February 21, 2017

Duke Energy Upgrades to IncidentWatch™ Across All Service Territories

January 2017 marked a huge accomplishment for Duke Energy, with the launch of IncidentWatch maps to provide customers with streetlight outage reporting. IncidentWatch was implemented across all six states the utility serves: North Carolina, South Carolina, Florida, Kentucky, Ohio, and Indiana.

Users can access the map through Duke Energy’s website on both mobile and desktop platforms, and have the ability to choose which state map they are interested in viewing. IncidentWatch allows Duke Energy customers to report problems with outdoor lights in their neighborhood by placing an icon at the location of the light. To find the outage location on the map, users enter the address or the cross streets closest to the light, or manually zoom in on the map. Once the user selects the location, a pin will appear on the map, and the user can provide information about the issue and submit a repair request to Duke Energy.


Zoomed out view of IncidentWatch map


Reporting a streetlight outage

Reporting a streetlight outage


IncidentWatch operates on the Google Maps platform, and is the upgraded version of the previously named KUBRA StreetLight Outages, a Bing-based streetlight reporting system. The new Google Maps-based reporting tool delivers increased accuracy over Bing and more robust location information data. The newly implemented IncidentWatch map takes a mobile-centric approach, delivering significant design improvements and expanded features such as responsive design, optimized performance capacity, enhanced user interface and expanded light status icon set.

The new light status icons help keep customers fully informed of the status of the lights they or others have reported. In addition to the icons previously used on the map, such as “Working Light” or “Reported Streetlight with Issue,” the upgrade adds icons such as “Pending Resolved,” “Additional Work Needed” and “Not Our Light.”


In addition to the customer-facing upgrades, the implementation also introduced a new administrative tool for Duke Energy’s internal use, called Incident Manager. Incident Manager is a password-protected tool designed for company administrators to use to track and update incidents reported on any of its four regional IncidentWatch maps.

This implementation of  IncidentWatch is set to improve customer engagement and experience across the utility’s service territories. The tool will continue to speed up repair requests, increase resident safety and provide extra opportunities for customers to self-serve. To see the new IncidentWatch maps, choose a state below:

Ohio           Florida          Indiana

Kentucky         North Carolina        South Carolina

About Duke Energy

Duke Energy, one of the largest electric power holding companies in the United States, supplies and delivers electricity to approximately 7.4 million customers in the Southeast and Midwest, representing a population of approximately 24 million people. The company also distributes natural gas to more than 1.5 million customers in the Carolinas, Ohio, Kentucky and Tennessee. Its commercial business operates a growing renewable energy portfolio and transmission infrastructure across the United States.

Headquartered in Charlotte, N.C., Duke Energy is an S&P 100 Stock Index company traded on the New York Stock Exchange under the symbol DUK. More information about the company is available at duke-energy.com.