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Understanding Pasadena Water & Power’s New Outage Management System

Pasadena Water & Power will have a new outage management system that seeks to improve customers' experiences. But what is it exactly?

Published on Thursday, September 26, 2013 | 2:15 pm
 

Pasadena Water & Power will be rolling out a new outage management system to improve customer service. In light of this, customers are encouraged to update their contact information.

What for?

Wendy De Leon of Pasadena Water & Power, explains: “At a high level overview, the new Outage Management System is going to be a way for us to increase not only our communications with our customers in times of outages but also to increase our accuracy in deploying personnel and record management.”

To make the management system work, De Leon says that customers would only need to update their contact information to give Pasadena Water & Power the ability to know exactly the location of the outage and act accordingly. “At the time that there’s an outage, you will call in of course to report that outage. Our new system would recognize your phone number and pinpoint your location,” says De Leon.

The system will grant Pasadena Water & Power the ability to give customers the option of getting a callback or speak to a representative to get notified when the customer has been reconnected, De Leon explains.

“We’re also hoping to integrate maps to this new system where people would be able to tell what areas have been restored, what areas haven’t been restored; all that is in the works,” says De Leon.

Once the system pinpoints the location of the outage, De Leon explains that Pasadena Water & Power can “actually dispatch personnel to go look at wherever your area is located [that’s] affected by an outage.”

The system is expected to launch by early 2014, though no specific date has yet been confirmed. In the meantime, you can help Pasadena Water & Power by updating your contact information for the database by visiting www.PWPweb.com/OMS

You can also fill out and return the form that’s included in your bill, or call Customer Service at (626) 744-4005.

 

 

 

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