Cahill Calls on Senate to Pass Public Utility Call Center Legislation

Bill would protect jobs, improve safety & services

June 17, 2010

Albany – Assemblymember Kevin Cahill (D-Ulster, Dutchess) is calling on the Senate to pass legislation (A.7593/S.4208) which requires a hearing before the Public Service Commission in the event there is a proposal by a public utility to close or relocate an existing call center. The measure, which passed the Assembly last week, is designed to enhance customer service, protect local jobs and promote public safety. Locally based utility employees play an important role in coordinating the efforts of emergency response crews brought in from outside of impacted regions.

“I urge my Senate colleagues to pass this bill. Employing workers from the community will help assure a greater level of responsiveness and sensitivity to local conditions as opposed to those at a centralized, out-of-state call center,” said Assemblymember Cahill. “Community-based employees have a vested interest in the safety and general well-being of the areas in which they live and a familiarity with rules, regulations, and programs accessible to customers in need.”

Some public utilities have considered closing or relocating call centers claiming cost savings and more efficient customer service. However, such cost cutting measures may compromise timeliness and quality of responses to emergency calls. Call center performance was the subject of close scrutiny during an Energy Committee hearing this past April that examined the causes and response to the February blizzards that resulted in widespread power outages.

“Locating call centers out-of-state and outside the service area of these companies could present real problems during our next severe weather event,” said Assemblymember Cahill. “Moving call centers to other states would harm New York's economy and potentially threaten quality of service and overall safety. Local workers’ knowledge of the systems, geography and conditions on the ground are essential to the effective deployment of emergency response units.”

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