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As we approach 2026, web accessibility for utility providers has evolved from a compliance checkbox to a strategic imperative. Recent legal developments and the Department of Justice's continued focus on digital accessibility under the ADA have made one thing clear: accessible websites are no longer optional. More importantly, customer expectations have shifted—those managing tight budgets need seamless access to payment plans, energy assistance programs, and outage reporting.

Practical Solutions for Real-World Constraints

The challenge for utilities is providing enterprise-level accessibility without overwhelming resources. Fortunately, modern AI-powered accessibility widgets have democratized what used to require extensive custom development. These tools automatically enhance website functionality for users with diverse needs—adjusting contrast, font sizes, keyboard navigation, and screen reader compatibility—all without rebuilding your existing site.

Focus Areas for Maximum Impact

Rather than attempting to tackle everything at once, utilities can prioritize specific high-impact areas:

Self-Service Features: Ensure bill payment portals, outage reporting forms, and account management tools work seamlessly with assistive technologies. Clear form labels, helpful error messages, and confirmation feedback are essential. When customers can handle routine tasks independently online, everyone benefits—including your customer service team.

Mobile Experience: With most utility website traffic coming from mobile devices, mobile accessibility is critical. Large touch targets, simple forms, and readable content without zooming serve both customers with disabilities and everyone accessing your site from smartphones.

Essential Documents: Bills, notices, and forms should be properly formatted for screen readers. Most modern PDF tools include accessibility checking features—use them before publishing.

The Connection to Customer Service

Accessibility directly supports serving all customers effectively. Communities facing economic challenges often include higher percentages of people with disabilities, older adults, and individuals with limited digital literacy. When vulnerable customers can't access assistance programs or billing information online due to accessibility barriers, they face additional hurdles in getting the help they need.

Steps You Can Take Now

Start with an AI-powered accessibility solution that provides immediate improvements across your entire website. Train staff who publish content on basic accessibility practices—descriptive link text, proper document structure, and meaningful image descriptions. Test your most critical features using only keyboard navigation to identify obvious issues.

Remember that accessibility doesn't have to be perfect to be valuable. Many utilities find that accessibility tools pay for themselves through reduced call center volume when more customers successfully complete tasks online.

Moving Forward

Achieving meaningful accessibility has never been more attainable. With modern tools and a focused approach to critical features, utilities can provide accessible service to all customers without overwhelming their resources. The utilities that will thrive recognize accessibility not as a burden but as an opportunity to serve their entire community effectively.

In an era where digital access to essential services is fundamental, prioritizing accessibility in practical, achievable ways ensures every customer—regardless of ability—can access the services they depend on.

--- Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

September is National Preparedness Month and is also in the middle of hurricane season. It provides a timely reminder for utilities to assess how ready they are for a major outage and what preparation may be needed.

That’s where an OMS (Outage Management System) comes in. An OMS is an essential part of a utility’s disaster readiness plan.

Designed for Simplicity in High-Stress Moments

Natural disasters often strike with little warning and can leave utilities scrambling to find the damage, determine how widespread it is, and discern what resources are needed to restore service. An OMS is built for these critical moments. Simple ease of use lets your crews focus on responding instead of navigating a complex system. For smaller, rural utilities with limited staff or IT resources, an OMS makes all the difference.

Integration You Can Count On

OMS integrates with Advanced Metering Infrastructure (AMI) and Interactive Voice Response (IVR) systems to detect and alert you to outages automatically. AMI real-time integration allows immediate identification of new outages. When customers begin calling, IVR allows for more calls to be answered without tying up the personnel that are needed to restore the outages.

During large-scale storms, visibility is essential. An OMS provides it by mapping outages as they occur, helping crews understand the scope of the disaster in real time.

Smart Response

One major challenge during a disaster is identifying nested outages that can go unnoticed. OMS recognizes these and provides more accurate insight into their location. This translates to more efficient dispatching and faster restoration—three things that matter most to the communities you serve.

Preparedness Starts with the Right Platform

Disaster preparedness isn’t just about what you do before a storm hits -- it’s about how quickly you respond when it does. OMS gives your utility the tools to take immediate action, reduce downtime, and communicate clearly with both crews and customers.

Are you ready for the next storm? Let’s plan for it together. Contact us today! 

When severe weather strikes, your utility website transforms from a routine customer service tool into a lifeline for thousands of customers seeking critical information. In those crucial hours when power lines are down and communities are in the dark, your website becomes the primary channel for outage updates, restoration timelines, and safety guidance.

The Digital Command Center

During emergencies, customers flood utility websites with a single urgent question: "When will my power be restored?" Traditional customer service channels become overwhelmed, making your website the most scalable solution for mass communication. However, many utility websites aren't optimized for the dramatic traffic spikes and urgent information needs that accompany major weather events.

