Topic:"Customer Service" in M12619

delivering customer care, billing and communications 27 to customers. CIS needs to be replaced in order to address the risks associated with 28 the existing software and to continue to deliver bills and serve customers reliably. 29 30 In a...

AI summary NS Power plans to replace the Customer Information System (CIS) to address risks with the current software and support new tariff designs like Time of Use and Critical Peak Pricing. A ransomware attack discovered in April 2025 may influence the project's direction and timeline, which has been temporarily paused. The CIS Replacement project application is planned for 2026, with the new system expected to launch in 2029.

Experience IT capital projects may be jus fied primarily under one of these sub-criteria or under a combina on of them all. These categories and their jus fica ons are expanded upon below. Technical Technical projects are driven by cri cal...

AI summary Nova Scotia Power Inc. outlines capital expenditure justification criteria, categorizing projects into technical, economic, and customer experience. Technical projects address asset risks, economic projects focus on cost efficiency, and customer experience projects aim to improve service interactions. Vehicle replacement processes are governed by lifecycle cost screening.

nings, or aid in the development of business cases where applicable, regarding the efficacy of innova on technology in improving the reliability of the system. Environmental and Other Compliance The Nova Sco a Renewable Energy Standards prov...

AI summary Nova Scotia's Renewable Energy Standards mandate 40% renewable generation from NS Power by 2020, with compliance through technologies like battery storage. Innovation projects must support environmental compliance or provide data for business cases. Customer experience initiatives aim to meet evolving expectations through technology.

Thank you for participating in this valuable study. Nova Scotia Power is conducting a research project to understand how electricity outages impact you, our valued customer, so we can make more informed decisions to reduce future outages a...

AI summary Nova Scotia Power is conducting a survey to understand the impact of electricity outages on customers, aiming to improve service and reduce future outages. The survey is confidential and offers a chance to win a digital gift card. Participants can opt out of email communications or learn more about privacy policies.

Programmer Notes: Ask all. Single Response G1. To assist Nova Scotia Power in understanding what's important to its customers, do you give permission for Narrative Research to share your survey responses directly with Nova Scotia Power so...

AI summary Nova Scotia Power is seeking customer permission to share survey responses with Narrative Research for internal analysis, ensuring confidentiality and no follow-up contact with respondents.

A. RESOLVING SERVICE ISSUE: STANDARDS As not only the project manager for this project but also as the owner of Elliot Excavators Limited, Scott Haverstock is responsible for the performance of both the Elliot Excavators Limited crew as we...

AI summary Scott Haverstock, as project manager and owner of Elliot Excavators Limited, oversees service standards and issue resolution. The project superintendent handles initial customer issues, with Haverstock stepping in if unresolved. No union-related contractual issues currently impact service levels.

2 3 Please refer to the Application Page 721 of 782, Figure 4: Annual Customer Hours of 4 Interruption (CHI) due to Failure of Equipment - Performance Standards 5 6 (a) Please define the left and right axes. 7 8 Response IR-27: 9 10 (a) In...

AI summary The response defines the axes of Figure 4, which shows Annual Customer Hours of Interruption (CHI) due to equipment failure. The left axis represents Customer Hours of Interruption, and the right axis represents Outage Event Count. An updated version of the figure with 2025 full-year data is referenced.

ubmittal, CI# 49595 HYD – TUS 1 Overhaul. 1. How does this project connect or interact with the ongoing Tusket project, which is currently before the Board as an Application to Overspend in M10197? Please refer to the Application Page 35 o...

AI summary The document outlines questions regarding the connection between the Tusket project and previous applications, the status of customer surveys on Value of Lost Load (VoLL), and the evaluation of customer-centric metrics by NS Power. It references specific pages and figures in the application for further details.

rse and non-adverse weather conditions, by increasing the separation between tree lines and power lines. As confirmed in response to CA IR-24(d), the 40% estimate continues to be validated through the experience and assessment of NS Power'...

AI summary NS Power discusses its methodology for estimating tree contact risks, validated by subject matter experts and field reviews. It acknowledges the 40% estimate remains reasonable and will continue to refine it as the vegetation management program evolves. The document references the 2026 ACE Plan Hearing Transcript and related exhibits.