FOR IMMEDIATE RELEASE -- November 09, 2017
Contact: Kevin Kelly (573) 751-9300
PSC ANNOUNCES CUSTOMER EXPERIENCE DEPARTMENT
JEFFERSON CITY—The Missouri Public Service Commission has announced the creation of a Customer Experience Department. The new department will be a part of the Public Service Commission Staff Division.
“Through the creation of the Customer Experience Department, we are acknowledging and embracing a nationwide movement towards more customer-focused utility service,” said PSC Chairman Daniel Hall. “This transformation is being fueled by new technology and initiatives that allow customers more options, and it is imperative that regulation keeps pace.”
The Customer Experience Department will monitor all customer-facing activities and experiences, including investigating and making recommendations to the Commission on issues related to the customer experience.
“I am excited about the creation of this important department as we continue to engage consumers all across Missouri on utility-related matters,” said PSC Commissioner Maida Coleman. Commissioner Coleman was recently appointed as chair of the National Association of Regulatory Utility Commissioners (NARUC) Committee on Consumer Affairs. “As part of its mission, this department will continue the Commission’s role in outreach and education activities.”
With a focus on customer expectations and experiences, the Customer Experience Department will provide testimony and recommendations on customer experience issues before the Commission; monitor and respond to certain public comments; handle customer complaints; participate in developing or monitoring utility performance metrics proposals and utility infrastructure/grid modernization proposals; and monitor low income proposals. The department will also participate in emerging utility issues such as energy efficiency, solar subscriber proposals, Automated Meter Infrastructure (AMI) deployment, modified rate design and on-bill financing.
Contessa King, who has been with the Public Service Commission for nearly 16 years, has been named manager of the Customer Experience Department. Ms. King has served as the Commission’s Outreach & Diversity Officer, Consumer Outreach Coordinator, and Consumer Services Coordinator/Specialist. She also spent several years with Benedek Broadcasting.