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Manitoba Hydro Creates Planning System to Reduce Wait Times and Costs

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Recognizing a growing need to stabilize service levels, reduce overtime, and bring more transparency to scheduling while improving both the customer and employee experience, leaders at Manitoba Hydro launched a workforce planning initiative in its Customer Engagement Centre.

This project laid the groundwork for a culture of proactive planning, accountability, and efficiency, and earned Manitoba Hydro a Bronze award in Chartwell’s 2025 Best Practices Awards for Excellence in Customer Experience.

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Best Practices Award Winner Chartwell Best Practices Awards customer experience Manitoba Hydro Strategic Planning workforce management

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