Achieving Service Excellence

EM reports on the launch of ESB Network's new programme for customer care.

ESB Networks' Customer Service Improvement Plan 2006-2010 is a new initiative which sets out goals for the achievement of service excellence in a customer focused business strategy. As John Shine, ESB Networks Executive Director, writes in the plan document, "Service excellence will be the hallmark of every aspect of how we in ESB Networks do business with our customers."

John Shine welcomed Will McKee and Georgina Kenny from the Market and Customer Sub Committee of the Board and the representatives of other groups present, including Union colleagues, Partnership Group representatives, the Commission for Energy Regulation, the Irish Home Builders Federation, the Register of Electrical Contractors of Ireland and the Electricity Customer Complaints Commission (ELCOM).

John extended a special welcome to Denis Henderson and Gerry Green of ELCOM, who are retiring this year as ELCOM's functions are now being transferred to the Commission for Energy Regulation with the coming of market deregulation. He thanked them particularly for the skill and integrity they brought to that office during their tenure.

Citing the proud tradition in ESB Networks of service to our customers, John Shine then introduced John Gallagher, Customer Service Improvement Manager, who then presented the details of the Customer Service Improvement Plan to the audience.

The Plan identifies three stages to be achieved over the next three to five years - delivering on customer service fundamentals, achieving customer service excellence, and finally, building on the first two stages, ESB brand realisation and enhancement. The Plan also highlights key issues to be tackled in pursuit of these objectives, and addresses the actions which need to be undertaken. A companion Customer Charter sets out 12 Distribution Service Guarantees which ESB Networks will extend to our customers, covering such issues as planned interruptions, new connections, voltage complaint investigations and more.

Following the presentation, Chief Executive Padraig McManus addressed the assembled guests, pointing out that when he joined ESB in 1973, a huge group of customers would still have memories of life without electricity, and so any occasional outages were viewed in a different light. Today, he said, electricity is a product like any other and this has required a change in culture and attitude from ESB. Customers now expect a dependable quality service at all times.

The Chief Executive said that in recent times, in the midst of full market opening, we have had massive projects to undertake, while also dealing with a surge in new connections. As a result, we did, to an extent, lose a sense of connection with our customer. Programmes like the Customer Service Improvement Plan, he said, will ensure this is restored.

The presence of Will McKee and Georgina Kenny at the launch, he commented, illustrates that customer focus is an central issue at Board level and acknowledged that we need long-term strategies like the Customer Service Improvement Plan to ensure that the connection with our customers is maintained and strengthened.

Taking his turn at the podium, Will McKee said that the Chairman of the Board, Tadhg O'Donoghue, set up the Market and Customer Sub Committee to ensure that the Board had a real grasp and understanding of what was going on at the customer interface. He said that the Board were passionately interested in what was happening and it was a real pleasure to see John Gallagher's presentation. "It encourages me that the road ESB is going down is going to really help ensure our success as a business", Mr McKee said. "Together we will achieve customer excellence. It's a great goal, and the Board has the same aspirations as you and will want to play their part." EM