Outage Management System
Harris' Outage Management System (OMS) increases utility operation effectiveness during all outage events. From outage notification through to resolution, the Harris OMS will provide the critical information required to make decisions, automate the communication process between departments and customers and accurately track the effects of the outage event.
The OMS gathers information about outages through customer service representatives and field personnel or through integration with telephone IVR, Automatic Meter Reading and SCADA systems. The OMS immediately alerts control room operators of a possible outage and will associate initial outage indicators with accounts and proposes possible outage events.
Outage events are confirmed instances that an outage has occurred. Once an outage event has been established, the OMS will provide tools for operators to quickly associate all accounts affected by the problem. The OMS will screen all future outage indicators against established outage events confirming the scope of the outage event, and more importantly keeping operations staff focused on restoring power. Outage indicators that fall outside of established outage events will be presented with the option to increase the scope of the current outage event or create a second event.
In addition to tracking the accounts and loads affected by the outage event, operations staff can publish the estimated time to restoration and other status messages associated with the event. Status messages can be broadcast to all utility staff and integrated into an IVR system to decrease the number of callers transferred to a CSR.
On power resolution, the Harris OMS will generate an event report with number of customers and loads affected, updated SAIFI, SAIDI and CAIDI statistics, timeline of actions taken, and associated work order references.
Enhanced Customer Service
The core Harris OMS can be easily enhanced through integration with an IVR system. The benefits of the IVR are numerous:
-
Maintain strong customer service during large outages or after hours without additional staff
-
Staff can focus on restoring power vs. answering the phone
-
Communicate estimated restoration times efficiently
-
Validate power restoration via call backs into affected areas
-
Manage work crews during outage events remotely
On power resolution the Harris OMS will generate an event report with the number of customers and loads affected, updated SAIFI, SAIDI and CAIDI statistics, timeline of actions taken and associated work order references.
Performance Based Asset Management
The Harris OMS archives all outage event information allowing trend analysis of outages by area, transformer or customer class. Cross referencing with the associated assets quickly produces performance statistics on those assets. These performance statistics can be used to allocate capital or preventive maintenance budget dollars to improve overall network performance.
|
