Fact Sheet

We have improved our customer information and billing system to better address the needs of our residential and business customers.

What you need to know.
The four Northeast Utilities (NU) utility companies, Public Service of New Hampshire, Connecticut Light and Power, Western Massachusetts Electric Company, and Yankee Gas, have built a combined technology infrastructure to serve customers across our service territory with greater efficiency and versatility - as well as provide consistent, enhanced access and support in emergency situations. We have completed a multi-year effort to establish two state-of-the-art call centers with advanced technology and automated services.

One of the key changes was the installation of a new customer information and billing system to enable our Customer Service organization to better serve customers from all four companies:

• Easier access to customer account information
• Real-time updating of most customer transactions
• Consolidation of customer information into a new credit and collections system
• Increased efficiency of maintaining and upgrading a single computer system

Getting the word out.
We are communicating these changes in the following ways:

• This PSNH Web site provides updated information about the implementation, FAQs for customers and a sample of the new customer bill.
• A bill insert was included with the first newly reformatted bill detailing the changes that have been made.
• An automated phone system also provides helpful updates.

Service Interruption.
We will install our new system in two stages in 2008. During each installment, there will be some online services that are temporarily unavailable. As always, we will respond to calls 24 hours a day, 7 days a week. When complete, this system upgrade will enable us to provide efficient, flexible and responsive service to all our customers.

What does this mean for PSNH customers?
Each PSNH customer received a new 11-digit account number when they received their first reformatted bill.

A new look to the PSNH bill   (PDF File Format 114KB)

Reformatted to provide clearer information

• Reformatted on larger 8 1/2” x 11” paper for easier reading
• Utilizes the front and back to conserve paper
• Continues to prominently display Consumer Rights information

The Energy to Make a Difference.
At Northeast Utilities, our vision can be summed up in the words ENERGY, GROWTH, and LEADERSHIP. Today the key elements are in place to support this vision - a focused business strategy to guide us, a streamlined organizational structure to support you, and a renewed commitment to serve our customers, our shareholders, our company and each other to the best of our abilities.