8.1 History of Serving and Listening to Our Customers
We endeavor to remain a responsible member of the Vermont community. One of our biggest challenges is changing the perception of what a utility can be. We believe in putting our money where our mouth is when it comes to customer service. Our tagline, “On. Every Day.” grew out of our brand “promise,” reflecting the reliability of the service we provide and the spirit of our workforce.
Customer satisfaction with our services increased in 2006, with 95% of those customers who contacted us in the fourth quarter of the year saying they are satisfied with our response, up from 94% in the fourth quarter of 2005. When we began tracking this information in 2001, only 70% indicated they were satisfied. We believe that’s because we steadily improved the quality of our service. In 2006, we answered 86 % of customer calls within 20 seconds. And during outages, when many customers call at a time, we were able to answer 93% of their calls. PR5
8.2 Commitment to Reliability (through Technology)
Green Mountain Power is very creative in how it uses information technology to deliver excellent service at the lowest possible cost. Green Mountain Power offers its customers access to their accounts 24 hours a day on its web site, www.greenmountainpower.biz. Customers can check bills, adjust estimates, and analyze their own home’s electrical usage at their convenience using a program called “My Home.” Green Mountain Power has also incorporated new technology into its field operations, including outfitting lineworkers with laptop computers and enabling workers to respond faster and more efficiently to customer demands.
In an effort to ensure Green Mountain Power provides reliable service, low-flying helicopters were used in 2006 to make repairs to the transmission system serving northwestern Chittenden County. The repairs were the final part of a five-year plan to repair the transmission line running from Middlesex to Essex. Because it is difficult to reach some of the lines from the ground, the helicopter was an efficient way to make mid-line repairs. The repairs were a part of periodic maintenance to keep the transmission system strong.
We have also advanced our use of technology to give customers more of what they want. By the end of 2007, we will have installed new meters for most of our residential customers that will enable us to read the meter from the road, saving us time and returning those residential customers to a monthly meter reading schedule. The automated meter reading technology, besides increasing our efficiency, will help us during major power outages, as we can detect from our vehicles whether power has been restored. We plan to expand automated meter reading for customers with more complex usage patterns and rate structures with additional technology, or Advanced Metering Infrastructure, (AMI). We have installed a pilot of approximately 60 meters to test this system which relays meter readings, load profiles and connectivity to our main office. This system will allow for future deployment of real time rates and demand response programs for all customers.
Starting in November 2007 we will be implementing a new GIS and outage management system to further improve system reliability. This new implementation will allow us to consolidate several current systems into one platform that compiles our utility field assets, customers, and geography all into one system. It will simplify and standardize designs, provide for more accurate and up-to-date map for our field crews to use, and allow us to make better planning decisions based on current and planned systems. The most exciting addition will be a major upgrade to our outage management tools. It will provide better outage backup plans, more effective crew dispatching during major storm events, and will provide more accurate reporting on customer outages so we can better address reliability issues. This project also upgrades the overall system package so we will be poised to adopt new technology as it becomes available in the future.
8.3 We Listen to Our Customers
We conduct phone surveys throughout the year, which give us statistically valid indications of customer satisfaction. We also do a random survey of customers across our service territory to gauge general satisfaction with the company, as well as solicit their opinion on various utility-related issues. We receive results for both these surveys on a quarterly basis, so we are able to react quickly to any changes in customer opinion.
Based on the results of the phone interviews, which were conducted by RKS Research, costumer satisfaction scores have remained relatively stable since the studies began in 2004. Results from the 2006 surveys show a continued high level of customer satisfaction.
In the three years that customer satisfaction has been measured, 1st Quarter results are consistently low as compared to other Quarters throughout the year. However, the 1st Quarter 2006 results are markedly higher than the 1st Quarter 2005 and 2004 results. PR5
8.3.1 Customer Reaction to Gaz Métro Merger
The 3rd Quarter 2006 survey measured customers’ expectations of how the Gaz Métro acquisition will impact customer satisfaction.
Half of the customers expect that reliability of electric power and customer service (50% and51 %, respectively) will not change. The majority of the customers (44%), however, do expect electric bills over the next few months to increase. Thirty-three percent believe the bills will stay the same. Slightly more than half of the customers (52%) responded that the acquisition will make no change in communication between Green Mountain Power and its customers. Overall, 37% responded that the acquisition would make no difference for the customers, while 22% believe that it is bad for customers, and 11% believe it is good. Noteworthy is the finding that 30% remain uncertain. PR5
8.4 Local Energy Forums
Beginning in 2012, we will need to replace a large percentage of our current power supply, and we want to get customer feedback on how to best fill this gap. To accomplish this, we held several Local Energy Forums in 2005 to give customers the opportunity to learn more about power supply issues and tell us what they think.