A storm-ready website must handle significantly increased traffic without crashing. Working with your web provider to ensure adequate hosting capacity and backup systems keeps your site accessible when customers need it most. Even basic preparations like having a backup communication plan can make the difference between helpful service and frustrated customers.

Real-Time Information Architecture

The most effective emergency websites prioritize current information through dedicated storm pages or emergency sections. These areas should feature:

Clear Status Updates that provide honest, regularly updated information about outages and restoration progress. Customers appreciate straightforward communication over technical jargon.

Simple Outage Information that helps customers understand whether their area is affected and provides realistic timeframes for restoration. Even basic county or service area information is valuable.

Mobile-Friendly Pages become essential during storms, as many customers rely on phones when home internet is down. Emergency information should be easy to read and navigate on small screens.

Proactive Communication Features

Beyond reporting outages, well-prepared websites focus on proactive communication. Simple weather alerts or banner messages can warn customers about approaching storms. Basic safety reminders help customers prepare before severe weather arrives.

Consider establishing an email or text notification system for customers who want updates about their service area. This reduces website traffic during peak times while keeping customers informed through their preferred communication method.

Testing and Preparation

The time to discover website problems isn't during an actual emergency. Work with your web provider to test your site's capacity before storm season begins. Establish a clear process for updating emergency information so multiple staff members can make necessary changes quickly.

Prepare template messages for different emergency scenarios that can be posted immediately. Having pre-written safety information, restoration explanations, and important contact numbers ready saves precious time during crisis situations.

Beyond the Storm

Post-storm website analytics provide valuable insights for future improvements. Track which pages customers accessed most frequently, identify traffic patterns, and note any system performance issues. This data informs ongoing website optimization and emergency preparedness planning.

A well-prepared utility website doesn't just weather the storm—it becomes a beacon of reliable communication that builds long-term customer trust and satisfaction.

Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

Digital transformation isn't just a buzzword for utility cooperatives—it's a strategic necessity that demands measurable results. When boards and management teams approve website investments, they rightfully expect clear returns. The challenge lies in identifying the right metrics and understanding how digital improvements translate into tangible business value.

Quantifying Customer Service Efficiency

The most immediate ROI often appears in customer service operations. A well-designed utility website with robust self-service capabilities can dramatically reduce call center volume. Consider tracking the percentage of transactions completed online versus those requiring phone support. Many cooperatives see 30-40% reductions in routine service calls after implementing comprehensive online account management, translating to significant labor cost savings.

Payment processing efficiency offers another clear metric. Online payments typically cost utilities 50-75% less than phone or mail payments to process. Track the shift in payment methods after website improvements—each customer who moves from phone payments to online represents recurring monthly savings.

Measuring Operational Impact

Website investments often streamline internal operations in ways that aren't immediately obvious. New member connections, service requests, and outage reporting can all be digitized, reducing administrative overhead. Track processing times for common requests before and after implementation. Many utilities find that digital work orders reduce processing time by 40-60%, freeing staff for higher-value activities.

Outage management presents another ROI opportunity. Websites that allow customers to report outages and check restoration status can reduce emergency call volume during storms by 20-30%, allowing crews to focus on repairs rather than answering phones.

Customer Satisfaction and Retention Metrics

While harder to quantify, customer satisfaction improvements from digital transformation often yield long-term financial benefits. Survey customers about their website experience and track satisfaction ratings over time. Consider asking customers how likely they are to recommend your utility to others—this simple metric helps identify how digital improvements affect overall customer relationships and typically correlates with reduced churn and fewer regulatory complaints.

Monitor engagement metrics like session duration, page views per visit, and return visitor rates. Customers who can easily access information and complete tasks online tend to be more satisfied and require less hands-on support throughout their relationship with your cooperative.

Revenue and Growth Indicators

Digital transformation can support revenue growth through improved customer onboarding and program participation. Track how website improvements affect new member acquisition costs and time-to-connection for new services. Many cooperatives find that streamlined online processes reduce new customer setup costs by 25-35%.

Energy efficiency program participation often increases with better online promotion and enrollment processes. Monitor program sign-up rates and track the customer journey from awareness to participation.

Setting Realistic Timelines

ROI from utility website investments typically follows a 12-18 month timeline for full realization. Immediate gains appear in reduced call volume and processing efficiency,

while satisfaction and revenue benefits build over time. Establish baseline metrics before implementation and commit to consistent measurement throughout the first two years.

