National Grid Makes Transformative Leap in Outage Operations with Mobile Outage
National Grid received Chartwell’s 2026 Silver Award for Excellence in Outage Operations for its Mobile Outage Dispatch (MOD) tool, a digital solution that modernizes outage restoration by enabling field crews to manage assignments and provide real-time updates directly from iPads. Replacing a phone-based process that often created delays and bottlenecks, MOD improves situational awareness, data quality, estimated restoration time (ETR) accuracy, and customer communications. Developed in less than a year through close collaboration between operations, technology, and field teams, the tool was rolled out across New England in phases and supported by extensive training. Since launch, MOD has processed more than 55,000 assignments, maintained ETR accuracy above 90%, and contributed to a 12% increase in outage customer satisfaction.
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