Golden opportunity to improve customer satisfaction

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Electric utilities that keep customers well informed during planned service outages should expect to score higher marks for customer service and satisfaction, new Chartwell research suggests.

About nine out of 10 respondents to a recent survey of electricity customers from the U.S. and Canada considered it important or very important that their utility let them know when the power will be out due to maintenance. This aspect of outage communications was even more important to the 1,500 utility customers who were surveyed than estimated times of restoration (ETOR), which is often the primary concern for utilities seeking to improve in this area.

Electric utilities should keep this customer preference in mind as they begin to install new smart grid technologies and make other infrastructure improvements that will require short- or long-term power shutdowns, says Scott Johnson, Chartwell senior research analyst.

"With the rollout of smart metering programs across the country, utilities have a unique opportunity to reach out to customers and keep them fully informed, thus turning a potentially negative situation into a positive one. Utilities that perform well may be able to improve their customer satisfaction and build goodwill that will prove useful should they be faced with a major outage in the future," Johnson says.

The survey was conducted in October. Details of the outage communications survey questions, which included utility customer preferences for contact channels and opinions on social media, are provided exclusively to members of the Chartwell Outage Communications Group, a membership-based service. Participation helps members improve outage communications programs and customer satisfaction through collaborative consulting, sharing practices, and building relationships.

Outage Communications Group members include some of the largest and best utilities in the U.S. and Canada. Chartwell conducts group-directed research and serves as a repository for information gathered on technologies and concepts. To date, Chartwell has identified a number of significant outage communication trends concerning ETOR targets and accuracy, text messaging and mobile Web, and "blue-sky" performance. The group has also looked at proactive communication in front of planned outages.

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Georgia Power customers to see $21 reduction on June bills

Georgia Power June bill credit delivers PSC-approved savings, lower fuel rates, and COVID-19 relief for residential customers, driven by natural gas prices and 2018 earnings, with typical 1,000 kWh users seeing June bill reductions.

 

Key Points

A PSC-approved one-time credit and lower fuel rates reducing June bills for Georgia Power residential customers.

✅ $11.29 credit for 1,000 kWh usage on June bills

✅ Fuel rate cut saves $10.26 per month from June to September 2020

✅ PSC-approved $51.5M credit based on Georgia Power's 2018 results

 

Georgia Power announced that the typical residential customer using 1,000-kilowatt hours will receive an $11.29 credit on their June bill, reflecting a lump-sum credit model also used elsewhere.

This reflects implementation of a one-time $51.5 million credit for customers, similar to Gulf Power's bill decrease efforts, approved by the Georgia Public Service Commission, as a result of

Georgia Power's 2018 financial results.

Pairing the June credit with new, lower fuel rates recently announced, the typical residential customer would see a reduction of $21.55 in June, even as some regions face increases like Pennsylvania's winter price hikes elsewhere.

The amount each customer receives will vary based on their 2018 usage. Georgia Power will apply the credit to June bills for customers who had active accounts as of Dec. 31, 2018, and are still active or receiving a final bill as of June 2020, and the company has issued pandemic scam warnings to help customers stay informed.

Fuel rate lowered 17.2 percent

In addition to the approved one-time credit in June, the Georgia PSC recently approved Georgia Power’s plan to reduce its fuel rates by 17.2 percent and total billings by approximately $740 million over a two-year period. The implementation of a special interim reduction will provide customers additional relief during the COVID-19 pandemic through even lower fuel rates over the upcoming 2020 summer months. The lower fuel rate and special interim reduction will lower the total bill of a typical residential customer using an average of 1,000-kilowatt hours by a total of $10.26 per month from June through September 2020.

The reduction in the company’s fuel rate is driven primarily by lower natural gas prices, even as FPL proposed multiyear rate hikes in Florida, as a result of increased natural gas supplies, which the company is able to take advantage of to benefit customers due to its diverse generation sources.

February bill credit due to tax law savings

Georgia Power completed earlier this year the third and final bill credit associated with the Tax Cuts and Jobs Act of 2017, resulting in credits totaling $106 million. The typical residential customer using an average of 1,000 kilowatt-hours per month received a credit of approximately $22 on their February Georgia Power bill, a helpful offset as U.S. electric bills rose 5% in 2022 according to national data.

