Weather is changing around the globe—storms are getting more severe and more frequent. Similarly, utilities’ response to those storms (and the power outages they create) are changing...evolving, really, to overcome unprecedented challenges and meet new customer demands.  

Here we connect with our Chris Piccolo, HEXstream utilities industry specialist, to get a temperature check on storms, outages and smarter ways that utilities are keeping the lights on. Take a look... 

Q: How is storm response changing for utilities? 

A: After spending 20 years in utility operations and control rooms, I’ve seen storm response shift from a primarily reactive approach to a highly coordinated operation. Today, storms often come with limited warning, which requires utilities to mobilize quickly. The scale of these events has increased significantly, bringing in large numbers of external crews in a short period. This creates a massive logistical challenge that includes lodging, meals, onboarding, safety briefings and tracking. Restoring power is still the goal, but doing it efficiently now requires managing a large, complex operation under high-pressure conditions. 

Q: Are logistics as important for storm response as tools and technologies?

A: Yes, logistics are just as important as technology, and they need to work together. Even with the most advanced systems, restoration efforts can stall if crews are not properly assigned, fed, rested and informed. Strong logistics ensure that field teams can be productive and safe. When supported by technology that enables real-time crew tracking, automatic work assignments and streamlined communication, the entire response becomes more efficient. Technology enhances logistics, but logistics provide the foundation that makes restoration possible. 

Q: Some utilities still rely on outdated processes. What is an example? What is a smarter, modern alternative? 

A: A good example is the continued use of spreadsheets and email to handle mutual aid-crew rosters. This process is time-consuming, prone to errors, and difficult to scale. A modern alternative is using an integrated platform where contractors upload roster information directly into the utility’s system. This data is automatically validated and mapped into crew-management tools, reducing manual input and speeding up deployment. It enables utilities to start working faster and with greater accuracy. 

Q: How does evolved mobile computing and communications factor into all of this? 

A: Mobile technology has become essential during major events. When bringing in external crews, many of them are unfamiliar with the utility’s internal systems. Traditionally, assignments were communicated through phone calls or text messages, which can be inefficient and hard to manage at scale. With mobile apps and integrated platforms, crews can now receive all necessary information directly on their devices, including assignments, maps, safety protocols, and updates. This saves time, reduces confusion, and empowers field operations to run more smoothly. 

Q: What is spurring this change? 

A: Several factors are driving the shift. Advancements in digital technology have made new tools available and reliable. At the same time, regulatory pressure has increased and customers are demanding better communication and faster restoration. Internally, utilities are recognizing the inefficiencies of outdated systems. These combined pressures are encouraging leadership to invest in modern tools and integrated solutions that support a more agile and transparent response. 

Q: How are customer expectations changing? 

A: Customers now expect clear, accurate and real-time communication. They are used to services from companies like Amazon and Uber where they can see what is happening in real time. That expectation now applies to electric utilities as well. Customers want to know when their power will come back, why it went out, and what is being done to fix it. If communication is lacking or unclear, it leads to frustration and lost trust. Meeting these expectations is becoming just as important as restoring service itself. 

Q: Are processes and practices often disconnected? Does modern outage response benefit from a unified platform? 

A: Yes, many of the core processes involved in storm response are still handled separately. Contracts, rosters, onboarding, crew assignments, timesheets and logistics like meals and lodging are often managed in different systems or even manually. This slows everything down and increases the risk of errors. A unified platform that brings all these elements together and integrates with the utility’s Outage Management System creates a much more efficient and transparent process. It improves coordination, reduces manual work, and ultimately leads to faster restoration and better customer service. 

CLICK HERE TO CONNECT WITH US ABOUT UPDATING YOUR OUTAGE-RESPONSE CAPABILITIES.