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ATLANTA, GA., March 26, 2002 - An increasing number of North American energy and utility providers will outsource their customer information systems and other customer service center functions in the coming years, a new Chartwell analysis of the energy industry reveals.

The restructuring of the energy services industry has prompted utility executives to view business processes in a whole new light, and outsourcing is one option decision makers have in front of them when looking to increase efficiency and lower costs. As a result, an increasing number of electric and natural gas utilities report outsourcing certain business functions surrounding their billing and customer contact center processes, recent Chartwell surveys of customer service and IT professionals unveiled.

For example, 24% of utility companies reported outsourcing certain business processes in their customer contact centers, an increase from less than 10% in the late 1990s. In its new report Outsourcing: Solutions for the New Utility, 2002 industry research firm Chartwell predicts this activity will increase significantly in the next several years. In contrast, the report also notes that outsourcing of certain meter reading functions remained flat in latest metering poll when compared to prior meter reading studies.

These and many other findings are included in Chartwell's latest publication, Outsourcing: Solutions for the New Utility, 2002 which details the state of outsourcing activity in customer management technologies and other essential functions surrounding the vital area of customer service in the utility industry.

Outsourcing: Solutions for the New Utility, 2002 provides a comprehensive look at the current state of outsourcing activity in the utility industry and emerging trends in this area. This research tool includes an indepth analysis of the industry - such as the percentage of utilities outsourcing a particular function and projected growth in certain areas.

Also included are cost comparisons of outsourcing vs. in-house handling of specific functions and percentages of utilities outsourcing or considering outsourcing their customer care needs, broken down by investor-owned utilities, municipalities and electric cooperatives. Topics covered include:

• Customer service
• CIS & billing; and
• Meter reading and related technologies.

Outsourcing: Solutions for the New Utility, 2002 was compiled from Chartwell's industry-leading publications. Purchase this book for only $695. For more information, visit www.chartwellinc.com or 404.237.9099.

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