Delmarva Power redesigns its bills | Delaware LIVE News

Delmarva Power has reformatted its bills to make them easier to understand.

The new design started in November for all of the utility’s hundreds of thousands of residential and commercial customers in Delaware.

Zach Chizar, a senior communications specialist, said the redesign is based on feedback from customer focus groups. “It’s all about how to understand the bill better, in a visual approach,” he said.

The most dramatic addition, at the top right of the first page, is a colorful ring-shaped chart that splits the bill into delivery, electric supply, and (if used) gas supply.

Delmarva, a subsidiary of Chicago-based Exelon, the nation’s largest utility company, is only in the delivery business and does not generate power, he noted.

Some text on the top left of the first page adds a new breakdown of the monthly charges: total delivery, electric delivery, gas delivery, electric supply, and gas supply. By contrast, the old bill only listed electric and gas charges.

The amount due, below these breakdowns, is in more prominent type.

The new bill drops the bar charts covering daily electricity and gas usage. It refers customers to the  utility’s website, where they can already see usage broken down by the hour for their account.

The sample bill that Delmarva posts on its website runs four pages, down from a typical five for an electric and gas customer.

In another customer-friendly move, Delmarva recently opened its call centers on Saturday mornings to handle the number of calls it gets. “No one enjoys being on hold,” Chizar said.

(A helpful landing page titled “Understanding my bill” might answer questions.)

The new design generated some grumbling on social media. “They always just add extra charges and make it too confusing to figure out,” one post complained.

There are no new charges and no delivery rate increases involved now, Chizar said, noting that the cost of gas and electricity varies.