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Making It Easier for LMI Customers to Access Energy Assistance
Join us as Consumers Energy shares how its My Personalized Offerings platform helps low-to-moderate income (LMI) customers find and enroll in programs that support their billing and energy manageme...
How Duke’s Hotline Tag Tool Improves Safety and Efficiency in the Field
Duke Energy continually looks for new ways to improve efficiency, safety, and the overall experience for employees and customers. The Hotline Tag tool was developed to modernize how Field Performer...
Balancing the Write-Off Strategy — Finance & Operations
Join our panel of utility leaders to explore how finance and operations teams collaborate to balance write-off strategies. Panelists will share decision-making approaches, the mix of tactical and s...
ComEd’s “Ring of Fire” Response — Emergency Preparedness in Action
In July 2024, ComEd faced one of the most destructive weather events in its history—a record-breaking “Ring of Fire” storm that unleashed 43 tornadoes, torrential rain, and more than 22,000 lightni...
PG&E Improves the PSPS Experience with Automation, Personalization
PG&E’s Public Safety Power Shutoff (PSPS) program was established in 2018 following the 2017-2018 wildfires that impacted California. Initially, the utility’s notifications were broad in scope and contained very little detail. Internally, the process of sending the notifications was time-consuming, taking upwards of eight hours to execute, and required extensive staff hours and multiple hand-offs to execute, increasing the possibility of human error. To improve the customer experience and better enable customers to prepare and execute their emergency plan before power is shut off, PG&E incorporated feedback from customers, employees and the California Public Utilities Commission to overhaul the notification process and messages.
During this session, attendees will learn how PG&E achieved the following results:
-A 42% decrease in message cycle time, allowing the utility to get notifications out to customers more quickly.
-Improved messaging on estimated shut off times and ETOR.
-Significant shortening of the notification file preparation process.
-The creation of more concise and personalized messages.
-An increase in customer satisfaction related to PSPS communications.
Speaker: Andrea Tau, Principal Public Safety Power Shutoff Event Communications Specialist, PG&E
