Top-performing electricity utilities across Ontario were recently honored at the Electricity Distributors Association (EDA) Awards Gala in Toronto. The annual program acknowledges a diversity of key accomplishments, landmark customer programs, innovations and best practices from companies delivering Power of Local Hydro across Ontario.
Halton Hills Hydro received the Communications Excellence Award for their innovative approach to engaging customers on their most recent Cost of Service rate application. Utilizing an online engagement website: Have Your Say Halton Hills Hydro, they were able to educate and collaborate with its customers in preparation for the submission. The overall result was a high rate of customer awareness for less than 10 per cent of traditional customer engagement methods.
A 24/7 Space to Engage Stakeholders
In July 2019, Halton Hills Hydro launched a new customer engagement website to gather input for their five year planning process. The site entitled ‘Have Your Say Halton Hills Hydro’, was used to capture customer feedback as the utility develops its 2021-2025 Distribution System Plan.
“Gaining input from a wide range of customers is an important part of our planning process,” said Art Skidmore, President & CEO of Halton Hills Hydro, “This online platform provided us with an innovative way to engage with our customers in an extremely cost-efficient manner.”
The engagement site allowed customers to self-educate and contribute feedback through surveys, quick polls, and idea forums. Customers were asked to comment around a number of topics including reliability, safety, automation, and cost. The accessible and user-friendly site was full of easy to consume information about Halton Hills Hydro’s projects and rate setting process.
“Managing the website internally provided an easy way to adapt messaging to respond to customer’s questions and interests,” said Jennifer Gordon, Project Manager, Halton Hills Hydro. “This allowed us to more fully engage with our customers than we could have done through conventional methods.”
Using Bang the Table’s EngagementHQ online engagement platform provided an effective way for Halton Hills Hydro’s customers to be a part of the decision making process and continue to receive updates on the utility’s distribution system plan.
Get the Stats: Halton Hills Hydro
- Total Customers: 22,000
- Service Area: 280 SQ KM
- Hydro Lines: 1,556 km
- Overhead: 902 km
- Underground: 654 km
- Hydro Poles: 9,126
- Transformers: 4,024
- Municipal Population: 61,161
- Employees: 52
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