In a world where both operational efficiency and customer satisfaction define utility performance, real-time data integration has become indispensable. For the City of Lethbridge Electric Utility (LEU)—a municipally-governed electric distribution utility—meeting modern service expectations presented complex challenges. With a network that includes 6 substations operating at 138 kV and a peak load that has reached 192 megawatts, LEU supports a growing population of over 93,000 across Southern Alberta, Canada. The utility’s infrastructure comprises approximately 25 miles of overhead transmission lines, 52 distribution feeders at 13.8 kV, and more than 43,000 meters fully integrated with Advanced Metering Infrastructure (AMI).
Facing demands from an aging infrastructure alongside increasing customer expectations for sustainable, reliable energy, LEU sought a solution that could deliver accurate, real-time communication, particularly during outages. Turning to SurvalentONE Outage Management System (OMS), LEU leveraged advanced integration tools to modernize network management and optimize customer outreach. SurvalentONE OMS enabled LEU to provide real-time information, improving operational response times and customer engagement and solidifying its role as a reliable community partner committed to service excellence.
The Challenges in Utility Operations
The challenges LEU faced were familiar to many municipal utilities: aging infrastructure, rising customer expectations, and the need for real-time data integration across platforms. Although, LEU had a fully deployed Advanced Metering Infrastructure (AMI) system, it wasn’t leveraging that data effectively within their Supervisory Control and Data Acquisition (SCADA) system. The existing setup led to a range of operational inefficiencies, from inaccurate outage tracking to extended patrol times for troubleshooting.
Customer visibility was also a pain point. LEU’s customers had limited access to real-time information on planned or unplanned outages, creating a clear demand for timely, transparent updates. Additionally, the in-house outage tracking software was challenging for operators to maintain, leading to inaccurate records on outage scale, customer impact, and service restoration times. Often, operators would have to approximate these metrics using the GIS connectivity model or rely on customer calls, which slowed down response times and made fault pinpointing difficult.
From an operator’s perspective, LEU also needed automation to streamline outage communications and tracking. Automating notifications for customers and stakeholders would allow operators to focus on rapid fault resolution rather than manual reporting tasks.
In this context, LEU needed a robust outage management solution that could:
- Seamlessly integrate data from AMI, GIS, and SCADA systems to create a single, comprehensive view of the grid.
- Provide real-time outage notifications to customers, stakeholders, and operators.
- Automate outage tracking and streamline workflows to reduce administrative burdens.
- Improve response times through enhanced fault location capabilities and predictive insights.
Why LEU Chose SurvalentONE OMS
LEU’s choice of SurvalentONE OMS was driven by the need for an all-in-one, user-friendly solution capable of integrating with existing GIS and SCADA systems. SurvalentONE OMS allowed them to bring together data from multiple sources and provided a unified interface that operators could rely on during outages. This capability to automate notifications, track outages, and access real-time network information was invaluable, as it reduced the operational burden on LEU’s staff and enabled them to respond faster to outages.
Unlike many other outage management systems on the market, SurvalentONE OMS did not require extensive reconfiguration. Its intuitive interface allowed the utility to easily configure notifications, integrate GIS data, and synchronize with existing SCADA points. By unifying these data points, SurvalentONE OMS became a critical operational tool, delivering a comprehensive view of the grid and offering insights that were previously unavailable.
Steps to Successful Integration and Data Validation
Implementing SurvalentONE OMS, however, required an extensive data cleanup and validation process. LEU’s initial step was aligning two separate network models: a GIS model primarily used for electric design and asset tracking, and an operational model employed by SCADA. Ensuring consistency between these models was critical for achieving reliable, real-time updates.
The process required meticulous standardization of database points for switches, fuses, and breakers to match SCADA with GIS. This multi-step alignment allowed LEU to use SurvalentONE GIS Wizard to validate each component before import, an essential step in guaranteeing a seamless transition and reducing the chance of data-related disruptions. Additionally, the utility updated its GIS model to include essential switchable devices like transformer fuses and load break elbows, ensuring the imported data would reflect real-world conditions accurately.
Operators used Survalent’s configuration tools to map around 13,000 database points, aligning the utility’s operational data with SurvalentONE OMS to preserve consistency in both real-time and GIS-informed visualizations. The utility’s ability to incorporate GIS data into their OMS provided a true “as-operated” view of the network—offering operators a detailed and accurate single-line diagram with real-time updates.
Operational Improvements and Customer Benefits
Since implementing SurvalentONE OMS, LEU has seen marked improvements in operational efficiency and customer satisfaction. The OMS’s real-time dashboard displays planned and unplanned outages, allowing internal stakeholders to view outage scale, duration, and restoration timelines. The system’s customizable KPI dashboard enables operators to monitor performance in real time and provides management with essential insights for data-driven decision-making.
Also, the OMS allowed LEU to automate and streamline communications with stakeholders. For example, the system’s automated notifications generate real-time updates across multiple platforms, including X and email. This functionality not only improved customer communication but also reduced call times for LEU’s customer service team of 311 people. By giving residents self-service options through an online outage portal, LEU significantly enhanced customer experience while freeing up resources for more complex service requests.
The system’s customizable KPI dashboard enables operators to monitor performance in real time and provides management with essential insights for data-driven decision-making.
Streamlined Response Times
One of the most significant improvements was LEU’s response time to unplanned outages. Before implementing SurvalentONE OMS, locating faults and initiating restoration efforts could take up to 40 minutes. Today, using integrated AMI data, the utility’s operators can identify outage areas within 1 to 2 minutes, reducing response times by an estimated 50%. The OMS’s automated call analysis, based on AMI alarms, further aids operators by providing precise fault location data, streamlining the dispatch process, and ultimately helping LEU’s line crews work more efficiently.
Before implementing SurvalentONE OMS, locating faults and initiating restoration efforts could take up to 40 minutes. Today, using integrated AMI data, the utility’s operators can identify outage areas within 1 to 2 minutes, reducing response times by an estimated 50%.
Enhanced Data Analytics for Reliability and Maintenance
Beyond outage management, SurvalentONE OMS provides LEU with valuable analytics that help them proactively address both planned and unplanned outages. The system’s reporting tools allow operators to assess metrics like reliability indices and identify trends in substation and feeder performance. These insights led LEU to implement targeted solutions for frequent outage causes, such as wildlife mitigation and equipment upgrades in specific feeders. In addition to that, planned outage analytics revealed opportunities to consolidate maintenance work, minimizing disruption to customers.
A Valuable Partner for the Future
LEU’s experience with SurvalentONE OMS exemplifies how integrating real-time data can modernize operations and improve service quality. As LEU looks to expand their capabilities with tools like Survalent’s Historian and Power Flow applications, they continue to rely on Survalent’s innovative solutions and dedicated support.
Take the Next Step
For utilities, the ability to deliver reliable service while maintaining transparent customer communication is paramount. SurvalentONE OMS offers a proven solution for electric distribution utilities seeking to optimize grid management and improve customer satisfaction.
Ready to enhance your operations? Contact Survalent today to learn how our Outage Management System can transform your utility’s response capabilities.