The key to demonstrating ROI lies in comprehensive tracking across operational, customer, and financial metrics. When utility cooperatives approach digital transformation strategically and measure systematically, the returns justify the investment—often exceeding initial projections by focusing on long-term customer value rather than just immediate cost savings.

Conclusion

Digital transformation represents more than a technology upgrade—it's an investment in your cooperative's operational future and customer relationships. By establishing clear metrics, tracking progress consistently, and understanding that returns build over time, utility leaders can confidently demonstrate the value of website investments to boards, members, and stakeholders. The cooperatives that measure success comprehensively position themselves for sustained growth in an increasingly digital landscape.

--- Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

In today's digital landscape, more than 60% of web traffic comes from mobile devices. For utility companies, adapting to this reality isn't just about keeping up with trends—it's about meeting essential customer needs where they already are: on their smartphones.

Why Mobile-First Matters for Utilities

Utility services represent some of the most critical aspects of daily life. When outages occur, bills need payment, or service changes are required, customers want immediate access regardless of their location. Mobile-first design ensures these essential functions remain accessible when they matter most.

The stakes are particularly high for utilities: a customer trying to report an outage during a storm (ironically needing to use their rapidly-draining phone battery to report why they can't charge it) or attempting to make a last-minute payment while balancing groceries and a squirming toddler needs seamless mobile functionality, not frustration.

Key Elements of Effective Mobile-First Utility Websites

Streamlined Navigation Mobile-first design requires ruthless prioritization. For utility websites, this means highlighting the most critical customer actions: bill payment, outage reporting, and account management. Navigation should feature prominent, touch-friendly buttons for these essential functions, reducing the number of taps needed to complete common tasks.

Performance Optimization During emergencies, every second counts. Mobile-first utility sites must load quickly, even on limited connections. Optimized images, minimal JavaScript, and strategic use of caching can ensure your site remains accessible when customers need it most.

Responsive Forms From setting up new service to reporting issues, forms are central to utility website functionality. Mobile-first forms use single-column layouts, appropriate input types (like numerical keyboards for account numbers), and break complex processes into manageable steps.

Location-Based Services Mobile devices offer unique opportunities for location-aware features. Outage maps can center on the customer's location, service requests can automatically include location data, and nearby payment centers can be suggested based on GPS coordinates.

Readable Text Without Zooming Utility information often includes important numbers and technical details. Mobile-first design ensures all text is comfortably readable without zooming, using appropriate font sizes (minimum 16px) and high-contrast color schemes.

Real-World Impact

Utilities implementing mobile-first designs report significant benefits:

· Decreased call center volume as customers successfully complete tasks online

· Improved customer satisfaction scores

· Reduced late payments with easier mobile payment options

· More timely outage reporting, enabling faster response times

Implementation Considerations

When planning mobile-first improvements, start by analyzing your current mobile traffic patterns. Which pages receive the most mobile visits? Where do mobile users struggle? Use these insights to prioritize improvements.

Consider progressive enhancement—start with a solid mobile experience, then add enhancements for larger screens. This approach ensures fundamental functionality remains accessible across all devices.

Conclusion

Mobile-first design for utility websites isn't merely a technical decision—it's a customer service imperative. By meeting customers where they are with thoughtfully designed mobile experiences, utilities demonstrate their commitment to service excellence in the digital age. After all, your customers might be accessing your site from anywhere—from their kitchen table to standing in the rain with an umbrella, desperately trying to report an outage with 2% battery remaining.

As mobile usage continues to grow, the utilities that prioritize these experiences will be rewarded with improved customer satisfaction, operational efficiency, and the trust that comes from being accessible when needed most.

--- Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

About 61.5% of public utilities have implemented AMI (advanced metering infrastructure) in some capacity; that number is expected to reach 90% by 2032. The benefits of AMI are well known and include greater efficiency, real-time demand monitoring, better outage detection, more accurate billing and the list goes on. It’s all possible because of the data AMI collects.

However, the amount of data generated by an AMI system over time is staggering. Managing and interpreting that data for the benefit of both consumers and the utility is essential.

A Meter Data Management (MDM) system is a crucial part of transforming AMI data into actionable insights. The MDM system provides advanced data processing and analytics beyond what an AMI system typically can provide. This includes:

Data Validation

• MDM corrects inconsistencies and ensures data integrity. It detects and resolves missing readings, faulty meter data, and other anomalies.

Data Storage

• AMI primarily collects real-time consumption data, but the MDM stores historical records. This allows utilities to analyze long-term trends, track seasonal variations, and forecast demand more accurately.

Billing & Revenue

• MDM helps ensure accurate billing adjustments, dispute resolution, and reconciliation across multiple accounts.

Load Forecasting

• While AMI captures raw data, MDM applies predictive analytics to anticipate demand, grid optimization, and planning for the future.

