In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.

Through the use of Arizona State University’s Founders Lab, our group of four Barrett, the Honors College Students completed a research thesis regarding the interest of college students in a sleep light technology product. The National Aeronautics and Space Administration (NASA) pioneered a sleep light technology with the ability to regulate melatonin production and circadian rhythm, resulting in an improvement of sleep quality. The technology was originally invented for astronauts to improve their sleep while in space on a spacecraft. Utilizing this technology, our group performed extensive market research with the intention of determining if college students would be interested in purchasing a consumer product incorporating the sleep light technology. We created a brand called Rhythm Illumination and began by building a website and brand guide. Next, we utilized Google Forms to generate responses to a variety of questions regarding current sleep habits, current sleep problems, and whether or not there was interest in a product like this. After determining that college students have room for sleep quality improvement and there is interest in this kind of product, we worked towards our goal of gaining traction for the product. We decided to utilize both Google Analytics results and a Zoom event’s attendance as proof of interest in our product. Google Analytics revealed over one hundred unique users on our Rhythm Illumination website. We also had eleven event attendees. Between these two tools, our team was able to conclude that there is interest among college students for a consumer product utilizing NASA’s sleep light technology