For Release: 08/31/2009

Wisconsin Public Service Wins Awards for Customer Contact Processes

Web pages and phone processes are best in the Midwest

Green Bay, WI – E Source recently conducted a review of 100 U.S. and Canadian utility Web sites, as well as ranked the top Interactive Voice Response (IVR) call answering processes of electric and natural gas utilities. Wisconsin Public Service Corporation (WPS) garnered the highest ranking in the Midwest region and fourth nationally in Web page rankings and best in the Midwest for IVR, seventh nationally. E Source provides independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace,

The Web page rankings were compiled by a team of residential customers who used the top 31 Web and mobile features identified in a market research study to rank the utilities.

"We're very pleased to be recognized as a customer-friendly place to do business," said Tim Kallies, General Manager – Customer Relations. "We are continually evaluating our processes to make sure we are meeting and exceeding customer expectations." He went on to say that, even in light of the current Web award, the company was planning an upgrade of its online access later this year.

WPS was also honored for its IVR system of pre-recorded messages. They system guides callers to the appropriate WPS employees who can help them, if needed, and helps to avoids busy signals or long waiting periods. WPS was 7th nationally and, again, the best in the Midwest – just ahead of its sister subsidiary – Peoples Gas in Chicago. Both companies are subsidiaries of Integrys Energy Group (NYSE: TEG).

"We know some customers are sensitive to recorded messages and that many of them would rather speak with an employee right away," Kallies said. "But a good IVR system means a majority of our customers actually spend less time holding on the phone waiting for a service representative. IVR also helps us to keep costs down. We're happy to be recognized as a leader in the IVR process."

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