Conference Sessions Tuesday A.M.
Tuesday, November 7
7 a.m. — 6 p.m.
7 — 8:15 a.m.
Women in Public Power Panel and Networking Breakfast
Grab your continental breakfast and get to know some of your fellow attendees. Enjoy a lively discussion about the growing influence of women in public power and share common challenges and opportunities.
7:30 — 8:30 a.m.
Networking Continental Breakfast
Power up with coffee and connections at this informal breakfast. There are no speakers or moderators — just visit with your peers and chat with sponsors.
Creating a Customer Service Culture
In a time of unprecedented industry changes and evolving consumer expectations, a utility’s most important strategic asset is its relationship with its customers. Examine what defines good customer service. Discuss how to identify and meet the needs of different types of customers. Get ideas for how to create a utility-wide culture of customer service.
Phyllis Currie, former General Manager, Pasadena Water & Power, and Executive Consultant, Hometown Connections, Los Angeles, California
Success with Distributed Generation
Advancements in distributed generation are offering backup power and peak shaving to utilities of all sizes. How can your utility reap the benefits? And what do your customers need to know? Learn from one small utility’s distributed generation journey — system design, obtaining approvals, controlling technology costs, and savings. See how you can replicate the success.
Tom Jones, Executive Director, Borough of Berlin, Pennsylvania; Pamala Sullivan, Executive Vice President of Power Supply and Generation Operations, American Municipal Power, Columbus, Ohio; andJennifer Szaro, Senior Director, Programs, Smart Electric Power Alliance, Washington, D.C.
Turning the Tide on Customer Satisfaction: Key Account Success Stories
You invest a lot in maintaining relationships with your key customers and want them to be happy. What actually moves the dial on customer satisfaction? Is it possible to go from the bottom of the barrel to first quartile within 5 years? Learn about tactics two utilities used to dramatically increase and retain high customer satisfaction scores among their key accounts.
Deborah Beaver, Director, Business Development & Community Project Management, JEA, Jacksonville, Florida; Larry Blaufus, Senior Manager, Large Industrial Customers/ Conservation Planning, Clark Public Utilities, Vancouver, Washington; and David Bradford, Customer & Government Relations, Roseville Electric, California
Public Communications Roundtable
Gather with your utility communications peers for a lively networking session and discussion of the latest and most pressing public communications challenges. Boast about your successes in internal communications, share stories from your social media efforts, and chat about best practices for youth engagement.
10 — 10:30 a.m.
Break with Sponsors
Restoring Customer Trust: One Utility's Story
When a utility’s rollout of a new customer information and billing system led to overbilling and customer account errors, they faced public criticism and customer complaints. Hear how the utility has worked to recover from the experience and restore customer trust. Build on their lessons learned to brainstorm how you can improve your own customer service culture.
David Wright, General Manager, Los Angeles Department of Water & Power, California
Engaging Underserved Communities in Energy Efficiency
Energy efficiency programs aren’t just about reducing energy use – for low-income customers, these programs can mean being able to afford to live in their home. Engage with a panel of experts from public power utilities on how they’ve helped low-income and underserved communities. Discover which energy efficiency projects are easy to roll out, how to finance them, and the most effective ways underserved communities. Ask questions of our panel of experts from public power utilities across the country.
Mary Medeiros McEnroe, Public Benefits Program Manager, Silicon Valley Power, Santa Clara, California; Frank Rapley, Senior Manager, Energy Right Solutions for Home, Tennessee Valley Authority, Nashville, Tennessee; and Tara Thomas, Energy Business Services Manager, Gainesville Regional Utilities, Florida
The Whole Enchilada: DER, TOU, and Energy Efficiency
Energy prices are low and the market is not volatile, yet customers want choices. How can your utility roll out demand response, time of use rates, and energy efficiency without one program cannibalizing the other? What challenges and opportunities are you likely to see with each of these options?
Kerri Davis, Manager of Commercial & Key Accounts, Austin Energy, Texas
Grassroots Engagement: How, When, and Why?
As a community-owned utility, your customers and citizens are your strongest voice in policy battles you must engage in at the local, state, and federal level. How do you identify the issues and engage the grassroots? Explore how to leverage community networking platforms and local advocacy groups to drive support for your utility programs.
John Dobken,Public Affairs Supervisor, Energy Northwest, Richland, Washington; and David Mehlhaff, Chief Communications Officer, Kansas City Board of Public Utilities, Kansas
Noon — 1:30 p.m.
Lunch on your own
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