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Subject:   SEATTLE CITY LIGHT WINS NATIONAL AWARD FOR PERFORMANCE MANAGEMENT
For Immediate Release:   
11/17/2008  10:08:00 AM
For More Information Contact:
Scott Thomsen  (206) 386-4233


Utility Receives 2008 Vision Award for Linking Performance Indicators to Customer Service

SEATTLE - Seattle City Light was honored by Business Finance magazine with a 2008 Vision Award as the best mid-sized organization for developing and implementing integrated business performance management processes.

The publicly owned utility won the award for its use of business performance management tools to channel employee production efforts on projects that produce the highest value for customers.

"We started this effort as part of our commitment to provide the best customer service experience of any utility in the country and it is paying off," Superintendent Jorge Carrasco said. "Our employees are eager to help our customers, which produces powerful results when you have the performance indicators to point you in the right direction."

City Light is developing a system of interrelated performance metrics and alerts for every level of its organization using Cognos performance management software, Oracle Data Integrator to crunch numbers and a Performance Power Grid methodology. Those performance metrics are tied to customer service levels so managers will have daily access to data that helps them pinpoint areas of success, areas of risk and bottlenecks in bringing new customers on board.

City Light has already seen improvement in its service connection time as a result of using the new approach. In the next stage of its rollout, the utility plans to use the systems analysis on metering and billing processes before turning to asset management, power delivery and eventually power generation.

Contest judges said City Light represents a classic case of how, when done right, "performance management can create tangible value and advantage for organizations."

Other winners in the 2008 Vision Awards were Presbyterian Health Services in the greater than $5 billion of annual revenue category and the South Dakota Department of Transportation in the under $500 million category. Previous winners include IBM, the American Red Cross, Cadbury Schweppes, Fujifilm, Disneys Contemporary Resort and BNSF.



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Seattle City Light is a publicly owned utility dedicated to exceeding our customers' expectations in producing and delivering low cost, reliable power in an environmentally responsible and safe way. We are committed to delivering the best customer service experience of any utility in the nation.

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