OG&E 2011 Annual Report Download - page 6

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4OGE Energy Corp.
Today’s customers don’t expect to be passive users of our services and won’t
be satised with a one-size-ts-all approach. They want a timely response to
their needs and expect us to provide solutions, not obstacles.
Responsiveness and positive customer experiences are key drivers to achieving
sustained growth and preferred partner status in the highly competitive natural gas
midstream market. Our Enogex members are focused on reducing cycle time,
cost and rework, which will help us meet the growing needs and expectations
of our producers and end users.
At OG&E, an extensive research program helps us understand how utility customers
experience our products, services and front-line interactions. They’ve provided
a wealth of information that we’ve used to make process improvements, plan
new products and take advantage of new technology.
Whether we’re streamlining workows or further dening engineering design
standards, our commitment to the customer is paramount.
Positive Customer Experiences
The Long, Hot Summer Rachel Hathorn is part of OG&E’s Customer Service support team. With 63 days over
100 degrees last summer, she and others worked with customers to develop payment plans. To provide short-term
relief, we announced a suspension of disconnects during August. Customers were still responsible for their bills,
but they didn’t have to worry about having their electricity turned off during the hottest month in decades.
WE DELIVERED