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Customer outage notifications and updates

This workflow automatically detects power outages through SCADA monitoring and sends real-time notifications to affected customers via multiple channels while providing ongoing status updates until service restoration.

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Workflow Trigger

SCADA system detects voltage anomaly or circuit breaker trip indicating power outage

Visual Flow

Each node represents an automated step. Connections show how data and decisions move through the workflow.

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

  1. 1
    Trigger

    Detect outage event

    SCADA system monitoring detects abnormal electrical conditions such as voltage drops, circuit breaker trips, or transformer failures. The system automatically flags the event and initiates the notification workflow.

    SCADA systems
  2. 2
    Action

    Identify affected customers

    GIS mapping software cross-references the outage location with customer service territories to determine which customers are impacted. The system generates a list of affected accounts and their contact preferences.

    GIS mapping softwareOracle Utilities
  3. 3
    Decision

    Assess outage severity

    System evaluates outage scope, duration estimates, and criticality based on number of customers affected and infrastructure damage. This determines notification priority and communication frequency.

    SCADA systemsMaximo asset management
  4. 4
    Action

    Send initial outage notifications

    Automated messages are dispatched to affected customers through their preferred channels (SMS, email, mobile app push notifications). Initial notifications include outage confirmation and estimated restoration time.

    Oracle Utilities
  5. 5
    Action

    Monitor restoration progress

    System continuously tracks field crew activities and equipment status through Maximo asset management. Real-time updates on repair progress are captured and processed for customer communication.

    Maximo asset managementSCADA systems
  6. 6
    Action

    Send progress updates

    Periodic status updates are automatically sent to customers based on restoration milestones and time intervals. Updates include revised ETAs and any changes in service restoration approach.

    Oracle Utilities
  7. 7
    Output

    Confirm service restoration

    Final notification confirms power restoration to affected customers and logs the incident closure. Customer satisfaction survey links are included to gather feedback on outage response.

    SCADA systemsOracle Utilities

Outputs

  • Automated customer outage notifications
  • Real-time restoration status updates
  • Service restoration confirmations
  • Outage incident documentation

Key Metrics

  • Customer notification delivery rate
  • Average outage duration
  • Customer satisfaction score
  • Time to first notification

Tools & Integrations

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