2001 Triple Bottom Line Report - BC Hydro

C U S T O M E R R E L A T I O N S
BC Hydro is developing a more customer-focused billing
information system.
We are moving to manage information by customer rather than
by specific accounts. Our Customer Information Systems (CIS)
review project has completed research to define cross-company
needs for the new system, and to identify marketplace options.
Until CIS is implemented, our existing Sales and Marketing
Information (SAMI) systems will collect various account-based
data from throughout the company for translation into
customer-centric information. Understanding what is happening
with specific customers at all touchpoints across BC Hydro is
part of our Customer Relationship Management (CRM) strategy
to ensure we provide one consistent face to customers, which
CIS is designed to serve.
C U S T O M E R S E R V I C E S J O I N T V E N T U R E
In July 2000, the Boards of Directors of BC Hydro and BC Gas
agreed to pursue the creation of Servco and Retailco, two 50/50
joint venture companies aimed at providing shared customer
care and retail customer services.
On December 21, 2000, BC Hydro and BC Gas announced that
these two joint venture companies would not proceed. At the
time the initial Memorandum of Understanding was signed,
BC Hydro and BC Gas recognized that their differences created
E C O N O M I C B O T T O M L I N E | 6 6
Another strategy bridging BC Hydro to CIS is a data warehouse
we created to organize and store information from our
billing system, and from operational systems such as SAMI.
The warehouse also provides data for research and analysis.
BC Hydro also developed a new energy measurement strategy
last year to improve customer service and take advantage of
business opportunities. It introduced two new performance
measures for reading customers’ meters: Meter Reading Accuracy
and Meter Reading Timeliness. Both measures help ensure
customers receive a timely and accurate bill. The strategy also
included initiatives related to growing our business through
providing meter reading services to other utilities, and by
introducing technologies to improve our meter reading efficiency.
a number of issues. A more detailed review during the process
revealed the issues would be more difficult to overcome than
had initially been anticipated.
Although both companies were disappointed that they were
unable to conclude the agreement, BC Hydro believes the
concept is a good one and will continue to explore other
options and partnerships that make sense for our customers
and our business.