Restoring Power-Outage, Journey Improvement
PowerOutage | JourneyMap | CX | ServiceBlueprint
As a regulated utility, we have an obligation to keep the lights on for our customers, but there are times when power is interrupted. Storms, Wildfire, Flora & Fauna on power lines, Public inflicted damage, scheduled maintenance and similar other incidents may lead up to a power outage.
This project explores the service blueprint to execute a power restoration safely, timely and successfully with a satisfying customer experience and enhancing efficiency of the internal processes across different functions..
My Role
CX Strategist, Design Researcher, Facilitator
Targets
Senior Customers, Governments, Power Delivery team
Timeline
8 Months
Sept 2025 - Dec 2025
Org
Entergy
New Orleans, USA
Tools
Elements
Microsoft Suite, Lucid, Salesforce, Snowflake
Process mapping, Benchmarking, Ideation, Ops roadmap, Recommendation
The Challenge
How can we streamline power‑outage restoration while effectively supporting impacted customers?
Different functions across the organization works in parallel to restore the power for our customers. This process is a challenge because of lack of clear ownership, decision, data transparency, and other technological challenges. This leaves the impacted customers without further support and a terrible experience.
The Insights
Currently challenge stems from different functions operating with varying processes, creates complexity and is impacting the overall operational efficiency.
Reducing Operational Complexity
Teams currently rely on more than 10 separate Power BI dashboards to inform decisions. This fragmented approach is time consuming and underscores the need for a single, centralized portal that consolidates all relevant data
Lack of unified data
Provided restoration messages lack clarity on the cause of outage, causes confusion with the stated restoration time, ultimately leading to loss of trust with Entergy
Lack of Message Clarity & Trust
The Solution
Set of recommendations aimed at improving internal and external communications and optimizing end-to-end processes ranging from low-hanging fruits to 5 years plans and beyond
The Set of recommendations include
Integrated Outage communications hub - internal one stop tool
To build customer trust by providing a specific IRT range, use of AI to improve IRT/ ERT accuracy to 80% (from current 55%)
Personalized Communications with accurate restoration times and clarity on the outage cause
System enhancements - ADMS, AMI
The Impact
Financial
Reduces process and decison-making time - RIC (Restoration Investment Case process) and NOC (Network overview case) - saving O&M expenses
Reduces accidental/unnecessary truck-rolls, saving $1200 per incident
Social
Improved restoration time accuracy to 80% (first Quartile) for all customer, building trust
Accurate and empathetic communications across channels with cause codes, building confidence in customers
Strategic
Omni-dashboard - a single source of truth for all teams, enabling transparency, quicker decision-makingm and reporting
Implementing advance technology - AMI (Advanced Meter Infracture) and enhancing ADMS (Advanced Distribution Management System)
Process standardization reduces latency, providing accurate information to different functions and to the customer
The Process
Click below to understand my process
Process Flow