 

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Ontario faces growing electricity supply gap, study finds

Ontario Electricity Capacity Gap threatens reliability as IESO forecasts shortfalls from the Pickering shutdown and rapid electrification, requiring new low-emission nuclear generation to meet net-zero targets, maintain baseload, and stabilize the grid.

 

Key Points

Expected 2030 shortfalls from Pickering closure and electrification, requiring new low-emission nuclear to meet net-zero.

✅ IESO projects a 3.6-9.5 GW capacity gap by 2030

✅ Pickering shutdown removes baseload, stressing reliability

✅ New low-emission nuclear needed to meet net-zero targets

 

Ontario faces an electricity supply shortage and reliability risks in the next four to eight years and will not meet net-zero objectives without building new low-emission, nuclear generation starting as soon as possible, according to a report released yesterday by the Power Workers' Union (PWU). The capacity needed to fill the expected supply gap will be equivalent to doubling the province's planned nuclear fleet in eight years.

The planned closure of the Pickering nuclear power plant in 2025 and the increase in demand from electrification of the economy are the drivers behind a capacity gap in 2030 of at least 3.6 GW which could widen to as much as 9.5 GW, Electrification Pathways for Ontario to Reduce Emissions, finds. Ontario's Independent Electricity System Operator (IESO) has since 2013 been forecasting a significant gap in the province's electricity supply due the closure of Pickering, but has been underestimating the impact of electrification, the report says.

In addition, the electrification of buildings, transport and industry sectors that will be needed to achieve goals of net-zero emissions by 2050 that being set by the federal government and civil society will see the province's electricity demand increase by at least 130% over current planning forecasts, and potentially by over 190%. Leveraging electricity, natural gas and hydrogen synergies can reduce supply needs, but 55 GW of new electricity capacity, including new large-scale nuclear plants, will still be needed by 2050 - four times Ontario's current nuclear and hydro assets - the report finds.

These findings underscore the urgent need for a paradigm shift in Ontario's electricity planning and procurement process, the authors say, adding that immediate action is needed both to mitigate the system reliability risks and enable the significant societal benefits needed to pursue net-zero objectives. Planning for procurement to replace Pickering's capacity, or to pursue life extension options, must begin as soon as possible.

"Policymakers around the world realise climate change can't be tackled without nuclear. Ontario's nuclear fleet has delivered emissions reductions for over 50 years," PWU President Jeff Parnell said. "In fact, without building new nuclear units, Ontario will miss its emission reduction targets and carbon emissions from electricity generation will rise dramatically, as explored in why Ontario's power could get dirtier today."

"This report clearly shows that Ontario cannot sustain the low-carbon status of its hydro and nuclear-based electricity system, decarbonise its economy and meet its carbon reduction targets without new nuclear or continued operation at Pickering in the near term. Most disturbing is the fact that we are already well behind and needed to start planning for this capacity yesterday," he said.

The six operating Candu reactors at Ontario Power Generation's Pickering plant have been kept in operation to provide baseload electricity during the refurbishment of units at the Darlington and Bruce plants. Currently, the company plans to shut down Pickering units 1 and 4 in 2024 and units 5 to 8 in 2025, even as Ontario moves to refurbish Pickering B to extend life.

 

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Baltic States Disconnect from Russian Power Grid, Join EU System

Baltic States EU Grid Synchronization strengthens energy independence and electricity security, ending IPS/UPS reliance. Backed by interconnectors like LitPol Link, NordBalt, and Estlink, it aligns with NATO interests and safeguards against subsea infrastructure threats.

 

Key Points

A shift by Estonia, Latvia, and Lithuania to join the EU grid, boosting energy security and reducing Russian leverage.

✅ Synchronized with EU grid on Feb 9, 2025 after islanding tests.

✅ New interconnectors: LitPol Link, NordBalt, Estlink upgrades.

✅ Reduces IPS/UPS risks; bolsters NATO and critical infrastructure.

