For AGL, Operational Excellence is the standardisation and simplification of both our systems and processes to enable our employees to better service our customers.

Over the past two years, we have been conducting a wide-ranging overhaul of our business processes which will allow us to streamline customer transactions.  The centrepiece of this work has been the Project Phoenix program which involves the full replacement of the multiple legacy IT systems used to manage and service our retail customers through the development of a single customer management and billing system.

The Phoenix change program incorporates one of the most complex SAP solutions implemented anywhere in the world, both in terms of the duration of the implementation and the number of customer connection points.  AGL is operating across four separate jurisdictions, selling two fuel types, servicing both basic and interval meters. With the delivery of a SAP based integrated operational system, our diverse systems and processes will be aligned supporting delivery of the operational objectives.

Thus far, this has been one of the most successful SAP implementations globally, with two releases delivered successfully within 21 months. There have, however, been some negative customer impacts, including billing problems and delayed invoicing, and we have had an elevated number of referrals back to AGL from energy ombudsmen.  Importantly, significant problems were corrected quickly and proactively, our grade of service for customer enquiries was restored within the first three months of the first release and improvements are already being seen in terms of our ability to meet the needs of our customers more efficiently.  

During this change program, AGL has remained focused on delivering a high quality service to all customers as well as supporting the vulnerable among our customer base. Ensuring equitable access to energy and providing flexibility in both billing and payments help us strive for this goal.

Our strategies to reach this goal are:

• Continue to improve our customers' experience;
• Sell and market our products responsibly;
• Ensure access to energy for vulnerable customers; and
• Help customers make better choices for their home and environment.