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Avista Utilities’ Web Site Redesign
How Avista Earned the #1 Spot on the 2009 E Source Web Site Review
April 1, 2010
Based on our 2009 review of utility web sites, the utility best poised to meet residential consumer demands is Avista Utilities. Avista’s web site, redesigned in 2008, offers consumers the functions they want and makes the experience user-friendly.
Content type: Best Practice | Document ID: EBiz-BP-11 | Author: Alexandra Behringer
Enhancing Revenue Protection with AMI
January 1, 2009
With the right combination of hardware, software, and human intelligence, advanced metering infrastructure (AMI) systems can improve the efficiency and cost-effectiveness of utility revenue-protection departments.
Content type: Best Practice | Document ID: IGS-BP-1 | Author: Dan Greenberg
Soft Skills for Hard Situations
July 1, 2005
Because they serve as the public face of the utility, it is important that meter readers and field service people represent the utility well. But their positions don’t always attract “people” people. This report explores some programs that utilities are using to equip workers outside the call center ...
Content type: Best Practice, Focus Report, Research | Document ID: UCC-F-14 | Author: Cate Terwilliger
Building the Business Case for Customer Service Investments
April 1, 2002
As mergers and restructuring continue in the utility industry, successful utilities will be the ones that know where and how much to invest in order to deliver the quality of customer service appropriate to their strategy. A proven method for understanding initiatives in a strategic context is to develop ...
Content type: Best Practice, Research, Service Report | Document ID: UCC-11 | Author: Del Langdon, Bill Luby, Michael Tao
Web Metrics: Going Beyond the Click-Throughs
March 1, 2002
Appropriate metrics are essential for maximizing the return on investment from building your Web presence and providing services online. Web metrics can help you determine how to balance your marketing mix, how to redesign a failing Web site, which services customers are most interested in, and how to ...
Content type: Best Practice, Focus Report, Research | Document ID: EBIZ-F-1 | Author: Young B. Kim
Online Learning for Utilities: Experience and Opportunities
December 1, 2001
Despite the recent downturn in the Internet economy, the field of online training is growing, and that trend is likely to continue. Many energy companies are in a position to reap significant savings by conducting staff training via the Internet or CD-ROM. Those approaches allow employees to train at ...
Content type: Best Practice, Focus Report, Research | Document ID: EPOV-9 | Author: Amy Gahran
Need Another Branch on the Org Chart? Learning from How Energy Service Companies Organize for E-Biz (European PDF)
November 1, 2001
How a company organizes and deploys its people to get e-business done is a clear reflection of its corporate culture and the impact that it sees e-business having on its overall business direction and goals. For this Point of View, E Source looked at several models of how utilities and energy ...
Content type: Best Practice, Research, Service Report | Document ID: EUEBIZ-3 | Author: Anne Peters
Asking ASPs the Right Questions
October 1, 2001
The rise of the application service provider (ASP) model is a critically important development for energy service providers and utilities interested in “webifying” business processes. ASPs offer traditional companies the freedom to focus on core competencies while still reaping the benefits of moving ...
Content type: Best Practice, Focus Report, Research | Document ID: EPOV-8 | Author: Young B. Kim
Application Service Providers (ASPs) - not for all Energy Service Providers (ESPs) (European PDF)
October 1, 2001
The rise of the application service provider (ASP) model is a critically important development for energy service providers and utilities interested in using the Internet for multiple business processes. From basic back-office functions like billing to more sophisticated offerings like energy information ...
Content type: Best Practice, Research, Service Report | Document ID: EUEBIZ-2 | Author: Theo Mullen
Selecting Interactive Agencies and Consulting Firms to Get E-Business Done
March 1, 2001
The interactive agency you select to design, build, and maintain your Web site can make the difference between failure or success in reaching your e-business goals. This identifies and helps you avoid pitfalls when selecting and managing an interactive agency relationship. It also weighs the pros and ...
Content type: Best Practice, Focus Report, Research | Document ID: EPOV-4 | Author: Anne Peters
Need Another Branch on the Org Chart? Learning from How Energy Service Companies Organize for E-Business
December 1, 2000
How a company organizes and deploys its people to get e-business done is a clear reflection of its corporate culture and the impact that it sees e-business having on its overall business direction and goals. E source found several models of how utilities and energy service providers (ESPs) structure ...
Content type: Best Practice, Focus Report, Research | Document ID: EPOV-2 | Author: Anne Peters
