Implementation

Demand Response Implementation

MJD Aerotek offers Demand Response Device and Thermostat Implementation Process second to none that will provide Utility Companies with a complete and highly successful installation solution. With years of management and field operations experience, MJD Aerotek understands the importance of providing trouble-free installations that enforce the integrity of the physical plan that the Utility has established. In most instances, the customer’s only person-to-person experience with the Utility is with our Customer Care Representative providing the scheduling followed up by our Technician performing installation. Understanding this opportunity to make a great first and lasting impression, the MJD Aerotek Customer Care Representatives and Technicians strive to make this first encounter an extremely positive experience.

Implementation Process

MJD Aerotek offers a variety of services in the Implementation Process to ensure that the Utility has the necessary augmented skill-set for their customer’s requests. These services include:

Administration

• Customer Care Center: Scheduling of appointments and non-appointments, management of work order backlog and customer contacts, extended hours during busy cycling season, 24/7 emergency hotline, same-day response to escalated issues and trouble shooting
• Work Order Data Processing: Work order data input KPI are set based on Utility requirements, rigorous quality control to minimize data input errors, daily audit trail reports verifying completed work orders
• Management: 24/7 contact with management representative, ad hoc reporting, Utility and partner reporting, report collaboration with Utility management, local in-house invoicing and reconciliations, up-to-date Fleet Operations

Field Operations

• Technicians: MJD Aerotek technicians, through years of installation experience, are the best in the industry. Device installations, removals, replacements, exchanges, troubleshooting and customer service all fall under the technician portfolio. Safety, quality, professionalism and timeliness play a significant role in the success of a MJD Aerotek technician.
• Quality Control: From the beginning at Technician Training to Fleet Operations, from Quality Control of Work Order Management to On-Site Technician Installation Quality Inspections, MJD Aerotek follows the strict ISO9001-2015 Quality Guidelines.

Telecommunications Implementation

MJD Aerotek offers an exceptional Installation Program that will provide Cable Companies with a complete and highly successful Installation solution. MJD Aerotek understands the importance of providing high quality installations that enforce the integrity of the physical plan that the provider has established. In most instances, the customer’s only person-to-person experience with the provider is with the individual providing the initial installation. Understanding this opportunity to make a great first and lasting impression, the MJD Aerotek technician strives to make this first encounter an extremely positive experience. The uniformed MJD Aerotek technician is professional, friendly and well trained.

MJD Aerotek offers a variety of services in the installation Program to ensure that the provider has the necessary augmented skill-set for their customer’s requests. These services include:

• Aerial Installation
• Underground Installations
• MDU Installation
• Reconnects
• Digital Converter Installation
• Additional Outlets
• Upgrade/Downgrades
• Relocation of Outlets
• Drop buries
• Custom Work

Key Performance Indicators

 In order to achieve maximum results for your system, it is important to establish Key Performance Indicators (KPIs) that will identify critical success factors of the program. These KPIs will be provided on a consistent basis and is available online in a variety of formats.

MJD Aerotek provides a standard set of Installation KPIs for many areas of work performed. Customized KPIs can also be added based on the provider’s needs. Listed below are the standards KPIs that MJD Aerotek utilizes to ensure that we provide a successful Installation Program:

• Completion Rate %
• A %
• Jobs Rescheduled %
• Reconnect %
• Total Connects Completed