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.

GOAL 2

Monitor trends and evaluate complaints 

Key Take home: Recommendations

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)

Group picture- Group 2