Customer Service Improvement Plans
Our customer service team has been working diligently to improve the quality of service we offer our customers. We have heard what our customers have said and are applying that thoughtful input to help assist our comprehensive customer service improvement plan. Some of those plans include:
- The development of metering policies and procedures. These are scheduled to be completed by the end of June 2013.
- A comprehensive training program for Customer Service staff delivered by our experienced in-house trainer this year, and the development and roll-out of Customer Service procedures.
- On-going operational improvements to further decrease the number of customer estimations (currently about 4% of our customers are estimated each month).
We also have two convenient tools geared to improving the customer service experience and assisting customers with bill payments, e-billing and budget billing.
GBPC is also in the process of implementing a fuel hedging program which will reduce the volatility of the fuel charge. This will mean GBPC’s fuel purchases will be based on an average of prices over time instead of one price in a given month. The hedging program will not reduce the long term price of GBPC’s fuel oil but rather reduce the market volatility in what it pays for oil and what its customers pay for electricity.