Entergy 2015 Annual Report Download - page 27

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27
Clear vision, clear progress.
2015 Integrated Report
Utility
Customer Experience
Our customers expect the same seamless service from Entergy as they receive from other service
providers. In early 2015, we announced our customer digital roadmap, a major plan to design, integrate and
implement new digital customer-facing technologies over the next three to five years to meet and exceed
customers’ expectations and transform the customer experience. We have developed a comprehensive
roadmap to transform our operations with more streamlined, efficient and data-driven ways of serving
our customers that give customers more choice, control and personalized service. Advanced metering
infrastructure, new digital self-service and social media options and customer relationship management
tools that enable personalized service are examples of investments we are evaluating to transform the
customer experience provided by Entergy.
ECONOMIC
Like all of Entergy’s utilities, Entergy Mississippi has a business and economic development team tasked
with growing the business by recruiting new industry to the service territory. In this way, the team helps
attain Entergy’s strategic imperative to aggressively grow the utility business. One of the Mississippi team’s
targeted industrial sectors for economic growth is the automotive industry. By collaborating with community
partners to attract Continental Tire – the world’s fourth largest tire manufacturer – to Mississippi, Entergy
Mississippi has helped to bring a $1.45 billion investment to Hinds County. This is not only the largest
economic development announcement for central Mississippi in decades, it is also one of the largest
projects of its kind in North America. The plant will create 2,500 new jobs with an average annual salary
of $40,000.
ECONOMIC/SOCIAL
It’s been 10 years since Hurricane Katrina devastated the Gulf Coast. At Entergy, 1.1 million customers were
impacted, power plants were knocked off line and countless transmission and distribution lines went
down. Since then, we have invested more than $1 billion in upgrading plants and substations, and nearly
$300 million in hardening transmission and distribution systems. We have also invested $37 million in
community efforts to create a stronger, more prosperous and sustainable Gulf Coast region. Today, the
Gulf Coast and the people who call it home are one of the great comeback stories of our time.
System average interruption duration index:
average minutes per customer per year, excluding
the impact of major storm activity
‘11 ‘12 ‘13 ‘14 ‘15
196 196 181 194
214
Outage Duration
Entergy utility system weighted average;
varies by utility operating company
‘11 ‘12 ‘13 ‘14 ‘15
96.46 91.58
101.02 104.26 102.15
Average Monthly Residential Bill
1,000 kWh Usage/Month
In Dollars
System average interruption frequency index:
average number per customer per year, excluding
the impact of major storm activity
‘11 ‘12 ‘13 ‘14 ‘15
1.61 1.68
1.52 1.58 1.69
Outage Frequency