Utility Customer Domain

Overview#

The Utility Customer domain manages utility customer accounts, customer-submitted outage reports, and estimated time of restoration (ETR) predictions. Customers are linked to utility infrastructure to enable customer impact analysis during outages, with special tracking for critical facilities and life-support customers who require priority service restoration.

Key Features#

• Customer Account Management - Maintain comprehensive customer records including account information, service location, contact details, customer type classification, and service point tracking.

• Customer Type Classification - Categorize customers as residential, commercial, industrial, or government to support differentiated service levels and impact analysis.

• Critical Facility Flagging - Flag critical facilities and life-support customers with priority tier assignments (1-5) to ensure they receive prioritized attention during outages and service disruptions.

• Infrastructure Linking - Connect customer accounts to their serving infrastructure (transformers, feeders, pressure zones) to enable rapid identification of affected customers during infrastructure events.

• Customer Impact Analysis - Aggregate affected customer counts by type for specific infrastructure elements, providing instant visibility into the scope and composition of customer impact during outages.

• Outage Report Tracking - Accept and track customer-submitted outage reports with status management to capture ground-truth outage information from the customer perspective.

• ETR Predictions - Record and track estimated time of restoration predictions with confidence scoring and prediction error tracking to improve forecast accuracy over time.

• Smart Meter Integration - Track smart meter enablement status per customer to identify accounts that can provide real-time outage and restoration confirmation.

• Customer Search - Search across customer name, account number, and service address for quick account lookup during customer interactions.

Use Cases#

• Outage Impact Assessment - Quickly determine how many and what types of customers are affected by an infrastructure failure for accurate situation reporting and resource prioritization.

• Priority Restoration - Identify critical facilities and life-support customers in an outage area to guide restoration sequencing decisions.

• Customer Communication - Use ETR predictions and outage status information to provide accurate updates to affected customers.

• Service Planning - Analyze customer distribution and types across infrastructure elements to support capacity planning and infrastructure investment decisions.

Integration#

The Utility Customer domain connects with utility operations across the platform:

• Utility Infrastructure - Customer accounts link to serving infrastructure assets
• Work Order Management - Customer information provides context for work orders
• Outage Management - Customer outage reports contribute to outage detection
• SLA Tracking - Customer priority tiers influence SLA targets and monitoring

Last Reviewed: 2026-02-24