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ONE STOP SHOPPING
Fayetteville Public Utilities
FPU is a high-tech, one-stop shop for customers seeking solutions for everything from electricity, to natural gas, water, cable and popular VOIP communications technologies.
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A Full Menu at FPU by Rebecca Rodriguez
Fayetteville Public Utility’s (FPU) breadth of services has made them a high-tech, one-stopshop for customers. In addition to electric and natural gas, this public utility in South-Central Tennessee offers water, waste water, cable and Internet. Last July, voice over IP was offered for the first time. The popularity of the utility’s telecommunications services is taking off. The department was added in 1999 and is now serving about 3,000 customers. “We see our company as being one of the leaders in new technology,” said Britt Dye, CEO and general manager. There are not many municipal utilities in the nation offering telecommunication services, he added. The telecommunications department is growing its customer base by about 2 percent per year. Dye is pleased with the growth rate but would like to see it increase even further. He is also looking to soon expand into rural areas, explaining that he is pursuing more grant and federal stimulus money. “We are looking into all avenues to get funds to build that infrastructure,” he said. Growing the telecommunications department into such a strong component of the company is a great source of pride for Dye. But competing with private companies offering cable, Internet, and phone has been a challenge. “We can’t compete with price, we have to win customers by the service we offer,” Dye said.
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But while FPU’s services are not the cheapest, Dye points out the company’s speed of response when there’s a problem. “We respond to cable, Internet, and phone outage just as we would respond to a power outage. Twenty-four hours a day, seven days a week,” he said. While people with a private telecommunications company might get a voice recording when they call and a response time of three days, FPU offers an immediate response, usually within 45 minutes, Dye said. “We try to solve the problem over the phone, if not, we roll the truck,” he said. Part of FPU’s high level of customer service is its commitment to communication with the customers. Dye writes a column addressing current issues on the company’s website:
http://www.fpu-tn.com/. The company also runs its own cable station, Fayetteville Public Utilities’ Cable Channel 6 which airs FPU-produced shows. Last May, FPU expanded its local Channel 6 cable television broadcasts by streaming it in live to its website. The station runs community programming, including coverage of municipal meetings. “This is something many folks have been waiting for, and it may help bridge a small gap in certain areas where we currently do not offer cable TV service,” said Dye. An important component to customer service is knowing what’s on customers’ minds. And for FPU customers, it’s the rates. Both federal and state requirements, especially new state guidelines concerning water and
“We respond to cable, Internet, and phone outage just as we would respond to a power outage. Twenty-four hours a day, seven days a week.” Britt Dye | CEO 4 Energy Leaders Today Spring 2010
wastewater have put financial pressure on FPU. It costs more to get qualified people to meet new requirements, and all those factors get passed on somewhat to the consumer, Dye said. It’s happening everywhere. But customers are not concerned with what happens everywhere, he added. ‘What you need to do is justify things to them and then you get the customers’ trust,” Dye said. “You have to keep them informed.” During last year’s budgeting process, FPU cut operational costs and internal costs so as not to raise rates. “We had no layoffs and no pay increases,” Dye said. “We’re just doing more with less. All of our employees are on board with that. We tightened our belts and cut spending. There’s no room for waste. We budget out every penny.” Part of cutting costs is keeping a lean staff. Workers at FPU are cross-trained so they can cover shifts in any of the different departments. “When we train them, we train them in several areas,” Dye said. “Whatever the employee is willing to learn, we give them the opportunity to do it. We have very intelligent and versatile employees.” And having versatility means one person can be sent out to set meters, light gas, or solve a water issue. “I don’t have to send out three different people for three different services. I can send
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one person,” Dye said. The company has a good reputation and attracts solid employees. “There’s good moral. We have good pay, benefits, and I would say they’ve got a good boss,” Dye said with a chuckle. Dye has been working for the company since 1977 when he was 18 years old. He worked his way up the ranks and in 2006, became CEO and general manager. His goal for the future of the company is improving system reliability, which requires much maintenance, he said. A three-year work plan includes $17 million in system upgrades, including improving the wastewater infrastructure. One systems upgrade integrates customer information and computerized outage management to reduce the time it takes to repair damage after storms and restore power to customers. Advancements in technology have meant FPU can now monitor voltage, water levels, and gas pressure via computer links. This outage management system will allow customer service representatives to use their computers to view those areas affected by an outage. Putting the customer first and offering a full plate of services is what has made FPU strong. And as Dye’s vision grows, the company grows. But he tips his hat to those he counts on. “It’s the customers and our employees that make our company work,” he said. ELT
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