Eversource 2004 Annual Report Download - page 10

Download and view the complete annual report

Please find page 10 of the 2004 Eversource annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 92

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92

Fundamental to our business is strong operational performance with power flowing safely and reliably to
our customers. Through improved cost management, optimum work practices and enhanced efficiencies, we
are continuously improving operations to provide exceptional care for our customers.
Electric reliability is critical to those who depend on computers and sophisticated electronic equipment
both at work and at home. Key among our initiatives in 2004 was CL&P’s consolidation of three Regional
Operations Centers into a state-of-the-art System Operations Center in Berlin, Connecticut. Among other
enhancements, the new center features “smart” technology for the efficient monitoring and operation of
the electric system. This move represents a major step in our efforts to more effectively manage assets,
enhance safety and improve service reliability for our customers.
Similarly, we have undertaken a four-year project to integrate and support the customer service needs of
all four of our regulated companies — CL&P, PSNH, WMECO and Yankee Gas. By consolidating six call
centers into two, integrating Customer Service and Information Technology support, and implementing
one customer information system across these businesses, we save money while further enhancing
customer service and business efficiency.
Caring for OUR CUSTOMERS