As part of ComEd’s ongoing efforts to improve service to customers and enhance its storm restoration process, the company recently hosted a best practices symposium. The two-day event focused on optimizing restoration during major events and drew more than 40 executives from 26 utilities and contractors from around the country to discuss the solutions that have proven effective for other utilities.
The event is designed to share best practices among leading utilities – including those recognized by the Edison Electric Institute (EEI) for excellent storm response efforts – to help enhance operational performance and customer service. This year, for the first time, contractors attended as well to provide the perspective of contractors and mutual assistance roles.
Following major storms in 2011, ComEd formed a storm taskforce and implemented enhancements that helped provide a significant improvement in storm restoration times in major storms. For example, ComEd added more first responders; a state-of-the-art mobile command center to deploy to hardest-hit areas; and customer service enhancements such as the interactive online outage map, mobile application for smart phones, mobile-enabled website, and two-way text messaging, which were identified as a “best practice” for utilities by J.D. Power.
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