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Projects &
Qualifications
Please contact us to receive client references for any of these projects
Transmission & Distribution
Gap to First Quartile Performance is First Quartile’s improvement support for utilities that have identified an opportunity and need to determine how to act. We work alongside leaders to clarify the problem, evaluate alternatives and tradeoffs, build alignment, and strengthen the organizational capability needed to execute and sustain improvements.
First Quartile helps your team connect performance gaps with the operating decisions and practices that may be driving them. Benchmark results identify where to look, while peer experience provides practical examples to explore. We then help your leadership team evaluate those lessons in the context of your utility’s priorities, constraints, and operating model.
First Quartile supports improvement work involving reliability, customer service, storm preparation and response, budgeting, and organizational readiness for growth. Depending on the challenge, we help leaders examine planning, work management, investment choices, coordination, and other decisions that influence performance.
First Quartile works with your team to develop the approach and transfer knowledge so employees can own and sustain the results. We involve the people who plan, schedule, and execute the work, including planners, dispatchers, and field personnel. This keeps improvement efforts grounded in operational reality and the interruptions utility teams manage every day.
Customer Service
The First Quartile Peer Community connects utility professionals who are working through similar operational challenges. Members share approaches, implementation experience, and lessons learned through facilitated discussions and direct connections. The community helps your team explore the practices behind benchmark results and consider what could work at your utility.
Participation in the First Quartile Peer Community is an exclusive benefit of membership in a First Quartile benchmarking program. The community serves directors, managers, supervisors, analysts, and support staff across customer operations, transmission, distribution, reliability, safety, and related utility functions.
First Quartile Peer Community members connect through discussion forums, the annual Insights Conference, direct peer-to-peer networking, and ad hoc surveys. Sessions can include process walkthroughs, live demonstrations, and working discussions about implementation. Members can also continue conversations directly with peers who have relevant experience.
First Quartile’s peer discussions address the practical issues utility teams are working through, including affordability, credit and collections, customer satisfaction, electronic billing adoption, artificial intelligence, reliability reporting, staffing, and storm response. Members compare approaches and discuss the operating conditions that affected their results.
Yes. First Quartile Peer Community participants operate under a strict confidentiality agreement that supports candid discussion of operational challenges and experience. Contact us to discuss the confidentiality requirements associated with participation.
Regulatory Support
First Quartile Decision Support helps utility leaders explain and support operating decisions with independent benchmark evidence and peer context. We provide targeted analysis for questions about staffing, vegetation management, sourcing, capital investment, and customer operations, including decisions facing board or regulatory scrutiny.
Yes. First Quartile helps utilities use third-party performance evidence to support rate cases, regulatory inquiries, board discussions, and investment decisions. We connect the decision under review with relevant peer costs, outcomes, and operating practices so leaders can explain the basis for their approach.
First Quartile adapts decision support to both planned initiatives and time-sensitive questions. Engagements can include extended support for a rate case or targeted analysis for an upcoming committee meeting. Contact us with your deadline and the decision you need to support so we can discuss the appropriate scope and timing.
Contact First Quartile to discuss your utility’s priorities and the questions you need to answer. Whether you want to understand your performance, learn from peers, address an operational challenge, or support a specific decision, we can help you identify the appropriate starting point.
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