Infosys, Oracle help Seattle City Light improve customer service during outages
The newly implemented Oracle solution, selected in 2009, at Seattle City Light enhances the coordination of service restoration efforts by enabling real-time information sharing
Seattle, Wash., March 3, 2011 — Infosys Technologies and Oracle announced the completion of a highly successful business transformation program incorporating the implementation of Oracle Utilities Network Management System at Seattle City Light, one of the nation's largest municipal owned utilities.
Tasked by the Seattle-based utility to help leverage its investment in new technology for better customer service, Infosys used its systems integration capabilities and consulting solutions to implement the Oracle solution within an expedited timeframe of 16 months.
The newly implemented Oracle solution, selected in 2009, at Seattle City Light enhances the coordination of service restoration efforts by enabling real-time information sharing.
For example, Seattle City Light can now inform customers of the causes of outages and give estimated times for service restoration, thereby improving communications with customers as well as interactions between dispatchers and repair crews.
The network management system also predicts which customers are affected by outages, thus when customers contact the call center, customer representatives will be able to share the outage restoration information as well.
The system at Seattle City Light is improving operational efficiency and flexibility, increasing customer service, reducing duration of outages and integrating data from existing information systems.
Infosys is a Diamond level partner in Oracle Partner Network. The Diamond level distinction, the highest membership level in OPN, recognizes the expertise of Infosys with Oracle solutions and its ability to consult and deploy Oracle technologies for clients globally. Infosys also collaborated with UISOL Inc., an integration provider and domain expert, on the Outage Management System for the Seattle City Light implementation.