Title: Integrated Outage Management System: an effective solution for power utilities to address customer grievances

Authors: M.K.S. Sastry

Addresses: Department of Electrical and Computer Engineering, University of West Indies, Trinidad and Tobago, West Indies

Abstract: This paper presents a real-time power Outage Management System (OMS) known as Integrated Outage Management System (IOMS). IOMS is a centrally coordinated facility owned by the power utility for addressing the consumer grievances regarding power failures and is realised by integrating different databases and components of conventional OMS. The design considerations, salient features, component integration and functional aspects of the IOMS are discussed. The benefits of using IOMS in improving overall utility functionality in managing the power outages are illustrated. Evidence shows that both utility and its customers get benefited from using IOMS.

Keywords: customer grievances; electric power outage; integrated outage management system; IOMS; work management systems; WMS; customer relationship management; CRM; power failure.

DOI: 10.1504/IJECRM.2007.014424

International Journal of Electronic Customer Relationship Management, 2007 Vol.1 No.1, pp.30 - 40

Available online: 05 Jul 2007

Full-text access for editors Access for subscribers Purchase this article Comment on this article