ࡱ> &vwxyz#` bjbjmm ;4U NU N4'+++hD t('W Xaaa! ? H8::::::h:bc!"!@bcbc:aa6O:bc 8aa8bc8|u `  LaK k@Zw+q  d-H8qt ,LL8MTY] MMM::Z}MMMbcbcbcbc'''+'''+''' Implementation Plan Of Philadelphia Gas Works To The Stratified Management & Operations Audit For the Pennsylvania Public Utility Commission Bureau of Audits Docket No. D-06MGT042  January 2009 Introduction PGW is pleased to submit this Implementation Plan for review by the Pennsylvania Public Utility Commission (PAPUC). The Implementation Plan is in response to the recommendations contained in the Stratified Management and Operations Audit Report (Docket No. D-06MGT042) prepared by Schumaker & Company under the direction of PAPUC Bureau of Audits Management Audit Division and issued on December 24, 2008. The Implementation Plan provides PGWs commitment to act on the recommendations by addressing opportunities for improvement in operational effectiveness while improving service to our customers. Of the ninety-three (93) recommendations contained in the Audit Report, PGW has accepted eighty-eight (88) of them completely, accepted in-part three (3), and rejected two (2). As requested, this Implementation Plan details the actions to be taken, the expected completion dates and the individuals responsible for implementing each recommendation. It should be noted that, in a great many of the proposed Action steps, management makes reference to the Business Transformation (BT) initiative. For a number of years there has been a recognized need for transformative steps to address fundamental change in Customer Affairs, Field Operations and the Supply Chain: Procurement, Materials Management and Fleet Operations. In effect, the need was to change the business model under which this utility has operated for decades. This audit is being completed on the cusp of implementation of Phase One of this effort that will address many of the consultants findings. It is anticipated that the Phase Two BT design and implementation efforts, to start in late spring or early summer, will address much of the balance of the audit findings. If for some reason the company does not get regulatory approval for the remaining BT program in the next several months or a particular item falls outside of the scope of that future BT design, management will return to the Commission with adjusted Action steps for the affected recommendations. PGW management wishes to express its appreciation to the Audit staff and to Schumaker & Co. for their collective efforts in assisting PGW in furthering the companys program for continuous improvement. From the perspective of management this report is a very positive outcome to an extensive process and we look forward demonstrating the successful implementation of the recommendations we have accepted. Chapter II Executive Management and Human Resources DescriptionPagePGW ResponseII-1Develop an external relations strategic/business plan  HYPERLINK \l "II1" 9AcceptedII-2Expand and document community relations and regulatory relations programs.  HYPERLINK \l "II2" 10AcceptedII-3Implement management incentive compensation  HYPERLINK \l "II3" 11AcceptedII-4Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes.  HYPERLINK \l "II4" 12AcceptedII-5Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions  HYPERLINK \l "II5" 13AcceptedII-6Appoint a return-to-work coordinator as part of the Absence control group in Human Resources.  HYPERLINK \l "II6" 15AcceptedII-7Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process. HYPERLINK \l "II7"16Accepted Chapter III Support Services DescriptionPagePGW ResponseIII-1Formalize a regularly conducted, long-range planning process.  HYPERLINK \l "III1" 17AcceptedIII-2Complete existing IS policies and procedures and expand focus to include internal IS guidelines.  HYPERLINK \l "III2" 18AcceptedIII-3Expand the purpose of the QA organization to become actively involved in all phases of major technology projects.  HYPERLINK \l "III3" 19AcceptedIII-4Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects.  HYPERLINK \l "III4" 20AcceptedIII-5Properly secure the PGW telecommunications and server room.  HYPERLINK \l "III5" 21AcceptedIII-6Expand emphasis on achievement of project management and technical certifications.  HYPERLINK \l "III6" 22AcceptedIII-7Establish Service Level Agreements (SLAs) with all major IS customers  HYPERLINK \l "III_7" 23AcceptedDescriptionPagePGW ResponseIII-8Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. HYPERLINK \l "III_8"24AcceptedIII-9Incorporate disaster recovery into business-continuity plan process and expand its focus.HYPERLINK \l "III_9"25AcceptedIII-10Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years.  HYPERLINK \l "III_10" 26AcceptedIII-11Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors.  HYPERLINK \l "III_11" 27AcceptedIII-12Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings.  HYPERLINK \l "III_12" 28 Accepted III-13Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering.  HYPERLINK \l "III_13" 29AcceptedIII-14Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups.  HYPERLINK \l "III_14" 30AcceptedIII-15Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved.  HYPERLINK \l "III_15" 31AcceptedIII-16Initiate an internal audit of the Facilities Department.  HYPERLINK \l "III_16" 32AcceptedIII-17Initiate a formal material-demand-requirements forecasting program in the Procurement Department.  HYPERLINK \l "III_17" 33AcceptedIII-18Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process.  HYPERLINK \l "III_18" 34AcceptedIII-19Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past.  HYPERLINK \l "III_19" 35AcceptedIII-20Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons.  HYPERLINK \l "III_20" 36 Accepted in PartIII-21Develop a program to collect and use metrics that are related to individual buyer performance.  HYPERLINK \l "III_21" 37AcceptedIII-22Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department.  HYPERLINK \l "III_22" 38Accepted DescriptionPagePGW Response III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department.  HYPERLINK \l "III_23" 39AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department.  HYPERLINK \l "III_24" 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department.  HYPERLINK \l "III_25" 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement.  HYPERLINK \l "III_26" 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined.  HYPERLINK \l "III_27" 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW.  HYPERLINK \l "III_28" 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more.  HYPERLINK \l "III_29" 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms.  HYPERLINK \l "III_30" 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD.  HYPERLINK \l "III_31" 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate.  HYPERLINK \l "III_32" 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms.  HYPERLINK \l "III_33" 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms.  HYPERLINK \l "III_34" 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor.  HYPERLINK \l "III_35" 51Accepted DescriptionPagePGW ResponseIII-36Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor.  HYPERLINK \l "III_36" 52AcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function.  HYPERLINK \l "III_37" 53AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements.  HYPERLINK \l "III_38" 54AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients.  HYPERLINK \l "III_39" 55AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms.  HYPERLINK \l "III_40" 56AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms.  HYPERLINK \l "III_41" 57AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations.  HYPERLINK \l "III_42" 58AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program.  HYPERLINK \l "III_43" 59AcceptedIII-44Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals.  HYPERLINK \l "III_44" 60Accepted Chapter IV Corporate Governance DescriptionPagePGW ResponseIV-1Streamline the corporate governance processes of PGW.  HYPERLINK \l "IV_1" 61RejectIV-2Develop an ongoing Ethics training program.  HYPERLINK \l "IV_2" 62AcceptedIV-3Strengthen the Board Audit Committee function.  HYPERLINK \l "IV_3" 63AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies.  HYPERLINK \l "IV_4" 64AcceptedIV-5Expedite the pursuit of the Business Transformation project.  HYPERLINK \l "IV_5" 66Accepted Chapter V Financial Management DescriptionPagePGW ResponseV-1 Institute flexible work rules and hours in financial management functions  HYPERLINK \l "V_1" 67AcceptedV-2 Update the payroll system cost analysis.  HYPERLINK \l "V_2" 68AcceptedV-3 Improve the timing of the budget preparation and approval process  HYPERLINK \l "V_3" 69AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls.  HYPERLINK \l "V_4" 70AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee.  HYPERLINK \l "V_5" 71Accepted Chapter VI Diversity and DEEO DescriptionPagePGW ResponseVI-1Expand PGWs diversity program beyond compliance-oriented activities.  HYPERLINK \l "VI_1" 72AcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. HYPERLINK \l "VI_2"73AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives.  HYPERLINK \l "VI_3" 74Accepted Chapter VII System Reliability Performance DescriptionPagePGW ResponseVII-1 Provide at least two controllers on all shifts for the Gas Control Center.  HYPERLINK \l "VII_1" 75AcceptedVII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center.  HYPERLINK \l "VII_2" 76Accepted DescriptionPagePGW ResponseVII-3Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board.  HYPERLINK \l "VII_3" 77 Accepted VII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers. HYPERLINK \l "VII_4" 78 Accepted VII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured.  HYPERLINK \l "VII_5" 79 Accepted VII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review.  HYPERLINK \l "VII_6" 80 Accepted VII-7Enhance the FSD and Distribution business processes through more computerization.  HYPERLINK \l "VII_7" 81AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions.  HYPERLINK \l "VII_8" 82AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation.  HYPERLINK \l "VII_9" 83AcceptedVII-10Set more aggressive performance targets on gas leak response.  HYPERLINK \l "VII_10" 84AcceptedVII-11Build a stronger gas theft of service program.  HYPERLINK \l "VII_11" 85AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements.  HYPERLINK \l "VII_12" 86Accepted Chapter VIII Customer Service DescriptionPagePGW ResponseVIII-1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program.  HYPERLINK \l "VIII_1" 87Accepted in PartVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume.  HYPERLINK \l "VIII_2" 88AcceptedDescriptionPagePGW ResponseVIII-3 Investigate methods to improve CSR selection and retention.  HYPERLINK \l "VIII_3" 89AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center.  HYPERLINK \l "VIII_4" 90AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development.  HYPERLINK \l "VIII_5" 91AcceptedVIII-6Develop a method for measuring actual call center turnover rates.  HYPERLINK \l "VIII_6" 92AcceptedVIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies.  HYPERLINK \l "VIII_7" 93AcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results.  HYPERLINK \l "VIII_8" 94AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers.  HYPERLINK \l "VIII_9" 95AcceptedVIII-10 Make changes to the configuration of the various customer service district offices.  HYPERLINK \l "VIII_10" 96AcceptedVIII-11 Make modest renovations to customer service district offices.  HYPERLINK \l "VIII_11" 97AcceptedVIII-12 Provide privacy for LIHEAP applicants.  HYPERLINK \l "VIII_12" 98AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting  HYPERLINK \l "VIII_13" 99AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW.  HYPERLINK \l "VIII_14" 100RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury).  HYPERLINK \l "VIII_15" 101AcceptedVIII-16Reevaluate the use of the soft-off program at PGW.  HYPERLINK \l "VIII_16" 102AcceptedVIII-17Undertake a major study to improve the gas theft prevention Program. HYPERLINK \l "VIII_17" 103Accepted Recommendation # II -1 Develop an external relations strategic/business plan Response Accepted Action PGW has begun the drafting of an external relations plan that addresses strategic business needs. The work will be completed and implemented. Individual Responsible Steven P. Hershey, Vice President Regulatory and External Affairs Expected Completion Date 2nd Quarter FY 2009 Recommendation # II-2 Expand and document community relations and regulatory relations programs. Response Accepted Action PGW will create a community relations plan that will build on and expand current activities. The plan will include measuring the opinions of the Community Advisory Council members and other key community opinion leaders to identify appropriate needs. PGW will use the results of the survey and other tools to create action priority plans. We will also begin to track hours dedicated to working with community organizations. PGW will also begin implementation of a plan to provide more frequent informal meetings and briefings with regulatory staff for effective exchange of information. Such efforts will be documented with appropriate reports. Individuals Responsible Wade Colclough, Director of Corporate Communications Steven P. Hershey, Vice President, Regulatory and External Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # II-3 Implement management incentive compensation (Refer to Finding II-11). Response Accepted Action As noted in the Audit, While we would not expect a municipal utility to have the generous incentive compensation of private sector companies, it should have a program in place and be able to offer incentives based on company performance every year. At the outset, it should be clarified that for purposes of this discussion, incentive based compensation is synonymous with performance based compensation. Employees must achieve specific goals or targets in order to be rewarded. These goals are targets are defined early in the year and refined throughout the year. The employees achievement of these goals is measured and reflected in their annual performance review. The score received in their annual review then translates into increased levels of compensation depending upon the level of achievement of their goals. PGW has implemented and continues to refine its goals, metrics and performance review process which would enable the company to put such a compensation program into effect. PGWs ability to fund and implement such programs is contingent upon approvals by multiple layers of governance. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter FY 2009 Contingent upon approval by various levels of governance. Recommendation II-4 Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes. (Refer to Finding II-12). Response Accepted Action PGW will provide additional resources for the employee survey. It will encourage employee involvement in providing survey responses. The company will provide supervisory training for attendance related issues. The company will continue to examine and, where appropriate, offer work/family benefits to support employees who are working to meet both company and family responsibilities. Meeting both work and family responsibilities is very difficult for many people. While the company should be both cognizant of, and sympathetic to those difficulties, it must also be cognizant of the needs of its customers to ensure that employees are providing a high quality of service at reasonable costs. Therefore, the company will also explore the tools it already provides to its employees to see if these tools can effectuate lower absenteeism. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter FY 2009 Recommendation # II-5 Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions (Refer to Finding II-13). Response Accepted Action The main premise of the finding by Schumacher & Company is that both the employee and employer benefit from the employees return to some job function as opposed to staying at home. They also note that PGW already has an effective absence management program, a key component of which is the Employee Utilization Committee (EUC). The EUC attempts to place sick or injured workers in temporary jobs until they can return to their normal position. Schumacher & Company feels that the jobs-based approach does not return enough workers to the work place. They propose a task based approach whereby the company would be required to develop a bank of value added tasks to be performed and identify the physical demands of the tasks. The task bank would include work that the company may be having trouble completing. The auditor proposes that the company develop a detailed plan for each employee experiencing a long term illness or injury. The plan would include those specific tasks which could be performed at the varying stages of recovery and would need to be revised accordingly. The employees would be assigned multiple tasks that would be closely aligned with the physical demands of the tasks versus the medical restrictions placed upon the employee. Further, the program would have to be assessed through the use of a scorecard that looks at costs, durations, accommodation rates, and other appropriate indicators of the efforts success. The findings fail to state that the assignment of employees to tasks is currently being performed at the departmental level. Not until the departments have exhausted every opportunity to provide employees some alternate work are the employees sent home and become part of the EUC process. The company will identify tasks that have reduced levels of physical exertion and identify levels for lifting, reaching, walking, etc. The company will also review all job processes to identify tasks that are a component of a job function. A scorecard approach will be put into place to monitor the program; however, resources would have to be dedicated to monitoring and reporting on the progress of these individuals. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 1st Quarter FY 2010 Recommendation # II-6 Appoint a return-to-work coordinator as part of the Absence control group in Human Resources. (Refer to Finding II-13). Response Accepted Action This would require hiring an additional resource in the Absence Control Group in the Human Resources Department. Individual Responsible William C. Muntzer VP Human Resources Expected Completion Date 4th Quarter FY 2009 Recommendation # II-7 Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process. (Refer to Finding II-14). Response Accepted Action Staffing/Attrition/Knowledge Management Recommendations PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Lorraine Webb VP of Organizational Development William Muntzer VP of Human Resources Expected Completion Date 2nd Quarter FY 2014 Recommendation # III-1 Formalize a regularly conducted, long-range planning process. Response Accepted Action IS will finalize its new strategic plan document in 2Q FY2009 and will implement a formal annual review to take place in September of each year. Once finalized, the document will be posted on the intranet so that it is accessible to other interested parties within PGW. Individual Responsible Eloise Young VP & Chief Information Officer Expected Completion Date 4th Quarter FY 2009 Recommendation # III-2 Complete existing IS policies and procedures and expand focus to include internal IS guidelines. Response Accepted Action IS policies will be finalized, signed off and stored in Policy Center as well as on the intranet as part of the strategy writing effort. These policies and procedures will be reviewed annually and updated as needed. Individual Responsible Eloise Young VP & Chief Information Officer Expected Completion Date 4th Quarter FY 2009 Recommendation # III-3 Expand the purpose of the QA organization to become actively involved in all phases of major technology projects. Response Accepted Action IS updated project initiation process requires the inclusion of QA from the inception of any project. The updated documentation will be posted on the intranet in the 2Q FY2009. QA Analysts will receive formal training on requirement gathering and project lifecycle by 4Q FY2009. Ensuring that QA is an active part of projects from inception will be an ongoing effort. Individual Responsible Joseph Szlanic Dir. Tech Strategy Support Michael Heron - Dir. Info Control & Compliance Expected Completion Date 4th Quarter FY 2009 Recommendation # III-4 Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects. Response Accepted Action Project Server has been implemented and is being used to track all IS and Business Transformation projects. IS has contracted with an experienced Microsoft partner to resolve technical issues associated with the product. IS has developed a set of views that provide insight into project statuses and rankings. Refining the product to meet our needs will be an ongoing effort. The Office of Business Transformation and IS Project Managers meet weekly to discuss projects and ensure that best practices and a common set of processes are being adhered to. Individual Responsible Eloise Young VP & Chief Information Officer Expected Completion Date Completed - July 2008 Recommendation # III-5 Properly secure the PGW telecommunications and server room. Response Accepted Action IS will have a lock placed on the door between the server room and the Help Desk area. Individual Responsible Eloise Young VP & Chief Information Officer Michael Heron Dir. Info Control & Compliance Expected Completion Date 3rd Quarter FY 2009 Recommendation # III-6 Expand emphasis on achievement of project management and technical certifications. Response Accepted Action IS has updated its documentation on each employee to include certifications attained. The IS Administration section is responsible for maintaining this information using the On Track software. Individual development plans will be developed for each IS employee by April 2009. These plans will include technical and project management certifications. IS will continue to encourage its employees to seek certifications. Individual Responsible Driscilla Wanser-Bynum IS Dir. Admin & Communications Expected Completion Date 3rd Quarter FY 2009 individual development plans Ongoing updated documentation in On Track Recommendation # III-7 Establish Service Level Agreements (SLAs) with all major IS customers Response Accepted Action IS will identify its major client groups in its strategy document which will be completed by the end of January 2009. The department will negotiate written, formalized service level agreements with each of these groups by 1Q FY 2010. IS will develop a formalized feedback mechanism as part of its strategy documentation and will have completed the first round by 3Q FY2009. Individual Responsible Joseph Szlanic Dir. Tech Strategy Support Expected Completion Date 1st Quarter FY 2010 Recommendation # III-8 Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. Response Accepted Action IS has implemented a test lab so that server build documentation can be developed and tested in between DR tests. IS and Internal Audits will continue to work together to ensure that all 2007 recommendations are addressed. Individual Responsible Michael Heron Dir. Info Control & Compliance Expected Completion Date 2nd Quarter FY 2009 Recommendation # III-9 Incorporate disaster recovery into business-continuity plan process and expand its focus. Response Accepted Action Business Continuity has included IS in its most recent pandemic planning sessions. IS will work with Corporate Preparedness and Internal Auditing to expand the scope of our DR tests to include business continuity scenarios. Individual Responsible Michael Heron Dir. Info Control & Compliance Expected Completion Date 4th Quarter FY 2009 Recommendation# III-10 Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. (Refer to Finding III-14.) Audit Noted: This review and plan development should be done in conjunction with the PGW Human Resources Department to draw on their specialized expertise in developing such plans. Due to a lack of new hiring for many years, numerous utilities across the country are facing or have faced similar issues with their experienced craft employees. Some have discovered that identifying this potential situation and responding too late can create problems. Experienced craft employees have gained their technical expertise over the course of many years of training and work experience. This tenured knowledge cannot be replaced by a new employee in a short amount of time; rather sufficient time must be provided for new employees to obtain the proper training and experience so they may adequately step into their new role. Response Accepted Action PGW considers this type of issue to have enterprise wide impact; as a result, a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include: succession planning for senior management, a Senior Team development program and part-time worker program, while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 3rd Quarter FY 2010 Recommendation # III-11 Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. (Refer to Finding III-15) Audit Noted: In Schumaker&Companys experience, over the last several years, utilities have begun to seriously consider alternatives to a totally in-sourced fleet operations. Some utilities have totally outsourced fleet maintenance, others have outsourced various types of repairs such as passenger car repairs while still doing major repairs in-house, and others have out-source parts supply and inventory. In each case, the decision made on what activities can be outsourced more effectively was based on the particular circumstances of the particular utility. The plan to issue a request for proposal (RFP) for a contractor to perform a portion of the vehicle maintenance and repair work would begin to provide FO personnel with the information necessary to determine the best way to perform various types of FO activities. Furthermore, in that FO is facing a natural attrition due to retirements, it would be a good time to make some decisions on potential outsourcing of various activities. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 2nd Quarter FY 2010 Recommendation # III-12 Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. (Refer to Finding III-16). Audit Noted: The fleet management application is in place and the relevant data is being collected. The problem appears to be that there needs to be some additional programming done to bring the two together. PGW management should place an emphasis on getting these programming changes made due to the large monthly payback that would result. This programming could be done on either an internal or an external basis, depending on the availability of resources. Response Accepted Action Fleet Operations agrees with the intent of this finding and will investigate means of automating the production of the monthly Preventive Maintenance schedule, while remaining aware that so many factors and data sources contribute to the PM schedule that PGW has in the past relied on human attention and intervention to produce a reliable, working schedule that takes into account all the variables. Variables may include other departments special operating needs, seasonality, emergencies, special requests, etc. Individual Responsible Jean A. Paul, Manager, Fleet Operations. Expected Completion Date 1st Quarter FY 2010 Recommendation #III-13 Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. (Refer to Finding III-17.) Audit Noted: An improvement in parts identification and ordering should improve the efficiency and timeliness of the FO operations. That is because it would reduce the amount of time that is spent waiting for parts and dealing with parts that were ordered in error. This efficiency would, in turn, result in a better overall FO operation, better customer service, and a commensurate improvement in some of the metrics that are monitored. Response Accepted Action Evaluation will be performed in cooperation with the Materials Management Department by 8/31/09. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 4th Quarter FY 2009 Recommendation# III-14 Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. (Refer to Finding III-18.) Audit Noted: Interviews with FO staff revealed that there are varying levels of cooperation among the various operating groups. Some are very cooperative while others less so. PGW management needs to put a strong emphasis on this cooperation to make it clear to all the various groups and employees that it is required of them in order to foster a more efficient overall operation. Additionally, a review should be done of the communications methods and tools that are in place for interdepartmental communication to determine if any of the current processes could be improved. Response Accepted Action Fleet meets with Field Operations bi-weekly to discuss issues and processes that affect both Operations. Fleet will initiate similar meetings with Gas Processing, Customer Affairs, Marketing and Materials Management in order to develop better communication flow between the departments. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 2nd Quarter FY 2010 Recommendation # III-15 Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently be developed and will be made available in March of 2009, should this recommendation not be part of that program PGW will provide an alternative strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible R.S.Rajan Director, Engineering and Facilities Expected Completion Date 4th Quarter FY 2009 (subject to BT input) Recommendation # III-16 Initiate an internal audit of the Facilities Department. Response Accepted Action Internal Audit Department will be contacted to schedule an Audit of the Facilities Department Individual Responsible R.S.Rajan Director, Engineering and Facilities Expected Completion Date 4th Quarter FY 2009 Recommendation# III-17 Initiate a formal material-demand-requirements forecasting program in the Procurement Department. (Refer to Finding III-21.) Audit Noted: The PGW Procurement Department should begin to improve its forecasting by working in conjunction with the operating departments and their planned work for the future. In this way, forecasts could be made that would reflect the actual work that is to be done rather than the work that has been done in the past. Such enhanced forecasting would result in an improved ability to provide the required procurement services in an effective, efficient, and timely manner. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 4th Quarter FY 2010 Recommendation # III-18 Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. (Refer to Finding III-22.) Audit Noted: The first step in this effort is to eliminate much of the paper that is now being generated and handled as part of the procurement process. This paper-based procurement process requires large amounts of time that would be better spent on other more important procurement tasks, such as vendor partnering, identifying new potential vendors, price negotiations, etc. It is through activities such as these that the PGW Procurement Department can institute improvement in the overall procurement process and provide better service to its clients. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2011 Recommendation# III-19 Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. (Refer to Finding III-23.) Audit Noted: A simple form of vendor performance surveying should be done in accordance with an established schedule. This regularity would permit the collection of the required information in an efficient and timely manner. This information could then be reviewed to identify potential problems with vendors or other areas where the Procurement Department could work with the vendors to improve their performance in the eyes of the PGW clients. This review process would also allow for the development of vendor performance ratings, which should be of great use to the Procurement Department buyers. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 4th Quarter FY 2010 Recommendation# III-20 Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. (Refer to Finding III-24.) Audit Noted: As stated previously, such a regularly scheduled rotation of buyers prevents situations of excessive familiarity with vendors on the part of the buyers. It also identifies any situations where this familiarity may have been a problem in the past. Additionally, a regular rotation provides necessary cross-training for the buyers so that situations of vacation, illness, or personnel changes can be responded to in a proactive manner thanks to the increased flexibility of the buyer staff. Response Accepted in Part Action Procurement agrees with this concept, while remaining aware that implementation will depend on a large extent on whether Phase 2 of the Business Transformation initiatives includes augmentation of Procurements staffing level. At present, we have only 5 buyers and depend on their expertise in purchasing within specific product categories to function efficiently. Increasing staff size was a feature of the original BT plan for transformation of the procurement organization and once that takes place, Procurement will implement this recommendation. Individual Responsible Kenneth Williams, Director Procurement and MBE Expected Completion Date 4th Quarter FY 2010 Recommendation# III-21 Develop a program to collect and use metrics that are related to individual buyer performance. (Refer to Finding III-25.) Audit Noted: Such buyer performance metrics would provide Procurement Department management with a viable tool to assist them in the job performance evaluation process. These metrics would also provide feedback to the individual buyers as to how they are doing in terms of job performance. Additionally, they would serve as a tool in the training of new buyers as they would provide an indicator of those new buyers progress as well as equip them with a set of standardized performance metrics against which they know that their performance would be measured. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 Recommendation# III-22 Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. (Refer to Finding III-26.) Audit Noted: Such metrics would provide a clear demonstration to PGW management of the Procurement Departments contribution to the performance of the overall company. This insight would serve to bring greater credibility to the Procurement Department in that PGW could quantify the staffs contribution, which can be sometimes overlooked. Such purchasing group achievement metrics could also be used by the departments management and the Supply Chain organization to judge, in a quantitative manner, the current performance of the Procurement Department relative to past periods. They could also be leveraged to establish empirical goals and objectives for the group to strive toward. