We're improving our billing and customer information system to better address the needs of our residential and business customers.
As we upgrade to a more flexible, efficient system, we want you to be assured that our plans will be implemented with the best interests of our customers in mind.
What you need to know.
NU's four utility companies, Connecticut Light and Power, Western Massachusetts Electric Company, Public Service of New Hampshire and Yankee Gas, are working together to build a combined technology infrastructure to serve customers across our service territory with greater efficiency and versatility - as well as provide consistent, enhanced access and support in emergency situations. To accomplish this, we are nearing completion of a multi-year effort to establish two state-of-the-art call centers with advanced technology and automated services.
One of the key changes currently being implemented is the installation of a new billing and customer information system to enable our Customer Service organization to serve customers from all four companies:
- Easier access to customer account information
- Real-time updating of most customer transactions
- New self-service options on both the Web and by phone
- Increased efficiency of maintaining and upgrading a single computer system
Service Interruption.
We will deploy our new system in three stages in 2008 and during each deployment, there may be some services that are temporarily unavailable. As always, we will respond to emergency calls 24 hours a day, 7 days a week. When complete, this system upgrade will enable us to provide efficient, flexible and responsive service to all our customers.
Getting the word out.
We are communicating these changes in the following ways:
- This Yankee Gas Web site will provide updated information about the implementation and two remaining implementations of PSNH, WMECO and CL&P later this year, a Q&A for customers and a sample of the new customer bill.
- A postcard was sent to all Yankee Gas customers before the Yankee Gas system was upgraded in April, referring them to this Web site for further information.
- A direct mail piece was sent to all Yankee Gas customers providing additional information about the benefits of the upgraded system to customers along with a magnet reminding them how to contact Yankee Gas.
- A bill insert will be included with the first newly reformatted bill, beginning in April, detailing the changes that have been made.
- An automated phone system is currently providing helpful updates.
For more information, please call 1-800-989-0900 or visit us online at www.yankeegas.com/service.
What does this mean for Yankee Gas customers?
Each Yankee Gas customer will receive a new 11-digit account number when they receive their first reformatted bill. Yankee Gas customers will now have the option of paying their bills online and receiving their bills electronically.
A new look to the Yankee Gas bill 
(PDF:221KB)
Reformatted to provide clearer information
- Continues to prominently display Consumer Rights information
- Utilizes the front and back to conserve paper
The Energy to Make a Difference.
At Northeast Utilities, our vision can be summed up in the words, ENERGY, GROWTH, and LEADERSHIP.
Today the key elements are in place to support this vision - a focused business strategy to guide us, a streamlined organizational structure to support you, and a renewed commitment to serve our customers, our shareholders, our company and each other to the best of our abilities.
