Transforming the ETR Process to Improve Customer Experience

Date: Sep 19, 2018

Time: 2:00 PM ET

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In 2015, LG&E and KU undertook a long-term project to transform the estimated time of restoration (ETR) process. The continuing effort has increased efficiencies around ETRs, ultimately delivering an improved customer experience during outages. Through technology, data analytics and process changes, the initiative focused on promoting distribution operations awareness on the importance of ERT establishment and accuracy as well as cause identification. LG&E and KU took home Chartwell’s 2018 Bronze Award in Outage Communications among large utilities for its efforts, which have improved outage communications as well as power quality and reliability CSAT scores.


        Tim Melton

Tim Melton – Manager Customer Commitment, Louisville Gas & Electric and Kentucky Utilities

Tim is responsible for several customer experience initiatives through the customer complaint resolution and management of all low-income programs for LG&E and KU Energy subsidiaries Louisville Gas & Electric and Kentucky Utilities. Having worked almost 30 years in the utility industry, he has expertise in customer complaint prevention and resolution, customer communications, and building strategic partnerships internally and with external agencies and organizations that interact with LG&E and KU.

 Mike Scott

Mike Scott – Group Leader, Distribution Control Center, Louisville Gas & Electric and Kentucky Utilities

As Group Leader Mike has used his experience in field and operations management to provide beneficial insight into customer needs and expectations. He began his career with LG&E and KU 17 years ago as a lineman followed by various leadership roles within electric distribution operations.



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