To our valued customers, More than 90,000 of you were directly impacted by the unexpected microburst that swept through our region last week. Coupled with the historic heat wave, this has been a challenging start to the summer season. Heavy winds knocked down trees and broke utility poles, causing more than 1,000 separate incidents with the most significant damage affecting customers in the north. Thank you for your patience and support as we worked around the clock to safely restore service to all. We know many of you lost power for several days in extreme heat. While this storm was out of our control, our limited communication with you about outage progress was not. We know that we can do better. We heard your feedback and want you to know we are committed to delivering a customer experience that provides timely and accurate communications to you in the moments it matters most. Our teams have been working diligently behind the scenes to bring you the best technology that will do just that. Unfortunately, this technology wasn't available during the last storm. However, we're ready to bring it to you this week. And you deserve it. With this update, you will have access to a new outage map that will provide consistent and accurate information regarding outages in your area, pinpointed by zip code, county, or community. You will also be able to view more precise estimated restoration times – the outage status will change as restoration efforts progress. We hope you will take advantage of a new personalized alert system, My Alerts, that provides options to receive updates about outages and restoration progress via text, phone call and/or email. To take advantage of this new service, it's crucial that we have your correct email address or cell phone number to reach you. You can log in to your account to make those updates: https://bit.ly/4cAU2hP. We know it is essential for DLC to provide exceptional service to all of our 600,000 customers in Allegheny and Beaver counties. Through ongoing investments we’ve made in our people, processes, and technology, we’ll be more prepared to respond when severe weather comes your way. We are confident that this modern technology will help us do that. Keep your plans because we are keeping our promise. Kristy Stone, Vice President and Chief Customer Officer Dan Farrah, Vice President and Chief Information Officer
Steve Wolfe
3mo
I believe that is what’s called, here in Oklahoma and Texas, as “Taking the Bull by the Horns!” Challenges arise they always will and that’s the one consistent thing in our space. The key is how you respond, and you did so quickly and decisively so you handled it with expedience and candor and I think that’s all you can do and continue to try to make them happy after all it’s because of them we do this. Well done Duquesne Light!!
GL "Pat" Ervin
3mo
Utility workers are the “salt of the earth.” Thank you for all you do!
Great Post. Tags needed
Craig Behr
2mo
Business done right! Identify a problem, Confront it and Correct it. #jobwelldone
MBA | PMP | Energy Analyst at Matanuska Electric Association, Inc.
3moI left DLC to come to Alaska. We have 10% of the customer base but nearly 300% of the social media, Facebook, following. Some of our most engaged posts are those that summarize when storm events are occurring and what the company is doing to restore power. I know there are, or used to be, communications people in the ops center during storms. It might be worth evaluating if some sort of social media post during storm situations is worthwhile to the customer base.