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Customer Engagement

Is Customer Activism for Real?

New Business Model, A Balancing Act

The attention given to the new electricity customer seems to overlook the fact that electricity is basically a commodity. And that the average residential customer may in fact be satisfied with electric service and price.
Byline: 

Kenneth Costello

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The New Standard Offer

Impact of Robust Customer Engagement

It's not just residential customers. Commercial customers need to be engaged more vigorously and analytically by utilities as competition increases along with customers’ expectations.
Byline: 

Austin Whitman

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Response to Mitnick Re: What Consumers Want

A response to the Editor-in-Chief column by Steve Mitnick in our May 2016 issue

Unless and until we have access to economic bulk storage, substitution of carbon-free sources for fossil fuels will increase cost significantly. The cost must be borne by some combination of taxpayers and ratepayers.
Byline: 

Richard Pierce, Jr.

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The Consumer-Centric Utility

Empowering Consumers while Managing Risk and Optimizing Assets

Electric utilities do not simply sell a commodity. They sell safe, affordable, reliable and clean electric service. The “Consumer-Centric Utility” business model provides a viable framework for utilities while enabling new products and services that meet growing consumer expectations.
Byline: 

Jan Ahlen

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The Powerwall Follies

A year later, reality is kicking in.

One year after Elon Musk rolled out the Powerwall: The real price is 60 to 80 percent more than Musk claimed. A handful (yes, I mean about five) have actually been installed in Germany and Australia. None in the U.S. so far.
Byline: 

Steve Huntoon

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A Five-Point Plan For The Next Wave Of Electricity Restructuring

The monopoly utility model was once expansive and revolutionary. Now, it is contracting and preservationist.

A plan for restructuring: Delivery service pricing reform; devolution of generation and re-allocating risk; stranded cost recovery; distributed resources neutrality; optimization of service offerings.
Byline: 

Philip O’Connor, Wayne Olson, and Robert Bussa

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Consumers Want What?

Rather than accept the rhetoric, let’s find out.

What’s missing is asking consumers to consider realistic tradeoffs between two characteristics of electricity rather than the desirability of a single characteristic in isolation.
Byline: 

Steve Mitnick

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No Consumer Advocates! 50 Years Ago

PUF editorial in 1966 shows what a dramatically different culture it was then.

Check out this editorial from 50 years ago, in the April 14, 1966 issue of Public Utilities Fortnightly. In this criticism of the notion of a utility consumer advocate, the rhetoric reveals a gigantic gulf between American society of then and of now.

Byline: 

Steve Mitnick

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