Xcel Energy 2004 Annual Report Download - page 14

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Xcel Energy Annual Report 2004
12
Finally, one of our most signifi cant environmental efforts is working with customers
to conserve energy and manage its use. In 2004, we helped Xcel Energy customers
conserve almost 340 gigawatt-hours of electricity, the equivalent amount of electricity
used by 45,000 homes in a year. Our natural gas customers conserved the equivalent
amount of natural gas used in 7,000 homes annually.
customer service
The reliability of our electrical system is a good measure of customer satisfaction. In
2004, we increased system capacity, addressed pockets of poor performance and added
employees in some areas – for outstanding results. Based on the industry measure
of total outage minutes experienced by our customers, we improved our Colorado
reliability performance by 33 percent over last year and our Minnesota performance
by 20 percent.
We carefully track our contacts with customers, believing that every interaction a
customer has with Xcel Energy should be positive. At the end of 2004, Xcel Energy
ranked in the top 10 percent for customer satisfaction among residential customers,
compared with other utilities.
We also rely on improved technology in our customer service effort. In 2004, we
launched a new billing and customer service system that should enhance effi ciency.
Our natural gas customers will benefi t from an upgraded central computer system
that is able to monitor in real time 293 locations, including meter, regulator and
compressor stations as well as natural gas plants.
Xcel Energy crews care about customers – no matter where those customers reside.
About 250 Xcel Energy employees from across our 10-state service territory traveled
to Florida and Alabama to help in the restoration efforts following Hurricanes Frances,
Ivan and Jeanne. Electric utilities maintain mutual-aid agreements for responses to
storm-caused destruction. Progress Energy, Florida Power and Light, and Alabama
Power reimbursed Xcel Energy for all costs associated with the storm cleanup.
community care
Because Xcel Energy is only as strong as the communities it serves, the company
devotes signifi cant funding and effort to community care. In 2004, the Xcel Energy
Foundation granted $8 million in corporate funding to charitable organizations. The
foundation targets its grants toward education, arts and cultural activities, and building
stronger communities.
signifi cant funding and effort to community care