PA Consulting Group Recognizes North American Utilities for Excellence in Reliability and Customer Service at the 2013

  PA Consulting Group Recognizes North American Utilities for Excellence in
  Reliability and Customer Service at the 2013 ReliabilityOne and ServiceOne

   Award recipients honored for implementing and executing industry-leading
            practices, strategies and processes that breed success

      We Energies and Florida Power & Light Company take home top honors

Business Wire

NEW YORK -- November 21, 2013

Last night, PA Consulting Group (PA) announced the recipients of its annual
ReliabilityOne^TM and ServiceOne Awards - widely recognized as one of the most
prestigious honors in the electric utility industry - at a reception at 7
World Trade Center in New York, before an audience that included senior
management at leading utilities, industry regulators and energy industry
experts. PA Consulting Group's ReliabilityOne^TM awards recognize electric
utilities for providing their customers with the highest levels of reliability
in the industry, while the ServiceOne awards recognize companies for providing
exceptional service to their customers.

ReliabilityOne^TM Awards

PA recognized five regional ReliabilityOne^TM winners from utilities across
the U.S. for the calendar year 2012. The selections were based on overall
system wide performance in both outage duration and frequency. PA awarded its
annual National ReliabilityOne^TM Excellence Award to one of its regional
winners that demonstrated sustained leadership, innovation and achievement in
the area of electric reliability. PA selected from its group of regional
winners the utility that had the best overall System-Wide Reliability
Performance and also a winner for the Best Response to a Major Outage Event.

This year’s National ReliabilityOne^TM Excellence Award was presented to: We
Energies. “We Energies fosters a culture of continuous improvement; their
employees are committed to reliability and are always looking for new ways to
better serve their customers”, said Jeff Lewis, Program Director for
ReliabilityOne^TM. “PA was particularly impressed with We Energies’ proactive
communications with their customers and their innovative use of technology and
process to provide outstanding reliability. The employees at We Energies
demonstrate clear industry leadership and this recognition is a brilliant

This year's five regional ReliabilityOne^TM awards recipients are:

  *Northeast - Consolidated Edison Company of New York
  *Mid-Atlantic - Public Service Electric & Gas Company
  *Midwest - We Energies
  *Plains – Kansas City Power & Light Company
  *West - San Diego Gas & Electric

This year’s Overall Outstanding System-Wide Reliability Performance Winner is
Consolidated Edison Company of New York (Con Edison). “Con Edison achieved one
of the highest levels of reliability performance we have ever seen for an
investor owned utility in the United States”, said Jeff Lewis,
ReliabilityOne^TM Program Director. “Con Edison’s reliability performance was
90% better than the industry average, a terrific achievement for the Con
Edison employees who strive to bring their customers the highest level of

This year’s Outstanding Response to a Major Outage Event Winner is: Public
Service Electric & Gas Company (PSE&G) for their response to the unprecedented
Superstorm Sandy in 2012, the worst storm in PSE&G’s history, coupled with the
severe Nor-Easter which impacted the area as restoration efforts were

PSE&G’s entire service territory was severely affected with over 2 million of
their 2.2 million customers affected. PSE&G effectively managed costs and
restored nearly 90% of their customers in a week, having to contend with over
60,000 trouble locations including the flooding of 20 facilities resulting
from the storm surge. In addition, PSE&G maintained consistent public
communications with an average of more than 3 news releases per day, along
with outreach through their webpage and email, press conferences, call
centers, and traditional ads (radio/print) as well the use of email and social
media. Through Twitter, PSE&G was able to reach over 50,000 of their
followers, amongst the highest in the industry. Recognizing the challenges
faced by utilities and their customers and considering the circumstances,
PSE&G truly demonstrated an outstanding response during one of the most
difficult events in history.

“The energy industry is facing unprecedented change which is creating new
challenges for leaders, who are charged with the reliability of the electric
system, a critical foundation to our economy and our lives”, according to Jeff
Lewis, PA Consulting Group’s ReliabilityOne™ Program Director. “In the face of
these challenges, these utilities have maintained the highest levels of
reliability for their customers. Each ReliabilityOne™ Award recipient has
demonstrated superior performance in reliability and restoration, and has
created a strong organizational culture focused on providing the very best
reliability for their customers.”

ServiceOne Awards

PA Consulting Group also recognized those utilities that excel in the area of
customer service and care with the presentation of the ServiceOne Awards.

This year’s recipient of the ServiceOne Award is Florida Power & Light
Company. For the tenth year in a row, rounding out the collection nicely,
Florida Power & Light (FPL) has received the prestigious ServiceOne Award.
FPL’s high level of performance across functional areas reflects their mastery
of the fundamentals of working together across the organization, leveraging
data to enhance decision making, and holding individuals accountable at all
levels. This along with a desire to constantly improve operations through new
services or solutions for their customers is what enables them to be a
top-performer year-after-year.

This year's ServiceOne Balanced Scorecard Achievement Award recipients are:

  *Contact Center - Florida Power & Light Company
  *Field Service - Florida Power & Light Company
  *Meter Reading - Florida Power & Light Company
  *Billing - Florida Power & Light Company
  *Payment - Florida Power & Light Company and Xcel Energy (tie)
  *Credit & Collections - San Diego Gas & Electric and Florida Power & Light
    Company (tie)
  *Revenue Assurance – Xcel Energy
  *Self Service - Florida Power & Light Company

ServiceOne Awards recognize companies for providing exceptional service to
their customers as determined by a set of 26 measures of excellence.
ServiceOne Balanced Scorecard Achievement Awards recognize companies that
provide outstanding performance within selected areas of Customer Service.
While PA administers the Polaris ServiceOne program, an advisory committee
consisting of members within the program provides advice regarding its content
and criteria.

"Excellent customer service can only be achieved if it is a core value for a
company. This is particularly the case in the utility sector, where increasing
demands placed on customer service organizations have challenged traditional
delivery strategies, business processes and modes of customer interaction,"
said Arun Mani, PA Consulting Group's ServiceOne Program Director. “The
companies who have been named ServiceOne award winners for customer service
have set the standard in the energy utilities industry by enabling their
employees with the information, tools and leadership necessaryto foster a
customer service-oriented culture.”

For more information on PA Consulting Group's work in the energy market, visit

About PA Consulting Group

PA Consulting Group (PA) is an employee-owned firm of over 2,500 people,
operating globally from offices across North America, Europe, the Nordics, the
Gulf and Asia Pacific. PA has experts in energy, financial services, life
sciences and healthcare, manufacturing, government and public services,
defense and security, telecommunications, transport and logistics. PA’s deep
industry knowledge, together with skills in management consulting, technology
and innovation, allows them to challenge conventional thinking and deliver
exceptional results with lasting impact. For more information about PA
Consulting Group, visit


PA Consulting Group
Irina Dayton, 720-566-9927
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