Fraud Detection

• MDM analysis can help detect meter tampering, energy theft, or irregular consumption.

Customer Insights & Engagement

• AMI provides data, but MDM makes it usable for customer portals, mobile apps, and energy-saving recommendations.

In today's increasingly digital landscape, utility websites serve as more than just information hubs—they're critical touchpoints for customer interaction. As utilities continue to modernize their operations, focusing on customer engagement through website optimization has become essential for success.

The Engagement Imperative

Recent industry research shows that utilities with highly engaging websites experience up to 30% higher customer satisfaction scores and significantly reduced call center volume. When customers can easily find information and complete tasks online, both satisfaction and operational efficiency improve dramatically.

Key Features That Drive Engagement

Self-Service Portals: Modern utility customers expect to handle routine transactions independently. Implementing robust self-service options for bill payment, usage monitoring, service requests, and outage reporting empowers customers while reducing administrative overhead.

Mobile Responsiveness: With mobile devices now accounting for over 60% of web traffic, ensuring your website performs flawlessly across all screen sizes is non-negotiable. Mobile-optimized sites create a seamless experience for on-the-go customers during critical situations like outage reporting.

Personalized Dashboards: Customizable user interfaces that display relevant information based on customer history and preferences create meaningful connections. Showing personalized usage comparisons, tailored energy-saving tips, and relevant rebate opportunities demonstrates your utility's commitment to individual customer needs.

Interactive Tools: Engagement increases when customers can interact with your content. Energy calculators, rebate eligibility checkers, and service area maps with real-time information transform passive visitors into active participants.

Measuring Engagement Success

How do you know if your engagement strategies are working? Focus on these key metrics:

· Time on site: Longer visits often indicate deeper engagement with your content

· Return visitor rate: Loyal customers who regularly return to your site

· Conversion rates: Successful completion of key actions (bill payments, program enrollments)

· Reduced call volume: Fewer support calls for issues that could be resolved online

Starting Your Engagement Journey

Begin by conducting an honest assessment of your current website's engagement capabilities. Identify the highest-impact, lowest-effort improvements you can implement quickly. Then develop a roadmap for more comprehensive enhancements based on customer feedback and industry best practices.

Remember that true engagement isn't just about flashy features—it's about creating intuitive pathways that help customers accomplish their goals efficiently while building trust in your utility's digital presence.

By focusing on these engagement principles, your utility website can evolve from a basic information repository into a powerful platform for customer connection and operational excellence.

---

Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

In today's digital landscape, utility companies face a unique challenge: how to leverage technological advancements while maintaining the personal connections that customers value. As self-service portals and automated systems become standard, finding the right balance between efficiency and empathy has never been more crucial for utility providers.

The Automation Advantage

Automation offers undeniable benefits for utility websites. Bill payments, usage monitoring, and basic service requests can be handled seamlessly through well-designed digital interfaces. These systems reduce operational costs and provide customers with 24/7 access to essential services.

Modern utility websites now feature sophisticated tools like consumption analytics, paperless billing, and automated outage notifications. These features not only streamline operations but also empower customers to manage their accounts independently.

Recognizing the Human Element

Despite technological advances, utility services remain fundamentally human. When customers face issues with essential services like water, electricity, or gas, the situation often feels personal and urgent. A purely automated response can sometimes feel cold and inadequate.

Research shows that 67% of utility customers prefer having human support available when dealing with complex issues or emergencies. This highlights the importance of maintaining accessible customer service channels alongside automated systems.

Striking the Right Balance

Successful utility websites in 2025 will excel at identifying which interactions should be automated and which require a human touch. The key lies in designing intuitive systems that can recognize when to escalate from automated responses to human intervention.

Consider implementing these strategies:

1. Contextual Assistance: Design your website to offer different support options based on the nature of the customer's issue. Routine tasks can default to automated solutions, while complex problems can prompt immediate access to human support.

2. Transparent Communication: Clearly communicate when customers are interacting with automated systems versus human representatives. This transparency builds trust and sets appropriate expectations.

3. Emotional Intelligence: Train your digital systems to recognize emotional cues in customer communications. Language processing can identify stressed or frustrated customers who might benefit from human intervention.

4. Personalized Experiences: Use data analytics to create personalized website experiences without crossing privacy boundaries. Simple touches like remembering customer preferences or providing relevant information based on account history can make digital interactions feel more personal.

The Path Forward

As we progress through 2025, utility companies that successfully balance automation with human connection will distinguish themselves in the market. The goal isn't to choose between technology and personal service but to create harmonious experiences that incorporate both.

