FPL Technology Improvement Program Enters Second Year; 'Tech 21' Aims to Improve Customer/Company Communications
June 7, 2001

Florida Power & Light Company says it is entering the second year of a five-year technology modernization program aimed at applying the latest, state-of-the-art technology to help the company respond quicker to its customers' electricity needs.

"Improving the way we deliver electricity to our customers -- and doing so as efficiently as possible using the latest in computer technology -- is an important element in our efforts to meet our customers' needs. FPL employees are proud to be ahead of the technology curve," said Armando Olivera, senior vice president of power systems.

Since early last year, FPL has been modernizing its work processes to improve operational efficiency and customer service. "Tech 21, as FPL's program is called, is embracing the tools of the 21st Century to improve work processes just as our customers are incorporating high-tech tools into their daily lives -- tools such as cell phones, personal data assistants (PDAs) and the Internet. Our ultimate goal is to make it easier and more convenient for our customers to communicate with us and for us to more quickly respond to their needs," Mr. Olivera said.

Linda Whalin, Tech 21 director, said, "The bottom line is we can continue to provide -- and more importantly improve on -- the services our customers expect and deserve." She outlined some recent examples of Tech 21 improvements:

  * Design of distribution systems for new residential real estate
    developments is now performed with a software program that produces
    schematic drawings that can be generated in half the time (11 days
    versus 22 days) of the previous system.  Software pinpoints the exact
    positioning of FPL equipment so that developers can begin construction
    more quickly.
  * Customers can now take advantage of several improvements to FPL's Web
    site -- www.fpl.com -- to report service and streetlight outages and
    check account status online.
  * Builders and contractors can click on a section of the Web site to
    request electric service for their projects, review project checklists,
    get fee information, check on policies and standards and download
    necessary forms.
  * FPL crews are using hand-held electronic devices to receive work
    assignments to connect or disconnect services.  And they can update the
    status of their work on-line using the same work management software.

For the future, Ms. Whalin said, FPL already is creating a unified database to enable employees throughout FPL's 26,000-mile service territory to access up-to-date information on the status of customer requests from a centralized system.

Additionally, along with its work management system, FPL is nearing completion of new voice and data radio systems throughout the service area to improve communications between dispatchers and crews, a critical factor in moving crews to areas affected by storms or other emergencies.

Later this year, FPL will test a far-reaching work management system that incorporates new business processes for scheduling and performing work and managing customer relationships. The system will enable the company to automatically send out letters, post information on the FPL Web site and even page or e-mail customers depending upon their preference.

Florida Power & Light Company is the principal subsidiary of FPL Group, Inc. , one of the nation's largest providers of electricity-related services with annual revenues of more than $7 billion. The company serves approximately 3.9 million customer accounts in Florida. FPL Energy, LLC, FPL Group's U.S. and international energy-generating subsidiary, is a leader in producing electricity from clean and renewable fuels. Additional information is available on the Internet at www.fpl.com.


EDITOR'S ADVISORY: Photo opportunities can be arranged to show Tech 21
applications in your reader-viewer area by calling FPL Corporate
Communications at 305-552-3888.
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SOURCE: Florida Power & Light Company

Contact: Florida Power & Light Company Corporate Communications Media
Line, 305-552-3888