First Quartile Consulting offers a powerful combination of benchmarking and consulting services to help our utility clients achieve measurable performance improvements. Our goal is to be the pre-eminent provider of benchmarking and consulting services to utilities, delivering results through the application of industry best practices, proven change and process techniques and approaches, thought leadership, innovation and responsiveness to our client’s needs and interests.
First Quartile Consulting provides a full range of utility consulting services spanning processes and functions in Customer Service and both Transmission and Distribution.
An annual Customer Service benchmarking program designed to deliver comprehensive performance benchmarks and detailed analysis of initiatives and practices through a two-track research process. The first track collects performance measures, demographics, and practices via a questionnaire, including Contact Centers, Meter Reading, Field Services, Billing and Payment, Credit and Collections. The second track provides for detailed research in annually chosen research areas that are changed every year. NEW for 2010: Quarterly Benchmarking of Key Service measures.
An annual Electric Transmission and Distribution benchmarking program designed to deliver comprehensive performance benchmarks and detailed analysis of initiatives and practices through a two-track research process. The first track collects performance measures, demographics, and practices via a questionnaire, including Planning, Design, Construction, Operations and Maintenance for Transmission, Substation and Distribution. The second track provides for detailed research in annually chosen research areas. For 2009 these are: Capital Planning, Corporate Dashboard, Designer Productivity and Quality.
Participation in First Quartile Consulting's APPA Customer Service Benchmarking survey allows public power utilities to compare their customer service performance and practices to other public power utilities across the country. The survey helps to support continuous improvement by providing the following benefits to your utility.