Yes 3.00 Report an Outage or Gas Leak Emergency 20 2 Residential customers » If you're calling about a power outage, downed wire, street light, or for any other power problem » To report an outage or get an outage update » To report an outage » Press 2 or say no Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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You want to contact your utility to report a power outage or a gas leak. Off Navigation 3 Overall, the outage info was prioritized by the IVR, and emergencies were directed to call 911, so it was an efficient experience overall. However, I think a few menu changes could be made to make the process more expedient. I think outage and emergencies could probably come before the menu to select if I'm a business or residential customer to save time. After you select outages on the main menu, the voice tells you that you're on the "Outage and Power Problems" menu. I think this could be pushed after the 911 messaging to also save some time. 210782 Functionality 2 I think the main menu could be tweaked a bit to include more information around emergencies or urgent issues. "Other power problems" is a bit ambiguous. Similarly, the directive to call 911 should include some examples. All it says is "if this is a life-threatening situation" and I think it could be clearer what issues are considered life-threatening. Don't know if a message telling people to leave their house would be helpful as well. Also, I was really annoyed that the IVR repeated a request for a ZIP code five times. I think the IVR should ask for different information or automatically redirect me to a representative after not entering that information after the second or third request. Oddly, after the fifth request, I was prompted with the same "to report an outage" menu and then asked if I knew the cause of the outage. I'm not sure why this was necessary. Maybe to direct me to the correct representative? If that's the case, I think the IVR should say that. 210782 Delivery 4 The voice is consistent and speaks at a good pace. It's pretty robotic and not very natural-sounding, though. 210782