Service Center Benchmarking

We are offering a new benchmarking survey to help you understand how well your service centers are located. At nearly every utility we have visited or worked with it seems that service centers seem antiquated, under/over sized, worn out, or not functioning very well to meet the business needs of the operating group. Service centers are the headquarters for field work supporting the utility network and customers.

As utilities make investments to restore/improve the condition of these important and unique facilities, or respond to changing business operations and technology improvements, an inevitable question arises: “Do we have the right number of facilities and are they in the right location?”

This process will help you be confident that your service centers are in the right locations before you make new capital investments…

Benchmark Service Center Travel Time…

By benchmarking travel time for the crews you will be able to compare how well your service centers are located, compared to others. An important part of service centers is their location relationship with the field service area. Leading utilities are optimizing the number and location of service centers to balance customer service and cost management.

Service Center Location Benchmarking Example Report

Service Center Location Benchmarking Example Report

The Value for You…

By utilizing travel times and workload modeling, from meter locations, service center benchmarking can help you with your facility planning:

  • to justify a new service center location
  • consolidate existing service centers
  • support the business case to make needed facility upgrades
  • provide operating groups with optimum trip time modeled staffing levels by service center.

This information has been used to answer questions from management and regulators regarding:

  • appropriate locations for service centers
  • rate case applications to justify new facilities or consolidation programs by our participants.

More Information:

How we design and conduct the survey…

This information has not been previously available except as a part of individual consulting contracts. This benchmarking provides a much more affordable option for you to quantify the value of your service centers’ location and understand how you compare with industry peers.This year’s survey was developed based upon consulting studies that have recently been completed by various utility companies developing long range service center plans. A draft of the results will be provided for review along with any questions about the data. Each year the Utility Council Steering Committee will help modify the survey design, along with feed-back from benchmarking participants.

How we share the survey results…

The survey results are compiled into downloadable reports for the participants. We may also present a highlight of the results at the meetings of the Utilities Council or regional utility benchmarking groups.