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BC Hydro wins Chartwell's 2008 outage communications award
ORLANDO – November 13, 2008 – Chartwell today presented BC Hydro with the inaugural Best Practices Award in Outage Communications for the company’s efforts to deliver better customer service during power outages.
Vancouver-based BC Hydro won the 2008 award for its multi-faceted “Outage Communications Initiative,” launched in response to major outages that affected an estimated 800,000 customers during the 2006-07 winter storm season.
The company-wide initiative focused on improving outage communications capabilities and proactive contact with customers by increasing call center capacity, improving the quality and delivery of outage information, and increasing customer and community awareness and preparedness for outage events. Specific program elements included: a redesigned IVR call flow system; new IVR and Web applications for automated outage reporting; new tools allowing customers to access outage information and maps via the Web and mobile devices; and programs to increase the accuracy of estimated times of restoration (ETOR) provided to customers. The company realized improvements in call handling, ETOR accuracy and customer feedback as a result.
“The judges were impressed by the scope of BC Hydro’s initiative and the results achieved. Rather than focus on a singular issue, the company adopted a self-described ‘holistic’ approach that featured marketing and community engagement, as well as new technologies and process improvements.” said Scott Johnson, Chartwell Senior Research Analyst.
Chartwell created the new award this year to honor results-oriented initiatives aimed at improving customer contact and information delivery during outages, both planned and unplanned. Progressive utilities continually develop strategies and programs that deliver this information as quickly as possible.
“Chartwell applauds all of the utilities that submitted projects for their outstanding efforts to improve customer contact during the most challenging situations,” Johnson said.
The Chartwell Best Practices Awards are presented by Chartwell in several categories throughout the year. Utilities that enter projects or programs must submit an entry form and supporting materials. The entries are judged by Chartwell researchers who are subject matter experts in the areas under consideration. Nine North American utilities submitted entries for consideration.
About Chartwell
Based in Atlanta, Chartwell Inc. is a specialized information provider that facilitates knowledge exchange among utility professionals responsible for management practices and technology solutions. Chartwell publishes best practices case studies, quantitative research and electronic newsletters, and hosts conferences and other events for utility professionals. For more information, visit www.chartwellinc.com.
Press Contact
Scott Johnson
Senior Research Analyst
Chartwell Inc.
(404) 237-9099
