Seattle City Light to improve customer service during outages with help from Infosys Technologies and Oracle


Seattle City, WA, U.S.A. — (METERING.COM) — March 4, 2011 – The completion of a successful business transformation program incorporating the implementation of Oracle Utilities Network Management System at Seattle City Light has been announced by Infosys Technologies and Oracle.

Tasked by the Seattle-based utility, one of the nation’s largest municipally owned, to help leverage its investment in new technology for better customer service, Infosys utilized its systems integration capabilities and consulting solutions to implement the Oracle solution within an expedited timeframe of 16 months.

The newly implemented Oracle solution, selected in 2009, at Seattle City Light enhances the coordination of service restoration efforts by enabling real time information sharing. For example, Seattle City Light can now inform customers of the causes of outages and give estimated times for service restoration, thereby improving communications with customers as well as interactions between dispatchers and repair crews. The network management system also predicts which customers are affected by outages, thus when customers contact the call center, customer representatives will be able to share the outage restoration information as well.

The system at Seattle City Light is improving operational efficiency and flexibility, increasing customer service, reducing duration of outages and integrating data from existing information systems.

“Our investment in technology has helped us better inform our customers and equip our operations personnel to improve overall customer service, especially during storm season,” said Kelly Enright, director of Customer Service and Executive Sponsor, Seattle City Light. “The implementation of the Oracle system was smoothly expedited from a timeframe perspective while working with Infosys on change management activities to ensure success of the overall project.”

Infosys is a Diamond level partner in Oracle Partner Network (OPN).