New AES prez on goals, growing up in Indy and system upgrades that led to billing mess

Our guest this week is Brandi Davis-Handy, who in February was named president of AES Indiana. That’s the electricity utility for Marion County and portions of the greater Indianapolis area, serving more than 500,000 residential, commercial and industrial customers. Davis-Handy was promoted from her position as chief customer officer, and prior to that she spent much of her career at parent firm AES Corp. in communications and public relations roles.

That experience is entirely relevant to a major issue she now faces as president. In November, AES Indiana upgraded several customer-related systems that were at least a quarter of a century old. The complex operation hasn’t gone entirely as planned. At the height of the problems with the rollout, about 10% of the company’s customers were affected by billing issues—for example, being charged the wrong amount for service or not even receiving a bill. The fixes are ongoing despite the efforts of more than 400 people working on the project.

Davis-Handy’s goals as president include improving customer service and communication, as well as the reliability of service. In this episode of the IBJ Podcast, she discusses the problems with the upgrade. She outlines the challenges of trying to grow the business when it’s hemmed in by other electric utilities, as well as the company’s final push to eliminate coal as a source of energy for creating electricity. And she discusses growing up in the Indianapolis area with dreams of becoming the next Oprah Winfrey and pursuing a career in media.

The IBJ Podcast is brought to you by Taft.