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. (Refer to Finding III-27.) Audit Noted: Because volume purchasing is one of the keys to controlling purchased material costs, it would seem logical to investigate the opportunities that are available for developing joint purchasing agreements with the City on those items and on materials that are purchased by both groups. Because both entities are part of the overall City of Philadelphia organization, such arrangements may be very feasible from an organizational perspective. Response Accepted Action We have made preliminary contact with the City of Philadelphia Procurement Commissioners Office and are currently attempting to schedule a meeting to begin discussion of this concept, as well as working toward identifying areas where such an arrangement could have the greatest impact for PGW. We will continue to explore this in cooperation with the Citys procurement office. Individual Responsible Kenneth Williams, Director Procurement and MBE Expected Completion Date 4th Quarter FY 2010 Recommendation# III-24 Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. (Refer to Finding III-28.) Audit Noted: There are a number of capabilities in the existing Oracle procurement module that are not being used and which have been replaced with paper-based processes. This underutilization is inefficient from both an operational and an economic perspective. The basis of this study would be a determination of which of Oracles features would be expected to bring the largest and most immediate benefit to the operations of the Procurement Department. There would certainly be costs associated with the implementation effort and the required training, but the long-term benefits that would be derived would almost certainly be greater. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-25 Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. (Refer to Finding III-29.) Audit Noted: The Procurement Department and the Materials Management Department are partners in the work that is focused on providing the PGW operating groups with the materials they need, when they need them, and where they need them. Therefore, a seamless integration between these two key groups can only lead to improved operational efficiency and, as a result, better service provision to their client groups. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Although BT will provide the centralized umbrella for Supply Chain transformation, there are basic processes such as consolidation of procuring certain materials, i.e., valves and general materials that can be implemented before the larger BT project gets underway. We plan to move ahead with those. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-26 Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. (Refer to Finding III-30.) Audit Noted: Moving to a full e-procurement mode of operation will require the purchase and implementation of an additional Oracle module. While there are certainly significant costs associated with this implementation, most firms have found that the ongoing operational and economic benefits outweigh the initial costs. Procurement Department management and staff need to review the associated costs and benefits that would accrue from such an implementation and determine if such an effort would be operationally and economically beneficial to both the department and its clients. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 Recommendation# III-27 Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. (Refer to Finding III-31.) Audit Noted: Such a reduction in the levels of authorization would serve to expedite and simplify the overall procurement process for both the Procurement Department staff and its clients throughout PGW while still retaining control over dollars expenditures. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-28 Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. (Refer to Finding III-32.) Audit Noted: If the evaluation does show that such a new strategic sourcing strategy would be beneficial, the next step would be to identify specific vendors with which to begin the program. Using these vendors as a pilot program would provide an empirical means of testing the potential benefits of this new strategy. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-29 Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. (Refer to Finding III-33.) Audit Noted: As discussed previously in this report, the $10,000 limitation has been in place at PGW for some time. Raising the limitation to a number that is more reasonable in terms of the current economy and pricing structures would save a significant amount of unnecessary paperwork and effort on the part of the Procurement Department. This decrease in required effort, in turn, should raise the level of performance and produce financial savings. Response Accepted in Part Action While we agree with this Finding and with the intent of the recommendation, we remain aware that the $10,000 sealed bid limitation is written into PGWs Management Agreement with the City of Philadelphia, which dates back to 1972. To amend it is beyond the scope of the Procurement Department and would require an effort by other PGW divisions, including the executive and legal organizations. We will make the request to increase the sealed bid limitation although the outcome will be out of our hands due to the governance agencies involved in any such decision. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 Initiation Time Frame Recommendation # III-30 Initiate increased efforts to reduce the level of inventory in the MMD storerooms. (Refer to Finding III-14.) Audit Noted: Inventory targets have been established for each of the MMD storerooms for 2008, which is a very good first step. But concrete strategies now have to be established to ensure the achievement of these goals in the designated timeframe. Numerous means to achieve inventory reductions have been discussed in this report and they should provide a good basis for action. However, other methods of inventory reduction should be solicited from the MMD staff and managers as they have the highest level of knowledge of the daily operations. Additionally, an inventory reduction results-monitoring program should be put into place (if one does not exist already) to ensure that the ongoing progress of the initiative is known to all involved with it. As discussed Finding III-14. PGW would be able to reduce its inventory valuation by approximately $2 million, a one-time savings. Assuming 25% inventory carrying charges (which is the general industry standard), PGW would also be able to reduce its annual costs by approximately $500,000 (25% x $2,000,000). Response: Accepted Action MMD has improved the process of identifying obsolete materials. Inventory meetings are conducted with the operating departments to identify non-moving items. When items are identified as obsolete, the approval is agreed upon and the items are removed from inventory each month. This process will continue as follows: WarehouseDepartmentMaterial CompositionInventory ReductionTiogaDistributionPipes, Valves, Fittings$ 75,000MontgomeryGeneral MaterialsGeneral Materials$ 50,000RichmondGas ProcessingLNG Facility$ 50,000PassyunkGas ProcessingLNG Facility$150,000FleetFleet OperationsAuto Equipment$ 50,000Total$ 375,000Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 4th Quarter FY 2010 Recommendation# III-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.) Audit Noted: Employee reductions should be the natural result of some of the other initiatives discussed in this report, such as inventory reduction, warehouse consolidation, and increased use of available Oracle capabilities. However, as in any such employee-reduction program, it is critical that the work goes away before the number of employees is reduced. Additionally, employee reductions should be well thought-out in advance to avoid deleterious effects on the operations or the included employees. As discussed in Finding III-35, a reduction of eight in MMD staff is a feasible target. Based on a conservative estimate of a total annual cost of $50,000 per employee, if this eight employee reduction were achieved it can be estimated that it would result in an annual savings to PGW of approximately $400,000 (8 x $50,000). Response Accepted Action Upon consolidation of the warehouses and continued reduction of inventory, MMD will be able to reduce the headcount of employees. The consolidation will not be effective until 2010. PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Gearasir Jackson, Manager Materials Management Department Expected Completion Date 4th Quarter FY 2012 Recommendation# III-32 Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. (Refer to Finding III-36.) Audit Noted: Again, this effort would go hand in hand with the other initiatives discussed in this report, such as reduced levels of inventory, consolidation of storerooms, and improved utilization and application of the spare parts designation. Making operational gains in any of those areas should have a positive effect on the level of inventory turns that are produced. Response Accepted Action MMD has reduced order quantities and will continue to remove obsolete items as well as investigate additional vendors for inventory stocking programs. Upon consolidation of warehouses the identical items will be categorized under one material code number instead of multiple material code numbers. In order to reduce inventory and increase turns, Materials Management will take the following actions: Identify fast from slow moving inventory. On slow moving inventory, identify obsolete items, long-lead items, and emergency repairs items. Remove obsolete items from inventory and sell for scrap Review quantities levels and usage of slow moving items. Right size based on usage, lead-time, and seasonal periods. Investigate further vendor stocking options Increase turn to 3.0. Once consolidation occurs as part of the BT initiative, remove redundant items from stock. This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2011 Recommendation# III-33 Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. (Refer to Finding III-37.) Audit Noted: As stated previously in this report, most utilities have a standardized empirical definition of spare parts and apply this definition equally to all parts of their inventory. These spare parts are then excluded from the turns calculations because their critical nature renders them uncontrollable by the inventory managers. Only the general inventory should be used for the turns calculation. That is because the spare parts are generally expensive parts that do not move frequently but must be kept in stock in the event that equipment repairs are needed. Response Accepted Action The department is reviewing the items that are turning in the spare parts category and will establish a method to classify them as general inventory as well as the items that are in the general inventory that are required for an emergency will be re-classified as spare parts. A spare parts, general inventory, and emergency stock policy will be established, across warehouses, depending on movement, usage, and lead-time. Current spare items are identified as well as general inventory and emergency stock in Oracle. Historical data will be reviewed in each warehouse and re-classified in the appropriate categories. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation # III-34 Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. (Refer to Finding III-38.) Audit Noted: Oracle-related inventory procedures already exist at PGW. These processes could easily serve as the basis for the development of a fully functional set of day-to-day operational procedures for the MMD operations. Response Accepted Action Oracle procedures exist; procedure manuals are being developed for each area and will be distributed. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-35 Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. (Refer to Finding III-39.) Audit Noted: Such a study would be a standard cost/benefit analysis to determine which course of action would serve the MMD and PGW in general the best. It is important to make sure that all of the various advantages and disadvantages of each of the modes of operation are included and thoroughly considered. Response Accepted Action An assessment will be performed to determine if the Material Delivery function is cost effective. An economic analysis will be performed to determine if a third party performing these functions would be more cost effective. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation# III-36 Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. (Refer to Finding III-40). Audit Noted: This assessment entails another straightforward cost/benefit analysis, but weight should be given to the operational advantages of having someone else deal with the day-to-day fuel provision function. Response Accepted Action An assessment will be performed to determine cost/benefit, and any advantages to PGW operational efficiencies. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation # III-37 Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. (Refer to Finding III-41.) Audit Noted: As stated previously in this report, outsourcing of this function could potentially serve two purposes: saving money and putting personnel who are more knowledgeable of vehicle parts into the Fleet Operations storeroom. Again, firms that specialize in the provision of vehicle parts procurement and inventory bring specialized expertise and economies of scale. That is because such operations are within their core competencies. A local example of where such an outsourcing effort has been successful is at Philadelphia Energy Company (PECO). Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-38 Initiate efforts to increase the usage of vendor stocking arrangements. (Refer to Finding III-42.) Audit Noted: This effort should not be focused solely on initiating vendor stocking agreements. Rather, it should also attempt, in conjunction with the Procurement Department, to identify the opportunities that exist for the creation of a more wide-ranging strategic sourcing program. However, it is likely that the vendor stocking aspect is the one that would pay the largest returns to PGW in a relatively short timeframe. Response Accepted Action MMD is currently working with Procurement on bundling items and will converse to determine what other opportunities are available. This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-39 Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. (Refer to Finding III-43.) Audit Noted: This cross-training program does not need to be intensive or extremely time-consuming to produce the desired effect. Rather, it should provide more in the way of exposure to the daily workings of the operational groups so that their requirements can be better understood. A frequent result of such a program is an improvement in communication between the materials management groups and the operating groups, which can serve to significantly improve coordination. Response Accepted Action A training program will be developed and scheduled with the Field Operations, Gas Processing, and Fleet Departments. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 4th Quarter FY 2010 Recommendation# III-40 Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. (Refer to Finding III-44.) Audit Noted: This assessment entails a fairly standardized analysis that would look at the costs and the benefits and then determine if bar-coding would be worthwhile from both operational and economical standpoints. Most of the materials management organizations that have performed similar studies have found that bar-coding did bring substantial benefits to their operations. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation# III-41 Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. (Refer to Finding III-45.) Audit Noted: Under the current mode of operation with six storeroom facilities, a considerable amount of double-handling and wasted effort results. Shipments are received in one storeroom and are put into storage. Subsequently, they are required by another storeroom and have to be picked, packed, and transported again. Then at the second warehouse, the receiving process must be undertaken again. This assessment should include a lease versus buy analysis for the storeroom facility. At a minimum, this evaluation should include consideration of a consolidation into one storeroom for the Montgomery and Tioga storerooms. Such unification was done at one time in another larger facility but that facility was sold (PGW had leased it). Subsequent to this event, PGW no longer had a facility large enough to house the combined inventory so multiple storerooms were established. Response Accepted Action This recommendation may be implemented as part of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. A professional evaluation of all PGW facilities is currently underway which may result in a plan for warehouse consolidation earlier than the original BT timeline. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation# III-42 Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. (Refer to Finding III-46.) Audit Noted: There are a number of capabilities in the existing Oracle inventory management module that are not being used and which have been replaced with paper-based processes. This underutilization is inefficient from both an operational and an economic perspective. The basis of this study would be a determination of which Oracle features would be expected to bring the largest and most immediate benefit to the operations of the MMD. There would certainly be costs associated with the implementation effort and the required training, but the long-term benefits that would be derived would almost certainly outweigh them. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation # III-43 Formalize and enhance PGWs Enterprise Risk Management (ERM) program. Response Accepted Action PGW has continued to follow through on its plan to improve, formalize, and finalize its Enterprise Risk Management Program. PGW has engaged the services of experts from Marsh, PGWs insurance broker. Following a preliminary review of the current program, Marsh will be meeting with top management to explore the next steps. In addition, PGWs internal audit contractor, Grant Thornton, will be performing a basic risk assessment for audit identification purposes which will be considered as part of the Marsh evaluation. Grant Thornton has also proposed ERM software which will also be considered, in addition to other tracking methods. With these measures, PGW will have a high level, professional ERM program to address its myriad risks, devise proper responses, and allocate resources appropriately. Individual Responsible Jane Lamb Director, Risk Management Expected Completion Date 4th Quarter FY 2009 Recommendation # III-44 Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. Response Accepted Action Legal, working with Human Resources and Organizational Development, will utilize an outside consultant to perform a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. Individual Responsible Abby Pozefsky, Senior Vice President and General Counsel Raquel Guzmn, Vice President and Associate General Counsel Expected Completion Date 4th Quarter FY 2009 Recommendation # IV -1 Streamline the corporate governance processes of PGW. Response Reject Action This recommendation is beyond the capacity of PGW Management to address and is therefore rejected. Individual Responsible Thomas E. Knudsen, President and Chief Executive Officer Expected Completion Date Not Applicable Recommendation # IV-2 Develop an ongoing Ethics training program. Response Accepted Action Legal will continue to offer periodic, mandatory ethics training to all exempt employees on a bi-annual basis, and will pursue offering training to represented employees. Individual Responsible Howard Lebofsky, Assistant General Counsel and Ethics Officer. Expected Completion Date 4th Quarter FY 2009 Recommendation # IV -3 Strengthen the Board Audit Committee function. Response Accepted Action PGW is currently working with the PFMC Audit committee in acting on the recommendations made by Schumaker and Company in the audit report. These items should be instituted by the February 2009 Board of Directors meeting. Individual Responsible Thomas E. Knudsen, President and Chief Executive Officer Expected Completion Date 3rd Quarter FY 2009 Recommendations # IV4 Modify the IA program structure by addressing all noted deficiencies. Response Accepted Action PGW Internal audit has initiated a number of activities to aggressively move the Internal Audit function forward. These include: Performing a number of internal and outsourced audits to provide the basis for assessing risk mitigation, audit planning and establishing appropriate management policies, plans, procedures, practices, and systems; A draft strategic plan, based on increasing in-house capability while utilizing elements of outsourcing and co-sourcing, has been prepared and is being presented to the Audit Committee for approval in February 2009; A new audit plan was approved and Grant Thornton selected to perform selected audits during a transition period. Their four Audit Projects will be completed in late January or no later than early February 2009; A new IIA Audit Manual was purchased, edited, and published in 2008 with management policies, plans, procedures, practices, and systems suggested by the IIA in compliance with the International Standards for the Professional Practice of Internal Auditing; IA will contract with the Grant Thornton to assist staff in the evaluation and selection of a Commercially-off-the-shelf (COTS) integrated Governance, Risk, and Controls software and complete a Risk Assessment by February 2009, to evaluate, utilizing the COSO framework: a common business risk language; the effectiveness of the PGW organizational control structure; Business Process controls; and To identify, map, and evaluate major financial, and non-financial, processes and key control points, promoting the early identification, assessment, and management of key risks; The Risk Assessment will be used with a three year Audit Plan pursuant to IAs charter and in compliance with IIA standards; IA will contract with Grant Thornton to help it self assess its procedures as a step in performing a Quality Assessment. The output of the Assessment will be recommendations, aligned with the Management Audit Recommendations and IIA standards, to help IA move to best practices in management policies, plans, procedures, practices, and systems; IA will use the Risk Assessment and this report to support the budget, which is designed to increase staff over the five-year period, and reduce the heavy percentage of out/co-sourcing in parallel, to support its new strategic plan. Individual Responsible Thurman Bullock, Director Internal Auditing Expected Completion Date 3rd Quarter FY 2009 Recommendation # IV-5 Expedite the pursuit of the Business Transformation project. (Refer to Finding IV-7.) Only a portion of the BT project has been approved to date. This management audit report identifies other findings and recommendations that could be addressed by certain aspects of the BT project. Pending the successful outcome of the already approved portion of the BT project, the remaining portion of BT should be revisited for implementation. It should also be included in the implementation plan submitted by PGW to the PaPUC in response to our management audit report. Response Accepted Action PGW has begun planning for the next phase of Business Transformation (BT) as ordered by the PaPUC as part of the recently approved Emergency Rate relief. PGW expects to have a proposal for the remainder of the BT Program completed in early March outlining the specifics of the program and the associated Cost/Benefit analysis. The current BT Lite Completion schedule is below: Customer Affairs Anticipated Production Date Write-Off Reactivation March 2009 Risk Based Collections March 2009 Landlord Cooperation Program July 2009 Lien System January 2009 Soft-Off April 2009 Field Operations Resource Management May/June 2009 Field Management May/June 2009 Other Real Estate Rationalization April 2009 assessment compete Time & Labor Management March 2009 Individual Responsible Thomas L. Kuczynski, SVP Business Transformation & Information Services Expected Completion Date 4th Quarter FY 2010 Recommendation # V-1 Institute flexible work rules and hours in financial management functions Response Accepted Action PGW on September 13, 2008 entered into a memorandum of agreement with GWEU Local 686 for the purpose of implementing formal educational requirements, performance standards, and cross-functionality of all Accounting and Reporting and Treasury union employees (See attached Agreement). The intent of this agreement is to accomplish three main goals. First, PGW has established formal educational requirements for all new union employees hired after this agreement is executed. It is the belief of PGW that to truly enhance the performance of the department, it is essential that all new union employees be formally trained in the principles of accounting. Secondly, from this agreement, PGW implemented performance standards. With the implementation of these performance standards, PGW believes in conjunction with the new formal educational requirements that the work quality of the department will be improved. Finally, PGW has implemented cross-functionality for all union-represented employees to develop and enhance their skill set by cross-training these employees in every job function within the hierarchy. The combination of the formal educational requirements, performance standards, and the implementation of cross-functionality will allow each union employee to have the skill sets to be interchangeable within their respective grade levels. With this training and versatility, management will have the additional tools essential to increase productivity during critical time sensitive periods. Individual Responsible Robert C. Haeberle, Manager Financial Reporting Expected Completion Date Completed September, 2008 Recommendation # V-2 Update the payroll system cost analysis. (Refer to Finding V-6). Response Accepted Action PGW initially implemented Automatic Data Processing, Inc. (ADP) Human Resources Management System (HRMS) in April 2003 and continued automatic contract extensions through October 2008. PGW has since contracted with ADP for another four (4) years extending through November 2012. Provisions in the contract included no price increases for the durations of the contract. PGW completed a Request for Proposal (RFP) process in September 2008. Two (2) HRMS/Payroll Providers bid which included ADP and Ceridian, Inc. Ceridian was the lower bid; however, Ceridian could not fulfill all of PGWs requirements. PGW has been utilizing ADP for Human Resources Management Applications and Payroll Processing since April 2003. It was deemed more economical in the long run to stay with ADP than to incur the additional costs associated with a full software conversion. Additionally, ADP had created Custom Programs including PGWs Pension Calculation, which Ceridian could not satisfy and PGW would have to use a third-party vendor for the calculation (no estimate was supplied by Ceridian). This program is already in place in the current ADP HRMS/Payroll System. Individual Responsible Joseph F. Golden, Jr. - Controller Expected Completion Date Completed December, 2008 Recommendation # V-3 Improve the timing of the budget preparation and approval process Response Accepted Action Review timing of the FY 2010 budget review processes; Determine factors that contributed to any delay in approving the budget; Identify modifications to process to insure timely approval; Develop recommendations to insure timely approval; and Seek any necessary approvals to implement recommendations for FY 2011 budget process. Individual Responsibility Joseph R. Bogdonavage, Senior Vice President of Finance Expected Completion Date 1st Quarter FY 2010 Recommendations # V-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. Response Accepted Action The Action Plan and corresponding schedules detailed in Recommendation IV-4 will be applied. Individual Responsible Thurman Bullock, Director Internal Auditing Expected Completion Date 3rd Quarter FY 2009 Recommendation # V-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. Response Accepted Action A calendar of meetings has been prepared and given to the Audit Committee Chair incorporating quarterly meetings. The CEO and Director will work with the Chair to ensure holding quarterly meetings Individual Responsible Thurman Bullock, Director Internal Auditing Expected Completion Date Complete Recommendation # VI-1 Expand PGWs diversity program beyond compliance-oriented activities. Response Accepted Action Look at developing overarching diversity programs to include online learning, speakers bureau, etc. (featured guest) PGW continues to be a viable partner within our community. We participate in numerous neighborhood diversity initiatives as well as hosting events for our neighbors. An online diversity learning module has just been completed and will be launched to all employees in 2009. We have also recognized the business need for diversity by hiring bi-lingual customer representatives. We will continue to recognize our diverse workforce through the employee recognition initiative. We envision a speaker bureau that will address various diversity issues and present them to our management team. Individual Responsible Lorraine Webb, Vice President of Organizational Development Expected Completion Date 3rd Quarter FY 2010 Recommendation # VI-2 Begin filing comprehensive diversity reports to the PaPUC annually. Response Accepted Action Preparing to submit report and send report by April 1st of each year. These reports will be filed at the appropriate times. Individual Responsible Lorraine Webb, Vice President of Organizational Development Expected Completion Date 1st Quarter FY 2010 Recommendation# VI-3 Explore the use of spend targets in the Procurement Departments performance objectives. (Refer to Finding 0-8.) Response Accepted Action The Procurement Department currently sets an MBE participation goal in the form of an overall percentage of purchasing business handled directly by Procurement. We will conduct an analysis to determine how specific dollar-amount spend targets would impact our ability to meet MBE goals. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 Recommendation # VII -1 Provide at least two controllers on all shifts for the Gas Control Center. Response Accepted Action PGW considers this type of issue to have enterprise wide impact; as a result, a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. In addition PGW requires two gas controller staffing on a 24/7 basis from November 15th through April 15th, and will bring in two controllers to staff the area during any non routine situations outside of this time period, i.e. high terrorist threat levels and hurricanes which threaten PGW supply. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date 2nd Quarter FY 2010 Recommendation # VII -2 Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. Response Accepted Action PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date 2nd Quarter FY 2010 Recommendation # VII -3 Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board. Response Accepted Action In consultation with the Legal department PGW will do an analysis of its procedure. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date 1st Quarter FY 2010 Recommendation # VII -4 Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers. Response Accepted Action PGW will develop a process and procedure to implement a credit evaluation of its suppliers. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date 1st Quarter FY 2010 Recommendation # VII -5 Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently be developed and will be made available in March of 2009, should this recommendation not be part of that program PGW will provide an alternative strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date 2nd Quarter FY 2010 Recommendation # VII -6 Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review. Response Accepted Action Based on PGWs 1307F settlement for Fiscal Year 08-09, it will continue to evaluate these types of arrangements on an ongoing basis. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date 4rd Quarter FY 2009 and on going thereafter Recommendation # VII-7 Enhance the FSD and Distribution business processes through more computerization. Response Accepted Action This recommendation is addressed by the Business Transformation Lite Program which is currently underway. As part of its Business Transformation Program, PGW will implement a Resource Management function within the Field Operations department that will be responsible for the development of a rolling long-term integrated plan for completing all scheduled and response-related work, while meeting the corporate-driven objectives and regulatory requirements associated with PGW field work. In order to better enable Operations to be successful in executing the work plans, PGW intends to define, design, and implement a number of system enhancements focused on improving productivity by automating various associated processes. Specific functions that will be evaluated will included and may not be limited to work order generation, estimating, scheduling, work order racking and assignment, and dispatching. Once this initial requirement definition process is completed, the actual technical design, development, test, and implementation effort / cost will be estimated and a cost / benefit analysis will be completed prior to obtaining approval to move forward. In addition to these system enhancements, PGW intends to investigate the use of global positioning software (GPS) in order to provide automated best available work assignments to dispatchers in real-time. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date The initial requirement definition process is expected to be complete by the end of the 4th Quarter FY 2009 Recommendation # VII-8 Centralize all field force planning, scheduling, performance monitoring and analysis functions. Response Accepted Action This recommendation is addressed by the Business Transformation Lite Program which is currently underway. As part of its Business Transformation Program, PGW will implement a Resource Management function within the Field Operations department that will be responsible for the development of a rolling long-term integrated plan for completing all scheduled and response-related work, while meeting the corporate-driven objectives and regulatory requirements associated with PGW field work. Resource Management will define work bundling guidelines, identify work bundling opportunities, and schedule the associated jobs based on planned work volume targets and work priority for all of Field Operations. In addition, Resource Management will provide monthly work completion reports and will be responsible for capturing all completed work volumes and associated costs in order to track relative performance against the work plan and approved budgets. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date Resource Management is expected to be functional by the beginning of the 4th Quarter FY 2009 Recommendation # VII-9 PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. Response Accepted Action As part of its Main Replacement Prioritization Program, PGW agrees that as we become more familiar with the implemented software and its functionality, we will consider potential enhancements to our risk and condition model. