Oncor’s Strategies for Outage Communications and Emergency Management
Oncor Electric Delivery, serving 13 million customers across Texas, has undergone a significant digital transformation aimed at strengthening outage communications and emergency response. Joel Austin, Senior Vice President and Chief Digital Officer at Oncor, explained during a presentation at EMACS that while growth and infrastructure investment are critical, reliability during severe weather and emergency events remains the top priority, and infrastructure investment should support that.
👉 On the blog: One Voice Under Pressure: Lessons from the Front Lines of Crisis Communication
Over the past several years, Oncor has paired a $50 billion investment in transmission and distribution technology with a comprehensive overhaul of its communication and data systems. The goal: ensure customers receive timely, accurate, and transparent information during outages and emergencies.
To guide this transformation, Oncor established a cross-functional team that developed core principles for emergency management and outage communications:
- Keep reliability and safety at the forefront
- Provide consistent and proactive communication
- Deliver early, accurate, and transparent updates
- Ensure customers receive the information they need when they need it
Previously, outage communications could be fragmented across departments. Today, Oncor integrates operations, communications, and customer systems to deliver personalized updates based on location and real-time conditions. Austin noted that the frequency and quality of Oncor’s outage updates have “changed dramatically in the last year and a half,” reducing uncertainty for customers during critical events.
👉 Read this case study, Community Engagement Response Team: How Oncor Turns Crisis into Connection, in the CURI Research Center
Oncor’s enhanced information architecture aggregates data from metering, outage, and customer systems in real time. Artificial intelligence manages this flow to ensure accurate, actionable information reaches both internal teams and customers quickly. This approach supports rapid decision-making during emergencies and improves restoration estimates.
Austin acknowledged the natural tension between operations teams—focused on precision—and communications teams—focused on speed. While no one wants to share incomplete information, silence during an outage is unacceptable. Not communicating is the “cardinal sin,” Austin said. The company prioritizes sharing what is known as soon as possible and updating customers promptly as conditions change.
The utility industry faces increasing pressure to adopt advanced technologies, from machine learning to generative AI, to improve outage prediction and crisis response. Austin emphasized that these tools must be implemented thoughtfully, with attention to cybersecurity and operational integrity.
Ultimately, Oncor’s approach demonstrates that effective outage communication and emergency management require both cutting-edge technology and human judgment. By reducing uncertainty and maintaining transparency during severe weather and other emergencies, utilities can strengthen trust and resilience across their service territories.
To learn more about the Emergency Management Leadership Council, please reach out to Tim Herrick.
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