CVPS meets all 2009 service quality standards

first_imgCentral Vermont Public Service met all of its service quality standards in 2009, the sixth straight year it achieved that goal.  “We believe that’s the best record in Vermont,” said Joe Kraus, senior vice president for engineering, operations and customer service.CVPS has 17 service quality measures. CVPS measures and reports to state regulators on everything from how quickly we answer calls to bill accuracy, customer service, outage numbers and duration, and safety.  All Vermont utilities have some standards and are required to file annual performance reports with state regulators.In the Customer Information Center, CVPS employees answered 87.8 percent of calls within 20 seconds, beating the standard of 75 percent.  Not one call was blocked due to system overload or other issues.  Other key measures:92 percent of customers said they were satisfied following customer-initiated contact, up 1 percent from the previous year.  The majority of such contacts are due to overdue bills.Just 0.0886 percent of bills were inaccurate.CVPS reported an average of 1.9 outages per customer, lasting 2.3 hours, excluding one major storm.  That beat standards of 2.5 outages per customer lasting an average of 3.5 hours.  CVPS has among the most rugged, rural service territories in the country.Both reliability standards improved.  In 2008, the average customer lost service 2.4 times for an average duration of 2.8 hours, excluding major storms.“We continue to make significant investments in our system to improve service quality and reliability,” Kraus said.Source: CVPS. 2.3.2010last_img

Leave a Reply

Your email address will not be published. Required fields are marked *