Utility emergency response is undergoing a transformation. What once felt like seasonal challenges has evolved into a year-round reality. Severe weather is striking more often, infrastructure is aging and customer expectations for immediate restoration continue to rise.
A recent Climate Central analysis of U.S. Energy Information Administration data found that major outages caused by severe weather have increased 67% over the past decade. That statistic captures what many in the industry already feel: reliability is under pressure from every direction.
At the same time, utilities are working through grid modernization, distributed energy resources and a changing workforce. The result is an environment that demands speed, precision and cross-functional coordination unlike anything the sector has experienced before.
So how are utilities adapting? At the recent ARCOS EMPOWER Virtual Summit, utility industry leaders discussed the strategies reshaping how they plan, communicate and execute in the field.Â
Process Before Platform
Utilities are no strangers to complex systems. Yet when technology is introduced into a process that isn’t clearly defined, it often amplifies confusion rather than solving it. Technology magnifies what already exists. If a process is strong and well-understood, technology makes it faster and more reliable. If it’s fragmented, the flaws multiply.
Before evaluating new tools, utilities should map how information flows during an event. Where are the bottlenecks? Who makes which decisions—and when? By clarifying these foundations first, organizations can ensure that technology becomes an accelerator rather than a distraction.
Communication as a Cornerstone
Every emergency event is a reminder that communication is as critical as restoration itself. Yet, it’s one of the hardest things to get right, especially when hundreds of employees are mobilized under pressure.
Even well-intentioned rollouts can go sideways when roles and responsibilities aren’t communicated clearly. Effective communication must be built into every stage of a utility’s transformation, from pilot programs to full deployment. That means using consistent language, sharing updates often and making sure every stakeholder, from IT to field crews, understands not just what to do, but why.
The Human Side of Digital Transformation
Technology adoption in the utility sector isn’t just about new systems—it’s about guiding people through change. And that’s becoming more complex as the workforce evolves.
According to Deloitte’s 2025 Power and Utilities Industry Outlook, more than half of today’s utility workforce has less than 10 years of experience. Many new line workers are digitally fluent but still building institutional knowledge, while seasoned employees bring deep field experience but may be less comfortable with new apps or data workflows.
Successful utilities are finding balance by combining structured change management with flexibility. They involve field users early, solicit feedback frequently, and refine solutions based on real-world conditions. This approach fosters ownership—and ensures new tools actually enhance work rather than disrupt it.
Break Down Silos to Build Speed
Emergency response has traditionally lived in departmental silos: IT managed systems, operations managed crews and customer service managed expectations. But when storms hit, those boundaries blur instantly.
Leading utilities are now connecting these domains through integrated response frameworks that merge data, communication and accountability. The Edison Electric Institute has long emphasized coordination in mutual-assistance efforts; the same principle applies internally. When IT and operations share a single source of truth, decisions happen faster and field execution becomes safer and more predictable.
Many utilities benefit from having “translators”—individuals who understand and can bridge both the technical and operational perspectives. These roles are helping utilities create response systems that are intuitive, scalable and aligned with the realities of fieldwork.
Building the Foundation for the Future
The future of resilience depends on how effectively utilities connect people, processes and technology into a cohesive ecosystem. The lessons emerging from utilities like Duke Energy and FirstEnergy point toward a simple but powerful formula:
Define before you digitize. Start with clear workflows and desired outcomes.
Communicate deliberately. Every stakeholder, from IT to the field, needs consistent context.
Empower change through inclusion. Involve end users early to ensure buy-in and success.
Bridge silos. Encourage collaboration between technical and operational teams.
Utilities can’t control the weather, but they can control how they respond. By focusing on process clarity, communication and collaboration, leaders can transform not just how they restore power, but how they build resilience into every aspect of their organization. To view the EMPOWER Summit Sessions, visit https://www.arcos-inc.com/resources/webinars/empower-virtual-summit/.