Company executives have historically viewed data analytics and consumer intelligence giant, J.D. Power, as an all-knowing source when it comes to what customers want. Among other studies, the firm has conducted customer satisfaction surveys for decades. They routinely publish research on which industries (and companies) are making customers the happiest. There are also the times when analysis probes even deeper, searching for the way that customers feel about specific functions or operations. (more…)

In an ideal scenario, the installation of transformers, poles, fire hydrants, and gas utility lines that make up our utility infrastructure would go on without a hitch. Everything would operate as intended forever. While it’s true that equipment can run flawlessly, the odds of that actually happening are rare. Fragile parts that funnel electricity, pressure-packed water, and gas to our homes, businesses, and communities break down over time, and because of that reality, that utility companies should aim to inspect their assets regularly.

For many of these companies, the problem isn’t necessarily the willingness to accept that inspections are critical for longevity. It’s that they’re usually strapped for resources. Short on either time, trained professionals, or both, utility companies will turn to third-party vendors for help. If your company is one that’s struggling to meet the demands of inspection schedules and you’re considering outsourcing the work, here are some questions to ask yourself when vetting your future third-party inspections vendor. (more…)

Once utility lines moved from overhead to underground, service reliability improved markedly. While moving underground helped to ensure continuity, it also ushered in additional layers of complexity and challenges. No longer do homeowners, landscapers, construction companies and the utility companies themselves have a line of sight on these critical lines, which means one unlucky nudge of a shovel could result in a severed line and interrupted service.

The only way to safely and smartly proceed with a project that involves digging is to locate all underground utilities in the area before breaking any ground. Here are the top reasons underscoring the importance of properly locating utilities before digging. (more…)

Leaky infrastructure causes a loss of about 6 billion gallons of treated water in the United States each day. If it’s hard for you to fathom what 6 billion gallons of water looks like, here’s some real-world context: That amount of water could fill more than 9,000 Olympic-sized swimming pools. According to the United States Environmental Protection Agency (EPA), the average water loss in systems is 16%. But the EPA also says that 75% of the loss is recoverable. It’s possible to reclaim a huge chunk of those 6 billion gallons. Good news for both the environment and utility companies’ bottom lines since they would generate more revenue. (more…)

Moisture from driving rain, whipping winds, and flash floods are capable of doing a number on material left to the elements. It’s quite a feat that the average lifespan of a utility pole is 30 to 40 years. These wooden beams are critical to the way we operate as a society and serve a litany of purposes. Often housing multiple services like power, telephone, and cable on one pole.

According to Power Grid International, there are between 160 and 180 million wood utility poles in service in this country. Carrying a replacement cost of more than a thousand dollars per unit, some quick math tells us that these poles are among the most valuable assets a utility company owns. With so much money and business on the line (no pun intended), utility pole maintenance should be an essential undertaking. And a top priority. Here’s a quick rundown of a few things you should know about maintaining utility poles. (more…)

In the construction industry, there isn’t a document more crucial to the satisfactory completion of a project than the blueprint. This technical drawing provides builders with a wall-by-wall guideline of an architect’s plans. When executed properly, it can ensure consistency and quality craftsmanship. However, businesses in just about every industry—from plumbing to utilities to appliance repair and more—should be taking a figurative page out of the construction book with another type of guideline. (more…)

Though prediction modeling has significantly improved with the advent of modern technology, weather forecasting is still the quintessential inexact science. Experts may have more data than ever to analyze, but forecasting the weather still boils down to an educated guess. Take the path of a tornado, for example. Weather forecasters can pick up on atmospheric conditions consistent with the formation of a tornado. It’s impossible to predict exactly if, when, or where one will develop. Likewise, hurricanes can shift and reverse course at a moment’s notice.

It’s that level of unpredictability that prompts utilities to develop comprehensive storm response plans. Whether you’re planning for catastrophic weather, those mid-summer thunderstorms that knock out the power for hours, or an accumulation of ice that wreaks havoc on multiple types of utilities, preparing well in advance for weather can help to reduce the duration of outages. Here are four steps to take to ensure you’re ready. (more…)

If you’ve ever worked in customer service or spent a few minutes listening to a frustrated customer, you understand how crucial it is to get the job done right the first time. Field service companies routinely track how successful technicians are at doing just that. They even have a term for it: first-time fix rate. This metric is one of the most important for a business because it plays a pivotal part in profitability. A poor first-time fix rate is an indicator of inefficiency. The company burns through excess time and resources from having to make repeat site visits.

However, in contrast with other risks to revenue, a first-time fix rate is a controllable and correctable metric. In fact, with just a few tweaks to your existing processes, you could see substantial gains. That will make your customers happier and also helps in boosting your bottom line. Check out the three ways below to improve your company’s first-time fix rate. (more…)

In the past, consumers have unfairly stigmatized utility companies with labels like “slow-moving,” “inefficient” and “rigid.” Innovation has been slow in order to keep utilities running steadily, reliably, and reactive, and to make sure customers stay happy. Taking chances doesn’t always make sense when the health of a power grid is on the line. In more recent years, companies in this space have been able to shake off criticisms by striking a balance between deploying technologies and maintaining dependability. And it’s paying off.

McKinsey reports that utility companies using digital technologies are transforming operations and reducing operating expenses by up to 25%. Additionally, these same companies have seen gains of 20 to 40% in areas like safety, customer satisfaction, and regulatory compliance. (more…)