 

In a landmark move towards greater energy independence and European integration, the Baltic nations of Estonia, Latvia, and Lithuania have officially disconnected from Russia's electricity grid, a path also seen in Ukraine's rapid grid link to the European system. This decisive action, completed in February 2025, not only ends decades of reliance on Russian energy but also enhances the region's energy security and aligns with broader geopolitical shifts.

Historical Context and Strategic Shift

Historically, the Baltic states were integrated into the Russian-controlled IPS/UPS power grid, a legacy of their Soviet past. However, in recent years, these nations have sought to extricate themselves from Russian influence, aiming to synchronize their power systems with the European Union (EU) grid. This transition gained urgency following Russia's annexation of Crimea in 2014 and further intensified after the invasion of Ukraine in 2022, as demonstrated by Russian strikes on Ukraine's grid that underscored energy vulnerability.

The Disconnection Process

The process culminated on February 8, 2025, when Estonia, Latvia, and Lithuania severed their electrical ties with Russia. For approximately 24 hours, the Baltic states operated in isolation, conducting rigorous tests to ensure system stability and resilience, echoing winter grid protection efforts seen elsewhere. On February 9, they successfully synchronized with the EU's continental power grid, marking a historic shift towards European energy integration.

Geopolitical and Security Implications

This transition holds significant geopolitical weight. By disconnecting from Russia's power grid, the Baltic states reduce potential leverage that Russia could exert through energy supplies. The move also aligns with NATO's strategic interests, enhancing the security of critical infrastructure in the region, amid concerns about Russian hacking of US utilities that highlight cyber risks.

Economic and Technical Challenges

The shift was not without challenges. The Baltic states had to invest heavily in infrastructure to ensure compatibility with the EU grid and navigate regional market pressures such as a Nordic grid blockade affecting transmission capacity. This included constructing new interconnectors and upgrading existing facilities. For instance, the LitPol Link between Lithuania and Poland, the NordBalt cable connecting Lithuania and Sweden, and the Estlink between Estonia and Finland were crucial in facilitating this transition.

Impact on Kaliningrad

The disconnection has left Russia's Kaliningrad exclave isolated from the Russian power grid, relying solely on imports from Lithuania. While Russia claims to have measures in place to maintain power stability in the region, the long-term implications remain uncertain.

Ongoing Security Concerns

The Baltic Sea region has experienced heightened security concerns, particularly regarding subsea cables and pipelines. Increased incidents of damage to these infrastructures have raised alarms about potential sabotage, including a Finland cable damage investigation into a suspected Russian-linked vessel. Authorities continue to investigate these incidents, emphasizing the need for robust protection of critical energy infrastructure.

The successful disconnection and synchronization represent a significant step in the Baltic states' journey towards full integration with European energy markets. This move is expected to enhance energy security, promote economic growth, and solidify geopolitical ties with the EU and NATO. As the region continues to modernize its energy infrastructure, ongoing vigilance against security threats will be paramount, as recent missile and drone attacks on Kyiv's grid demonstrate.

The Baltic states' decision to disconnect from Russia's power grid and synchronize with the European energy system is a pivotal moment in their post-Soviet transformation. This transition not only signifies a break from historical dependencies but also reinforces their commitment to European integration and collective security. As these nations continue to navigate complex geopolitical landscapes, their strides towards energy independence serve as a testament to their resilience and strategic vision.

 

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Annual U.S. coal-fired electricity generation will increase for the first time since 2014

U.S. coal-fired generation 2021 rose as higher natural gas prices, stable coal costs, and a recovering power sector shifted the generation mix; capacity factors rebounded despite low coal stocks and ongoing plant retirements.

 

Key Points

Coal output rose 22% on high gas prices and higher capacity factors; a 5% decline is expected in 2022.

