Journey Mapping
A critical first step in improving your customer experience is understanding and mapping your customer’s most common journeys (pay bill, start or stop service). Where do pain points exist that make it difficult for the customer to do business with you? Reducing this friction and identifying what your teams are doing well can help you create a positive customer experience and a more loyal, retained customer base.
Considerations for the Successful Implementation of API 1173
The industry is focused on improving safety performance and strive to zero pipeline incidents. API 1173 “PSMS” was designed to provide operators a flexible, scalable approach to a “Plan-Do-Check-Act” cycle for continuous improvement. This discussion will provide considerations for application of API 1173 in Construction and Engineering Operations.
Inclusion & Diversity 101: The Journey & Sustainability
Learn what I&D means and the scope of I&D work at member SGA companies as a subset of other national industries. Learn how this work benefits companies and its employees. Learn the challenges that companies have implementing I&D efforts. Learn about how I&D efforts can be helpful in these times of COVID recovery.
Hot Topics in Safety
OSHA does not provide a roadmap on how to comply with all their regulations. Some regulations are even considered performance-based leaving implementation and adherence up to the company to determine how regulatory compliance will be met. This session will provide attendees an opportunity to ask questions regarding compliance issues and implementation on those hot safety topics that you have always wondered about.
Home Agents - How Has it Evolved? A Panel Discussion
Hear directly from a panel of contact center professionals that have transformed their call centers by introducing home agent programs at their companies and evolving them to benefit the customer and employee experience.
Hazardous Safety: Flexible SOPs and Accurate Risk Assessments
Safety practices can become the very hazard they are designed to control. When safe practice lacks timely and accurate risk assessment and is bound by rote check-box routine, safe practice becomes blind to actual hazards. Standardized safety practice may put personnel in harm's way.
Over the last 20 years, the evolution of safety management has swung from being reactive and accepting of incidents to being proactive and preventing incidents. However, has this proactive pendulum possibly swung too far allowing safety management to establish far-reaching standard practices to operate where no hazard exists? This session approaches safety management from the perspective of Organizational Behavior and Anthropology. Corporate and business leaders can have their position enhanced by adopting a more inquisitive point of view for safety management rules and allowing pointed risk assessments where previously rote standards of operation existed. Those questions and assessments, formal or impromptu, will allow leaders to accurately apply safe practices and avoid hazards to personnel created by rote standards. Factors and variables such as geography, environment, technology, science, psychology and physiology may influence safety standards in finite situations requiring directed flexibility and risk assessment.
Management of Procedure Documentation
Discover ways to create, implement, and drive procedure documentation to ensure alignment with organizational practices. Presenters will discuss what is required to effectively centralize the creation, revision, and approval of company procedures.
GPS Barcoding: The Future of Underground Traceability
One Future Coalition & Virginia Natural Gas - Case Studies of Methane Emissions Reduction
The ONE Future Coalition is a group of 26 Natural Gas companies working together to voluntarily reduce methane emissions across the Natural Gas value chain to 1% (or less) by 2025. Our coalition is comprised of some of the largest Natural Gas Production, Gathering & Boosting, Processing, Transmission & Storage and Distribution companies in the U.S. and represents approximately 15% of the U.S. natural gas value chain. From 2017 to 2018, ONE Future decreased its methane intensity by .52% registering a methane intensity of 0.326%, demonstrating that the natural gas industry can minimize methane emissions and increase production and throughput while supplying much needed energy to the U.S. and around the globe for years to come.
PHMSA Audit Review/Operator Feedback
This session will provide an overview of the PHMSA audit process for evaluating compliance with the new Reservoir and Salt Cavern storage rules. Action items necessary for a successful audit will be described and operators who have been through an actual PHMSA audit will share their experiences.
Stress Testing Continuity Plans
Station Design - City Gate Stations
Spike Testing Case Studies
Are you getting ready to perform a spike test? This session will be an introduction to and discussion of spike testing. The panel of industry experts will provide a detailed road map for planning and executing a spike test, including lessons learned from previous projects. The panel will also provide a list of tips to help ensure your spike test is a success. Upon completion of the presentation, the panel will address the audience’s questions.
Spire Customer Connect Project - Creating an effortless experience for all our customers
In 2016, Spire kicked off the Customer Connect to bring all customers served in Missouri and Alabama into one Spire branded customer portal. Coinciding projects rebrand five utilities into one singular entity: Spire. Each utility had their own company website, customer portal, regulatory requirements, billing systems, payment processors, and workload routing systems. Every aspect would have to be considered when building and designing one customer portal that would dynamically respond to the customers based on where their service address was located and their unique account information. This session will discuss the different phases, steps, and outcomes of the Customer Connect Project.
How Do you Solve a Problem Like "No Call" Maria
A review of Texas stats of No One Calls to present date. Information on a survey conducted by the Damage Prevention Councils of Texas on why Texas has the highest percentage of hit lines. Discussion of new ideas to take the conversation from awareness to changing behavior.
Opportunities for Solutions during the COVID-19 Pandemic: From a Land Perspective
Right of way practices pushed to change amidst the pandemic leads to surprising innovations. Where adapting to this unpredictable world will become a part of your daily routine.
Service Restoration After a Mass Outage
This session will cover key concepts related to Service Restoration after a Mass Outage. From a Leadership Perspective: The session will cover key elements in the management of a mass outage- Managing the Repair, the Employees, and the Relights. Best practices from Atlanta Gas Light’s Mass Outage Process will be shared, as well as lessons learned from working previous Mass Outages. From a Field Service Technician Perspective: The session will walk participants through general processes and procedures from start to finish and provide minor natural gas appliance repair and functionality.
Operating in a Carbon-Neutral World: Conversation with the One Future Group
Combined session with RDM and Residential Sales and Marketing groups. Educate on environmental narratives on gas, and what are we doing as an industry to combat the narrative.
SafeStart: A Behavior-Based Approach to Safety
This will be an introduction to SafeStart. What it is, how it came to be, the product itself, and a personal testimonial.
Realities of Renewable Natural Gas: Trends Across the Nation
Renewable Natural Gas or RNG is a hot topic in many communities. In this session, we’ll take a deep dive into the fundamentals to give you the understanding you need to communicate the role RNG plays in today’s energy landscape. We’ll also explore current trends and how RNG can fit within a utility’s environmental goals and contribute to community resiliency.