BGE Makes Outage Communications More Transparent with New Outage Tracker
Given the potential for severe weather, customers understand that power outages are inevitable. However, when BGE found customers were becoming increasingly frustrated with BGE’s lack of transparency around power restoration, the Outage Journey team began developing the BGE Outage Tracker, which translates complex operational information into minute-to-minute updates to reassure customers that the utility is working 24/7 to make necessary repairs as soon as possible. Attend this session to learn how BGE developed and launched a tracker that’s easily accessible through account holder and guest user validation on the web and the mobile app.
Matt Fiery – Product Owner, BGE
Matt is currently the Product Owner (Lead) for Exelon’s Outage Journey. He has spent the last 11 years as a BGE employee and held a variety of positions across the company, including leading Engineering, Process Improvement, IT Outage Reporting and Billing teams prior to his current role.