Restoration Departures
Every outage is a departure: promised time, revisions, and who's still waiting.
The job
Helps the company keep every restoration time it promises, send a new time before the old one breaks, and keep each outage short of the guaranteed-standard payout, with the dollars at stake on screen.
The moment
Every power outage is shown like a flight on a departures board, with its promised restoration time. District 14 was promised power back by 16:00.
The time is revised to 18:30, and 3,412 customers are told 22 minutes before the first promise would have broken.
Customer messages change from complaints that it's still dark to thanks for the update. The wave of angry messages that followed past revisions never comes.
Power returns after 5 hours 41 minutes, 19 minutes short of the point where guaranteed compensation is due, so $1.2 million is not paid out.
What it does
- Log or edit an incident and its ETR by hand
- Refresh an incident's still-dark count
- Send a revised ETR to the district and the agents
- Escalate to the crew lead
- Send a compensation batch
- Sign the monthly liability ledger
What you see
Split-flap departures board for the control-room wall, an incident-desk companion, a 06:00 morning-after newspaper edition and a monthly liability ledger.
What it moves
Dollars in guaranteed-standard payouts avoided each month, the share of revised restoration times sent before the promise broke, and complaints about broken promises per 1,000 affected customers.
Built for
- Marketing, brand & comms
- Compliance, complaints & legal
- Contact-centre operations
- Finance
