Gas Service Ticket Backlog Reduction – IOU
Investor-Owned Utility – Gas Service Ticket Backlog Reduction
Client Profile
Investor-Owned Utility – Gas Service Ticket Backlog Reduction
Situation
The utility’s Gas Operations group faced a growing backlog of customer repair tickets, with response times stretching into weeks. The delays were beginning to affect regulatory compliance, customer satisfaction, and the utility’s overall reputation. Leadership required immediate support to diagnose the underlying causes and establish sustainable processes to restore service performance.
Our Role
CARIAN served as the program management partner, working alongside utility leadership, engineering consultants, and multiple contractors to reduce the backlog and improve responsiveness. Our team applied program management best practices, conducted root-cause analysis, and implemented process improvements supported by data analytics and dashboard reporting. Daily coordination and stakeholder alignment were critical to sustaining the gains achieved.
Key Services Delivered
· Advisory & Process Improvement: Conducted root-cause analysis and developed solutions to address backlog drivers
· Program Management: Applied structured program and project management practices to execute changes and sustain improved service levels
· Data & Reporting Tools: Leveraged analytics and dashboards to monitor performance and track backlog reduction in real time
· Stakeholder Coordination: Facilitated consistent collaboration among internal teams, engineering partners, and contractors
Value Delivered
· Improved Responsiveness: Reduced repair ticket turnaround from weeks to days, restoring customer confidence
· Backlog Reduction: Significantly reduced outstanding service requests and established controls to prevent recurrence
· Sustainable Performance: Delivered ongoing visibility into workload and performance through data-driven dashboards
· Enhanced Customer Service: Strengthened the utility’s ability to respond promptly and maintain service quality across its gas operations
Value Delivered
Program Highlights
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