Public Power - June 2008 - (Page 45) practice initiatives adopted at varying levels and with varying methodologies. Based on the survey responses, we asked several leading utilities to assist in preparing case studies about their practices and improvement initiatives, including: Chattanooga Electric Power Board in Tennessee, Fayetteville Department of Public Works in North Carolina, Lansing Board of Light and Water in Michigan, Redding Municipal Utility Department in California, and Sacramento Municipal Utility District in California. The case examples prepared for each utility describe more about each utility and how it implemented its improvements. Management experts frequently counsel organizations on the importance of “constancy of purpose” and the need to “manage change.” Benchmarking helps achieve these goals. By focusing on fundamental performance measures, the organization demonstrates its commitment to a constant purpose. By identifying and adapting best practices, the organization identifies the path to change. The participants in the 2007 APPA Customer Service Benchmarking Study demonstrated their commitment to both of these principles. Newer participants focused on assessing performance, setting goals, and identifying improvement opportunities, while more seasoned participants focused on identifying and adapting best practices and reinforcing the change efforts. The upcoming 2008 version of the study should provide the opportunity for an even larger group of utilities to participate, creating growing benefits for all the participants. ❚ The authors are associates of First Quartile Consulting which conducted the 2007 Customer Service Benchmarking survey for APPA. RUBINand RUDMANLLP Attorneys at Law vCentrix makes deploying high-quality, reliable VoIP easy. Our fully hosted solutions provide an immediate path to offering VoIP and realizing big bottom line results without big capital expense. vCentrix www.vcentrix.net 617-904-5000 Sales sales@vCentrix.net Call vCentrix today to learn more about increasing your RPUs and margins. KENNETH M. BARNA NEAL B. COSTELLO ROBERT A. FASANELLA DAVID C. FIXLER LAUREN A. LISS ROBERT D. SHAPIRO KEREN SCHLOMY REBECCA C. TEPPER AMY E. KWESELL DAVID C. McSWEENEY JOHN A. DeTORE KARLA J. DOUKAS PETER J. FEUERBACH ANDREW O. KAPLAN DIEDRE T. LAWRENCE CHRISTOPHER J. POLLART DONNA C. SHARKEY GLENN A. WOOD MATTHEW H. SNELL www.rubinrudman.com JUNE 2008 45 www.APPAnet.org http://www.rubinrudman.com http://www.vcentrix.net http://www.APPAnet.org
Table of Contents Feed for the Digital Edition of Public Power - June 2008 Public Power - June 2008 Contents Perspective 10 Questions Finding Common Ground on Climate Change Solutions A Patchwork Approach to Renewable Energy Whose Grid Is It Anyway? The Little Utility That Could Benchmarking Customer Service Can Prairie Hay Power Your Town? Storming the Control Room Investing in the Smart Grid Coming of Age: Superconducting Cables Community Broadband Economic Development Customer Service Human Resources For Governing Boards Safety Parting Shot Public Power - June 2008 Public Power - June 2008 - Public Power - June 2008 (Page Cover1) Public Power - June 2008 - Public Power - June 2008 (Page Cover2) Public Power - June 2008 - Public Power - June 2008 (Page 1) Public Power - June 2008 - Public Power - June 2008 (Page 2) Public Power - June 2008 - Contents (Page 3) Public Power - June 2008 - Contents (Page 4) Public Power - June 2008 - Contents (Page 5) Public Power - June 2008 - Contents (Page 6) Public Power - June 2008 - Contents (Page 7) Public Power - June 2008 - Contents (Page 8) Public Power - June 2008 - Contents (Page 9) Public Power - June 2008 - Perspective (Page 10) Public Power - June 2008 - Perspective (Page 11) Public Power - June 2008 - 10 Questions (Page 12) Public Power - June 2008 - 10 Questions (Page 13) Public Power - June 2008 - 10 Questions (Page 14) Public Power - June 2008 - 10 Questions (Page 15) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 16) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 17) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 18) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 19) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 20) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 21) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 22) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 23) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 24) Public Power - June 2008 - Finding Common Ground on Climate Change Solutions (Page 25) Public Power - June 2008 - A Patchwork Approach to Renewable Energy (Page 26) Public Power - June 2008 - A Patchwork Approach to Renewable Energy (Page 27) Public Power - June 2008 - A Patchwork Approach to Renewable Energy (Page 28) Public Power - June 2008 - A Patchwork Approach to Renewable Energy (Page 29) Public Power - June 2008 - Whose Grid Is It Anyway? (Page 30) Public Power - June 2008 - Whose Grid Is It Anyway? (Page 31) Public Power - June 2008 - Whose Grid Is It Anyway? (Page 32) Public Power - June 2008 - Whose Grid Is It Anyway? (Page 33) Public Power - June 2008 - Whose Grid Is It Anyway? (Page 34) Public Power - June 2008 - Whose Grid Is It Anyway? (Page 35) Public Power - June 2008 - The Little Utility That Could (Page 36) Public Power - June 2008 - The Little Utility That Could (Page 37) Public Power - June 2008 - The Little Utility That Could (Page 38) Public Power - June 2008 - The Little Utility That Could (Page 39) Public Power - June 2008 - The Little Utility That Could (Page 40) Public Power - June 2008 - The Little Utility That Could (Page 41) Public Power - June 2008 - Benchmarking Customer Service (Page 42) Public Power - June 2008 - Benchmarking Customer Service (Page 43) Public Power - June 2008 - Benchmarking Customer Service (Page 44) Public Power - June 2008 - Benchmarking Customer Service (Page 45) Public Power - June 2008 - Can Prairie Hay Power Your Town? (Page 46) Public Power - June 2008 - Can Prairie Hay Power Your Town? (Page 47) Public Power - June 2008 - Can Prairie Hay Power Your Town? (Page 48) Public Power - June 2008 - Can Prairie Hay Power Your Town? (Page 49) Public Power - June 2008 - Storming the Control Room (Page 50) Public Power - June 2008 - Storming the Control Room (Page 51) Public Power - June 2008 - Storming the Control Room (Page 52) Public Power - June 2008 - Storming the Control Room (Page 53) Public Power - June 2008 - Storming the Control Room (Page 54) Public Power - June 2008 - Storming the Control Room (Page 55) Public Power - June 2008 - Investing in the Smart Grid (Page 56) Public Power - June 2008 - Investing in the Smart Grid (Page 57) Public Power - June 2008 - Investing in the Smart Grid (Page 58) Public Power - June 2008 - Investing in the Smart Grid (Page 59) Public Power - June 2008 - Investing in the Smart Grid (Page 60) Public Power - June 2008 - Coming of Age: Superconducting Cables (Page 61) Public Power - June 2008 - Coming of Age: Superconducting Cables (Page 62) Public Power - June 2008 - Coming of Age: Superconducting Cables (Page 63) Public Power - June 2008 - Community Broadband (Page 64) Public Power - June 2008 - Community Broadband (Page 65) Public Power - June 2008 - Community Broadband (Page 66) Public Power - June 2008 - Community Broadband (Page 67) Public Power - June 2008 - Economic Development (Page 68) Public Power - June 2008 - Economic Development (Page 69) Public Power - June 2008 - Customer Service (Page 70) Public Power - June 2008 - Human Resources (Page 71) Public Power - June 2008 - For Governing Boards (Page 72) Public Power - June 2008 - For Governing Boards (Page 73) Public Power - June 2008 - For Governing Boards (Page 74) Public Power - June 2008 - Safety (Page 75) Public Power - June 2008 - Safety (Page 76) Public Power - June 2008 - Safety (Page 77) Public Power - June 2008 - Safety (Page 78) Public Power - June 2008 - Safety (Page 79) Public Power - June 2008 - Parting Shot (Page 80) Public Power - June 2008 - Parting Shot (Page Cover3) Public Power - June 2008 - Parting Shot (Page Cover4)
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