Puget Sound Energy (PSE) provides electricity to 1.1 million and natural gas to 750,000 customers – including the headquarters of Boeing, Microsoft and Starbucks – in the northwest United States. Managing a network comprising over 20,000 miles of power lines and 12,000 miles of gas mains, PSE wanted to improve customer service and improve power-restoration times. To do this, it needed a geographic information system to record, locate and track all electricity and gas assets in the network, and a digital outage management system to locate faults and support faster restoration.
Putting together a team with experience across operations and IT, we worked with PSE to deliver the right business solution. To ensure the system met PSE’s needs, we developed an innovative ‘storyline’ approach showing how it would support different business-group priorities. Delivered on time and within budget, the solution enables PSE to send servicemen directly to the location of the fault and to then inform its customers automatically through digital channels. The outcome is reduced power restoration times and an improved customer outage experience across PSE’s service area.