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Customer and community engagement system

Customer and community engagement, facilitated through the self-service mapping, analysis, and sharing system pattern, plays a crucial ancillary role in utility network information management by providing a mechanism for utilities to interact with customers, stakeholders, and the broader community. As utilities modernize their infrastructure and integrate advanced GIS capabilities, transparent communication and self-service options become essential capabilities for operational efficiency and customer satisfaction.

By their nature, utilities need to engage with the communities they serve. This engagement may take the form of project tracking dashboards intended to inform stakeholders about ongoing modernization efforts, weather-driven alerts such as unseasonably low temperatures, or solving localized problems through the analysis of information presented via authoritative applications. The ability to support enterprise application hosting and management augments the capability for a diverse set of personas to discover and utilize geographic data to improve their decision-making.

Utilities serve a wide range of stakeholders, including customers, government agencies, and emergency response teams. The self-service mapping, analysis, and sharing system pattern enables organizations to share necessary network information, outage updates, and service plans in a secure, flexible manner. Key capabilities include:

  • Improve customer trust and satisfaction by offering self-service portals that allow customers to view outage maps, service availability, and planned maintenance schedules.
  • Real-time updates on infrastructure projects, enabling proactive communication with communities regarding service disruptions and improvements
  • Crowd-sourced reporting tools, allowing customers to report service issues such as leaks, power outages, or infrastructure damage
  • Integration with customer service platforms, providing support teams with accurate network data to assist customers effectively

Learn more about the ArcGIS system patterns that enable customer and community engagement systems:

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