PRESENTED BY

KAMEL FTAITI

MAY 6, 2004

SWEDE CONFERENCE

AUSTIN, TEXAS

STORM CALLOUT SYSTEMCITY PUBLIC SERVICE

City Public Service

• Owned by City of San Antonio• Second largest municipally owned utility in the

country• Provides electric service to over 600,000

customers in San Antonio and Bexar County• Service Area – 1,566 sq. mi.• Over 500 distribution circuits – 13.2 and 34.5 kV

TRADITIONAL CALL-OUT PROCESS

Manual calling process: - Customer contacts CPS. - SO contacts the on-call crew.

- SO calls Supervisor if more crews are needed: - Supervisor calls individuals one by one.

Callout of individual field personnel or groups of crew participants manually takes a long time.Multiple requirements such as overtime worked, hours worked, job description and bargaining rules, regulations and protocols must be accounted for.

The Basic Objective

Reaching the Right People at Right Time

AnywhereAnyhowAnytimeAnyplace

The Goal is to have a Call-out process that is easy, fast and accurate. Contact people in Minute vs. Hours

Automated Callout System

Gives you the ability to call by workgroup or job classification

Gives the ability to call by crewSupports list chainsAbility to select an individual to call “Closest to the event” ordering via zipcodeAbility to initiate callout via touch tone phoneGives you the ability to track employees time.

Automated Callout Benefits

• Simultaneous callout of key personnel in minutes vs. hours

• Management can focus on critical decision making vs. message delivery

• Automates the routine, so the exceptions can be handled

• Reach the right people at the right time

• Removes Human error

• Provides 100% accountability with documented callout log

Automated Callout Benefits• Managers/Administrative can have – one click access to call out reports and information (call statistics,

availability percentage, aggregate service center statistics, etc.)• Dispatchers, Supervisors

– One click call out process with complete call progress analysis– Easy to access call reports to increase accountability of employees– Elimination of dialing errors– Automatic dialing and reporting so that other work can be accomplished

• Employees– More call out opportunities since they can always be reached – home

phone, cell phone, pager, temporary phone numbers, etc.– More flexibility to pursue family activities and still respond to call out– More balance and control over their lives after hours

Automatic Callout Systems

• ARCOS by McLeod & Associates Ltd

www.Rostermonster.com

• Communicator by Dialogic Communications Corporation (DCC)

www.dccusa.com

Questions / Comments

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