Top Innovators
PNM Resources won the Fortnightly Top Innovator 2024 award ''Lewis Latimer Top Innovator in Technology or Process Design'' for its New Service Delivery Workforce Redesign.
PUF's Lori Burkhart: Describe the innovation and its positive impact.
Ryan Saiz-Buchanan: In August of last year, we launched a review track process for our new service delivery applications to help streamline our processes as it pertains to the customer experience, our overall timelines, and customer satisfaction. Previously, we had multiple applications that would go through several processes, and every application was treated the same, regardless of whether it was a new construction for commercial, a residential upgrade, or a subdivision backbone.
During the review process with Process Research & Optimization (PRO), the consulting company we partnered with, it was identified that if we break apart the different applications based on project complexity, we could have an impactful change to our business and the way our customers experience PNM as it pertains to new service. The assessment identified three review tracks for process optimization.