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.

Previous studies about the effects of regulatory institutions on the outcomes of regulation have resulted in a lack of consensus on the nature of these impacts. This paper seeks to resolve some of this ambiguity by analyzing two dimension of electric utility regulatory outcomes, prices and reliability, with a broader panel of explanatory variables and with a Hausman-Taylor regression technique. The results suggest that elected regulators and deregulated electricity markets result in worse reliability outcomes for consumers without strong evidence that either institution secures lower electricity prices. Incorporating these insights into a theoretical model of regulation could give more detailed insight into how to create regulatory institutions that can optimize the outcomes of governance.

With the rise of fast fashion and its now apparent effects on climate change, there is an evident need for change in terms of how we as individuals use our clothing and footwear. Our team has created Ray Fashion Inc., a sustainable footwear company that focuses on implementing the circular economy to reduce the amount of waste generated in shoe creation. We have designed a sandal that accommodates the rapid consumption element of fast fashion with a business model that promotes sustainability through a buy-back method to upcycle and retain our materials.

As America undergoes a modern, civil rights movement, the reality of police brutality can no longer be disregarded by everyday voters. The Black Lives Matter movement has become ubiquitous, both in real life and in the media, after the murder of George Floyd. This moment has made way for widespread video coverage of police brutality incidents, a litany of written think pieces dissecting the long-term effectiveness of the police, and a myriad of articles discussing prospective policy actions. With a rise in coverage comes a heightened level of awareness of and conversation around this issue. We have witnessed the pervasiveness of the Black Lives Matter movement and an increasing conversation around the allocation of funding towards police departments. Change has been sparked, but which form of media has most effectively influenced the public? Seeing as one of the principal goals of police-related advocacy groups is to fulfill their vision of a properly functioning police force, including in relation to accountability and reform, it is vital to understand which medium the public is most receptive to. This study and its design serve to examine how exposure to different media regarding police brutality affects people’s opinions on Black Lives Matter, police reform policies, and similar changes. Moving forward, social movements will have a better understanding of which types of media can best target the public when trying to coalesce support around their movement.

Student academic performance has far-reaching implications not only on individual students but also the universities and colleges they attend. Student academic performance can affect their time in school as well as their future earning potential, and colleges and universities have a shared interest in the academic performance and retention of their students as many state and federal funding opportunities consider these metrics when allocating taxpayer dollars. To assist in the mutual desire for students to succeed, the Calm Connection start-up venture formed with the goal of integrating biofeedback therapy with a student’s unique education needs. For students, one of the largest barriers to effective learning is issues of focus and information retention, and the repeated use of biofeedback therapy trains students to overcome these focus issues and works in conjunction with our app’s study aid and scheduling ability.

As social media and technology continue to impact the way students communicate and receive information, it is encouraged that university student-run organizations utilize social media platforms as a tool to further the development of their organizations. Social media platforms allow student organizations to network, promote awareness of their organizations, current campus events, and provide the opportunity to develop strong associations and interactions among students. Overall, student-run organizations currently utilize a wide variety of social media; however, frequently it is used without a clear understanding of its role and best practices, which could lead to a loss of effectiveness in their communication with students. Therefore, these factors suggest the need for university student-run organizations to recognize and understand the opportunities that effective social media strategies can bring as a communication tool to enhance student engagement.

When examining the average college campus, it becomes obvious that students feel rushed from one place to another as they try to participate in class, clubs, and extracurricular activities. One way that students can feel more comfortable and relaxed around campus is to introduce the aspect of gaming. Studies show that “Moderate videogame play has been found to contribute to emotional stability” (Jones, 2014). This demonstrates that the stress of college can be mitigated by introducing the ability to interact with video games. This same concept has been applied in the workplace, where studies have shown that “Gaming principles such as challenges, competition, rewards and personalization keep employees engaged and learning” (Clark, 2020). This means that if we manage to gamify the college experience, students will be more engaged which will increase and stabilize the retention rate of colleges which utilize this type of experience. Gaming allows students to connect with their peers in a casual environment while also allowing them to find resources around campus and find new places to eat and relax. We plan to gamify the college experience by introducing augmented reality in the form of an app. Augmented reality is “. . . a technology that combines virtual information with the real world” (Chen, 2019). College students will be able to utilize the resources and amenities available to them on campus while completing quests that help them within the application. This demonstrates the ability for video games to engage students using artificial tasks but real actions and experiences which help them feel more connected to campus. Our Founders Lab team has developed and tested an AR application that can be used to connect students with their campus and the resources available to them.

Actuaries can analyze healthcare trends to determine if rates are reasonable and if reserves are adequate. In this talk, we will provide a framework of methods to analyze the healthcare trend during the pandemic. COVID-19 may influence future healthcare cost trends in many ways. First, direct COVID-19 costs may increase the amount of total experienced healthcare costs. However, with the implementation of social distancing, the amount of regularly scheduled care may be deferred to a future date. There are also many unknown factors regarding the transmission of the virus. Implementing epidemiology models allows us to predict infections by studying the dynamics of the disease. The correlation between infection amounts and hospitalization occupancies provide a methodology to estimate the amount of deferred and recouped amounts of regularly scheduled healthcare costs. Thus, the combination of the models allows to model the healthcare cost trend impact due to COVID-19.