Because most of the 21 electric utilities face expiration of contracts with Vermont Yankee and Hydro Quebec, replacing those power sources is an issue that affects people across the state. The Vermont Legislature directed the Vermont Department of Public Service to conduct extensive statewide polling and research to gather informed and thoughtful citizen and ratepayer input for the State and its electric utilities as they make decisions about how and where Vermont obtains its electric power for the coming decades. We are working with government officials to help conduct several regional workshops and intensive deliberative polling.
PR5
8.5 Giving Back to Communities
SO1
8.5.1 Supporting Communities and Local Environmental Research
The following is a list of some of the initiatives that Green Mountain Power has been supporting because we believe they may have significant environmental benefits to Vermont and its communities:
- Funding micro-hydro projects (e.g., City of Barre)
- Supporting the “Vermont Solar and Small Wind Incentive Program” to encourage photovoltaic, solar hot water, and small-scale wind installations in our service territory.
- Working with the University of Vermont to demonstrate a technology that treats manure from a farmer’s pit with an electrical charge, resulting in a reduction of phosphorus and other nutrients in run-off and nearly eliminating odor. The initial test results were inconclusive and so further testing is underway.
8.5.2 Assisting Limited-Income Customers
Currently, Green Mountain Power has several programs to assist limited-income customers, including Power Partners and WARMTH. Customers are encouraged to contribute financially to WARMTH, but the Company funds Power Partners through its operations. For more information on these programs, refer to the 2005 Corporate Responsibility Report.
In 2007, Green Mountain Power launched a new program to assist limited-income customers. Under a three-year pilot program developed in cooperation with AARP Vermont and approved by the Vermont Public Service Board, Green Mountain Power will provide a 10% discount on monthly energy charges to eligible limited-income customers. Under the program, which is called the Energy Support Credit program, limited-income customers will also be protected against disconnection when the weather is expected to be below freezing. Eligibility varies by size of family, but would typically include a family of four with an income of $41,300. The program will run for three years, or until the $1 million set aside for the program as a result of regulatory discussions for our merger agreement runs out.
Our customer service staff is extremely skilled at working cooperatively with area community action agencies and GMP field personnel to identify customers who may be eligible for these programs. The staff also regularly refers customers to state programs that may offer additional assistance. Our customer service representatives develop relationships with customers, and are therefore more successful in helping them create affordable payment plans when they fall behind in paying their bills.
8.5.3 Third Annual Community Energy Fair
In 2006, Green Mountain Power held its third Community Energy Fair to communicate directly with customers about energy efficiency and safety in a fun and educational way. We invited customers to join us at our Colchester offices on Saturday, September 9, 2006. Described as “Part festival. Part science fair. All fun,” the event included energy games for children, energy efficiency and safety information for adults, and rides for the public in the elevated bucket of a linetruck. Customers also had the opportunity to voice their opinions about Vermont’s energy future. The Energy Fair in 2006 was sponsored in part by Jiffy Mart, Champlain Oil, Waste Management, and Solar Works, Inc. Well over 1,000 customers attended the fair, meeting employees and learning about energy.
8.5.4 Wind Tours
Part of our operating license at our Searsburg wind plant requires us to educate the community about the facility. We achieved this by providing educational tours. We offer these tours to school groups and the general public during the summer and early fall. Tours are not scheduled during winter because of weather-related safety issues, and are restricted during fall and spring to avoid disturbing local bear populations during mating season and when cubs are first born. The plant has become a tourist attraction, with approximately 1,000 people visiting the site each year. SO1
8.6 Corporate Giving
In 2006, Green Mountain Power gave $75,000 in charitable contributions to organizations in our service territory and strategic gifts to significant statewide institutions. This represents a decrease from 2005, when $100,000 was donated, but in 2007 we returned to the higher level. A detailed breakdown of Green Mountain Power’s donations and contributions in 2006 is provided below, sorted by donation amount.
