A Service Operations Model for Public-Utilities to increase Corporate Social Responsibility

In the modern market one of the most upscale word is certainly “Sustainability”. Frequently enterprises promote sustainability just for advertisement, sometimes because they really believe in it and act for it. This paper concerns the study of public utilities and its position about sustainability. Analyzing the scientific debate concerning the public utilities companies business targets and their position about Corporate Social Responsibility, we want to show how CSR can be (in this sector) strategically and economically convenient. In the second part of the paper we will show how the focus on the public utility/citizen interface is essential to guarantee sustainability. Finally we will propose a model for Service Operations Management in public utilities customer service in order to optimize effectiveness and value creation in a sustainable way.