Outage Communications Desk

Context

• Investor-owned utility in the Southeast; frequent storm seasons and wildfire-related PSPS events.
• ASA and CSAT collapsed during events; messaging inconsistencies on ETRs drove callbacks.
• No clear playbook for switching between normal and outage modes.

Approach

• Storm-mode playbooks with variant macros and ETR message templates.
• Knowledge tiles for known issues; deflection logic and callback suppression rules.
• Coverage/adherence grid by hour; surge buffers sized to forecast error.
• QA variant with storm-specific defect classes and rapid calibration.
• Dashboards: ASA, callback %, ETR accuracy notes, and adherence.

Measured Results

• ASA < 60s achieved across major events with prioritized routing.
• Callback rate -22% through suppression and proactive messaging.
• ETR accuracy notes standardized; DSAT drivers reduced.
• Adherence stabilized via clear coverage and break rules.

Lessons Learned

• Mode switching must change macros, QA, and routing- not just headcount.
• Callback suppression tied to known-issue banners prevents loops.
• ETR language templates cut ambiguity (and regulator complaints).
• Calibration cadence should increase during events, then taper.