By thoughtfully implementing digital solutions while preserving human touchpoints, utility providers can build websites that are not only efficient but also trustworthy and responsive to customer needs.

Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

On May 25, 1961, President John F. Kennedy set our country On A Mission with a bold declaration:

"I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to the earth."

This mission was ambitious, requiring careful planning, calculated risks, and sheer determination.

Beyond its historic achievement, the moon missions ignited national pride, strengthened the economy through technological advancements, expanded our scientific and intellectual capabilities, fostered unprecedented teamwork, and elevated America’s global reputation.

The Apollo program proved that being On A Mission unites people toward a common goal, drives innovation, and creates a lasting legacy of progress and accomplishment.

CSA is On a Mission in 2025

At Central Service Association, we are proud to unveil our 2025 theme: "On A Mission." This theme reflects our steadfast commitment to our members, our drive for innovation, and our dedication to service, and just like space missions, requires careful planning and calculated risks.

Our newly defined Mission Statement, Vision Statement, and Core Values, create the foundation for a future that is focused, forward-thinking, and fully aligned with the needs of the utilities we serve.

Mission Statement:

CSA is an association focused on our membership by providing exceptional service and state-of-the-art technology that empowers our members to service their customers effectively and reliably.

Vision Statement:

To be the preeminent provider of innovative solutions and passionate customer service for our members.

Core Values:

Integrity, Relationships, and Service

 

On A Mission to Build a Strong Company Culture

A strong company culture drives excellence, collaboration, and underpins the high standards our members expect.

On A Mission to Support the Goals of our Members

CSA is deeply committed to the mission of our member utilities. In the fast-paced, high-stakes world of utility management, reliability is everything.

Utilities operate around the clock to serve their communities, and CSA works around the clock to serve our members. Responding to cybersecurity threats, assisting in storm recovery, and ensuring seamless daily operations, CSA stands with our members.

On A Mission to Bring New Innovative Software Solutions to our Member Utilities

CSA is committed to staying at the forefront of innovation, developing and delivering next-generation solutions that empower utilities to operate more efficiently and effectively. CSA is constantly striving to provide solutions that improve operational efficiency, enhance service delivery, and ensure the long-term success of our members.

Join Us on Our Mission

Stay connected with CSA for new product updates, insights, and exciting announcements as we move forward on our mission to shape the future of utility services.

As we move through 2025, utility companies are solidifying the critical role their websites play in customer engagement and operational efficiency. A modern, user-friendly website is no longer a luxury but a necessity for utilities aiming to meet the established and evolving expectations of their customers.

Key Trends Shaping Utility Websites in 2025

Artificial Intelligence Integration

AI is already revolutionizing how utility websites interact with customers. In 2025, AI-powered chatbots and virtual assistants are becoming standard features, providing instant responses to customer queries and significantly reducing call center volume. These AI tools offer proactive, personalized communications, enhancing the overall customer experience.

Enhanced Self-Service Options

Utility websites are increasingly focused on empowering customers with robust self-service capabilities. From reporting outages to managing energy consumption, customers have greater control over their utility services through intuitive online interfaces.

Mobile-First Design

With the continued rise of smartphone usage, utility websites are prioritizing mobile-first design. This approach ensures that customers can easily access services, pay bills, and receive important notifications on their mobile devices.

Personalization and Data Analytics

Leveraging customer data, utility websites offer personalized experiences tailored to individual usage patterns and preferences. This level of customization helps customers make informed decisions about their energy consumption and potentially reduce costs.

Accessibility and Inclusivity

Utility companies are continuing to recognize the importance of making their websites accessible to all users, including those with disabilities. This focus on inclusivity not only broadens their customer reach but also aligns with ethical business practices and regulatory requirements.

The Importance of a Modern Utility Website

A well-designed utility website serves as more than just an information portal. It acts as:

1. A 24/7 customer service hub

2. An educational resource for energy efficiency

3. A platform for real-time communication during outages

4. A tool for streamlining operations and reducing costs

By investing in a modern website, utilities can improve customer satisfaction, reduce operational expenses, and position themselves as forward-thinking service providers.

Navigating the Present

As we continue through 2025, utility companies must prioritize their digital presence to stay competitive and meet customer expectations. This means not only continuing the implementation of new technologies but also continuously refining and updating their online offerings based on user feedback and emerging trends.

A modern utility website is no longer optional – it's a critical component of a successful, customer-centric utility company. By embracing these digital trends, utilities can enhance their service delivery, improve customer relationships, and navigate the challenges of an ever-evolving industry landscape.

Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

We understand that installing an AMI metering system is a major investment for your utility, and with its implementation, you obtain extensive data that helps you streamline your utility’s operations.

