In search of world class performance during fault situations

Northern Ireland Electricity (NIE) is implementing a major IT program to support and improve its business requirements. On 26^th December 1998 Northern Ireland experienced the worst storm in a generation; as a result of its impact-both in terms of damage to the electricity network infrastructure and public perception-the implementation of several projects within this overall IT program was accelerated. NIE are aware that customer expectations continue to rise. During fault conditions the provision of accurate, up-to-date information to customers is as important as actual fault repair. In early December 1999 NIE implemented a new Call Handling and Trouble Management System which will make significant improvements to the customer service it provides. This is the first step on its journey to achieving world class performance during faults