This forum reinforced that large load growth, particularly from data centers, is actively reshaping grid operations, planning, and reliability expectations across the industry. The discussion highlighted increasing concern around how these facilities respond to routine transmission events, with recent incidents demonstrating that relatively minor disturbances can trigger significant, rapid load transitions. These events are not driven by loss of service, but rather by interna

Across the conversation, the clearest message was that affordability is shaping almost everything. Higher bills, negative sentiment, regulatory pressure, and weather-related service issues are all dragging down satisfaction scores, even when operational performance is improving. Most participants said traditional satisfaction measures are becoming harder to use on their own because they are being overwhelmed by broader customer frustration around cost. The group shared a mix

Participants discussed the current credit and collections environment across multiple states, with a consistent focus on affordability pressures, expanded customer protections, and rising arrears. Several members reported increased regulatory focus on affordability, including new or expanded winter and summer moratoriums, heat-index-based disconnect restrictions, and additional scrutiny around medical and critical care processes. At the same time, higher supply costs, rate in

The discussion centered on advancing safety data collection practices and strengthening the consistency of reporting across participating organizations. Participants explored the structure and intent of an updated safety questionnaire, which introduces more refined metrics to better capture performance trends and underlying risk factors. Emphasis was placed on aligning around clear definitions and submission guidelines to ensure comparability of data, while also recognizing t

The discussion centered on what is driving measurable gains in eBill and ePay adoption, where resistance remains, and what organizations are testing next. Several participants reported paperless adoption in the mid-to-high 50% range. Reported drivers of growth included structured auto-enrollment with opt-out, enforcing bundled program requirements, segmented campaigns, contact center alignment, and targeted payment conversion efforts. Key challenges included customer reaction

Launching Q2 2025 — First Quartile’s Resiliency Benchmarking Program Resilience Benchmarking We are excited to announce that the...