Miami, FL, U.S.A. — (METERING.COM) — November 23, 2006 – PA Consulting Group, a management, systems and technology consultancy, announced the winners of its annual ReliabilityOne and ServiceOne Awards at a reception held recently in Miami, Florida. The ReliabilityOne awards are given annually to utilities that have excelled in delivering reliable electric service to their customers; the ServiceOne awards recognize utilities for providing exceptional service to their customers.
Newark, NJ-based Public Service Electric & Gas (PSE&G) received the ReliabilityOne Award. PSE&G, a regulated utility delivering electric and gas services, is a two time winner of the National Achievement award.
All utilities operating electric delivery networks in North America are eligible for consideration for the ReliabilityOne award. PA collects reliability data from public and private sources to determine preliminary regional winners. Once preliminary winners are chosen, each utility undergoes an on-site certification process, which provides an independent review of the policies, processes and systems used to collect, analyze and report a company’s reliability results.
The 2006 ServiceOne award winners were Florida Power & Light, Progress Energy, and NorthWestern Energy. The award is designed to quantitatively define and reward excellent customer service through the use of 19 measures selected by PA’s industry advisory group of experts to represent all aspect of customer service. These performance measures all fall within the following key utility customer service activities: call center, billing, meter reading, field service, and credit and collections. PA uses performance data collected through the firm’s Customer Service Benchmarking Program and a review of best practices to vet all nominees.