Beyond the Call: Lakeland Power’s 24x7 Outage Communications Transformation
Nestled in Ontario’s cottage country, Lakeland Power is a small utility with big challenges. With a largely rural service territory, dense forests, and severe seasonal storms, loss of supply from the transmission utility is not uncommon, and outages often take longer to restore than in urban areas.
Lakeland Power has a well-deserved reputation for operational excellence, but its approach to outage communications was behind the times. The after-hours call centre was simply a message-taking service, unable to provide service updates or take actions, leaving customers with few options to keep informed. The model was unsustainable, and Lakeland and its customers demanded more.
That’s where PowerAssist came in. In a new case study, discover how Lakeland Power transformed its outage communications practice into a modern, 24x7, multi-channel service, helping the utility deliver the highest quality of customer service during outages.
Shaping the Future of Utilities - Meet us at DTECH 2025
Live and on location at DISTRIBUTECH 2025! Drop by booth #4241 or book a meeting with our experts to see how we’re helping utilities enhance outage communications, strengthen security, and navigate AMI 2.0. Explore live demos, discuss your challenges, and discover solutions tailored for your utility.
PowerAssistDo you offer your customers instant, efficient ways to report outages? Can they receive updates on their preferred communications channel? Take outage communications to the next level! Our digitally enhanced 24x7 outage communications contact centre gives your customers the information they need, when they need it. Plus, our team interfaces with your utility systems and follows your processes for a seamless integration.
SecureAssistSubstations and utility material yards are a perfect target for thieves – unstaffed and full of vehicles, tools, and materials. AI-enabled monitoring that engages an agent only upon a verified intrusion is a cost-effective security solution. Once the incident is detected, our agents manage it from start to finish, following your protocols to mitigate risks and protect your critical infrastructure.
AMI 2.0 Assessments With first generation AMI solutions nearing end-of-life, choosing the right path can be challenging. Stay with your provider or explore new options? What features align with your goals? Our experts simplify the decision-making process, helping you assess your options, evaluate technologies, and choose the right path forward.
Util-Assist was founded in 2005 to support Ontario utilities implementing the first generation of advanced metering infrastructure. What started as a small team with a big vision has grown over the past two decades into a trusted partner for electric, water, and gas utilities North America, delivering end-to-end consulting services and innovative managed services.
This winter, we are kicking off a year-long celebration of our twenty years in business. Our 20th-anniversary theme, Commitment, Collaboration, & Care, reflects the journey we’ve shared with our clients, partners, and staff:
Commitment to delivering excellence and simplifying solutions for our clients.
Collaboration with utilities and partners to achieve shared success.
Care for our staff, clients, and our communities.
Over the next twelve months, Util-Assist will be sharing memories, photos, and stories. Follow us on LinkedIn to be part of the celebration.
About Util-Assist
Util-Assist’s solutions merge technology with strategy to streamline processes, boost productivity, enable data-driven business decisions, and deliver enhanced customer experiences, transforming how utilities operate and deliver value to their customers. Driving digital innovation with professional services and managed services for electric, water, and gas, Util-Assist is shaping the utility of the future.
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