Our Ask Oncor customer road show is back in person in our communities after a two-year pivot to virtual and hybrid events for pandemic safety.

We’re engaging with customers on what matters most to them about all things energy. The newly redesigned interactive exhibits and face-to-face interactions let our experienced Ask Oncor staffers and local Area Managers educate customers on who Oncor is and how we can help answer their energy questions.

Being There for Customers

We started Ask Oncor in November 2009 in response to customer concerns and questions about everything from tree trimming to the cost of electricity in our deregulated market.

“Ask Oncor aimed to be a trusted resource to customers who had energy questions,” said Allyn Giles, Vice President, Customer Engagement.

“We developed Ask Oncor so we could have more visibility in the community,” Giles said. “A lot of people hadn’t heard about Oncor because we don’t send a bill to people each month, so this program gave us a presence in the community.”

“After 12 years on the road, covering about 25 events a year, the branded experience continues to educate customers through conversations about key energy topics and serves as a valuable presence in our communities,” Giles said.

“With more than 95 percent customer satisfaction earned each year of this program, we know customers appreciate our willingness to be there for them, in their communities, to listen and also inform,” said April Pinkston, Director, Transformation and Strategic Administration. She recently took the lead on the Ask Oncor program.

“And an added benefit, beyond the customer interaction, is that our Area Managers are also able to invite local elected officials and civic leaders to stop in and experience first-hand our commitment to their cities,” Pinkston said.

With the benefit of face-to-face interaction, many customer issues and questions are handled or explained on the spot. Issues or questions that need more help are now easily handled by an Area Manager using the Oncor PowerHub app to connect customers to the right groups within Oncor.

“I believe it’s important to have Ask Oncor in our communities to help connect with our customers and city leaders,” said Kita Hobbs, Area Manager for Carrollton, Coppell, Farmers Branch and Irving communities. “Ask Oncor provides us opportunities to educate and engage our customers in many unique community settings and it helps them feel heard and helped.”

From the piney woods of Tyler to the Midland plains, Ask Oncor travels to community events like fairs, festivals and Chamber of Commerce business expos. The team sets up either an indoor exhibit or a 10-foot by 20-foot outdoor tent. With messaging that can be tailored to any audience, the exhibit layout can also be customized to match any type and size of community event.

A History of Successful Engagement

Our traveling exhibit redesign now reflects our key message that at Oncor, innovation doesn’t have an off switch, and our infrastructure, technology and dedicated team help stay ahead of customer needs and prepare for future growth in our state.

After a decade on the road, Ask Oncor has achieved many positive milestones including:

·       More than 105,000 customer engagements in a face-to-face, conversational setting

·       Over 277,000 customers reached through social media event promotion and post-event communications

·       Consistent presence across all communities with year-over-year planning priority focused on visiting different cities

·       Over 90 percent Area Manager satisfaction with the program with consistent feedback on the value of this level of community presence and engagement

Our calendar of events is typically confirmed 90 days in advance, so we’ll be posting the schedule of events and which cities we will be visiting on our social media channels.

If Ask Oncor happens to be in your local community, stop by and visit our booth exhibit and see for yourself how Oncor is showing up for our customers.