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date PGW will have sufficient knowledge of the new application to be able to consider future enhancements to the Advantica program by the beginning of the 4th Quarter FY 2010 Recommendation # VII-10 Set more aggressive performance targets on gas leak response. (Refer to FindingVII22.) Response Accepted Action PGW places the highest urgency on leak response. PGW will review its current leak response goal and set a more aggressive target. Individual Responsible Paul A. Mondimore, Vice President of Field Operations Expected Completion Date 4th Quarter FY 2009 Recommendation # VII 11 Build a stronger gas theft of service program. Response Accepted Action As stated in Recommendation VIII-17, PGW will review its current theft prevention program and undertake an industry study to determine Best Practices. The analysis will include but will not be limited to internal systems, external vendors/systems and other gas utilities. Enhancements to existing policies and procedures will be implemented as necessary. Individual Responsible Cristina Coltro, VP of Customer Service Expected Completion Date 1st Quarter FY 2010 Recommendation # VII-12 Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. Response Accepted Action Operations monitors on a monthly timeframe, current staffing levels and departmental future requirements. In conjunction with the Organizational Department within Human Resources, Operations coordinates departmental and organizational employee requirements. PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Paul A. Mondimore, Vice President of Field Operations Expected Completion Date Ongoing Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. The recommendations suggested in the RUP project will form the basis for PGWs strategy for configuration of district offices. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Once this is complete renovations will be made accordingly. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY 2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting. Noted in Audit - As previously mentioned, many state regulatory commissions consider such programs a competitive service that should be funded totally by the customers that use the program. Another way of stating that sentence is that the ratepayers who are not using that program should not be providing any funding to that program what many refer to as cross subsidization. A study needs to be performed periodically to ensure that this is the case. Response Accepted Action PGW has and will continue to determine the profitability of the Parts and Labor Program. A cost benefit analysis is performed after each fiscal year using Generally Accepted Accounting Principles (GAAP) guidelines. Individual Responsible Joseph Smith, Vice President of Marketing Cristina Coltro, Vice President of Customer Affairs Paul Mondimore, Vice President of Field Operations Joseph Bogdonavage, Senior Vice President of Finance Expected Completion Date 4th Quarter FY 2009 Recommendation# VIII-14 Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. (Refer to Finding VIII-15.) Response Rejected to the extent the recommendation affects governance over which PGW has no control. Accepted with regard to Finding VIII-15. Action PGW will continue its investigation and analysis of universal services programs around the country including funding mechanisms. The plan is to develop scenarios for program design and mechanisms for sharing the burden in a fair and equitable manner. PGW will also look at potential funding mechanisms through the use of its own assets. PGW will work with parties that have jurisdiction and/or the ability to assist in creating a solution to the problem. Individual Responsible Steven Hershey, V.P. Regulatory and External Affairs Expected Completion Date 2nd Quarter FY 2010 Recommendation # VIII-15 Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). This type of information could be used to measure the performance in providing customer refunds on a timely basis. Response Accepted Action PGW will develop a report that lists all accounts that will contain the date when the credit balance occurred with the amount as well as the refund date and refund amount. This information will be maintained on a historical basis. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-16 Reevaluate the use of the soft-off program at PGW. Response Accepted Action As part of its Business Transformation Program, PGW will implement an automated soft off selection and monitoring process as well as a landlord cooperation program. The automated soft off process will systematically dictate whether a customer requested shut-off should result in scheduling a physical shut-off order or placement of the gas service account into PGWs name and then monitoring the account for excess usage. The landlord cooperation program is an incentive based program that will increase PGWs access to premises containing multiple meters connected to a single service. These custom solutions will be integrated with existing PGW systems and business processes in order to manage customer and property information accurately and to manage all field work including physical notification, shut-off, and turn-on activities. The system solutions will be user configurable, allowing PGW to define specific monitoring and notification time periods, usage thresholds, and daily work volume. As a result of these initiatives and the system automation that they will provide, PGW will be able to minimize the extra costs that exceed the expected soft off consumption / cost by physically notifying and shutting off properties where the accumulated usage has exceeded a PGW defined threshold in a timely manner. Individual Responsible Cristina Coltro, Vice President of Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation VIII 17 Undertake a major study to improve the gas theft prevention program. (Finding VIII 18.) Response Accepted Action PGW will review its current theft prevention program and undertake an industry study to determine Best Practices. The analysis will include but will not be limited to internal systems, external vendors/systems and other gas utilities. Enhancements to existing policies and procedures will be implemented as necessary. Individual Responsible G. Hornbuckle, Director Credit and Collections Expected Completion Date 3rd Quarter FY 2010 Appendix A: Glossary A. ItemAcronymDescriptionaccounts payableA/Paffirmative actionAAaffirmative action planAAPAmerican Gas AssociationAGAautomated call directorACDautomated clearinghouseACHAutomated Computer Aided DraftingAutoCADAutomated Data ProcessingADPAutomated Information Management SystemAIMS/AIMS2automated meter readingAMRautomated time management systemATMSautomatic external defibrillatorAED B. ItemAcronymDescriptionBank of AmericaBOABilling Collection & Customer ServiceBCCSbillion cubic feetBcfBoard of DirectorsBODBritish thermal unitBTUBureau of Consumer ServiceBCSBusiness Technology ConsultantBTCBusiness TransformationBTbusiness transformationBTBusiness Transformation InitiativeBTI ItemAcronymDescriptionBusiness Transformation Steering CommitteeBTSCbusiness unitBU C. ItemAcronymDescriptioncalendar yearCYCannot Get InCGIChief Executive OfficerCEOChief Financial OfficerCFOChief Information OfficerCIOChief Operating OfficerCOOCincinnati Gas & Electric CompanyCG&Ecode division multiple accessCDMAcommercially-off-the-shelfCOTScompressed natural gasCNGcontinuing property recordsCPRcontract management systemCMScorrective maintenanceCMCredit & CollectionsC/Ccustomer assistance programCAPCustomer Contact CenterC3Customer Responsibility ProgramCRPCustomer Review UnitCRUcustomer service centerCSCcustomer service representativeCSR D. ItemAcronymDescriptiondatabase administratorDBAdecathermsDTHDelaware Department of TransportationDelDotDepartment of TransportationDOTdisabled-owned business enterpriseDBEDispute Resolution UnitDRUDistribution Integrity Management ProgramDIMP E. ItemAcronymDescriptionelectronic data interchangeEDIelectronic funds transferEFTend of yearEOYEnergy Insurance MutualEIMenterprise resource planningERPenterprise risk managementERMEnterprise Steering CommitteeESCequal employment opportunityEEOEqual Employment Opportunity CommissionEEOCExpert Agent SelectionEAS F. ItemAcronymDescriptionFederal Energy Regulatory CommissionFERCField Services DepartmentFSDfile/printF/Pfinancial size categoryFSC ItemAcronymDescriptionfiscal yearFYFixed Utility ServicesFUSFleet OperationsFOFlexible Spending AccountFSAfree-is-goodFIGfull-time equivalentFTE G. ItemAcronymDescriptiongas cost recoveryGCRGas Industry Standards BoardGISBGas Processing DepartmentGPDGeneral CounselGCgeneral ledgerG/Lgeographic information systemGIS H. ItemAcronymDescriptionheating, ventilation, and air conditioningHVACHuman Resource Information SystemHRISHuman ResourcesHR I. ItemAcronymDescriptionInformation ServicesISInformation Systems Audit and Control AssociationISACA ItemAcronymDescriptioninformation technologyITinstruction set architectureISAintegrated voice responseIVRInternal AuditIAInternational Customer Management InstituteICMIInternational Swaps & Derivative AssociationISDA J. ItemAcronymDescription K. ItemAcronymDescriptionkey performance indicatorKPI L. ItemAcronymDescriptionLandlord Cooperation ProgramLCPliquid natural gasLNGLiving Disaster Recovery Planning SystemLDRPSlocal area networkLANlocal distribution companyLDClong-term disabilityLTDLow Income Home Energy Assistance ProgramLIHEAP M. ItemAcronymDescriptionMain Replacement PrioritizationMRPMaterials Management DepartmentMMDMedical Review OfficerMROMeter Investigation UnitMIUminority business enterpriseMBEMinority Business Enterprise CouncilMBECMinority Supplier Development CouncilMSDCminority/women business enterpriseM/WBEthousand cubic feetMcfN. ItemAcronymDescriptionNational Association of Securities DealersNASDNational Association of Women Business OwnersNAWBONatural Gas Approved Standardized Buy/Sell AgreementNASBYNew Jersey Department of TransportationNJDotNew York Stock ExchangeNYSEnon-payment shutoff programNPSOnot-to-exceedNTEO. ItemAcronymDescriptionOffice of Federal Contract Compliance ProgramOFCCPoperations and maintenanceO&MItemAcronymDescriptionOperations Systems SupportOSSOrganizational DevelopmentODovertimeOT P. ItemAcronymDescriptionParts and Labor PlanPLPpayback periodPBPpayment arrangementPARPennsylvania Department of TransportationPennDOTPennsylvania Human Relations CommissionPaHRCPennsylvania Public Utility CommissionPaPUCperformance improvement planPIPpersonal computerPCPhiladelphia Commission on Human RelationsPCHRPhiladelphia Facilities Management CorporationPFMCPhiladelphia Gas CommissionPGCSame acronym as purchased gas costsPhiladelphia Gas WorksPGWPhiladelphia Housing AuthorityPHAPhiladelphia Human Rights CommissionPHRCpreventive maintenancePMPricewaterhouse Coopers, LLCPwCproject management officePMOProject Management ProfessionalPMPPublic Utility CommissionPUCpurchase orderPOpurchased gas costsPGCSame acronym as Philadelphia Gas CommissionPurchasing Management Association of PhiladelphiaPMAP Q. ItemAcronymDescriptionquality assuranceQAquality-of-service isolationQoS isolation R. ItemAcronymDescriptionrequest for proposalRFPrequest for quoteRFQReturn Material AuthorizationRMARevenue Protection UnitRPU S. ItemAcronymDescriptionSarbanes-Oxley ActSOXSecurities and Exchange CommissionSECSenior Vice PresidentSVPseparate trading of interest and principal securitiesSTRIPSservice level agreementSLASmall Business AdministrationSBASource of AuthoritySOASoutheastern Pennsylvania Transportation AuthoritySEPTAstorage area networkSANStrategic Alignment ScoreSASStrategic Focused OrganizationSFOSupervisory Control and Data AcquisitionSCADAItemAcronymDescriptionSupply ChainSC T. ItemAcronymDescriptiontax-exempt commercial paperTXCPthird-party administratorTPATranscontinental PipelineTransco U. ItemAcronymDescriptionunaccounted-for gasUAGUnderground Facilities DatabaseUFDuninterruptible power supplyUPSUnited States Department of TransportationUSDOTUtility Emergency Service FundUESFUtility Workers Union of AmericaUWUA V. ItemAcronymDescriptionVice PresidentVPvirtual machineVM W. ItemAcronymDescriptionwide area networkWANwomen business enterpriseWBEworkers compensation WC Y. ItemAcronymDescription Z. 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PRTmnpy{|㷳ꙑ㙍~zhhEhM5 hGhMh.hGhH*h#hGUI6CJOJQJ\]^JaJhGUIh<hGh( H*hGh( \hGh( OJQJ hGh( CJOJQJ^JaJ hGh( )hEh( 6CJOJQJ\]^JaJ*2FGHJcdgdEgdStgdgd OPRSTm5ijgdStgdStgdgd5ij&*+2xz $-sӾﰜژڐڌӈӄ}t}t}nt} h50J+h>_hN0J+ h>_hNhNhhdhGhM\h&hGhM56CJOJQJ^JaJhCJOJQJ^JaJhGhMH*hGhM5B*ph hGhM)hEhM6CJOJQJ\]^JaJ hGhMCJOJQJ^JaJ+j)*+2tuvxyzgdgdgdStgdSt $ *$IfgdX} & F d$d1$NgdN$ hd1$a$gdNgdgd$%6:;qhhh *$IfgdX}kdP9$$IflFBP'S[ t0'6    44 la;<ORSqhhh *$IfgdX}kd9$$IflFBP'S[ t0'6    44 laSTlpqqhhh *$IfgdX}kd:$$IflFBP'S[ t0'6    44 laqrqhhh *$IfgdX}kdH;$$IflFBP'S[ t0'6    44 laqhhh *$IfgdX}kd;$$IflFBP'S[ t0'6    44 laqhhh *$IfgdX}kd<$$IflFBP'S[ t0'6    44 laqf]] *$IfgdX} *$$IfgdX}kd@=$$IflFBP'S[ t0'6    44 laqhhh *$IfgdX}kd=$$IflFBP'S[ t0'6    44 laALMqhhh *$IfgdX}kd>$$IflFBP'S[ t0'6    44 laMNfjkqhhh *$IfgdX}kd8?$$IflFBP'S[ t0'6    44 laklqhhh *$IfgdX}kd?$$IflFBP'S[ t0'6    44 laqfff *$$IfgdX}kd@$$IflFBP'S[ t0'6    44 laqlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd0A$$IflFBP'S[ t0'6    44 laqhhh *$IfgdX}kdA$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdB$$IflFP'Sv t0'6    44 la/34qfff *$$IfgdX}kd(C$$IflFP'Sv t0'6    44 la45HLMqfff *$$IfgdX}kdC$$IflFP'Sv t0'6    44 laMNcghqfff *$$IfgdX}kdxD$$IflFP'Sv t0'6    44 lahiqfff *$$IfgdX}kd E$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdE$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdpF$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdG$$IflFP'Sv t0'6    44 la qfff *$$IfgdX}kdG$$IflFP'Sv t0'6    44 la!-qhhhhh *$IfgdX}kdhH$$IflFP'Sv t0'6    44 la-.Y^_qfff *$$IfgdX}kdI$$IflFP'Sv t0'6    44 la_`nqrqfff *$$IfgdX}kdI$$IflFP'Sv t0'6    44 larstw|qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd`J$$IflFP'Sv t0'6    44 lastuvwCF0|}~-3 XYZs,~9\ ghi h5hN h50J+h>_hN0J+ h>_hNhNXqhhh *$IfgdX}kdK$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdK$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdXL$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdM$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdM$$IflFP'Sv t0'6    44 la,01qhhh *$IfgdX}kdPN$$IflFP'Sv t0'6    44 la12TYZqhhh *$IfgdX}kdN$$IflFP'Sv t0'6    44 laZ[y~qhhh *$IfgdX}kdO$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdHP$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdP$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdQ$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd@R$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdR$$IflFP'Sv t0'6    44 la378qhhh *$IfgdX}kdS$$IflFP'Sv t0'6    44 la89UYZqhhh *$IfgdX}kd8T$$IflFP'Sv t0'6    44 laZ[svwqhhh *$IfgdX}kdT$$IflFP'Sv t0'6    44 lawxqhhh *$IfgdX}kdU$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd0V$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdV$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdW$$IflFP'Sv t0'6    44 laqlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd(X$$IflFP'Sv t0'6    44 la267qhhh *$IfgdX}kdX$$IflFP'Sv t0'6    44 la78CGHqfff *$$IfgdX}kdxY$$IflFP'Sv t0'6    44 laHIovwqfff *$$IfgdX}kd Z$$IflFP'Sv t0'6    44 lawxqfff *$$IfgdX}kdZ$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdp[$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kd\$$IflFP'Sv t0'6    44 la qfff *$$IfgdX}kd\$$IflFP'Sv t0'6    44 la$0qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kdh]$$IflFP'Sv t0'6    44 la01MQRqhhh *$IfgdX}kd^$$IflFP'Sv t0'6    44 laRSmqrqhhh *$IfgdX}kd^$$IflFP'Sv t0'6    44 larsqhhh *$IfgdX}kd`_$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd`$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd`$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdXa$$IflFP'Sv t0'6    44 la  qhhh *$IfgdX}kdb$$IflFP'Sv t0'6    44 la  (,-qhhh *$IfgdX}kdb$$IflFP'Sv t0'6    44 la-.V[\qhhh *$IfgdX}kdPc$$IflFP'Sv t0'6    44 la\]txyqhhh *$IfgdX}kdc$$IflFP'Sv t0'6    44 layz{~qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kdd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdHe$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kde$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdf$$IflFP'Sv t0'6    44 la qfff *$$IfgdX}kd@g$$IflFP'Sv t0'6    44 la!-qhhhh *$IfgdX}kdg$$IflFP'Sv t0'6    44 la-.:=>qfff *$$IfgdX}kdh$$IflFP'Sv t0'6    44 la>?VZ[qfff *$$IfgdX}kd8i$$IflFP'Sv t0'6    44 la[\mpqqfff *$$IfgdX}kdi$$IflFP'Sv t0'6    44 laqrqfff *$$IfgdX}kdj$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kd0k$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdk$$IflFP'Sv t0'6    44 laqlQHHH *$IfgdX} & F d$d1$NgdNgdX}kdl$$IflFP'Sv t0'6    44 latkkk *$IfgdX}kd(m$$IflFP'Sv t0'6    44 latkkk *$IfgdX}kdm$$IflFP'Sv t0'6    44 la489tkkk *$IfgdX}kdnn$$IflFP'Sv t0'6    44 la9:JMNtkkk *$IfgdX}kdo$$IflFP'Sv t0'6    44 laNO^bctkkk *$IfgdX}kdo$$IflFP'Sv t0'6    44 lacdtkkk *$IfgdX}kdWp$$IflFP'Sv t0'6    44 latoTKKK *$IfgdX} & F d$d1$NgdNgdX}kdp$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdq$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdEr$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdr$$IflFP'Sv t0'6    44 la'3qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kds$$IflFP'Sv t0'6    44 la34ILMqhhh *$IfgdX}kd=t$$IflFP'Sv t0'6    44 laMNqfff *$$IfgdX}kdt$$IflFP'Sv t0'6    44 laqhhhh *$IfgdX}kdu$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kd5v$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdv$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kdw$$IflFP'Sv t0'6    44 laqfff *$$IfgdX}kd-x$$IflFP'Sv t0'6    44 laBGHqfff *$$IfgdX}kdx$$IflFP'Sv t0'6    44 laHIv{|qfff *$$IfgdX}kd}y$$IflFP'Sv t0'6    44 la|}~qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd%z$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdz$$IflFP'Sv t0'6    44 laqlQHHH *$IfgdX} & F d$d1$NgdNgdX}kdu{$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd|$$IflFP'Sv t0'6    44 laqlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd|$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdm}$$IflFP'Sv t0'6    44 la156qhhh *$IfgdX}kd~$$IflFP'Sv t0'6    44 la67`fgqhhh *$IfgdX}kd~$$IflFP'Sv t0'6    44 lagh{qhhh *$IfgdX}kde$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd $$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd]$$IflFP'Sv t0'6    44 la qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd$$IflFP'Sv t0'6    44 la .23qhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la34TXYqhhh *$IfgdX}kdU$$IflFP'Sv t0'6    44 laYZquvqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 lavwqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdM$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la qhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la5;<qhhh *$IfgdX}kdE$$IflFP'Sv t0'6    44 la<=QUVqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laVWZ_gsqVMMM *$IfgdX} & F d$d1$NgdNkd$$IflFP'Sv t0'6    44 lastqhhh *$IfgdX}kd=$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laAGHqhhh *$IfgdX}kd5$$IflFP'Sv t0'6    44 laHIafgqhhh *$IfgdX}kd݋$$IflFP'Sv t0'6    44 laghqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd-$$IflFP'Sv t0'6    44 laqVMMM *$IfgdX} & F d$d1$NgdNkdՍ$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd}$$IflFP'Sv t0'6    44 la qfff *$$IfgdX}kd%$$IflFP'Sv t0'6    44 la ,qhhh *$IfgdX}kd͏$$IflFP'Sv t0'6    44 la,-HLMqfff *$$IfgdX}kdu$$IflFP'Sv t0'6    44 laMNilmqfff *$$IfgdX}kd$$IflFP'Sv t0'6    44 lamnwz{qfff *$$IfgdX}kdő$$IflFP'Sv t0'6    44 la{|}qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kdm$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kde$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd $$IflFP'Sv t0'6    44 la@FGqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laGHouvqhhh *$IfgdX}kd]$$IflFP'Sv t0'6    44 lavwqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdU$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la59]qhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la]^uyzqhhh *$IfgdX}kdM$$IflFP'Sv t0'6    44 laz{qhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdE$$IflFP'Sv t0'6    44 la  qhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la  %)*qhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la*+KOPqhhh *$IfgdX}kd=$$IflFP'Sv t0'6    44 laPQkopqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 lapqqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd5$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdݠ$$IflFP'Sv t0'6    44 la  qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd$$IflFP'Sv t0'6    44 la !367tkkk *$IfgdX}kd-$$IflFP'Sv t0'6    44 la78Ucdtkkk *$IfgdX}kdТ$$IflFP'Sv t0'6    44 ladefinvtoTKKK *$IfgdX} & F d$d1$NgdNgdX}kds$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kdf$$IflFP'Sv t0'6    44 laqhhh *$IfgdX}kd$$IflFP'Sv t0'6    44 la qlQHHH *$IfgdX} & F d$d1$NgdNgdX}kd$$IflFP'Sv t0'6    44 la   $IJKdklmaϺɲŲśhKV*hh5>*CJaJh mHnHujhhUh 0J'mHnHuhh hh0J'jhh0J'Uhn jhn 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(?AѦ!,B,B ,,BMB,B ,B",B,B,B ,B"?(?AѦ>,B ,B,B,B,B" ,B,B,B,B"?3(BѦ_H`H HHHH@{@{|1*BѦK HHHH@{@{Sk,nCѦ C@@{  @{,| *CѦL  @{  @{,n CѦ S@  @{  @{d, CѦ S@ @{  @{,CѦ S@  @{@{,0CѦ0S@@{0000@{ (0DѦ WH`H20@{20@{ *0DѦt20@{20@{| * 0DѦ?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~                           ! " # $ % & ' ( ) * + , - . / 0 1 2 3 4 5 6 7 8 9 : ; < = > ? @ A B C D E F G H I J K L M N O P Q R S T U V W X Y Z [ \ ] ^ _ ` a b c d e f g h i j k l m n o p q r s t u v w x y z { | } ~                            ! " # $ % & ' ( ) * + , - . / 0 1 2 3 4 5 6 7 8 9 : ; < = > ? @ A B C D E F G H I J K L M N O P Q R S T U V W X Y Z [ \ ] ^ _ ` a b c d e f g i j k l m n o p q r s t u v w x y z { | } ~   DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009  DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation STYLEREF 1 \s VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFindingVIII1) Finding STYLEREF 1 \s VIII SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter, FY 2010 Recommendation Number VIII- SEQ Recommendation \* ARABIC \s 1 2 DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation STYLEREF 1 \s 0 SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter, FY 2010 Recommendation Number VIII- SEQ Recommendation \* ARABIC \s 1 2 DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation STYLEREF 1 \s 0 SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter, FY 2010 Recommendation Number VIII- SEQ Recommendation \* ARABIC \s 1 2  Recommendation # II -1 Develop an external relations strategic/business plan. Response Accepted. Action PGW has begun the drafting of an external relations plan that addresses strategic business needs. The work will be completed and implemented. Individual Responsible Steven P. Hershey, Vice President Regulatory and External Affairs Expected Completion Date 2nd Quarter 2009 Recommendation # II-2 Expand and document community relations and regulatory relations programs. Response Accepted Action PGW will create a community relations plan that will build on and expand current activities. The plan will include measuring the opinions of the Community Advisory Council members and other key community opinion leaders to identify appropriate needs. PGW will use the results of the survey and other tools to create action priority plans. We will also begin to track hours dedicated to working with community organizations. PGW will also begin implementation of a plan to provide more frequent informal meetings and briefings with regulatory staff for effective exchange of information. Such efforts will be documented with appropriate reports. Individuals Responsible Wade Colclough, Director of Corporate Communications Steven P. Hershey, Vice President, Regulatory and External Affairs Expected Completion Date 3rd Quarter 2009 Recommendation # II-3 Implement management incentive compensation (Refer to Finding II-11). Response Accepted Action As noted in the Audit, While we would not expect a municipal utility to have the generous incentive compensation of private sector companies, it should have a program in place and be able to offer incentives based on company performance every year. At the outset, it should be clarified that for purposes of this discussion, incentive based compensation is synonymous with performance based compensation. Employees must achieve specific goals or targets in order to be rewarded. These goals are targets are defined early in the year and refined throughout the year. The employees achievement of these goals is measured and reflected in their annual performance review. The score received in their annual review then translates into increased levels of compensation depending upon the level of achievement of their goals. PGW has implemented and continues to refine its goals, metrics and performance review process which would enable the company to put such a compensation program into effect. PGWs ability to fund and implement such programs is contingent upon approvals by multiple layers of governance. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date August 31, 2009 Contingent upon approval by various levels of governance. Recommendation II-4 Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes. (Refer to Finding II-12). Response Accepted Action PGW will provide additional resources for the employee survey. It will encourage employee involvement in providing survey responses. The company will provide supervisory training for attendance related issues. The company will continue to examine and, where appropriate, offer work/family benefits to support employees who are working to meet both company and family responsibilities. Meeting both work and family responsibilities is very difficult for many people. While the company should be both cognizant of, and sympathetic to those difficulties, it must also be cognizant of the needs of its customers to ensure that employees are providing a high quality of service at reasonable costs. Therefore, the company will also explore the tools it already provides to its employees to see if these tools can effectuate lower absenteeism. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter 2009 Recommendation # II-5 Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions (Refer to Finding II-13). Response Accepted Action The main premise of the finding by Schumacher & Company is that both the employee and employer benefit from the employees return to some job function as opposed to staying at home. They also note that PGW already has an effective absence management program, a key component of which is the Employee Utilization Committee (EUC). The EUC attempts to place sick or injured workers in temporary jobs until they can return to their normal position. Schumacher & Company feels that the jobs-based approach does not return enough workers to the work place. They propose a task based approach whereby the company would be required to develop a bank of value added tasks to be performed and identify the physical demands of the tasks. The task bank would include work that the company may be having trouble completing. The auditor proposes that the company develop a detailed plan for each employee experiencing a long term illness or injury. The plan would include those specific tasks which could be performed at the varying stages of recovery and would need to be revised accordingly. The employees would be assigned multiple tasks that would be closely aligned with the physical demands of the tasks versus the medical restrictions placed upon the employee. Further, the program would have to be assessed through the use of a scorecard that looks at costs, durations, accommodation rates, and other appropriate indicators of the efforts success. The findings fail to state that the assignment of employees to tasks is currently being performed at the departmental level. Not until the departments have exhausted every opportunity to provide employees some alternate work are the employees sent home and become part of the EUC process. The company can identify tasks that have reduced levels of physical exertion and identify levels for lifting, reaching, walking, etc. The company will also review all job processes to identify tasks that are a component of a job function. A scorecard approach could be put into place to monitor the program, however, resources would have to be dedicated to monitoring and reporting on the progress of these individuals. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date Due to the job analysis and setup time required to put such a program in place, coupled with the lack of personnel required to support this initiative, the complete program could be developed and implemented by December 31, 2010. Recommendation # II-6 Appoint a return-to-work coordinator as part of the Absence control group in Human Resources. (Refer to Finding II-13). Response Accepted Action This would require hiring an additional resource in the Absence Control Group in the Human Resources Department. Individual Responsible William C. Muntzer VP Human Resources Expected Completion Date 4th Quarter 2009 Recommendation # II-7 Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process. (Refer to Finding II-14). Response Accepted Action Staffing/Attrition/Knowledge Management Recommendations PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Lorraine Webb VP of Organizational Development William Muntzer VP of Human Resources Expected Completion Date 2nd Quarter FY 2014 Recommendation # III-1 Formalize a regularly conducted, long-range planning process. Response Accepted Action IS will finalize its new strategic plan document in 2Q FY2009 and will implement a formal annual review to take place in September of each year. Once finalized, the document will be posted on the intranet so that it is accessible to other interested parties within PGW. Individual Responsible Eloise Young VP & Chief Information Officer Expected Completion Date 4Q FY2009 Recommendation # III-2 Complete existing IS policies and procedures and expand focus to include internal IS guidelines. Response Accepted Action The department is drafting an initial set of internal policies and procedures as part of the strategy writing effort. These policies and procedures will be reviewed annually and updated as needed. Individual Responsible Eloise Young VP & Chief Information Officer Expected Completion Date 4Q FY2009 Recommendation # III-3 Expand the purpose of the QA organization to become actively involved in all phases of major technology projects. Response Accepted Action IS updated project initiation process requires the inclusion of QA from the inception of any project. The updated documentation will be posted on the intranet in the 2Q FY2009. QA Analysts will receive formal training on requirement gathering and project lifecycle by 4Q FY2009. Ensuring that QA is an active part of projects from inception will be an ongoing effort. Individual Responsible Joseph Szlanic Dir. Tech Strategy Support Michael Heron - Dir. Info Control & Compliance Expected Completion Date 4Q FY2009 Recommendation # III-4 Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects. Response Completed Action Project Server has been implemented and is being used to track all IS and Business Transformation projects. IS has contracted with an experienced Microsoft partner to resolve technical issues associated with the product. IS has developed a set of views that provide insight into project statuses and rankings. Refining the product to meet our needs will be an ongoing effort. The Office of Business Transformation and IS Project Managers meet weekly to discuss projects and ensure that best practices and a common set of processes are being adhered to. Individual Responsible Eloise Young VP & Chief Information Officer Expected Completion Date Completed - July 20008 Recommendation # III-5 Properly secure the PGW telecommunications and server room. Response Accepted Action IS will have a lock placed on the door between the server room and the Help Desk area. Individual Responsible Eloise Young VP & Chief Information Officer Michael Heron Dir. Info Control & Compliance Expected Completion Date 3Q FY 2009 Recommendation # III-6 Expand emphasis on achievement of project management and technical certifications. Response Accepted Action IS has updated its documentation on each employee to include certifications attained. The IS Administration section is responsible for maintaining this information using the On Track software. Individual development plans will be developed for each IS employee by April 2009. These plans will include technical and project management certifications. IS will continue to encourage its employees to seek certifications. Individual Responsible Driscilla Wanser-Bynum IS Dir. Admin & Communications Expected Completion Date April 2009 individual development plans Ongoing updated documentation in On Track Recommendation # III-7 Establish SLAs with all major IS customers Response Accepted Action IS will identify its major client groups in its strategy document which will be completed by the end of January 2009. The department will negotiate written, formalized service level agreements with each of these groups by 1Q FY 2010. IS will develop a formalized feedback mechanism as part of its strategy documentation and will have completed the first round by 3Q FY2009. Individual Responsible Joseph Szlanic Dir. Tech Strategy Support Expected Completion Date 1Q FY 2010 Recommendation # III-8 Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. Response Accepted Action IS has implemented a test lab so that server build documentation can be developed and tested in between DR tests. IS and Internal Audits will continue to work together to ensure that all 2007 recommendations are addressed. Individual Responsible Michael Heron Dir. Info Control & Compliance Expected Completion Date 2Q FY2009 Recommendation # III-9 Incorporate disaster recovery into business-continuity plan process and expand its focus. Response Accepted Action Business Continuity has included IS in its most recent pandemic planning sessions. IS will work with Corporate Preparedness and Internal Auditing to expand the scope of our DR tests to include business continuity scenarios. Individual Responsible Michael Heron Dir. Info Control & Compliance Expected Completion Date 4Q FY2009 Recommendation RecommendationIII-10 Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. (Refer to Finding III-14.) This review and plan development should be done in conjunction with the PGW Human Resources Department to draw on their specialized expertise in developing such plans. Due to a lack of new hiring for many years, numerous utilities across the country are facing or have faced similar issues with their experienced craft employees. Some have discovered that identifying this potential situation and responding too late can create problems. Experienced craft employees have gained their technical expertise over the course of many years of training and work experience. This tenured knowledge cannot be replaced by a new employee in a short amount of time; rather sufficient time must be provided for new employees to obtain the proper training and experience so they may adequately step into their new role. Response Accepted Action PGW considers this type of issue to have enterprise wide impact; as a result, a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include: succession planning for senior management, a Senior Team development program and part-time worker program, while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 3rd Quarter FY 2010 Recommendation Recommendation III-11 Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. (Refer to Finding III-15) In Schumaker&Companys experience, over the last several years, utilities have begun to seriously consider alternatives to a totally in-sourced fleet operations. Some utilities have totally outsourced fleet maintenance, others have outsourced various types of repairs such as passenger car repairs while still doing major repairs in-house, and others have out-source parts supply and inventory. In each case, the decision made on what activities can be outsourced more effectively was based on the particular circumstances of the particular utility. The plan to issue a request for proposal (RFP) for a contractor to perform a portion of the vehicle maintenance and repair work would begin to provide FO personnel with the information necessary to determine the best way to perform various types of FO activities. Furthermore, in that FO is facing a natural attrition due to retirements, it would be a good time to make some decisions on potential outsourcing of various activities. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 2nd Quarter FY 2010 Recommendation Recommendation III-12 Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. (Refer to Finding III-16). The fleet management application is in place and the relevant data is being collected. The problem appears to be that there needs to be some additional programming done to bring the two together. PGW management should place an emphasis on getting these programming changes made due to the large monthly payback that would result. This programming could be done on either an internal or an external basis, depending on the availability of resources. Response Accepted in Part Action Fleet Operations agrees with the intent of this finding and will investigate means of automating the production of the monthly Preventive Maintenance schedule, while remaining aware that so many factors and data sources contribute to the PM schedule that PGW has in the past relied on human attention and intervention to produce a reliable, working schedule that takes into account all the variables. Variables may include other departments special operating needs, seasonality, emergencies, special requests, etc. Individual Responsible Jean A. Paul, Manager, Fleet Operations. Expected Completion Date 1st Quarter FY 2010 Recommendation RecommendationIII-13 Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. (Refer to Finding III-17.) An improvement in parts identification and ordering should improve the efficiency and timeliness of the FO operations. That is because it would reduce the amount of time that is spent waiting for parts and dealing with parts that were ordered in error. This efficiency would, in turn, result in a better overall FO operation, better customer service, and a commensurate improvement in some of the metrics that are monitored. Response Accepted Action Evaluation will be performed in cooperation with the Materials Management Department by 8/31/09. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 4th Quarter FY 2009 Recommendation RecommendationIII-14 Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. (Refer to Finding III-18.) Interviews with FO staff revealed that there are varying levels of cooperation among the various operating groups. Some are very cooperative while others less so. PGW management needs to put a strong emphasis on this cooperation to make it clear to all the various groups and employees that it is required of them in order to foster a more efficient overall operation. Additionally, a review should be done of the communications methods and tools that are in place for interdepartmental communication to determine if any of the current processes could be improved. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 3rd Quarter FY 2010 Recommendation Number III-15 Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently be developed and will be made available in March of 2009, should this recommendation not be part of that program PGW will provide an alternative strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible R.S.Rajan Director, Engineering and Facilities Expected Completion Date 4th Quarter 2009 (subject to BT input) Recommendation Number III-16 Initiate an internal audit of the Facilities Department. Response Accepted Action Internal Audit Department will be contacted to schedule an Audit of the Facilities Department Individual Responsible R.S.Rajan Director, Engineering and Facilities Expected Completion Date 4th Quarter 2009 Recommendation RecommendationIII-17 Initiate a formal material-demand-requirements forecasting program in the Procurement Department. (Refer to Finding III-21.) The PGW Procurement Department should begin to improve its forecasting by working in conjunction with the operating departments and their planned work for the future. In this way, forecasts could be made that would reflect the actual work that is to be done rather than the work that has been done in the past. Such enhanced forecasting would result in an improved ability to provide the required procurement services in an effective, efficient, and timely manner. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 4th Quarter FY 2010 Recommendation RecommendationIII-18 Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. (Refer to Finding III-22.) The first step in this effort is to eliminate much of the paper that is now being generated and handled as part of the procurement process. This paper-based procurement process requires large amounts of time that would be better spent on other more important procurement tasks, such as vendor partnering, identifying new potential vendors, price negotiations, etc. It is through activities such as these that the PGW Procurement Department can institute improvement in the overall procurement process and provide better service to its clients. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2011 Recommendation RecommendationIII-19 Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. (Refer to Finding III-23.) A simple form of vendor performance surveying should be done in accordance with an established schedule. This regularity would permit the collection of the required information in an efficient and timely manner. This information could then be reviewed to identify potential problems with vendors or other areas where the Procurement Department could work with the vendors to improve their performance in the eyes of the PGW clients. This review process would also allow for the development of vendor performance ratings, which should be of great use to the Procurement Department buyers. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 4th Quarter FY 2010 Recommendation RecommendationIII-20 Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. (Refer to Finding III-24.) As stated previously, such a regularly scheduled rotation of buyers prevents situations of excessive familiarity with vendors on the part of the buyers. It also identifies any situations where this familiarity may have been a problem in the past. Additionally, a regular rotation provides necessary cross-training for the buyers so that situations of vacation, illness, or personnel changes can be responded to in a proactive manner thanks to the increased flexibility of the buyer staff. Response Accepted in Part Action Procurement agrees with this concept, while remaining aware that implementation will depend on a large extent on whether Phase 2 of the Business Transformation initiatives includes augmentation of Procurements staffing level. At present, we have only 5 buyers and depend on their expertise in purchasing within specific product categories to function efficiently. Increasing staff size was a feature of the original BT plan for transformation of the procurement organization and once that takes place, Procurement will implement this recommendation. Individual Responsible Kenneth Williams, Director Procurement and MBE Expected Completion Date 4th Quarter FY 2010 Recommendation RecommendationIII-21 Develop a program to collect and use metrics that are related to individual buyer performance. (Refer to Finding III-25.) Such buyer performance metrics would provide Procurement Department management with a viable tool to assist them in the job performance evaluation process. These metrics would also provide feedback to the individual buyers as to how they are doing in terms of job performance. Additionally, they would serve as a tool in the training of new buyers as they would provide an indicator of those new buyers progress as well as equip them with a set of standardized performance metrics against which they know that their performance would be measured. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 Recommendation RecommendationIII-22 Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. (Refer to Finding III-26.) Such metrics would provide a clear demonstration to PGW management of the Procurement Departments contribution to the performance of the overall company. This insight would serve to bring greater credibility to the Procurement Department in that PGW could quantify the staffs contribution, which can be sometimes overlooked. Such purchasing group achievement metrics could also be used by the departments management and the Supply Chain organization to judge, in a quantitative manner, the current performance of the Procurement Department relative to past periods. They could also be leveraged to establish empirical goals and objectives for the group to strive toward. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. (Refer to Finding III-27.) Because volume purchasing is one of the keys to controlling purchased material costs, it would seem logical to investigate the opportunities that are available for developing joint purchasing agreements with the City on those items and on materials that are purchased by both groups. Because both entities are part of the overall City of Philadelphia organization, such arrangements may be very feasible from an organizational perspective. Response Accepted in Part Action We have made preliminary contact with the City of Philadelphia Procurement Commissioners Office and are currently attempting to schedule a meeting to begin discussion of this concept, as well as working toward identifying areas where such an arrangement could have the greatest impact for PGW. We will continue to explore this in cooperation with the Citys procurement office. Individual Responsible Kenneth Williams, Director Procurement and MBE Expected Completion Date 4th Quarter FY 2010 Recommendation RecommendationIII-24 Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. (Refer to Finding III-28.) There are a number of capabilities in the existing Oracle procurement module that are not being used and which have been replaced with paper-based processes. This underutilization is inefficient from both an operational and an economic perspective. The basis of this study would be a determination of which of Oracles features would be expected to bring the largest and most immediate benefit to the operations of the Procurement Department. There would certainly be costs associated with the implementation effort and the required training, but the long-term benefits that would be derived would almost certainly be greater. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-25 Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. (Refer to Finding III-29.) The Procurement Department and the Materials Management Department are partners in the work that is focused on providing the PGW operating groups with the materials they need, when they need them, and where they need them. Therefore, a seamless integration between these two key groups can only lead to improved operational efficiency and, as a result, better service provision to their client groups. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Although BT will provide the centralized umbrella for Supply Chain transformation, there are basic processes such as consolidation of procuring certain materials, i.e., valves and general materials, that can be implemented before the larger BT project gets underway. We plan to move ahead with those. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-26 Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. (Refer to Finding III-30.) Moving to a full e-procurement mode of operation will require the purchase and implementation of an additional Oracle module. While there are certainly significant costs associated with this implementation, most firms have found that the ongoing operational and economic benefits outweigh the initial costs. Procurement Department management and staff need to review the associated costs and benefits that would accrue from such an implementation and determine if such an effort would be operationally and economically beneficial to both the department and its clients. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 Recommendation RecommendationIII-27 Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. (Refer to Finding III-31.) Such a reduction in the levels of authorization would serve to expedite and simplify the overall procurement process for both the Procurement Department staff and its clients throughout PGW while still retaining control over dollars expenditures. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-28 Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. (Refer to Finding III-32.) If the evaluation does show that such a new strategic sourcing strategy would be beneficial, the next step would be to identify specific vendors with which to begin the program. Using these vendors as a pilot program would provide an empirical means of testing the potential benefits of this new strategy. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 3rd Quarter FY 2010 RecommendationIII-29 Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. (Refer to Finding III-33.) As discussed previously in this report, the $10,000 limitation has been in place at PGW for some time. Raising the limitation to a number that is more reasonable in terms of the current economy and pricing structures would save a significant amount of unnecessary paperwork and effort on the part of the Procurement Department. This decrease in required effort, in turn, should raise the level of performance and produce financial savings. Response Accepted in Part Action While we agree with this Finding and with the intent of the recommendation, we remain aware that the $10,000 sealed bid limitation is written into PGWs Management Agreement with the City of Philadelphia, which dates back to 1972. To amend it is beyond the scope of the Procurement Department and would require a major effort by other PGW divisions, including the executive and legal organizations. We will make the request to increase the sealed bid limitation although the outcome will be out of our hands due to the governance agencies involved in any such decision. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date Initiation Time Frame 12+ months Recommendation RecommendationIII-30 Initiate increased efforts to reduce the level of inventory in the MMD storerooms. (Refer to Finding III-14.) Inventory targets have been established for each of the MMD storerooms for 2008, which is a very good first step. But concrete strategies now have to be established to ensure the achievement of these goals in the designated timeframe. Numerous means to achieve inventory reductions have been discussed in this report and they should provide a good basis for action. However, other methods of inventory reduction should be solicited from the MMD staff and managers as they have the highest level of knowledge of the daily operations. Additionally, an inventory reduction results-monitoring program should be put into place (if one does not exist already) to ensure that the ongoing progress of the initiative is known to all involved with it. As discussed Finding III-14. PGW would be able to reduce its inventory valuation by approximately $2 million, a one-time savings. Assuming 25% inventory carrying charges (which is the general industry standard), PGW would also be able to reduce its annual costs by approximately $500,000 (25% x $2,000,000). Response: Accepted Action MMD has improved the process of identifying obsolete materials. Inventory meetings are conducted with the operating departments to identify non-moving items. When items are identified as obsolete, the approval is agreed upon and the items are removed from inventory each month. This process will continue as follows: WarehouseDepartmentMaterial CompositionInventory ReductionTiogaDistributionPipes, Valves, Fittings$ 75,000MontgomeryGeneral MaterialsGeneral Materials$ 50,000RichmondGas ProcessingLNG Facility$ 50,000PassyunkGas ProcessingLNG Facility$150,000FleetFleet OperationsAuto Equipment$ 50,000Total$ 375,000Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 4th Quarter FY 2010 Recommendation RecommendationIII-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.) Employee reductions should be the natural result of some of the other initiatives discussed in this report, such as inventory reduction, warehouse consolidation, and increased use of available Oracle capabilities. However, as in any such employee-reduction program, it is critical that the work goes away before the number of employees is reduced. Additionally, employee reductions should be well thought-out in advance to avoid deleterious effects on the operations or the included employees. As discussed in Finding III-35, a reduction of eight in MMD staff is a feasible target. Based on a conservative estimate of a total annual cost of $50,000 per employee, if this eight employee reduction were achieved it can be estimated that it would result in an annual savings to PGW of approximately $400,000 (8 x $50,000). Response Accepted Action Upon consolidation of the warehouses and continued reduction of inventory, MMD will be able to reduce the headcount of employees. The consolidation will not be effective until 2010. PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Gearasir Jackson, Manager Materials Management Department Expected Completion Date 4th Quarter FY 2012 Recommendation RecommendationIII-32 Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. (Refer to Finding III-36.) Again, this effort would go hand in hand with the other initiatives discussed in this report, such as reduced levels of inventory, consolidation of storerooms, and improved utilization and application of the spare parts designation. Making operational gains in any of those areas should have a positive effect on the level of inventory turns that are produced. Response Accepted Action MMD has reduced order quantities and will continue to remove obsolete items as well as investigate additional vendors for inventory stocking programs. Upon consolidation of warehouses the identical items will be categorized under one material code number instead of multiple material code numbers. In order to reduce inventory and increase turns, Materials Management will take the following actions: Identify fast from slow moving inventory. On slow moving inventory, identify obsolete items, long-lead items, and emergency repairs items. Remove obsolete items from inventory and sell for scrap Review quantities levels and usage of slow moving items. Right size based on usage, lead-time, and seasonal periods. Investigate further vendor stocking options Increase turn to 3.0. Once consolidation occurs as part of the BT initiative, remove redundant items from stock. This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2011 Recommendation RecommendationIII-33 Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. (Refer to Finding III-37.) As stated previously in this report, most utilities have a standardized empirical definition of spare parts and apply this definition equally to all parts of their inventory. These spare parts are then excluded from the turns calculations because their critical nature renders them uncontrollable by the inventory managers. Only the general inventory should be used for the turns calculation. That is because the spare parts are generally expensive parts that do not move frequently but must be kept in stock in the event that equipment repairs are needed. Response Accepted Action The department is reviewing the items that are turning in the spare parts category and will establish a method to classify them as general inventory as well as the items that are in the general inventory that are required for an emergency will be re-classified as spare parts. A spare parts, general inventory, and emergency stock policy will be established, across warehouses, depending on movement, usage, and lead-time. Current spare items are identified as well as general inventory and emergency stock in Oracle. Historical data will be reviewed in each warehouse and re-classified in the appropriate categories. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation Recommendation III-34 Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. (Refer to Finding III-38.) Oracle-related inventory procedures already exist at PGW. These processes could easily serve as the basis for the development of a fully functional set of day-to-day operational procedures for the MMD operations. Response Accepted Action Oracle procedures exist; procedure manuals are being developed for each area and will be distributed. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-35 Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. (Refer to Finding III-39.) Such a study would be a standard cost/benefit analysis to determine which course of action would serve the MMD and PGW in general the best. It is important to make sure that all of the various advantages and disadvantages of each of the modes of operation are included and thoroughly considered. Response Accepted Action An assessment will be performed to determine if the Material Delivery function is cost effective. An economic analysis will be performed to determine if a third party performing these functions would be more cost effective. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation RecommendationIII-36 Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. (Refer to Finding III-40). This assessment entails another straightforward cost/benefit analysis, but weight should be given to the operational advantages of having someone else deal with the day-to-day fuel provision function. Response Accepted Action An assessment will be performed to determine cost/benefit, and any advantages to PGW operational efficiencies. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation Recommendation III-37 Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. (Refer to Finding III-41.) As stated previously in this report, outsourcing of this function could potentially serve two purposes: saving money and putting personnel who are more knowledgeable of vehicle parts into the Fleet Operations storeroom. Again, firms that specialize in the provision of vehicle parts procurement and inventory bring specialized expertise and economies of scale. That is because such operations are within their core competencies. A local example of where such an outsourcing effort has been successful is at Philadelphia Energy Company (PECO). Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-38 Initiate efforts to increase the usage of vendor stocking arrangements. (Refer to Finding III-42.) This effort should not be focused solely on initiating vendor stocking agreements. Rather, it should also attempt, in conjunction with the Procurement Department, to identify the opportunities that exist for the creation of a more wide-ranging strategic sourcing program. However, it is likely that the vendor stocking aspect is the one that would pay the largest returns to PGW in a relatively short timeframe. Response Accepted Action MMD is currently working with Procurement on bundling items and will converse to determine what other opportunities are available. This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-39 Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. (Refer to Finding III-43.) This cross-training program does not need to be intensive or extremely time-consuming to produce the desired effect. Rather, it should provide more in the way of exposure to the daily workings of the operational groups so that their requirements can be better understood. A frequent result of such a program is an improvement in communication between the materials management groups and the operating groups, which can serve to significantly improve coordination. Response Accepted Action A training program will be developed and scheduled with the Field Operations, Gas Processing, and Fleet Departments. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 4th Quarter FY 2010 Recommendation RecommendationIII-40 Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. (Refer to Finding III-44.) This assessment entails a fairly standardized analysis that would look at the costs and the benefits and then determine if bar-coding would be worthwhile from both operational and economical standpoints. Most of the materials management organizations that have performed similar studies have found that bar-coding did bring substantial benefits to their operations. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation RecommendationIII-41 Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. (Refer to Finding III-45.) Under the current mode of operation with six storeroom facilities, a considerable amount of double-handling and wasted effort results. Shipments are received in one storeroom and are put into storage. Subsequently, they are required by another storeroom and have to be picked, packed, and transported again. Then at the second warehouse, the receiving process must be undertaken again. This assessment should include a lease versus buy analysis for the storeroom facility. At a minimum, this evaluation should include consideration of a consolidation into one storeroom for the Montgomery and Tioga storerooms. Such unification was done at one time in another larger facility but that facility was sold (PGW had leased it). Subsequent to this event, PGW no longer had a facility large enough to house the combined inventory so multiple storerooms were established. Response Accepted Action This recommendation may be implemented as part of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. A professional evaluation of all PGW facilities is currently underway which may result in a plan for warehouse consolidation earlier than the original BT timeline. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 2nd Quarter FY 2010 Recommendation RecommendationIII-42 Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. (Refer to Finding III-46.) There are a number of capabilities in the existing Oracle inventory management module that are not being used and which have been replaced with paper-based processes. This underutilization is inefficient from both an operational and an economic perspective. The basis of this study would be a determination of which Oracle features would be expected to bring the largest and most immediate benefit to the operations of the MMD. There would certainly be costs associated with the implementation effort and the required training, but the long-term benefits that would be derived would almost certainly outweigh them. Response Accepted Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Gearasir Jackson, Manager, Materials Management Department Expected Completion Date 3rd Quarter FY 2010 Recommendation III-43 Formalize and enhance PGWs Enterprise Risk Management (ERM) program. Response Accepted Action PGW has continued to follow through on its plan to improve, formalize, and finalize its Enterprise Risk Management Program. PGW has engaged the services of experts from Marsh, PGWs insurance broker. Following a preliminary review of the current program, Marsh will be meeting with top management to explore the next steps. In addition, PGWs internal audit contractor, Grant Thornton, will be performing a basic risk assessment for audit identification purposes which will be considered as part of the Marsh evaluation. Grant Thornton has also proposed ERM software which will also be considered, in addition to other tracking methods. With these measures, PGW will have a high level, professional ERM program to address its myriad risks, devise proper responses, and allocate resources appropriately. Individual Responsible Jane Lamb Director, Risk Management Expected Completion Date 4th Quarter 2009 Recommendation III-44 Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. Response Accepted. Action Legal, working with Human Resources and Organizational Development, will utilize an outside consultant to perform a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. Individual Responsible Abby Pozefsky, Senior Vice President and General Counsel Raquel Guzmn, Vice President and Associate General Counsel Expected Completion Date 4th Quarter 2009 Recommendation IV -1 Streamline the corporate governance processes of PGW. Response Reject Action This recommendation is beyond the capacity of PGW Management to address and is therefore rejected. Individual Responsible Thomas E. Knudsen, President and Chief Executive Officer Expected Completion Date Not Applicable Recommendation IV-2 Develop an ongoing Ethics training program. Response Accepted. Action Legal will continue to offer periodic, mandatory ethics training to all exempt employees on a bi-annual basis, and will pursue offering training to represented employees. Individual Responsible Howard Lebofsky, Assistant General Counsel and Ethics Officer. Expected Completion Date 4th Quarter 2009 Recommendation IV -3 Strengthen the Board Audit Committee function. Response Accepted Action PGW is currently working with the PFMC Audit committee in acting on the recommendations made by Schumaker and Company in the audit report. These items should be instituted by the February 2009 Board of Directors meeting. Individual Responsible Thomas E. Knudsen, President and Chief Executive Officer Expected Completion Date 3rd Quarter 2009 Recommendations - IV4 IV-4: Modify the IA program structure by addressing all noted deficiencies. Response Accepted Action Finally, PGW Internal audit has initiated a number of activities to aggressively move the Internal Audit function forward. These include: Performing a number of internal and outsourced audits to provide the basis for assessing risk mitigation, audit planning and establishing appropriate management policies, plans, procedures, practices, and systems; A draft strategic plan, based on increasing in-house capability while utilizing elements of outsourcing and co-sourcing, has been prepared and is being presented to the Audit Committee for approval in February 2009; A new audit plan was approved and Grant Thornton selected to perform selected audits during a transition period. Their four Audit Projects will be completed in late January or no later than early February 2009; A new IIA Audit Manual was purchased, edited, and published in 2008 with management policies, plans, procedures, practices, and systems suggested by the IIA in compliance with the International Standards for the Professional Practice of Internal Auditing; IA will contract with the Grant Thornton to assist staff in the evaluation and selection of a Commercially-off-the-shelf (COTS) integrated Governance, Risk, and Controls software and complete a Risk Assessment by February 2009, to evaluate, utilizing the COSO framework: a common business risk language; the effectiveness of the PGW organizational control structure; Business Process controls; and To identify, map, and evaluate major financial, and non-financial, processes and key control points, promoting the early identification, assessment, and management of key risks; The Risk Assessment will be used with a three year Audit Plan pursuant to IAs charter and in compliance with IIA standards; IA will contract with Grant Thornton to help it self assess its procedures as a step in performing a Quality Assessment. The output of the Assessment will be recommendations, aligned with the Management Audit Recommendations and IIA standards, to help IA move to best practices in management policies, plans, procedures, practices, and systems; IA will use the Risk Assessment and this report to support the budget, which is designed to increase staff over the five-year period, and reduce the heavy percentage of out/co-sourcing in parallel, to support its new strategic plan. Individual Responsible Thurman Bullock, Director Internal Auditing Expected Completion Date 3rd Quarter 2009 Recommendation IV-5 Expedite the pursuit of the Business Transformation project. (Refer to Finding IV-7.) Only a portion of the BT project has been approved to date. This management audit report identifies other findings and recommendations that could be addressed by certain aspects of the BT project. Pending the successful outcome of the already approved portion of the BT project, the remaining portion of BT should be revisited for implementation. It should also be included in the implementation plan submitted by PGW to the PaPUC in response to our management audit report. Response Accepted Action PGW has begun planning for the next phase of Business Transformation (BT) as ordered by the PaPUC as part of the recently approved Emergency Rate relief. PGW expects to have a proposal for the remainder of the BT Program completed in early March outlining the specifics of the program and the associated Cost/Benefit analysis. The current BT Lite Completion schedule is below: Customer Affairs Anticipated Production Date Write-Off Reactivation March 2009 Risk Based Collections March 2009 Landlord Cooperation Program July 2009 Lien System January 2009 Soft-Off April 2009 Field Operations Resource Management May/June 2009 Field Management May/June 2009 Other Real Estate Rationalization April 2009 assessment compete Time & Labor Management March 2009 Individual Responsible Thomas L. Kuczynski, SVP Business Transformation & Information Services Expected Completion Date 4th Quarter FY2010 Recommendation V-1 Institute flexible work rules and hours in financial management functions Response Accepted Action PGW on September 13, 2008 entered into a memorandum of agreement with GWEU Local 686 for the purpose of implementing formal educational requirements, performance standards, and cross-functionality of all Accounting and Reporting and Treasury union employees (See attached Agreement). The intent of this agreement is to accomplish three main goals. First, PGW has established formal educational requirements for all new union employees hired after this agreement is executed. It is the belief of PGW that to truly enhance the performance of the department, it is essential that all new union employees be formally trained in the principles of accounting. Secondly, from this agreement, PGW implemented performance standards. With the implementation of these performance standards, PGW believes in conjunction with the new formal educational requirements that the work quality of the department will be improved. Finally, PGW has implemented cross-functionality for all union-represented employees to develop and enhance their skill set by cross-training these employees in every job function within the hierarchy. The combination of the formal educational requirements, performance standards, and the implementation of cross-functionality will allow each union employee to have the skill sets to be interchangeable within their respective grade levels. With this training and versatility, management will have the additional tools essential to increase productivity during critical time sensitive periods. Individual Responsible Robert C. Haeberle, Manager Financial Reporting Expected Completion Date Completed September 13, 2008. Recommendation V-2 Update the payroll system cost analysis. (Refer to Finding V-6). Response Accepted Action PGW initially implemented Automatic Data Processing, Inc. (ADP) Human Resources Management System (HRMS) in April 2003 and continued automatic contract extensions through October 2008. PGW has since contracted with ADP for another four (4) years extending through November 2012. Provisions in the contract included no price increases for the durations of the contract. PGW completed a Request for Proposal (RFP) process in September 2008. Two (2) HRMS/Payroll Providers bid which included ADP and Ceridian, Inc. Ceridian was the lower bid; however, Ceridian could not fulfill all of PGWs requirements. PGW has been utilizing ADP for Human Resources Management Applications and Payroll Processing since April 2003. It was deemed more economical in the long run to stay with ADP than to incur the additional costs associated with a full software conversion. Additionally, ADP had created Custom Programs including PGWs Pension Calculation, which Ceridian could not satisfy and PGW would have to use a third-party vendor for the calculation (no estimate was supplied by Ceridian). This program is already in place in the current ADP HRMS/Payroll System. Individual Responsible Joseph F. Golden, Jr. - Controller Expected Completion Date Completed 12/2008. PGW Stratified Management and Operational Audit Implementation Plan Recommendation V-3 Improve the timing of the budget preparation and approval process Response Accept Action Review timing of the FY 2010 budget review processes; Determine factors that contributed to any delay in approving the budget; Identify modifications to process to insure timely approval; Develop recommendations to insure timely approval; and Seek any necessary approvals to implement recommendations for FY 2011 budget process. Individual Responsibility Joseph R. Bogdonavage Senior Vice President of Finance Expected Completion Date 1st Quarter FY 2010 Recommendations - V-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. Response Accepted Action The Action Plan and corresponding schedules detailed in Recommendation IV-4 will be applied. Individual Responsible Thurman Bullock, Director Internal Auditing Expected Completion Date 3rd Quarter 2009 Recommendation V-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. Response Accepted Action A calendar of meetings has been prepared and given to the Audit Committee Chair incorporating quarterly meetings. The CEO and Director will work with the Chair to ensure holding quarterly meetings Individual Responsible Thurman Bullock, Director Internal Auditing Expected Completion Date Complete Recommendation # VI-1 Expand PGWs diversity program beyond compliance-oriented activities. Response Accepted Action Look at developing overarching diversity programs to include online learning, speakers bureau, etc. (featured guest) PGW continues to be a viable partner within our community. We participate in numerous neighborhood diversity initiatives as well as hosting events for our neighbors. An online diversity learning module has just been completed and will be launched to all employees in 2009. We have also recognized the business need for diversity by hiring bi-lingual customer representatives. We will continue to recognize our diverse workforce through the employee recognition initiative. We envision a speaker bureau that will address various diversity issues and present them to our management team. Individual Responsible Lorraine Webb, Vice President of Organizational Development Expected Completion Date 3rd Quarter 2010 Recommendation # VI-2 Begin filing comprehensive diversity reports to the PaPUC annually. Response Accepted Action Preparing to submit report and send report by the end of November of each year. These reports will be filed at the appropriate times. Individual Responsible Lorraine Webb, Vice President of Organizational Development Expected Completion Date 1st Quarter 2010 Recommendation RecommendationVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. (Refer to Finding 0-8.) Response Accepted Action The Procurement Department currently sets an MBE participation goal in the form of an overall percentage of purchasing business handled directly by Procurement. We will conduct an analysis to determine how specific dollar-amount spend targets would impact our ability to meet MBE goals. Individual Responsible Kenneth Williams, Director Procurement & MBE Expected Completion Date 2nd Quarter FY 2010 PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VII -1 Provide at least two controllers on all shifts for the Gas Control Center. Response Accepted in part. Action PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date The completion date is dependent on the Business Transformation Initiative. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VII -2 Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. Response Accepted. Action PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date The completion date is dependent upon the Business Transformation Imitative. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VII -3 Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board. Response Accepted in part. Action In consultation with the Legal department PGW will do an analysis of its procedure. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date Second Calendar Quarter of 2009. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VII -4 Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers. Response Accepted in part. Action PGW will develop a process and procedure to implement a credit evaluation of its suppliers. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date Fourth Calendar Quarter of 2009. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VII -5 Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured. Response Accepted in part. Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently be developed and will be made available in March of 2009, should this recommendation not be part of that program PGW will provide an alternative strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date The completion date is dependent upon the Business Transformation Initative. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VII -6 Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review. Response Accepted in part. Action Based on PGWs 1307F settlement for Fiscal Year 08-09, it will continue to evaluate these types of arrangements on an ongoing basis. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date Second Calendar Quarter of 2009 and on going thereafter. Recommendation # VII-7 Enhance the FSD and Distribution business processes through more computerization. Response Accepted Action This recommendation is addressed by the Business Transformation Lite Program which is currently underway. As part of its Business Transformation Program, PGW will implement a Resource Management function within the Field Operations department that will be responsible for the development of a rolling long-term integrated plan for completing all scheduled and response-related work, while meeting the corporate-driven objectives and regulatory requirements associated with PGW field work. In order to better enable Operations to be successful in executing the work plans, PGW intends to define, design, and implement a number of system enhancements focused on improving productivity by automating various associated processes. Specific functions that will be evaluated will included and may not be limited to work order generation, estimating, scheduling, work order racking and assignment, and dispatching. Once this initial requirement definition process is completed, the actual technical design, development, test, and implementation effort / cost will be estimated and a cost / benefit analysis will be completed prior to obtaining approval to move forward. In addition to these system enhancements, PGW intends to investigate the use of global positioning software (GPS) in order to provide automated best available work assignments to dispatchers in real-time. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date The initial requirement definition process is expected to be complete by the end of the 2nd Quarter 2009 (calendar year). Recommendation # VII-8 Centralize all field force planning, scheduling, performance monitoring and analysis functions. Response Accepted Action This recommendation is addressed by the Business Transformation Lite Program which is currently underway. As part of its Business Transformation Program, PGW will implement a Resource Management function within the Field Operations department that will be responsible for the development of a rolling long-term integrated plan for completing all scheduled and response-related work, while meeting the corporate-driven objectives and regulatory requirements associated with PGW field work. Resource Management will define work bundling guidelines, identify work bundling opportunities, and schedule the associated jobs based on planned work volume targets and work priority for all of Field Operations. In addition, Resource Management will provide monthly work completion reports and will be responsible for capturing all completed work volumes and associated costs in order to track relative performance against the work plan and approved budgets. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date Resource Management is expected to be functional by the end of the 2nd Quarter 2009 (calendar year). Recommendation # VII-9 PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. Response Accepted Action As part of its Main Replacement Priorization Program, PGW agrees that as we become more familiar with the implemented software and its functionality, we will consider potential enhancements to our risk and condition model. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date PGW will have sufficient knowledge of the new application to be able to consider future enhancements to the Advantica program by the end of the 2nd Quarter 2010 (calendar year). Recommendation # VII-10 Set more aggressive performance targets on gas leak response. (Refer to FindingVII22.) Response Accepted Action PGW places the highest urgency on leak response. PGW will review its current leak response goal and set a more aggressive target. Action PGW will continue to monitor the response time of all gas odor complaints and set a more aggressive rate of response within 60 minutes of the call. Individual Responsible Paul A. Mondimore, Vice President of Field Operations Expected Completion Date August 2009 Recommendation VII 11. Build a stronger gas theft of service program. Response Accepted. Action As stated in Recommendation VIII-17, PGW will review its current theft prevention program and undertake an industry study to determine Best Practices. The analysis will include but will not be limited to internal systems, external vendors/systems and other gas utilities. Enhancements to existing policies and procedures will be implemented as necessary. Individual Responsible Cristina Coltro, VP of Customer Service Expected Completion Date 1st Quarter 2010 Recommendation # VII-12 Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. Response Accepted Action Operations monitors on a monthly timeframe, current staffing levels and departmental future requirements. In conjunction with the Organizational Department within Human Resources, Operations coordinates departmental and organizational employee requirements. PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Paul A. Mondimore, Vice President of Field Operations Expected Completion Date Ongoing Recommendation STYLEREF 1 \s 0 SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter, FY 2010 Recommendation Number VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted. Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter 2009 Recommendation VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation VIII-4: Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter 2009 Recommendation VIII-5: Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date First Quarter FY 2010 Recommendation VIII-6: Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter 2009 Recommendation Number VIII-7: Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation RecommendationVII 8: Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted. Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation RecommendationVIII9: Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted. Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY10 PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by March 31, 2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by March 31, 2009. Modifications will be based on the scope of the recommendations and PGWs financial position. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 RecommendationVIII-14: Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. (Refer to Finding VIII-15.) Response Rejected to the extent the recommendation affects governance over which PGW has no control. Accepted with regard to Finding VIII-15. Action PGW will continue its investigation and analysis of universal services programs around the country including funding mechanisms. The plan is to develop scenarios for program design and mechanisms for sharing the burden in a fair and equitable manner. PGW will also look at potential funding mechanisms through the use of its own assets. PGW will work with parties that have jurisdiction and/or the ability to assist in creating a solution to the problem. Individual Responsible Steven Hershey, V.P. Regulatory and External Affairs Expected Completion Date 2nd quarter 2010. Recommendation # VIII-15. Unlinked Customers with Credit Balances Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). This type of information could be used to measure the performance in providing customer refunds on a timely basis. Response Accepted Action PGW will develop a report that lists all accounts that will contain the date when the credit balance occurred with the amount as well as the refund date and refund amount. This information will be maintained on a historical basis. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date 2nd Quarter CY2009 Recommendation # VIII-16 - Reevaluate the use of the soft-off program at PGW. Response Accepted Action As part of its Business Transformation Program, PGW will implement an automated soft off selection and monitoring process as well as a landlord cooperation program. The automated soft off process will systematically dictate whether a customer requested shut-off should result in scheduling a physical shut-off order or placement of the gas service account into PGWs name and then monitoring the account for excess usage. The landlord cooperation program is an incentive based program that will increase PGWs access to premises containing multiple meters connected to a single service. These custom solutions will be integrated with existing PGW systems and business processes in order to manage customer and property information accurately and to manage all field work including physical notification, shut-off, and turn-on activities. The system solutions will be user configurable, allowing PGW to define specific monitoring and notification time periods, usage thresholds, and daily work volume. As a result of these initiatives and the system automation that they will provide, PGW will be able to minimize the extra costs that exceed the expected soft off consumption / cost by physically notifying and shutting off properties where the accumulated usage has exceeded a PGW defined threshold in a timely manner. Individual Responsible Cristina Coltro, Vice President of Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation VIII 17. Undertake a major study to improve the gas theft prevention program. (Finding VIII 18.) Response Accepted. Action PGW will review its current theft prevention program and undertake an industry study to determine Best Practices. The analysis will include but will not be limited to internal systems, external vendors/systems and other gas utilities. Enhancements to existing policies and procedures will be implemented as necessary. Individual Responsible G. Hornbuckle, Director Credit and Collections Expected Completion Date 1st Quarter 2010 Recommendation # II -1 Recommendation # II -1 Recommendation # II -1 Recommendation # II -1 Develop an external relations strategic/business plan. Response Action Individual Responsible Expected Completion Date Recommendation # II-2 Response Action Individuals Responsible Expected Completion Date Recommendation # II-3 Response Action Individual Responsible Expected Completion Date Recommendation II-4 Response Action Individual Responsible Expected Completion Date Recommendation # II-5 Response Action Individual Responsible Expected Completion Date Recommendation # II-6 Response Action Individual Responsible Expected Completion Date Recommendation # II-7 Response Action Individual Responsible Expected Completion Date Recommendation # III-1 Response Action Individual Responsible Expected Completion Date Recommendation # III-2 Response Action Individual Responsible Expected Completion Date Recommendation # III-3 Response Action Individual Responsible Expected Completion Date Recommendation # III-4 Response Action Individual Responsible Expected Completion Date Recommendation # III-5 Response Action ndividual Responsible IExpected Completion Date Recommendation # III-6 ResponseActionIndividualResponsibleExpectedCompletionDateRecommendation # III-7 ResponseActionResponsibleIndividualExpected Completion Date Recommendation # III-8 Response Action Individual Responsible Expected Completion Date Recommendation # III-9 Response Action Individual Responsible Expected Completion Date RecommendationIII-10 Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. (Refer to Finding III-14.) RecommendationIII-10 Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. (Refer to Finding III-14.) Recommendation RecommendationIII-10 Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. (Refer to Finding III-14.)RecommendationIII-10 ResponseActionResponsibleIndividualExpected Completion Date Recommendation III-11 Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. (Refer to Finding III-15) Recommendation # Recommendation Response ActionIndividualResponsibleExpected Completion Date Response Action ndividual Responsible IExpected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Recommendation Recommendation # Number III-15 NumberecommendationR Recommendation III-12 Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. (Refer to Finding III-16). Recommendation III-12 Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. (Refer to Finding III-16).Recommendation Recommendation #III-13 Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. (Refer to Finding III-17.) Finding III-17.Recommendation RecommendationIII-14 Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. (Refer to Finding III-18.)Recommendation# III-14 Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. (Refer to Finding III-18.) Finding III-18.Recommendation # III-15 Response Action Individual Responsible Expected Completion Date nitiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. IInitiate an internal audit of the Facilities Department. Recommendation # Number III-16 NumberRecommendation # III-16 Response Action Individual Responsible Expected Completion Date Recommendation Recommendation#III-17 Initiate a formal material-demand-requirements forecasting program in the Procurement Department. (Refer to Finding III-21.) Finding III-21.Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Recommendation RecommendationIII-18 Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. (Refer to Finding III-22.) RecommendationIII-18 Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. (Refer to Finding III-22.) Finding III-22.Recommendation RecommendationIII-19 Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. (Refer to Finding III-23.) Recommendation#III-19 Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. (Refer to Finding III-23.) Recommendation#III-19 Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. (Refer to Finding III-23.) Recommendation Recommendation Recommendation RecommendationIII-22 Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. (Refer to Finding III-26.)RecommendationIII-22 Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. (Refer to Finding III-26.)Recommendation RecommendationIII-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. (Refer to Finding III-27.)Recommendation RecommendationIII-24 Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. (Refer to Finding III-28.)Recommendation RecommendationIII-25 Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. (Refer to Finding III-29.)Recommendation RecommendationIII-26 Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. (Refer to Finding III-30.)Recommendation RecommendationIII-27 Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. (Refer to Finding III-31.)Recommendation RecommendationIII-28 Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. (Refer to Finding III-32.)Recommendation RecommendationIII-30 Initiate increased efforts to reduce the level of inventory in the MMD storerooms. (Refer to Finding III-14.)Recommendation RecommendationIII-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.)RecommendationIII-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.)Recommendation RecommendationIII-32 Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. (Refer to Finding III-36.) Recommendation#III-17 Response Action Individual Responsible Expected Completion Date Recommendation #III-18 Response Action Individual Responsible Expected Completion Date Recommendation#III-19 Response Action Individual Responsible Expected Completion Date RecommendationIII-20 Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual ResponsibleExpected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date RecommendationIII-29Finding III-14Finding III-14 RecommendationIII-20 Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. (Refer to Finding III-24.) RecommendationIII-20 Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. (Refer to Finding III-24.) RecommendationIII-21 Develop a program to collect and use metrics that are related to individual buyer performance. (Refer to Finding III-25.) RecommendationIII-21 Develop a program to collect and use metrics that are related to individual buyer performance. (Refer to Finding III-25.) Recommendation# III-22 Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. (Refer to Finding III-26.) Recommendation# III-22 Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. (Refer to Finding III-26.) RecommendationIII-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. (Refer to Finding III-27.) RecommendationIII-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. (Refer to Finding III-27.) RecommendationIII-24 Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. (Refer to Finding III-28.) RecommendationIII-24 Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. (Refer to Finding III-28.) Recommendation# III-25 Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. (Refer to Finding III-29.) Finding III-29.materials, that RecommendationIII-26 Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. (Refer to Finding III-30.) RecommendationIII-26 Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. (Refer to Finding III-30.) Recommendation# III-27 Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. (Refer to Finding III-31.) Recommendation# III-27 Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. (Refer to Finding III-31.) Recommendation# III-28 Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. (Refer to Finding III-32.) Recommendation# III-28 Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. (Refer to Finding III-32.) stic level of $25,000 or more. Recommendation# III-29 Response Action Individual Responsible Expected Completion Date Response:Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Recommendation# III-29 Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. (Refer to Finding III-33.) Recommendation# III-29 Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. (Refer to Finding III-33.) RecommendationIII-30 Initiate increased efforts to reduce the level of inventory in the MMD storerooms. (Refer to Finding III-14.) RecommendationIII-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.) RecommendationIII-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.) RecommendationIII-31 Initiate efforts to reduce the number of employees in the MMD. (Refer to Finding III-35.) RecommendationIII-32 Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. (Refer to Finding III-36.) RecommendationIII-32 Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. (Refer to Finding III-36.), MaterialsRecommendation RecommendationIII-33 Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. (Refer to Finding III-37.) Recommendation# III-33 Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. (Refer to Finding III-37.) Recommendation# III-33 Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. (Refer to Finding III-37.)Recommendation Recommendation III-34 Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. (Refer to Finding III-38.) Recommendation III-34 Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. (Refer to Finding III-38.) Recommendation Recommendation# III-35 Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. (Refer to Finding III-39.) Recommendation# III-35 Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. (Refer to Finding III-39.) Recommendation Recommendation# III-36 Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. (Refer to Finding III-40). Recommendation Recommendation III-37 Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. (Refer to Finding III-41.) Recommendation # III-37 Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. (Refer to Finding III-41.) Recommendation Recommendation# III-38 Initiate efforts to increase the usage of vendor stocking arrangements. (Refer to Finding III-42.) Recommendation# III-38 Initiate efforts to increase the usage of vendor stocking arrangements. (Refer to Finding III-42.) Recommendation RecommendationIII-39 Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. (Refer to Finding III-43.) RecommendationIII-39 Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. (Refer to Finding III-43.) RecommendationIII-39 Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. (Refer to Finding III-43.) Recommendation RecommendationIII-40 Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. (Refer to Finding III-44.) Recommendation# III-40 Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. (Refer to Finding III-44.) Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Recommendation III-43 Response Action Individual Responsible Expected Completion Date Recommendation III-44 Response Action Individual Responsible Expected Completion Date Recommendation IV -1 Response Action Individual Responsible Expected Completion Date Recommendation IV-2 Response Action Individual Responsible Expected Completion Date Recommendation IV -3 Response Action Individual Responsible Expected Completion Date Recommendations - IV4 Response Action ndividual ResponsibIndividual Responsible Expected Completion Date Recommendation Response Action Individual Responsible Expected Completion Date Recommendation V-1 Response Action Individual Responsible Expected Completion Date Recommendation V-2 Response Action Individual Responsible Expected Completion Date Recommendation V-3 Response Action Individual Responsibility Expected Completion Date Recommendations - V-4 Response Action Individual Responsible Expected Completion Date Recommendation V-5 Response Action Individual Responsible Expected Completion Date Recommendation # VI-1 Response Action ndividual Responsible IExpected Completion Date Recommendation # VI-2 Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Recommendation # VII -1 Response Action Individual Responsible Expected Completion Date Recommendation # VII -2 Response Action ndividual Responsible IExpected Completion Date Recommendation # VII -3 Response Action Individual Responsible Expected Completion Date Recommendation # VII -4 Response Action Individual Responsible Expected Completion Date Recommendation # VII -5 Response Action Individual Responsible Expected Completion Date Recommendation # VII -6 Response ActionIndividual Responsible Expected Completion Date Recommendation # VII-7 Response Action Individual Responsible Expected Completion Date Recommendation RecommendationIII-41 Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. (Refer to Finding III-45.) RecommendationIII-41 Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. (Refer to Finding III-45.) RecommendationIII-41 Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. (Refer to Finding III-45.) Recommendation Recommendation# III-42 Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. (Refer to Finding III-46.) Recommendation# III-42 Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. (Refer to Finding III-46.) ndations - Recommendation # IV-5 Expedite the pursuit of the Business Transformation project. (Refer to Expedite the pursuit of the Business Transformation project. (Refer to Finding IV-7.) Expedite the pursuit of the Business Transformation project. (Refer toFinding IV-7.) Recommendation # IV-5 PGW Stratified Management and Operational Audit Implementation Plan S Recommendations - Recommendation Explore the use of spend targets in the Procurement Departments performance objectives. (Refer to Finding 0-8.) PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation Plan Recommendations # PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation Plan Enhance the FSD and Distribution business processes through more computerization. Accepted This recommendation is addressed by the Business Transformation Lite Program which is currently underway. As part of its Business Transformation Program, PGW will implement a Resource Management function within the Field Operations department that will be responsible for the development of a rolling long-term integrated plan for completing all scheduled and response-related work, while meeting the corporate-driven objectives and regulatory requirements associated with PGW field work. In order to better enable Operations to be successful in executing the work plans, PGW intends to define, design, and implement a number of system enhancements focused on improving productivity by automating various associated processes. Specific functions that will be evaluated will included and may not be limited to work order generation, estimating, scheduling, work order racking and assignment, and dispatching. Once this initial requirement definition process is completed, the actual technical design, development, test, and implementation effort / cost will be estimated and a cost / benefit analysis will be completed prior to obtaining approval to move forward. In addition to these system enhancements, PGW intends to investigate the use of global positioning software (GPS) in order to provide automated best available work assignments to dispatchers in real-time. Paul Mondimore, Vice President of Operations The initial requirement definition process is expected to be complete by the end of the 2nd Quarter 2009 (calendar year). Recommendation # VII-8 Response Action Individual Responsible Expected Completion Date Recommendation # VII-9 Response Action Individual Responsible Expected Completion Date Recommendation # VII-10 Response Action Action Individual Responsible Expected Completion Date Recommendation VII 11Response Action Individual Responsible Expected Completion Date Recommendation # VII-12 Response Action Individual Responsible Expected Completion Date  STYLEREF 1 \s 0 SEQ Recommendation \* ARABIC \s 1 1 STYLEREF 1 \s 0Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. Accepted Operations monitors on a monthly timeframe, current staffing levels and departmental future requirements. In conjunction with the Organizational Department within Human Resources, Operations coordinates departmental and organizational employee requirements. PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Paul A. Mondimore, Vice President of Field Operations Ongoing .Recommendation # VII-8 Centralize all field force planning, scheduling, performance monitoring and analysis functions. Response Accepted Action This recommendation is addressed by the Business Transformation Lite Program which is currently underway. As part of its Business Transformation Program, PGW will implement a Resource Management function within the Field Operations department that will be responsible for the development of a rolling long-term integrated plan for completing all scheduled and response-related work, while meeting the corporate-driven objectives and regulatory requirements associated with PGW field work. Resource Management will define work bundling guidelines, identify work bundling opportunities, and schedule the associated jobs based on planned work volume targets and work priority for all of Field Operations. In addition, Resource Management will provide monthly work completion reports and will be responsible for capturing all completed work volumes and associated costs in order to track relative performance against the work plan and approved budgets. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date Resource Management is expected to be functional by the end of the 2nd Quarter 2009 (calendar year). Recommendation # VII-9 PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. Response Accepted Action As part of its Main Replacement Priorization Program, PGW agrees that as we become more familiar with the implemented software and its functionality, we will consider potential enhancements to our risk and condition model. Individual Responsible Paul Mondimore, Vice President of Operations Expected Completion Date PGW will have sufficient knowledge of the new application to be able to consider future enhancements to the Advantica program by the end of the 2nd Quarter 2010 (calendar year). Recommendation # VII-10 Set more aggressive performance targets on gas leak response. (Refer to FindingVII22.) Response Accepted Action PGW places the highest urgency on leak response. PGW will review its current leak response goal and set a more aggressive target. Action PGW will continue to monitor the response time of all gas odor complaints and set a more aggressive rate of response within 60 minutes of the call. Individual Responsible Paul A. Mondimore, Vice President of Field Operations Expected Completion Date August 2009 Recommendation # VII 11 Build a stronger gas theft of service program. Response Accepted. Action As stated in Recommendation VIII-17, PGW will review its current theft prevention program and undertake an industry study to determine Best Practices. The analysis will include but will not be limited to internal systems, external vendors/systems and other gas utilities. Enhancements to existing policies and procedures will be implemented as necessary. Individual Responsible Cristina Coltro, VP of Customer Service Expected Completion Date 1st Quarter 2010 Recommendation # VII-12 Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. Response Accepted Action Operations monitors on a monthly timeframe, current staffing levels and departmental future requirements. In conjunction with the Organizational Department within Human Resources, Operations coordinates departmental and organizational employee requirements. PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Paul A. Mondimore, Vice President of Field Operations Expected Completion Date Ongoing Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter, FY 2010 Recommendation Number VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted. Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter 2009 Recommendation VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation VIII-4: Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter 2009 Recommendation VIII-5: Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date First Quarter FY 2010 Recommendation VIII-6: Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter 2009 Recommendation Number VIII-7: Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation RecommendationVII 8: Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted. Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation RecommendationVIII9: Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted. Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY10 PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by March 31, 2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by March 31, 2009. Modifications will be based on the scope of the recommendations and PGWs financial position. PGW Stratified Management and Operations Audit Implementation Plan Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 RecommendationVIII-14: Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. (Refer to Finding VIII-15.) Response Rejected to the extent the recommendation affects governance over which PGW has no control. Accepted with regard to Finding VIII-15. Action PGW will continue its investigation and analysis of universal services programs around the country including funding mechanisms. The plan is to develop scenarios for program design and mechanisms for sharing the burden in a fair and equitable manner. PGW will also look at potential funding mechanisms through the use of its own assets. PGW will work with parties that have jurisdiction and/or the ability to assist in creating a solution to the problem. Individual Responsible Steven Hershey, V.P. Regulatory and External Affairs Expected Completion Date 2nd quarter 2010. Recommendation # VIII-15. Unlinked Customers with Credit Balances Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). This type of information could be used to measure the performance in providing customer refunds on a timely basis. Response Accepted Action PGW will develop a report that lists all accounts that will contain the date when the credit balance occurred with the amount as well as the refund date and refund amount. This information will be maintained on a historical basis. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date 2nd Quarter CY2009 Recommendation # VIII-16 - Reevaluate the use of the soft-off program at PGW. Response Accepted Action As part of its Business Transformation Program, PGW will implement an automated soft off selection and monitoring process as well as a landlord cooperation program. The automated soft off process will systematically dictate whether a customer requested shut-off should result in scheduling a physical shut-off order or placement of the gas service account into PGWs name and then monitoring the account for excess usage. The landlord cooperation program is an incentive based program that will increase PGWs access to premises containing multiple meters connected to a single service. These custom solutions will be integrated with existing PGW systems and business processes in order to manage customer and property information accurately and to manage all field work including physical notification, shut-off, and turn-on activities. The system solutions will be user configurable, allowing PGW to define specific monitoring and notification time periods, usage thresholds, and daily work volume. As a result of these initiatives and the system automation that they will provide, PGW will be able to minimize the extra costs that exceed the expected soft off consumption / cost by physically notifying and shutting off properties where the accumulated usage has exceeded a PGW defined threshold in a timely manner. Individual Responsible Cristina Coltro, Vice President of Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation VIII 17. Undertake a major study to improve the gas theft prevention program. (Finding VIII 18.) Response Accepted. Action PGW will review its current theft prevention program and undertake an industry study to determine Best Practices. The analysis will include but will not be limited to internal systems, external vendors/systems and other gas utilities. Enhancements to existing policies and procedures will be implemented as necessary. Individual Responsible G. Hornbuckle, Director Credit and Collections Expected Completion Date 1st Quarter 2010 f Gas Supply and Transportation.Accepted in part.Accepted in part.f Gas Supply and Transportation.Initative..Accepted in part.Fourth Calendar Quarter of 2009.Accepted in part.ly and Transportation.Second Calendar Quarter of 2009.f Gas Supply and Transportation.f Gas Supply and Transportation.Accepted in part..Accepted.Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes.CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Action Individual Responsible Expected Completion Date Recommendation Number VIII- SEQ Recommendation \* ARABIC \s 1 2 Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date RecommendationResponse Action Individual Responsible Expected Completion Date Recommendation VIII-5Response Action Individual Responsible Expected Completion Date Recommendation VIII-6Response Action Individual Responsible Expected Completion Date Recommendation Number VIII-7Response Action Individual Responsible Expected Completion Date Recommendation RecommendationVII 8: Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-Response Action Individual Responsible Expected Completion Date Recommendation RecommendationVIII9Response Action Individual Responsible Expected Completion Date Recommendation # VIII-10 Response Action Individual Responsible Expected Completion Date PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation PlanRecommendation # VIII - 11 Response Action Individual Responsible Expected Completion Date Recommendation # VIII - 12 Response Action Individual Responsible Expected Completion Date Response Action Individual Responsible Expected Completion Date Recommendation # VIII-15. Response Action Individual Responsible Expected Completion Date Recommendation # VIII-16 Response Action Individual Responsible Expected Completion Date Recommendation VIII 17. Response Action Individual Responsible Expected Completion Date PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation Plan Number Accepted. Accepted. Accepted 1st Quarter FY10 V# III-4::Recommendation # Recommendation : :Develop a method for measuring actual call center turnover rates. Accepted 3rd Quarter 2009 : 1st Quarter FY10 RecommendationVII 8: Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-: .Recommendation Recommendation: Accepted. : RecommendationVIII-14 Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. (Refer to Finding VIII-15.) quarter 2010.Unlinked Customers with Credit Balances III-15. -. Accepted. Accepted.thAugust 31, 2009 Quarter 2009Due to the job analysis and setup time required to put such a program in place, coupled with the lack of personnel required to support this initiative, the complete program could be developed and implemented by December 31, 2010. stthththrdApril 2009 rdQaurterstndthInitiation Time Frame 12+ months nd-Inititationtime InititationExpected Completion Date 3rd Quarter 2009 rd03rd Quarter FY 2009 Expected Completion Date 12/2008.Second Calendar Quarter of 2009thFourth Calendar Quarter of 2009 stSecond Calendar Quarter of 2009rd2nd Quarter 2009 (calendar year). th2nd Quarter 2009 (calendar year).rdend of the 3rd th 2nd Quarter 2010 (calendar year).end of the PGW will have sufficient knowledge of the new application to be able to consider future enhancements to the Advantica program by the beginning of the 4th Quarter FY2009 Quarter FY2009August 2009th Quarter,FirststMarch 31, 2009ndQuarter FY March 31, 2009 q2CY3nd1stFinally, PGW Internal audit has initiated a number of activities to aggressively move the Internal Audit function forward. These include: Performing a number of internal and outsourced audits to provide the basis for assessing risk mitigation, audit planning and establishing appropriate management policies, plans, procedures, practices, and systems; A draft strategic plan, based on increasing in-house capability while utilizing elements of outsourcing and co-sourcing, has been prepared and is being presented to the Audit Committee for approval in February 2009; A new audit plan was approved and Grant Thornton selected to perform selected audits during a transition period. Their four Audit Projects will be completed in late January or no later than early February 2009; A new IIA Audit Manual was purchased, edited, and published in 2008 with management policies, plans, procedures, practices, and systems suggested by the IIA in compliance with the International Standards for the Professional Practice of Internal Auditing; IA will contract with the Grant Thornton to assist staff in the evaluation and selection of a Commercially-off-the-shelf (COTS) integrated Governance, Risk, and Controls software and complete a Risk Assessment by February 2009, to evaluate, utilizing the COSO framework: a common business risk language; the effectiveness of the PGW organizational control structure; Business Process controls; and To identify, map, and evaluate major financial, and non-financial, processes and key control points, promoting the early identification, assessment, and management of key risks; The Risk Assessment will be used with a three year Audit Plan pursuant to IAs charter and in compliance with IIA standards; IA will contract with Grant Thornton to help it self assess its procedures as a step in performing a Quality Assessment. The output of the Assessment will be recommendations, aligned with the Management Audit Recommendations and IIA standards, to help IA move to best practices in management policies, plans, procedures, practices, and systems; IA will use the Risk Assessment and this report to support the budget, which is designed to increase staff over the five-year period, and reduce the heavy percentage of out/co-sourcing in parallel, to support its new strategic plan. Finally, a majorcancouldRecommendation# VIII-13 Response Action Individual Responsible Expected Completion Date  REF _Ref206558066 \* MERGEFORMATFindingVIII13 REF _Ref206558066 \* MERGEFORMATFindingVIII13Recommendation IIPriortization1st QuarterAs previously mentioned, many state regulatory commissions consider such programs a competitive service that should be funded totally by the customers that use the program. Another way of stating that sentence is that the ratepayers who are not using that program should not be providing any funding to that program what many refer to as cross subsidization. A study needs to be performed periodically to ensure that this is the case. speakers DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009lations strategic/business plan.d regulatory relations programs.IS policies will be finalized, signed off and stored in Policy Center as well as on the intranet as part of the strategy writing effort. These policies and procedures will be reviewed annually and updated as needed. The department is drafting an initial set of internal policies and procedures as part of the strategy writing effort. These policies and procedures will be reviewed annually and updated as needed.  DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009 SEnoir IV-4: Accepted. Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes. REF _Ref208029077 \* MERGEFORMATFinding01Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes.Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes.Finding STYLEREF 1 \s 0 SEQ Finding \* ARABIC \s 1 1 PGW manages a significant number of paper-intensive processes.  DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009completion date of 4th Quarter FY2009DescriptionPagePGW Response  VII-3Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board.  Accepted in PartVII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers. Accepted in PartDescriptionPagePGW ResponseVII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured.  Accepted in PartVII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review.  Accepted in PartVII-7Enhance the FSD and Distribution business processes through more computerization. AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions. AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. AcceptedVII-10Set more aggressive performance targets on gas leak response. AcceptedVII-11Build a stronger gas theft of service program. AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. Accepted VIII-3 Investigate methods to improve CSR selection and retention. AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center. AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development. AcceptedVIII-6Develop a method for measuring actual call center turnover rates. Accepted  DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATFinding01) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATFindingVIII13 DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found. DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found. DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found. DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found. DATE \@ "MM/dd/yyyy" 01/14/2009 DATE \@ "MM/dd/yyyy" 01/14/2009Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found. DATE \@ "MM/dd/yyyy" 01/14/2009  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE 10  PAGE 1 DATE \@ "MM/dd/yyyy" 01/14/2009  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 2  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 10  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 2  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 2 PAGE 2  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 2 PAGE 10  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 2  NUMPAGES 104  DATE \@ "MM/dd/yyyy" 01/14/2009 Implementation Plan Of Philadelphia Gas Works To The Stratified Management & Operations Audit For the Pennsylvania Public Utility Commission Bureau of Audits Docket No. D-06MGT042  December 2008 PAGE  PAGE 2  DATE \@ "MM/dd/yyyy" 01/14/2009 Introduction PGW is pleased to submit this Implementation Plan for review by the Pennsylvania Public Utility Commission (PAPUC). The Implementation Plan is in response to the recommendations contained in the Stratified Management and Operations Audit Report (Docket No. D-06MGT042) prepared by Schumaker & Company under the direction of PAPUC Bureau of Audits Management Audit Division and issued on December 24, 2008. The Implementation Plan provides PGWs commitment to act on the recommendations by addressing opportunities for improvement in operational effectiveness while improving service to our customers. Of the ninety-three (93) recommendations contained in the Audit Report, PGW has accepted eighty-three (83) of them completely, accepted in-part eight (8), and rejected two (2). As requested, this Implementation Plan details the actions to be taken, the expected completion dates and the individuals responsible for implementing each recommendation. PAGE 1  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE   DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 1 PAGE  PAGE 1  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE   DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE 8  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE 10  DATE \@ "MM/dd/yyyy" 01/14/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. Response Accepted Action PGW has retained a consulting firm to conduct an assessment of the Call Center operations. This assessment is expected to be finalized in the spring of 2009. PGW will review recommendation for short and long term solutions. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-3: Investigate methods to improve CSR selection and retention. Response Accepted Action PGW will develop strategies for improving selection and retention of Customer Service Representatives by: Defining desired employee profile. (experience, education) Determining market and venues for job recruitment. Evaluating training for new hires. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-4 Include CSR turnover as a key performance indicator (KPI) for the call center. Response Accept Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # VIII-5 Redesign the call center supervisor jobs to focus more on coaching and development. Response Accepted Action PGW will develop strategies for revamping supervisors jobs to focus on coaching and development by: Redefining supervisor role to provide coaching and development 70 75 % of their time. Identifying key metrics to provide specific targets for coaching Establishing supervisor skill development training Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-6 Develop a method for measuring actual call center turnover rates. Response Accepted Action PGW will develop and maintain reports on turn over rates in order to better manage workforce and operations. Create a metric to evaluate attrition rates at various stages. Begin tracking attrition by reason, i.e. retirement, promotion, attendance, etc. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation Number # VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. Response Accepted Action PGWs Customer Affairs department will work with Human Resources and Organizational Development to develop a root cause analysis of absenteeism. The plan includes: Analysis on the impact of FMLA and EUC. Adherence to the new Lateness Policy. Assessment of the hiring criteria of HRD/OD, and its impact or contribution to the overall attendance, as referenced in Recommendation Number - 3. Encourage HRD/OD to develop a customized survey to assess the Call Center employees attitudes and concerns that may have a negative effect on overall attendance. Individual Responsible Cristina Coltro, Vice President, Customer Affairs Expected Completion Date 1st Quarter FY10 Recommendation #VIII 8 Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. (Refer to Finding VIII-3, Finding VIII-4, and Finding VIII-7.) Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII9 Address customer dissatisfaction/satisfaction drivers. (Refer to Finding VIII-4). Response Accepted Action PGW has contracted with an independent agency to develop and conduct customer surveys, and provide an analysis of results. PGW will evaluate results and derive strategies for improvements. The surveys are conducted year-round while the analysis is completed once each year. Individual Responsible Cristina Coltro; V.P. Customer Affairs Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII-10 Make changes to the configuration of the various customer service district offices. (Refer to Finding VIII-9.) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Actual implementation will depend on the scope of the recommendations and approvals by the Philadelphia Gas Commission. Recommendation # VIII - 11 Make modest renovations to customer service district offices. (Refer to Finding VIII-10) Response Accepted Action PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Project recommendations will be completed by 2nd Quarter FY2009. Modifications will be based on the scope of the recommendations and PGWs financial position. Recommendation # VIII - 12 Provide privacy for LIHEAP applicants. (Refer to Finding VIII-11) Response Accepted Action PGW took steps to establish a separate waiting area for customers awaiting service for LIHEAP application. While waiting, customer will be asked to complete LIHEAP applications as much as possible on their own. This minimizes loud presentment of information. Once seen by the customer service representative, the representative ensures the application is completed properly and makes copies of the information. The designated LIHEAP customer service representatives work area has been moved further away from the LIHEAP customer waiting area. Individual Responsible Steve Jordon, Director Labor, Administration, and Accounts Management Expected Completion Date Implemented this current LIHEAP Season December 2008 Recommendation# VIII-13 Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found.ed in Part III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department.  Accepted in Part9AcceptedII-2Expand and document community relations and regulatory relations programs. 10AcceptedII-3Implement management incentive compensation 11AcceptedII-4Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes. 12AcceptedII-5Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions 13AcceptedII-6Appoint a return-to-work coordinator as part of the Absence control group in Human Resources. 15AcceptedII-7Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process. 16AcceptedIII-3Expand the purpose of the QA organization to become actively involved in all phases of major technology projects. 19AcceptedIII-4Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects. 20AcceptedIII-5Properly secure the PGW telecommunications and server room. 21AcceptedIII-6Expand emphasis on achievement of project management and technical certifications. 22AcceptedIII-7Establish Service Level Agreements (SLAs) with all major IS customers 23AcceptedDescriptionPagePGW ResponseIII-8Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. AcceptedIII-9Incorporate disaster recovery into business-continuity plan process and expand its focus.AcceptedIII-10Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. AcceptedIII-11Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. AcceptedIII-12Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings.  Accepted in PartIII-13Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. AcceptedIII-14Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. AcceptedIII-15Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. AcceptedIII-16Initiate an internal audit of the Facilities Department. AcceptedIII-17Initiate a formal material-demand-requirements forecasting program in the Procurement Department. AcceptedIII-18Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. AcceptedIII-19Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. AcceptedIII-20Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons.  Accepted in PartIII-21Develop a program to collect and use metrics that are related to individual buyer performance. AcceptedIII-22Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. Accepted DescriptionPagePGW Response III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more.  Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. Accepted DescriptionPagePGW ResponseIII-36Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. AcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements. AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program. AcceptedIII-44Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. Accepted Chapter IV Corporate Governance DescriptionPagePGW ResponseIV-1Streamline the corporate governance processes of PGW. RejectIV-2Develop an ongoing Ethics training program. AcceptedIV-3Strengthen the Board Audit Committee function. AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies. AcceptedIV-5Expedite the pursuit of the Business Transformation project. Accepted Chapter V Financial Management DescriptionPagePGW ResponseV-1 Institute flexible work rules and hours in financial management functions AcceptedV-2 Update the payroll system cost analysis. AcceptedV-3 Improve the timing of the budget preparation and approval process AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. Accepted Chapter VI Diversity and DEEO DescriptionPagePGW ResponseVI-1Expand PGWs diversity program beyond compliance-oriented activities. AcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. Accepted Chapter VII System Reliability Performance DescriptionPagePGW ResponseVII-1 Provide at least two controllers on all shifts for the Gas Control Center. AcceptedVII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. Accepted DescriptionPagePGW ResponseVII-3Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board.  Accepted in PartVII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers. Accepted in PartVII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured.  Accepted in PartVII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review.  Accepted in PartVII-7Enhance the FSD and Distribution business processes through more computerization. AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions. AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. AcceptedVII-10Set more aggressive performance targets on gas leak response. AcceptedVII-11Build a stronger gas theft of service program. AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. Accepted Chapter VIII Customer Service DescriptionPagePGW ResponseVIII-1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. AcceptedVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. AcceptedDescriptionPagePGW ResponseVIII-3 Investigate methods to improve CSR selection and retention. AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center. AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development. AcceptedVIII-6Develop a method for measuring actual call center turnover rates. Accepted DescriptionPageAcceptedVIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. AcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers. AcceptedVIII-10 Make changes to the configuration of the various customer service district offices. AcceptedVIII-11 Make modest renovations to customer service district offices. AcceptedVIII-12 Provide privacy for LIHEAP applicants. AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). AcceptedVIII-16Reevaluate the use of the soft-off program at PGW. AcceptedVIII-17Undertake a major study to improve the gas theft prevention program.AcceptedRecommendation # II -1 Develop an external relations strategic/business plan Response Accepted Action PGW has begun the drafting of an external relations plan that addresses strategic business needs. The work will be completed and implemented. Individual Responsible Steven P. Hershey, Vice President Regulatory and External Affairs Expected Completion Date 2nd Quarter 2009 1724AcceptedIII-9Incorporate disaster recovery into business-continuity plan process and expand its focus.25AcceptedIII-10Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. 26AcceptedIII-11Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. 27AcceptedIII-12Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. 28 Accepted in PartIII-13Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. 29AcceptedIII-14Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. 30AcceptedIII-15Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. 31AcceptedIII-16Initiate an internal audit of the Facilities Department. 32AcceptedIII-17Initiate a formal material-demand-requirements forecasting program in the Procurement Department. 33AcceptedIII-18Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. 34AcceptedIII-19Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. 35AcceptedIII-20Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. 36 Accepted in PartIII-21Develop a program to collect and use metrics that are related to individual buyer performance. 37AcceptedIII-22Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. 3839AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. 5152AcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. 53AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements. 54AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. 55AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. 56AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. 57AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. 58AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program. 596061RejectIV-2Develop an ongoing Ethics training program. 62AcceptedIV-3Strengthen the Board Audit Committee function. 63AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies. 64AcceptedIV-5Expedite the pursuit of the Business Transformation project. 6667AcceptedV-2 Update the payroll system cost analysis. 68AcceptedV-3 Improve the timing of the budget preparation and approval process 69AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. 70AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. 7172AcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. 73AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. 74VII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. 76AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. 51AcceptedAcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. 51AcceptedAcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. 53AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements. 54AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. 55AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. 56AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. 57AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. 58AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program. 59AcceptedIII-44Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. 60AcceptedRejectIV-2Develop an ongoing Ethics training program. 62AcceptedIV-3Strengthen the Board Audit Committee function. 63AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies. 64AcceptedIV-5Expedite the pursuit of the Business Transformation project. 66AcceptedAcceptedV-2 Update the payroll system cost analysis. 68AcceptedV-3 Improve the timing of the budget preparation and approval process 69AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. 70AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. 71AcceptedAcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. 73AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. 74AcceptedAcceptedVII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. 76Accepted Accepted in PartVII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers.78 Accepted in PartVII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured. 79 Accepted in PartVII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review. 80 Accepted in PartVII-7Enhance the FSD and Distribution business processes through more computerization. 81AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions. 82AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. 83AcceptedVII-10Set more aggressive performance targets on gas leak response. 84AcceptedVII-11Build a stronger gas theft of service program. 85AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. 86AcceptedAcceptedVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. 88AcceptedAcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center. 90AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development. 91AcceptedVIII-6Develop a method for measuring actual call center turnover rates. 92AcceptedAcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. 94AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers. 95AcceptedVIII-10 Make changes to the configuration of the various customer service district offices. 96AcceptedVIII-11 Make modest renovations to customer service district offices. 97AcceptedVIII-12 Provide privacy for LIHEAP applicants. 98AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting 99AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. 100RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). 101AcceptedVIII-16Reevaluate the use of the soft-off program at PGW. 102AcceptedVIII-17Undertake a major study to improve the gas theft prevention program.103AcceptedAccepted (Refer to  REF _Ref206558066 \* MERGEFORMATError! Reference source not found..)3etely, accepted in-part eight (8threeVIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. 93AcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. 94AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers. 95AcceptedVIII-10 Make changes to the configuration of the various customer service district offices. 96AcceptedVIII-11 Make modest renovations to customer service district offices. 97AcceptedVIII-12 Provide privacy for LIHEAP applicants. 98AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting 99AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. 100RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). 101AcceptedVIII-16Reevaluate the use of the soft-off program at PGW. 102AcceptedVIII-17Undertake a major study to improve the gas theft prevention program.103AcceptedpProgram. programprogram, VP9AcceptedII-2Expand and document community relations and regulatory relations programs. 10AcceptedII-3Implement management incentive compensation 11AcceptedII-4Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes. 12AcceptedII-5Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions 13AcceptedII-6Appoint a return-to-work coordinator as part of the Absence control group in Human Resources. 15AcceptedII-7Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process. 16Accepted Chapter III Support Services DescriptionPagePGW ResponseIII-1Formalize a regularly conducted, long-range planning process. 17AcceptedIII-2Complete existing IS policies and procedures and expand focus to include internal IS guidelines. 18AcceptedIII-3Expand the purpose of the QA organization to become actively involved in all phases of major technology projects. 19AcceptedIII-4Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects. 20AcceptedIII-5Properly secure the PGW telecommunications and server room. 21AcceptedIII-6Expand emphasis on achievement of project management and technical certifications. 22AcceptedIII-7Establish Service Level Agreements (SLAs) with all major IS customers 23AcceptedDescriptionPagePGW ResponseIII-8Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. 24AcceptedIII-9Incorporate disaster recovery into business-continuity plan process and expand its focus.25AcceptedIII-10Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. 26AcceptedIII-11Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. 27AcceptedIII-12Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. 28 Accepted in PartIII-13Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. 29AcceptedIII-14Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. 30AcceptedIII-15Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. 31AcceptedIII-16Initiate an internal audit of the Facilities Department. 32AcceptedIII-17Initiate a formal material-demand-requirements forecasting program in the Procurement Department. 33AcceptedIII-18Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. 34AcceptedIII-19Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. 35AcceptedIII-20Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. 36 Accepted in PartIII-21Develop a program to collect and use metrics that are related to individual buyer performance. 