Plan Objective

Improve CTS scores across the 3 key phases (Application, Design & Planning, Construction) while meeting SB 410 & OIR compliance and enhancing customer trust through proactive communication.

Days 1-30: Listen & Learn

Goals

• Understand current performance, roles, and responsibilities.

• Build trust with the team.

• Begin compliance & trend awareness.

Key Activities

• Team Engagement:

  • Hold in-person 1-on-1s with each member of my team.

  • Document 100% of team roles and pain points in a visual RACI matrix.

  • Lean on my leadership team for understanding and guidance

• SB 410 & OIR Immersion:

  • Review policy documents and PG&E internal guidance.

  • Attend internal compliance training or briefings.

  • Identify 100% of compliance milestones relevant to target customers.

• CTS Orientation:

  • Meet with Customer Insights Team and Kevin Douty.

  • Understand feedback trends across the 3 survey phases.

  • Review past 6 months of low CTS scores for San Jose and Anza Division jobs.

• Listen to Customers:

  • Sit in on 3+ feedback calls with customers providing low scores

  • Identify recurring complaints or communication gaps.

Deliverables:

• Identify all internal stakeholder peers.

• Develop SB 410/OIR compliance checklist.

• Jounrey Map: customer pain points + internal gaps.

Days 31-60: Build & Align

Goals

• Address root causes of low CTS scores.

• Develop early structure for compliance and customer comms.

• Coordinate with cross-functional partners

Key Activities

• Follow-Up Framework:

  • Evaluate post-survey callback process

  • Track reasons for dissatisfaction and outcomes of callbacks.

• Trend Analysis with Customer Insights:

  • Work with Kevin Douty's team to map recurring feedback trends by phase.

  • Prioritize actionable gaps, e.g., unmet expectations during construction delays.

• SB 410 Compliance:

  • Collaborate with legal/compliance to ensure design timelines, communication, and commitments align with regulatory requirements.

• Communication Standards:

  • Create customer communication templates (timeline updates, explanation of construction variables, escalation procedures).

  • Work with Customer Insights to pilot templates in PG&E's online forum

• Team Enablement:

  • WORs will incorporate CTS strategy and problem-solving identification

  • Implement break-in escalation process for DORs

  • Communicate how work impacts our TNS

Deliverables:

• Determine if SJ/DA WRO customers are candidates for AI messaging.

• Launch Online Forum review of customer communication templates

• Draft communication standards for customer communications for Marketing review

• 410/OIR compliance checklist approved by Auditing

Days 61-90: Execute & Elevate

Goals

• Drive measurable improvement in customer experience.

• Institutionalize feedback loops and best practices.

• Report on compliance and survey trends.

Key Activities

• Customer Education Campaign:

  • Develop and deliver customer briefings on construction timelines, common delays, and project variability.

  • Proactive outreach on job timelines and changes.

• Internal CTS Debriefs:

  • MOR review of CTS results and feedback with team.

  • Share success stories and missed opportunities.

• Compliance Resources:

  • Finalize SB 410 compliance documentation and process alignment in GD Library.

    • Map customer touchpoints against compliance rules.

• Progress Reporting:

  • Present trend report to team (score movement, key feedback categories, compliance checklist progress).

  • Customer quotes linked to real project learnings.

• AI Messaging:

  • Present business case if viable opportunity

Deliverables:

• CTS improvement plan with baseline vs. current snapshot.

• SB 410 compliance process guide.

• Customer education materials on construction timelines.

• Team recognition of top CTS improvers.