As a municipally owned electric utility and a department of the City of Austin, customer service is a vital part of Austin Energy’s mission. In 2017, the utility leveraged technology to engage customers and improve service delivery across the region.
Austin Energy launched an upgraded Outage Map and a new Outage Alert system to reach customers with useful information in a convenient way. Mobile friendly and featuring live weather radar, outage statuses and estimated electricity restoration times, the upgraded Outage Map provides customers with outage tracking, improved communications during outage events, and additional channels for reporting power outages. Six months after launch, more than 12,000 customers had enrolled to receive alerts.
The new Outage Alert tool is a text message-based system that updates customers about outages impacting their homes or businesses. At the end of 2017, more than 6,000 customers had signed up for the service. Additionally, Austin Energy updated its Storm Center with the same capabilities so that customers are kept up to date during inclement weather. Investing in innovative technology means excellent service for customers and efficient operations across the region.