Utility Assistance Programs: A third-party portal can help build a greater community presence

Utility Assistance Programs: A third-party portal can help build a greater community presence

In order to maximize the benefits of a customer assistance program, utilities are looking closer at community involvement. In the article Utility Assistance Programs: Maximizing Outcomes for Both Customers & Utilities we discussed how a utility can increase revenue and decrease bad debt, increase access for low income customers to vital resources (water, electricity and gas), decrease the...

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Utilities’ Aging Workforce: Then and Now

Utilities’ Aging Workforce: Then and Now

In the late 70’s and early 80’s a majority of people who began work at local utilities did so with the expectation of starting and ending their career with the same company. It was stable with low risk and good benefits: Why Not? Back in 2003, when I entered the industry as a recent college graduate, I noticed that a substantial number of employees were coming up on retirement after completing...

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How ComEd Exceeded My Expectations

How ComEd Exceeded My Expectations

Earlier this week I received a phone call from my utility company, ComEd. The call was automated and could have gotten to the point a little bit quicker, but I held on and listened. It was a proactive communication to let me know that my power was going to be turned off at 2pm that day for 240 minutes due to an emergency situation.…

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Why Should Utilities Use Technology to Drive Efficiency and Protect Water Quality?

Why Should Utilities Use Technology to Drive Efficiency and Protect Water Quality?

Flint, Michigan has become a lightning rod for attention to the financial needs of water infrastructure in the United States. But the financial issue cannot be separated from the needs of proper utility management. The potable water industry was built with a very conservative approach to operations with the protection of public health, and a philosophy of water quality first and foremost.…

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Five Things a Utility’s Contact Center Should Consider with an AMI Roll-out

Five Things a Utility’s Contact Center Should Consider with an AMI Roll-out

The move to smart meters or Advanced Meter Infrastructure (AMI) is inevitable. According to Pike Research, smart meters will be installed at a rate of 5% a year for the foreseeable future. What does this all mean for the contact center of a utility company? Change. Top 5 things a utility’s contact center should be mindful of before, during and after an AMI roll-out.…

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Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

In a previous Energy & Utilities newsletter article, we discussed how utilities could utilize Voice of the Customer (VoC) Programs to listen to their customers and take action by altering business decisions based on customer feedback.  Organizations often believe that they have a strong VoC program simply because they collect customer feedback, but they are only scratching the surface.…

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Cyber-attack in Ukraine a Red Flag for Power Distribution Networks

Cyber-attack in Ukraine a Red Flag for Power Distribution Networks

‘..the first known power outage caused by hackers and also the most complex cyber-attack on infrastructure to date.’ The Institute of Engineering and Technology, Jan 19, 2016 On December 23, 2015 an outage in Western Ukraine’s Prykarpattya Oblenergo and Kyivoblenergo power distribution networks lost power between three to six hours, affecting between 80,000-700,000 customers.…

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Five Key Takeaways from DistribuTECH 2016

Five Key Takeaways from DistribuTECH 2016

The dust has settled after a great week in Florida at DistribuTECH, where it was once again clear why this is a “can’t miss” event for those within the Energy and Utility space. This year’s theme “Focus on the Future” accurately captured the tone and frame of mind among the thousands of attendees, including a diverse group of Utilities, service and technology providers, product manufacturers...

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Five Great Reasons to Start Retiring Your Analog Circuits ASAP

Five Great Reasons to Start Retiring Your Analog Circuits ASAP

Everyone knows the days of the US telecom carriers supporting their old copper facilities are numbered. All the major service providers have filed with PUC’s and the FCC stating this fact. So why haven’t all utilities started the undertaking of finding new telecommunication solutions to replace those old POTs and Class A circuits when such critical services as SCADA and teleprotection ride...

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222 W. Adams
Chicago, IL 60606
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