EnergyAustralia Implements Oracle® Utilities Network Management System to Help Increase Customer Satisfaction, Reduce Duration of Outages
Oracle today announced that EnergyAustralia has implemented Oracle(r) Utilities Network Management System as its outage management solution. The new system allows EnergyAustralia to quickly identify, report on and resolve power outages, while providing accurate restoration status updates to customers.
EnergyAustralia is focused on enhancing responsiveness to more than 1.5 million customers throughout its 22,275 square kilometer electricity network that includes Sydney, Newcastle and rural areas. Oracle Utilities outage management solution enables the tracking of power outage information at the individual customer level - providing EnergyAustralia’s customer service representatives with enterprise-wide visibility into how an outage affects each consumer. This visibility allows EnergyAustralia to immediately identify power loss problem areas and communicate accurate outage and repair status information to customers.
“For more than a century, EnergyAustralia has been committed to providing the highest quality service to our business, public sector and residential customers,” said Lynton Jamieson, executive manager network customer operations, EnergyAustralia. “Oracle Utilities outage management solution helps us reduce power outage durations and provide superior responsiveness and communications during times of greatest customer need.”
The Oracle Utilities outage management solution is an integrated suite of real-time operations technology applications that integrate existing Customer Information Systems (CIS), geographic information systems (GIS) and other network management systems. The application suite provides increased visibility throughout EnergyAustralia’s network, enabling the company to better manage its transmission and distribution assets. Oracle Utilities outage management solution also provides EnergyAustralia with the real-time insight required to quickly make informed decisions regarding power outages and related service issues.
EnergyAustralia uses up-to-date electricity network system information to provide customers with detailed status information - like estimated service resolution times - before crews arrive onsite. Visibility into the scope of power transmission outages also enables EnergyAustralia to assign the appropriate response resources to identified outage areas.
“EnergyAustralia is continually focused on raising its customer service benchmarks and operational excellence, and Oracle is committed to partnering with EnergyAustralia to support its goals,” said Brett Roveda, vice president and general manager, Oracle Utilities, APAC. “Our outage management system is demonstrating value to EnergyAustralia by accelerating the resolution of service issues and providing the visibility to optimize its infrastructure, customer support and field response teams.”
Providing Seamless Implementation
EnergyAustralia, in conjunction with Oracle, implemented Oracle Utilities Network Management in June 2007. Prior to implementing the software, EnergyAustralia executed a series of trials to benchmark the performance of the system against the most savage of storms. During these trials, EnergyAustralia users were able to handle more than 7,000 customer calls per hour. The organization could automatically respond to an even greater number of calls through recognition of each customer’s related outage complaint and provision of up-to-the-minute information on estimated restoration times.
About Oracle Utilities
Oracle Utilities delivers the proven software applications that help utilities achieve competitive advantage, business performance excellence and a lower total cost of technology ownership. Oracle Utilities integrates industry-specific customer care and billing, network management, work and asset management, mobile workforce management and meter data management applications with the capabilities of Oracle’s industry-leading enterprise applications, business intelligence tools, middleware and database technologies. Oracle Utilities enables its customers to adapt more nimbly to market deregulation, meet ever-evolving customer demands, and deliver on commitments to environmental conservation. For more information, visit http://www.oracle.com/industries/utilities.
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