37AcceptedIII-22Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. 38Accepted DescriptionPagePGW Response III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. 39AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. 51Accepted DescriptionPagePGW ResponseIII-36Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. 52AcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. 53AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements. 54AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. 55AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. 56AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. 57AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. 58AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program. 59AcceptedIII-44Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. 60Accepted Chapter IV Corporate Governance DescriptionPagePGW ResponseIV-1Streamline the corporate governance processes of PGW. 61RejectIV-2Develop an ongoing Ethics training program. 62AcceptedIV-3Strengthen the Board Audit Committee function. 63AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies. 64AcceptedIV-5Expedite the pursuit of the Business Transformation project. 66Accepted Chapter V Financial Management DescriptionPagePGW ResponseV-1 Institute flexible work rules and hours in financial management functions 67AcceptedV-2 Update the payroll system cost analysis. 68AcceptedV-3 Improve the timing of the budget preparation and approval process 69AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. 70AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. 71Accepted Chapter VI Diversity and DEEO DescriptionPagePGW ResponseVI-1Expand PGWs diversity program beyond compliance-oriented activities. 72AcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. 73AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. 74Accepted Chapter VII System Reliability Performance DescriptionPagePGW ResponseVII-1 Provide at least two controllers on all shifts for the Gas Control Center. 75AcceptedVII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. 76Accepted DescriptionPagePGW ResponseVII-3Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board. 77 Accepted in PartVII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers.78 Accepted in PartVII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured. 79 Accepted in PartVII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review. 80 Accepted in PartVII-7Enhance the FSD and Distribution business processes through more computerization. 81AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions. 82AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. 83AcceptedVII-10Set more aggressive performance targets on gas leak response. 84AcceptedVII-11Build a stronger gas theft of service program. 85AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. 86Accepted Chapter VIII Customer Service DescriptionPagePGW ResponseVIII-1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. 87AcceptedVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. 88AcceptedDescriptionPagePGW ResponseVIII-3 Investigate methods to improve CSR selection and retention. 89AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center. 90AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development. 91AcceptedVIII-6Develop a method for measuring actual call center turnover rates. 92Accepted DescriptionPagePGW Response VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. 93AcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. 94AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers. 95AcceptedVIII-10 Make changes to the configuration of the various customer service district offices. 96AcceptedVIII-11 Make modest renovations to customer service district offices. 97AcceptedVIII-12 Provide privacy for LIHEAP applicants. 98AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting 99AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. 100RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). 101AcceptedVIII-16Reevaluate the use of the soft-off program at PGW. 102AcceptedVIII-17Undertake a major study to improve the gas theft prevention Program.103AcceptedR HYPERLINK \l "_Recommendation_#_II_-1" 9HYPERLINK \l "_Recommendation_#_II_-1"99 HYPERLINK \l "_Recommendation_#_II_-1" 99R9RRRRRR101112131516PAGE 2  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE 10  DATE \@ "MM/dd/yyyy" 01/14/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2Completed September 13, 2008. and on going thereafter.1 in Partin partAction PGW will continue to monitor the response time of all gas odor complaints and set a more aggressive rate of response within 60 minutes of the call. 0PAGE 7  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 20  DATE \@ "MM/dd/yyyy" 01/15/2009 PGW is pleased to submit this Implementation Plan for review by the Pennsylvania Public Utility Commission (PAPUC). The Implementation Plan is in response to the recommendations contained in the Stratified Management and Operations Audit Report (Docket No. D-06MGT042) prepared by Schumaker & Company under the direction of PAPUC Bureau of Audits Management Audit Division and issued on December 24, 2008. The Implementation Plan provides PGWs commitment to act on the recommendations by addressing opportunities for improvement in operational effectiveness while improving service to our customers. Of the ninety-three (93) recommendations contained in the Audit Report, PGW has accepted eighty-four (84) of them completely, accepted in-part eight (7), and rejected two (2). As requested, this Implementation Plan details the actions to be taken, the expected completion dates and the individuals responsible for implementing each recommendation. Introduction PGW is pleased to submit this Implementation Plan for review by the Pennsylvania Public Utility Commission (PAPUC). The Implementation Plan is in response to the recommendations contained in the Stratified Management and Operations Audit Report (Docket No. D-06MGT042) prepared by Schumaker & Company under the direction of PAPUC Bureau of Audits Management Audit Division and issued on December 24, 2008. The Implementation Plan provides PGWs commitment to act on the recommendations by addressing opportunities for improvement in operational effectiveness while improving service to our customers. Of the ninety-three (93) recommendations contained in the Audit Report, PGW has accepted eighty-nine (89) of them completely, accepted in-part two (2), and rejected two (2). As requested, this Implementation Plan details the actions to be taken, the expected completion dates and the individuals responsible for implementing each recommendation. It should be noted that, in a great many of the proposed Action steps, management makes reference to the Business Transformation (BT) initiative. For a number of years there has been a recognized need for transformative steps to address fundamental change in Customer Affairs, Field Operations and the Supply Chain: Procurement, Materials Management and Fleet Operations. In effect, the need was to change the business model under which this utility has operated for decades. This audit is being completed on the cusp of implementation of Phase One of this effort that will address many of the consultants findings. It is anticipated that the Phase Two BT design and implementation efforts, to start in late spring or early summer, will address much of the balance of the audit findings. If for some reason the company does not get regulatory approval for the remaining BT program in the next several months or a particular item falls outside of the scope of that future BT design, management will return to the Commission with adjusted Action steps for the affected recommendations. PGW management wishes to express its appreciation to the Audit staff and to Schumaker & Co. for their collective efforts in assisting PGW in furthering the companys program for continuous improvement. From the perspective of management this report is a very positive outcome to an extensive process and we look forward demonstrating the successful implementation of the recommendations we have accepted. Introduction Implementation Plan Of Philadelphia Gas Works To The Stratified Management & Operations Audit For the Pennsylvania Public Utility Commission Bureau of Audits Docket No. D-06MGT042  December 2008 Introduction PGW is pleased to submit this Implementation Plan for review by the Pennsylvania Public Utility Commission (PAPUC). The Implementation Plan is in response to the recommendations contained in the Stratified Management and Operations Audit Report (Docket No. D-06MGT042) prepared by Schumaker & Company under the direction of PAPUC Bureau of Audits Management Audit Division and issued on December 24, 2008. The Implementation Plan provides PGWs commitment to act on the recommendations by addressing opportunities for improvement in operational effectiveness while improving service to our customers. Of the ninety-three (93) recommendations contained in the Audit Report, PGW has accepted eighty-nine (89) of them completely, accepted in-part two (2), and rejected two (2). As requested, this Implementation Plan details the actions to be taken, the expected completion dates and the individuals responsible for implementing each recommendation. It should be noted that, in a great many of the proposed Action steps, management makes reference to the Business Transformation (BT) initiative. For a number of years there has been a recognized need for transformative steps to address fundamental change in Customer Affairs, Field Operations and the Supply Chain: Procurement, Materials Management and Fleet Operations. In effect, the need was to change the business model under which this utility has operated for decades. This audit is being completed on the cusp of implementation of Phase One of this effort that will address many of the consultants findings. It is anticipated that the Phase Two BT design and implementation efforts, to start in late spring or early summer, will address much of the balance of the audit findings. If for some reason the company does not get regulatory approval for the remaining BT program in the next several months or a particular item falls outside of the scope of that future BT design, management will return to the Commission with adjusted Action steps for the affected recommendations. PGW management wishes to express its appreciation to the Audit staff and to Schumaker & Co. for their collective efforts in assisting PGW in furthering the companys program for continuous improvement. From the perspective of management this report is a very positive outcome to an extensive process and we look forward demonstrating the successful implementation of the recommendations we have accepted. Chapter II Executive Management and Human Resources DescriptionPagePGW ResponseII-1Develop an external relations strategic/business plan  HYPERLINK \l "II1" 9AcceptedII-2Expand and document community relations and regulatory relations programs.  HYPERLINK \l "II2" 10AcceptedII-3Implement management incentive compensation  HYPERLINK \l "II3" 11AcceptedII-4Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes.  HYPERLINK \l "II4" 12AcceptedII-5Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions  HYPERLINK \l "II5" 13AcceptedII-6Appoint a return-to-work coordinator as part of the Absence control group in Human Resources.  HYPERLINK \l "II6" 15AcceptedII-7Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process.  HYPERLINK \l "II7" 16Accepted Chapter III Support Services DescriptionPagePGW ResponseIII-1Formalize a regularly conducted, long-range planning process. 17AcceptedIII-2Complete existing IS policies and procedures and expand focus to include internal IS guidelines. 18AcceptedIII-3Expand the purpose of the QA organization to become actively involved in all phases of major technology projects. 19AcceptedIII-4Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects. 20AcceptedIII-5Properly secure the PGW telecommunications and server room. 21AcceptedIII-6Expand emphasis on achievement of project management and technical certifications. 22AcceptedIII-7Establish Service Level Agreements (SLAs) with all major IS customers 23AcceptedDescriptionPagePGW ResponseIII-8Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. 24AcceptedIII-9Incorporate disaster recovery into business-continuity plan process and expand its focus.25AcceptedIII-10Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. 26AcceptedIII-11Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. 27AcceptedIII-12Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. 28 Accepted in PartIII-13Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. 29AcceptedIII-14Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. 30AcceptedIII-15Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. 31AcceptedIII-16Initiate an internal audit of the Facilities Department. 32AcceptedIII-17Initiate a formal material-demand-requirements forecasting program in the Procurement Department. 33AcceptedIII-18Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. 34AcceptedIII-19Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. 35AcceptedIII-20Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. 36 Accepted in PartIII-21Develop a program to collect and use metrics that are related to individual buyer performance. 37AcceptedIII-22Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. 38Accepted DescriptionPagePGW Response III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. 39AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. 51Accepted DescriptionPagePGW ResponseIII-36Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. 52AcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. 53AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements. 54AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. 55AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. 56AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. 57AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. 58AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program. 59AcceptedIII-44Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. 60Accepted Chapter IV Corporate Governance DescriptionPagePGW ResponseIV-1Streamline the corporate governance processes of PGW. 61RejectIV-2Develop an ongoing Ethics training program. 62AcceptedIV-3Strengthen the Board Audit Committee function. 63AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies. 64AcceptedIV-5Expedite the pursuit of the Business Transformation project. 66Accepted Chapter V Financial Management DescriptionPagePGW ResponseV-1 Institute flexible work rules and hours in financial management functions 67AcceptedV-2 Update the payroll system cost analysis. 68AcceptedV-3 Improve the timing of the budget preparation and approval process 69AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. 70AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. 71Accepted Chapter VI Diversity and DEEO DescriptionPagePGW ResponseVI-1Expand PGWs diversity program beyond compliance-oriented activities. 72AcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. 73AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. 74Accepted Chapter VII System Reliability Performance DescriptionPagePGW ResponseVII-1 Provide at least two controllers on all shifts for the Gas Control Center. 75AcceptedVII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. 76Accepted DescriptionPagePGW ResponseVII-3Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board. 77 Accepted in PartVII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers.78 Accepted in PartVII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured. 79 Accepted in PartVII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review. 80 Accepted in PartVII-7Enhance the FSD and Distribution business processes through more computerization. 81AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions. 82AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. 83AcceptedVII-10Set more aggressive performance targets on gas leak response. 84AcceptedVII-11Build a stronger gas theft of service program. 85AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. 86Accepted Chapter VIII Customer Service DescriptionPagePGW ResponseVIII-1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. 87AcceptedVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. 88AcceptedDescriptionPagePGW ResponseVIII-3 Investigate methods to improve CSR selection and retention. 89AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center. 90AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development. 91AcceptedVIII-6Develop a method for measuring actual call center turnover rates. 92Accepted DescriptionPagePGW Response VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. 93AcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. 94AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers. 95AcceptedVIII-10 Make changes to the configuration of the various customer service district offices. 96AcceptedVIII-11 Make modest renovations to customer service district offices. 97AcceptedVIII-12 Provide privacy for LIHEAP applicants. 98AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting 99AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. 100RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). 101AcceptedVIII-16Reevaluate the use of the soft-off program at PGW. 102AcceptedVIII-17Undertake a major study to improve the gas theft prevention Program.103AcceptedRecommendation # II -1 Develop an external relations strategic/business plan Response Accepted Action PGW has begun the drafting of an external relations plan that addresses strategic business needs. The work will be completed and implemented. Individual Responsible Steven P. Hershey, Vice President Regulatory and External Affairs Expected Completion Date 2nd Quarter FY 2009 Recommendation # II-2 Expand and document community relations and regulatory relations programs. Response Accepted Action PGW will create a community relations plan that will build on and expand current activities. The plan will include measuring the opinions of the Community Advisory Council members and other key community opinion leaders to identify appropriate needs. PGW will use the results of the survey and other tools to create action priority plans. We will also begin to track hours dedicated to working with community organizations. PGW will also begin implementation of a plan to provide more frequent informal meetings and briefings with regulatory staff for effective exchange of information. Such efforts will be documented with appropriate reports. Individuals Responsible Wade Colclough, Director of Corporate Communications Steven P. Hershey, Vice President, Regulatory and External Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # II-3 Implement management incentive compensation (Refer to Finding II-11). Response Accepted Action As noted in the Audit, While we would not expect a municipal utility to have the generous incentive compensation of private sector companies, it should have a program in place and be able to offer incentives based on company performance every year. At the outset, it should be clarified that for purposes of this discussion, incentive based compensation is synonymous with performance based compensation. Employees must achieve specific goals or targets in order to be rewarded. These goals are targets are defined early in the year and refined throughout the year. The employees achievement of these goals is measured and reflected in their annual performance review. The score received in their annual review then translates into increased levels of compensation depending upon the level of achievement of their goals. PGW has implemented and continues to refine its goals, metrics and performance review process which would enable the company to put such a compensation program into effect. PGWs ability to fund and implement such programs is contingent upon approvals by multiple layers of governance. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter FY 2009 Contingent upon approval by various levels of governance. Recommendation II-4 Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes. (Refer to Finding II-12). Response Accepted Action PGW will provide additional resources for the employee survey. It will encourage employee involvement in providing survey responses. The company will provide supervisory training for attendance related issues. The company will continue to examine and, where appropriate, offer work/family benefits to support employees who are working to meet both company and family responsibilities. Meeting both work and family responsibilities is very difficult for many people. While the company should be both cognizant of, and sympathetic to those difficulties, it must also be cognizant of the needs of its customers to ensure that employees are providing a high quality of service at reasonable costs. Therefore, the company will also explore the tools it already provides to its employees to see if these tools can effectuate lower absenteeism. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter FY 2009 Recommendation # II-5 Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions (Refer to Finding II-13). Response Accepted Action The main premise of the finding by Schumacher & Company is that both the employee and employer benefit from the employees return to some job function as opposed to staying at home. They also note that PGW already has an effective absence management program, a key component of which is the Employee Utilization Committee (EUC). The EUC attempts to place sick or injured workers in temporary jobs until they can return to their normal position. Schumacher & Company feels that the jobs-based approach does not return enough workers to the work place. They propose a task based approach whereby the company would be required to develop a bank of value added tasks to be performed and identify the physical demands of the tasks. The task bank would include work that the company may be having trouble completing. The auditor proposes that the company develop a detailed plan for each employee experiencing a long term illness or injury. The plan would include those specific tasks which could be performed at the varying stages of recovery and would need to be revised accordingly. The employees would be assigned multiple tasks that would be closely aligned with the physical demands of the tasks versus the medical restrictions placed upon the employee. Further, the program would have to be assessed through the use of a scorecard that looks at costs, durations, accommodation rates, and other appropriate indicators of the efforts success. The findings fail to state that the assignment of employees to tasks is currently being performed at the departmental level. Not until the departments have exhausted every opportunity to provide employees some alternate work are the employees sent home and become part of the EUC process. The company will identify tasks that have reduced levels of physical exertion and identify levels for lifting, reaching, walking, etc. The company will also review all job processes to identify tasks that are a component of a job function. A scorecard approach will be put into place to monitor the program; however, resources would have to be dedicated to monitoring and reporting on the progress of these individuals. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 1st Quarter FY 2010 Recommendation # II-6 Appoint a return-to-work coordinator as part of the Absence control group in Human Resources. (Refer to Finding II-13). Response Accepted Action This would require hiring an additional resource in the Absence Control Group in the Human Resources Department. Individual Responsible William C. Muntzer VP Human Resources Expected Completion Date 4th Quarter FY 2009 Recommendation # II-7 Recommendation # II-7  HYPERLINK \l "_top" home R Chapter II Executive Management and Human Resources DescriptionPagePGW ResponseII-1Develop an external relations strategic/business plan  HYPERLINK \l "II1" 9AcceptedII-2Expand and document community relations and regulatory relations programs.  HYPERLINK \l "II2" 10AcceptedII-3Implement management incentive compensation  HYPERLINK \l "II3" 11AcceptedII-4Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes.  HYPERLINK \l "II4" 12AcceptedII-5Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions  HYPERLINK \l "II5" 13AcceptedII-6Appoint a return-to-work coordinator as part of the Absence control group in Human Resources.  HYPERLINK \l "II6" 15AcceptedII-7Implement a comprehensive institutional knowledge loss risk assessment and workforce planning process.  HYPERLINK \l "II7" 16Accepted Chapter III Support Services DescriptionPagePGW ResponseIII-1Formalize a regularly conducted, long-range planning process. 17AcceptedIII-2Complete existing IS policies and procedures and expand focus to include internal IS guidelines. 18AcceptedIII-3Expand the purpose of the QA organization to become actively involved in all phases of major technology projects. 19AcceptedIII-4Use Microsoft Project Server to effectively track activities, milestones, and resources for all major technology projects. 20AcceptedIII-5Properly secure the PGW telecommunications and server room. 21AcceptedIII-6Expand emphasis on achievement of project management and technical certifications. 22AcceptedIII-7Establish Service Level Agreements (SLAs) with all major IS customers 23AcceptedDescriptionPagePGW ResponseIII-8Keep to the desired schedule for disaster-recovery tests, including frequent use of comprehensive tests that are fully documented. 24AcceptedIII-9Incorporate disaster recovery into business-continuity plan process and expand its focus.25AcceptedIII-10Develop a specific human resources plan to ensure that the correct number of experienced replacements will be available to take over for the mechanics who will be retiring in the next few years. 26AcceptedIII-11Use information collected from outside contractors to make decisions on which FO activities can best be performed by outside contractors and what areas of FO need to be improved to be comparable with outside contractors. 27AcceptedIII-12Initiate a concerted effort to automate the production of the monthly PM schedule, thereby resulting in manpower time savings. 28 Accepted in PartIII-13Evaluate the beneficial impact that having an autoparts-knowledgeable person in the storeroom would have on improving the process of parts identification and ordering. 29AcceptedIII-14Develop specific programs that are intended to improve the levels of cooperation and communication between the FO Department and the various field operating groups. 30AcceptedIII-15Initiate an evaluation of the operations of the Facilities Department to identify procedures and processes that could be improved. 31AcceptedIII-16Initiate an internal audit of the Facilities Department. 32AcceptedIII-17Initiate a formal material-demand-requirements forecasting program in the Procurement Department. 33AcceptedIII-18Change the focus of the Procurement Department from being primarily an administrative group to being a proactive procurement organization that is actively involved in all aspects of the purchasing process. 34AcceptedIII-19Develop a program to perform regular surveys of the operating department clients of the PGW Procurement Department concerning the performance of the largest vendors and any other vendors with which problems have been experienced in the past. 35AcceptedIII-20Rotate the buyers across the vendors on a regularly scheduled basis, for both security and cross-training reasons. 36 Accepted in PartIII-21Develop a program to collect and use metrics that are related to individual buyer performance. 37AcceptedIII-22Develop a program to collect metrics related to the savings or contributions to PGWs profitability that are achieved through the work of the Procurement Department. 38Accepted DescriptionPagePGW Response III-23 Explore the available options for creating a purchasing consortium arrangement with the City of Philadelphia Procurement Department. 39AcceptedIII-24Evaluate the additional functionality that is not being used in the Oracle procurement application and develop a formal plan and schedule for taking advantage of those features, one that would have the most beneficial impact on the operations of the Procurement Department. 40AcceptedIII-25Identify operations and functions that could be better integrated between the Procurement Department and the Materials Management Department. 41AcceptedIII-26Evaluate the electronic commerce capabilities that are available through the Oracle e-procurement application and determine if these capabilities would be cost effective to implement. 42AcceptedIII-27Evaluate the purchasing authorization levels that are currently in place and identify potential areas that could be streamlined. 43AcceptedIII-28Explore the advantages that increased partnering with vendors and designation of strategic suppliers would bring to the procurement process at PGW. 44AcceptedIII-29Increase the amount at which a sealed bid is required from the current $10,000 threshold to a more realistic level of $25,000 or more. 45 Accepted in PartIII-30Initiate increased efforts to reduce the level of inventory in the MMD storerooms. 46AcceptedIII-31Initiate efforts to reduce the number of employees in the MMD. 47AcceptedIII-32Initiate a focused effort to increase the level of inventory turnover in the MMD storerooms and in aggregate. 48AcceptedIII-33Perform an analysis to determine the best way to utilize the spare parts classification and take the necessary steps to ensure that it is applied evenly across the storerooms. 49AcceptedIII-34Develop formal procedures to guide and govern the day-to-day operations of the MMD storerooms. 50AcceptedIII-35Conduct an evaluation to determine whether the Material Delivery function is cost effective when provided on an in-house basis or if the service could be provided as well and more cost effectively by an external contractor. 51Accepted DescriptionPagePGW ResponseIII-36Conduct an evaluation to identify if there are potential advantages to be gained by transferring the gasoline and diesel fuel provision function to a private contractor. 52AcceptedIII-37Conduct an analysis to determine if it would be cost and operationally effective to outsource the vehicle parts procurement and inventory function. 53AcceptedIII-38Initiate efforts to increase the usage of vendor stocking arrangements. 54AcceptedIII-39Develop a high-level cross-training program that would provide MMD supervisors with increased training in the requirements and preferences of the field operations groups that are their clients. 55AcceptedIII-40Review the operational advantages to be gained from the implementation of a bar-coding program in the MMD storerooms. 56AcceptedIII-41Conduct an analysis to determine the economic and operational benefits that would be gained from the consolidation of the MMD storerooms. 57AcceptedIII-42Evaluate the unused functionality of the Oracle inventory management application and develop a formal plan and schedule for taking advantage of those features that would have the most beneficial impact on the MMD operations. 58AcceptedIII-43Formalize and enhance PGWs Enterprise Risk Management (ERM) program. 59AcceptedIII-44Conduct a formal compensation study to evaluate marketplace salaries for attorneys and paralegals. 60Accepted Chapter IV Corporate Governance DescriptionPagePGW ResponseIV-1Streamline the corporate governance processes of PGW. 61RejectIV-2Develop an ongoing Ethics training program. 62AcceptedIV-3Strengthen the Board Audit Committee function. 63AcceptedIV-4Modify the IA program structure by addressing all noted deficiencies. 64AcceptedIV-5Expedite the pursuit of the Business Transformation project. 66Accepted Chapter V Financial Management DescriptionPagePGW ResponseV-1 Institute flexible work rules and hours in financial management functions 67AcceptedV-2 Update the payroll system cost analysis. 68AcceptedV-3 Improve the timing of the budget preparation and approval process 69AcceptedV-4 Strengthen PGWs Internal Audit (IA) function and enhance internal controls. 70AcceptedV-5 Implement a process to ensure that the IA Director meets quarterly with the Boards Audit Committee. 71Accepted Chapter VI Diversity and DEEO DescriptionPagePGW ResponseVI-1Expand PGWs diversity program beyond compliance-oriented activities. 72AcceptedVI-2Begin filing comprehensive diversity reports to the PaPUC annually. 73AcceptedVI-3 Explore the use of spend targets in the Procurement Departments performance objectives. 74Accepted Chapter VII System Reliability Performance DescriptionPagePGW ResponseVII-1 Provide at least two controllers on all shifts for the Gas Control Center. 75AcceptedVII-2Take steps to plan for the retirements that could have a major impact on the ability to staff the Gas Control Center. 76Accepted DescriptionPagePGW ResponseVII-3Place the RFP that solicits gas commodity suppliers on the PGW electronic bulletin board. 77 Accepted in PartVII-4Institute a program to perform vendor credit checks in order to qualify for a NASEB purchasing agreement, and to perform credit evaluations on a regular basis for existing suppliers.78 Accepted in PartVII-5Evaluate an all-inclusive or enterprise computer system to track the gathering of transactions so that supplier invoices, transportation invoices, and sales of excess suppliers are captured. 79 Accepted in PartVII-6Evaluate, year-to-year as well as on a real time basis, PGWs gas supply assets to determine, based on the LNG levels, whether programs for storage capacity can be created to add value and savings as part of the 1307(f) review. 80 Accepted in PartVII-7Enhance the FSD and Distribution business processes through more computerization. 81AcceptedVII-8Centralize all field force planning, scheduling, performance monitoring and analysis functions. 82AcceptedVII-9PGW has implemented a new main replacement model that is an improvement over the previous model; however, further refinements are still possible. PGW should consider certain future enhancements to the Advantica program after gaining experience with the current implementation. 83AcceptedVII-10Set more aggressive performance targets on gas leak response. 84AcceptedVII-11Build a stronger gas theft of service program. 85AcceptedVII-12Reassess PGWs future field operation staffing levels based on its needs taking into consideration pending retirements. 86Accepted Chapter VIII Customer Service DescriptionPagePGW ResponseVIII-1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. 87AcceptedVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume. 88AcceptedDescriptionPagePGW ResponseVIII-3 Investigate methods to improve CSR selection and retention. 89AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center. 90AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development. 91AcceptedVIII-6Develop a method for measuring actual call center turnover rates. 92Accepted DescriptionPagePGW Response VIII-7 Assess the root causes of absenteeism and address the quality of work/life issues in the call center in conjunction with the enforcement of absence policies. 93AcceptedVIII-8Implement an annual comprehensive customer satisfaction analysis and develop an improvement strategy based on the results. 94AcceptedVIII-9 Address customer dissatisfaction/satisfaction drivers. 