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2014 Sustainability-based Annual Report

10 SOCIAL SUSTAINABILITY Communication – Growing Our Connection with Customers: Connecting when it’s Convenient At Horizon Utilities, we seek out new and better ways to interact with our customers, when it is more convenient for them. In 2014, we launched extended hours for customer service, allowing people the opportunity to contact us by phone from 8:30 a.m. to 6:30 p.m. on weekdays. Our Customer Services staff fielded 350,000 customer phone calls and responded to another 5,000 customer email inquiries, sent to us when it suited the customer. We ramped up social media for customer service as well. We now use Facebook and Twitter extensively to provide important service interruption updates and to guide our customers to our website for more detailed information, maps and restoration times. An Engaging Conversation Unprecedented Outreach In order to create better services and As part of its Ontario Energy Board programs, Horizon Utilities must better rate application process in 2014, understand its customers’ needs and Horizon Utilities conducted an expectations. We ask, we listen and unprecedented outreach to its we supplement our understanding of customers, helping them understand customer needs through advanced what it needs to do to keep meeting analytics to understand in greater their needs and expectations in depth how they use electricity. the future. Social benchmarking is digital We clearly demonstrated what two-way communication designed to infrastructure needs to be renewed, help companies understand the drivers when and why. We showed them how behind customer behavior. Using a investing in certain new technologies, system based on ‘game thinking’ and like our Geographic Information rewards, Horizon is engaging its System and Outage Management customers on their energy usage System, will improve reliability and through an Independent Electricity efficiency, resulting in fewer and System Operator (IESO) initiative. We shorter outages. Our customers gave then provide targeted information and us a 92 per cent approval rating for improve our programs to better meet our Distribution System Renewal Plan. 92% their needs, especially in the area of conservation. Horizon has higher This will be monitored for changing than average numbers of customers circumstances, and then reviewed participating in the provincial and updated after five years to pilot program. reflect changes in the environment and customer needs. approval rating for our Distribution System Renewal Plan All you need is a telephone or the internet to manage your account and access our convenient 24/7 self-serve options


2014 Sustainability-based Annual Report
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