Insights from our Editorial Team
NU re-imagines the customer experience
Northeast Utilities is making a bid to "own its customers" in a fast-changing world by creating a uniform customer experience across a handful of subsidiary utilities in three states. To understand the philosophy behind this thinking, read this column engaging Johnny Magwood, NU's customer experience executive.
Utilities may find opt-out offers dialogue with consumers
Intelligent Utility Daily readers had a thing or two to say in the debate over opt-in programs versus opt-out. Which option is an imposition and which is an opportunity?
Xcel, SCANA and NSTAR tell their stories
Complying with the federal mandates for infrastructure protection, known as "NERC CIP," is not simple or easy, but the penalties for failure are high. Listen to a panel of utility executives intimately involved in their own audits reveal lessons learned.
Age-old dilemma for selling change
How does one sell the "smart grid" to consumers? A discussion ensues about carrots and sticks, the "semantics of deployment," whether electrons are a commodity and a good old-fashioned value proposition.
GridWeek conversations center around the consumer
There is a clear tipping point for the spread of ideas, according to a new study by scientists at the Rensselaer Polytechnic Institute. Who will reach it first: utilities engaged in positive consumer interaction and engagement, or malcontents spreading anti-smart meter information like wildfire over the Internet?
Is there a connection between the two?
Smart appliances inch along as other issues remain unresolved: consumer interest, interoperability, dynamic pricing programs, functionality and applications and, not incidentally, the role utilities will play. Should utilities play an active role or remain aloof?
CIO offers lessons learned from utility's March audit
Complying with NERC CIP requirements is one thing, passing the audit is another. A CIO who's been through the exercise provides practical advice on how utilities should approach an audit.
Have utilities, regulators, consumer advocates found common ground?
Utilities, regulators and consumer advocates across the country have met in the past year to find common ground as a basis for forward progress. A new report identifies five major areas where these disparate groups can work together.
Governor vetoes multi-faceted bill
Illinois Governor Pat Quinn this week vetoed multi-faceted legislation favored by ComEd that would allow the utility to proceed with smart meters. The bill also would change how ComEd's rate cases are handled, leading the governor to cry foul. Here's a look at ComEd's side, with links to the bill and news accounts.
PPL's AMI system led to morphing CSR role
New technologies, providing new data sources, can drive business process change. At PPL Electric Utilities, which installed interval meters nearly a decade ago, customer service reps have been trained as "trusted energy advisors."