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MyOPPD is Omaha Public Power District’s secure online platform that gives customers convenient, 24/7 access to their accounts.
In this webinar, we will see how users can view and pay bills, trac...
Time-of-Day Pilot Saves $1.5M for Business Customers
PNM's award-winning Time-of-Day (TOD) Pilot Rate transformed a traditional rate offering into a proactive customer engagement strategy that delivered measurable results. This presentation highlight...
The Affordability-Risk Equation: How TEP Is Reevaluating Residential Deposit Policies
This session will provide practical perspectives for utility leaders seeking to balance customer needs, operational realities, and financial sustainability while navigating an increasingly complex ...
MiMove Significantly Advances Customers’ Online Digital Experience
After determining start and transfer of service requests were among the top three most fielded daily interactions handled within its contact centers, Tampa Electric and Peoples Gas launched MiMove in 2025. The self-service and agent-facing move-in application offers customers 24/7 access to start and transfer electric and gas services. MiMove has enabled customers to fully self-serve on these requests and since launch, the 53% engagement rate has surpassed project goals. This has enabled a reduction in call volume, improved contact center service levels, and strengthened customer and representative experience.
Rachel Roman brings over four decades of leadership in customer experience, training, and operational excellence within the utility industry. Currently Manager of CE Transformation & Compliance at Tampa Electric and Peoples Gas, she has led enterprise-wide initiatives in process transformation. Rachel’s career spans roles in training, revenue recovery, quality assurance, business systems, productivity and consistently driving innovation and service improvement. Tampa Electric serves about 860,000 customers across a 2,000 square-mile territory in West Central Florida. Peoples Gas serves more than 500,000 customers throughout the state of Florida.
