Insight from the Trenches: Matt Custer

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Local regulatory stakeholders are often first in line to complain when outages impact their constituents. For this reason, it pays to be proactive. Train field personnel to keep you updated so you are ahead of outages, thereby allowing you to deliver proactive updates to regulatory leaders.

For example, I always made it a practice to call freeholders when I knew there was an outage coming, which enabled them to respond to constituents when they called. As another example, we once had the Delmarva peninsula on rotating blackouts due to generator outages, extreme heat and voltage issues, and we proactively contacted the state police so they could have a say in what was included in the rotation because they wanted to preserve traffic signals at major intersections. The end result is always more helpful and reasonable stakeholder behavior. There is little doubt – there are a plethora of benefits when it comes to proactive communication!

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