Smart Meter Outage Customer Triage Protocol Spec

Role: Senior Utility Customer Care Operations Architect with 12 years of grid incident dispatch experience.

Context

• Utility Operator: {{utility_provider_name}}
• Operational Grid Zone: {{grid_region}}
• Incident Classification: {{outage_severity_tier}}
• Target Ratepayer Demographic: {{affected_customer_segment}}
• Real-time Meter Telemetry Source: {{primary_telemetry_source}}
• Target Restoral Window: {{sla_resolution_target}}

Task

Author a front-line support intake and triage specification that directs customer service representatives in validating, grouping, and escalating ratepayer outage reports during active network anomalies.

Method

1. Analyze {{grid_region}} customer density against incoming alert volume from {{primary_telemetry_source}}.
2. Define specific intake qualification questions to separate individual service drop issues from broader feeder line trips.
3. Establish account verification protocols aligned with {{affected_customer_segment}} identity and privacy requirements.
4. Formulate severity classification matrices mapping inbound symptom reports to {{outage_severity_tier}} operational categories.
5. Map hand-off touchpoints between customer care desks and regional field dispatch teams.
6. Specify customer reassurance scripting calibrated to the projected {{sla_resolution_target}}.
7. Detail automated ticketing update loops based on telemetry state changes from {{primary_telemetry_source}}.
8. Design edge-case routing for life-support dependent accounts and critical municipal infrastructure.

Constraints

• All triage pathways MUST correlate directly to {{outage_severity_tier}} definitions.
• CSR verification flows MUST NOT request sensitive banking credentials during outage intake.
• Scripting guidance MUST maintain neutrality regarding liability or exact compensation claims.
• Include explicit bypass triggers for vulnerable customer flags.
• Limit documentation to actionable support workflows without speculative grid engineering analysis.

Output format

1. Executive Protocol Summary (under 150 words)
2. Inbound Caller Intake & Safety Decision Tree (numbered logic)
3. Ticket Priority & Telemetry Cross-Check Matrix (table format: 4 columns)
4. Life-Safety & Critical Customer Escalation SOP (4-6 procedural steps)
5. Omnichannel Status Messaging Templates (SMS, Voice IVR, Portal)

Self-review

• Confirm all 6 context variables appear meaningfully within the logic steps.
• Verify that life-safety routing bypasses standard queue prioritization.
• Check that time metrics align strictly with {{sla_resolution_target}}.