Hydro Ottawa

Hydro Ottawa

April 02, 2012 10:46 ET

Hydro Ottawa Recognized for Customer Service Excellence

OTTAWA, ONTARIO--(Marketwire - April 2, 2012) - Hydro Ottawa is honoured to be distinguished by its industry peers as a leader in customer service. On March 26, 2012, the company was recognized with the Electricity Distributors Association's Customer Service Excellence Award at their 100th anniversary celebration.

"Everything starts with the customer in mind," said Bryce Conrad, President and Chief Executive Officer of Hydro Ottawa. "We want our customers to enjoy doing business with us and appreciate that we are there to help them manage their energy consumption and keep their costs down."

Hydro Ottawa received the award because of its successful Customer Experience Self-Serve Program in 2011. By adding even more convenient services to the online customer service portal MyHydroLink, our customers can now better manage their account. We also enhanced our outage communications by launching an online power outage map. And, a new payment option was added to our Interactive Voice Response system.

Proof of the success of the Self-Serve Program lies in the numbers:

  • 42% annual increase in enrolment for the MyHydroLink customer service portal. More than 66,000 customers can now access a range of convenient services online, including their consumption data, current account balance and options to register for preauthorized payment and E-Billing.

  • 10,000 customers enrolled in E-Billing in 2011, translating into a 60% increase.

  • The Interactive Voice Response continues to reduce the amount of time callers spend on the line, proof that customer inquiries are handled promptly and effectively. Though Hydro Ottawa's customer base increased by 1.59% last year, call volume decreased by 4.86%.

About Hydro Ottawa

Hydro Ottawa Holding Inc. (Hydro Ottawa) owns and operates two subsidiary companies, Hydro Ottawa Limited and Energy Ottawa Inc. Hydro Ottawa Limited is the third largest municipally owned electrical utility in Ontario serving more than 300,000 customers in the City of Ottawa and the Village of Casselman. Energy Ottawa Inc., Ottawa's largest producer of green power, generates renewable energy and provides commercial energy management services.

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