Emera considers ways to blend operations
Plans include shifting customer service positions to Presque Isle
By Kathy McCarty
Staff Writer
Officials with Emera, the Halifax, Nova Scotia-based company which owns both Bangor Hydro and Maine Public Service, are considering ways to combine operations to better serve utility customers throughout their coverage area. One idea under consideration is the integration of customer service.
“As you are probably aware, Bangor Hydro’s parent company, Emera, acquired Maine Public Service late last year. As a result, over the past year we’ve been analyzing how to consolidate operations in a way that is most efficient and ensures a continued high quality of service and maintains rates,” said Susan Faloon, communications officer, Bangor Hydro Electric Company, of Bangor.
Faloon indicated officials are looking at shifting customer service from Bangor Hydro offices to Maine Public Service Company’s facility in Presque Isle, over a period of time.
“We are in the early stages of our process and this is just one of many proposed directions considered as part of the overall integration of our companies,” said Lois Smith, senior vice president and interim general manager of MPS.
Smith said changes will not happen overnight.
“Bangor Hydro and MPS will continue to work through these proposals, which are expected when integrating two companies, to find a sustainable business model that delivers excellent customer service, stabilizes or lowers rates to customers and is respectful to all employees,” said Smith.
Faloon said no employees are slated to lose their jobs as a result of the shift of service from Bangor the Presque Isle.
“Our plan would be to add positions in Presque Isle as employees voluntarily leave positions in Bangor,” said Faloon. “There are no plans for reductions in either customer service center in Bangor or Presque Isle and no plans to make changes affecting current employees.”
“No employees currently working in Bangor will be asked to relocate to Presque Isle. We will continue to maintain two service centers at this point in time,” noted Faloon.
Faloon explained the proposal is to eventually move the customer service center in Bangor to Presque Isle over time, once current customer service employees have voluntarily left the company due to retirement or other reasons.
“As customer service representatives voluntarily leave the company, the positions would be filled in Presque Isle instead, with all positions ultimately being housed in Presque Isle at some point,” said Faloon.
This process is not being driven by any budget constraints or a need to cut costs, said Faloon.
“We are always looking to operate our business as efficiently as possible,” she said.
Plans also include shifting some positions from Presque Isle to Bangor in the future as well, Faloon said.
“Our vision for consolidation also involves some Presque Isle non-customer service positions moving to Bangor. Growing the customer service center in Presque Isle is intended to balance the number of overall positions in the two service areas in an effort to continue to maintain a strong presence in the northern service territory and provide excellent service to all customers. Customer service is a position that would work well in either service area, whereas it makes more sense to move other positions to Bangor,” said Faloon.
Plans have not been finalized, according to Faloon, since regulatory approval is necessary before further action can be taken.
“This direction has not been finalized as it is subject to regulatory approval, changes in our business over the next few years, which can be difficult to predict, as well as collective bargaining activities that need to occur before changes can be made,” said Faloon.
