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“The customer is always right” is much more than just a motto in today’s service economy. For many businesses, including those in the utility industry, it’s an organizational pillar. Tailored customer journeys have gone from nice-to-haves to must-haves as...

The utility industry has witnessed widespread changes over the last two decades. New technology is ushering in a new era of electricity, gas, and water delivery. Technological innovation has also encouraged the creation of new customer service outreach methods....

It’s never possible to over-prepare, because it’s always possible to be taken by surprise. In these cases, the best course of action is to learn from what occurred and try to plan for the next, similar event. After-action reviews...

UPA to partner with the city’s water department on the replacement of nearly 24,000 meters GREENVILLE, S.C. – November, 2021 – Utility Partners of America (UPA), a leading provider of project management, construction management, operations, maintenance and professional services...

Water is one of, if not the most, essential resources in the world. Modern societies rely on water for a variety of needs. From sanitation to irrigation, satisfying thirst, and sustenance to generating power. Despite that importance, the aging...

Utility emergencies are inevitable. Whether it’s the result of a natural disaster like hurricanes, tornadoes, aging infrastructure, or just plain bad luck, providers cannot predict the next emergency. You can better prepare the company though for the next time...

As anyone can tell you, there is a stark difference between managers and leaders. A manager tells people what to do, while a leader inspires them to do the job the best they can. A manager uses their head,...

Leadership gurus and business coaches each have their own unique styles. One of the few consistent threads is that they all stress the importance of building meaningful relationships. Whether through networking with industry peers outside of your company or...

In general, utility activities are process-oriented. Employees turn on and off service, make repairs, perform preventive maintenance, and collect payments. This work follows a step-by-step system with a series of boxes to check. Another, vastly different kind of utility...

Customer service is a complicated aspect for any business. Historically, it has been especially complicated for those in the utility space. According to a Utility Digital Experience Study published by J.D. Power in 2018, part of the problem is...