By Ike Pigott
When big storms strike, life can come to a screeching halt. Our modern everyday habits and routines are rooted in electricity – and when power is gone, options become limited. A utility that streamlines the restoration process gets business back to normal more swiftly, enhancing the lives of its customers and its own bottom line.
While Alabama customers are familiar with the many kinds of weather that can cause issues, no part of the nation is immune. After a once-in-a-generation storm hit the Northeast in 2012, many power companies seized the opportunity to share best practices and procedures for storm restoration, through the Association of Edison Illuminating Companies (AEIC.)
“Power companies are a little different than other industries,” said Danny Glover, Alabama Power’s vice president of Distribution. “Because so few of us directly compete with others, we can be more open in sharing the ideas that improve our work. When we all do well and have good reputations, it improves the standing of the industry.”
This week, representative of more than 20 AEIC member utilities met in Birmingham to discuss lessons learned from 2014 storms in New York, Georgia and Texas. They also looked at emerging technologies, such as unmanned aerial devices, which could improve inspections between storms and reduce costs. Other discussions focused on best practices in communicating with customers and the media during big events.
“Customer expectations have really ramped up,” said Don Boyd, who manages Alabama Power’s storm center. “They don’t just compare us to us, or to who we used to be. They compare us with brands they do business with every day, so we want to get better in how we serve and how we communicate that.”
No company can take advantage of every suggestion, but the process of sharing and focus on improvement should reap benefits across an entire industry that is not just standing still.
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