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The Reform aims to establish a modern electricity utility, leveraging grant financing from international donors and establishing new partnerships with the private sector. The objectives of the Reform include lowering the cost of power supply, increasing reliability and safety, and expanding electricity access to 70 percent of Papua New Guinea's citizens. A central component of the Reform Agenda involves improving service to PPL's most valued commercial and industrial customers. To achieve this, PPL has created the Customer Engagement Team (CET) as a dedicated team responsible for supporting large commercial and industrial customers. The CET's objective is to strengthen relationships through dedicated service, increased transparency, and easier communication. Commercial and industrial customers have been assigned a dedicated Customer Account Executive to serve as their direct point of contact at PPL. Customers can contact their Account Executive at any time via phone or email with questions or concerns regarding their electricity service. The Account Executive will follow up with customers within the coming weeks to introduce themselves and discuss their needs. PPL has also provided customers with a one-page info sheet summarizing the company's goals to better serve its most valuable customers. The info sheet contains contact information for the dedicated Customer Account Executive and provides details on the quality and affordability of electricity service. Additionally, customers have been invited to participate in PPL's Customer Satisfaction Survey, which can be completed in 5 minutes or less. The survey is a critical tool that will help PPL understand customer experiences and identify priority areas for improvement. PPL values its customers and looks forward to improving its service in the months and years ahead. The company's Senior Relationship Manager, James Wila, has introduced himself and the members of the Customer Engagement Team, emphasizing the importance of dedicated service, increased transparency, and easier communication in strengthening relationships with commercial and industrial customers.