For most customers, moving into a new home comes with a long checklist of tasks, and near the top is transferring or starting utility service. Historically, that process has been time-consuming, confusing and heavily reliant on phone calls. TECO Peoples Gas set out to change that dynamic with a customer-first digital solution.

Turning a Pain Point into a Digital Opportunity

Peoples Gas, in collaboration with Tampa Electric, developed MiMove, a streamlined online move-in portal designed to simplify one of the most common—and frustrating—customer interactions: starting or transferring service.

Customer research revealed that move-in requests were among the most time-intensive interactions for both customers and utility employees. In response, the companies built a self-service platform that allows customers to initiate or transfer service quickly and intuitively, without needing to call a customer service center.

“The way customers are doing business with us is changing. They want seamless, easy experiences on their own time,” said Shawn Connell, vice president of residential and commercial business for Peoples Gas. “Through our enhanced digital self-service solutions, customers can self-serve where they are, whenever they want. Customers are no longer tied to our hours of operation or needing to speak with a representative to handle service starts and move requests.”

Measurable Impact in Year One

Since its launch in January 2025, MiMove has delivered strong results:

• 45% of move-in and transfer requests are now handled through the portal.
• Reduced call volume has freed up customer service representatives for more complex needs.
• Improved service levels and efficiency have been seen across operations.
• Enhanced customer satisfaction occurs through faster, easier transactions.
• A high rate of paperless billing adoption reduces billing costs.

Customer use of MiMove in 2026 is already surpassing 2025 numbers. These outcomes highlight a key shift: Customers are increasingly willing—and eager—to adopt digital self-service tools when those tools are well-designed and intuitive.

For its work in developing MiMove, Peoples Gas and Tampa Electric also received the 2025 Gold Award for Excellence in Digital Experience from Chartwell Inc., which recognizes innovation and customer-focused solutions across the utility industry.

Why It Matters for the Industry

The MiMove portal reflects broader trends shaping the natural gas sector:

1. Digital self-service is no longer optional.
Customers increasingly expect the same ease of use they experience in banking, retail and travel. Utilities that lag in digital experience risk falling behind in customer satisfaction and engagement.

2. Operational efficiency and customer experience go hand in hand.
By shifting routine transactions online, utilities can reduce call center demand and improve workforce efficiency while simultaneously improving the customer journey.

3. Customer feedback should drive innovation.
Peoples Gas built MiMove based directly on customer and employee input, ensuring the solution addressed real pain points rather than assumed ones.

Lessons for Other Utilities

Utilities looking to replicate this success can take several key lessons from Peoples Gas:

• Start with the highest-friction interactions: Move-in and service transfer requests are universal pain points across utilities.
• Design for simplicity: Adoption depends on intuitive, user-friendly design.
• Leverage data and feedback loops: Continuous improvement should be built into the platform.
• Align internal teams: Success requires coordination between customer experience, technology and operations.
• Measure and communicate results: Demonstrating impact—such as reduced call volume and increased self-service—helps build momentum for future innovation.

As utilities navigate evolving customer expectations and increasing digital demand, Peoples Gas and MiMove offer a clear example of what’s possible by focusing on customer needs and leveraging technology effectively.