SAINT JOHN ENERGY OVERVIEW

Saint John Energy is officially known as “The Power Commission of the City of Saint John”. It was formed in 1922 as a Commission of the City to distribute electricity to the citizens of the City of Saint John. Saint John Energy presently serves over 36,000 customers. It is a local distribution company (LDC)  with a vision to be a national utility leader in the transition to Net Zero. We are viewed as one of Canada’s most progressive in terms of innovation. 

• Recognized with several prestigious awards nationally and internationally for being progressive and innovative. 
• Recognized with one of the highest net promoter scores (strong brand) in the country as measured by Electricity Canada. 
• Provide the lowest electricity rates in Atlantic Canada. 
• Deployed the world’s first utility scale Tesla Megapack with plans to deploy additional battery storage in 2023 (5.7MW Tesla Megapack). 
• Developing Canada’s largest distribution connected wind energy project that will serve 15% of our load requirement which will be online in 2023. 
• Deployed an advanced distribution management system that leverages machine learning for forecasting demand reduction. 

At Saint John Energy, we are passionate about providing value to our stakeholders. Our customers are central to every aspect of our operations as Saint John’s premier provider of energy, excellent service, and value.  For nearly a century, we’ve powered the people of Saint John—at home, at work, and at play. Our customers are counting on us to keep their power on and their rates stable and our track record shows that we’ve done this successfully for a long time. We’re ready to play a bigger role in Saint John’s future. Our customers are looking for products and services that help them use energy more efficiently and that comes from cleaner and more renewable sources. We are ready to evolve and create more value for our customers, our city, and our province.

Saint John Energy has obtained the CEA Sustainable Electricity Company ™ Brand and have identified core sustainability issues that are important to us and our stakeholders as per ISO 26000 guidance.

Our mission: We provide affordable, reliable, and innovative solutions to our customers, helping them make informed choices so they can take control of their energy needs.

Our vision: To be a national utility leader in the energy transition to Net Zero.

More information on Saint John Energy and its operations can be found at www.sjenergy.com and www.zero30.ca

PROJECT SCOPE & OBJECTIVES

Saint John Energy is seeking proposals from qualified consultants or consulting firms to develop a Customer Experience Roadmap and the Technology Strategy to enable it. The customer experience roadmap will define the path forward to a desired future state of customer experience, which will reflect several sources of customer feedback, including surveys, interviews, social media monitoring, and call analysis.   The Technology Strategy will be a comprehensive plan that outlines the suite of applications and/or tools that will deliver the desired outcomes of the Customer Experience Roadmap. The technology strategy recommendation should reflect market trends and emerging technologies to deliver personalized, seamless experiences that foster long-term relationships and adapt to changing customer expectations. 

The Statement of Work (SOW) outlines the scope, objectives, deliverables, and timeline for the project aimed at developing a Customer Experience Roadmap and recommending a Technology Strategy to enable it (including recommendations for a customer portal and customer information system that will integrate with our workforce and work management systems to enable the customer experience defined through the first deliverable of this project.)   

The project will involve a comprehensive assessment of the existing customer experience (including a review of existing voice-of-the-customer research done to date), desired future state customer experience (using customer journey mapping techniques), development of requirements, a review of existing systems, vendor evaluation, and the development of a recommendation report that defines a technology strategy to deliver on the desired future state, which should reflect the integration of the Customer Portal, Customer Information System (CIS),  interactive voice response (IVR) and workforce management processes and systems. 

 Objectives 

The primary objectives of this project are outlined below. 

Define and document the ideal future state of the customer experience for all products and services that are aligned to the voice of the customer and relevant feedback, and the Customer Experience Roadmap to reach that ideal future state  

Deliver a recommended Technology Strategy to enable the Customer Experience Roadmap and the associated desired future state of SJE customer experience