PSE&G Named the Recipient of the 2020 Outstanding Customer Engagement Award
(Newark, N.J. — Nov. 20, 2020) PSE&G was recognized by PA Consulting as the recipient of the 2020 Outstanding Customer Engagement Award. PSE&G was also named as the recipient of the ReliabilityOne® Award for Outstanding Reliability Performance in the Mid-Atlantic Metropolitan Service Area.
This award is presented to a ReliabilityOne® recipient who has the best overall customer approach and ongoing strategy to seek innovative methods of involving and proactively engaging customers as it relates to outage reporting and restoration communications. The utility has taken steps to engage with their customers by providing real-time access to information using an omnichannel approach, communicating to customers how and when they prefer. By embracing these communications channels during both blue-sky and major events they have seized the opportunity to deliver a positive shift in their ability to convey accurate, timely information to engage with their customers directly based on customer’s changing preferences.
“Our customers are at the heart of everything we do and we’re deeply honored to be recognized nationally for our customer engagement,” said Jack Bridges, PSE&G vice president-electric operations. “The ReliabilityOne® awards also give us an opportunity to raise awareness about our consistent efforts to harden our systems and safely deliver the best possible services for our customers.”
This year, PSE&G added Google Assistanti to the variety of technologies and other proactive measures employed to engage customers. PSE&G invested nearly $2 billion in infrastructure programs to strengthen systems and speed restoration times, including continuing to deploy smart technology such as LiDAR and MEGA, a GPS-enabled mobile app that helps field crews more quickly pinpoint damaged equipment. PSE&G has installed equipment that preemptively detects outages and enhanced systems to improve monitoring and better storm impact forecasts. This honor marked the 19th consecutive year PSE&G received the Mid-Atlantic Region award. In the past, PSE&G also has been honored by PA Consulting with awards for national excellence, response to a major outage event, outage response time, customer engagement and the Outstanding Customer Reliability Experience Award in 2018.
All utilities operating electric delivery networks in North America are eligible for consideration for the ReliabilityOne® Award. The selection of provisional recipients is based primarily on system reliability statistics that measure the frequency and duration of customer outages. After provisional recipients are selected, each company undergoes an on-site certification process, which provides an independent review and confirmation of the policies, processes and systems used to collect, analyze and report a company's reliability results.
“Severe weather events have become the new normal in the US, and utilities continue to adapt and transform,” said Gregg Edeson, PA Consulting’s ReliabilityOne® Program Director. “PSE&G implemented storm mitigation efforts and was able to quickly restore service to their customers to minimize outages, all while working safely and providing excellent customer service.”
Public Service Electric & Gas Co. (PSE&G) is New Jersey’s oldest and largest gas and electric delivery public utility, serving three-quarters of the state’s population. PSE&G is the winner of the ReliabilityOne® Award for superior electric system reliability in the Mid-Atlantic region and the 2020 Outstanding Customer Engagement Award. In 2020, PSE&G was named the most trusted combined gas & electric utility in the East Region, by the Cogent Syndicated Brand Trust Index. PSE&G is a subsidiary of Public Service Enterprise Group Inc. (PSEG) (NYSE:PEG), a diversified energy company. PSEG has been named to the Dow Jones Sustainability Index for North America for 13 consecutive years (www.pseg.com).
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PA’s ReliabilityOne® awards are presented to electric utilities providing their customers with the highest levels of reliability in the industry. PA’s ReliabilityOne® study is based on standard industry reliability statistics that measure the frequency and duration of electric power outages. ReliabilityOne® participants on average experienced 35% fewer sustained outages, and outages were 49% shorter than the average US investor owned utility. PA has been analyzing electric utility performance since 1987. For more information about PA Consulting, visit www.paconsulting.com/energy.
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