Mar|Apr|2008

volume 86|02

86 Years of Energy Business

Events 6
Commentary 8
FEATURES
Industry Report 20

Climate Change Legislation

Utilites are in the dark. Is reliability at risk?

by Nancy Spring, managing editor

12

Climate Change Initiatives and 28

the Bottom Line: What SEC Reports Reveal

by Tom Mounteer and Michael Lukens,

Paul Hastings

COLUMNS
Customer Service, Utility Style 10

The Three C’s of Call Monitoring

by Penni McLean-Conner, NSTAR

Benefit of Counsel 12

As Policymakers Fight over Paradigms,

a Crisis Looms

by Richard Lehfeldt, Dickstein Shapiro LLP

Taking It Into Account 16

Interconnection Overhaul Overdue

by Dan Watkiss, Bracewell & Giuliani

Managing Uncertainty 18

A New Environmental Era:

Managing Renewable Energy Risk

by Jonathan Johns, Ernst & Young

SECTIONS
Finance ⁶²

Federal Loan Guarantees, Part II 30

by Mary Anne Sullivan and Sam Walsh,

Hogan & Hartson

Exclusive C Three Equity Index 32

by The C Three Group

Risk Management

36 Using Automation to Manage Regulatory and Financial Risk

by Larry Kuhl, Microsoft

Generation

38 The LNG Business in the U.S.:

Importers Set the Stage for Success

by Herve Wilczynski, Booz Allen Hamilton

Renewables

42 Thermal Energy Storage: Shifting A/C load to Reduce Peak Power Demand

by Greg Tropsa, Ice Energy Inc.

 

44 Energy Efficiency: The Challenge of Making it Work

by Robert Zabors, Bridge Strategy Group

IT/CIS & CRM

46 Benchmarking Inbound Call Center Operations: How Do You Compare?

by Christine K. Kozlosky, The Ascent

Group Inc.

50 Establish a Brand “Voice.” By

automating communications, Aquila and

⁵⁰ Alliant improved customer service

by Pat Whelan, Varolii Corporation

 

52 CS Week Promises the Best in Education and Networking

 

54 CS Week Up to the Challenge by Jerry Duvall, CS Week

56 CS Week Conference Workshops

61 CS Week Exhibit Hall

T&D

622 Using CAIDI as a Leading Indicator by Keith Michaelson, RHS&A, Rod Kalbfleisch, Connecticut Light & Power, and Bill Burley, Northeast Utilities Service Company

Management Methods

66 Seven Criteria of the Strategic
Business Leader in Energy
by Bill Scheessele, MBDi

66