TOU for All! Elevating the Customer Experience of Modern Rates
PSEG Long Island launched a voluntary Time of Use (TOU) program in December of 2021. Although the goal was to get 6,500 customers to switch to TOU by the end of 2022, nearly 14,000 customers had successfully enrolled by that time. Through robust data and continuous improvement, PSEG Long Island ensured a seamless customer experience and achieved 10% bill savings during the first summer by reducing peak usage. The billing system was also improved to give clear information on time-of-use energy usage and costs. Personalized messages resulted in increased customer satisfaction and a 150% increase in conversion. PSEG Long Island won this year’s Gold Award for Billing and Payment Programs for the development of this Time of Use program.
Speakers:
Brian Kurtz, Manager of Customer Satisfaction & U2.0 Project Management Office, PSEG Long Island
In this role, he manages a suite of initiatives that drive measurable improvement in customer satisfaction. His team is responsible for the planning, initiating, executing, and monitoring high priority these projects where multiple inter-departmental dependencies are required. He is accountable for developing new project proposals and submitting the annual Utility of the Future (U2.0) Filing and Energy Efficiency Plan as well as the oversight, support and reporting for approved projects in the portfolio. Current projects focus on Rate Modernization, Customer Insights & Home Energy Management, and Utility 2.0 initiatives.
Brian joined PSEG Long Island in January 2014 initiating the Customer Intelligence business unit and in 2017 the Customer Satisfaction business unit. Prior to this, he held several positions in Energy Efficiency & Renewables at the Long Island Power Authority (LIPA) from 2009 to January 2014. Early in his career he worked in land use planning, forestry, and wildland fire management before transitioning to the electric utility.
Nayan Parikh, Sr. Manager Customer Technology, PSEG Long Island
Nayan Parikh is a Sr. Manager Customer Technology at PSEG Long Island. In this role, he is responsible for leading enterprise projects and digital projects to enhance customer experience, outage communications and customer satisfaction. He is currently overseeing initiatives to modernize CIS systems, Time of the Day Billing , Call Center Technology , Web/Mobile transformation, Utility 2.0, AMI enabled capabilities and implement new innovations through technology to solve business problems.
Nayan joined PSEG Long Island in January 2014. Prior to this, he held the several positions at LIPA from 2005 to January 2014. Nayan has more than 20 years’ experience in customer facing applications, developing technology road maps, IT strategy, project management, extensive experience in vendor and contract management and is a trusted go-to expert to achieve business goals such as improving JD Power score.
