Chartwell's Best Practices Awards 2023

This category recognizes initiatives focused on improving customer service and satisfaction related to billing and/or payment programs. Entries may include, but are not limited to, bill redesign, online bill pay, leveraging data and integration of new technologies.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes initiatives designed to improve a utility image or brand, educate customers on issues such as rate cases and safety, increase brand awareness and relay corporate strategy.

Judges will evaluate the following criteria:

• Innovation and originality
• Implementation and execution
• Appeal or attractiveness of campaign or program materials
• Effectiveness – measured results in some or all of the above-noted areas or engagement tracking

This category recognizes initiatives focused on improving customer service and satisfaction through interactions with customer service representatives via phone, social media, chat or other channels or self-service transactions through the IVR. Entries may include, but are not limited to, efforts related to training, systems and technologies.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes initiatives focused on improving customer service and satisfaction via self-service channels such as web, mobile and virtual assistants.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes initiatives designed to promote products and services.

Judges will evaluate the following criteria:

• Innovation and originality
• Implementation and execution
• Appeal or attractiveness of campaign or program material
• Effectiveness – measured results in some or all of the above-noted areas

This category recognizes initiatives focused on serving customers experiencing vulnerability due to financial or social insecurity. Entries may include, but are not limited to, identification tools, customer/community engagement, leveraging data, and developing assistance programs.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes outstanding creative achievement in short video marketing/communications efforts, such as TV spots or digital pre-roll. Chartwell judges will select the Top 3 entries, and the recipients of the People’s Choice Award will be chosen by EMACS attendees. Winners will receive their trophies at the conference.

Submitted videos should be no more than 1 minute long. Each utility can submit up to two videos. Videos must have been released between January 2022 and May 2023.

All entries are due by May 26, 2023.

Step 1:  Choose the category to enter.

Entries are limited to two per category per utility. Some or all of the effort should have been undertaken between January 2022 and May 2023.

Step 2:  Complete the award entry form and attach supporting documents.

Click here for the People’s Choice Video entry form.

If an entry is submitted by a vendor or consultant, it must be with the utility’s permission and list a contact at the utility.

Submissions require a short summary along with a detailed project description (1,800 words maximum in PDF or Word format) that includes the following:

• • A history of the project/program or effort.
  • Details about the effort including significant dates, major participants and target audience. (Note: Some or all of the effort should have been undertaken between January 2022 and May 2023.)
  • The goals and results of the project/program or effort, including how results were measured.
  • The facts and features making the project innovative and unique.
  • How the project meets the criteria for the respective award, as outlined above.
  • The reason it should win the Best Practices Award.

You may upload supporting components along with the submission form, such as print or digital advertisements, video/audio files, social media posts and photographs.

Award entries will become the property of Chartwell Inc. and may be displayed or distributed during EMACS or for Chartwell members on Chartwell’s websites.

The award winners will be announced during the Awards Ceremony and will be recognized in subsequent presentations as well as featured articles in Chartwell’s Insight Center. Images and videos of winners may be used in Chartwell promotional material.

Gold winners agree to present on their award-winning projects at EMACS: The Customer Experience Conference in Orlando. Silver and bronze winners agree to present on their efforts during a Chartwell webinar.

Click here to submit your entry.

People’s Choice submissions require a short summary that includes the following:

• • Where the video was played (TV, utility website, Facebook, YouTube, etc.)
  • The video’s release date (videos must have been released between January 2022 and May 2023)
  • Goals of the video (brand marketing, program participation, etc.)
  • Viewing statistics

Click here to submit your People’s Choice Video entry.