From the Top
KEC Transitions to new After-Hours Dispatching and Outage Reporting
By CEO Tim Rodriguez
Your cooperative will soon change the after-hours dis- patching and outage reporting process. Before we explain the details, we want to assure our members that this decision was not entered into lightly, but with care to insure a high quality of customer service.
When Kay Electric experi- ences multiple outages, the phone lines quickly become congested. Our recently up- graded phone system will ac- cept more calls and also share a voice message related to a mass outage. We are also tak- ing advantage of modern tech- nology that allows our mem- bers more options to report an outage.
In a few days, October 6th to be precise, we will switch our after-hours dispatch service to Cooperative Response Center (CRC). KEC and CRC have been working diligently over the last two months to make sure the transition is seamless and beneficial to our members.
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As always, you will be able to report an outage by calling anytime at 1-800-535-1079 or 580-363-1260. Currently, we have over 1000 members signed up for Smarthub, which allows members to report an outage via the Smarthub App., available for your smartphone or tablet. After the move to CRC, our members will also be able to report their outages via text messaging. See the next page for details
As we all know very well, Mother Nature can strike at any time causing havoc with our distribution system and power reliability. As we strengthen our outage reporting system, we hope our members will take advantage of the resources available to report an outage caused by storms or any other reason.
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As we move forward with the change in after-hours dispatching services, we are asking a few favors of you. First, we need for you to know your account number and keep it handy, especially if you have multiple accounts. If you have a smart phone you can save it in the notes section. You can also write the account or account numbers on a note-card and carry it in your wallet, purse or place it on your refrigerator. Second, we need an updated phone number for you, prefer- ably your cell-phone number.
This will allow us to reach you at anytime if need be and also allow us to call you back in the instance of an outage to make sure your power is restored. Please give us a call during business hours and update your cell number or other good contact number. By doing these two things, we will be able to expedite the outage reporting process and allow us to contact you in case of an emergency. If you’re going to sign-up for tex- ting an outage, please call and share your cell number with our billing or marketing department. KEC has linemen on-call 24/7, 365 days a year. In the in- stance of a widespread outage, we call in additional crews to assist the on-call crew, expedit- ing the outage restoration. Your cooperative strategically plans system upgrades and has a very robust maintenance pro- gram to make sure electricity is reliable and safely delivered. When we do experience out- ages, please know that we are working quickly and safely to get your power restored. We look forward to the implementation of CRC after- hours dispatch services and the resources it offers to our members during outage peri- ods. Please give us a call if you have any questions regard- ing the new ways to report an outage.
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