Enhancing the Outage Communications Journey for Disabled Customers

A significant percentage of your utility’s customers are living with some kind of disability, whether it be blindness, hearing impairment, or other challenges. These customers can have a much different (and less satisfying) digital experience than other users when trying to access your website, an especially urgent problem during outages. During this webinar, two North American utilities will discuss their efforts to ensure their disabled customers can easily track online information about outages.

Hydro One’s efforts are compliant with the Accessibility for Ontarians with Disabilities Act, part of a government mandate that requires the compliance of all provincial industries by 2021.

Entergy has added colorblind-accessible markers to its online outage maps, ensuring that their colorblind customers can easily track information about outages in real time.

Attend this webinar to learn how your utility can ensure easy online accessibility for all your customers.

Speakers:

• Susan Adam – Manager, Customer Solutions, Entergy

As Manager, Customer Solutions, Susan is focused on the Outage and Technical Services Customer Journeys. She has over 20 years of experience with Entergy, in Customer Experience as well as IT. She is a certified AGILE Scrum Product Owner currently leading several Agile projects at Entergy. One of which includes improving Entergy’s Customer Experience during major storms, while working with Data Capable, StormGEO and Entergy’s IT and Incident Response teams.  

• Jason Barham – Manager of Communications Systems, Hydro One Networks

As the Manager of Communications Systems with Hydro One Networks, Jason’s role is to assist with the roll out and maintenance of the Digital channels for both internal and external customers.  He has more than 20 years in the Digital industry, having worked with large companies and small start-ups in delivering innovative experiences to the Canadian market.

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