LeT Systems : eRespond Outage

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Fully Integrated Outage and Event
Management Module

Modern Utility companies are employing the latest advances in technology to provide their customers with the level of service they demand. Using LeT Systems eRespond:Outage software, utilities can now concentrate on proactively managing all aspects of the outage/event management process. eRespond:Outage is a functionally rich, modular solution to the outage and event management requirements of utility distribution companies. The system allows users to effectively manage the planned and unplanned outage/event identification and restoration process and provide timely and relevant information to all stakeholders.

LeT Systems’ solutions have a long history of successful operation in the highly de-regulated and competitive utility operating environment across the globe. Our solution has been developed in response to successive user requirements over several years and addresses all of the functional requirements of an Outage/Event Management System for any distribution utility.

eRespond:Outage comprises the following core features:

Features

Summary overview of all events filterable by specific criteria
Manual creation of events
HV, MV and LV events managed
Single customer events
Event identification in the absence of SCADA information
Automatic aggregation of information to prevent information overload for the operator
Simple and graphical presentation of information aggregated into the event
Manual intervention to group and ungroup events
Spatial and tree viewing of events
Accurate CML (Customer Minutes Lost) recording
Outage reporting

Planned Outage Management

Planned Maintenance work is the main reason for network interruptions for most utilities. Effective management of the planned outage is critical to maintaining positive customer relationships.

This is a sophisticated module that allows engineers to schedule network plant interruptions or outages. The outages are automatically generated in eRespond:Outage when the ‘planned’ time arrives. The module is also used to handle potential Guaranteed Standard failures as customers ring in during the outage.

The planned outages module will permit the user to:

Plan, organise, schedule and manage outages
Perform what-if analysis and decision support
Notify customer of planned outages in advance
Tracking of calls from customers who claim they were not notified
Tracking of planned outage milestones
Planned outage reporting ensure adherence to guaranteed standards

Outage/Event Identification & Management

Through information from Trouble Calls, SCADA and the Network Model, eRespond:Outage identifies the most likely location of the outage/event. The application will infer outages and associate/group all information for that outage, allowing the operator to manage the event with a minimum of manual intervention.

Event Management Screen

Inferencing

Using its advanced fault inferencing tool, outages can be quickly and accurately pinpointed. The output at any given time is an intelligence-based decision on where the fault exists in the network. The algorithms used are robust and also have the following capabilities:

Locating multiple faults to explain observed outages
Tolerating unreliable observations regarding the state of the network
Ability to utilise historical data in the decision-making process

IVR Integration

Using IVR (interactive voice response) customers can be kept informed with an emphasis on achieving minimal disruption. Available resources can be readily identified and efficiently deployed. The two important issues to be addressed are how to minimise the outage restoration time and keep the customer updated on the outage status. eRespond:Outage addresses the restoration time by seamlessly integrating with the work management module. It also automatically calculates estimated time of restoration (ETR) based on the manual input from control staff or field engineers. These ETRs can be fed into the customer IVR system for future inbound outage calls.

Reports and Statistics

eRespond:Outage produces numerous reports and statistics through its powerful report generator. A full and detailed history of each individual job can be retrieved from the archive. This is often required when, for example, a Guaranteed Standard claim has been made, or a complaint has been received from a customer. These reports are essential for estimating staffing requirements and controlling productivity.

Guaranteed Standards

This functionality is invaluable where attainment of guaranteed standards or performance targets are concerned. The system automatically generates a short-list of all jobs in danger of failing the performance target. The list is based on the priority of the job.

Standardised Approach

A standardised and process oriented approach ensures service levels are achieved and regulatory targets met.

Technical Overview

eRespond is an object-oriented, Internet and middleware based system. It is written in Java and works with J2EE compliant application servers. eRespond utilizes XML, JMS and Web Services for seamless integration with all modern open systems.

Fully Integrated Outage and Event Management Module