THE SOURCE - Spring 2018 - 22

feature

New White Paper
Offers Guidance

to Natural Gas Utilities on Thriving
in a Changing Landscape

N
By HomeServe

atural gas utilities in the U.S. are in the midst of perhaps the most exciting and challenging time in
their long history. "Natural Gas Utilities, Securing the Future" is a recent white paper that examines the
current challenges of aging pipeline infrastructure, environmental concerns and declining gas usage,
and offers strategies for improving customer engagement by enhancing communications and offering
value-added services. The white paper is authored by Commissioner Emeritus Timothy Alan Simon,
appointed to the California Public Utilities Commission by Governor Schwarzenegger in 2007 and

ending a six-year term in December of 2012. He served as a member of the National Association of Regulatory Utility Commissioners
(NARUC) Board of Directors, Chair of NARUC's Gas Committee, and is a current member of the National Petroleum Council.
Although natural gas prices are
low and seemingly stable, geographic
sources of natural gas have changed and
electric utilities are using significantly
more gas for power production than just
a short time ago. That puts increasing
pressure on an often aging pipeline
infrastructure that is under increased
scrutiny by regulators in terms of public
safety. Environmental questions have
been raised about the technology
used in achieving this new supply
abundance. In addition, consumers
are more conservation-oriented
and this, combined with technology
improvements in appliance efficiency,
has continued the long decline in gas
usage per customer.
In the white paper, Simon suggests
that the chief way to attract and

retain customers is to become a
"trusted partner" and make customer
satisfaction the center of the utility's
mission. "According to an Accenture
Global Consumer Trends Survey, in
2013, 51 percent of consumers in the
U.S. switched brands or businesses due
to poor customer service, which is a
5 percent increase from the previous
year, and 81 percent of those who
switched said the company could
have done something to stop them.
Customers, now more than ever, feel
empowered to make a switch, knowing
that if a current company or service is not
providing them with adequate attention
and recognition, someone else in the
marketplace will."
As part of increasing customer
engagement, Simon addresses the

22 THE SOURCE | THE VOICE AND CHOICE OF PUBLIC GAS

opportunity for utilities to offer value
added services, such as moving
assistance and home repair services. In
the case of home repair services, this
is an opportunity for the gas utility to
provide a solution to their customers
that, in many cases, the customer
believes the utility should be solving.
When a customer experiences a problem
with their gas line or gas appliance,
many will call the utility only to find
out that the utility is not responsible
for the repair and cannot even
recommend a contractor. This can lead to
dissatisfaction with the utility. Partnering
with a company who can provide
those services to customers when they
need them is a great way for a utility
to build trust and enhance customer
engagement.



Table of Contents for the Digital Edition of THE SOURCE - Spring 2018

First Person
APGA Events
Disasters Bring Challenges and Opportunities
Furnace Rule Update
APGA Strategic Planning
Conversation with an APGA member: Tallahassee
NGSA’s Winter Natural Gas Outlook Projects Record Demand, Matched by Robust Storage and Production
Promoting Gas Market Growth
New White Paper Offers Guidance to Natural Gas Utilities on Thriving in a Changing Landscape
Legislative Outlook
Marketing Matters
At Last
Advertiser's Index/ Advertiser.com
THE SOURCE - Spring 2018 - Intro
THE SOURCE - Spring 2018 - ebelly1
THE SOURCE - Spring 2018 - ebelly2
THE SOURCE - Spring 2018 - cover1
THE SOURCE - Spring 2018 - cover2
THE SOURCE - Spring 2018 - 3
THE SOURCE - Spring 2018 - 4
THE SOURCE - Spring 2018 - 5
THE SOURCE - Spring 2018 - 6
THE SOURCE - Spring 2018 - 7
THE SOURCE - Spring 2018 - First Person
THE SOURCE - Spring 2018 - 9
THE SOURCE - Spring 2018 - APGA Events
THE SOURCE - Spring 2018 - Disasters Bring Challenges and Opportunities
THE SOURCE - Spring 2018 - 12
THE SOURCE - Spring 2018 - Furnace Rule Update
THE SOURCE - Spring 2018 - APGA Strategic Planning
THE SOURCE - Spring 2018 - 15
THE SOURCE - Spring 2018 - Conversation with an APGA member: Tallahassee
THE SOURCE - Spring 2018 - 17
THE SOURCE - Spring 2018 - NGSA’s Winter Natural Gas Outlook Projects Record Demand, Matched by Robust Storage and Production
THE SOURCE - Spring 2018 - 19
THE SOURCE - Spring 2018 - Promoting Gas Market Growth
THE SOURCE - Spring 2018 - 21
THE SOURCE - Spring 2018 - New White Paper Offers Guidance to Natural Gas Utilities on Thriving in a Changing Landscape
THE SOURCE - Spring 2018 - 23
THE SOURCE - Spring 2018 - Legislative Outlook
THE SOURCE - Spring 2018 - 25
THE SOURCE - Spring 2018 - Marketing Matters
THE SOURCE - Spring 2018 - 27
THE SOURCE - Spring 2018 - 28
THE SOURCE - Spring 2018 - At Last
THE SOURCE - Spring 2018 - Advertiser's Index/ Advertiser.com
THE SOURCE - Spring 2018 - cover3
THE SOURCE - Spring 2018 - cover4
THE SOURCE - Spring 2018 - outsert1
THE SOURCE - Spring 2018 - outsert2
THE SOURCE - Spring 2018 - outsert3
THE SOURCE - Spring 2018 - outsert4
https://www.nxtbook.com/naylor/PGAQ/PGAQ0218
https://www.nxtbook.com/naylor/PGAQ/PGAQ0118
https://www.nxtbook.com/naylor/PGAQ/PGAQ0417
https://www.nxtbook.com/naylor/PGAQ/PGAQ0317
https://www.nxtbook.com/naylor/PGAQ/PGAQ0217
https://www.nxtbook.com/naylor/PGAQ/PGAQ0117
https://www.nxtbook.com/naylor/PGAQ/PGAQ0416
https://www.nxtbook.com/naylor/PGAQ/PGAQ0316
https://www.nxtbook.com/naylor/PGAQ/PGAQ0216
https://www.nxtbook.com/naylor/PGAQ/PGAQ0116
https://www.nxtbook.com/naylor/PGAQ/PGAQ0415
https://www.nxtbook.com/naylor/PGAQ/PGAQ0315
https://www.nxtbook.com/naylor/PGAQ/PGAQ0215
https://www.nxtbook.com/naylor/PGAQ/PGAQ0115
https://www.nxtbookmedia.com