As a consequence of ongoing unsatisfactory service quality and reliability results, customer service issues and billing problems, and apparent organizational issues, the Maine Public Utilities Commission retained Overland to perform an independent review of Versant’s organization and operations. Our review was conducted over an approximate twelve-month period culminating in the release of our report in March 2025 including over forty recommendations to improve performance. Key recommendations addressed:
- Development of a robust benchmarking process to identify best practices;
- Enhancement of shared services available from Versant’s parent company (ENMAX) to realize additional economies available from the relationship;
- Changes in the customer service organization and operating procedures to improve the customer service experience and address credit and collection issues;
- Improve capex oversight and procedures needed to realize actual improvements in reliability.
Further, the Commission requested a detailed review of Versant’s and ENMAX’s compliance with merger conditions arising from its MPUC approved transaction in April 2020. This analysis resulted in Overland’s view that ENMAX resources were benefiting Versant and that additional opportunities for benefits from the relationship should be pursued.
Subsequent to the release of our report, ENMAX and Versant began an effort to review and implement the Overland recommendations. The report provided a basis for MPUC oversight of Versant operations, allowing a framework for the assessment of Versant utility conduct.