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Mississauga Life Early Spring 2015 : Page 16

A Bright Future Creating a brilliant service to help meet the needs of customers for the next 100 years. In 2017, Enersource will reach an important milestone: it will celebrate 100 years of providing electricity to the Mississauga area. In 1917, Niagara Falls supplied all the electricity customers needed; motors and lights were the primary products requiring electricity. One hundred years later, much has changed for the utility, the electricity sector and the consumer. The numerous modern devices that use electricity have transformed our lives. Electricity is everywhere, and yet its presence is invisible to the majority of users—it’s only noticed when the lights go out or when the bill is received. Engaging and educating customers while understanding their ever-evolving needs is essential to the future of the industry. Many studies have been conducted to determine what customers want, and the results are: reliability, bill accuracy, timely responses to inquiries, cost-efficiency, and corporate social responsibility to the community and environment. Finding the right balance to meet the needs and demands of the 200,000 residential, commercial and industrial customers is an ongoing process at Enersource. To date, Enersource has been successful and is known in the industry as a safe and reliable company, with a safety record of over 2 million hours without a lost-time injury. In terms of reliability, the company’s record has been exemplary. Despite withstanding several major outages recently due to severe rain, wind and ice, Enersource has had the best reliability among large local distribution companies (LDCs) in the last few years and boasts one of the best long-term reliability records among all utilities in Ontario. Maintaining an aging system is expensive, and the cost to build a system that can withstand “once-in-100-years storms” is prohibitive, but not impossible. The balance of cost-efficiency and reliability is an ongoing challenge, but is something that Enersource takes seriously. The utility has been working hard to be cost-effective, understanding that electricity bills are trending upward every year, which adds financial pressure on residents and businesses. Ensuring future reliability is just as critical for everyone, because as current electricity distribution infrastructure ages, it will eventually need to be replaced. For customers, ensuring the reliable delivery of electricity could mean increased rates in the future. Currently, electricity bills have many line items that often confuse customers. Enersource costs are shown on one of those lines but only account for about 20 percent of the overall bill. The company works hard to ensure customers receive value for this portion of the bill by striving for maximum efficiency. Recently, the Ontario Energy Board (OEB) undertook a study to review the operational effectiveness of all LDCs in the province. In its findings, the OEB ranked Enersource the best among larger utilities in its efficiency assessment. The Chief Customer Officer In 2014, Enersource conducted a significant review of its existing operations and surveyed each of its customer groups. It determined that although the company was doing well by comparison to other LDCs, it had to go to the next level in meeting the needs of its customers. Newly hired President and CEO Peter Gregg wanted to show the corporation’s ongoing commitment to customers by naming the company’s first-ever Chief Customer Officer (CCO) Dan Pastoric, who held the role of Executive Vice President and Chief Operating Officer for the previous six years. When appointing Mr. Pastoric to his new role, Peter Gregg said, “Our future success is in understanding our customers’ changing needs.” According to Mr. Pastoric, meeting the goals set by the Ontario Energy Board is the minimum requirement for success. The utility consistently meets or exceeds these goals and sets more stringent goals to ensure that customers receive the best service possible. 16 Mississauga Life Early Spring 2015

A Bright Future

Dan Pastoric


Creating a brilliant service to help meet the needs of customers for the next 100 years.

In 2017, Enersource will reach an important milestone: it will celebrate 100 years of providing electricity to the Mississauga area. In 1917, Niagara Falls supplied all the electricity customers needed; motors and lights were the primary products requiring electricity. One hundred years later, much has changed for the utility, the electricity sector and the consumer.

The numerous modern devices that use electricity have transformed our lives. Electricity is everywhere, and yet its presence is invisible to the majority of users—it’s only noticed when the lights go out or when the bill is received. Engaging and educating customers while understanding their ever-evolving needs is essential to the future of the industry. Many studies have been conducted to determine what customers want, and the results are: reliability, bill accuracy, timely responses to inquiries, cost-efficiency, and corporate social responsibility to the community and environment.

