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The challenge of bettering competitors, the struggle which has always driven the private sector, is now the task facing many public service providers. And in responding to this challenge, one resulting from open access and deregulation, utility companies are transforming their traditional bureaucratic cultures into customer-friendly entities driven by user-focused technologies that complement the utility's proficiency in delivering a high-level specialized service. This article details how three long-operating utility companies (Portland General Electric, Mid Kent Water, and Southern Nevada Water Authority) are carving a market position, satisfying current customers, and attracting new customers--all through their intensive efforts to deliver high-level customer services. In doing so, it analyzes one project per company, showing how these companies are using project management to realize projects that improve customer services and anticipate customer needs. Each analysis lists project details such as purpose,
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