Big things happening at Rhode Island Energy

By now you’ve heard the news that Rhode Island Energy (RIE) is part of the PPL Corporation (NYSE:PPL) family of companies and transitioning from National Grid. You’re probably wondering what it means, what changes to expect and how it might affect you and your neighbors. Big things are happening at RIE, but our commitment to Rhode Island only grows stronger.

On Aug. 19, we roll out new customer and work management systems. This is a significant milestone, and it will mean changes for customers – such as our website, bill design and the introduction of our expanded, local customer service team. At the same time, RIE remains at its core your local energy company, headquartered in Providence.

Many things will not change. Important values at RIE will be stronger than ever. We will continue to be a customer-focused organization connecting nearly 800,000 of our neighbors with safe and reliable energy solutions. While our name is relatively new, our company traces its roots back more than a century to the Narragansett Electric Company and is proud of our legacy of service to Rhode Island. We’re dedicated to the Ocean State.

We’re part of Rhode Island from Westerly to Woonsocket and Burrillville to Little Compton. Our 1,300 local team members are your neighbors, friends and family. They will continue delivering safe and reliable gas and electric service throughout Rhode Island. In 2023 alone, these dedicated employees delivered the best electric reliability performance and gas response of any energy company in state history.

This transition has given RIE the opportunity to examine the way we do things. From our website to our bill design to the way we communicate, customers will see enhancements. The new RIE website (www.RIEnergy.com) will provide you with a more streamlined experience. For example, customers can now quickly see where they can make a payment, report an outage or start and stop service. You can manage communication preferences for your account, billing and stoArm-related notifications. The new RIE website is your hub to learn more about the changes and a place you can rely on when it’s necessary to stay up to date on storm response activity. It’s important to note that customers will not pay for these changes.

The team at RIE has put a lot of thought into how we can better serve our customers. This thinking extends to a new bill design. We’re making visual enhancements to our bills and worked so they provide useful information for our customers. Charges are broken out distinctly, with the payment amount and due dates more prominent. And we’ve enhanced the way for you to contact us, with the convenience of one number to call. This information will be easily found on our website and shared through letters, emails, bills and other RIE platforms.

As an RIE customer we do need to ask that you take some simple steps on your end. First, on Aug. 19th, plan to update your account password. As our billing system changes, it is important that each customer reviews their billing preferences so payment processing continues as expected. Customers who pay online should log in and see what changes apply to them. The website will give personalized guidance. From Aug. 15 until Aug. 19, however, our primary website and contact center will be unavailable for business transactions. During that period, our microsite (www.RIEnergy.com/changes) will be available, our social media channels will be active and our emergency lines will be staffed to respond to customer calls without delay.

Throughout the rollout process, RIE will communicate and engage with customers using direct mail, advertising, webinars and a new local contact center staffed by RIE. We’re here to assist you with this transition and handle all service requests. Our contact center will be open daily from 8 a.m. to 7 p.m. and is available 24/7 for any gas or electric emergencies.

Successful implementation of the new customer and work management systems is a substantial undertaking touching every aspect of our company. The extraordinarily complex change does not impact rates and is guided by our customer-first focus at every step.

Rhode Island and its people are very important to us. Our mission starts with safety and reliability, but our commitment goes beyond delivering essential energy services. We are helping our communities grow and thrive each day.

Editor’s Note: Greg Cornett is President of Rhode Island Energy.