Energy efficiency is shifting from a stand-alone program initiative tobecome more integrated into all aspects of utility operations, includingcustomer services. This workshop brings together electric and gas utilitystaff for an interactive discussion on how new energy legislation andrenewable energy portfolio mandates are encouraging utilities to reevaluatewhere energy efficiency programs fit in their organizations.

The workshop goal is to help utility customer service executives betterunderstand how energy efficiency issues can increase both membersatisfaction and shareholder returns. The workshop will focus on four"Energy Efficiency in Customer Service" utility case study presentations,as well as those key success factors necessary to implement utility-widestrategies and department-level tactics that bring innovation to utilitycore processes in order to integrate energy efficiency, demand response andcarbon reduction issues. Featured case studies include:

--  "Customer Service Representatives on the Front Line of Energy    Efficiency at We Energies." Achieve higher customer satisfaction scores!    Learn innovative ways for customer service representatives to incorporate    the value of energy efficiency as a way to mitigate high bill complaints    and increase awareness of energy efficiency programs.--  "Generating Interest in Demand Response Programs at E.ON-US." Leverage    direct-response, out-bound calling applications to achieve low-cost    customer enrollment and increase sign-ups for demand response programs.--  "Linking Energy Efficiency to Energy Delivery at Progress Energy."    Hear about an innovative employee communications program that ties customer    awareness of energy efficiency services to the performance and incentive    goals for the field services operations personnel.--  "Treating Trade Allies like Family at NSTAR."  Learn how a vendor-    partnership program can support energy efficiency program goals.    

This workshop is intended primarily for AGA and EEI member utilityexecutives and staff with responsibilities for customer service operations.However, anyone may register and attend the workshop.

The workshop is co-sponsored by the American Gas Association (www.aga.org)and Edison Electric Institute (www.eei.org) and presented by MarketDevelopment Group (www.marketdevelop.com).

To register and to learn more, visitwww.eei.org/meetings/nonav_2008-03-30-gc/index.htm.