GUC is preparing to launch a text notification system that will inform customers about power outages around the clock. The goals are to provide an excellent service to our customers and reduce the number of calls coming into the Call Center and Control Room during times of major outages. 

The messages will include an initial alert soon after the system indicates an outage that affects the customer, a link to the outage map and estimated restoration times, a follow-up alert when crews have arrived at the affected service area, and a final message indicating power has been restored.  

“We believe these texts will be very helpful to our customers, especially in the rare case of a large outage,” said John Worrell, Director of Electric Systems. “The text system will analyze data in our outage response system (Responder), as well as calls we get into our Emergency Hotline , and automatically notify customers who are likely without power. It will also let them know when crews are on site and when power has been restored.” 

These messages will not ask for personal information. They will simply let customers know about outages that may affect them and point to our online outage map for those who want to know the estimated time of restoration once crews arrive. This is not a system where customers can report outages - that can be done through the online outage map or by calling the Emergency Hotline at 1-855-SOS-2-GUC (1-855-767-2482). 

How does this work? 
Customers who have included their cell phone number on their GUC account will automatically be enrolled in the system and can easily opt out. We are asking all customers to make sure their cell number is listed on their account by going to guc.com, login to Your Account, and update the information under User Profile. They can also use the online chat or call 252-752-7166 during regular business hours to update their contact information or opt out. 

Kyle Brown and Russ Carson (Electric), Todd Cannon, Aaron Johnson, Max Wu, Courtney Basile, and Nelson Bansah (IT), Scott Mullis and Colleen Sicley (Customer Relations), and Steve Hawley (Public Information) have been working on this project to keep customers informed. 

The service is scheduled to begin in early September. All customers with their cell phone numbers on their account will receive an initial message letting them know the service is active and letting them know how to opt out if they choose. There is no charge from GUC for the service, however data charges from their cellular provider may apply. 

GUC currently provides text notifications as an option for customers who manage their accounts online as well as for notice of gas connection appointments.