Over the past few months, Florida has endured some of its hardest days, as Hurricanes Helene and Milton tore through communities, leaving homes battered, power lines down, and countless lives turned upside down. In times like these, resilience is found in knowing there’s a trusted partner by your side. Tampa Electric understood exactly what was at stake, taking proactive measures to support their community when it mattered the most.
Through a long-standing partnership with Avertra, Tampa Electric has leveraged the power of the MiCustomer Digital Experience Platform (DXP) to deliver a resilient outage map, capable of supporting over 94,000 concurrent users. Built around three pillars of support—Clarity, Connection, and Comfort, this map quickly became a essential resource for Floridians as they navigated a challenging storm season.
Clarity in the chaos
In the heart of crisis, looking for answers becomes a lifeline, where every bit of information offers a glimmer of hope and helps light the way forward. For Floridians, the outage map provided a reliable guide through the unknown by providing live updates every five minutes and delivering real-time details on outage status and affected areas. These much-needed answers enabled individuals to monitor what was happening in their neighborhoods and gain a clearer picture of the conditions they might be facing, whether a minor outage or something more severe.
For those who had to evacuate, restoration timelines became a source of comfort, giving them a sense of progress. During Hurricane Milton, countless individuals across 102 countries accessed the outage map, checking in on their neighborhoods and loved ones to assess when it might be safe to return home. Similarly, during Hurricane Helene, individuals were checking the map from a total of 47 different countries.
Connection that resonates
When everything else felt beyond reach, having the power to choose how to stay connected made all the difference and provided a sense of control that many were longing for. For some, a text message provided quick reassurance, while others preferred email updates that felt familiar and accessible. This simple but thoughtful choice provided a way for those affected to access information in the way that worked best for them, offering comfort in the most difficult moments.
Comfort when it mattered most
For many newcomers to Florida, unaccustomed to the realities of hurricane season, this experience brought a level of uncertainty and fear that made reliable guidance essential. Access to clear shelter locations and practical safety tips helped residents navigate these challenges with a sense of preparedness, offering immediate paths to safety and the knowledge needed to protect themselves and their loved ones.
Relieving the pressure on the frontlines
Serving as more than just a resource for the community, the outage map brought much-needed relief to Tampa Electric’s frontlines, easing the pressure on its people during high-stress times. By empowering customers to self-serve, it became possible to significantly reduce the number of incoming calls, lower wait times, and allow employees to shift focus resolving complex issues.
A global effort behind the scenes
The success of the outage map in supporting citizens during both storms showcases the incredible dedication and shared commitment of both Tampa Electric and the Avertra team. This joint effort to serve the community was evident as both teams collaborated closely to create a resource that truly mattered during such challenging times.
Demonstrating its resiliency, the outage map effectively supported over 31K concurrent users during Hurricane Helene while processing 63 million site requests, and reaching over 1.6 million visits. Hurricane Milton brought an even sharper increase in activity, with 94.6K concurrent users navigating the map, resulting in over 500 million site requests and an astounding 15 million visits. More than just numbers, these metrics tell a story of resilience and connection, representing the countless individuals seeking reassurance.
Over the course of both storms, a total of 1,078 engineering hours were invested, resulting in 8 releases, the introduction of 6 new features, and 4 enhancements, reinforcing the map’s ability to adapt under pressure and deliver reliable support.
Commitment that lasts beyond the storm
Through this collaboration, it became possible to build more than just a response to the storm, creating a foundation of trust and reassurance that citizens could rely on. As Florida continues to recover, this partnership will simultaneously continue to evolve, with both teams dedicated to enhancing the outage map to empower the community and ensure preparedness for whatever lies ahead.
