U.S. utility upgrades its customer service operations


Rochester, NY, U.S.A. — (METERING.COM) — September 18, 2006 – New information technology systems and processes recently introduced by U.S. utility Rochester Gas & Electric will make life easier for its 360,000 customers.

Next month RG&E will introduce a redesigned bill, an enhanced web site and an automated phone system. The bills will include summary sections that offer customers much more information than was previously available. Customers will also benefit from a more flexible service for paying bills via its web site, and the new site will allow access to 13 months of past billing information.

Improvements to the utility’s self-service phone lines include a voice-activated system that will allow customers to pay bills by phone, communicate meter readings, ask for a duplicate bill to be sent, and check account balances. It also improves communication during outages, by putting customer information, the operating system and on-site crews onto a common platform so that estimates of when power is likely to be restored are more accurate.

The utility has assured customers that the new systems will not change the energy rates they are currently paying.