The CWLP Electric Division maintains a modern Dispatch Center which is staffed by dispatching and operations personnel 24 hours a day.

Dispatching operations are aided by a Supervisory Control and Data Acquisition (SCADA) System. SCADA continuously monitors load conditions on CWLP's electric grid and keeps track of any status changes. The SCADA system is fully operational on the transmission network.

While SCADA systems are not typically applied to distribution networks, CWLP has added control points to all the utility's remote terminal units, allowing SCADA to operate on the distribution network, as well. This approach provides greater control over the City's electric grid and improves customer service by reducing the duration of power outages.

When an outage or other service problem occurs, it is the Dispatch Center that is responsible for taking customer calls, pinpointing the source of the problem and dispatching the appropriate personnel and equipment to fix it.

The Dispatch Center has an integrated voice response (IVR) telephone system and outage management system (OMS), which, working in tandem with the utility's customer information system (CIS), make it easier for customers to report or receive information about service problems. The IVR/OMS systems also reduce the chance that customers will receive a busy signal when they call to report a problem. The overall benefit provided by these systems is reduced outage times and improved service reliability.

Customers who are experiencing an outage or other electric service problem should contact the Dispatch Center's electric emergency number: (217) 789-2121.

For more information about how CWLP handles electric service outages, about CWLP's electric transmission and distribution system, or about the CWLP Electric Division in general, select the appropriate topics or subtopics listed in the left-hand column of this page.

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Last update: 05/20/10