During the energy crisis, DTEK Grids faced significant challenges in communicating planned outages to customers, as overloaded service channels and manual scheduling created delays and uncertainty. To address this, the company developed a fully automated system for generating and publishing outage schedules, ensuring transparent and equitable electricity distribution nationwide. The unified schedule, adopted by all Ukrainian DSOs, provides customers with clear, zone-based visibility of power availability through the website, chatbots, and partner platforms. Users can also receive push notifications and download personalised schedules. The results are striking: customer calls dropped from 1.9 million to 1.1 million per month, dispatch calculations were reduced from 60 to 3 minutes, and digital users grew to 9.6 million. DTEK’s approach is now being expanded into a comprehensive information system for all outage types.
