MVPP123 Case Studies

Partnering successfully for more than 30 years

KeySpan Energy

Thanks to a Workforce Training Fund Grant (WTF), nearly 600 KeySpan Corporation technicians and supervisors received training in computer and customer service skills through a special collaboration between KeySpan, Middlesex and MassBay Community Colleges.

The KeySpan training was designed to address the key goals of improving overall productivity and customer service skills. The program included customer service as well as computer training segments for employees. The computer training was specific to the KeySpan Gas Business Unit. Three levels of technical training, based on employees current skill levels, were designed for Field Systems Data Applications and Maximo, the company's work management system for creating, assigning and tracking work orders.

The training was developed by the colleges for field operations technicians and supervisors to increase their skills in utilizing mobile communication work management systems applications. Customer service training was also provided to technicians and supervisors to develop consistency in customer interactions since it is so critical for employees to understand and relate effectively to customers and the general public.

KeySpan is now part of National Grid, an international electricity and gas company and one of the largest investor-owned energy companies in the world. National Grid plays a vital role in providing energy to millions of customers across Great Britain and the Northeast United States in an efficient, reliable and safe manner.

"This partnership was an exciting 'win-win' for both KeySpan employees and our customers. The quality of the training was terrific because we had a wonderful team. Even our seasoned people learned a great deal. The specialized training increased our employees computer and customer service skills, which translates into better service for our customer. The collaboration is also a good example of how our community colleges can meet the training needs of our industry.""

Melinda Kuziel, Senior Human Resources Partner, KeySpan Gas Business Unit