Computer systems must move beyond insular needs (billing and work orders)

to marketing opportunities. But few regulators really understand.

Everywhere we see the march of technology, especially computer and information technology. Pagers hang on nearly every belt or bag, PDAs have replaced notebooks and portfolios, computers sit on more home desks, and every major magazine and almost every daily paper has sections dedicated to news about the Internet.

Cutting employees

may be less than healthy, unless you're ready to replace them with technology.

As competition intensifies, increasing numbers of executives are realizing that customer service may have a more important role now than just placating regulators. After all, the broad spectrum of customer service is the principal way (em other than rates (em to differentiate a utility product and the utility itself.

Fee Simple? Utility Board Directors Get Less Than Peers

How do fees for utility board directors match up to those at other companies? Not too shabbily, as the following data show, but on the whole more modestly.

The Spencer Stuart SSBI Survey traced Board trends, based on proxy data, at 100 of the nation's leading publicly held corporations. The companion UI Survey focused on Board compensation at the 50 largest publicly owned utilities.

The Washington Utilities and Transportation Commission (UTC) has turned back a pre-merger attempt by Puget Sound Power and Light Co. to make permanent a $165.5-million rate increase allowed under its periodic rate adjustment mechanism (PRAM). (The PRAM is designed to remove disincentives to utility conservation efforts by "decoupling" revenues from sales levels and relying instead on a revenue-per-customer approach to cost recovery.) Puget had earlier agreed to defer a scheduled base-rate filing pending the UTC's review of its proposed merger with Washington Energy Co.

The Iowa Utilities Board (IUB) has permitted MidAmerican Energy Co. (em the corporate parent of recently merged Midwest Gas and Iowa-Illinois Electric and Gas Co. (em to include combined gas-procurement performance data as part of an experimental gas-supply incentive program originally designed for MidWest Gas alone. The IUB rejected a proposal to terminate the program and consider separate programs for the companies, finding an artificial separation of the performance data of the now-combined gas-supply departments unproductive.

The New York Public Service Commission (PSC) has ordered New York Telephone Co., a telecommunications local exchange carrier (LEC), to notify customers that they may now choose an alternative carrier for intraLATA toll calling. Interexchange carriers (IXCs) in the state had complained about the LEC's plans to implement a recent PSC order requiring equal access for intraLATA toll services.

Bucking the current trend among state utility regulators, the Indiana Utility Regulatory Commission (URC) has denied a request by Northern Indiana Public Service Co., a natural gas local distribution company (LDC), to retain a portion of the revenues it receives from pipeline capacity-release transactions. The LDC asked the URC to permit shareholders to retain 50 percent of the revenues gained from participation in the "secondary market" for interstate pipeline capacity instead of flowing them back to ratepayers through the quarterly gas-cost adjustment (GCA) mechanism.

After well over a decade, the Kentucky Public Service Commission (PSC) has finally concluded a long-standing dispute governing rate treatment for Louisville Gas & Electric's investment in the Trimble County generating facility. In 1989, the PSC disallowed 25 percent of the 495-megawatt coal-fired plant from rate base. Under the newly approved agreement, the utility will refund current customers $22 million: $5.3 million is reserved to special contract customers, and the balance will be refunded to all other customers through a per-kilowatt-hour credit over a five-year period.

"market-based" electric tariff for Fitchburg Gas & Electric Co., a combined electric and gas utility. The "Energy Bank Service" for new or expanding industrial customers offers rates competitive with average U.S. industrial rates.

The North Dakota Public Service Commission (PSC) has approved a request by Northern States Power Co., an electric utility, to treat all of its demand-side management (DSM) expenditures as expenses rather than capitalizing them. The PSC found that the change would strengthen the company's financial and competitive positions as it initiates its transition to a restructured electric industry.

In a 1992 rate order the PSC directed the utility to capitalize a substantial portion of the DSM costs over a five-year period.