Developing Meaningful Relationships with Key Customers: A Customers Perspective
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Developing Meaningful Relationships with Key Customers: A Customers Perspective APPA National Conference San Antonio, Texas June 26, 2007 Northside Independent School Northside Independent School District District
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Developing Meaningful Relationships with Key Customers: A Customers Perspective. APPA National Conference San Antonio, Texas June 26, 2007. Northside Independent School District. The Customer…. Northside Independent School District. 4 th Largest District in Texas - PowerPoint PPT Presentation
Transcript of Developing Meaningful Relationships with Key Customers: A Customers Perspective
Developing Meaningful Relationships with Key Customers: A Customers Perspective
APPA National ConferenceSan Antonio, Texas
June 26, 2007
Northside Independent SchoolNorthside Independent School DistrictDistrict
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The Customer…
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Northside Independent School District 4th Largest District in Texas 2006-07 Student Enrollment 81,881
4,000 New Students in 2006 NISD Employs 11,315 Staff 355 Square Miles of
Urban LandscapeSuburban CommunitiesRural Texas Hill Country
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Northside Independent School District Total Square Footage of District
10,353,327103 Facilities
Residential Construction15,000 Platted Development Lots25,000 Lots Planned for Development30,000 Lots in Undeveloped Acreage50% of all new single family houses in Bexar
County are in NISD
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Northside Independent School District
Since 1995 $1.949 Billion in new construction bonds to build 46 schools and improvements at all others
Northside ISD is the “Destination District” for the San Antonio Area
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Northside Independent School District Economic Generators
South Texas Medical Center
USAA SeaWorld Fiesta Texas Valero Energy Hill Country Resort Radisson Resort
Shops at La Canterra QVC Citicorp The American Funds World Savings Chase Manhattan Westin La Canterra Resort North Rim Complex
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NISD Utility Facts
Utilities Servicing NISD CPS Energy – Electric/Gas Grey Forest Utilities – Gas San Antonio Water System
– Water/Sewer Bexar Metropolitan Water
District – Water/Sewer Leon Valley Water
Company – Water/Sewer
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Utility Consumption
In 2005-06 CPS Energy provided NISD with:118,192,667 kWh445,978 kW944,879 CCF
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Utility Budget
Utility Budgets 2005-06
Electricity : $ 8,036,340Natural Gas: $ 1,130,313Water and Sewer: $ 1,756,987
Total : $10,923,640
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Construction
Currently NISD has under construction:
1 – High School
2 – Middle Schools
5 – Elementary Schools
Bond 2007 ($692.7 Million) Completion 2011
1 – High School
2 – Middle Schools
9 – Elementary Schools
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NISD Energy Managers
BackgroundHired out of Educational Ranks (1990)
Understanding of “Educational Need”
Professional DevelopmentAssociation of Energy Engineers
Certified Energy Mangers (CEM) 2001 Certified Sustainable Development Professionals
(CSDP) 2007
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Elements of NISD Program
People Mechanical Systems Controls (EMCS) Utility Companies Software Applications
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Is the NISD Program Successful?
Savings to District2005-06 - $ 1,711,34716 Years of Program – Over $ 22 Million
Efficient Use of Energy2005-06 kWh/Sq Ft – 11 (District Average)
Highly Successful ProgramUtilities Integral Part
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The Utility / Customer Relationship…
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CPS Energy / Northside ISD Developing a Relationship
Know the Customer Public School System Organization Layout
Know the needs of the customer Minimal Outages Applicable Rates Billing Issues New Construction Issues Rebate Programs
Know “The Players”
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CPS Energy’s Energy Solutions Manager
“The Players” Energy Managers
Primary Point of Contact Facilities Personnel
Project Managers Construction Inspectors
Accounting Personnel Accounts Payable
Director Billing Clerk
Maintenance Personnel Director of Maintenance Electrical Shop Plumbing Shop
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Successful RelationshipEnabler not Bottleneck
Skills Needed Interpersonal Skills
Honesty Integrity Responsive
TechnicalAccessibility
Customer With-In Utility
CPS Energy / Northside ISD
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CPS Energy / Northside ISD
Customer InvolvementListen to the customers needs and ideasAllow Involvement
Procedures Encourage Feedback
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CPS Energy / Northside ISD“A Meaningful Relationship”
ValueCPS Energy
Open line of communication flowing both ways benefits
Customer Utility Company
Northside ISD Money Saved Better Coordination with Outages Better Billing Information Construction / Utility Coordination
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Thank You!
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Bruce A. Dschuden, CEM
Northside ISD
5900 Evers Road
San Antonio, TX. 78238
210.397.1247
Frank E. Thomas, CEM
Northside ISD
5900 Evers Road
San Antonio, TX. 78238
210.397.1246
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Energy Accounting Energy Accounting
Software 419 Active Accounts
Tracked Monthly
Helps to Identify Operational Issues Mechanical Issues Billing Issues
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Facilities Usage Program
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Interval Metering
CPS Energy Pulse Initiators Installed as part of
specs on new construction/renovation projects
Integrated to EMCS to analyze demand data
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Demand Profiling
EMCS trends exported to Excel Graph Generated Reviewed Daily
Identifies anomalies Chiller starts Equipment Running
after hours
