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BREAK OUT SESSION: GROUP 2- CONSUMER EDUCATION/ PUBLIC RELATIONS GROUP

BREAK OUT SESSION: GROUP 2- CONSUMER EDUCATION/ PUBLIC RELATIONS GROUP. NARUC VOLUNTEERS: Kellie Armstead - DC PSC Susan Corbin – MPSC NERC Lead Patrick Ayendi Maryam Abubakar . KEY TAKE HOME.

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BREAK OUT SESSION: GROUP 2- CONSUMER EDUCATION/ PUBLIC RELATIONS GROUP

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  1. BREAK OUT SESSION: GROUP 2- CONSUMER EDUCATION/ PUBLIC RELATIONS GROUP • NARUC VOLUNTEERS: • Kellie Armstead- DC PSC • Susan Corbin – MPSC • NERC Lead • Patrick Ayendi • Maryam Abubakar

  2. KEY TAKE HOME • The group compared experience on the strategies for consumer educational public relation of DC PSC, MPSC and NERC • The group identified • 4 broad goals for NERC • Developed work plan for Abuja campaign as pilot • Developed strategies for these initiatives as recommendation for short term and long term considerations

  3. Key Take home: Recommendations GOAL 1 Create a Commission environment where all Divisions recognize the value of Consumer Education and Communication

  4. STRATEGIES TO ACHIEVING GOAL 1 • Regular debriefing meetings- exchange of knowledge- keep everybody informed- internal electronic communication-internet • Engage all staff in the mission of consumer education and create work groups for specific targeted consumer groups or task based on interests, skills, strengths

  5. STRATEGIES TO ACHIEVING GOAL 1 CONTD • Staff development for consumer education and media staff- briefings from other divisions, utilities, relevant stakeholders, industry professionals.

  6. Key Take home: Recommendations GOAL 2 Monitor trends and evaluate complaints

  7. STRATEGIES TO ACHIEVING GOAL 2 • Until an IT platform for tracking the complaints process is complete, develop a tool that can be used to track and catalogue complaints- Microsoft Access; • More robust NERC complaint form • Develop social media measurements

  8. Key Take home: Recommendations GOAL 3 Based on evaluations and priorities of Communication, create a timely consumer education and media work plan that engages all the Division

  9. STRATEGIES TO ACHIEVING GOAL 3 • Review division work plans to identify upcoming issues impacting consumers • In work plan, identify issues and detail consumer education materials to be used for awareness campaign

  10. STRATEGIES TO ACHIEVING GOAL 3 CONTD • Commission approval of a budget to support consumer education and media work plan • Pilot a consumer education plan in Abuja

  11. Key Take home: Recommendations GOAL 4 Create a consumer bill of rights that encapsulate the laws and rules that protects electricity utility customers.

  12. STRATEGIES TO ACHIEVING GOAL 4 • Cooperate with consumer protection council and any other relevant government and non-governmental agencies to identify relevant consumer protection laws • Identify all NERC regulations impacting electricity consumers

  13. STRATEGIES TO ACHIEVING GOAL 4 CONTD • Develop expectation that utilities will have visible and reliable customer complaints units to uphold the customer bill of rights using the NERC complaint process • Make all consumers aware of the consumer bill of rights and the complaints process

  14. BREAK OUT SESSION: GROUP 2CONSUMER EDUCATION/ PUBLIC RELATIONS Objective of the campaign NERC Awareness: to inform neighborhood residents of their customer rights and obligations. All outreach would also include a component of energy conservation and efficiency

  15. Strategies for residential customer- Neighborhood Associations • Create a list of neighborhood associations and presidents • Attend an association meeting, then contact the association presidents to schedule a briefing to introduce/ educate them about NERC • Request to set up an information booth at the association meeting

  16. Strategies for residential customer- Neighborhood Associations CONTD • Determine the main topic of discussion/ select relevant promotional materials to use • Add relevant contacts to listserv • Publicize participation in events on website and social media • Work with billing unit to distribute NERC information door to door

  17. Strategies for residential customer- Neighborhood Associations CONTD • Leave materials in strategic locations • Identify local events where information booth could be used • Visit local schools and distribute local materials targeting students.

  18. Evaluation • Surveys- telephone follow up, door to door, online, utilities • Set goals for outreach • Post event evaluation form to be complete by staff • Monthly/quarterly/Annual report of activity

  19. EVALUATION OF COMPLAINTS MADE ON WEBSITE AND SOCIAL MEDIA PLATFORMS • Consumer complaints unit of NERC to work with IT to map out the process of handling consumer complaints- CCU, Forum Offices, Zonal Offices and the Commission- especially for those filed using the websites or social media (Facebook, twitter, You tube)

  20. Group picture- Group 2

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