2019-152 Electrical Outage Texting NotificationsDate: August 2, 2019 Report No. 2019-152
INFORMAL STAFF REPORT TO MAYOR AND CITY COUNCIL
SUBJECT: DME will be rolling out a new customer notification platform on August 5, 2019. The TextPower platform will be integrated with the IVR system and will automatically send electric outage notifications via text message to affected citizens who are enrolled in the program.
BACKGROUND: In an effort to provide better customer service to the citizens of Denton, DME will begin to utilize
text messages to disseminate outage information to affected residents. The new platform will be
in addition to current methods that are employed by DME. Why utilize texting:
•New Braunfels Utilities showed a 50% decrease in incoming calls during outages afterimplementing the TextPower platform
•Texting reaches customers immediately wherever they happen to be
•Utility consumers choose text or email over phone calls 80% of the time
•Studies show that text messages are opened 95% of the time within 3 to 4 minutes
How it works:
•Integrates with DME’s OMS Responder application for alerts of outages
•Integrates with IVR for 24x7 notification of critical information
•Two way communication with customers, notification of outages, sends only the those affected, allows customers to check the status of outages without human intervention, allows customers to report outages via text
•Customers have the ability to opt out of the program at any time by replying ‘QUIT’ or
'STOP' to a received text
DME has compiled all of the cell phone numbers that were available in the City’s customer information system. Those residents will receive a text on 8-5-2019, introducing the service and
providing the option to opt out of the service. In the upcoming months, Customer Service will
provide signup information in the utility bills, as well as attempting to update customer’s accounts with current cell phone numbers when they call in. Additional methods will be implemented in the upcoming months to ensure that all citizens have the option to sign up for this service.
CONCLUSION:
Date: August 2, 2019 Report No. 2019-152
The texting platform will provide up to date information to customers, during outages. The intent is to provide reasonable expectations for service restoration to the citizens of Denton during an outage.
STAFF CONTACT: Chris Lutrick
(940) 349-7152 Chris.lutrick@cityofdenton.com REQUESTOR: Staff generated
PARTICIPATING DEPARTMENTS: DME STAFF TIME TO COMPLETE REPORT: 1 hour