This is Liberty Building stronger teams through recognition, clear - - PowerPoint PPT Presentation

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This is Liberty Building stronger teams through recognition, clear - - PowerPoint PPT Presentation

This is Liberty Building stronger teams through recognition, clear Libertys Transformation communication, Customer First and professional development June 3, 2020 Our Bold New Transformation What brings us here today? We are


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Building stronger teams through recognition, clear communication, and professional development

June 3, 2020

This is Liberty

Liberty’s Transformation

Customer First

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What brings us here today?

  • We are changing our operating names from “Liberty Utilities” and “Liberty Utilities – Empire District” to “Liberty.”
  • The Empire District Electric Company, The Empire District Gas Company, Liberty Utilities (Missouri Water) LLC, and

Liberty Utilities (Midstates Natural Gas) Corp. are indirect subsidiaries of Liberty Utilities Co. and are part of the Liberty Utilities Central Region.

  • Since January of 2017, the Empire utilities have operated under a co-branding designation that utilizes both Empire and

Liberty in the name. A condition in Case No. EM-2016-0213 required this co-branding designation.

  • As a condition of the waiver of the co-branding requirement for the Empire utilities granted in Case No. AO-2020-0184,

the utilities are to keep stakeholders apprised of the new name and logo and make a presentation to Staff and the Commission regarding the new brand and the utilities’ customer communication plan.

Why simply “Liberty”?

  • Liberty represents the essence of our purpose: helping people live better everyday lives through the delivery of clean

energy and water. This marks the beginning of our customer-centric transformation.

Sustaining Energy and Water for Life I June 3, 2020

Our Bold New Transformation

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Timing

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2020

Q2 Q3 Q4

July

Liberty Rollout

2021 2022 2023

Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q1

Advance identity announcement: bill inserts, web announcement, IVR, social media, customer kits Identity rollout: signage, fleet, uniforms, website Revise key customer experiences; improve the customer journey Internal documents and templates

October July October Creating a genuine, simpler, more inviting customer experience

Sustaining Energy and Water for Life I June 3, 2020

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Bringing it all to life

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Transformation campaign

  • Website pop-up
  • Bill inserts
  • IVR hold message
  • Walk-in office posters or

retractable signs

  • Social media
  • Print, radio, and TV advertising

In locations Bill insert

Sustaining Energy and Water for Life I June 3, 2020

Sample Only

Sample Only

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Thank you.