T&D World Magazine

Oracle System Helps Connecticut Electric Enhance Customer Service During Power Outages

The United Illuminating Company (UI), New Haven, Connecticut, recently implemented Oracle Utilities Network Management System to automate and streamline its call-management process during power outages. UI is also using Oracle Fusion Middleware, Oracle Database and PeopleSoft Enterprise Financial Management.

UI worked with Oracle and Enspiria Solutions to implement the application, which has helped the company enhance its customer communications and improve restoration efficiency during outages. Prior to the Oracle implementation, UI relied on a call management process, which required dispatchers to manually diagnose outages and group calls associated with each outage. Now, when a customer calls to report a problem, UI's customer service representatives, having automatically received outage status information via the Oracle system, are better equipped to provide accurate and real-time perspectives on outages.

UI also leveraged Oracle's integrated product suite for the utilities industry. For example, UI uses Oracle Utilities Mobile Workforce Management to automate its field operations via dispatch, scheduling and routing. The company will leverage this application with Oracle Utilities Network Management System to allow its dispatchers to rapidly alert troubleshooters and repair crews in the event of power outages and more accurately direct them to failed equipment.

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