How Montana Utilities Can Learn from GWR's Success in Managing Population Growth

Montana, often celebrated for its breathtaking natural landscapes and a slower pace of life, is experiencing a significant demographic shift. As more people discover the state's charm, the population is growing rapidly, with an influx of young families, professionals, and retirees seeking a better quality of life. This demographic evolution brings both opportunities and challenges for the utilities that serve these communities.

Understanding Montana's Demographics and Utility Challenges

As of recent estimates, Montana's population has been increasing, particularly in urban centers like Billings, Missoula, and Bozeman. This growth is accompanied by a diverse age range, with a notable number of residents falling within the 25 to 54 age bracket. While this demographic shift can stimulate economic development, it also poses unique challenges for utilities responsible for providing essential services such as water, gas, and electricity.

1. Increased Demand for Services: With more residents comes a heightened demand for reliable utility services. Utilities may struggle to keep up with the rising requests for new connections, service upgrades, and routine maintenance.

2. Aging Infrastructure: Many utility systems in Montana were built decades ago and may not be equipped to handle the growing population. Aging infrastructure can lead to inefficiencies, increased maintenance costs, and service interruptions.

3. Limited Resources: Smaller utility companies may face staffing and budget constraints, making it difficult to scale operations quickly to meet the demands of a growing customer base. This can lead to overwhelmed customer service teams and longer response times for service requests.

4. Customer Expectations: As new residents arrive, expectations for service quality and accessibility are changing. Many customers now expect digital solutions, such as online account management and self-service options, which some utilities may not yet offer.

5. Environmental Concerns: With a growing population, utilities must also address environmental sustainability and water conservation issues. This requires innovative solutions to manage resources effectively and educate customers on responsible usage.

GWR's Experience in Arizona

GWR is a utility company that manages water services for over 60,000 customers in Arizona. Over the past few years, they have faced a significant increase in population, particularly in urban areas like Phoenix and Tucson. This growth presented challenges for GWR, including a rise in service requests and increased expectations for fast, digital services.

To address these challenges, GWR made a strategic decision to adopt technology that could help them manage their operations more effectively. Their story offers valuable lessons for Montana utilities facing similar pressures.

Embracing Technology for Efficiency

GWR realized that technology could be a powerful tool in managing their growing customer base. They implemented a platform called VXsmart, which included self-service options that allowed customers to handle many routine tasks on their own. This decision transformed their operations.

Montana utilities should consider investing in technology that offers self-service options for customers. This could include:

• Online Portals: Create websites or apps where customers can manage their accounts, pay bills, and request services.
• Smart Meters: Install smart meters that allow customers to monitor their own usage and report issues without needing to call customer service.
  
  

Automating Routine Tasks

Before adopting VXsmart, GWR's customer service team was overwhelmed with calls for routine requests, such as starting or stopping service, reporting leaks, and asking billing questions. These tasks took up valuable time that could have been spent on more complex customer needs.

By automating these routine tasks, GWR was able to free up their staff to focus on higher-value interactions. Montana utilities can benefit by automating routine tasks such as:

• Billing Inquiries: Allow customers to check their billing status and history online.
• Service Requests: Create forms for common requests like new service connections that customers can fill out on their own.
  
  

Enhancing Customer Engagement

With the introduction of self-service options, GWR saw a significant increase in customer satisfaction. Customers appreciated being able to resolve issues quickly and conveniently, without needing to wait on hold for customer service.

Montana utilities should focus on enhancing customer engagement by:

• User-Friendly Interfaces: Ensuring that online portals are easy to navigate and accessible for all customers.
• Mobile Apps: Developing mobile apps that allow customers to access services on the go, providing them with the convenience they expect.
  
  

Proactive Communication

GWR adopted a proactive approach to communication, keeping customers informed about service changes, maintenance schedules, and conservation tips. This strategy not only improved customer trust but also helped reduce service calls.

Montana utilities can enhance communication by:

• Regular Updates: Sending newsletters or emails with updates on service improvements, conservation efforts, and community events.
• Social Media Engagement: Using social media to share information and engage with customers in real time.
  
  

Data-Driven Decision Making

GWR utilized data from their VXsmart platform to track customer interactions and identify trends. This information helped them understand where they could improve their services and how to allocate resources more effectively.

Montana utilities should embrace data-driven decision-making by:

• Collecting Customer Feedback: Regularly surveying customers to understand their needs and expectations.
• Analyzing Usage Patterns: Using data analytics to monitor usage trends and identify areas for improvement.

Moving Forward: Strategies for Sustainable Utility Growth in Montana

Montana’s utilities are at a crucial crossroads as the state experiences rapid population growth. By learning from GWR's success in Arizona, Montana utilities can embrace technology, automate routine tasks, enhance customer engagement, communicate proactively, and utilize data to make informed decisions.

By implementing these strategies, utilities in Montana can navigate the challenges of growth while providing reliable and efficient services to their customers. In doing so, they will not only meet the demands of a changing population but also position themselves for sustainable growth in the future.

As Montana continues to evolve, the right technology and proactive strategies will be key to ensuring that utilities can keep pace with the needs of their communities.