Reinventing Outage Communications: Duquesne Light Company
When major storms strike, customers expect timely, precise, and reliable outage information. Serving more than 600,000 customers in southwestern Pennsylvania, Duquesne Light Company recognized that its legacy outage tools and manual processes limited visibility and slowed communications during large-scale events. In June 2024, the utility launched a modern Outage Management System (OMS) to create a single source of truth for outage detection, restoration activity, and customer updates. The system integrates a near real-time outage map and My Alerts, delivering structured, personalized notifications via email, text, or voice. A coordinated customer education campaign increased alert enrollments by more than 300% in three months. Since launch, DLC has sent over 2.6 million outage messages, improving customer understanding, engagement, and operational transparency during both routine and severe events.
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