THE SOURCE - Summer 2018 - 19

groups at Easton Utilities to respond
effectively and consistently to an
incident (operational, environmental,
or other). The plan was announced
and training was conducted for
all employees.
4. What are any marketing or
communication protocol or projects
that you have in place?
We work hard to engage our
customers and the community through
a variety of platforms. The use of our
website, social media, radio, commercials
and messaging on our own cable system,
newspaper articles and our Customer
Connections newsletter are essential
tools for Easton Utilities.
We believe sharing gas safety
messages is critical and we constantly
measure the reach and effectiveness of
our efforts.

We are also active participants on the
Marketing and Sales Committee.
6. What is your system's relationship
like with customers? How important is
customer service?
Easton Utilities is committed to
safety, reliability and innovation with
a mission to enhance the quality of life
in our community. Our employees live
and work in our service territory adding
a level of dedication and accountability
resulting in exceptional customer service.
The level of customer satisfaction is

measured annually through a formal
survey conducted by a third party. The
scores consistently exceed the industry
benchmark achieving between a 92
percent to 97 percent positive index
rating. Committed to extraordinary
customer service, Easton Utilities
continues to recognize the need for a
live person to answer the phone and
handle customer concerns. As a pillar of
the community, we also support over
60 local non-profit organizations and
participate in a variety of events held in
our area.

5. How do you most utilize
APGA membership?
We are proud members of APGA
and find great value in the resources
provided to us. We are involved in
industry discussions and appreciate and
utilize the best practices shared. The
APGA Community site helps us address
federal mandates, operational concerns
and other related industry issues. This
provides a seamless, real-time interaction
with peers and subject matter experts.
Jim Crowley, the Gas & Meter
Department Manager is on the APGA
Board as well as other APGA regulatory
and operational focused committees.
THE SOURCE | SUMMER 2018, VOL. 10, ISSUE 4 19


http://www.eastonutilities.com

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

APGA Events
First Person
2018 Starts off with Gas Records
Energy Regulatory Update
The Result of Not Addressing Increasing Cybersecurity Risk
Conversation with an APGA Member
APGA Leads Charge to Lower Pipeline Rates to Match Lower Tax Rates
Legislative Outlook
Enhancing Resilience of Critical Infrastructure with Combined Heat and Power
The Pipeline
The Importance of Getting Involved with State and Local Building Code Developments
At Last
Advertisers’ Index/Advertiser.com
THE SOURCE - Summer 2018 - Intro
THE SOURCE - Summer 2018 - bellyband1
THE SOURCE - Summer 2018 - bellyband2
THE SOURCE - Summer 2018 - cover1
THE SOURCE - Summer 2018 - cover2
THE SOURCE - Summer 2018 - 3
THE SOURCE - Summer 2018 - 4
THE SOURCE - Summer 2018 - 5
THE SOURCE - Summer 2018 - 6
THE SOURCE - Summer 2018 - APGA Events
THE SOURCE - Summer 2018 - First Person
THE SOURCE - Summer 2018 - 9
THE SOURCE - Summer 2018 - 2018 Starts off with Gas Records
THE SOURCE - Summer 2018 - 11
THE SOURCE - Summer 2018 - Energy Regulatory Update
THE SOURCE - Summer 2018 - 13
THE SOURCE - Summer 2018 - The Result of Not Addressing Increasing Cybersecurity Risk
THE SOURCE - Summer 2018 - 15
THE SOURCE - Summer 2018 - 16
THE SOURCE - Summer 2018 - 17
THE SOURCE - Summer 2018 - Conversation with an APGA Member
THE SOURCE - Summer 2018 - 19
THE SOURCE - Summer 2018 - APGA Leads Charge to Lower Pipeline Rates to Match Lower Tax Rates
THE SOURCE - Summer 2018 - 21
THE SOURCE - Summer 2018 - Legislative Outlook
THE SOURCE - Summer 2018 - Enhancing Resilience of Critical Infrastructure with Combined Heat and Power
THE SOURCE - Summer 2018 - 24
THE SOURCE - Summer 2018 - 25
THE SOURCE - Summer 2018 - The Pipeline
THE SOURCE - Summer 2018 - The Importance of Getting Involved with State and Local Building Code Developments
THE SOURCE - Summer 2018 - 28
THE SOURCE - Summer 2018 - At Last
THE SOURCE - Summer 2018 - Advertisers’ Index/Advertiser.com
THE SOURCE - Summer 2018 - cover3
THE SOURCE - Summer 2018 - cover4
THE SOURCE - Summer 2018 - divider1
THE SOURCE - Summer 2018 - divider2
THE SOURCE - Summer 2018 - 35
THE SOURCE - Summer 2018 - 36
THE SOURCE - Summer 2018 - 40
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