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 turn unexpected scenarios into learning opportunities.

Originally developed by the U.S. Army, after-action reviews are now common in the private sector. They are used extensively by many businesses across a broad spectrum of industries, including utilities. These knowledge-management exercises can help a utility debrief after an event and provide invaluable information for the future. Read on as we dig deeper into the benefits of why an after-action review is important for utilities. (more…)

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 for utilities and energy cooperatives, announced today the awarding of a contract for the City of Santa Cruz Water Department’s meter replacement project.

UPA will be responsible for all aspects of replacing nearly 24,000 meters for the department, which produces and delivers water to nearly 100,000 people throughout the city of Santa Cruz, unincorporated Santa Cruz County and parts of the city of Capitola. UPA is expected to use local labor, hiring approximately 10 employees to complete the 15-month project.

“We’re honored and delighted to be selected by the City of Santa Cruz Water Department for their meter replacement project,” said Steve Rudd, Vice President, UPA. “The city did its due diligence, not only in analyzing and justifying the need for new infrastructure, but in selecting a partner in UPA that specializes in efficient and effective meter replacement.”

The decision comes after a thorough feasibility study conducted by a third-party engineering firm on behalf of the city uncovered several key findings to support a complete overhaul of all existing meters.

Because UPA has experience and a proven replacement process, proper field installation tools, and an effective training plan in place, the company is primed to replace the aged meter population quickly, efficiently and at the lowest possible cost.

The City of Santa Cruz Water Department is just the latest utility to turn to UPA after facing the steep challenge of replacing aging meters with more advanced and reliable infrastructure. After working with utilities for more than two decades, UPA has positioned itself as an authority and expert in meter services, including installation.

For more information on UPA, visit UtilityPartners.com.

(more…)

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…

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 disaster strikes using procedural planning measures. Time is always of the essence in an emergency. Any emergency is amplified when the dangers of electricity, water, or gas are added.

Failing to prepare properly for emergencies could be nearly as catastrophic as the event itself. If you haven’t prioritized emergency planning, or if you think you’re due for an update, read on for more information on a few top tips on creating contingency plans for utility emergencies.

(more…)

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, while a leader uses a variety of skills and traits. And, perhaps the biggest contrast between the two: A manager has employees. A leader has followers.

One of the most significant aspects of leadership is in developing meaningful relationships with the team. This skill that was once hardly considered a priority has become a signature of strong, authentic leaders. If you recognize the importance of having deep-rooted relationships with your team but aren’t sure how to get there, you’ve come to the right place. Here are our top five ways to build a rapport with your team.

(more…)

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 establishing a trusting relationship with employees, developing a strong rapport is essential. And when it comes to how to do this, both networking and relationship-building with employees have a lot in common.

We recently came across a piece titled “Three types of building rapport for a successful networking” that really resonated with us. Read on as we explore those three types further.

(more…)

When it comes to conversations within the utility industry, safety is at the top of the list. It’s one of those things that has always been universally accepted as critically important. For utility leadership that wants to keep safety at the forefront, the answer can be found in proper messaging. Or in this case, building and maintaining a culture predicated on employees’ willingness to buy into safety compliance. Keep reading to learn more about the messaging methods you should be deploying to encourage a utility-wide culture of safety. 

Related: On Board With a Safety Culture? 5 Tips To Make it Stick

(more…)

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 work also follows specific steps in a particular order. Project procurement management is an important function for utilities hoping to secure new work and build industry relationships.

The crux of procurement management seems simple enough. Plan out purchases, evaluate vendors that offer those goods or services, select a vendor, and then monitor the implementation. Here are some tips and tricks that can be deployed to set the utility up for success. Read on as we talk about how to win in project procurement.

(more…)

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 that the industry has historically lagged behind others in terms of utilizing digital technology to the fullest. This fact once contributed to low customer satisfaction scores. A recent evolution among many utilities has led to the prioritization of improved customer experiences. Utilities have made it clear that they aren’t afraid of using technology to do it.

Still, maximizing the value of any software solution takes a concerted effort that starts with a comprehensive onboarding campaign. Here are our top five tips for getting the most out of software training for your customer service team.

(more…)

The most successful organizations are those that promote a culture of helping others before themselves. This type of approach has a number of names, from “service-first” to “others-focused,” but the intent always remains the same. It requires a consistent, top-down effort across the organization, with employees all rallying behind this single mission.

While most organizations claim to focus on the needs of the customer, those needs are not always easy. However, by deploying an others-focused service culture, you can be sure that your customers get exactly what they need. Here are five ways to develop an others-focused service culture.

(more…)