Vegetation Management Process Explained

Customer Communication Is Key

We begin communicating with our customers about power line clearance tree work planned for their properties and neighborhoods long before the tree crew shows up to start the job. Our goal is to ensure customers are informed about why clearing trees is critical to improving and maintaining their reliability, what to expect when our tree crews come into their yards and to answer their questions before the tree work begins in a neighborhood.

Our customer communication process includes a number of steps:

Early Notification to Property Owners and HOAs

About five weeks prior to the onset of tree work in a neighborhood, PSO sends letters to notify each property owner and the local homeowners' association (if one exists) about scheduled vegetation management activities for their area.

Forestry Work Plan Sheet

About 10 days before the first chain saw starts up, a PSO Forester develops a detailed work plan for each address where power line clearance tree work is needed. The Forestry work plan includes a detailed map of proposed work and a detailed list of work to be performed.

The work planner will make an attempt to contact property owners at their homes to share the work plan. If no one is at home, the planner will place the Forestry work plan sheet on the door, along with his or her name and cell phone number. Customers can call the arborist with any questions or concerns. Our foresters are available to meet with any property owner who would like an onsite discussion about the proposed tree work.

The work plan is left early enough in the process to give each property owner time to make the necessary arrangements, including plans to remove pets from the yard and to unlock the gates, so that tree crews can move in and out of the yard easily and efficiently.

Work Plan presented to customers

Toll-Free Forestry Infoline

Customers may call PSO's toll-free Forestry Infoline -- 1-877-367-6815 -- to get information and to have questions answered. The Forestry Infoline is located in PSO's Customer Operations Center and is answered 7 a.m. to 7 p.m., Monday through Friday. After-hours, the caller may leave a message. The call will be returned the next business day. The Infoline is answered by veteran call center employees who have been trained to answer questions and to ensure customer requests and needs are efficiently routed to Forestry or other appropriate department for a response.

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