Power Outage Management & Resolution
This workflow template illustrates the management of both planned and unplanned energy outages, including communications with utilities customers, outage research and outage resolution. Download this template in PDF, Visio (VSD) and PowerPoint (PPT) formats. You can customize it to fit your own organization, or simply use it to better understand Power Outage Management & Resolution processes.
Related KPIs : Net Promoter Score (NPS), Percentage of Work Orders Completed On-Time, Percentage of Utilities Customer Complaints Resolved Within 50 Days, System Average Interruption Duration Index (SAIDI), System Average Interruption Frequency Index (SAIFI)
What is Power Outage Management & Resolution?
The Power Outage Management & Resolution process involves customer communications and field activities related to both planned and unplanned power outages for utility companies. For planned outages, customer service/call center team members are notified by other utilities company employees that an outage has been planned. Customer service staff members then work to develop a communication strategy to notify affected customers that there will be an outage and educate them on the details of the planned outage (e.g., reason, duration, etc.). For unplanned outages, customer service team members field calls from customers regarding the outage. If the outage is not already being addressed, other individuals within the company must be contacted to research and provide details on the outage so that the customer service team can provide customers with accurate information as to why their power is out, when it will be restored, etc.
Download a Sample Power Outage Management & Resolution
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