95AcceptedVIII-10 Make changes to the configuration of the various customer service district offices. 96AcceptedVIII-11 Make modest renovations to customer service district offices. 97AcceptedVIII-12 Provide privacy for LIHEAP applicants. 98AcceptedVIII-13Demonstrate, periodically, to the PaPUC that the Parts and Labor Program is self supporting 99AcceptedVIII-14Work with PFMC and the PGC to develop a plan for addressing the major issues facing the City of Philadelphia regarding PGW. 100RejectVIII-15Report the number of credit balance customers and credit balances that were initiated in any given year, and then annually report the reduction in those numbers and balances on the next five years (prior to being turned over to the Pennsylvania Department of Treasury). 101AcceptedVIII-16Reevaluate the use of the soft-off program at PGW. 102AcceptedVIII-17Undertake a major study to improve the gas theft prevention Program.103AcceptedRecommendation # II -1 Develop an external relations strategic/business plan Response Accepted Action PGW has begun the drafting of an external relations plan that addresses strategic business needs. The work will be completed and implemented. Individual Responsible Steven P. Hershey, Vice President Regulatory and External Affairs Expected Completion Date 2nd Quarter FY 2009 Recommendation # II-2 Expand and document community relations and regulatory relations programs. Response Accepted Action PGW will create a community relations plan that will build on and expand current activities. The plan will include measuring the opinions of the Community Advisory Council members and other key community opinion leaders to identify appropriate needs. PGW will use the results of the survey and other tools to create action priority plans. We will also begin to track hours dedicated to working with community organizations. PGW will also begin implementation of a plan to provide more frequent informal meetings and briefings with regulatory staff for effective exchange of information. Such efforts will be documented with appropriate reports. Individuals Responsible Wade Colclough, Director of Corporate Communications Steven P. Hershey, Vice President, Regulatory and External Affairs Expected Completion Date 3rd Quarter FY 2009 Recommendation # II-3 Implement management incentive compensation (Refer to Finding II-11). Response Accepted Action As noted in the Audit, While we would not expect a municipal utility to have the generous incentive compensation of private sector companies, it should have a program in place and be able to offer incentives based on company performance every year. At the outset, it should be clarified that for purposes of this discussion, incentive based compensation is synonymous with performance based compensation. Employees must achieve specific goals or targets in order to be rewarded. These goals are targets are defined early in the year and refined throughout the year. The employees achievement of these goals is measured and reflected in their annual performance review. The score received in their annual review then translates into increased levels of compensation depending upon the level of achievement of their goals. PGW has implemented and continues to refine its goals, metrics and performance review process which would enable the company to put such a compensation program into effect. PGWs ability to fund and implement such programs is contingent upon approvals by multiple layers of governance. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter FY 2009 Contingent upon approval by various levels of governance. Recommendation II-4 Assess root causes of absenteeism and implement appropriate Human Resources and Organizational Development strategies to address these causes. (Refer to Finding II-12). Response Accepted Action PGW will provide additional resources for the employee survey. It will encourage employee involvement in providing survey responses. The company will provide supervisory training for attendance related issues. The company will continue to examine and, where appropriate, offer work/family benefits to support employees who are working to meet both company and family responsibilities. Meeting both work and family responsibilities is very difficult for many people. While the company should be both cognizant of, and sympathetic to those difficulties, it must also be cognizant of the needs of its customers to ensure that employees are providing a high quality of service at reasonable costs. Therefore, the company will also explore the tools it already provides to its employees to see if these tools can effectuate lower absenteeism. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 4th Quarter FY 2009 Recommendation # II-5 Develop a comprehensive return-to-work process, including metrics, for employees with medical restrictions (Refer to Finding II-13). Response Accepted Action The main premise of the finding by Schumacher & Company is that both the employee and employer benefit from the employees return to some job function as opposed to staying at home. They also note that PGW already has an effective absence management program, a key component of which is the Employee Utilization Committee (EUC). The EUC attempts to place sick or injured workers in temporary jobs until they can return to their normal position. Schumacher & Company feels that the jobs-based approach does not return enough workers to the work place. They propose a task based approach whereby the company would be required to develop a bank of value added tasks to be performed and identify the physical demands of the tasks. The task bank would include work that the company may be having trouble completing. The auditor proposes that the company develop a detailed plan for each employee experiencing a long term illness or injury. The plan would include those specific tasks which could be performed at the varying stages of recovery and would need to be revised accordingly. The employees would be assigned multiple tasks that would be closely aligned with the physical demands of the tasks versus the medical restrictions placed upon the employee. Further, the program would have to be assessed through the use of a scorecard that looks at costs, durations, accommodation rates, and other appropriate indicators of the efforts success. The findings fail to state that the assignment of employees to tasks is currently being performed at the departmental level. Not until the departments have exhausted every opportunity to provide employees some alternate work are the employees sent home and become part of the EUC process. The company will identify tasks that have reduced levels of physical exertion and identify levels for lifting, reaching, walking, etc. The company will also review all job processes to identify tasks that are a component of a job function. A scorecard approach will be put into place to monitor the program; however, resources would have to be dedicated to monitoring and reporting on the progress of these individuals. Individual Responsible William C. Muntzer VP Human Resources Lorraine Webb VP - Organizational Development Expected Completion Date 1st Quarter FY 2010 Recommendation # II-6 Appoint a return-to-work coordinator as part of the Absence control group in Human Resources. (Refer to Finding II-13). Response Accepted Action This would require hiring an additional resource in the Absence Control Group in the Human Resources Department. Individual Responsible William C. Muntzer VP Human Resources Expected Completion Date 4th Quarter FY 2009  HYPERLINK \l "_top" homeRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRPAGE 3  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 13  DATE \@ "MM/dd/yyyy" 01/15/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2PAGE 3  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 13  DATE \@ "MM/dd/yyyy" 01/15/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.) If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 R HYPERLINK \l "II7" 16171819202122232425 HYPERLINK \l "III_24" 24 HYPERLINK \l "III_25" 25262728293031323334353637383940414243444546474849505152HYPERLINK \l "II7"16HYPERLINK \l "_Chapter_II__Executive Management a"homeback5354555657585960RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR6162636466 6768697071727374 HYPERLINK \l "V_2" 7375767778798081828384858687888990919293949596979899100101102103in PartResponse Accepted in part Action PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date The completion date is dependent on the Business Transformation Initiative. Response Accepted Action PGW considers this type of issue to have enterprise wide impact; as a result, a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. In addition PGW requires two gas controller staffing on a 24/7 basis from November 15th through April 15th, and will bring in two controllers to staff the area during any non routine situations outside of this time period, i.e. high terrorist threat levels and hurricanes which threaten PGW supply. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date Fourth Quarter calendar year of 2009 Response Action Individual Responsible Expected Completion Date Fourthth4th calendar year of09 1st .Response Accepted Action PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation Expected Completion Date The completion date is dependent upon the Business Transformation Imitative. Response Accepted. Action PGW considers this type of issue to have enterprise wide impact; as a result a comprehensive strategy is being developed to address the looming attrition issues facing PGW over the next several years. The program is designed to address organization culture, retention, knowledge management (collection, organization, distribution, and preservation), succession planning as well as hiring. Various programs have already been put in place and include; succession planning for senior management, a Senior Team development program and part-time worker program while others such as Knowledge Management (Gas Supply) and telecommuting (Information Services) are being piloted. Still others such as flexible work schedules and the benefits mix are being evaluated. Individual Responsible Nicholas LaPergola Director of Gas Supply and Transportation. Expected Completion Date Fourth calendar quarter of 2009. Accepted. Fourth calendar quarter of 2009. 2nd Quarter FY 2010 Response ActionIndividual Responsible Expected Completion Date f Gas Supply and Transportation.4th Qusta09in part3HYPERLINK \l "PG16"BackThe completion date is dependent upon the Business Transformation Initiative 2nd Quarter FY 2010 PAGE 9  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 79  DATE \@ "MM/dd/yyyy" 01/15/2009 The results of the recommnedations'the changes PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. The recommendations suggested in the RUP plan will weigh heavily in any configuration plans to PGWs district offices. PGW has embarked on a Real Estate Rationalization Utilization Plan Project (RUP) which began December 2008 and will be completed by March 31, 2009. The goal of the project is to develop a comprehensive Real Estate Rationalization strategy to effectively utilize PGWs Real Estate assets and to consolidate operations, with the goal of reducing operating costs and improving the companys financial position. The recommendations suggested in the RUP plan will form the basis for PGWs strategy for configuration of district offices. planCompleted Accepted.Accepted.in partin partRecommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. (Refer to  REF _Ref208029077 \* MERGEFORMATError! Reference source not found.)PAGE 9  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 100  DATE \@ "MM/dd/yyyy" 01/15/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2R To identify, map, and evaluate major financial, and non-financial, processes and key control points, promoting the early identification, assessment, and management of key risks; in Partin Partin Partin Part9etely, accepted in-part two (2Accepted PAGE 7  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 87  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 9  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 49  DATE \@ "MM/dd/yyyy" 01/15/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2ninetwo PAGE 1  DATE \@ "MM/dd/yyyy" 01/15/2009 PAGE 87  DATE \@ "MM/dd/yyyy" 01/15/2009 Action This recommendation is being evaluated and may be part of the next phase of the Business Transformation Program, which is expected to commence in late spring or early summer 2009. The specific elements of the program are currently being developed and will be made available in March of 2009. Should this recommendation not be part of that program, PGW will provide an alternate strategy to address this recommendation at that time. Specific implementation dates to address the recommendation will also be available once the details of the program have been finalized. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 3rd Quarter FY 2010 Action Fleet meets with Field Operations bi-weekly to discuss issues and processes that affect both Operations. Fleet will initiate similar meetings with Gas Processing, Customer Affairs, Marketing and Materials Management in order to develop better communication flow between the departments. Individual Responsible Jean A. Paul, Manager, Fleet Operations Expected Completion Date 2nd Quarter FY 2010 December 2008stthe end of November pstandard accounting -PrincipalesPAGE 8  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 100  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2There are a number of capabilities in the existing Oracle inventory management module that are not being used and which have been replaced with paper-based processes. This underutilization is inefficient from both an operational and an economic perspective. The basis of this study would be a determination of which Oracle features would be expected to bring the largest and most immediate benefit to the operations of the MMD. There would certainly be costs associated with the implementation effort and the required training, but the long-term benefits that would be derived would almost certainly outweigh them. anAudit Noted: Under the current mode of operation with six storeroom facilities, a considerable amount of double-handling and wasted effort results. Shipments are received in one storeroom and are put into storage. Subsequently, they are required by another storeroom and have to be picked, packed, and transported again. Then at the second warehouse, the receiving process must be undertaken again. This assessment should include a lease versus buy analysis for the storeroom facility. At a minimum, this evaluation should include consideration of a consolidation into one storeroom for the Montgomery and Tioga storerooms. Such unification was done at one time in another larger facility but that facility was sold (PGW had leased it). Subsequent to this event, PGW no longer had a facility large enough to house the combined inventory so multiple storerooms were established. PAGE 8  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 57  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2Audit Noted: This assessment entails a fairly standardized analysis that would look at the costs and the benefits and then determine if bar-coding would be worthwhile from both operational and economical standpoints. Most of the materials management organizations that have performed similar studies have found that bar-coding did bring substantial benefits to their operations. Audit Noted: This cross-training program does not need to be intensive or extremely time-consuming to produce the desired effect. Rather, it should provide more in the way of exposure to the daily workings of the operational groups so that their requirements can be better understood. A frequent result of such a program is an improvement in communication between the materials management groups and the operating groups, which can serve to significantly improve coordination. nAudit Noted: This effort should not be focused solely on initiating vendor stocking agreements. Rather, it should also attempt, in conjunction with the Procurement Department, to identify the opportunities that exist for the creation of a more wide-ranging strategic sourcing program. However, it is likely that the vendor stocking aspect is the one that would pay the largest returns to PGW in a relatively short timeframe. Audit Noted: As stated previously in this report, outsourcing of this function could potentially serve two purposes: saving money and putting personnel who are more knowledgeable of vehicle parts into the Fleet Operations storeroom. Again, firms that specialize in the provision of vehicle parts procurement and inventory bring specialized expertise and economies of scale. That is because such operations are within their core competencies. A local example of where such an outsourcing effort has been successful is at Philadelphia Energy Company (PECO). Audit Noted: This assessment entails another straightforward cost/benefit analysis, but weight should be given to the operational advantages of having someone else deal with the day-to-day fuel provision function. Audit Noted: Such a study would be a standard cost/benefit analysis to determine which course of action would serve the MMD and PGW in general the best. It is important to make sure that all of the various advantages and disadvantages of each of the modes of operation are included and thoroughly consideredAudit Noted: Oracle-related inventory procedures already exist at PGW. These processes could easily serve as the basis for the development of a fully functional set of day-to-day operational procedures for the MMD operations. Audit Noted: As stated previously in this report, most utilities have a standardized empirical definition of spare parts and apply this definition equally to all parts of their inventory. These spare parts are then excluded from the turns calculations because their critical nature renders them uncontrollable by the inventory managers. Only the general inventory should be used for the turns calculation. That is because the spare parts are generally expensive parts that do not move frequently but must be kept in stock in the event that equipment repairs are needed. turnsturnsPAGE 8  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 49  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2Audit Noted: Again, this effort would go hand in hand with the other initiatives discussed in this report, such as reduced levels of inventory, consolidation of storerooms, and improved utilization and application of the spare parts designation. Making operational gains in any of those areas should have a positive effect on the level of inventory turns that are produced. Audit Noted: Employee reductions should be the natural result of some of the other initiatives discussed in this report, such as inventory reduction, warehouse consolidation, and increased use of available Oracle capabilities. However, as in any such employee-reduction program, it is critical that the work goes away before the number of employees is reduced. Additionally, employee reductions should be well thought-out in advance to avoid deleterious effects on the operations or the included employees. As discussed in Finding III-35, a reduction of eight in MMD staff is a feasible target. Based on a conservative estimate of a total annual cost of $50,000 per employee, if this eight employee reduction were achieved it can be estimated that it would result in an annual savings to PGW of approximately $400,000 (8 x $50,000). Audit Noted: Inventory targets have been established for each of the MMD storerooms for 2008, which is a very good first step. But concrete strategies now have to be established to ensure the achievement of these goals in the designated timeframe. Numerous means to achieve inventory reductions have been discussed in this report and they should provide a good basis for action. However, other methods of inventory reduction should be solicited from the MMD staff and managers as they have the highest level of knowledge of the daily operations. Additionally, an inventory reduction results-monitoring program should be put into place (if one does not exist already) to ensure that the ongoing progress of the initiative is known to all involved with it. As discussed Finding III-14. PGW would be able to reduce its inventory valuation by approximately $2 million, a one-time savings. Assuming 25% inventory carrying charges (which is the general industry standard), PGW would also be able to reduce its annual costs by approximately $500,000 (25% x $2,000,000). Audit Noted: As discussed previously in this report, the $10,000 limitation has been in place at PGW for some time. Raising the limitation to a number that is more reasonable in terms of the current economy and pricing structures would save a significant amount of unnecessary paperwork and effort on the part of the Procurement Department. This decrease in required effort, in turn, should raise the level of performance and produce financial savings. Audit Noted: As discussed previously in this report, the $10,000 limitation has been in place at PGW for some time. Raising the limitation to a number that is more reasonable in terms of the current economy and pricing structures would save a significant amount of unnecessary paperwork and effort on the part of the Procurement Department. This decrease in required effort, in turn, should raise the level of performance and produce financial savings. nAudit Noted: If the evaluation does show that such a new strategic sourcing strategy would be beneficial, the next step would be to identify specific vendors with which to begin the program. Using these vendors as a pilot program would provide an empirical means of testing the potential benefits of this new strategy. Audit Noted: Such a reduction in the levels of authorization would serve to expedite and simplify the overall procurement process for both the Procurement Department staff and its clients throughout PGW while still retaining control over dollars expenditures. Audit Noted: Moving to a full e-procurement mode of operation will require the purchase and implementation of an additional Oracle module. While there are certainly significant costs associated with this implementation, most firms have found that the ongoing operational and economic benefits outweigh the initial costs. Procurement Department management and staff need to review the associated costs and benefits that would accrue from such an implementation and determine if such an effort would be operationally and economically beneficial to both the department and its clients. The Procurement Department and the Materials Management Department are partners in the work that is focused on providing the PGW operating groups with the materials they need, when they need them, and where they need them. Therefore, a seamless integration between these two key groups can only lead to improved operational efficiency and, as a result, better service provision to their client groups. Audit Noted: There are a number of capabilities in the existing Oracle procurement module that are not being used and which have been replaced with paper-based processes. This underutilization is inefficient from both an operational and an economic perspective. The basis of this study would be a determination of which of Oracles features would be expected to bring the largest and most immediate benefit to the operations of the Procurement Department. There would certainly be costs associated with the implementation effort and the required training, but the long-term benefits that would be derived would almost certainly be greater. Audit Noted: Because volume purchasing is one of the keys to controlling purchased material costs, it would seem logical to investigate the opportunities that are available for developing joint purchasing agreements with the City on those items and on materials that are purchased by both groups. Because both entities are part of the overall City of Philadelphia organization, such arrangements may be very feasible from an organizational perspective. Audit Noted: Such metrics would provide a clear demonstration to PGW management of the Procurement Departments contribution to the performance of the overall company. This insight would serve to bring greater credibility to the Procurement Department in that PGW could quantify the staffs contribution, which can be sometimes overlooked. Such purchasing group achievement metrics could also be used by the departments management and the Supply Chain organization to judge, in a quantitative manner, the current performance of the Procurement Department relative to past periods. They could also be leveraged to establish empirical goals and objectives for the group to strive toward. Audit Noted: Such buyer performance metrics would provide Procurement Department management with a viable tool to assist them in the job performance evaluation process. These metrics would also provide feedback to the individual buyers as to how they are doing in terms of job performance. Additionally, they would serve as a tool in the training of new buyers as they would provide an indicator of those new buyers progress as well as equip them with a set of standardized performance metrics against which they know that their performance would be measured. ?nAudit Noted: As stated previously, such a regularly scheduled rotation of buyers prevents situations of excessive familiarity with vendors on the part of the buyers. It also identifies any situations where this familiarity may have been a problem in the past. Additionally, a regular rotation provides necessary cross-training for the buyers so that situations of vacation, illness, or personnel changes can be responded to in a proactive manner thanks to the increased flexibility of the buyer staff. Audit Noted: A simple form of vendor performance surveying should be done in accordance with an established schedule. This regularity would permit the collection of the required information in an efficient and timely manner. This information could then be reviewed to identify potential problems with vendors or other areas where the Procurement Department could work with the vendors to improve their performance in the eyes of the PGW clients. This review process would also allow for the development of vendor performance ratings, which should be of great use to the Procurement Department buyers. Audit Noted: The first step in this effort is to eliminate much of the paper that is now being generated and handled as part of the procurement process. This paper-based procurement process requires large amounts of time that would be better spent on other more important procurement tasks, such as vendor partnering, identifying new potential vendors, price negotiations, etc. It is through activities such as these that the PGW Procurement Department can institute improvement in the overall procurement process and provide better service to its clients. Audit Noted: The PGW Procurement Department should begin to improve its forecasting by working in conjunction with the operating departments and their planned work for the future. In this way, forecasts could be made that would reflect the actual work that is to be done rather than the work that has been done in the past. Such enhanced forecasting would result in an improved ability to provide the required procurement services in an effective, efficient, and timely manner. Audit Noted: Interviews with FO staff revealed that there are varying levels of cooperation among the various operating groups. Some are very cooperative while others less so. PGW management needs to put a strong emphasis on this cooperation to make it clear to all the various groups and employees that it is required of them in order to foster a more efficient overall operation. Additionally, a review should be done of the communications methods and tools that are in place for interdepartmental communication to determine if any of the current processes could be improved. Audit Noted: An improvement in parts identification and ordering should improve the efficiency and timeliness of the FO operations. That is because it would reduce the amount of time that is spent waiting for parts and dealing with parts that were ordered in error. This efficiency would, in turn, result in a better overall FO operation, better customer service, and a commensurate improvement in some of the metrics that are monitored. Audit Noted: The fleet management application is in place and the relevant data is being collected. The problem appears to be that there needs to be some additional programming done to bring the two together. PGW management should place an emphasis on getting these programming changes made due to the large monthly payback that would result. This programming could be done on either an internal or an external basis, depending on the availability of resources. Audit Noted: In Schumaker&Companys experience, over the last several years, utilities have begun to seriously consider alternatives to a totally in-sourced fleet operations. Some utilities have totally outsourced fleet maintenance, others have outsourced various types of repairs such as passenger car repairs while still doing major repairs in-house, and others have out-source parts supply and inventory. In each case, the decision made on what activities can be outsourced more effectively was based on the particular circumstances of the particular utility. The plan to issue a request for proposal (RFP) for a contractor to perform a portion of the vehicle maintenance and repair work would begin to provide FO personnel with the information necessary to determine the best way to perform various types of FO activities. Furthermore, in that FO is facing a natural attrition due to retirements, it would be a good time to make some decisions on potential outsourcing of various activities. CompanysCompanysCompanysaAudit Noted: This review and plan development should be done in conjunction with the PGW Human Resources Department to draw on their specialized expertise in developing such plans. Due to a lack of new hiring for many years, numerous utilities across the country are facing or have faced similar issues with their experienced craft employees. Some have discovered that identifying this potential situation and responding too late can create problems. Experienced craft employees have gained their technical expertise over the course of many years of training and work experience. This tenured knowledge cannot be replaced by a new employee in a short amount of time; rather sufficient time must be provided for new employees to obtain the proper training and experience so they may adequately step into their new role. Appendix BPAGE 1  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 113  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2PAGE 9  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 104  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2PAGE 9  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 105  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2PAGE 9  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 113  DATE \@ "MM/dd/yyyy" 01/16/2009 Recommendation# VIII SEQ Recommendation \* ARABIC \s 1 1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program. If you look at the number of different programs PGW deals with in assisting its customer base, a significant amount of paper is dealt with. Many of these programs have been developed by different agencies and have their own paper forms and procedures that are unique to the specific program. CAP Senior Citizen Discount Special Grants Program Pennsylvania Governors Office Grant Program LIHEAP Fuel Fund Response Accepted in Part Accepted with regard to the CAP and Senior Citizen discount programs. Reject to the extent that it relates to the four last items stated on the list above, as these refer to programs developed by an agency other than PGW. Paper forms associated with these programs are required by those agencies responsible for administering those programs. Action PGW will look into ways of reducing paperwork associated with the CAP and Senior Citizen Discount Programs to the extent that we find cost-effective ways to mitigate the excess while conforming to legal requirements. Individual Responsible Elsa Leung, Director of Regulatory Compliance Expected Completion Date 1st Quarter FY 2010 Recommendation # VIII- SEQ Recommendation \* ARABIC \s 1 2 HYPERLINK "http://en.wikipedia.org/wiki/Instruction_set" \o "Instruction set" instruction setinstruction set PAGE 9  DATE \@ "MM/dd/yyyy" 01/16/2009 PAGE 113  DATE \@ "MM/dd/yyyy" 01/16/2009 DescriptionPagePGW Response VIII-1 Investigate the possibility of streamlining some of the paper work in PGWs Universal Services Programs through some type of computerization or electronic document management program.  HYPERLINK \l "VIII_1" 87Accepted in PartVIII-2 Hire part-time CSRs and implement variable staffing levels based on predicted call volume.  HYPERLINK \l "VIII_2" 88AcceptedDescriptionPagePGW ResponseVIII-3 Investigate methods to improve CSR selection and retention.  HYPERLINK \l "VIII_3" 89AcceptedVIII-4Include CSR turnover as a key performance indicator (KPI) for the call center.  HYPERLINK \l "VIII_4" 90AcceptedVIII-5Redesign the call center supervisor jobs to focus more on coaching and development.  HYPERLINK \l "VIII_5" 91AcceptedVIII-6Develop a method for measuring actual call center turnover rates.  HYPERLINK \l "VIII_6" 92AcceptedChapter VIII Customer Service Chapter VIII Customer ServiceVIII-17      PGW Stratified Management and Operations Audit Implementation Plan  DATE \@ "MM/dd/yyyy" 01/14/2009   PGW Stratified Management and Operations Audit Implementation Plan  DATE \@ "MM/dd/yyyy" 01/14/2009  PGW Stratified Management and Operations Audit Implementation Plan  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 1  DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 1  DATE \@ "MM/dd/yyyy" 01/14/2009  NUMPAGES 104  DATE \@ "MM/dd/yyyy" 01/14/2009  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE  PAGE 2  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE  PAGE 1  DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE   DATE \@ "MM/dd/yyyy" 01/14/2009 PAGE   DATE \@ "MM/dd/yyyy" 01/14/2009  PAGE 1 PGW Stratified Management and Operations Audit Implementation Plan PAGE  PAGE 3  DATE \@ "MM/dd/yyyy" 01/15/2009 PGW Stratified Management and Operations Audit Implementation Plan PGW Stratified Management and Operations Audit Implementation Plan Appendix A- Glossary of Terms and their Acronyms                   \      T U \ 5 M { }      ڴڴڴڴ▎h0\heQh0\H*heQh0\\heQh0\56CJOJQJheQh0\5mHnHujheQh0\5UheQh0\0J5jheQh0\0J5UheQh0\5heQh0\mHnHujheQh0\U heQh0\0    s-FEƀjFgd0\FEƀjFgd0\FEƀjFgd0\     s+%@&gd0\HEƀjFgd0\FEƀjFgd0\FEƀjFgd0\ T U \ 5 6 M { }     w    FEƀjFgd0\gd0\%gd0\gd0\@&gd0\gd0\          , - 7 8 G H W X Y Z [ \     E F h i t u              ССССzheQh0\56CJOJQJheQh0\mHnHuh0\5mHnHujheQh0\5UhMh0\0JheQh0\0J5jheQh0\0J5UheQh0\5jheQh0\U heQh0\h0\mHnHuh0\jh0\U0 6 M z s-FEƀjFgd0\FEƀjFgd0\FEƀjFgd0\z   qkffkfkkffgd0\@&gd0\HEƀjFgd0\FEƀjFgd0\ A   - . 0 B b c            }hMh0\0J5B*phheQh0\0J5jheQh0\0J5UheQh0\5jheQh0\Uh0\mHnHujh0\Uh0\heQh0\H*heQh0\\heQh0\56CJOJQJheQh0\mHnHu heQh0\- - B D E      WFEƀjFgd0\FEƀjFgd0\gd0\%gd0\gd0\gd0\@&gd0\   & ' ( ) * + G H I J   ! 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