Maintaining CSAT during Large-Scale System Upgrades

Date: Jan 16, 2019

Time: 2:00 PM ET

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In 2014, Dominion Energy Virginia launched a comprehensive communications campaign to accompany the utility’s Strategic Underground Program (SUP), designed to improve system reliability. Using numerous and evolving channels, Dominion has successfully connected with customers throughout each stage of the SUP initiative, creating effective messaging and maintaining strong project-based customer satisfaction. The utility took home Chartwell’s 2018 Bronze Award in Communications for its efforts.

Attend this webinar to learn how Dominion proactively educates and informs customers before, during and after construction.


 Alan Bradshaw

Alan Bradshaw – Director, Strategic Underground, Dominion Energy Virginia

Alan is the Director of Dominion Energy’s Strategic Underground Program. This relatively new initiative targets the most outage prone overhead lines for conversion to underground in an effort to significantly reduce restoration times. A key learning for Alan in his current role has been that undergrounding power lines is as much a customer initiative as a reliability initiative – and that of course means that effective communications are critical for success. Alan has been with Dominion for 36 years and has also had leadership roles in the company’s Regional Operating Center, in Distribution Design, and in Project Management. 


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