LES Strategic Plan 2025 - Report - Page 28
STRATEGIC INITIATIVES
ENHANCE CUSTOMER
ENGAGEMENT
Customer expectations are always changing. We want to understand
what both residential and commercial customers need and expect —
now and in the future — regardless of their situation, size or income.
This is especially important as we work to keep the power on reliably,
be prepared for anything, move towards a net-zero goal and keep things
affordable for everyone.
THIS INITIATIVE’S PROJECTS WILL:
Foster a more informed, engaged and empowered customer base
— one that is equipped to make well-informed decisions about their
energy needs. LES will ensure customers understand the “why”
behind new programs and are informed to take meaningful action.
Create a continuous feedback loop to support exceptional customer
engagement, ensuring LES remains responsive to evolving needs and
expectations.
Support the development of targeted programs and services that
help reduce energy burdens, particularly for low- to moderate-income
customers, ensuring equitable access to affordable, reliable energy
solutions.
Strengthen LES’ role as a trusted energy partner by transforming the
utility-customer relationship — moving from a transactional eventbased relationship to an ongoing, mutually beneficial relationship and
focusing on collaborative partnership.
This initiative will promote greater customer participation in gridedge and behind-the-meter programs, helping to manage peak
demand, reduce system costs and enhance overall grid flexibility.
LES will address key challenges such as affordability, digital
accessibility and evolving customer expectations while unlocking
opportunities to personalize services, enhance operational
efficiency and deepen community partnerships.
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