✅ Natural gas delivered cost averaged $4.93/MMBtu, more than double 2020

✅ Coal capacity factor rose to ~51% from 40% in 2020

✅ 2022 coal generation forecast to fall about 5%

 

We expect 22% more U.S. coal-fired generation in 2021 than in 2020, according to our latest Short-Term Energy Outlook (STEO). The U.S. electric power sector has been generating more electricity from coal-fired power plants this year as a result of significantly higher natural gas prices and relatively stable coal prices, even as non-fossil sources reached 40% of total generation. This year, 2021, will yield the first year-over-year increase in coal generation in the United States since 2014, highlighted by a January power generation jump earlier in the year.

Coal and natural gas have been the two largest sources of electricity generation in the United States. In many areas of the country, these two fuels compete to supply electricity based on their relative costs and sensitivity to policies and gas prices as well. U.S. natural gas prices have been more volatile than coal prices, so the cost of natural gas often determines the relative share of generation provided by natural gas and coal.

Because natural gas-fired power plants convert fuel to electricity more efficiently than coal-fired plants, record natural gas generation has at times underscored that advantage, and natural gas-fired generation can have an economic advantage even if natural gas prices are slightly higher than coal prices. Between 2015 and 2020, the cost of natural gas delivered to electric generators remained relatively low and stable. This year, however, natural gas prices have been much higher than in recent years. The year-to-date delivered cost of natural gas to U.S. power plants has averaged $4.93 per million British thermal units (Btu), more than double last year’s price.

The overall decline in electricity demand in 2020 and record-low natural gas prices led coal plants to significantly reduce the percentage of time that they generated power. In 2020, the utilization rate (known as the capacity factor) of U.S. coal-fired generators averaged 40%. Before 2010, coal capacity factors routinely averaged 70% or more. This year’s higher natural gas prices have increased the average coal capacity factor to about 51%, which is almost the 2018 average, a year when wind and solar reached 10% nationally.

Although rising natural gas prices have resulted in more U.S. coal-fired generation than last year, this increase in coal generation will most likely not continue as solar and wind expand in the generation mix. The electric power sector has retired about 30% of its generating capacity at coal plants since 2010, and no new coal-fired capacity has come online in the United States since 2013. In addition, coal stocks at U.S. power plants are relatively low, and production at operating coal mines has not been increasing as rapidly as the recent increase in coal demand. For 2022, we forecast that U.S. coal-fired generation will decline about 5% in response to continuing retirements of generating capacity at coal power plants and slightly lower natural gas prices.

 

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PG&E’s Pandemic Response Includes Precautionary Health and Safety Actions; Moratorium on Customer Shutoffs for Nonpayment

PG&E COVID-19 Shutoff Moratorium suspends service disconnections, offers flexible payment plans, and expands customer support with safety protocols, social distancing, and public health guidance for residential and commercial utility customers during the pandemic.

 

Key Points

A temporary halt to utility shutoffs with flexible payment plans to support PG&E customers during COVID-19.

✅ Suspends shutoffs for residential and commercial accounts

✅ Offers most flexible payment plans upon COVID-19 hardship

✅ Enhances safety: social distancing, PPE, remote work protocols

 

Pacific Gas and Electric Company has announced that due to the COVID-19 pandemic, it has voluntarily implemented a moratorium on service disconnections for non-payment, effective immediately. This suspension, similar to policies in New Jersey and New York, will apply to both residential and commercial customers and will remain in effect until further notice. To further support customers who may be impacted by the pandemic, PG&E will offer its most flexible pay plans to customers who indicate either an impact or hardship as a result of COVID-19. PG&E will continue to monitor current events and identify opportunities to support our customers and communities through concrete actions.

In addition to the moratorium on service shut-offs, PG&E’s response to the COVID-19 pandemic is focused on efforts to protect the health and safety of its customers, employees, contractors and the communities it serves, including ongoing wildfire risk reduction efforts that continue alongside its pandemic response. Actions the company has taken include providing guidance for employees who have direct customer contact to take social distancing precautionary measures, such as avoiding handshakes and wearing disposable nitrile gloves while in customers' homes, and continuing safety work related to power line-related fires across its service area.

Customers who visit local offices to pay bills and are sick or experiencing symptoms are being asked to use other payment options such as online or by phone, as seen when Texas utilities waived fees during the pandemic, at 1-877-704-8470.

