# Customer Education Video Case Study | BGE A nine-module animated instructional series for Baltimore Gas and Electric: what triggers a service change, what it costs, and the five phases from initiation to restoration. --- ## Trusted by leading organizations *Case Study* ## Baltimore Gas and Electric – Residential modification and relocation Any BGE customer whose project touches an existing gas or electric meter or service, a remodel, an added appliance, a detached structure, has to file a formal modification and relocation request. Most have never done it before and do not know what it costs or how long it takes. Motifmotion built a nine-module instructional series that walks a homeowner through the whole path: the kinds of projects that trigger a request, what BGE, the homeowner and the contractor each have to do, and the five phases from initiation to restoration, cost and timeline included. One module is a standalone safety message about the real cost of building over BGE equipment. It is customer education, the same job our [PECO customer education case study](/case-studies/peco-customer-education-video) does for a different utility. - Types of Projects — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201713-types-of-projects.mp4 - Customer Expectations — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201764-customer-expectations.mp4 - Initiation Phase — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201801-initiation-phase.mp4 - Design Phase — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201817-design-phase.mp4 - Scheduling Phase — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201836-scheduling-phase.mp4 - Construction Phase — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201856-construction-phase.mp4 - Restoration Phase — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201868-restoration-phase.mp4 - Safety Message — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1050201882-safety-message.mp4 - Full Series As One — https://pub-7ea4a39df01b46d1987f3c5c9fa321fb.r2.dev/videos/resident-modification-and-relocation/1053443410-full-series-as-one.mp4 ## Three triggers, one entry point The series opens by sorting every reason a customer ends up here into three triggers, so the first module tells them in under ninety seconds whether they are in the right place before it explains anything else. - A remodel, rehab or reconditioning project - Temporary service for construction - Adding a structure that needs its own service ## Who does what, made visible A modification and relocation request runs through three parties: the homeowner, their contractor and BGE. The series keeps them visually distinct throughout, so a customer always knows whose step they are watching, and shows charges on screen the moment they are mentioned instead of describing them abstractly. - The homeowner's role, separated from the contractor's - What BGE handles, separated from both - Costs shown on screen as they are introduced, not left to a call ## Five phases, five modules, one system Initiation, design, scheduling, construction and restoration are five separate modules built on one visual system, so a customer can watch only the phase they are in without losing the thread, or the full series can play as one eight-and-a-half-minute piece. The safety message is cut from the restoration module and shipped separately, because it is the one thing BGE wanted every customer to see whether or not they watched anything else. - Initiation: scope, utility locates, the application - Design: the site visit and the signed agreement - Scheduling: week-of dates and crew arrival - Construction: the underground installation itself - Restoration: why building over BGE equipment carries real consequences ## Related case studies ## PECO: Customer self-service A customer education series for a regional utility: account setup, moving, outages and scams, one style system across every episode. ## TOTE Maritime Alaska – Securement procedure training A seven-minute animated securement procedure training video built from the client's manual: three load types, every rule on screen. --- ## Additional context ## Related portfolio work - **PECO: Customer self-service** — A customer education series for a regional utility: account setup, moving, outages and scams, one style system across every episode. (Client: PECO · Style: Customer education) - **TOTE Maritime Alaska – Securement procedure training** — A seven-minute animated securement procedure training video built from the client's manual: three load types, every rule on screen. (Client: TOTE Maritime Alaska · Style: Safety / Procedure Training) ## Page metadata for citation - **Canonical URL:** https://motifmotion.com/case-studies/bge-residential-modification-and-relocation - **Last published:** 2026-09-22T12:05:19.404Z - **Primary topic:** customer education video - **Type of content:** WebPage --- *Originally at https://motifmotion.com/case-studies/bge-residential-modification-and-relocation*