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BREAK OUT SESSION: GROUP 2- CONSUMER EDUCATION/ PUBLIC RELATIONS GROUP
NARUC VOLUNTEERS:Kellie Armstead- DC PSCSusan Corbin – MPSC
NERC Lead Patrick AyendiMaryam Abubakar
KEY TAKE HOMEThe 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
GOAL 1
Create a Commission environment where all Divisions recognize the value of Consumer Education and
Communication
Key Take home: Recommendations
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
STRATEGIES TO ACHIEVING GOAL 1 CONTD
Staff development for consumer education and media staff- briefings from other divisions, utilities, relevant stakeholders, industry professionals.
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
GOAL 3
Based on evaluations and priorities of Communication, create a timely
consumer education and media work plan that engages all the
Division
Key Take home: Recommendations
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
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
GOAL 4
Create a consumer bill of rights that encapsulate the laws and rules that
protects electricity utility customers.
Key Take home: Recommendations
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
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
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
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
Strategies for residential customer- Neighborhood Associations CONTD
Determine the main topic of discussion/ select relevant promotional materials to use
Add relevant contacts to listservPublicize participation in events on website
and social media Work with billing unit to distribute NERC
information door to door
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.
EvaluationSurveys- telephone follow up, door to door,
online, utilitiesSet goals for outreachPost event evaluation form to be complete
by staffMonthly/quarterly/Annual report of activity
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)
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