JCP&L rolls out new outage reporting system for web, mobile phones

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Not user-friendly. Inflexible. Clunky.

On Wednesday that’s how Jersey Central Power & Light described its online system for reporting outages.

It’s old system, that is.

Pilloried last year for its response to Tropical Storm Irene and the October Nor-easter, JCP&L has rolled out a new online platform intended to give more accurate and timely outage information to customers on computers, iPads and mobile phones.

Tricia Ingraham of JCP&L demonstrates new online outage reporting system on her iPad. Photo by Kevin Coughlin
Tricia Ingraham of JCP&L demonstrates new online outage reporting system on her iPad. Photo by Kevin Coughlin

“JCP&L heard the concerns of customers, and we responded,” Dennis O’Boyle, vice president for external affairs, told a press briefing at the utility’s Morris Township headquarters.

The site, redesigned by iFactor Consulting, strives to improve upon the old color-coded outage maps by adding pop-up windows to explain the problem and, in some cases, estimate when power should be restored.

Many customers complained last year that they were unable to access JCP&L’s website because their home computers had no electricity during the outages.  So the system was tweaked to perform better on smartphones, said spokeswoman Tricia Ingraham.

And the information now resides in “the cloud”–on Amazon.com servers–so it will remain accessible if power failures knock out Jersey Central’s local computer servers, she said.

JCP&L new outage reporting site

Report outage by phone: 1-888-544-4877 (1-888-LIGHTSS).

The new system also tries to simplify reporting of outages by customers. That’s crucial, Dennis said, because no New Jersey utility has the technology to remotely track outages.

“If people do not notify us, we don’t know they’re out of power,” said Dennis. As people alert JCP&L, the company’s predictive software can estimate outage patterns, he said.

Outages can be reported online and by calling 1-888-544-4877 (1-888-LIGHTSS).

Installing automated tracking technology for 1.1 million customers “would have an impact on rates… It’s not as simple or straightforward as folks would think,” he said.

Tricia said future online improvements may include:

  • Text- and email notifications to customers, possibly later this year.
  • More detailed descriptions of power restoration efforts.
  • Interactive reporting of street light outages.
  • Outage maps that can be exported and embedded on town websites.
  • Views of outages on a neighborhood level, not just a town level.

Morristown customers lost power for days after Tropical Storm Irene because the Whippany River flooded a substation on Ridgedale Avenue. Debris in the river was blamed for that mishap. Dennis said JCP&L and the town will monitor the river closely during future storms to prevent history from repeating itself.

A spokesman also said JCP&L has been making progress addressing issues identified by an investigator hired by state regulators to study recurring problems with Morristown’s underground electrical network.

But the utility had nothing new to report about what caused a May 2010 explosion at the Morristown & Township Library. As the library prepares for next month’s celebration of its recently reopened 1917 wing–badly damaged in the blast–an insurance company continues its investigation.

“Our equipment was not involved in the event at the library,” Dennis said.

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2 COMMENTS

  1. We need to have quicker response from JCP&L . Kent Place Blvd. has not been touched since the storm began. Road is a major artery and has been blocked. We who live on the street have gotten no indication when our power will be restored and what is being done to accomplish this. Is there a schedule as to when work is going to be done? Why aren’ we being told? We are very frustrated.

  2. JCP&L needs to start maintaining their infrstructure properly. The power grid has become so unreliable that more businesses, and residents, are instralling diesel or gas generators. This is not good for the environment or our economy. Unreliable power can drive busnesses to relocate.

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