Effective outage management is essential for utility operations, requiring a coordinated framework that integrates multiple capabilities across diverse domains. Modern Grid Solutions has created an Outage Management Operating Model that provides a structured approach to handling both routine outages and large-scale emergencies by aligning system operations, customer services, asset management, and work and resource management.
Understanding the Model
The figure below illustrates the Outage Management Operating Model developed by Modern Grid Solutions. It offers a comprehensive view of how outage management capabilities interact. At its core, the model consists of interconnected capabilities that drive efficient response and resolution efforts. These capabilities – represented by rectangular boxes – integrate three fundamental components: people, process, and technology. These components span multiple domains, including System Operations (Control Center), Customer Services, Asset Management and Modeling, and Work and Resource Management, ensuring a comprehensive approach to both routine outages and large-scale emergencies.
Note: Neither the figure above nor the following description is intended to be exhaustive. Given the variation in utility operations, capturing every unique approach is impractical, as each utility configures its OMS differently based on specific needs and requirements.
Key Components of the Model
System Operations (Control Center)
The control center serves as the hub – some call it the nerve center – for monitoring and managing outages. Operators utilize sophisticated systems to detect service disruptions, assess severity, and dispatch appropriate resources. During an outage, its primary role is to maintain situational awareness, coordinate restoration efforts, and optimize resource deployment. The Control Center also acts as a central communication point for both internal teams and external stakeholders. It relays outage information to customer service representatives, allowing utilities to provide real-time updates to affected customers. In large-scale emergencies, the Control Center collaborates with emergency management teams and external agencies to facilitate broader response efforts.
Control Center Key Functions during Outages:
Receive and Process Outage Information: Gather all outage-related data and determine the initial response actions. Automated processes, such as Fault Location, Isolation, and Service Restoration (FLISR), stabilize the grid where possible.
Manage Initial Outage Response: If needed, send field personnel to access the damage when additional information is needed.
Oversee Outage Restoration and Response: Direct repair crews, manage restoration efforts, and calculate Estimated Time to Restore (ETR) to keep customers informed.
Manage Clearances, Switching Orders, and Remote Switching: Ensure grid safety by de-energizing sections for field crews, executing necessary repairs, and systematically restoring power to affected areas.
Coordinate Emergency Response: Collaborate with external entities such as city governments, police, and fire departments during large-scale emergencies to accelerate recovery efforts.
Close Out Restoration Work: Restore power to customers, return the grid to normal operating conditions, and update utility models as needed.
Communicate and Coordinate with External Entities: Maintain continuous communication with external partners to provide accurate outage information and ensure alignment across all response efforts.
While the Control Center plays a crucial role in outage management, it also oversees key system operations capabilities that support broader utility functions. These capabilities ensure that daily operations run smoothly, enabling utilities to proactively manage the grid and optimize performance. They function seamlessly in outage response efforts, ensuring a comprehensive approach to system operations within the Control Center.
Customer Services
A seamless customer service operation ensures timely communication with affected individuals. Customer representatives rely on outage reporting tools to provide real-time updates and manage inquiries.
Asset Management and Modeling
Maintaining an up-to-date utility network model allows organizations to predict, prevent, and respond effectively to outages. This component involves integrating geospatial and asset data for accurate system performance analysis.
Work and Resource Management
Deploying repair teams efficiently is vital for rapid outage resolution. Work management systems enable utilities to assign, track, and optimize field operations based on outage severity and resource availability.
Extending Beyond the Control Center
Not all outage management functions reside within core operational teams. Emergency management and external communications require coordination with different organizations, ensuring broader situational awareness and response efficiency. While utilities tailor their outage management strategies to their specific needs, the foundational components of the operating model remain consistent in supporting effective service restoration.
Additional Benefits of the Model
Beyond its foundational structure, the Outage Management Operating Model offers several key advantages that enhance utility operations, from improving customer communication to optimizing resource deployment during emergencies.
Scalability for Large-Scale Emergencies: This model isn’t just about routine outages; it provides a framework for scaling operations during major events like severe storms or widespread grid failures. The integration of emergency management and external communications ensures utilities can respond quickly and effectively.
Data-Driven Decision Making: Utilities rely on accurate, timely information to prioritize restoration efforts. By integrating real-time data from system operations, customer service reports, and asset modeling, this model supports informed decision-making that reduces downtime.
Cross-Department Collaboration: Outage management requires seamless coordination between multiple teams, from field crews to customer service representatives. The model fosters collaboration by ensuring that each function is interconnected and operates with shared situational awareness.
Improved Customer Experience: Proactive communication during outages is essential for maintaining customer trust. This model enables utilities to provide real-time updates, manage expectations, and engage with affected customers more effectively.
Adaptability to Utility-Specific Needs: Not all utilities operate the same way, and this model acknowledges that. It provides a foundational framework while allowing each organization to tailor its outage management processes based on unique operational requirements.
Why This Model Matters
Managing outages effectively isn’t just about restoring power—it’s about safeguarding communities, maintaining trust, and ensuring operational excellence. Our Outage Management Operating Model integrates people, processes, and technology across multiple domains, creating a seamless and dynamic framework that empowers utilities to respond with precision and speed. Its adaptability strengthens resilience, enhances customer communication, and optimizes restoration efforts, helping utilities keep the lights on when it matters most.