KEY THEME 3: MODERN AND THOUGHTFUL CUSTOMER SERVICE
3C) REAL-TIME NOTIFICATION OF DETAILS AND LOCATIONS OF FAULTS AND OUTAGES - THROUGH AUTOMATED SMS NOTIFICATIONS
About this project
Our engagement showed that customers place a much higher value on timely information about faults and interruptions affecting them than on operational response times. We therefore committed to improving the distribution of SMS notifications during service interruptions and incidents to benefit our customers.
What we have done so far
For a number of years we have been actively updating our customer mobile number database and sending SMS for service interuptions. Formal protocols and procedures have been developed and staff have been trained on how and when to send SMS. We have also developed an online mapping tool which shows customers where planned interruptions and maintenance works will be occurring.
We are working hard towards our target of sending SMS for 100% of service interruptions and continuing to grow the customer number database to ensure messages are reaching as many customers as possible.
Download PDF Information Sheet here