But you need a way to manage all of that data. Enter Meter Data Management (MDM) from CSA. MDM takes the data your AMI collects and turns it into useful information that your utility can actually utilize.

Business operations benefit from the robust reporting tools MDM contains.

• Troubleshoot issues with query options

• Identify potential theft or other issues with meters

• Evaluate system configurations for efficiency

• Identify potential lost revenue using Virtual Locations

Customer service team members can effectively address customer concerns.

• Compare billing cycles

• Address bill concerns with daily usage data

• Streamline configurations for efficiency

• Identify potential lost revenue using Virtual Location

   

Engineering team members can comprehensively evaluate your utility.

• Monitor daily, monthly, and yearly usage and demand from one screen with tabs for electricity, water, and gas

• Generate transformer load reports and peak usage by individual meters

• Troubleshoot issues with query options that can be sorted by category

• Identify losses and issues with meters

• Find lost revenue and evaluate system efficiency

Learn all about MDM at our annual MDM Users Conference March 25-26 in Franklin, TN. Registration is now open! Check your email for details or reach out for more information.

The season is changing! We know the weather in our region can be unpredictable, and it often changes quickly from one extreme to another. When lives depend on your services, your utility has to be prepared. Your utility can be ready for nearly anything -- winter storm included – with CSA’s Outage Management System (OMS).

OMS helps utilities get up and running again quickly after a disruption by mapping, tracking, and managing outages right at the meter. It’s user-friendly and integrates with AMI and IVR systems to automatically identify new outages.

The best part about OMS is that it integrates with other applications to fit your individual utility’s needs. At Bolivar Energy Authority (BEA) in Tennessee, OMS was recently integrated with their Automatic Vehicle Location feature, which utilizes GPS technology to show on a map exactly where each truck is located. OMS allows utilities to see the locations of outages in a given area, but this specific integration allows BEA employees to see, in addition, if a truck is close to the vicinity of the outage, and how long it might take to get there.

Another unique and useful feature of OMS is that it allows users to look back over a user-defined period and replay the outages to see when and where they occurred. The ability to go back and see the timespan of an outage really comes in handy in the aftermath of a storm.

How can OMS work for you? Let’s discuss your needs and tailor OMS to your utility’s unique needs.

It seems everyone is on the go these days, and your utility crew is certainly no exception. Your field personnel need the ease of a mobile app that allows them to access the same utility-wide information that your office personnel accesses.

UtiliGo is your solution!

This user-friendly mobile mapping app provides anyone at your utility access to the information on your network. It performs with or without internet and runs on Apple, Android, and Windows devices seamlessly.

It works with CSA’s UtiliTrack to upload, review, and save field updates without having to re-enter data —saving you time and eliminating headache. Plus, it customizes easily for managing processes in a paperless environment.

UtiliGo handles electric, gas, water, wastewater, and fiber networks. Let’s discuss your options.

Thousands of cooperatives across the U.S celebrated National Co-op Month in October, and the recent hurricanes and flooding in the Southeast provided an opportunity for Tennessee Valley co-ops to put the cooperative spirit into action in mighty ways.

When Hurricane Helene dumped a massive 40-trillion gallons of water on parts of North Carolina and Tennessee September 26th-27th, local co-ops wasted no time in organizing relief efforts. TECA, TVPPA, and TMEPA banded together to deploy personnel and compile lists of drop-off points and supply drives to distribute to the public. The groups also worked together to organize and promote external ways fellow co-ops could donate funds directly to affected members. (One way to donate monetary aid to affected co-op employees is through the TECA Employee Relief Fund.

When it was safe to proceed, area co-ops and municipalities in Tennessee, Mississippi, Alabama, and Kentucky deployed more than 500 line workers to North Carolina, Georgia, Florida, and east Tennessee to restore power and assist with cleanup efforts from the heavy wind and rain that left 1.25 million co-op members in the dark following Hurricane Helene and shortly after, Hurricane Milton.

Preliminary estimates put the cost of Hurricane Helene at $20 billion to $34 billion, with property damage as high as $26 billion. For the most heavily devastated areas, the road to recovery will be long, but with the help of their friends and neighbors, these communities will not walk alone.

Article courtesy of Donald Moore, President Moore Tech Solutions, Inc.

In today’s digital-first world, utility companies must prioritize accessibility on their websites. As the primary touchpoint for customers seeking information, paying bills, or reporting issues, a utility's website should cater to all users, including those with disabilities. This commitment not only fulfills legal obligations but also enhances customer satisfaction and engagement.

Understanding Accessibility in the Utility Sector

Accessibility ensures that everyone, regardless of their physical or cognitive abilities, can navigate and utilize online services. It is estimated that one in five people has some form of disability that could hinder their ability to access information online. For utility companies, this means that failing to provide an accessible website can alienate a significant portion of their customer base.

