Utilities

Reducing compliance risk and improving workforce stills to drive greater efficiencies

Since 2000, US regulators have fined utility businesses $20bn

Regulators are increasingly bearing down on utilities companies for the level of customer complaints. In the UK, the regulator, Ofgem has ordered 11 of the biggest suppliers to improve how they deal with complaints.

Utilities need a highly-skilled and fully-compliant workforce to meet these issues.

Our assessment platform helps meet the challenges in this high-stakes environment:

Assess and act on areas of weakness:

Avoid costly mistakes and develop priorities for action

Improve the customer experience:

Test the existing staff skill base and create relevant training programs

Test knowledge and skills:

Help employees master equipment operations, company procedures and safety rules

Learning and Development

91% of power and utilities chief executives say that their workforces will need to be transformed.

As new technologies continue to change the utility market, there are stark implications for the emerging skills gap.

Learning and development teams have a critical role in addressing this by identifying the right people and the right way to fill the gap. To do this, they need clear and easy tools to guide them.

Clear assessments will help identify how best to deploy learning and development. We provide data and tools to guide the development process.

Compliance

57% of people who complain to utility companies go on to be dissatisfied with how their complaint is handled.

Increasing numbers of customer complaints is often an early warning sign of poor quality and service. And increasingly utility regulators are becoming concerned about poor industry-wide customer service issues.

Strong compliance assessments help ensure that the workforce meets the right standards and requirements. Our assessments help understand areas of weakness and identify the right training requirements.

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