2020 Project Mgt Cust. Relations Banner


2020 Project Management & Customer Relations

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November 17-18, 2020 (9:00 am - 12:30 pm)    |    NOW Offfered Virtually 



Under guidance from federal, state, and local authorities, NEPPA has reopened its Headquarters/Training Center.  In-house and @Your-Site Training is being held and scheduled in accordance with federal, state, and local guidelines. 



All visitors, staff and trainers must follow the established practices and protocols to ensure the safety, health and well-being of the NEPPA community. 

Click here for NEPPA's COVID-19 Visitor Policy.



For authorization to enter the Training Center, all visitors must complete this Health Screening Form.




In partnership with Collaborative Learning, Inc., NEPPA is pleased to offer a one-day Project Management & Customer Relations course being held in conjunction with the Public Utility Management Progam (PUMP) on Tuesday, November 17 & Wednesday, November 18, 2020.


This course provides a basic understanding project management principles, policies and processes.  The course also helps participants understand dynamics of the municipal-utility customer relationship as well as financial management, budgeting and long-term financial planning methods.


Who Should Attend?


This course is suitable for anyone new or established in the electric utility industry including:


  • General Managers
  • Business/Office Managers
  • Customer Service Managers, Supervisors, Representatives
  • Commissioners/Board Members
  • Anyone looking to get a better understanding of the electric utility industry



Purpose & Objectives


The purpose of the Project Managment module is to help participants understand and apply basic principles of project and program management in their work as municipal utility managers. Included is an overview of project/program policies, structures, processes and tools that is designed to acquaint participants with basic issues of creating and managing projects and project teams. Participants in this program will be better able to effectively organize people and resources, schedule major activities and milestones, monitor and report progress, close, and evaluate both the results and management process.


The purpose of the Customer Relations program is to help participants understand the traditional municipal utility - customer relationship and some of the dynamics that are changing that relationship. This program begins with an overview of typical customer service rules and regulations (i.e. basic and value-added service offerings, business terms, technical requirements, etc.), and some of the challenges that are inherent in applying those rules and regulations objectively, but with flexibility.  This program also provides participants with insight and understanding on the principles and practices that allow funding of projects and programs to improve the utility systems and the delivery of services that provide good value for the cost. Participants will explore financial management, budgeting techniques, long-term financial planning methods, and various forms of electric rates.  Participants will also learn how to convey these principles and practices to utility policy makers.



Course Topics


Principles of Project/Program Management

    • Policies and practices for identifying, documenting, and prioritizing projects and programs


Project Organization

    • The project/program manager’s role, responsibility, authority, accountability and evaluation criteria.
    • Project/program team member’s role, responsibility, authority, accountability and evaluation criteria.
    • Development of project/program objectives, scope and team charter.


Project/Program Planning

    • Development of a work breakdown structure with milestones, tasks, subtasks, and work products.
    • Basic principles of scheduling using Gantt charts and critical path analysis.
    • Estimating resource requirements and make work assignments to project team members.


Project/Program Execution

    • Monitoring and reporting project/program progress in terms of tasks completed, work products delivered, and resources used.
    • Techniques for leading the project team and avoiding potential problems
    • Handling the unexpected
    • Closing and evaluation the project/program
    • Project management tools and other resources


Customer Relations

    • Customer services (basic and value-added services)
    • Customer service rules and regulations (standards, business terms, technical requirements)
    • Defining Revenue Requirements
    • Developing Key Financial Targets
    • Developing Financial Plans
    • Contributions to the City
    • Basic Cost of Service Terminology
    • Basics of Rate design and implementation





Tuesday, November 17, 2020

9:00 am    Introductions & Objectives

9:30 am    Project Management

12:30 pm   Adjourn 


 Wednesday, November 18, 2020 

9:00 am    Customer Relations

12:30 pm    Adjourn 





Registration fees include coffee, baked goods and lunch each day. Registration fees DO NOT include overnight accommodations (please see "Lodging" below for booking information at nearby hotels with a negotiated rate).   


Members: $495

Non-Members: $945


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Cancellations are accepted until Thursday, October 15, 2020. Substitutions may be made at any time.





R. John Miner, P.E. John is President and owner of Collaboration Unlimited and Collaborative Learning, Inc. since 1995 and has worked as a management consultant since 1987, providing services to clients in the electric, water, wastewater and communications utility industries. He lives and works out of Austin, Texas and Cedar, Michigan.

John consults with utilities throughout the United States in a wide range of areas related to business strategy, governance, performance management, organizational development, and technical operations. He is nationally known and respected for his subject area knowledge of utility enterprises and his skills as a consultant and facilitator. John is often called on to organize and lead governing board and executive management retreats as well as guide management and employee work teams and interventions aimed at resolving specific performance problems.


John works with governing boards on policy and strategy development, executive recruitment and executive evaluation. He has also conducted numerous organizational and management reviews to evaluate the effectiveness of and recommend changes to existing organizational structures, work processes and practices, and support facilities and equipment. John has delivered management and technical education programs for organizations throughout the U.S. and in six overseas locations.



Dawn Lund is Vice President of Utility Financial Solutions and has over 20 years of experience in financial analysis for utility systems. She provides financial assessment, cost of service studies and financial plans for utilities throughout the U.S., Canada, Guam and the Caribbean and teaches a variety of financial planning courses for the American Public Power Association









Please contact training@neppa.org or call the office at (978) 540-2200.


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