Table 8-1: 2006 Corporate Contributions
|
Recipient |
$ Amount |
|
United Way 2005 |
27,972.57 |
|
MS Society |
15,500.00 |
|
WARMTH |
6,477.43 |
|
Vermont Campaign to End Childhood Hunger |
5,000.00 |
|
Vermont Law School |
5,000.00 |
|
Dragonheart Vermont LCDBF |
1,200.00 |
|
Burlington Land Trust |
1,000.00 |
|
LaPlatte Headwaters Initiative on Bissonette Farm |
1,000.00 |
|
Montpelier Chamber Orchestra |
1,000.00 |
|
Norwich University |
1,000.00 |
|
Vermont Green Up, Inc. |
1,000.00 |
|
Vermont Symphony Orchestra |
1,000.00 |
|
Capital City Concerts |
500.00 |
|
International Lineman's Museum |
500.00 |
|
Starbase |
500.00 |
|
The Vermont Children's Forum |
500.00 |
|
Vermont Adult Learning |
500.00 |
|
Vermont Council on Rural Development |
500.00 |
|
Vermont Symphony Orchestra |
500.00 |
|
Shelburne Little League |
300.00 |
|
BYSA Basketball |
250.00 |
|
Child Care Resource |
250.00 |
|
Children’s Miracle Network |
250.00 |
|
Deerfield Valley Community Cares |
250.00 |
|
Deerfield Valley Food Shelf |
250.00 |
|
Kellogg Hubbard Library |
250.00 |
|
Rockingham/Westminster Christmas Fund |
250.00 |
|
Vermont Children's Aid Society |
250.00 |
|
Vermont Youth Orchestra Assoc. |
250.00 |
|
YMCA |
250.00 |
|
Home Repair Program and ReCover Store |
200.00 |
|
Making the Most of I, Inc. |
200.00 |
|
Essex Junction Volunteer Fire Department |
150.00 |
|
Muscular Dystrophy Assoc. |
150.00 |
|
Boy's & Girls Club of Burlington |
100.00 |
|
Cub Scout Pack 635 |
100.00 |
|
Habitat for Humanity Work |
100.00 |
|
Monroe Men's Club |
100.00 |
|
Stowe Land Trust |
100.00 |
|
UVM FeelGood |
100.00 |
|
Vermont Arts Council |
100.00 |
|
Winooski Police Dept. |
100.00 |
|
West Dummerston Volunteer Fire Dept |
50.00 |
|
Total: |
75,000.00 |
Consideration is given to local organizations that support thriving communities, environmental, health and safety programs, as well as education and children’s program, such as youth activities and sports programs. Organizations that Green Mountain Power employees are actively involved in receive serious consideration for support. Green Mountain Power does not contribute to political parties, politicians, or related institutions. SO6
SO1
8.6.1 Ralph Nading Hill Writing Contest
As a way of supporting the arts community in Vermont, Green Mountain Power and Vermont Life co-sponsor the Ralph Nading Hill Writing Contest. The contest is open to any student or resident of Vermont and the winning entry is published in Vermont Life magazine. In 2006, Julia Shipley of Craftsbury, Vermont, was the winner. Ms. Shipley’s winning essay, entitled “Coming into the Barn: Bales of rose about a Small Dairy Farm,” describes her relationship with a northern Vermont dairyman with whom she fell in love while working on his farm, and also describes the hard work necessary to milk, maintain, and care for a herd of dairy cattle. She received a $1,500 prize for the essay. The literary prize is named for the late Ralph Nading Hill, Jr., a Vermont historian and writer and long-time member of Green Mountain Power’s Board of Directors. 2006 was the 18th year the literary prize has been awarded. Green Mountain Power will publish a book with all the winners after the 20th prize has been awarded. The Ralph Nading Hill literary prize is now considered by Vermont writers to be one of the state’s premier literary prizes.
8.7 Product Responsibility
The following statements are in response to specific GRI indicators that pertain to product responsibility:
- Green Mountain Power does not have a specific advertising policy, however any communication with our customers, whether through purchased media, bill inserts or other methods, is reviewed by several people (including legal when appropriate) to ensure that our communications are accurate and appropriate. While we do not have a formal program, we do strive to adhere to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship. Please note that Green Mountain Power does very little advertising and promotions. PR6
- In 2006, there were no significant fines for non-compliance with laws and regulations concerning the provision and use of products and services. PR9.
- We had no instances of non-compliance with regulations concerning product information and labeling, and no penalties or fines assessed for any breaches. PR4
- In 2006, there were also no incidents of non-compliance with regulations and voluntary codes concerning marketing communications. PR7
- In 2006, there were no incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle. PR2
- There were no substantiated complaints regarding breaches of customer privacy and losses of customer data. PR8
8.7.1 Renewable Energy Product Information
The only “product labeling” issue that Green Mountain Power faces involves referencing the amount of power we generate from renewable resources. In recent years, Green Mountain Power has sold some of the renewable energy certificates (RECs) associated with its Searsburg wind generating station. The energy associated with those RECs is labeled “market power,” and not wind, as we no longer retain the environmental benefits that are associated with wind power. In other words, rather than asserting that 0.6% of Green Mountain Power’s energy came from wind in 2006, we claim only 0.1% as wind and the remaining 0.5% is considered “market power.”
8.7.2 Safety and Environmental Tips
Green Mountain Power uses monthly bills to communicate important and useful safety and energy conservation tips to customers, including how to be safe around electricity, electrical equipment, and power lines. They also keep customers apprised of Green Mountain Power’s latest community efforts, energy conservation programs, and outreach events. Please refer to the 2005 Corporate Responsibility Report for more information on our efforts to provide customers with safety and environmental information. SO1
