Unitil Reports Strong Service Quality Performance for 2005.HAMPTON Hampton, part of Greater London, England Hampton, since 1965 part of the Greater London outer borough of Richmond upon Thames, SE England, on the Thames River. It is the site of Hampton Court Palace, which occupies about eight acres (3. , N.H. -- Unitil Corporation's (AMEX AMEX See: American Stock Exchange :UTL UTL Utility UTL Universidade Técnica de Lisboa (Portugal) UTL University of Toronto Libraries (Canada) UTL Unable To Locate UTL Universal Task List UTL Upper Tolerance Limit UTL Unit Transmittal Letter ) distribution subsidiary in Massachusetts Massachusetts (măsəch  `sĭts), most populous of the New England states of the NE United States. today filed its 2005 Service Quality Reports
for its Electric and Gas Divisions with the Massachusetts Department of
Telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. and Energy (MDTE MDTE Massachusetts Department of Telecommunications and Energy ). Unitil exceeded the performance
benchmarks under the MDTE mandated program in almost all measures. (See
attached performance charts.)"Unitil prides itself on being close to its customers and on providing high quality service," said Bob Schoenberger, Unitil Chairman and Chief Executive Officer. "The Service Quality reporting process in Massachusetts reinforces something which Unitil and all of our employees are committed to - continuous improvement of our systems and our services." The Service Quality Reports measure reliability, safety and customer service. The reports are submitted to the MDTE annually by March 1 reflecting the previous calendar year performance. Service Quality Reporting was established in 2001, a result of the industry restructuring restructuring - The transformation from one representation form to another at the same relative abstraction level, while preserving the subject system's external behaviour (functionality and semantics). process, and is designed to ensure quality utility performance. Unitil Corporation at www.unitil.com is a public utility holding company with subsidiaries providing electric service in New Hampshire New Hampshire, one of the New England states of the NE United States. It is bordered by Massachusetts (S), Vermont, with the Connecticut R. forming the boundary (W), the Canadian province of Quebec (NW), and Maine and a short strip of the Atlantic Ocean (E). , electric and gas service in Massachusetts and energy services throughout the Northeast “Northeastern” redirects here. For the Boston college, see Northeastern University, Boston. Northeast or north east is the ordinal direction halfway between north and east. It is the opposite of southwest. See boxing the compass. .
Unitil-MA Electric & Gas Service Quality Performance 2005
Electric Division
Service Quality Measure Benchmark 2005 Performance
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SAIDI
System Average Interruption Duration -
how long the average customer was
without power during the year. A
lower number is better. 131.54 minutes 120.66 minutes
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SAIFI
System Average Interruption Frequency
Index - number of times the average
customer was interrupted. A lower
number is better 1.677 1.705
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Lost Work Time Accident Rate
Accident rate per 100 employees. A
lower number is better 7.94 4.69
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Telephone Service Factor
The percentage of incoming telephone
calls received in our Customer
Service Center that are answered
within 20 seconds. A higher number
is better. 59.6% 68.5%
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Service Appointments
The percentage of service appointments
fulfilled. A higher number is
better. 99.1% 99.0%
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On-cycle meter readings
The percentage of on-cycle meter
readings met. A higher number is
better. 94.9% 95.3%
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Consumer Division Cases
The department reports all cases under
the gas division. 0 0
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Billing Adjustments
The dollar amount of MDTE ordered
residential Billing Adjustments per
100 residential electric customers.
A lower number is better. $0.52 $0
-------------------------------------- -------------- ----------------
Unitil-MA Electric & Gas Service Quality Performance 2005
Gas Division
Service Quality Measure Benchmark 2005 Performance
-------------------------------------- -------------- ----------------
Response to Odor Calls
Percentage response to odor calls
within 60 minutes. A higher number
is better. 95% 100%
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Lost Work Time Accident Rate
Accident rate per 100 employees. A
lower number is better 7.94 4.69
-------------------------------------- -------------- ----------------
Telephone Service Factor
The percentage of incoming telephone
calls received in our Customer
Service Center that are answered
within 20 seconds. A higher number
is better. 59.6% 68.5%
-------------------------------------- -------------- ----------------
Service Appointments
The percentage of service appointments
fulfilled. A higher number is
better. 98.8% 99.1%
-------------------------------------- -------------- ----------------
On-cycle meter readings
The percentage of on-cycle meter
readings met. A higher number is
better. 91.0% 92.8%
-------------------------------------- -------------- ----------------
Consumer Division Cases
Number of customer complaints received
by the MDTE. A lower number is
better. 67.1 32
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Billing Adjustments
The dollar amount of MDTE ordered
residential Billing Adjustments per
100 residential electric customers.
A lower number is better. $51.41 $28.75
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