case studies: Pepco
Client
With nearly 2 million customers, Pepco Holdings, Inc. (PHI) is one of the largest energy delivery companies in the mid-Atlantic region.
Challenge
Shortly after a merger with Conectiv - effectively acquiring companies Delmarva Power and Atlantic City Electric - PHI approached NavigationArts with a massive project:
- Implement a Content Management System (CMS) to manage all four websites on the same platform
- Create consistent branding and information architecture across all sub sites
- Facilitate content reuse among web properties
- Develop online, self-service transactional capabilities for customers
Solution
Beginning with a heuristic analysis of PHI's main and newly aquired sub sites, NavigationArts developed an architectural strategy, segmented by main audience type, prioritized by usage:
- Homeowners, the primary audience, that uses the website to pay bills, access account information, report service outages, and learn conservation tips
- Large commercial entities, small businesses, and contractors, that rely on the site for investment and industry information
Since PHI outsources billing, customer service, and investor relations to different third party vendors, NavigationArts collaborated with outside groups to develop consistent information architecture and design around bill payment and other transactional platforms.
This was a critical achievement for the new site: leveraging the web and a user-centered design for valuable cost-savings.
Project Highlights Include:
- Re-architecture of four public websites with consistent organization and structure
- Cost savings due to successful sharing of branding, site structures, visual design, content, services, and IT infrastructure across all sites
- Emphasis on customer service applications, third-party online tools, and community-based content
- Simplified website operational procedures for PHI staff
- Custom CMS search merged with MS Index Server search -- specially enabled with a dynamic JavaScript front-end user interface
- Dreamweaver Template enhanced site administration
- 3rd party website and web application templates
For a more detailed look at our work with Pepco, including technology highlights, download the full case study.