Oracle Utilities Customer Care and Billing is a central repository for customer information, such as name, address, or phone number, which manages all aspects of the utility customer lifecycle, including service connections, trouble calls, and outages.

Oracle Utilities Customer Care and Billing also supports sending notifications and the maintenance of communication preference for notification types owned by Oracle Utilities Customer Care and Billing and other edge applications, such as Oracle Utilities Network Management System.

Oracle Utilities Network Management System processes trouble calls from customers and analyzes them to determine probable outage locations. It can generate estimated restoration times (ERTs) that can then be provided back to customers. The system also acts as the central repository for outage and outage restoration information and can generate outage and outage restoration notifications for customers who have these types of notifications configured.

Oracle Utilities Network Management System also keeps a history of all the customer calls that were entered in the system, as well as a history of all events that were known to affect a customer even if the customer did not call in. In addition to responding to unplanned outages and non-outage problems, Oracle Utilities Network Management System can help a utility plan maintenance work or new construction that may impact existing customers. When the detailed switching plans are generated in Oracle Utilities Network Management System, information can be provided to customers about planned outages that will impact them.