How OPPD Rebuilt Customer Trust with Smarter Storm Communications
When major storms strike, customers don’t expect perfection — just timely, honest, and useful information. Following two of the most destructive storms in its history, Omaha Public Power District transformed its approach to outage communications by rethinking how restoration information was gathered, shared, and refined throughout an event. Through stronger coordination across operations and customer experience, earlier estimated restoration times, targeted outreach, and a “progress over perfection” mindset, OPPD improved both communication accuracy and customer confidence. In this award-winning session, attendees will learn practical strategies for delivering faster, more transparent storm communications that reduce uncertainty, strengthen trust, and improve the customer outage journey. OPPD’s effort won Chartwell’s 2026 Silver Award for Excellence in Outage Communications.
Panelists:
- Andrew Peacock, Manager of Customer Experience, Omaha Public Power District
Andrew joined OPPD in 2008 and spent 12 years helping lead the utility’s Continuous Improvement program, driving process improvement, technical studies, project management, and strategic initiatives. In 2021, he transitioned to Customer Operations Technology and, since 2024, has served as Manager of Customer Experience, leading efforts to improve outage communications, billing and payment, and other customer interactions. Before OPPD, he held communications, marketing, project management, and business analysis roles with ConAgra Foods. Andrew also founded the Omaha Continuous Improvement Professionals Group, a collaborative network of more than 30 organizations focused on sharing process improvement best practices.
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