NIGERIAN ELECTRICITY REGULATORY NIGERIAN ELECTRICITY REGULATORY COMMISSION COMMISSION

Partnership Exchange With The

National Association of Regulatory Utility Commissioners

Sponsored by the

United States Agency for International Development

October 8-12, 2012October 8-12, 2012

Electricity on Demand

OUTLINEOUTLINE

• Introduction• MPSC Experience• IURC Experience• Lesson Learnt• Way Forward

Electricity on Demand

IntroductionNARUC, NERC Partnership Program, the 8th in its series is a platform for the exchange of experience, ideas and information between NERC and NARUC. The goals of this important partnership is to:

•Ensure improvement in regulatory practices •Build institutional capacities •Human capital development

IntroductionParallel Breakout Session– Group 1

•Topic: IT Complaint Handling System Group•Membership:•Lead Moderators: Contessa Poole-King (MoPSC) Anthony Akah (NERC)Kenya McMillin, Saidu Lawal, Chijoke Obi, Anthony Essien, Arit Uya, Zubair Zubair, Uche Okoro, Daisy Okpale, Chinedu Anyigor, Abdullahi Adamu, Abdulrasheed Busari, Farouk Bello, Ntui Columbus, John Iyangemar, Abubakar Maude, Dennis Ogbu, Ishaya Bassi

Missouri Public Service Commission

Established in 1913. Five Commissioners appointed by the Governor with the advice and consent of the Missouri Senate for a six-year term.

Regulates investor-owned electric, steam, natural gas, water, sewer and telephone companies

Regulates manufacturers and retail dealers who sell new and used manufactured homes and modular units

Mission: Ensuring Missouri consumers have access to safe, reliable and reasonably priced utility service while allowing those utility companies under our jurisdiction an opportunity to earn a reasonable return on their investment.

MoPSC-Complaints Handling ProcedureInformal Complaints

•Consumer Inquiry: An issue PSC staff can resolve without contacting the utility company. Inquiries also incorporate EFIS Quick Hits that include “referrals” to other information sources on matters over which the PSC has no jurisdiction (wireless, cable TV billing issues, Internet service providers, satellite service).•Informal Complaint: An issue typically involving a billing, payment, service quality or safety issue that requires PSC staff to contact the utility company for mediation or resolution. It does not necessarily mean the utility has violated Commission rules and regulations or the company’s tariff.Utility cooperation is critical.

Educate Consumers : on such issues as billing, service outages, inter-company processes, installation process and assistance programs.

Timely Response with Complete Information: Respond on disconnects within 1 business day and for all other issues within 3-15 business days. Provide as much detail as possible to avoid Consumer Services staff requesting additional information (Follow Check list developed by the Commission on various categories of complaints)

MoPSC-Complaints Handling ProcedureFormal Complaints

• If complainant is not satisfied with the outcome of the informal complaint, as an appeal process, a formal complaint may be filed.•The Commission may order, at any time after the filing of a formal complaint, an answer from the utility regarding the allegations and an additional investigation by the staff as to the facts of the complaint. The utility shall file an answer and staff shall file a report of its findings with the commission and all parties to the complaint case.•The Commission orders a pre-hearing so that the parties can discuss any additional discovery necessary, state the list of witnesses and exhibit. Parties shall provide a list of suggested dates and estimated length of the hearing to the Judge. The Judge then encourages the parties to discuss possible settlement. •The Commission after receiving notice from the parties will determine if a hearing shall be held and shall set date, time and place of the hearing.

MoPSC- Information Data System Called EFIS- Electronic Filing and InformationA customized solution - A web based application for:

• Electronic filing, tariffs and registration• Imaging with OCR• Automated workflow • Centralized file repository• Full text search engine• Consumer complaint management • Performance metrics and reports • Resource library

Planning to upgrade to a Microsoft SharePoint based solution

Strategic Benefits to MoPSC

• MPSC handles consumer complaints more quickly;

• Utility companies save time and money with electronic filings;

• Legislators, policy makers and constituents know more about utility rates and issues.

