I think it's actually pretty clear that CP needs to hire significantly more permanent office support and non-emergency personnel. They drastically need more customer/tech support and logistics people.
I'm hearing all kinds of stories of people being unable to get through on the hotline to report downed lines. Then, when they do, the report doesn't get logged into the system. Neighbor said she reported a downed line 3 times now. On the 3rd call, they had no record of the previous 2 reports anywhere in their system.
A buddy at work said he spent a chunk of his evening trying to report a dangerous tree branch with a power line wrapped around it leaning on his neighbor's fence and CP basically told him to call 311. 311 was like "WTF, downed power lines are absolutely an issue for CP! City ain't touching that shit!" It's like if you called 911 to report a building currently on fire and they told you to call the Fire Marshall instead to schedule an inspection the next day.
All these line crews are in town and ready to roll, but reading that they end up spending a bunch of time staging and waiting for CP to actually give them marching orders,
They also have to figure out a better system for giving people at least some idea of when restortation work will occur in their area. There's no heads up that a crew has been dispatched or any kind of ETA for anything. Pretty much the only way to find out if there is a crew in your neighborhood is to see someone post about it on social media. People literally have no idea if they'll be out for 1 day or 10, so it makes it real hard to determine whether you should pack your shit and leave for an extended trip or tough it out.
Finally, they need dedicated crews that spend the entire year doing nothing but trimming limbs around lines and inspecting and flagging for replacement power poles that are likely to crap out in inclement weather.