Case Study: Central Hudson Gas & Electric cuts emergency response time with ARCOS automated callout and resource management

Automated Callout Helps Cut Response Time

Central Hudson Gas & Electric, a utility serving about 370,000 gas and electric customers across New York, needed to get workers to emergency sites within a roughly 20-minute response window while dealing with a diverse service territory, declining headcount, and growing workload. To improve emergency dispatch and overtime management, the company turned to ARCOS and its automated callout and resource management software.

ARCOS implemented the ARCOS Callout and Scheduling Suite to automatically identify available crews, place calls, track responses, manage schedules, and apply complex union work rules. The solution helped Central Hudson consistently meet or come very close to its target response times, with average response time 6% lower in 2009 than in 2004 despite a smaller response team, and some years even beating the corporate target by several minutes.

Central Hudson Gas & Electric