Inspection Request Portal

110

Years in Electric Utility Service

Employees

Customers

Needed improvements for processes and technology to help support approximately 200 External Partners (e.g., cities, counties, tribes, and municipalities) with inspection requests in a more efficient manner
Eliminate manual tasks and implement technical automation (where possible)
Move away from an email-based operation
Establish standard policies, processes, and procedures to ensure consistency and quality assurance
Establish standard reporting and dashboards to track Service Level Agreements (SLA), Key Performance Indicators (KPI), operational metrics, and resource performance

Difficulty working with other departments, no standardization, and working in silos
Required information not provided upfront, leading to additional rework and delays
External partner turnover was high, resulting in departments spending too much time training new resources
Getting people on board to use the information already in place was a challenge
Limited influence with external partners to implement process improvements
Department personnel had performed the same job for years and had reservations about potential changes

Implemented a centralized inspection request portal with standardized nomenclature, reporting, and automation
Applied Six Sigma standards to update existing processes to be more efficient and effective
Implemented a department-wide policy and governance framework to support operations and incorporate external partners with future process improvements
Created a centralized portal to provide the team with real-time tracking for all requests, operational reports, and automated notifications
Deployed Organizational Change Management (OCM) practices to communicate and prepare the department for the new changes