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 »
News
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.
Assess the State of Your Cybersecurity
Cyber-crime is on the rise. Your first line of defense is to know your vulnerabilities. Turn to the Cybersecurity Assessment Solution from Hometown Connections, Inc. It’s the affordable, preliminary step in effective cybersecurity management
Hometown Connections Launches Public Power Cybersecurity Management Program
To meet public power’s need for cybersecurity solutions that are comprehensive and cost effective, Hometown Connections, Inc. has launched a Cybersecurity Management Program for public power electric, gas, water, and wastewater utilities and other city departments. Hometown Connections is helping community-owned organizations across the United States evaluate their cybersecurity requirements, develop plans for cyber risk management, and deploy effective cybersecurity defenses that include ongoing monitoring, training, remediation, and maintenance services.
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How Can Your Utility Help Customers During the COVID-19 Pandemic?
During the challenging time of the COVID-19 pandemic, it is imperative to understand the thoughts, opinions, and sentiments of your customers so you can better prepare to meet their needs. As we begin to return to a “new normal”, it is important to understand how your utility will operate in the coming months, and how customers will feel about these changes. Use a low-cost digital survey by GreatBlue Research to understand how your residential and commercial customers think about their ability to pay future bills, payment options, disconnect policies, and utility re-opening plans. GreatBlue proposes the use of digital research to effectively and efficiently gather insights from your residential and/or commercial customers. These research findings can then be used to target those customers with immediate needs and/or concerns and provide the best possible assistance.
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Webinar Series on The True Costs of Cyber Crime: Cyber Risk Management for Public Power
Understand the cyber threat landscape, learn how to estimate the true financial costs of a cyber crime, and get tips on building your budget and risk management strategies. Register for this two-part webinar series to be held in June 2020 by the American Public Power Association Academy. Speakers include representatives from Acumen and Marsh Wortham Power Gen Insurance, marketing partners of Hometown Connections Inc.
Apogee Helps Utilities Ease the Impact of COVID-19 with Proactive Messaging
Utilities using Apogee’s ENVOY proactive messaging platform are seeing extraordinary results. The platform’s communication channels include personalized video bill explanations, text, and email messages that inform customers of payment options, financial assistance programs, low and no-cost ways to save, and rate options. What makes the messaging captivating is each message is composed using the customer’s billing history and AMI data, making it personal and relevant to each household. During the COVID-19 crisis, this communications strategy shows customers the utility cares, is helping them reduce energy costs, and identifies ways to manage their financial burden.
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