Improved Outage Management Systems in the Works
In order to provide even better customer service and communications during outages, PWP is currently in the process of upgrading our systems used to manage water and power service interruptions. The new and upgraded systems will improve our customers’ experience when reporting outages and enable PWP to provide more timely information to callers and the public. The new outage call handling features are live and ready to assist customers during an outage.
Approved by the City Council on April 8, 2013, this multi-year project includes the procurement of a new outage management system (OMS) and integrated interactive voice response (IVR) system, upgrades to our power distribution supervisory control and data acquisition (SCADA) system, improvements to our geographic information system (GIS).
As part of this upgrade, PWP is asking all customers to update their contact information, including home and mobile phone numbers that may be used during and outage. Updating these records will simplify reporting outages and improve PWP's ability to respond and provide better information.
Three Easy Ways to Update Your Contact Information:
Online through Account Access
By Mail - Print this form or return your bill insert
Call PWP's Customer Service Center at (626) 744-4005 during normal business hours
Want to sign-up for Citywide Emergency Communications?
Pasadena Local Emergency Alert System (PLEAS) helps you be a part of our community’s safety by keeping you informed during an emergency
While PWP’s OMS system is focused on water and power outages,the Pasadena Local Emergency Alert System, or PLEAS, uses both text and voice messages to keep residents and community members in Pasadena informed in case of emergencies that affect areas in which they live or work. With this information, residents and businesses can make arrangements to help ensure the safety of family members, employees, pets, and property in the event of fires, floods, earthquakes, or other types of disasters.
In the event of an emergency, residents and community members will receive a message with the latest information and safety instructions. PLEAS is programmed to know whether or not the message has been delivered to a person, recorded to voicemail, or was not delivered due to a telephone system error. The system will continue to attempt to deliver its message until the message is successfully delivered to a person, or until the message expires.
Click here for more information on PLEAS and to sign up to receive emergency communications
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