LES Strategic Plan 2025 - Report - Page 17
STRATEGIC OBJECTIVE
Customer & Community
We are committed to transparency and even
deeper collaboration with our customers. Our
public power model prioritizes local accountability,
reinvests in the community and makes decisions
guided by stewardship and long-term value rather
than pro昀椀t. We empower customers to be active
participants in their energy future through open
communication, relevant and innovative programs
and collaborative engagement.
As expectations evolve, we will deliver responsive,
forward-looking energy solutions that re昀氀ect the
needs of our growing and diverse community. As a
trusted community partner, we help reduce energy
burden, support customer goals and contribute to a
thriving community.
GOALS
KEY ENABLER
These goals aim to strengthen our relationship
with customers by delivering exceptional
service experiences, empowering informed
energy decisions and partnering to achieve
shared energy goals. By understanding the
diverse needs of the community, we can
provide more personalized and impactful
services.
Targeted use of technology solutions to
improve accessibility and convenience.
Experience: Deliver an exceptional customer
experience.
Develop customer-centric programs
and rate structures that reflect evolving
needs, support energy management and
promote equity.
We strive to set a high standard for customer
service by creating seamless, responsive
and meaningful interactions that re昀氀ect our
commitment to excellence.
Implement a customer-focused
communication and engagement strategy
that ensures clear, timely and inclusive
outreach across customer segments.
Education: Empower customers to be
informed energy users.
Strengthen system reliability and
resiliency through improved outage
management, infrastructure upgrades
and enhanced estimated time of
restoration communication.
What we will do
Through accessible education and user-friendly
tools, we help customers understand their
energy use and make informed choices that
align with their values and needs.
Leverage enterprise data and insights to
personalize services, inform decisionmaking and continuously improve the
customer experience.
Optimally deploy our resources to help meet
our customers’ and community’s evolving
power needs.
Service: Partner with our customers to achieve
their energy goals.
Expand service offerings to meet diverse
customer and community energy goals.
Success means we will be recognized not just as a
utility partner, but as an energy advisor that leads
with integrity, fosters innovation and partners with
the community to create a more sustainable and
equitable future.
OBJECTIVE
What we will achieve
We will provide an exceptional customer
experience by delivering dynamic products
and services, minimizing energy burden and
enabling community goals.
We work alongside our customers —
residential, commercial and community-based
— to support their unique energy goals and
foster long-term collaboration.
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