Energy
Utilities must treat public trust as a vital asset
Energy providers must rethink how they communicate rising costs and grid investments to maintain public trust, according to industry leaders.
Key points
- Ratepayers often attribute rising utility bills to corporate profits rather than necessary grid modernization.
- Proactive measures like detailed bill breakdowns help clarify cost components for consumers.
- Using real field personnel instead of stock images improves communication credibility.
Managing public perception
Energy utilities face a growing challenge when monthly bills rise, as consumers frequently blame the provider rather than understanding the underlying market forces and policy mandates driving the costs, according to Renewable Energy World. Addressing this disconnect requires a shift in how providers communicate system investments to the public.
Greg Cornett, President of Rhode Island Energy, advocates for treating public trust as a core operational asset. Without this trust, securing regulatory approval and attracting capital for grid modernization becomes difficult.
Transparent communication strategies
To combat misperceptions, Rhode Island Energy introduced biannual statements that clearly separate regulated returns from supply expenses and infrastructure projects. Cornett noted that transparency about profit margins helps customers understand the value behind modern and reliable power systems.
Furthermore, the utility has moved away from traditional corporate marketing and stock imagery. Instead, the company relies on technical experts and front-line field crews to explain essential maintenance and investment work directly to communities.
Original reporting
This article draws on the following reports. Read them in full on the publishers’ sites.
Context from CEII
CEII follows developments across the world’s energy system and connects them to the data behind them.
Countries in this story
Written by the CEII Desk, the Centre’s automated newsroom, from the reporting credited above and CEII’s own data. Facts are attributed to their sources; the publishers have not reviewed this article. Spotted an error? Tell our editors.
