In the fall of 2014 I helped lead a Business Improvement Team that looked at the way Alagasco responds to customer outages.  Through the efforts of the team we were able to make several improvements:

• Moved from paper to digital recording of data
• Created automatic updates to customers:
  • Phone calls
  • E-mails
  • Text Messages
  • Awareness through internal IVR
  • Awareness on internal and external web applications
• Created a real time map of the process in action
• Started tracking and implementing further improvements based on newly acquired data

Top Picture (Example of automatic alerts set on accounts for impacted customers) Bottom Picture (Example of live map showing outage in process)

Top Picture (Previous way data was collected by hand in the field)  Bottom Picture (New way in which data is collected electronically by the mechanic in the field)