Forum Summaries

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

Organizations are increasingly challenged by fragmented systems and inconsistent data flows, which can create downstream inefficiencies and elevate the risk of billing errors.

This session is covered under the First Quartile Consulting Confidentiality Agreement. The discussion centered on how utilities are shifting from relying primarily on system averages (SAIDI/SAIFI) to more targeted, customer-based reliability metrics to identify and correct repeat outage exposure. While overall system performance may be acceptable, several participants acknowledged that there are “pockets” of customers experiencing repeated interruptions that are masked by ave

This discussion forum focused on how utilities are combining human expertise, advanced technologies, and risk-based strategies to enhance...

This session focused on the current use, experiences, and future plans of various utilities regarding chat tools, both live and virtual...