LG&E and KU have made significant strides over the last year to enhance service capabilities. Those achievements include:

1. Hiring 50 new customer care representatives and 16 Business Service Center employees.
2. Building a new customer care center in Morganfield, Ky.
3. Installed a new automated phone system in November 2010, which enhanced the system's functionality. In May, roughly one third of all calls were contained within the system.
4. Created the FLEX program for customers needing to select a due date. This benefits customer who are on fixed incomes.
5. Virtually eliminated the late payment charge for our most at-risk customers. These tend to be credit-challenged customers.
6. Shortened the meter reading window from five to three days. This will eliminate a customer receiving two bills in one month.
7. Printing the bill mail date on the bill to provide greater clarity for customers.
8. Reduced the deposit amounts from $295 to $250 for LG&E natural gas and electric customers, reducing the burden on both new service customers and active accounts that are currently without deposits; the deposit for KU customers is $135.
9. Online bill payment allows an additional option for customers to make their payments. LG&E and KU now have six convenient ways for customers to make their payments — phone, walk-in centers, online, mail, authorized agents and auto-pay.
10. Ability to view estimated bill due dates for upcoming year to give information to customers that will help them with budgeting.
11. Online outage reporting provides customers an additional means to record their outage with the company.
12. LG&E and KU's online audit allows customers to conduct their own home energy analysis via web interaction.
13. Increased functionality of website for visually-impaired customers.
14. Added a translation feature on the website for Spanish-speaking customers.
15. Online outage map provides detailed outage information, updated every 15 minutes. Customers can now view outage totals, outages by county or per zip code, estimated restoration time and cause of outage.
16. Online outage smartphone application with future functionality planned for billing and service-related activities.
17. Customer complaints have declined 45 percent from 2010 through July 2011.
18. Call handling times have improved 14 percent from 2010 to August of 2011.