September 29, 2015
Oncor Updates Storm Center Power Outage Map and Notifi Alert System
Updated Communication Tools
On September 3, 2015, Texas utility Oncor updated its Storm Center™ power outage map and Notifi® alert system for customers. The updated power outage map includes a new responsive interface that provides improved performance on desktop and mobile devices.
In addition, Oncor’s outage map, outage reporting tool, and text messaging service now provide both English and Spanish language options. Likewise, the text messaging service recognizes both English and Spanish text message keywords sent to Oncor’s short code, and automatically responds in the same language as the keyword.
Updates Responding to Storm Experience
Other updates to Oncor’s text message system were made in 2014 to address challenges from a December 2013 ice storm. Although Oncor’s text message alert system was launched near the end of 2012, the December 2013 storm was both the first major storm after the launch and the third-largest storm in Oncor’s history.
Some of the communication challenges encountered during the storm included restoration messages that were sent to Oncor customers before power was completely restored, possibly due to nested outages. Oncor also found that some customers were confused by the wording of the text messages they received.
To address these challenges, Oncor worked with iFactor to create separate messages for outages with ETRs not yet entered and outages with expired ETRs (time of set ETR is in the past) in response to status requests and outage reports. The new messages identify the status of outages without ETRs as “Assessing Condition” and the status of outages with expired ETRs as “Reevaluating.”
Oncor also revised the text of the “outage restored” message to include a more detailed confirmation process for customers who indicate that they are still without power. Ongoing improvements like these demonstrate Oncor’s dedication to providing the highest level of customer service for its customers.
Oncor Electric Delivery Company LLC (“Oncor”) is a regulated electricity distribution and transmission business that uses superior asset management skills to provide reliable electricity delivery to consumers. Oncor operates the largest distribution and transmission system in Texas, delivering power to more than 3.3 million homes and businesses and operating more than 121,000 miles of transmission and distribution lines in Texas.