Case study
A South African electric utility
Analyzing service reliability as a first step to increasing customer satisfaction
The South African government has decided to facilitate privatization of state-owned industries whenever it is determined to be practical and of economic benefit, placing the South African electricity market in transition. Privatization, as planned, will have a substantial impact both upon the utility's customer expectations and upon the utility's business infrastructure, network design and use of technologies, particularly within its distribution operations.
To be proactive in planning for the market transition, the utility launched a comprehensive performance improvement effort and asked PA Consulting Group for support in analyzing its distribution reliability business processes to identify areas where improvements would have the most bearing upon service reliability - the key to customer satisfaction in the electricity sector.
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