Supporting Ottawa in an Emergency: Hydro Ottawa Develops Large-Scale Event Playbook for Crisis Communications

When a powerful derecho storm hit Ottawa in May 2022, toppling more poles in one event than the utility typically replaces in a year, crews faced an unprecedented amount of damage. Their hard enabled them to restore power to 50% of customers within two days and 90% within a week. During the reviews that followed the incident, utility leadership took the opportunity to invest in a new Large-Scale Event Playbook. This playbook, created in collaboration with PricewaterhouseCoopers, provides specific guidelines for effective communication during various crisis levels, ensuring that Hydro Ottawa is always prepared for the unexpected.

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.

 

customer feedback customer satisfaction outage survey data