Innovation in People & Process
Awards are presented to one large and one small utility that have developed an innovative, low-tech or non-technological approach to improving customer service in the meter-to-cash customer experience lifecycle. Innovative approaches, which emphasize soft skills, general solutions and non-automated approaches to engage customers and/or improve the customer experience, 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 the following bullets which are offered as examples only and are not all-inclusive:
- Improved service levels;
- Improvements to customer service; and
- Cost/benefit analysis.
The Innovation in People and Process category will have two awards based on the Class (size of the utility): Level I and Level II. Level I will be utilities with gross revenues in excess of $500 million. Level II will be utilities with less than $500 million in gross revenues.
All utility companies including gas, electric, water, wastewater, sanitation and retail electric/gas are eligible to participate in the Expanding Excellence Awards program.