Pennsylvania Drops Standard Scripts for Utility New/Mover Customer Referral Program, Sets Message for Individual Scripts

The Pennsylvania PUC will not require electric distribution companies to use a standard script when informing new or moving customers about electric choice, and instead issued messaging to be used in the development of specific EDC language.

The PUC had previously directed its Office of Competitive Market Oversight (OCMO) to establish a working group for the purpose of developing appropriate call center scripts for electric distribution companies to use when a new or moving customer contacts an EDC call center to initiate distribution service or to arrange for relocation within the EDC's service territory. The PUC further directed that the EDC would either provide general information regarding the retail electric market and www.PAPowerSwitch.com, or, if the customer knows which electric generation supplier (EGS) the customer wants to use, the EDC would transfer the customer to that particular EGS once distribution service is arranged.

"During the first meeting, it became very clear that EDCs would not be able to use identical scripts in their call center processes. Each EDC uses scripts in these situations that are substantially different from other EDCs, tailored to their system needs for arranging service for new or moving customers. The EDCs advised that it would not be possible to drop identical, pre-scripted language into existing manuals," the PUC said.

Rather than dictating script language, it was determined that EDCs could use a specific process which outlined the same messaging statewide. All members of the working group, including EGSs and the OCA, agreed that this would be an effective method, the PUC said.

Yesterday, the PUC issued a Secretarial Letter adopting such a process which outlines the same messaging statewide. The PUC said that this process is consistent with its prior directive, albeit without specific language content

The adopted script process provides that "[a]t the point most appropriate for each EDC, the following key messages regarding choice will be incorporated," for new customers:

a. Awareness: Customer is made aware of their ability to shop and informed that their decision to shop will not impact their service

b. Transfer Option: If the customer knows the EGS they want to select, they are offered the opportunity to be transferred and provided with the EGS phone number

c. Additional Resources: Customer is directed to papowerswitch.com, where additional choice information can be obtained

d. Welcome Kit: Customer is notified that choice information will also be provided in an EDC Welcome Kit

For moving customers, the process is similar, except that the awareness message will vary depending on whether the customer is already on competitive supply.

For customers currently with a supplier, the customer shall be informed of the appropriate next steps to continue to shop (with a previous or future supplier) and reminded that their decision to shop will not impact their service

For customers currently not with a supplier, the customer shall be made aware of their ability to shop and informed that their decision to shop will not impact their service