How Hydro-Québec Transformed Major Event Communication With a Restoration Time Coordinator
Hydro-Québec transformed major event communication by introducing a dedicated Restoration Time Coordinator (RTC) role to improve the accuracy and reliability of estimated times of restoration (ETRs). Facing growing customer demand for clear, timely guidance during increasingly severe storms, the utility centralized responsibility for outage analysis, ETR updates, and customer-facing communications within this new role. RTCs use real-time dashboards, crew location data, and direct coordination with field teams to provide realistic restoration windows early in an event and refine them as conditions evolve. From April through December 2024, this approach raised ETR compliance from 71% to 76%, delivering clearer, more dependable information to customers while allowing operators to focus on restoration work.
CONTINUE READING
- To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
- If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
