Pasadena’s Water and Power Customers Prepare for Launch of a New Outage Management System

Pasadena’s Water and Power (PWP) Department is launching a new, citywide Outage Management System (OMS) in early 2014 that will streamline customer communications and enable more efficient deployment of line personnel during outages, among other improvements. In preparation of the launch, PWP is asking customers to update emergency telephone numbers by December 15 either online at www.PWPweb.com/OMS, by phone at (626) 744-4005, or by returning the form enclosed with the recent account statement.

Once the OMS is in place next year, an Interactive Voice Response (IVR) feature will allow customers to use  phones to report both water and power outages. Customers can also hear status reports on planned and unplanned power outages.

Linked with PWP’s existing technology, including PWP’s customer account system, Geographic Information System (GIS) and power distribution supervisory control and data acquisition (SCADA) system, the OMS will use customers’ phone numbers to quickly pinpoint the most likely location, cause and extent of an outage. Customers will also have the option of speaking to a representative or getting a callback once power has been restored.

“PWP is always looking for new ways to enhance customer communications and outage response,” said Eric Klinkner, PWP’s Assistant General Manager. “This system integrates the latest technology to speed troubleshooting and repairs, cut costs and greatly improve service to customers. It is a win-win for everyone.”

Currently, information about major power outages or emergencies is available to customers via a remote customer service hotline, at www.PWPweb.com/emergency, or through PWP’s twitter feed @PWPNews. While these information channels will remain available to customers next year, the OMS is expected to streamline and quicken the communication process for all outages.

“No matter how big or small an outage is, this system will be able to provide an accurate update without the wait,” Klinkner said. “During the 2011 windstorm, we experienced extraordinarily high call volume. This system will help us be more proactive with our communications.”

For more information about the new OMS or to update emergency contact information, visit www.PWPweb.com/OMS or call PWP’s Customer Hotline at (626) 744-4005. All personal information collected by PWP will remain confidential and will only be used by PWP for this program. PWP will never call customers to collect personal information over the phone.

For more information about the City of Pasadena, visit www.cityofpasadena.net. Follow the City on Twitter @PasadenaGov, or for PWP, @PWPNews.