NYSEG and RG&E unveil new 'My Account' dashboard

Redesign simplifies access to key billing information, delivering on companies’ commitment to improve customer experience

Avangrid press release

New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) have unveiled a new “My Account” dashboard that customers can access on a computer, tablet or other smart device. The goal of the redesign is to provide customers with as much information as possible, with a simple view, and to help customers understand their bills.

“This redesign is about providing more clarity to our customers,” NYSEG and RG&E Vice President of Customer Service Christine Alexander said. “We want every customer to feel comfortable reading their bill. By simplifying the layout and clearly highlighting the amount due, we’re making the billing experience easier, friendlier, and more reassuring.”

Key enhancements include color-coded billing statuses. A new visual system uses color cues to represent if no payment is due, a bill is due, a bill payment is past due, or if a final disconnect notice is issued. This allows customers to immediately recognize their account condition. Important billing information is displayed with larger font sizes and in prominent positions on the page, helping customers quickly understand what action is needed.

The dashboard also features a new “Take Action” section, offering current usage and cost, comparing data from previous periods to identify trends. Customers can explore payment options to get help paying their bills. Customers can manage their monthly energy usage using the “Energy Manager” tool and learn about pricing and rates.

The companies are proposing to make nearly $1 billion in investments to improve customer service over five years, including its call centers, billing system and digital tools, as part of the “Powering New York” rate case proposal. The plan includes digital enhancements and improved functionality for customers who prefer to interact through the companies’ app or website.

It is NYSEG and RG&E’s goal to provide state-of-the-art assistance to customers. Over the past year, the companies have made significant improvements to achieve that. Both NYSEG and RG&E received fewer complaints, and report that approximately 84% of customers are satisfied. The companies continue to prioritize digital tools that simplify interactions and improve overall accessibility for customers. Since 2022, the companies have invested more than $1 billion in customer service tools to enhance the customer experience, which included bill assistance programs.