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PG&E Assists Vulnerable Customers in Navigating Office Closures

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In response to a steady decline in foot traffic at their local customer service offices, Pacific Gas & Electric Company (PG&E) initiated a shift toward digital and remote customer service options, a  trend that was accelerated by the COVID-19 pandemic which forced the temporary closure of all of the utility’s customer service offices. 

Recognizing an opportunity to improve service for vulnerable customers, PG&E proposed a permanent closure of these offices and a transition to a proactive outreach model. This effort, and its impressive success, was recognized with a Bronze Award for Serving Vulnerable Customers in Chartwell's 2024 Best Practices Awards.

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Chartwell Best Practices Awards customer satisfaction Customer Service increased operational efficiency serving vulnerable customers

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