Pacific Gas & Electric: Smart Rate: Product Design Converges on Customer Experience
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Pacific Gas & Electric: Smart Rate: Product Design Converges on Customer Experience

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The chief value of the case study is to supply other practitioners with a sense of the attitudes and relationships that needed to change in order for PG&E to successfully implement the SmartRate program.

Going beyond what a standard process evaluation would cover, PG&E staff discuss the evolution of their organizational culture, their expectations, and their understanding of the value they place on their customers.