The document discusses 4 major trends impacting utility customer communications: 1) Increased natural disasters are causing more power outages and communication needs. 2) Proliferation of mobile technology means more customers using mobile phones and tablets to interact with utilities. 3) New legislative requirements are mandating stricter communication guidelines during outages. 4) Changes in utility technology and billing practices will require improved communication for new programs like smart meters and pre-pay accounts. Utilities need to embrace these changes by updating systems, exceeding communication expectations across multiple channels, and viewing new technologies as opportunities to improve customer service.

1. Four Major
Trends Driving
Utility Customer
Communications
…and What Every Utility
Should Know About Them

2. Superstorms and
Other Natural Disasters

3. A case study in Superstorm Sandy
iFactor outage maps for the storm area received
more than 6.7 million views
2.47 million customers were without power;
FirstEnergy received 1.5 million outage calls
PPL Electric Utilities more than doubled their Twitter
followers and increased "likes" on Facebook by a
factor of 45
Sources: iFactor Research and Pennsylvania Public Utility Commission Report
Customer Interactions During Storms
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4. Even More Storms
Expected
2012 produced more than twice
the number of storms that were
predicted
The 2013 hurricane season is
also predicted to be above
average with:
18 named storms
9 hurricanes (with four
storms category 3 or higher)
Source: Colorado State University Forecast of
Atlantic Seasonal Hurricane Activity 2013
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5. Communicate proactively with customers via
Traditional Channels: Phone calls, emails, and information
on utility websites
Newer Channels: Interactive outage maps, text messages
and social media accounts
Provide education and context to customers before,
during and after storms using
Web and mobile outage maps
Educational videos
Proactive Outage Communications
and Education are Key for Utilities
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6. Proliferation
of Mobile
Technology

7. Technology
Adoption Today
91% of adults have mobile
phones; 34% of adults have
tablets
26% of customers are using
their phone to visit their utility
company website
77% of customers say they
would find a mobile app from
their utility useful
Sources: Pew Research, J.D. Power and
Associates, and ClickFox Research
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8. More Mobile in the Forecast
By 2016, the internet will be accessed most frequently
from a mobile device
Mobile will become even more a part of daily life
The mobile phone may take the place of a wallet
More wearable mobile technologies such as the
Pebble smart watch and Google Glass will be
available
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9. Use mobile channels to interact with
customers – start a conversation, don’t just
provide information
Tailor messages to work within the limitations
of mobile channels – review messages
channel by channel
Give customers options – let customers chose
the messages they want to receive in each
channel
Keep an eye on mobile trends and what your
customers are using
Utilities Should Embrace
Mobile Technology
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10. New Legislative
and Regulatory
Requirements

11. May 2012 – Conn. bill passes allowing regulatory agency to set standard
for utility communications
August 2012 – Mass. law requires 3-time daily ERTs and additional call
center staff
January 2013 – N.J. BPU issues strict guidelines for utilities to provide
pre-event communications, outage maps, and ERTs
May 2013 – N.Y. scorecard in development to rate performance of utilities
during power outages
Recent Legislative Activity
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12. Other states are likely to follow suit as they
see laws passed
Use of additional communication channels
such as mobile communications and social
media will be expected
Expectations Will Continue
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13. Look to update outage maps and
communication systems to meet
requirements
Plan for improvements so they can be
made on your timeline
Continue to improve business processes
tied to restoration to support more timely
and accurate information
Utilities Should Note
Requirements and
Plan Implementations
Carefully
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14. Changes in
Utility Company
Technology and
Billing Practices

15. Smart meter information will provide ways to
improve outage management and restoration,
and will allow utilities to offer a variety of
Demand Response and energy efficiency
programs
Improving bill collection and payment practices
will become even more of a focus
Increasing customer satisfaction will require
more communication with customers
New Programs/Priorities
for Utilities
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16. Information from smart
meters will need to be
disseminated to
customers for programs
to be a success
Managing pre-pay
accounts requires more
frequent communication
to customers, while
streamlining payments
requires looking at new
communications channels
Improving customer
service means more
proactive communications
in more channels
More Communication
Will Be Needed
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17. Look at new communications
channels as opportunities to improve
customer satisfaction, cash flow and
operational excellence
Plan to not only meet customer
expectations, but exceed them
Utilities Should Seize
the Opportunity
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18. For more information, download the
accompanying white paper:
“Four Major Trends Driving Utility Customer
Communications and What Every Utility
Should Know About Them”