Accessibility features such as screen reader compatibility, keyboard navigation, high contrast modes, and alt text for images are essential. These elements allow individuals with disabilities to interact with the website effectively, ensuring they can manage their accounts without barriers.

The Business Case for Accessible Websites

Beyond compliance and ethical considerations, there are tangible business benefits to improving website accessibility:

• Enhanced Customer Experience: An accessible website allows customers to find information quickly and efficiently, reducing frustration and increasing satisfaction.
• Cost Savings: When customers can manage routine tasks online—like submitting meter readings or making payments—this reduces the volume of calls to customer service centers. Consequently, utility companies can allocate resources more efficiently.
• Broader Reach: By making websites inclusive, utilities can better serve diverse communities, including those facing financial vulnerability. This is especially crucial in times of economic strain when many households are navigating rising utility costs.

CSA's Commitment to Accessibility

Recognizing the importance of accessibility, CSA has implemented an AI-powered accessibility widget on its website. This tool automatically enhances accessibility features, helping users with various needs navigate the site more easily. By integrating such technology, CSA not only complies with accessibility standards but also demonstrates its commitment to serving all customers effectively.

This proactive approach aligns with modern web design trends that prioritize user-centric experiences. With features like mobile responsiveness and secure customer portals, CSA is setting a benchmark for how utility websites can evolve to meet the needs of all users.

Conclusion

As utilities continue to modernize their digital presence, addressing accessibility should be a non-negotiable priority. By implementing robust accessibility features and leveraging innovative tools like AI widgets, utility companies can create inclusive environments that empower every customer. In doing so, they not only fulfill their responsibility as service providers but also enhance their reputation as forward-thinking organizations dedicated to community well-being.

In a world where digital access is essential for everyday life, ensuring that utility websites are accessible is not just good practice, it’s a vital step toward inclusivity and customer satisfaction.

You already know CSA’s Customer Management & Billing system (CMB) supports billing for multiple services: electric, gas, water and more…including fiber.

CMB+Fiber adds billing and auto-provisioning capability to your existing CMB system. That means minimal training and fast deployment. In conjunction with CSA’s Dynamic Financial Management system (DFM), fiber revenue, related expense and cost can be partitioned and tacked separately from other services.

Add UtiliCom to the mix and you can also map and manage your fiber network down to an individual strand. And it all works together seamlessly.

Here’s what CSA Members say…

"The speed with which we were able to build and serve customers, with a very small team and limited resources, was amazing. We grew from a broadband project to a broadband provider in a few short months and were successful in large part because of this platform and the people behind it.”

– Jackie Hancock, Fiber Engineer, Prentiss County EPA

“+Fiber has been a key part of our success here at Tombigbee Fiber. We have been very aggressive throughout our installation phase, with up to 250 new home installations completed per week. None of this would be possible without the support and automation that CSA and +Fiber provides us.”

- Chris Thompson, Network Engineer, Tombigbee Fiber, LLC

“CMB+Fiber is an elegant, robust system that has grown with us and offers us plenty of potential for future changes, as change is the norm in the fiber industry. +Fiber's data can work with any vendor and fulfill many needs due to CSA’s experience working with ISPs in the fiber industry.”

– Tom Rhodes, Network Engineer, Tishomingo Connect, LLC.

As a CSA Member, if fiber deployment is in your future, or you’re looking for better ways to manage your current offering, you’re already halfway there.

Article courtesy of Donald Moore, President Moore Tech Solutions, Inc.

In today's digital age, a utility company's website serves as its virtual front door. It's often the first point of contact for customers seeking information, paying bills, or reporting issues. As we navigate through an increasingly digital world, it's crucial for utilities to embrace modern web design trends while ensuring accessibility for all users. Let's explore the key elements that make a utility website both cutting-edge and user-friendly.

User-Centric Design

The cornerstone of a modern utility website is user-centric design. This approach prioritizes intuitive navigation and clear information architecture. Customers should easily find what they need, whether it's billing information, outage reporting, or customer service contacts. A well-designed homepage with prominent links to frequently used services can significantly enhance user experience.

Mobile-First Approach

With the increasing use of smartphones and tablets, a mobile-first design is no longer optional. Responsive websites that adapt seamlessly to various screen sizes ensure that customers can access services on-the-go. This is particularly crucial during emergencies or outages when quick access to information is vital.

