Best Practices – Outage Communications – Reducing Truck Rolls with AMI integration – ComEd – 2017

Across ComEd’s service territory, many outages reported on blue sky days are due to an issue on the customer’s side of the meter, typically the customer’s breakers. Consequently, the utility commenced an initiative in mid-2015 to identify customers’ meter issues upon initial contact. To achieve its customer experience and operational goals, ComEd integrated a meter ping across its customer-facing outage reporting channels. Since the project’s conclusion in August 2016, ComEd has significantly improved the number of outage reports resolved on first contact. ComEd took home Chartwell’s 2017 Gold Award in Outage Communications for the effort.