These maps allow CSRs more visibility into restorations in a visual format that allows them to easily locate outages at or near a customer’s business or residence. Two utilities in the East created work order maps for Customer Service Representatives (CSRs). Utilities also expanded tools for viewing outage restoration for internal utility stakeholders.The map offers a secure location for the utilities to provide critical information about power outages to the New Jersey Board of Public Utilities and other community stakeholders. Utilities in New Jersey completed a joint project that created a first-of-its-kind statewide outage map.Through secure platforms such as the iFactor Municipal Portal solution, these utilities can share information and collaborate with municipalities using outage maps, critical infrastructure and accounts affected lists, and restoration priority lists. Several utilities undertook projects to create secure interfaces for collaborating with municipalities.Using the iFactor iShare™ Outage Data Publisher, one of the largest investor-owned utilities headquartered in the South began publishing standardized data for regional partners, starting with a local emergency management group which plans to use the data within its own outage applications. Responding to requests from the White House and community partners, utilities began publishing outage data in a standardized format designed to make the data easy for stakeholders to capture and use to enhance decision making and situation awareness during outages. Utilities employed new tools for keeping stakeholders informed during outages The Utility Communication Trends of 2015 are: “We’ve seen this space continue to grow and expect one day that dealing with your utility company will be comparable to the user experience you receive from other vendors such as financial institutions and online shopping giants.” “It’s wonderful to see the focus on communications and user experience from the utilities,” said Shazir Khan, President and CEO, iFactor. In 2015, utilities found new tools for sharing information with community stakeholders, expanded communications for residential customers, and revised user interfaces to improve customer experience.Īs a provider of customer communication solutions to more than 45 utility clients including six of the ten largest utilities in North America, iFactor has unique insight into happenings in the utility communication space. IFactor, the leading developer of utility communication solutions, today announced its selections for developing trends in utility communications.
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