In regulated utilities, customers have no option to switch providers. That is why state utility commissions—known in some states as Public Utility Commissions (PUCs), Public Service Commissions (PSCs), or Utilities Boards—step in to monitor Service Level Agreements (SLAs). While the name may vary, these regulatory bodies exist in every state and are tasked with ensuring that utilities deliver reliable service, respond quickly to customer needs, and remain accountable through clear performance standards.
Meeting these regulatory expectations while managing operational strain is a huge challenge. During sharp seasonal peaks, like heat-driven summer demand, winter gas usage, and sudden emergency outages, the ability to scale quickly and efficiently has become as important as compliance itself.
This article explores the SLAs commonly monitored by utility commissioners, why they matter to both customer experience and business performance, and how the right partner can help utilities scale during peak seasons to not only meet but consistently exceed these obligations.
In the U.S., utilities generally fall into two models: regulated and deregulated. In regulated markets, where one provider serves the community, utilities focus less on competition and more on consistently delivering reliable, accurate, and responsive service in line with commission standards. Even small misses on SLAs, like call response times or billing accuracy, can trigger penalties, audits, or reputational risk. Scaling operations here is less about choice and more about meeting mandated standards consistently.
In deregulated markets, multiple providers compete to serve the same community, which means utilities must work harder to stand out. Success depends on how well they innovate, respond quickly, and deliver a strong customer experience. Their ability to scale during peak demand or disruptions often determines how competitive they remain in retaining and attracting customers.
Whether compliance-driven in regulated markets or customer-driven in deregulated ones, utilities need to manage the same operational challenges. That’s why utility commisioner-monitored SLAs have become the key benchmarks for performance, especially during peak demand.
Rules vary by state and utility class, but the measures below show up frequently across electric, gas, and water providers.
Average Speed to Answer (ASA) measures the time it takes for a call to be answered, while Telephone Access reflects overall ease of connecting by phone, including call completion and availability.
Regulators typically require that 80% of calls be answered within 30 seconds, with a stricter 20-second target for emergencies. For example, the Public Utilities Commission requires Class A and B water utilities to meet this standard, and similar measures are used in other states such as New York. However, some utilities are extending these thresholds to 45 or even 60 seconds to balance service quality with operational efficiency and staffing costs.
This matters because quick, reliable access reduces customer frustration, prevents escalation, and boosts satisfaction. Operationally, it also lowers abandonment, improves efficiency, and strengthens a utility’s standing with regulators in rate-case proceedings.
Call Abandonment Rate measures the percentage of callers who hang up before reaching an agent. It reflects customer patience, accessibility, and the effectiveness of call center operations.
Regulators generally expect abandonment rates to remain at or below 5%. For example, the Public Utilities Commission requires regulated water utilities to maintain a maximum abandonment rate of 5%, and many other state service quality plans include similar thresholds.
This matters because high abandonment erodes trust—especially during storms, billing cycles, or other peak periods when customers most need reliable service. Keeping abandonment low reduces frustration, improves efficiency, and minimizes repeat calls. Operationally, it strengthens workforce planning, enhances overall performance, and helps utilities maintain credibility in regulatory proceedings.
Billing Accuracy and Timeliness reflect a utility’s ability to deliver customer bills on schedule and with minimal errors. These measures are critical because they influence customer trust, satisfaction, and compliance with regulatory standards.
Utilities are generally expected to achieve around 99% on-time bill rendering with very low error rates. In some states, regulations require at least 99% timeliness and limit bill error rates to 3%, which effectively means utilities must maintain 97% or better accuracy (CPUC GO 103-A, Appendix E).
This matters because accurate, timely bills reduce disputes and prevent unnecessary calls to customer service. When customers receive bills correctly and on time, confidence in the provider grows and escalations decline. Operationally, maintaining billing performance minimizes costly rework, eases regulatory reviews, and supports long-term loyalty by demonstrating reliability in one of the most visible aspects of service.
Service Order Completion measures how quickly a utility fulfills routine requests such as starting or stopping service, reconnecting customers, or completing simple field work. These timelines are a key part of regulatory standards and directly influence customer trust.
Most regulators set expectations of 1 to 5 business days for completion, excluding construction. For example, the Public Utility Commission of Texas requires utilities to provide service to qualified applicants within five working days unless line extensions are needed. Similarly, the San Francisco Public Utilities Commission establishes a five-business-day review period for start-service requests.
This matters because predictable service reduces repeat calls, rescheduling, and customer complaints about missed appointments. When providers set and meet expectations consistently, confidence in the utility grows and customer satisfaction improves. Operationally, adhering to tighter schedules minimizes truck rolls, optimizes workforce use, and reduces service backlogs—helping utilities improve efficiency while maintaining compliance.