“We recognize that this is a rapidly changing situation and an uncertain time for many of our customers. Our most important responsibility is the health and safety of our customers and employees. We also want to provide some relief from the stress and financial challenges many are facing during this worldwide, public health crisis, and with rates set to stabilize in 2025 the company remains focused on affordability. We understand that many of our customers may experience a personal financial strain due to the slowdown in the economy related to the pandemic, and programs like the Wildfire Assistance Program can help eligible customers,” said Chief Customer Officer and Senior Vice President Laurie Giammona.

Internally, the company is taking advanced cleaning measures, communicating best practices frequently with employees, and is asking its leaders to let employees work remotely if their job allows, while avoiding critical business disruption. PG&E has activated an enterprise-wide incident response team and is vigilantly monitoring the Centers for Disease Control and Prevention and World Health Organization for updates related to the virus. The company is committed to continue addressing customer service needs and does not expect any disruption in gas or electric service due to the public health crisis.

 

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Electric Ferries Power Up B.C. with CIB Help

BC Ferries Electrification accelerates zero-emission vessels, Canada Infrastructure Bank financing, and fast charging infrastructure to cut greenhouse gas emissions, lower operating costs, and reduce noise across British Columbia's Island-class routes.

 

Key Points

BC Ferries Electrification is the plan to deploy zero-emission ferries and charging, funded by CIB, to reduce emissions.

✅ $75M CIB loan funds four electric ferries and chargers

✅ Cuts 9,000 tonnes CO2e annually on short Island-class routes

✅ Quieter service, lower operating costs, and redeployed hybrids

 

British Columbia is taking a significant step towards a cleaner transportation future with the electrification of its ferry fleet. BC Ferries, the province's ferry operator, has secured a $75 million loan from the Canada Infrastructure Bank (CIB) to fund the purchase of four zero-emission ferries and the necessary charging infrastructure to support them.

This marks a turning point for BC Ferries, which currently operates a fleet reliant on diesel fuel. The new Island-class electric ferries will be deployed on shorter routes, replacing existing hybrid ships on those routes. These hybrid ferries will then be redeployed on routes that haven't yet been converted to electric, maximizing their lifespan and efficiency.

Environmental Benefits

The transition to electric ferries is expected to deliver significant environmental benefits. The new vessels are projected to eliminate an estimated 9,000 tonnes of greenhouse gas emissions annually, and electric ships on the B.C. coast already demonstrate similar gains, contributing to British Columbia's ambitious climate goals. Additionally, the quieter operation of electric ferries will create a more pleasant experience for passengers and reduce noise pollution for nearby communities.

Economic Considerations

The CIB loan plays a crucial role in making this project financially viable. The low-interest rate offered by the CIB will help to keep ferry fares more affordable for passengers. Additionally, the long-term operational costs of electric ferries are expected to be lower than those of diesel-powered vessels, providing economic benefits in the long run.

Challenges and Opportunities

While the electrification of BC Ferries is a positive development, there are some challenges to consider. The upfront costs of electric ferries and charging infrastructure are typically higher than those of traditional options, though projects such as the Kootenay Lake ferry show growing readiness. However, advancements in battery technology are constantly lowering costs, making electric ferries a more cost-effective choice over time.

Moreover, the transition presents opportunities for job creation in the clean energy sector, with complementary initiatives like the hydrogen project broadening demand. The development, construction, and maintenance of electric ferries and charging infrastructure will require skilled workers, potentially creating a new avenue for economic growth in British Columbia.

A Pioneering Example

BC Ferries' electrification initiative sets a strong precedent for other ferry operators worldwide, including Washington State Ferries pursuing hybrid-electric upgrades. This project demonstrates the feasibility and economic viability of transitioning to cleaner marine transportation solutions. As battery technology and charging infrastructure continue to develop, we can expect to see more widespread adoption of electric ferries across the globe.

The collaboration between BC Ferries and the CIB paves the way for a greener future for BC's transportation sector, where efforts like Harbour Air's electric aircraft complement marine electrification. With cleaner air, quieter operation, and a positive impact on climate change, this project is a win for the environment, the economy, and British Columbia as a whole.

 

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