Hawaiian Electric Co. is using Oracle Utilities Network Management System and Oracle Utilities Mobile Workforce Management as part of its continuing efforts to improve customer service and satisfaction in responding to power outages on the island of Oahu.
"With Oracle Utilities applications, we can improve the information we deliver to our customers, particularly during power outages," said Tom Joaquin, senior vice president, operations, Hawaiian Electric Co. "We can now provide a consistent, single view of data across the organization -- from executives to service representatives, and from trouble dispatchers to crews in the field. Oracle's robust feature set and built-in integration between the network management and workforce management applications were fundamental to our decision process."
By implementing Oracle Utilities Network Management System, HECO has improved its trouble management and outage analysis, accelerated dispatch during outages and enhanced historical reports that can aid in asset management and performance. HECO deployed Oracle Utilities Mobile Workforce Management to automate field operations, improve the field workforce productivity and eliminate service backlogs.
The Oracle Utilities applications are pre-integrated using Web Services to pass XML messages between Oracle Utilities Network Management System and Oracle Utilities Mobile Workforce Management. HECO leveraged this product-based integration to allow dispatchers to rapidly alert repair crews in the event of a power outage and more accurately direct them to failed equipment -- reducing outage durations and increasing customer satisfaction. The Oracle solution also allows customer service agents to relay accurate information on outage status, improving customer service.
"A power outage can be a true test of customer service quality. HECO is committed to offering the best possible service by providing its customers with accurate information to allay their concerns and by rectifying outages quickly," said Quentin Grady, senior vice president and general manager, Oracle Utilities Global Business Unit. "We are pleased to work closely with HECO to provide the technology infrastructure needed to support these business priorities."
