Serving Customers & Communities

Engaging Customers & Communities

Engagement is a two-way street.

For Dominion Energy, that means not only being transparent about our actions, but also actively listening to what others think. So we seek out dialogue with our customers, investors, and other stakeholders and invite them to share their input.

Strategy and Process

We pursue engagement by hosting — sometimes virtually — town halls and other community events, convening stakeholder conferences, conducting surveys, and meeting face-to-face with a broad array of outside interests, from local-government officials to advocacy organizations.

Throughout the year, we meet with nonprofits, community associations, customer focus groups, business associations, civic organizations, tribal communities, members of the media, cultural and historic-resource stewardship organizations, the military, organizations that represent the needs of underrepresented communities, individual property owners, and a host of others other stakeholders.

For example, in 2020, and despite the significant obstacles imposed by the coronavirus pandemic:

  • We held eight community outreach meetings for our Strategic Underground Program.
  • Dominion Energy South Carolina representatives spent more than 450 hours engaging with community members at nearly 100 events related to customer assistance. DESC also emailed 123 civic groups a video featuring the president of DESC to inform customers and stakeholders about a rate-review case.
  • Our Western natural gas distribution business carried out more than 60 presentations, public meetings, and other engagement events.

We always look for opportunities to lower potential obstacles to engagement. For example, we translate our own materials into Spanish and advertise with, and seek coverage from, Spanish-language media. To strengthen our outreach to the Spanish-speaking community, Dominion Energy has joined or built relationships with the Hispanic Chambers of Commerce, the Society of Hispanic Professional Engineers, and similar organizations.

Case Study

Offshore Wind

Our CVOW project represents our largest capital investment at present, and it will have substantial effects on communities in the Hampton Roads/South Hampton Roads region of Virginia and beyond. To make sure those communities have the opportunity to offer input, we are conducting extensive outreach that includes:

  • About 980 outreach encounters reaching 3,600 external contacts since January 2021;
  • Print and digital materials translated into Spanish and Tagalog;
  • Virtual community meetings with multi-lingual translation service;
  • Informational mailer campaigns, entailing seven mailers totaling nearly 170,000 pieces;
  • GeoVoice, an online tool allowing stakeholders to provide comments for the project and potential routing options, which are geo-located on a map;
  • Working with statewide, regional, and local economic development authorities to enhance offshore wind business opportunities in Virginia;
  • Collaborating with educational institutions to develop offshore wind curricula and cultivate student interest in offshore wind careers;
  • Engagement with the Virginia Institute of Marine Science and the Virginia Aquarium to review the project’s potential effect on marine life; and
  • Fisheries roundtables for mariners.