Best Practices – Outage Communications – ETR Improvements – LG&E and KU – 2018
In 2015, LG&E and KU undertook a long-term project to transform the ETR process. The continuing effort has increased efficiencies around ETRs, ultimately delivering an improved customer experience during outages. Through technology, data analytics and process changes, the initiative focused on promoting distribution operations awareness on the importance of ETR establishment and accuracy as well as cause identification. LG&E and KU took home Chartwell’s 2018 Bronze Award in Outage Communications among large utilities for its efforts, which have improved outage communications as well as power quality and reliability CSAT scores.