Accessibility Features

Accessibility is not just a trend; it's a necessity. Ensuring that your website is accessible to all users, including those with disabilities, is both a legal requirement and a customer service imperative. Implement features such as:

· Screen reader compatibility

• · Keyboard navigation
• High contrast modes
• Alt text for images
• Closed captions for videos

Notably, AI-powered tools are now available that can automatically implement many of these accessibility requirements, making it easier than ever to create a website that is accessible.

Secure Customer Portals

A secure customer portal is essential for modern utility websites. This feature allows customers to manage their accounts, pay bills, and access personalized information securely. Importantly, your website should prominently link to the CSA Customer Portal, enabling customers to access their account information and manage services anytime, anywhere. This integration streamlines the customer experience and reinforces the connection between your utility and CSA's services.

AI-Powered Chatbots

Implementing AI chatbots can provide instant customer support, answering common questions and guiding users to relevant information. This technology can significantly reduce call center volume while improving customer satisfaction through quick, 24/7 assistance.

Sustainability Focus

As environmental concerns grow, showcasing your utility's commitment to sustainability can resonate with customers. Dedicate a section of your website to highlight green initiatives, energy-saving tips, and environmental impact reports.

Performance and Speed

A fast-loading website is crucial for user satisfaction and search engine rankings. Optimize images, leverage browser caching, and consider using content delivery networks (CDNs) to ensure your site loads quickly on all devices.

In conclusion, modernizing your utility website is not just about aesthetics; it's about enhancing functionality, accessibility, and user experience. By implementing these trends, you can create a website that not only meets the needs of your customers but also positions your utility as a forward-thinking, customer-centric organization. Remember, your website is often the first impression customers have of your utility – make it count!

Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.

The month of September marks National Preparedness Month, an annual campaign created by the U.S Government to remind citizens and businesses alike of the importance of preparing in advance for natural disasters.

The Tennessee Valley region is all too familiar with the weather’s tendency to change at a moment’s notice, and when the lights go out and the utilities stop, your team has to be ready to deploy. Both livelihoods and lives can depend on it.

CSA’s Outage Management System (OMS) integrates with our Customer Information System, allowing you to track and manage outages for both electrical and fiber services manually through staff entry, or automated with AMI and interactive voice response reporting.

OMS also offers predictive analysis using data from GIS system shape files and it interfaces with any meter system. OMS streamlines the efficiency of your workflow by allowing you to automatically identify new outages while recognizing the continued existence of nested outages — all displayed on a dynamic map through your CSA Business Portal.

Be prepared! Let's discuss your options with OMS. 

In today's digital age, customers expect a seamless online experience, and utilities are no exception. An outdated website can leave a negative impression, hindering customer service and hindering your ability to connect with your community.

Here's why a modern website is a crucial investment for your utility:

Enhanced Customer Convenience:

• 24/7 Access: By linking to your CSA Customer Portal, customers can access information and manage accounts anytime, anywhere. This reduces the burden on your call center and frees up staff time.
• Modern Features: CSA’s online Portal allows you to offer features like bill pay, outage updates, and meter reading submission which can be accessed directly from your website.
• Clear Communication: Post clear, concise information about service rates, outage maps, and contact details.

Improved Customer Satisfaction:

• Positive First Impression: A modern website with a user-friendly design creates a professional image and builds trust with potential customers.
• Reduced Frustration: Easy navigation and clear information minimize customer frustration.
• Proactive Communication: Keep customers informed with timely updates on outages, planned maintenance, and conservation tips.

Increased Efficiency and Cost Savings:

• Reduced Call Center Traffic: By offering self-service options, you can decrease the number of calls your staff needs to handle, saving time and resources.
• Streamlined Communication: A well-designed website can centralize information, reducing the need for printed materials and postage costs.
• Improved Data Collection: Online forms can collect valuable customer data, allowing you to tailor your services and communication strategies.

Building Stronger Community Relationships:

• Transparency and Openness: A website provides a platform to share information about sustainability initiatives, community outreach programs, and board meeting minutes.
• Customer Feedback: Utilize online surveys and feedback forms to understand customer needs and concerns.
• Emergency Preparedness: Share safety tips and resources to assist customers during outages and natural disasters.

Making the Switch: Considerations for a Modern Website

• Mobile-Friendly Design: Ensure your website is optimized for smartphones and tablets, as this is how many (maybe the majority) customers will access it.
• Accessibility Features: Cater to users with disabilities by incorporating features like screen readers and text enlargement options.
• Data Security: Implement strong security measures to protect customer information.
• Content Management System (CMS): Choose a CMS such as WordPress that allows for easy updates without needing extensive coding knowledge.

By investing in a modern website, your utility can unlock a world of benefits. You'll improve customer service, boost efficiency, and build stronger relationships with the community you serve. In today's digital landscape, a modern website is no longer a luxury, it's a necessity.

Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.