The Rise of ETR Officers and Processes

By John Burnap, Senior Advisor

ETR, or estimated time of restoration, is a crucial communication factor that all of our customers seek. They want it to be timely and accurate, as they make decisions based on how long restoration will take. This information influences where they will stay and what they will do during an outage. Recognizing its importance, utilities have assigned members of the Incident Management Team to this role, sometimes even creating a position called ETR officer.

In 2022, only 5% of utilities had someone responsible for developing global ETRs. Two years later, 39% of utilities reported having a dedicated person for this responsibility, highlighting its significance. We understand the importance of communicating actionable information to all our external stakeholders.

Additionally, utilities have not only appointed an ETR officer but also established a well-defined process for developing global and community-based ETRs, depending on regulatory requirements. This communication is integrated into what we convey to customers. However, we must be cautious not to over-communicate, as frequent changes in ETRs can upset customers. ETRs must be accurate and provided through the customer’s preferred channel, whether by text, phone call, or email. We must communicate with our customers in the ways they prefer, ensuring timely and accurate information.

Please contact John Burnap for any questions, to set up a meeting, or to learn more about the Emergency Management Leadership Council.