• Oracle today announced that The United Illuminating Company (UI), an electric transmission and distribution utility based in New Haven, Conn., recently implemented Oracle(r) Utilities Network Management System to automate and streamline its call-management process during power outages. UI is also using Oracle Fusion Middleware, Oracle Database and PeopleSoft Enterprise Financial Management
• UI worked with Oracle and Enspiria Solutions to implement the application, which has helped the company enhance its customer communications and improve restoration efficiency during outages.
• Prior to the Oracle implementation, UI relied on a call management process, which required dispatchers to manually diagnose outages and group calls associated with each outage. Now, when a customer calls to report a problem, UI's customer service representatives, having automatically received outage status information via the Oracle system, are better equipped to provide accurate and real-time perspectives on outages.
• UI also leveraged Oracle's integrated product suite for the utilities industry. For example, UI uses Oracle Utilities Mobile Workforce Management to automate its field operations via dispatch, scheduling and routing. The company will leverage this application with Oracle Utilities Network Management System to allow its dispatchers to rapidly alert troubleshooters and repair crews in the event of power outages and more accurately direct them to failed equipment. Oracle today announced that more than 16 utilities implemented and 17 utilities selected Oracle(r) Utilities Customer Care and Billing over the last year to help improve customer service, streamline billing processes and accelerate revenue collection.

Supporting Quotes

• "For more than a century, UI has prided itself on maintaining high customer service levels and responding quickly to outages even with unpredictable weather conditions here in New England. However, our previous outage management process was labor intensive with very little information actually available to customers regarding the status of their outage. The information provided via the Oracle system allows our customers to receive the most up-to-date information about their outage when either speaking to a live customer representative or via our company's Interactive Voice Response (IVR) system," said William Ostrum, manager of restoration, The United Illuminating Company.
• "Oracle is committed to providing the utilities industry with an integrated suite to speed implementation, optimize performance and maximize return on investment. We are pleased to have met UI's unique needs and to have provided the organization with comprehensive, integrated business applications that help it to better serve its customers," said Quentin Grady, senior vice president and general manager, Oracle Utilities.

Supporting Resources

• Oracle Utilities
• Oracle Utilities Network Management System

About Oracle Utilities
Oracle Utilities delivers the proven software applications that help utilities achieve competitive advantage, business performance excellence and a lower total cost of technology ownership. Oracle Utilities integrates industry-specific customer care and billing, network management, work and asset management, mobile workforce management and meter data management applications with the capabilities of Oracle's industry-leading enterprise applications, business intelligence tools, middleware and database technologies. Oracle Utilities enables its customers to adapt more nimbly to market deregulation, meet ever-evolving customer demands, and deliver on commitments to environmental conservation. For more information, visit http://www.oracle.com/industries/utilities.

About Oracle
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