Daly: PSEG's promise to Long Island customers
PSEG will take over day-to-day operations of LIPA, as well as management duties, including budgeting and power-plant planning on Jan. 1, 2014. (Oct. 29, 2012) Credit: Tariq Zehawi
Keeping the lights on isn't just a job for us: It's our mission. Year after year, PSEG has been recognized by our customers and peers for being one of America's best utilities. We pledge to our 1.1 million new customers that we will replicate this success on Long Island and the Rockaway peninsula.
As our company assumes operations for the Long Island Power Authority on New Year's, we know you -- our new customers -- expect a lot from us. We know you have been dissatisfied in the past. That's why our focus, energy and investment will be on understanding and satisfying your needs and improving storm response. We're committed to achieving these goals while freezing rates for two years. It won't be easy but we won't rest until the people of Long Island have the service they deserve. Our aim is to take your electric utility from last in customer satisfaction to one of the best utilities in the country in five years.
The state negotiated a tough contract, and our performance will be judged by our customers. We welcome that. These changes will not occur overnight, but we will work as fast as we can. We will be transparent when things go wrong and be clear about what must be done to fix them. We will work very hard to make sure that customers see measurable changes by the end of 2014.
On day one, we plan to make our service more responsive. We will monitor customer interaction on a real-time basis so we can immediately identify opportunities for improvement. Next summer, our call centers will be outfitted with new technology -- making our response time quicker and allowing us to keep you better informed.
On day one, we will be investing to make our energy infrastructure stronger. From fortifying existing assets, such as substations, to modernizing technology, hundreds of millions of dollars will create a more resilient electric system. Trees are the largest single cause of outages, so we will be expanding tree-trimming programs while maintaining industry best practices.
I wish I could say there will be no more storms, but the wind will still blow, trees will still fall and the power will still go out on occasion. But rest assured, when our customers call to report outages, the voice on the other end will be backed by thousands of hardworking PSEG Long Island employees and the best technology available. Next summer, we will install an automated outage management system to ensure that we respond to storms faster.
The leadership team at PSEG Long Island has experience on the front lines of natural disasters. I worked with the team responsible for overseeing storm logistics at PSE&G, the PSEG subsidiary providing electricity in New Jersey, during superstorm Sandy, ensuring thousands of utility workers had the equipment, materials and support to restore power to 1.7 million customers.
In the first three days after Sandy, we restored power to more than a million customers. Our quick action earned PSE&G awards for outstanding storm response. We are committed to achieving this same level of excellence on Long Island and the Rockaways.
In the aftermath of Sandy, Gov. Andrew M. Cuomo stressed the importance of not only rebuilding, but also building better than before. PSEG Long Island is doing just that.
Great customer service starts with a two-way dialogue, so you will be hearing from us as we work to make Long Island and the Rockaways a better place to live and work. We pledge to listen to you and respond to your needs. Whether you call, text, email or tweet -- we'll be there.
That is our promise.
David M. Daly is the president and chief operating officer of PSEG Long Island, which will serve 1.1 million electric customers on Long Island and in the Rockaways beginning on Jan. 1.
