Join this two-part series by the American Public Power Association to learn about the unique benefits and challenges facing the public power business model, and discuss strategies for the future. Learn what gives public power communities an edge and how we can continue to thrive and serve our communities well amid multiple disruptive trends. Led by Tim Blodgett, President & CEO of Hometown Connections, Inc.
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Use Research to Better Serve Utility Customers and Employees During Challenging Times
COVID-19 has been tough for everyone, and GreatBlue Research wants to help. Now more than ever, it is critical to stay in contact with your utility customers, both internal and external. By conducting customer satisfaction studies, employee assessments, and operational efficiency studies, you will obtain a better understanding of your customers and employees in order to better serve them during these difficult times.
Cybersecurity Is Easier Than You Think
You don’t need to be an expert in IT or have a huge consulting budget to champion your utility’s cybersecurity program. First and foremost, you must recognize that every city employee, utility employee, and governing official plays a key role in maintaining a cyber defense that protects business operations.
The Holy Grail of Energy Modeling
Residential customers and utilities benefit from varying rate plans. Still, the truth is, many customers don’t understand how their utility rates work or what rate would be best for their lifestyle. In a recent survey conducted by the Smart Energy Consumer Collaborative, 47% of customers didn’t know what their current rate plan was. In the same study, most customers said they would be willing to try a new rate plan, especially if it would allow them to save money. In order for utilities to make alternative rates useful and widely accepted, they need to have effective communications and provide educational tools that help customers understand what rate options are available and how their bill may change.
How Customer Research Really Works
Market research is imperative to today’s utilities industry. Understanding current and potential customer needs and wants helps us make more informed business decisions and aids in the development of focused business strategies. Customer surveys take the guesswork and the assumptions out of determining what initiatives will likely be successful and cost effective. Consistently working to understand our customer base provides us with the direct feedback and a communication channel to really “hear” what they are asking of us. Data analytics allows us to target customers and obtain specific feedback for any topic, including opinions on utility rate changes, reliability, renewables, customer programs, and much more. Read More about How Customer Research Really Works »
Industry Veteran Marc Gerken Brings Expertise in Public Power Business Operations to Hometown Connections Staff
Following a distinguished career that saw him rise from a city engineer in Ohio to helm the nation’s largest public power joint action agency (JAA), Marc Gerken has joined the staff of Hometown Connections, Inc. He retired recently after serving for twenty years as president and chief executive officer of American Municipal Power, Inc. (AMP), one of the six joint action agencies that co-own Hometown Connections. Prior to his retirement from AMP, Mr. Gerken served as AMP’s representative on the Hometown Connections Board of Directors. His position on the Hometown staff is Executive Advisor/Strategy and JAA Relations.
Study by GreatBlue Research Shows KUA Earns High Marks for Customer Satisfaction
The results of the Kissimmee Utility Authority’s recent customer satisfaction survey by GreatBlue Research illustrate how to use customer feedback for continuous improvement and demonstrate why it is so important to consistently ask for feedback. Deciding what to ask your customers can be challenging, but once you identify your target areas, you can focus in on your improvement efforts. KUA had a three percentage point increase in customer satisfaction from 2019 to 2020 from doing exactly that – a job well done!
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Finance Fundamentals are Key to COVID Recovery
Current financial data on the impact of COVID-19 on community-owned utilities reveals several national trends and the need to factor in case-by-case issues during the analysis. Above all, the data makes clear that the best strategy for a strong recovery is following the fundamentals of utility financial management: develop key financial targets, make a plan to meet those targets, and stay true to the plan.
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Mark Ennis Brings Expertise in Distribution System Management to Hometown Connections Board
A public power industry leader with expertise in regulatory compliance and distribution system management, Mark Ennis of the Alabama Municipal Electric Authority (AMEA) has joined the Board of Directors of Hometown Connections, Inc. AMEA is one of six joint action agencies that co-own Hometown Connections. Mr. Ennis is AMEA’s Manager of Compliance and Distribution Services and AMEA’s representative on the Hometown Board.