INGATE

From The Sip Trunking Experts

TMCNet:  SDG&E Recognized For Outstanding Reliability, Outage Response And Customer Care

[November 28, 2012]

SDG&E Recognized For Outstanding Reliability, Outage Response And Customer Care

SAN DIEGO, Nov. 28, 2012 /PRNewswire via COMTEX/ -- San Diego Gas & Electric (SDG&E) was recognized with top honors at the annual PA Consulting Group (PA) 2012 ReliabilityOne(TM) and ServiceOne awards ceremony, winning the ReliabilityOne Award for reliability performance among utilities in the western states and Canada for the seventh year in a row, the award for "Outstanding Response to a Major Outage Event" for the response to the Pacific Southwest Blackout, and the 2012 ServiceOne Award for outstanding customer care performance among North American utilities.


The ReliabilityOne Award recognizes utilities that have demonstrated superior reliability performance and have excelled in delivering reliable electric service to their customers.

"We are honored to be recognized for the seventh straight year as the 'Best in the West' for electric reliability," said David L. Geier, vice president of electric operations for SDG&E. "Safety, reliability and customer service are the cornerstones of our business and our goal is to make sure that our employees have the tools and training to get the job done safely. We realize this kind of consistency is possible only through the dedication of all of our employees who work round-the-clock to keep the lights on for our customers." "ReliabilityOne Award winners are characterized by their total commitment to service quality," said Jeff Lewis, PA Consulting Group's ReliabilityOne program director. "SDG&E demonstrates its commitment to electric reliability every day from the senior leadership to the field crews and customer service representatives. To be the best in this industry, the entire organization must focus, align, and motivate around reliability." The selection of the ReliabilityOne Award is based on publicly available data on reliability statistics in addition to data PA has gathered independently to evaluate recipients on a regional level; statistics that measure the frequency and duration of customer outages, major events (events that occur on non-SDG&E owned infrastructure are excluded). SDG&E has taken home top honors at the past seven ReliabilityOne awards, including the National award in 2010.

In addition to the ReliabilityOne Award, SDG&E was recognized with the "Outstanding Response to a Major Outage Event" for the utility's response to the Pacific Southwest Blackout that left 1.4 million SDG&E customers without power.

"At SDG&E, we're committed to safety, planning and proactive communication so we can be prepared for the worst - all of which were key factors in restoring power in less than 12 hours to our entire service area," said Michael R. Niggli, president and chief operating officer for SDG&E. "This is just one example of the professionalism our employees demonstrate daily and their ability rise to any challenge they are faced with." The accolades continued as SDG&E was named the joint winner of the national ServiceOne Award for providing exceptional customer service. Criteria for the award covers nearly all the functional areas within customer service operations typical for a North American utility, including the contact center, billing, payment, revenue protection, credit and collections, meter reading and safety.

"Being connected to our customers is our goal each and every day," said Caroline Winn, vice president of customer services. "To be recognized as a leader in customer service and care is a testament to our team's effort to serve as our customer's trusted energy advisor and a one-stop shop for information and services." Highlights of SDG&E's award-winning customer care program include a change in day-to-day operations at SDG&E. For example, "Customer Service Representatives" are now called "Energy Service Specialists" to reflect their role in advising customers on energy management, programs and optional services that meet their individual needs. SDG&E also leverages technology to reach customers through social media, online services and telephone.

"Excellent customer service can only be achieved if it is a core value for a company," said Jerry Sullivan, PA's ServiceOne program director. "This is particularly the case in the utility sector, where increasing demands placed on customer service organizations have challenged traditional delivery strategies, business processes and modes of customer interaction. SDG&E has successfully managed to create outstanding benefits for the customer through a combination of hard work, effective leadership, and an unwavering commitment to service." All utilities operating electric delivery networks in North America are eligible for consideration for the ReliabilityOne and ServiceOne awards. The awards were presented at the 2012 ReliabilityOne and ServiceOne awards ceremony held on Nov. 27 in New York City.

About PA Consulting GroupPA Consulting Group is a firm of more than 2,000 people, specializing in management and IT consulting, technology and innovation. Independent and employee-owned, we operate globally from offices across Europe and the Nordics, the United States, the Gulf and Asia Pacific. PA Consulting works with businesses and governments to anticipate, understand and meet the challenges they face. We have outstanding technology-development capability and a unique breadth of skills, from strategy to performance improvement, from HR to IT. PA Consulting's expertise covers energy, financial services, life sciences and healthcare, government and public services, defense and security, transport and logistics, telecommunications, consumer goods and automotive. PA Consulting Group has partnered with energy clients for over 25 years to help them understand the challenges they face and define and implement an effective strategic response. PA Consulting Group's 2012 ReliabilityOne study, based on standard industry reliability statistics that measure the frequency and duration of electric power outages, has been analyzing electric utility performance since 1987. For more information about PA Consulting Group, visit www.paconsulting.com/energy.

About SDG&ESDG&E is a regulated public utility that provides safe and reliable energy service to 3.4 million consumers through 1.4 million electric meters and more than 850,000 natural gas meters in San Diego and southern Orange counties. The utility's area spans 4,100 square miles. SDG&E is committed to creating ways to help customers save energy and money every day.

(Logo: http://photos.prnewswire.com/prnh/20110106/MM26476LOGO) SOURCE San Diego Gas & Electric (SDG&E)

[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner


Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.