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Albemarle Public Utilities Director Jay Voyles gave city council members a report on Daupler, a new after-hours system by which citizens can report power outages, water, and sewer service disruptions.
“Operating hours for the system will be on weekdays from 5 p.m. to 8 a.m., and around the clock on weekends and holidays, Voyles reported. “The phone number to report service disruptions (704-984-9679) is the same as before the system was implemented.”
Customers who call the system will be connected to a trained customer service representative. This worker will then dispatch the appropriate crews, after which the system will open a portal by which the customer will receive updates on progress.
“Daupler actually went live on March 12,” Voyles reported, “and unfortunately we’ve had some events to test the functionality of the system, but it is working and working well.”
Since the adoption of the system, 63 customers have spoken to a live representative (“many of these calls were for the same issues,” said Voyles), and 138 have chosen to receive updates instead of speaking with a representative, he noted.
With calls from the public currently defaulting to the system outside of the city’s regular office hours, Voyles expressed his desire that the system eventually be expanded so that all calls for service be routed through Daupler.
“Service calls during regular business hours can pull our Public Utilities staff away from customer service duties in the office,” he said.
“I’m glad to see this,” said Councilman Bill Aldridge. “It’s taking our services to the next level.”

Toby Thorpe is a freelance writer for The Stanly News & Press.