• Gaining Competitive Advantage Through Better Outage Management

    Introduction In recent years, power utilities have had major concerns about the issue of managing outages — especially unplanned ones caused by ... Read Article

    The Energy Information Community: Getting from Here to There

    Smith: What is the Energy Information Community? Steklac: In simplest terms, the Energy Information Community is a process- enabling, technology-based approach from ... Read Article

    Establishing a Competitive High-Performance Contact Center

    The Many Opportunities to Improve Call Center Effectiveness and Efficiency The American Customer Satisfaction Index is a cross-industry national indicator that links ... Read Article

    Assault on the Citadel: The ISO Answers its Critics

    The thrust of the anti-ISO argument rests on two flawed and interrelated propositions: (1) that, incentivized by the profit motive and market-based ... Read Article

    So Now You’re In-Charge of an Unregulated Generation Company

    You’ve probably just been named to head an acquired portfolio of generation assets. Or maybe you’re one of the visionaries who “led” ... Read Article

    Strategic Mergers and Acquisitions in the Utilities Industry

    Do utilities really know what they are doing, or are they just following the trend? What do the transactions say about the ... Read Article

    Public Water Suppliers Look to Privatization

    New forces are reshaping the responsibilities of water and wastewater utilities. Although they come in different forms, water utilities conventionally serve the ... Read Article

    The Innovation Imperative

    The Value of Innovation As described by Peter Drucker, innovation refers to the function of entrepreneurship, the means by which new wealth-producing ... Read Article

    Electric Restructuring: A View from the Open Market

    The difference between these positions has had a critical impact on the process of industry restructuring. In the first instance, it is ... Read Article

    Pioneering Privatized Transmission: National Grid''s Perspective

    Based on my experience at National Grid, I maintain that to be most successful, transmission must be independent – in terms of ... Read Article

    Regional Transmission Organizations: Linchpins of Restructuring

    Recognizing the new reality, the Federal Energy Regulatory Commission (FERC) declared in Order No. 888 that, with easy entry, plentiful gas supplies, ... Read Article

    Regional Transmission Organizations: Millenium Order on Designing Market Institutions for Electric Network Systems

    Congestion Zones Full locational pricing at every node in the network is a natural consequence of the basic economics of a competitive ... Read Article

    The Path of Transition to a Wires Company: A Case for Embracing Change

    The choice between mobilizing for a fight or embracing change may now seem obvious, but there were many that chose the former ... Read Article

    Recurring Payments by MasterCard

    Through deregulation, federal and state government reforms, and rising competition, utilities are faced with tough challenges. There is increasing pressure to reduce ... Read Article

    Customer Interaction in the Digital Age: Strategies for Improving Satisfaction and Loyalty

    Introduction The rapid growth and evolution of the Internet as a customer contact channel has had profound implications on the way traditional ... Read Article

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