• Elimination of transfer time (between steps);

• Estimated savings $2.6M/year;

• 25% productivity gain;

• Time savings of 2 hours per employee per day realized in many departments

(Administration Estimates for FY2003).

Indiana Utility Regulatory Commission(IURC)

Five Commissioners appointed by the Governor with the advice and consent of the Indiana Senate for a four-year term.

Consumer Affairs Division serves as liaison between utility rate payers and the Utility.

Consumer Affairs Division handles residential and small business complaints

IURC-Complaints Handling Procedure

Prerequisite:The customer has to attempt to resolve the matter with the Utility company prior to contacting CAD.If the customer is not satisfied, he or she may contact the CAD to file a complaint.The Utility is required to inform the customer to contact CAD within 7 days of Utility’s resolutionThe CAD does not have the discretion to accept complaints outside the 7-day timeframe.

IURC-Complaints Handling Procedure

Complaint Process is IT based:Complaint received by telephone to a Hotline, fax, letter or email there is IN-TAKER that receives all calls/complaints and registers themCustomer’s info entered into databaseComplaint assigned to AnalystAnalyst forwards complaints to UtilityUtility addresses complaintAnalyst investigates Utility’s reply and applies rules & regulationsA decision is madeResolution conveyed to customer & utility

IURC-Complaints Handling ProcedureDispute Resolution Options:•Informal Process

– Analyst advises customer of right to request a Director’s review within 7 days.

– Director reviews case with powers to request for additional information from both parties and renders a decision and mails a written copy of disposition to customer and the utility.

•Formal Process

– The customer has 20 days form receipt of Director’s review to request an appeal to the full Commission.

– After an appeal is requested the case is given a docket number and is assigned an Administrative Law Judge.

– The Commission will only review what is on record and its decision is binding.

IURC- Information Technology Management

Current database is based on Microsoft Dynamics CRM-Has electronic complaints form where customer info is entered-Standard Reports from the database are displayed as Microsoft excel files-Ability to view Pending cases, Flagged cases, Completed cases e.t.c.-Some utilities grants limited access to IURC to view customer information via a website.

Has commenced the upgrading of their system to a Microsoft SharePoint / Dynamics XRM solution.

Benefits to IURC

• MPSC handles consumer complaints more quickly;

• Utility companies save time and money with electronic filings;

• Legislators, policy makers and constituents know more about utility rates and issues.

• Elimination of transfer time (between steps);

• Estimated savings $2.6M/year;

• 25% productivity gain;

• Time savings of 2 hours per employee per day realized in many departments

(Administration Estimates for FY2003).

Lessons Learnt• IT based Complaints Handling solution is a win- win –win situation for the Regulator, Utility

and Customer

• Single point of contact for all complaints

• Cooperation of Utilities is a critical component

• It assists in ensuring timelines for complaints’ resolution are adhered to

• Adherence to service standards are observed

• Assists in performance measurement; internally and externally

• It eliminates ex-parte issues

• It leverages on Credit Bureau to ensure customer credibility to pay electricity bills and check

financial abuse by customers.

• It provides easy access to data to enhance enforcement

Way Forward• There should be a ‘chinese wall’ in the Commission so as not to

compromise the objectivity of the Commission during formal Hearings

• NERC should begin to optimally use its IT tools i.e. SharePoint ,Outlook

• More NERC staff should involved in the Partnership activity both abroad

and locally

• Build a better relationship between the Commission and Utilities through

quarterly meetings, information sharing and designation of liaison officers

Contact us at: Adamawa Plaza, Plot 1099 First Avenue,

Off Shehu Shagari Way, Central Business District,

Abuja

THANK YOUTHANK YOU

Website: www.nercng.org E-mail: info@nercng.org

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