Workforce

Rhode Island: The Challenge of an Aging Infrastructure

2015 Regulators Forum

Clearly, one of the most significant issues we face today is aging infrastructure. It’s akin to a marathon – a race we absolutely have to finish. Since 1990 we’ve replaced more than 65,000 miles of cast iron and bare steel pipe, but we still have a long way to go.
Byline: 

Paul J. Roberti, Rhode Island PUC

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Georgia: On Becoming a Social Media Junkie

2015 Regulators Forum

Being in the “energy” business as a commissioner, staff, lobbyist or industry leader is hard enough without social media, right? When you add Twitter and Facebook to the mix, it is enough to drive one crazy. Who needs it? Well, we all do, really.
Byline: 

Tim Echols, Georgia PSC

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South Dakota: A Unique Fuel Mix

Chris Nelson, vice-chairman, South Dakota Pub. Utils. Comm’n

Seventy-three percent of our generation is carbon-free, yet the EPA’s 111(d) rules require a 48 percent reduction in our CO2 emission rate. That steep reduction will be very difficult to achieve and will be costly for our electric customers. The commission’s chief concern is keeping a lid on consumer prices, especially given the pressure exerted by EPA.
Byline: 

2015 Regulators Forum

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Oregon: Situated Quite Well

2015 Regulators Forum

States that have coal-dependent economies will likely have more difficulty complying with the Clean Power Plan than states like Oregon. There will be rate impacts to be sure. The trick will be compliance at the most reasonable cost that that can be assured.
Byline: 

Susan Ackerman, chair, Oregon PUC

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2015 Regulators Forum

State Utility Commissioners in Their Own Words

Susan Ackerman, chair, Oregon PUC; Chris Nelson, vice-chairman, South Dakota PUC; Tim G. Echols, Georgia PSC; Paul J. Roberti, Rhode Island PUC
Byline: 

Susan Ackerman, Chris Nelson, Tim G. Echols, and Paul J. Roberti

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Toward a 21st Century Grid

Producing value with advanced distribution management systems.

Changing demands from regulators, customers, and shareholders are driving utilities toward better operational technologies to manage an increasingly complex grid. Advanced distribution management systems (ADMS) promise nearly real-time operational insight for maintaining reliability, safety, and security.
Byline: 

Nicholas Abi-Samra, et al.

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Where Did My People Go?

Today’s talent deficiency is tomorrow’s imperative.

The utility talent gap is widening. New technologies and evolving markets call for a more proactive approach to building the future workforce.

Byline: 

Susan W. Christensen, Sandra L. Jones, and Brian Payne

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Labor Costs and the Rate Case

Incentives, staffing, and benchmarking in a tight economy.

In several recent utility rate cases, regulators have disallowed portions of utility compensation expenses, on the basis that difficult local economic conditions justify pay cuts. However, when utilities begin squeezing their uniquely qualified technical and management staffs, performance can suffer. Analysis Group authors David W. Sosa and Virginia Perry-Failor review experiences at several companies to show how an evidentiary approach will help utilities avoid disallowances of critical compensation for valued employees.

Byline: 

David W. Sosa, Ph.D., and Virginia Perry-Failor

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Call Center Quality Assurance

Submitted by meacott on Tue, 2011-04-26 18:03
Employees will account for up to 80 percent of contact center budgets in the increasingly demanding world of customer interaction. Such a substantial investment cannot be left to chance, yet, it is often overlooked and rarely reviewed by managers.
"Beyond lowering operating costs, workforce optimization solutions allow for quick decision making, which helps resolve customer issues.”

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.

Smart Grid in America and Europe (Part II)

Past accomplishments and future plans.

Policy makers in the E.U. and the United States are taking different approaches to facilitating smart grid development. While both regions are setting standards that the rest of the world likely will follow, they also face difficult challenges in resolving issues around cost recovery, customer engagement and workforce preparedness.

Byline: 

Zhen Zhang

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