Innovation in Customer Service

Awards are presented to one large and one small utility that have developed an innovative approach to improving customer service in the meter-to-cash Customer Experience Lifecycle. Innovative approaches may apply to any aspect of the customer relationship or to the methods to improve existing Legacy Systems supporting customer service.

Nominated projects will be evaluated based upon:

• Complexity;

• Innovation;

• Improved service levels;

• Improvements to Customer Service; and

• Cost/benefit analysis.

These bullet points are intended to serve as examples only — they are not intended to be all-inclusive.

The Innovation in Customer Service category will have two awards based on the Class (size of the utility). These will be defined as Level I and Level II. The delineation of Level I will be utilities with gross revenues in excess of $400 million. Level II will be utilities with less than $400 million in gross revenues.

All North American utility companies are eligible to participate in the Expanding Excellence Awards program. Utilities include: gas, electric, water, waste-water, sanitation, retail electric/gas, wirecos.