Lighting the Way Home with Duke Energy’s Street and Area Light Repair Tool
In March 2021, Duke Energy introduced an innovative tool that empowered customers and community members with intuitive options to report street and area light outages and issues. Delivering a state-of-the-art experience to end-users meant custom-engineering a tool in-house and adopting technologies Duke Energy had never used before, such as a customer-facing public cloud application. Since launch, more than 300,000 issues have been reported using the tool, and 481,000 email and SMS messages have kept users informed with status updates. Furthermore, Duke Energy has created a foundation for future analytical insights to improve operational efficiencies beyond the scope of what any of its team members had imagined.
Brad Cone, Senior Product Owner, Duke Energy
Brad Cone began his career with Duke Energy in 2018. He is currently the Product Owner for Duke Energy’s Customer Outage Technology team, which supports the majority of the company’s customer experience technology in the outage arena.