Reliability is one of the most visible measures of utility performance, tracked through benchmarks such as SAIDI (average outage duration), SAIFI (outage frequency), and CAIDI (average restoration time).
Regulators closely monitor these metrics. Minnesota, for example, requires annual reliability reporting under Rule 7826.0500, while Oregon mandates strict timelines for major event reports.
Seasonal realities add pressure, with the North American Electric Reliability Corporation (NERC) publishing seasonal assessments that highlight rising risks of shortfalls during extreme weather. These requirements stress the need for both rapid restoration and resilient surge planning.
This matters because outages are defining moments for customers. Clear, timely communication reduces frustration, while fast restoration builds trust. Operationally, strong outage response lowers penalties, strengthens regulatory standing, and sustains a utility’s reputation for reliability.
Complaint response measures how quickly and effectively a utility addresses customer issues raised directly or through the commission. Regulators set strict timelines to ensure complaints are acknowledged, documented, and resolved without delay.
For example, Texas requires electric providers to respond to Commission-forwarded complaints within 15 days, with penalties or enforcement actions for missed deadlines. Similar requirements exist across other states.
Timely, transparent responses help prevent complaints from escalating to media outlets or social channels. Consistently meeting or exceeding defined timelines builds customer confidence and minimizes public scrutiny.
At the same time, effective complaint resolution reduces the investigative burden, contributes to more favorable outcomes in management audits, and reinforces a utility’s regulatory standing.
Meeting service-level agreements requires more than efficiency in operations. It calls for reliable communication, proactive support, and customer-centered processes. By focusing on these areas, regulated utilities not only maintain compliance but also strengthen trust and deliver a more resilient customer experience.
comes from consistent reliability, clear communication, and, more than ever, the quality of the digital experience. High-performing utilities make it easy for customers to:
During crises, communication must be clear, consistent, and empathetic. Templates, multilingual support, and cross-team coordination help keep customers informed and reassured.
Seasonal demand can be planned for, but storms and emergencies are less predictable. Building staffing curves around known seasonal peaks, supported by surge pools of trained champions, allows utilities to quickly ramp up during spikes and just as effectively scale back down when demand levels out. This flexibility helps protect ASA and abandonment rates, prevents burnout, and keeps costs in check throughout both peak and steady periods.
Design contact flows that balance efficiency with customer care:
Well-engineered flows keep operations resilient while ensuring customers receive timely, empathetic support.
Complaints should never sit in a queue. Utilities should track regulatory deadlines manually or through their Customer Information System (CIS), to ensure teams know exactly when to acknowledge, respond, and resolve issues. Timely, consistent handling not only keeps customers satisfied but also reinforces regulatory confidence.
A fast-scaling partner is essential for regulated utilities facing seasonal demand, sudden outages, and evolving compliance requirements. Their value can be seen in the following areas:
Predictive staffing models, informed by weather forecasts, regulatory reliability assessments, and billing cycles, allow utilities to scale quickly without compromising Service Level Agreements (SLAs).
After Hurricane Helene, a powerful Category 4 storm, Florida Power & Light quickly restored power to approximately 85% of affected customers within 12 hours, with over 589,000 restored, proving the effectiveness of smart-grid investments and efficient operations. Similarly, Hurricane Milton caused statewide power outages, but even with 3.4 million affected homes and businesses, utilities had restored electricity to approximately 93% of customers within a short period, thanks to rapid widescale coordination and mobilization.
These cases are just some of the many examples of how readiness, infrastructure, and scalable support help utilities absorb demand spikes and restore stability swiftly during large-scale disruptions.
Clear, proactive communication builds customer trust during disruptions. Utilities can leverage geo-targeted alerts via SMS, email, and mobile apps, supported by outage-aware IVR and chat systems that provide restoration updates and safety guidance.
These approaches reflect best practices seen in national frameworks such as the Federal Emergency Management Agency (FEMA)’s Integrated Public Alert and Warning System (IPAWS), which delivers location-based emergency messages across devices.
Partners who can scale fast bring advanced CRM systems equipped with embedded regulatory timers to ensure complaint and billing deadlines are consistently met, while rigorous quality assurance safeguards billing accuracy.
Their sector expertise also helps utilities anticipate rate case cycles and adapt to evolving service quality plans. For example, the Massachusetts Department of Public Utilities approved Electric Sector Modernization Plans (ESMPs), which require advanced metering infrastructure (AMI), enhanced outage communications, and ongoing compliance reporting.
With the right partner, utilities can secure the workforce and systems they need to stay compliant, meet evolving regulatory requirements, and deliver reliable customer service. Beyond compliance, this approach strengthens customer trust, improves efficiency, and ensures utilities are prepared to adapt quickly as expectations and demands continue to change.
