The newest addition to the HEXstream team, Utilities Industry Specialist Christopher Piccolo, has two decades of experience in this space. So we decided to pick his brain on trends in power distribution. Take a look… 

HEXstream: In your tenure with utilities, how has restoration communication changed? What is enabling those changes? 

Christopher: Over the past 20 years, restoration communication within the utility sector has undergone significant transformation. Two decades ago, the primary method for customers to obtain information about outages was through a phone call to the utility company. This approach demanded substantial physical resources and often provided only rough estimates due to the outdated technologies in use at the time.

Today, the landscape of customer-utility interaction has evolved dramatically. Customers now have access to a variety of communication channels, including websites, email, two-way text messaging, mobile apps and chatbots, in addition to traditional phone calls. These advancements in technology have empowered utilities to quickly and efficiently deliver more accurate and timely updates to customers.

The key enablers of these changes include the development and integration of digital communication platforms, advancements in mobile technology, and the implementation of smart-grid systems. Additionally, the widespread adoption of smart meters, or Advanced Metering Infrastructure (AMI), has played a crucial role. Smart meters provide real-time data on energy usage and outages, allowing utilities to quickly identify and address issues, and
communicate precise information to customers. 

These innovations have not only improved the accuracy of the information provided, but also enhanced the overall customer experience by offering multiple, convenient ways to stay informed during outages.

HEXstream: Do modern utility customers expect comprehensive, real-time updates from their power providers?

Christopher: Absolutely. We are living in a new digital world where real-time updates have become the norm. Companies like Amazon, Uber, Tesla, Apple and many others provide real-time updates to their customers, setting a high standard for customer service. For example, you can track a pizza from the moment it goes into the oven until it is delivered to your home.

Utility customers have become accustomed to this level of service and now expect it as a baseline. They anticipate comprehensive, real-time updates from their power providers, including information about outages, restoration times and energy usage. This expectation is driven by the advancements in technology and the seamless experiences provided by other industries, making real-time communication a fundamental aspect of modern customer service in the utility sector.

HEXstream: Why is this a good thing for the utilities themselves?

Chris: Automating the flow of information to customers offers numerous benefits to utilities. Firstly, it reduces the need for staffing live customer-service agents, which can significantly lower operational costs. By providing automated updates and self-service options, utilities can handle a larger volume of customer inquiries without the need for additional personnel.

Secondly, automation improves customer-satisfaction scores. When customers can access information quickly and conveniently, they feel more empowered and informed. This self-service capability enables them to get the information they need, when and how they need it, leading to a better overall customer experience.

In addition to these benefits, automation enhances the efficiency and accuracy of communication, ensuring that customers receive timely and precise updates. This not only builds trust but also helps utilities manage their resources more effectively during outages and other service disruptions.

HEXstream: What do these enhanced capabilities enable field crews to do differently? 

Chris: Enhanced capabilities such as smart grids and AMI meters significantly improve the efficiency of field crews. These technologies enable system operation centers to more accurately pinpoint and predict the location of outages. As a result, field crews can save valuable time that would otherwise be spent patrolling to find the problem.

By quickly identifying the exact location of an issue, field crews can focus directly on making the necessary repairs. This streamlined process ultimately reduces outage times, ensuring that power is restored more swiftly and effectively. Additionally, these capabilities enhance overall operational efficiency, allowing crews to manage resources better and respond to multiple incidents more proficiently.

HEXstream: How does advanced metering infrastructure come into play here? Does it create added complexity or provide greater control?

Chris: AMI can indeed add complexity for utilities due to the vast amount of data these systems generate. Managing this data requires robust backend infrastructure and effective front-end analytics to unlock the full benefits of the technology.

However, this complexity also brings greater control and efficiency. With AMI, utilities can gain detailed insights into energy-usage patterns, outage locations and system performance. This enhanced visibility allows for more precise and proactive management of the grid, leading to improved reliability and faster response times during outages.

Ultimately, while AMI introduces new challenges in terms of data management, it also empowers utilities to provide a superior user experience for their customers by leveraging the detailed information to optimize operations and enhance service delivery.

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