Insights from our Editorial Team
Oncor shares its measurable steps
Outage management and outage communication are essential to a good utility-customer relationship. At the AGA/EEI Customer Service Conference last week, Oncor told the story of how it shifted from a traditional utility mindset to a re-energized, customer-focused company, particularly where it concerned outage communications.
Who will claim a relationship with energy consumers?
From the falling price of rooftop solar photovoltaics to gas-fired microturbines for commercial/industrial concerns, technologies and service companies may grab the brass ring before utilities manage to cement a relationship with their long-time ratepayers.
Rocky Mountain Institute partners with utilities for the future
The power industry needs big ideas and an open mind. The Rocky Mountain Institute has ideas and rigorous modeling to support them. Could the two parties cooperate? They already are.
Systems integration still a work in progress
Utilities sold regulators and public on interval meters and its underlying systems partly as a means to improve outage management. But systems integration and data mashups to get there may be delaying such benefits. An Accenture executive describes current work in this area.
What if engagement = revenue?
Customer service is considered a cost center and innovations in that area look to efficiencies, traditionally. But what if new metrics for satisfaction actually created value for the utility through customer involvement in revenue-related behavior? A paper explores the possibilities.
Industry group: monetize the balancing function
There's a natural tension between the innovations created by vendors and the constraints that bind their customers. Today we hand the floor to one element of the energy storage community: the Coalition to Advance Renewable Energy Through Bulk Storage or CAREBS.
AGA/EEI Customer Service Conference serves up Texas-sized portion of information
In Fort Worth, Texas, this week, electric and gas utility customer service executives from across the country shared experiences and learned new approaches to engaging customers. Intelligent Utility magazine editor-in-chief Kate Rowland joined them, and reports back.
One advocate argues that economics will drive it
As more distributed resources connect to the grid, the more the grid itself will become a secondary feature, with generation and transmission serving as a backup system, argues one advocate of distributed generation. Economics and the American devotion to self-sufficiency will drive this trend, one that utilities can lead or trail. Some are, some aren't.
Business models are basic; will alternatives overtake them?
If business models precede technology roadmaps, then utilities should be aware of the alternatives being pursued by groups dedicated to a paradigm of decentralized power. In the latter case, falling costs create a rising tide that can float utilities' boats or sink them.
Customers maintain interest in offers, if offered
An annual, global Accenture study paints a portrait of electricity customers worldwide, with American consumers in context. Guess what? They're open to offers, if utilities make them offers. The study identifies opportunities, if utilities can seize the day.