PUC commends Philadelphia Gas Works customer service

PHILADELPHIA, June 14, 2002 — The Pennsylvania Public Utility Commission (PUC) has rescinded an earlier order that required the Philadelphia Gas Works (PGW) to either improve its customer service or outsource some of its call center services.

The PUC recognized that, over the past several months, in addition to numerous other customer service improvements, PGW has consistently met PUC standards requiring the company to answer 80 percent of all customer calls in 30 seconds or less.

At the June 13 public meeting, PUC Commissioner Aaron Wilson, Jr. commended PGW for developing and implementing a new Call Center policy which has resulted in enhanced customer access to PGW.

Last month, Standard & Poor’s, the financial rating agency, removed PGW from its negative Credit Watch list, a signal that the natural gas utility’s efforts to improve its financial position over the past two years are yielding tangible results.

“This change has the practical effect of improving PGW’s credit rating and will better enable us to finance company operations,” said Thomas E. Knudsen, PGW President and Chief Executive Officer. “We view the Commission’s recognition and Standard & Poor’s upgrade as important milestones on the road to improved customer service and financial stability,” said Knudsen.

Founded in 1836, PGW is the nation’s largest municipally owned natural gas utility, serving a half million residential, commercial and industrial customers, and Philadelphia’s choice for quality energy solution.


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