Building Trust Through Technology: Hawaiian Electric’s PSPS Communication Framework
Hawaiian Electric earned Chartwell’s 2026 Bronze Award for Emergency Management by rapidly developing a comprehensive communication framework to support its Public Safety Power Shutoff (PSPS) program following the 2023 Maui wildfires. Built in just 12 weeks, the cloud-based, omnichannel platform enables proactive, high-volume communication across SMS, email and voice, while supporting automated inbound interactions through a 24/7 hotline and IVR system. The utility paired this technology with a robust public outreach campaign and standardized messaging tailored by county to ensure clarity and consistency. The system delivers alerts at every stage of a PSPS event, shifting the organization from reactive to proactive engagement. It has already supported millions of outbound notifications and reduced strain on customer service teams. Beyond immediate wildfire risk mitigation, the platform is evolving into a broader digital engagement tool, with future enhancements focused on multilingual communication, accessibility and advanced analytics.
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