Finding the right balance to meet the needs and demands of the 200,000 residential, commercial and industrial customers is an ongoing process at Enersource. To date, Enersource has been successful and is known in the industry as a safe and reliable company, with a safety record of over 2 million hours without a lost-time injury.

In terms of reliability, the company’s record has been exemplary. Despite withstanding several major outages recently due to severe rain, wind and ice, Enersource has had the best reliability among large local distribution companies (LDCs) in the last few years and boasts one of the best long-term reliability records among all utilities in Ontario. Maintaining an aging system is expensive, and the cost to build a system that can withstand “once-in-100-years storms” is prohibitive, but not impossible.

The balance of cost-efficiency and reliability is an ongoing challenge, but is something that Enersource takes seriously. The utility has been working hard to be cost-effective, understanding that electricity bills are trending upward every year, which adds financial pressure on residents and businesses. Ensuring future reliability is just as critical for everyone, because as current electricity distribution infrastructure ages, it will eventually need to be replaced. For customers, ensuring the reliable delivery of electricity could mean increased rates in the future.

Currently, electricity bills have many line items that often confuse customers. Enersource costs are shown on one of those lines but only account for about 20 percent of the overall bill. The company works hard to ensure customers receive value for this portion of the bill by striving for maximum efficiency. Recently, the Ontario Energy Board (OEB) undertook a study to review the operational effectiveness of all LDCs in the province. In its findings, the OEB ranked Enersource the best among larger utilities in its efficiency assessment.

The Chief Customer Officer
In 2014, Enersource conducted a significant review of its existing operations and surveyed each of its customer groups. It determined that although the company was doing well by comparison to other LDCs, it had to go to the next level in meeting the needs of its customers. Newly hired President and CEO Peter Gregg wanted to show the corporation’s ongoing commitment to customers by naming the company’s first-ever Chief Customer Officer (CCO) Dan Pastoric, who held the role of Executive Vice President and Chief Operating Officer for the previous six years. When appointing Mr. Pastoric to his new role, Peter Gregg said, “Our future success is in understanding our customers’ changing needs.”

According to Mr. Pastoric, meeting the goals set by the Ontario Energy Board is the minimum requirement for success. The utility consistently meets or exceeds these goals and sets more stringent goals to ensure that customers receive the best service possible. “We have had customer satisfaction ratings between the mid- 80s to mid-90s in each of our customer categories, however, we need to have a stronger, closer dialogue with them,” says Pastoric. “We appreciate that some customers don’t want to be bothered by a survey or asked about the rebuilding of a pole line or an underground cable in their subdivision. Our job is to find out how to better connect with each customer in ways that are engaging and cooperative.”

Working with all departments in the company, the CCO is using customer feedback to plan ahead and invest responsibly in Mississauga’s electrical system and infrastructure. The feedback already received prompted the Enersource team to develop a mobile-friendly website that allows customers to review their bills, receive real-time information on power outages and see social media content.

Although this initiative only affects those who use mobile devices, Enersource has many other plans for customer engagement. One of the larger initiatives planned over the next several months is the development of a customer charter that explains what Enersource does for the customer, and the entitlements and obligations each party shares. This will help customers better understand their rights as well as what to expect from Enersource as a provider of electrical services.

The CCO role may be new to Enersource, but its commitment to understand the evolving needs of customers continues to build throughout the entire organization. Internally, staff members receive and share frequent updates on trends and customer feedback and make suggestions on opportunities to provide better service.

As Enersource and its services continue to evolve, customers can expect to find more opportunities to provide feedback and to work cooperatively with the Mississauga-based utility.

If you have any comments or feedback for Enersource, please email newsletter@enersource.com.

Read the full article at http://ml.epubs.flippagepublishing.com/article/A+Bright+Future/1952279/249772/article.html.

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