Studies show that a typical transaction over the telephone or in person could cost a utility several dollars. That same transaction via the web costs only pennies. To provide better information to some 332,000 customers, Nashville Electric Service (NES; Nashville, Tennessee, U.S.) has undergone a complete overhaul to its website. This dramatic change should, in turn, reduce operating costs.

NES called on the expertise of Apogee Interactive, a leading provider of online solutions specifically targeted for the energy industry. Apogee designed the website to be attractive, quickly engaging and to offer as many customer interaction functions as possible. Among these are a live power outage map, dynamic FAQs, an interactive community events calendar, current news, job opportunities, tree trimming schedule, up-to-date rate information and online vendor forms.

Individual functionalities include:

Outages — Customers can view the current status of outages systemwide.

FAQs — Customers can hang up the phone and find answers to their questions online. If a particular question isn't displayed, it can be asked via an online form that goes directly to a NES administrator. A quick response makes this program easy and hassle-free.

Events Calendar — This central location allows customers to post and advertise their civic, church or school events online. These events can be one-time only or recurring weekly, monthly or annually.

Tree Trimming — NES and its customers care about trees. But in order to provide power reliability, NES must constantly maintain a tree trimming program. Residents now have access to an online trimming schedule so they know when crews are coming.

News Center — NES is a community and industry leader that makes important decisions every day. Those news items are updated and posted on the website permanently.

Rates — Customers can compare current residential and commercial rate information.

Job Center — Candidates can research available career opportunities at NES and download the necessary applications.

Power Notes — Visitors have access to NES' monthly publication as well as an archive of past issues.

Spanish Link — Valuable information is available to Nashville's growing Hispanic population.

These changes are the first phase of a multiphase project. In the future, NES will provide dynamic applications such as online bill history and payment and an interactive educational center for children.