Customer Service Plan
for The Colorado River Storage Project Management Center

   Western Area Power Administration (Western) was created with the establishment of the Department of Energy and was given the marketing and delivery responsibilities for power produced at Federal hydroelectric projects. The direct responsibility for managing the electrical power marketing and transmission of the Colorado River Storage Project (CRSP) power and some smaller Federal projects was vested in the Salt Lake City Area (SLCA) Office.

   Western has reorganized its functional responsibilities, which resulted in the creation of the CRSP Management Center (MC) (formerly the Salt Lake City Area Office). The MC sells power to preference customers under a long- term marketing plan and purchases power of shorter durations for firming long- term CRSP commitments. Furthermore, the MC sells surpluses and other electric services to offset costs and enhance revenues to the CRSP

   Subsequently, the MC has developed mission and vision statements and set goals to guide our activities. This Customer Service Plan implements those statements and goals. The elements that follow comprise this Customer Service Plan.

CRSP MC Mission

Manage the Colorado River Storage Project and other Federal hydroelectric projects and provide electrical services beneficial to our customers.

CRSP MC Vision

Be the "Provider of Choice."

CRSP MC Goals

Customer Service:

Demonstrate that we respect and value our customers by "always doing it right."

Methods:

Continuously improve the methods and processes that build customer confidence and produce the best decisions.

Commitment:

Foster pride, accountability, and commitment in our people to optimize the value of our human resources and deliver the best customer service.

Customer Service

Demonstrate that we respect and value our customers by "always doing it right."

MC Philosophy

   The relationship with our customers is of utmost importance. Our future depends upon maintaining the strong bond we have with them and the value of the services we provide. Each of us in the MC is dedicated to this philosophy We strongly believe that by practicing the following strategies we will strengthen relationships with our customers and deliver the best possible customer service.

• Provide professional service by responding with timely, accurate information that meets our customers' needs, deadlines, and concerns.
• Communicate effectively with our customers by promoting an open and comfortable dialogue.
• Be an advocate for our customers by understanding their business, their competition, and the industry
• The following activities and services will support these strategies.

Customer Communications

   The MC is committed to a continuous dialogue with each customer for providing and gathering information, building relationships, and developing a better understanding of each customer’s needs. The MC will employ the most up-to-date communication methods available to enhance our customer service.

   The MC will work closely with other Western offices responsible for SLCA Integrated Projects contracts to ensure effective communication takes place with all customers. To accomplish this, the MC will hold customer meetings, both regionally and locally, to share information on timely and valuable topics, and its Customer Service Representatives and other staff, as appropriate, will regularly visit each customer at its place of business.

   The MC will conduct an initial survey of its customers to assess their relationship with Western. The initial survey will also gather information that will be used to enhance our customer services, programs, and products as well as identify other customer needs. Additional surveys will be conducted periodically to evaluate progress toward meeting our goals.

   The MC staff will be available to customers to answer questions, provide information, and assist in whatever manner possible to provide a service that is of the greatest value to each customer.

Coordination

   The MC will make continuous efforts to improve the timeliness and quality of the coordination within Western and among other Federal agencies as well as with our customers for the purposes of sharing and reconciling financial, budgetary, rate and resource analyses, reports, and other information.

Energy Services

   In consultation with our power customers, the MC will consider expanding its electrical energy product line.

   Recently, the MC prepared an amendment to its long-term firm power contracts separating the firming purchase costs from the firm power rate. With this amendment, MC customers will receive a guaranteed amount of long-term firm "sustainable" hydropower and may choose how additional amounts of power will be delivered.

   Additionally, the MC will consider developing a product line of new and existing products and services, which will be tailored to the individual customer’s needs. These new products and services will be developed by the MC in coordination with customers and with consideration of the significant changes occurring within the electrical energy marketplace.

   Generally these products and services can be categorized as (1) generation-related products, (2) transmission services, (3) marketing services, (4) energy management services, (5) nonelectrical services, and (6) other professional services.

Technical Assistance and Integrated Resource Plan Review

   We will review submitted IRPs promptly and meet or exceed all deadlines established in the Energy Planning and Management Program. Timely correspondence will keep customers informed of any and all IRP deadlines and criteria. Customer Service Representatives will respond quickly to answer any questions and to provide assistance requested by our customers.

   To assist our customers in keeping up with the industry and competition, the MC will provide customer training workshops and technical assistance, and loan state of the art infrared scanning and analytical equipment.

Contract Negotiations

   Customer Service Representatives will develop, negotiate, write, and administer contracts and agreements tailored to individual customer’s needs while adhering to policy and regulations. We will continue to maintain an open and creative attitude in developing contracts. Extra effort will be made to ensure the accuracy, clarity, consistency, and completeness of all contracts and correspondence.

Methods

Continuously improve the methods and processes that build customer confidence and produce the best decisions.

