Case Study: City of Kirkwood streamlines outage response with Daupler

How the city of Kirkwood, MO streamlined their operations by replacing police dispatch with a Response Management System

The City of Kirkwood, an electric service provider serving about 10,000 meters in a western suburb of St. Louis, needed a better way to handle outage-related customer communications. During and after the pandemic, call volumes rose and the utility was relying on the police department’s 911 call center for after-hours reports, which was inefficient, strained emergency lines, and made it hard for staff to capture and organize outage details quickly.

To solve this, the City of Kirkwood implemented Daupler’s Response Management System to manage outage calls, web reports, automated callouts, and customer updates. Daupler helped the utility group similar incidents, geotag photos, dispatch the right crews based on union and overtime rules, and reduce manual documentation. The result was faster response times, shorter outage investigations, reduced unnecessary overtime, improved communication, and better customer satisfaction.

City of Kirkwood

Mark Petty

Director