Real-time response and clear communication are fundamental in outage management. Customers expect to be informed of outages and assured that their utilities are focused on rapidly restoring power. For utilities, balancing these expectations with operational efficiency can be a challenge, especially in the face of severe weather events or sudden infrastructure issues. SurvalentONE Outage Management System (OMS) offers an effective solution, helping utilities streamline restoration efforts, improve transparency, and create smoother workflows across departments.
In a Survalent customer panel discussion, three utilities shared their experiences using SurvalentONE OMS to overcome common challenges in the field: Scottsboro Electric Power Board in Alabama in the United States, Saskatoon Light & Power in Canada, and Mid-Ohio Energy Cooperative in the United States. Each utility, distinct in its size and service area, has leveraged SurvalentONE OMS to enhance operations and deliver consistent, reliable service to their communities.
Scottsboro Electric Power Board: Fast Responses in a Small Municipality
Located in Scottsboro, Alabama, Scottsboro Electric Power Board (SEPB) serves a tight-knit community in a small geographical area. With a lean team, SEPB had previously faced challenges with tracking outages and coordinating response efforts quickly. Implementing SurvalentONE OMS transformed their workflow, enabling faster dispatches and near-instantaneous outage detection.
Using SurvalentONE OMS, SEPB can now proactively respond to outages, sometimes even before the first customer call is received. For example, a recent outage was detected, dispatched, and restored in less than 20 minutes—minimizing inconvenience for their customers. SEPB also streamlined customer communications, directing them to a web-based outage map that allows them to independently check outage statuses and estimated restoration times.
“Customers can log on to the map and see the outage area, and in case they don’t want to call, they can still get the information they need,” noted SEPB’s spokesperson in the panel discussion. This reduces the number of incoming calls and allows SEPB’s team to focus on restoration efforts rather than fielding multiple outage inquiries.
Saskatoon Light & Power: Enhanced Internal Communication and Efficiency
In Saskatoon, Saskatchewan, Saskatoon Light & Power (SL&P) provides electrical services to a growing urban population. As an established utility serving a large city, SL&P needed a system that could handle the demands of a modernized grid and support real-time communication across departments. Before adopting SurvalentONE OMS, SL&P experienced internal bottlenecks—employees would crowd into the control room to get updates during outages, creating inefficiencies and slowing down response times.
With SurvalentONE OMS, SL&P has implemented an internal dashboard that centralizes outage information, providing real-time insights accessible to all employees without requiring them to physically visit the operations center. The system also allows their Call Handler to distribute outage updates directly to customer service representatives who work remotely, ensuring that all team members, from call handlers to field operators, have the latest information.
Externally, SL&P is now positioned to offer customers more precise outage updates, moving beyond general notifications to share geographic information and ETAs. By prioritizing GIS data integration, SL&P is creating a more transparent and user-friendly customer experience. As a result, SL&P’s customers are kept informed, reducing anxiety and reliance on direct calls during outages.
Mid-Ohio Energy Cooperative: Increased Efficiency for a Rural Cooperative
Mid-Ohio Energy Cooperative, serving around 8,200 meters across a 3,000-square-mile rural area, relies on a small team to maintain vast service coverage. With unpredictable weather and a largely spread-out customer base, outage response had previously been a significant logistical challenge. SurvalentONE OMS has empowered Mid-Ohio to improve outage response times while reducing stress on their limited workforce.
By integrating their OMS with SCADA and GIS, Mid-Ohio has simplified the restoration process for field crews, enabling them to visualize outage locations and affected areas in real time. They can now pinpoint outages down to individual sections of the line, reducing unnecessary patrol time and ensuring no customers are left without power. Mid-Ohio’s team also benefits from the “ping” feature, which allows them to verify if power has been restored across a line after an outage is resolved. This feature has been particularly valuable during larger outages, allowing crews to confirm power status without driving to each affected area.
The OMS’s data integration also ensures Mid-Ohio’s call center has access to immediate outage reports, which can be shared directly with members. With multiple avenues to check on outage status, members are reassured and informed, creating a smoother experience overall.
Key Benefits of SurvalentONE OMS for Outage Management
SurvalentONE OMS has proven to be a powerful tool for utilities, providing them with several critical advantages in outage management:
Reduced Restoration Times
Across all three utilities, SurvalentONE OMS has enabled faster outage detection and response, minimizing customer downtime. Real-time visualizations and integrations with SCADA, GIS, and AMI data make it easier for crews to locate and address issues.
Improved Internal Communication
By centralizing outage data, SurvalentONE OMS allows departments to access the same up-to-date information. This transparency reduces the need for on-site communication, as seen with Saskatoon Light & Power’s internal dashboard, which eliminated the need for employees to gather in the control room.
Enhanced Customer Engagement
Through integrated customer portals, utilities can provide timely updates and detailed outage information directly to customers. These portals empower customers to make informed decisions during outages, whether they choose to wait out the outage or make alternative plans.
Streamlined Reporting and Data Management
The OMS’s reporting tools have also been instrumental for Mid-Ohio in streamlining monthly reporting for board members and regulatory compliance. The system accurately tracks SAIDI and SAIFI scores, helping utilities monitor performance and identify improvement opportunities.
Driving Operational Excellence in Utility Management
These case studies demonstrate that SurvalentONE OMS is not just a solution for managing outages—it’s an asset that brings measurable value to every layer of utility operations. By implementing OMS, utilities can transform their approach to outage management, ensuring customer satisfaction, operational transparency, and swift responses, even in challenging conditions.
Take the Next Step with SurvalentONE OMS
Ready to explore how SurvalentONE Outage Management System can support your utility in delivering exceptional service? Watch the full webinar to hear directly from utility leaders on how SurvalentONE OMS is making a difference in real time. Discover the tools that can empower your utility to manage outages more effectively and keep your community connected.
