A Managing Director in NCI's Energy practice, Mr. Haddon has served client organizations across all sectors of the utility industry and is an advisor to senior executives and management teams at a number of leading utilities. His areas of expertise include: performance measurement and benchmarking, stategic planning, business planning, operations and management reviews, work management and maintenance management implementation, and customer service process improvement. His experience covers diverse functional areas including: fossil, hydro, and nuclear generation, energy delivery operations (distribution, transmission, substations, and system dispatch), customer service delivery, water treatment facilities, information systems design and development, system planning, engineering, demand-side management, work management, and resource planning and budgeting. As the former publisher and editor of the Customer Service Quarterly, Mr. Haddon has authored numerous articles on state-of-the art customer service practices and systems used by utilities. He has also provided expert testimony at state regulatory commissions and the FERC.