Senior Vice President of Power Delivery, Dominion Energy, is responsible for the company’s regulated electric transmission, distribution, and customer energy solutions business for the 2.7 million customers in Virginia and North Carolina. Charlene joined the company in 1982 and has served in multiple positions in electric distribution operations and customer service before moving into her current position in 2020.
Throughout your career, you have always been in operational roles that are customer focused. How have customer expectations changed?
Charlene: Our customers expect their power to come on when they need it. This is particularly important since more people are working and learning from home.
In 2021, our customers in our electric service areas in Virginia, South Carolina, and North Carolina had their power 99.9 percent of the time, excluding major storms. And we are taking steps to get better every day. Our Virginia and North Carolina customers went without power for roughly 132 minutesÑ8 minutes less than in 2020, and a 17-minute improvement over 2019.