A little more than a year ago, CPS Energy hit the road on a mission to take its People First philosophy to customers with its Mobile Support Center (MSC). Last week, the team was recognized and named the winner of a prestigious CS Week Expanding Excellence Award by CS Week 2018 for the project. The Expanding Excellence Award, Level 1 – Innovation in People & Process honors for innovative approaches in engaging customers and improving the customer experience. The MSC, a 38-foot, 12 ton bus equipped with technology to make it a multi-faceted mobile device, does just that because it was created and designed with the customer in mind.
“Our Mobile Support Center demonstrates a proactive, innovative approach to provide the best service to our customers, and we are thrilled to receive this award for our efforts,” said Maria Garcia, Vice President of Community & Key Accounts Engagement. “This project gives us the opportunity to improve the customer experience and engage with our customers in their neighborhoods when they need us.”
Today, the bus is on the street providing the best service to customers in locations they innately gravitate towards – churches, parks, community centers, and their subdivisions thus reaching more customers quickly and efficiently without having to be tied down to brick and mortar facilities.
In additional to enhancing customer service awareness and visibility in the community, the MSC renders itself to be more than a “bus” and to be a community and educational resource by being accessible for all our services.
The MSC has increased customer engagement, helped staff members promote assistance programs, served as an outdoor classroom for students and contractors to learn about public safety and used as an enrollment center at various community events. And as a bonus, the MSC gives customers something they would not expect…free service by way of charging stations and Wi-Fi which is especially handy during major outages.
The MSC has been deployed to several extended outage events including responding nationally for mutual aid assistance when two category 4 hurricanes devastated Texas and Florida serving as a command center.
The MSC continues to build on our promise to be accessible and mobile in the community, actively engaged with customers, and has proven to be an effective tool adding to the value we bring to our community.
Short videos highlighting CPS Energy and other winning utilities were shown at the general session. For more information about the 2018 award winners and finalists or a complete listing of CS Week Expanding Excellence Awards and categories, visit http://www.csweek.org/web/Online.
Community Programs Director Jesse Hernandez accepts the award from Rod Litke, CEO of CS Week.