UTILITIES

A significant reduction in asset ownership, legislative initiatives and new technologies has changed the operating climate of the utilities industry.

The result is an intensely competitive environment, with companies having to develop and maintain an unparalleled customer focus and professional image.

Effectively managing requests from customers, including other utilities, business and residential buyers – who can choose from many suppliers – is critical. In addition, the company’s image as a leader in the industry is communicated every day – when writing critical and essential documents as Asset Owners; writing manuals, procedures and work instructions as safety experts; writing contracts for utilities customers; writing updates and articles for the general public; or writing general correspondence to all stakeholders.

The bottom line is that utilities companies with low cost structure, greater internal efficiency and better customer service will gain market share over their competitors.

From administration and finance associates to department heads and general managers, many of the utilities industry staff spend upwards of 40% of their time at work writing.

CASE STUDY

Gas and Electricity Company
A leading renewable energy company

THE COMPANY

  • Over 1,500 staff with many of them being advanced through the company
  • Branch offices in all the major metropolitan areas
  • At the forefront of technological advancements
  • Sophisticated and strategic approach to learning, offering a range of blended learning solutions to fit in with learner preferences
  • Budgetary constraints ensure razor-thin margins are not eroded
  • Employees are time-poor and irritated by anything that wastes their time
  • Savvy staff with good computer skills and very high expectations

FEATURED CLIENTS

AGL Jemena 
Australia Pipeline Trust Integral Energy
Alinta NT Gas

UP TO $375,000 IN SAVINGS FOR EACH CUSTOMER

According to Joseph Kimble of the Plain Language Association International, the technical writers at General Electric Information Services, working as part of individual product teams, develop high-quality manuals for the company’s software.

In one test, customers who used an earlier version of the manual made about 125 more calls a month than customers who used the clearly written, approved manual. Applying industry standards for the average cost of support calls, the company estimates that it saves between $22,000 and $375,000 a year for each business customer who uses the revised manual.


THE BRIEF AND SOLUTION 

REQUIREMENT

SOLUTION: CORPORATE LICENCE  

  • Get the most value for money possible, with the smallest upfront investment and without compromising courseware quality.

UNBELIEVABLE VALUE FOR MONEY

  • Avoided exorbitant cost of content development by purchasing high quality and well-tested courseware designed by business writing experts with experience in the utilities industry.
  • Eliminated the costs associated with additional on-site training including facilitator salaries, venue rentals, participant travel, meals etc.
  • Provide administrative and service support.
  • Fit in with their current technological framework and be able to accommodate the company as its technology is upgraded.
  • Provide administrative and service support.
  • Fit in with their current technological framework and be able to accommodate the company as its technology is upgraded.

SERVICE FLEXIBLE

The online courseware is used as one aspect of a blended learning approach. As requested, we register and keep track of participant activity. They have access to view results, but wish us to administer the registrations and keep in contact with participants.

  • Be able to prove to the learners that the solution wouldn’t waste their time, but in fact would save them time in the long run.

CONVENIENT, TIME-SAVING AND TARGETED LEARNING

  • Optional pre-assessments acknowledge the different skill level among learners and allows for recognition of prior learning (RPL). This has been a huge time-saver as it helps learners determine which courses they do and do not need to complete on the road to writing competence.
  • Learning is self-paced, giving learners a chance to work at a pace that suits them best.
  • The courseware is made up of a number of brief lessons, making it easy for learners to schedule time to complete the courses and keep motivated.
  • Help create an impressive and professional first impression. In many cases, it was found that the first contact an employee had with a customer, potential customer or stakeholder was in writing and the outcome was less than impressive.
  • Reduce costly mistakes caused by misinterpretation of incomplete, long-winded and ambiguous information.
  • Improve the success rate of persuasive writing, including proposals, business cases, tenders and recommendation reports.
  • Guarantee a visible and significant improvement in the appearance, style and consistency of all documents.
  • Help create an impressive and professional first impression. In many cases, it was found that the first contact an employee had with a customer, potential customer or stakeholder was in writing and the outcome was less than impressive.
  • Reduce costly mistakes caused by misinterpretation of incomplete, long-winded and ambiguous information.
  • Improve the success rate of persuasive writing, including proposals, business cases, tenders and recommendation reports.
  • Guarantee a visible and significant improvement in the appearance, style and consistency of all documents.

FERRARI ENGINE

  • The courseware is the most comprehensive business writing and plain English courseware available. So far, in all cases participants cited increased confidence, improved feedback, less editing time and an overall improvement to the ‘look and feel’ of their written work.
  • All participants who have completed the training rated the quality of the courseware to be OUTSTANDING or GOOD.