Unitil-Massachusetts Reports Strong Service Quality Performance for 2004.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 ) subsidiary Unitil-Massachusetts recently filed its 2004 Service Quality Reports for its Electric and Gas Divisions with the Massachusetts Massachusetts (măsəch  `sĭts), most populous of the New England states of the NE United States. 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 ). In all categories, Unitil exceeded
the benchmarks. (See attached performance charts.)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 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 2004
Electric Division
2004
Service Quality Measure Benchmark Performance
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SAIDI 131.54 106.53
System Average Interruption Duration - how long minutes minutes
the average customer was without power during
the year. A lower number is better.
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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 1.231
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Lost Work Time Accident Rate
Accident rate per 100 employees. A lower
number is better 8.47 5.52
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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. 56.9% 75.7%
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Service Appointments
The percentage of service appointments
fulfilled. A higher number is better. 99.0% 99.3%
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On-cycle meter readings
The percentage of on-cycle meter readings met.
A higher number is better. 94.6% 96.6%
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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. $11.63 $0
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Gas Division
2004
Service Quality Measure Benchmark Performance
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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 8.47 5.52
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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. 56.9% 75.7%
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Service Appointments
The percentage of service appointments
fulfilled. A higher number is better. 98.6% 99.5%
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On-cycle meter readings
The percentage of on-cycle meter readings met.
A higher number is better. 90.5% 93.8%
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Consumer Division Cases
Number of customer complaints received by the
MDTE. A lower number is better. 67.9 48
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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. $51.13 $2.74
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