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The Vital Role of Account Management at ERCOT

Learn about the 2008 ERCOT Market Participant Survey and its significance in measuring ERCOT's performance in meeting customer needs, delivering market services, and providing core ISO services. Tasks include stakeholder interviews, survey sample updates, data analysis, and reporting.

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The Vital Role of Account Management at ERCOT

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  1. Role of Account Management at ERCOT 2008 ERCOT Market Participant Survey February 21, 2008

  2. Introduction • Opinion Dynamics was contracted to conduct a primary research effort to measure Market Participant perceptions of ERCOT’s performance with respect to meeting its responsibilities. • Initial survey of 2004 was used to establish a baseline. • 2006 survey was used to track against this baseline and to specific functions and issues of particular interest to ERCOT management and Market Participants. • Results of 2008 survey will allow for continued tracking against the baseline established through the 2004 survey.

  3. Scope of Work • “The scope of work for the 2008 ERCOT market participant survey effort will provide a quantitative assessment of customer perceptions of ERCOT’s performance relative to meeting customer needs, delivering market services, and providing core ISO services and compare these results to the established performance baseline.”

  4. Survey Tasks • Task 1: Convene a project kickoff meeting with key ERCOT stakeholders (held January 22, 2008) • Confirm the mutual understanding of the specific research objectives of the 2008 market participant survey, discuss deliverables and confirm the proposed project schedule • Task 2: In-depth interviews with key ERCOT stakeholders and department heads (in progress) • Review relevant sections of the survey instrument and identify revisions necessary based on specific issues or changes to systems or interactions with the market identified by the department head • Task 3: Update the existing survey sample • Work with ERCOT staff to update and expand the sample of market participants that was developed and used in the 2006 survey effort • Task 4: Revise the existing modular Internet survey instrument and field survey • Make the necessary revisions to the existing modular survey instrument developed for the 2006 year-end survey effort • Task 5: Analyze data and develop report • Analyze all quantitative data obtained and provide a final report with key findings and trend analysis to identify and explain any statistically valid differences in the quantitative results when compared to the 2004 and 2006 results • Task 6: Presentation of final results Task 1: Convene a project kickoff meeting with key ERCOT stakeholders

  5. Proposed Timeline • Kickoff Meeting January 22, 2008 • In-Depth interviews with ERCOT Stakeholders February • Revise sample & quantitative survey instrument March – April • Field survey via Internet April – May • Data analysis and reporting June –July • Draft Report June 13, 2008 • Final Report July 11, 2008

  6. For More Information, Contact • Denise E. Taylor, Sr. Business Project Analyst, Market Operations Divisional Project Organization (512) 248-3932 or dtaylor@ercot.com • Dale Goodman, Director, Market Services • (512) 248-3966 or dgoodman@ercot.com

  7. Questions?

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