Central Maine Power focuses on initiatives to improve customer experience

Central Maine Power Co. (CMP), a subsidiary of AVANGRID Inc., announced Wednesday several organizational changes and program proposals aimed at improving the customer experience.

CMP is adding several positions to the Customer Service organization to address customer clarity over bills and energy use as well as administration of the company’s Smartcare information system. The company named Linda Ball to the newly created position of vice president of customer service for Maine.

The company also plans to implement a pilot program in partnership with Efficiency Maine Trust to provide home usage assessments for customers who frequently have questions about their electricity use.

In a filing submitted to the Maine Public Utilities Commission (PUC), CMP also proposed a Customer Benefit Fund, within the framework of the current rate case. CMP proposed contributing $6 million to the fund starting on the effective date of the order in the current rate case proceeding by making 12 monthly contributions of $500,000. The PUC would administer the fund to address outstanding customer issues as it sees appropriate. Possible uses for the fund could include compensation for customers impacted by delayed bills or by identified, and since corrected, SmartCare system errors. Proceeding with the proposal is contingent on PUC approval in the rate case.

“I understand that CMP needs to continue to work hard to regain the trust and confidence of our customers,” CMP President and CEO Doug Herling said. “We believe these enhancements to strengthen our Customer Service organization, along with specific customer-focused program offerings and proposals will improve the experience of all CMP customers.”