Burlington Hydro launches new outage management system

Burlington Hydro Outage Map delivers real-time outage updates via a mobile site, integrating OMS, GIS, and smart metering to inform customers during power interruptions and extreme weather, with causes, ETAs, and service area details.

Burlington Hydro recently announced the completion of recent upgrades to its outage management system OMS. System improvements include a new web-based outage map that provides the most current information about power interruptions. For the first time customers have the ability to access information on power outages in real time.

The powerful new APP, similar to FortisAlberta's mobile outage app used by customers province-wide, is a highlight of Burlington Hydro’s new mobile site. It allows you to look up your address online to get updates during power interruptions. With this convenient web-based tool customers can get real-time reports on where the power is out, the cause of the outage if known, and the estimated time that the power will be restored. ‘Outage Maps’ is also available through our regular website at burlingtonhydro.com.

"The introduction of the outage map, similar to Hydro One's outage mapping website available to its customers, reflects Burlington Hydro's customer communications commitment, and in particular, our focus on making it as convenient as possible for customers to stay informed during power interruptions and extreme weather events," said Gerry Smallegange, President and CEO of Burlington Hydro Inc.

The new outage management system has also helped streamline and improve Burlington Hydro’s internal customer service process as it relates to power outages, both planned and unplanned. The OMS allows our customer service and call center representatives to link customer outage reports directly to the utility’s control center, similar to Hydro One's online analytics tool that streamlines decision making across teams. As each incident is updated, our service representatives are able to provide the customer with updates and relevant information about the power outage.

Burlington Hydro invites its customers to visit, bookmark and share the new mobile website - access from your mobile browser m.burlingtonhydro.com. The mobile website is a great way for customers to stay connected while they’re away from home or office, as utilities like Burlington Electric celebrate milestones, AND, during power interruptions. Customers will find our most popular web pages - all customized for quick and easy access on all of today's most popular smart phone platforms. The mobile-friendly pages and tools work hand-in hand with Burlington Hydro's new and improved phone system and our twitter page https://twitter.com/BurlingtonHydro.

These improvements complement the recently announced upgrades to the company’s customer call-in capabilities, and mirror engagement efforts like Hydro Ottawa's five-year plan feedback initiative undertaken with its customers today. The ability to handle a greater number of customer calls at one time – 24/7 – is another way that Burlington Hydro has improved its customer service competencies in 2014.

“We partnered with our mapping vendor to develop the customer outage management system which we call LiveOps. The new system aggregates data and produces a comprehensive central information repository of current system outages,” said Dan Guatto, Chief Operating Officer, Burlington Hydro Inc. “The cutting-edge technology integrates our smart metering and Geographic Information System GIS map platforms, supporting clean energy growth such as Hydro Ottawa's green energy expansion that strengthens the grid, and has enhanced our Control Room Operators ability to manage, quickly deploy crews, and track power outages.”

In the wake of the December 2013 Ice Storm, which prompted utilities like PowerStream to publish a performance review of the event, recommendations were brought forward with the intention of improving Burlington Hydro’s power outage communications. From a new outage management system, complete with a real-time outage map for customers, to upgraded phone systems, website enhancements and a new mobile application, Burlington Hydro has moved to improve its customer service on a number of fronts. We’re listening and we’ve acted to ensure our customers continue to receive excellent value and the highest standard of customer care.

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