Internal review and improvement of meter reading procedures

In the first quarter of 2014, MRG implemented a project to improve meter reading and data capture procedures in the field based on case study analysis over the whole of 2013. Involving all customer-facing operations, the project was designed to fulfill the following goals:

• Increasing the use of real field-based readings additional to the predetermined meter reading routes.
• Shortening timeframes for adjustments to end consumers’ real usage.
• Making best use of readings provided by end-consumers and retail suppliers.
• Triggering early warning alerts for end-consumer usage anomalies.

The utilization of readings provided by third parties rose by 20%, and improvements were made in the identification and resolution of outstanding issues with reconciling billed usage to real usage. This process took place within the framework of cooperation with the Directorate General of Industry, with whom we agreed upon the principles guiding the use of real meter-readings, billing adjustments, and campaigns for capturing readings from inaccessible meters from which real readings had not been taken for over one year.

New meter-reading channels

During this period MRG has created two free-of-charge communication channels to enable users to provide their meter readings direct to our call center or send photographs of their meters to our electronic mailbox. The new channels will increase the number of real meter-readings and therefore reduce the number of estimated readings. This is significant because in our distribution area 40% of metering devices are located within dwellings, which means readings cannot be taken if the occupant is absent.

Campaign to retrieve overdue Inspections

Even in a period of economic difficulty Madrileña achieved its best performance so far in terms of successfully completed inspections.

One of the statutory duties of a natural gas distributor is to ensure the safety of consumers’ facilities by conducting the regulatory inspections. In coordination with the Directorate General of Industry, MRG undertook a campaign to retrieve inspections due on connection points overdue and outside the five-year regulatory limit by arranging individual visits. To date, the success rate is 39%. Over 8,000 inspections have been conducted on connection points that were formerly in default of the statutory inspection timing. In addition, we successfully performed 154,178 periodic inspections, representing 94.85% of all consumers due for planned inspections.

This performance was driven by exhaustive follow-up in the field and an increase in the information sent to consumers regarding their obligations.

Improved complaint management

In 2014, Madrileña Red de Gas consolidated its customer service and emergency response platforms, which are now operated by multidisciplined agents who can attend calls from either service.

We have also created a back-office dedicated exclusively to meter readings. This unit receives readings from consumers via the two new channels – telephone and photographs sent by email.

The online office on MRG’s website has seen a significant rise in registered users and a rising proportion of complaints are now processed over the Internet.