CL&P discovered the critical elements of effective outage response. Connecticut Light and Power (CL&P) was able to achieve significant improvement in outage response, as measured by CAIDI (Customer Average Interruption Duration Index), by shifting from solving technical problems to coordinating responses to outage events more effectively. The insight that improvement had to be "event-driven" rather than "cause-driven" set the utility on a path to discover the critical elements of effective outage response.
Published in Electric Light and Power
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