Evidence on Customers’ Value in Electric Rate Cases

Evidence on the costs, quality and value of electric utility service, from the customer perspective, will have an increasing role in rate cases. Its importance will grow with increased dependence on uninterrupted service, increased disruption from prolonged interruptions, and increased expectations ratcheting up what is deemed ‘adequate service.’ What evidence will best demonstrate that an investment is needed to keep up with customers’ expectations and maintain the value they receive?