A Message Regarding Recent INSIDEtracc Problems
Wednesday, March 14, 2007
PG&E's California Gas Transmission would like to apologize to our customers regarding the recent problems you have been experiencing with our INSIDEtracc system. We realize that these problems have had an impact on you and we would like to share the feelings of CGT's employees, who are troubled and embarrassed by these ongoing problems.
Although we have worked very hard to mitigate the impact on you, the quality of your customer experience with CGT over the last ten days is unacceptable to us. A multi-level team is working diligently to expeditiously resolve all remaining issues and is being held accountable for doing so.
System problems began as a result of necessary software and hardware upgrades to INSIDEtracc on Monday evening, March 5, 2007. The system was moved onto new servers and upgraded to more recent versions of the software used to logon to INSIDEtracc and to run and display reports. Since this upgrade, you have experienced logon problems, password issues, overall system unavailability, and ongoing report problems. At the end of last week, we were optimistic about the performance of the system, but unfortunately additional issues have come up again this week. At this point, we are aware of problems in two specific areas.
The first issue relates to your ability to view reports. Specifically, the report viewer problem is a communication problem between the report viewer software and PG&E's firewall. We are working diligently with the software vendors to resolve the issue. Until this is fully resolved, we will have staff in at 6:00 a.m. Pacific time to run reports and e-mail them to customers should we experience report viewer problems.
The second area relates to passwords for the reports functionality. If you experience password problems when trying to run or view reports, please contact Terri Nicerio at 415.973.3119. Terri will work to correct each password problem on a case by case basis. She will also be available at 6:00 a.m. Pacific time to assist you. There are no known problems with passwords to logon to the INSIDEtracc application itself.
The INSIDEtracc system is now stable aside from these two areas. The application itself, logging on to INSIDEtracc, and the response time of the system are all functioning well.
Once again we apologize for the inconvenience this has caused and, as we move forward, if there is anything we can do for you, please let us know. We highly value our relationships with you and thank you for your ongoing business with us.
Bob Howard - Vice President, Gas Transmission and Distribution
Pat Lawicki - Vice-President and CIO, Information Systems
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