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The State of Outage Communications
E SOURCE, June 2004, Pages: 12
Ordinarily, effective communication between utility departments is important. When the power goes out, it becomes essential. Outage communication requires the transfer of information from customer to call center to dispatch to field crew and all the way back again. A breakdown in communication at any point can cause the entire process to fail.
For years utilities have been discussing improvements to this process, but only in the past few years have these plans been put into action. Many utilities are now beginning to use Extensible Markup Language (XML) technology to transform outage communication from a piecemeal process into a model of integration. These improvements can not only help to alleviate the stress on utility personnel during critical outage situations, but they can also improve customer satisfaction when the utility is most vulnerable.
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