MC Philosophy

   We are dedicated to providing accurate and timely analyses and studies that produce up-to-date information of exceptional quality and value to our customers. The following strategies have been developed to strengthen customer support and interactions and to enhance customer service:

• Identify and apply critical success factors to those processes, products, services, and functions that yield the greatest value to our customers and Western.
• Promote processes that demonstrate continuous improvement in the way we "do it right."
• Establish benchmarks to compare MCs products and services to recognized industry leaders.

Rates & Repayment

   We are dedicated to consistently provide invaluable services that exceed our customers' expectations. The following actions will help us meet this goal:

• Provide accurate, timely information and analyses to meet customers' needs, deadlines, and concerns.
• Provide prompt responses to all requests.
• Keep informed of emerging rate and repayment issues in the industry and within Western.
• Involve customers in the resolution of rate issues.
• Seek ways to continuously improve and streamline processes.

Environmental & Resource Planning

   We are committed to providing technical analyses and forecasts to supply our customers with the most cost-effective resource mix available. The following actions will aid us in meeting this goal:

• Implement industry-standard replacement resources methods both in stand-alone and integrated resource analyses.
• Provide credible and timely forecasts of available and sustainable hydropower for both seasonal and long-term planning.
• Develop or acquire critical expertise in reservoir simulation modeling.
• Provide technical support for financial matters through improved simulation and forecast of expected future revenue and expense conditions using risk analysis techniques.

Developing Marketing Programs

   As new products or services are developed, we will proceed as quickly as possible to make these available to our customers. If environmental analysis or public involvement is required, representatives will ensure these requirements comply with applicable laws and meet customers' needs. Customer input will be sought and included in developing programs. Rules or procedures will be written concisely and clearly Charges or rates will be developed and set forth in a manner easy to understand and apply

Financial Programs

   Current budgets, financial reporting, accounts payable and receivable, and auditing processes assure the financial integrity of the CRSP Processes and methods will be continually improved to reflect our dedication to control costs and reduce expenditures that directly impact the CRSP power rate.

Commitment

Foster pride, accountability, and commitment in our people to optimize the value of our human resources and deliver the best customer service.

   We are committed to developing and retaining a professional, welltrained, multifaceted staff to deliver the best possible customer service. We encourage personal development, promote cross-functional training, acknowledge and reward the accomplishments and contributions of staff members, and provide training to enhance customer service.

Strategies

To accomplish this goal, the MC employees:

• Commit to each other and the MC management commits to the employees.
• Commit to provide the best service and be advocates for our customers.
• Commit to themselves.

   These following activities will be pursued through both internal and external interactions and are intended to overlap and be the normal mode of interacting within the MC, with other Western offices, and with our customers.

Internal Activities

   Internal activities are designed to promote and encourage the growth of pride, accountability, and commitment within each member of the MC. Therefore, the focus of these activities is to enhance the immediate cultural and business environment surrounding the MC staff.

   Promoting a sense of community-a common culture within the MC- fosters pride, accountability, and commitment in our people. A MC philosophy or "MC way of conducting business and everyday interactions is consistently practiced. We embrace and abide by a set of courtesies which encourage honesty, promptness, and mutual respect.

Training

   The MC provides many types of training for its staff which enhance customer service relationships. Among the training and assistance offered to MC staff are Western-sponsored electrical and craft training courses; tuition assistance for job-related college, trade, or technical courses; nationally recognized professional, technical, and developmental courses; and mission-related workshops.

   Western also provides on-the-job training, management development programs, career developmental details, and rotational assign ments in different functional areas to enhance the knowledge and value of its employees. Particular emphasis will be placed on providing each staff member with specific and continuing customer service training to support the Customer Service Plan. The MC management and staff will meet regularly to discuss areas which may be improved and where staff knowledge and skills may be enhanced.

External Activities

   External activities are designed to optimize the value of our human resources and deliver the best possible customer service. The following activities enhance the service provided to our customers.

   Awareness of each customer’s circumstances and sensitivities is essential to providing service that best meets that customer’s needs. It is vital that frequent, regular open, and effective communications are held with our customers. It is also important that our customers are aware of all the benefits and services that we can provide them.

   We will be proactive and anticipate customer needs. A "can do, will do, and do it right all the time" attitude will be the norm. This attitude will enhance the confidence and trust our customers place in us. Along with these attitudes, we encourage creative and innovative thinking to solve and address our customers' concerns and requests.

   Our customer relations will be further enhanced by regularly acknowledging and recognizing significant customer contributions.

Continuing Process

   These strategies and commitments we have developed comprise a continuing process, essential to providing the best possible customer service. We will evaluate our progress toward achieving goals and compliance with our standards of conduct. Feedback from our customers is a useful and necessary tool to assess our progress toward meeting their needs and expectations. We will act upon our customers' responses to promote successes and correct shortfalls.

   We believe in the synergy available by tapping the creativity of our employees as well as our customers. We will encourage brainstorming, among other methods to develop innovative and creative ideas and use them wherever possible in our business interactions.

This web document was adapted from a Western booklet of the same name, issued 4/1998.