EPR CoE: Outages and Customer Satisfaction: A Data-Driven Match Made in Baltimore

In recent years, utilities have made great advances in outage operations and communications. Improvements in technology and process redesign have shortened the duration and lessened the impacts of outages, and the advent of digital technology has enabled great leaps forward in communicating with customers during these critical operations. Utility leaders now have an opportunity to continue on this path forward by leveraging data more effectively to make improvements on both the operations and customer communications sides of an outage. In this session, we’ll hear how BGE is moving towards a more data-driven approach to outage management to provide a better overall customer experience during complex outage operations.  

Key Takeaways  

1. Learn how a large investor-owned utility is tying its outage experience to its customer experience to provide measurable improvements in customer satisfaction.  

2. Hear how one utility has leveraged digital technology to improve both outage operations and communication with their customers during outages. 

Presenters: Matt Fiery, Director – Distribution Planning, Smart Grid & Innovation, BGE 

Moderator: Mike Smith, principal, Utility 2030 Collaborative