IP3, Training: t_workshops_1023 updated 1_06

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INFRASTRUCTURE REGULATION SERIES

Public Participation in the Regulatory Process

Locations	Dates	Tuition	Catalog #	CEU's	Language
Washington, DC	August 23 – 27, 2010	$3,250	1023-WA	3.0	English

Benefits | Who Should Attend | Course Learning Objectives | Course Content |

How You Will Benefit:

Understand the rationale for including the public in regulatory processes
Learn when and how to include customers in the regulatory process
Assess methods of building public awareness and interaction in addressing tariff rates and quality of service issues
Participate in simulation activities utilizing communications tools
Determine standards of consumer protection
Analyze best practices in administration and resolution of complaints
Develop an Action Plan for engaging the public in the regulatory process
Meetings with leading regulatory authorities on their public participation process

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Who Should Attend

Regulatory authority directors, managers, and legal, communications, consumer affairs and public relations staff

Utility managers and staff of communications/public relations, customer service, and regulatory affairs departments

Ministry regulatory, policy, and communications specialists

Consumer and customer interest groups

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Course Learning Objectives
For utility regulatory procedures to be constructive and effective, the various stakeholders in the regulated service must have the opportunity to participate at particular points in the process. One key stakeholder in any regulated industry is the private customer and customer-represented groups. Particularly in transitions and emergent regulatory environments, the customer (particularly residential and small business), must be educated on, and encouraged to participate in the regulatory process. For the customers’ interests to be properly represented and their concerns and complaints properly addressed, the regulatory framework and process must provide customers’ ample opportunities to voice their interests and have effective procedures for their grievances to be remedied.

This inclusive process is not only beneficial for the public, but key benefits are gained by regulatory authorities and utility service providers as well, particularly in understanding the needs and interests of the customer and creating a more service-oriented and, therefore, competitive industry. Including customers in the early stages of the regulatory process also saves the regulator and industry money over the long term by avoiding potential protracted disputes.

IP3’s course on Public Participation in the Regulatory Process focuses on how to plan and implement successful public participation meetings and programs. Through practical, process-oriented sessions, including technical presentations, case studies, and site visits to US agencies; participants in this program will learn a wide range of techniques for successful outreach to the community.

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Course Content
Module I:	Why Regulatory Commissions Should Involve the Public Rationale for public participation in the regulatory process Identifying key stakeholders: private customers, government, consumer associations, utilities Utility commission mandates and institutional options for public interaction Case analysis
Module II:	Building Public Awareness Plan Methods and tools of public awareness Key elements of a public awareness campaign Current trends in public awareness Sector applications
Module III:	Managing a Public Hearing Determining the location and structure of the hearing Points of interaction in rulemaking, licensing, and enforcement Conducting public hearings: tariff rates and service quality reviews Simulated Public Hearing Exercise
Module IV:	Administration and Resolution of Customer Complaints The role of the service provider in resolving complaints The functions of contact centers Complaint filing, processing, hearing procedures The utility commission’s role in resolving customer complaints Methods of dispute resolution
Module V:	Institutionalizing Public Interaction Processes Utility commission organizational structures and key departments Staffing requirements and descriptions of key positions Identifying organizational and resource requirements to expand public participation Case studies on utility commission organizational solutions to public interaction
Module VI:	Site Visits and Action Planning

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CEU Certification Eligibility

Certified Regulation Specialist™
Certified Utility Management Specialist™

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