$500 gas pricing Andy Wappler

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Presentation transcript:

$500 gas pricing Andy Wappler VP Customer Operations and Communications

PSE’s strategic objectives

How to improve the customer experience?

Zero phone calls Customer calls to PSE 4,000,000 Today Future Annual calls Today Future Customer calls to PSE 4,000,000

How to simplify the process? The old way: Individual estimate By PSE By our service partner (InfraSource) Questions about usage Stove, water heat, furnace? Customer frustration Employee frustration

How to simplify the process? The new way: No Individual estimate By PSE By our service partner (InfraSource) No Questions about usage Stove, water heat, furnace? Customer frustration appreciation Employee frustration productivity

Current residential gas pricing If PSE digs trench $500 If customer digs trench $0

New customer volumes increasing

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