Annual formula rate is working to stabilize distribution ratemaking.
Embracing a competitive and digital future for utilities.
Analytics chart a path for industry transformation.
Mastering multi-channel communications for customer service success.
Utilities across the country are experimenting with various new ways to communicate with customers—from Twitter feeds to text alerts. But few utilities have figured out how to integrate new media channels into a coherent customer engagement approach. A multi-tiered strategy will best serve the needs of customers—and the utility.
How customer satisfaction drives returns on equity for regulated electric utilities.
Data and experience show that serving customers well translates into better rate case outcomes. Conversely, poor performance starts a downward slide. J.D. Power and Associates research shows the correlation between customer service and financial returns.
Performance measurement and action steps for smart grid investments.
Regulators and customers are holding utilities’ feet to the fire, when it comes to investing in advanced metering and smart grid systems—and rightly so. Making the most of investments requires a systematic approach to establishing standards and monitoring performance. But it also requires policy frameworks and cost recovery regimes that provide the right incentives.
Like many other industries in which employee performance is crucial to the customer experience, the utility industry provides an essential commodity to the public. As they are often under intense scrutiny, utility companies must also take steps to minimize their exposure to liability issues.
Geospatial applications are laying the groundwork for the next round of infrastructure development and customer interaction.
As utilities grapple with aging infrastructure and outage management, they are evaluating their GIS and considering the best way to keep up with the shifting demands of the electric-power industry.