Certain customers have the potential to be more adversely impacted by interruptions of service or require more specialized notifications when an incident occurs. This could include hospitals, group homes, condominiums, certain industries, etc. Having the ability to quickly identify these customers during an event and notify them both of the potential and actual impact as well as managing communications during the event is critical. DC Water envisions outage management capabilities that will be capable of determine which customers are impacted by a specific event on the system and automatically initiate outbound communications. Using the IVR the system will be capable of tracking which messages were attempted, delivered and confirmed; the system will be capable of cycling through call lists until a positive contact is made. These same capabilities can be utilized for proactive notification of planned outages having a positive impact on customer satisfaction.