RMS Metrics

The Southwest Power Pool’s Request Management System (RMS) is a product of IssueTrak that is utilized to facilitate the stakeholder inquiry process, document communications between SPP and stakeholders and provide accountability to SPP staff for timely and accurate responses to inquiries and requests.

The RMS was implemented in the midst of SPP’s largest initiative: the Integrated Marketplace. Prior to RMS, all project-related inquiries came in to one of 13 email addresses created for the various workstreams to support the marketplace effort. One individual (with a lot of support) attempted to monitor those inboxes, assign tasks out to departments and individuals, monitor responses and email interactions to determine when the inquiry was “resolved,” send reminders to internal staff and on occasion attempt to answer basic inquiries! It didn’t take long for us to realize, “There’s got to be a better way to do this!”

Enter the Request Management System in October 2012. The vision of the RMS is to be a “one-stop shop” for all your inquiries, requests and disputes: to submit market questions, request documents or actions, return requested items to SPP, submit Settlements Disputes and internally to track processes and workflows in order to provide efficient, friendly and timely customer service.

The RMS supports the Culture Drivers of Southwest Power Pool:

  • Continuous Improvement
  • Efficiency
  • Collaboration

You’ll also find the RMS reflects several of our Core Values:

  • Accountability
  • Trust
  • Expertise
  • Integrity
  • Respect
  • Transparency

On this page you will find at least two of those Core Values demonstrated: Accountability and Transparency. Here you are able to access a monthly dashboard reflecting basic RMS metrics which we track and report. You’ll also see a quarterly “RMS Satisfaction Survey Report,” which provides the results of the surveys that are completed once RMS Requests are closed. We appreciate those who take the time to give us feedback and let us know about your experience with the RMS. We have implemented many stakeholder suggestions in the spirit of continuous improvement.

Should you have any questions regarding the RMS, be sure to contact your Customer Relations Representative, or Customer Relations Manager Don Martin (dmartin@spp.org or 501.614.3309).