Outage Communication – Improving the Flow of Information Presented at the EEI Transmission,...

Outage Communication –Improving the Flow of Information

Presented at the EEI Transmission, Distribution, and Metering ConferenceTucson, Arizona

October 19, 2005

Daniel E. O’Neill, Charles FijnvandraatNavigant Consulting, Inc.

2© Navigant Consulting Inc. 2005 All Rights Reserved

Selected Utilities’ Reliability Indices

0.75

1.05

1.35

1.65

1.95

1999 2000 2001 2002 2003 2004S

AIF

I (n

on

sto

rm)

PECO ComEd Centerpoint (HL&P) TXU Boston Edison (NSTAR)

Many utilities have decreased outage incidents dramatically…

Methods employed:

Increased funding for tree trimming

Increased distribution automation

Instituted … – Worst circuit

programs– Worst device

programs

Replaced failure prone equipment e.g., underground cable

…but now are turning their attention on improving outage communications with customers

…but now are turning their attention on improving outage communications with customers

Source: State Regulatory Filings

On average the group experienced a SAIFI reduction of 35% over a six year period


This has forced utilities to think about how to optimize their outage communication process

Repair and follow up

Dispatch and partial restore

Receive the outage call

Prepare for the event

Outage Management

A key goal of customer outage communications is to optimize customer satisfaction with the utility response to unplanned outages

A key goal of customer outage communications is to optimize customer satisfaction with the utility response to unplanned outages

Information Management and Communications Processes and Systems


Our work with utilities suggests that key information drives customer satisfaction with outage communications

That the utility knows the power is out at my location

When the power will be restored

How extensive the outage is

What the cause is

What action is being taken

For those customers that do call, utilities have a limited window of opportunity to provide a positive outage communication experienceFor those customers that do call, utilities have a limited window of

opportunity to provide a positive outage communication experience

Source: NCI analysis

Typical Pattern of Customer Calls-Illustrative-

Of those customers that call in, about 50% do so in the first 30 minutes

0%

10%

20%

30%

40%

50%

60%

0 5 10 15 20 25 30 40 50

Minutes after interruption

Cu

mu

lati

ve P

erce

nt

of

cust

om

ers

wh

o c

all

Five key things the customer wants to know about an outage:


Providing an estimated restoration time is critical

A “best practice” involves ongoing performance measurement associated with ERT reach and accuracy

A “best practice” involves ongoing performance measurement associated with ERT reach and accuracy

Underscoring the importance of the default table values…

For most customers, the default values provide an accurate reasonable estimate

Giving no estimate can be worst than giving a less accurate estimate

… with the exception being storm events and extended outage durations

For storms, storm default tables are based on stepwise assessment of the storm situation

IVR call-backs can provide restoration updates and confirmation

In addition, dispatchers should monitor expiration of ERTS

Restoration Duration Curves-Illustrative-

0%

20%

40%

60%

80%

100%

0 2 4 6 8 10Hours after initial interruption

Per

cen

t o

f af

fect

edcu

sto

mer

s st

ill o

ut

Normal

Storm

Non-Storm ERT Accuracy-Illustrative-

0%

10%

20%

30%

40%

50%

-2 -1 1 2 3 4+Actual restoration time less ERT (Hours)

Per

cen

t o

f af

fect

ed

cust

om

ers

Sample Target

75% accurate within +/- one hour


After getting an ERT, the customer wants to know that the utility knows what is going on with the outage

Outage detection devices can unmask the blind spots

For those utilities without the ability for remote outage detection, doing targeted call backs can confirm restoration

In parallel with the customer call backs, use damage patrols to discover nested outages during major storms

Leading utilities have begun to apply technology to find solutions to knowing the system status (AMR, SCADA, IVR call backs).

Leading utilities have begun to apply technology to find solutions to knowing the system status (AMR, SCADA, IVR call backs).

A utility may not always know what is going on, especially when outages are nested

Substation

Feeder

Fused Tap

Transformer Secondary or Service

Transmission

XA fault upstream…

…masks faults downstream…

X

X

…or at the customer

Substation

Feeder

Fused Tap

Transformer Secondary or Service

Transmission

XA fault upstream…

…masks faults downstream…

X

X

…or at the customer


Rapidly obtaining accurate cause information can be difficult

Accurate cause information is typically not available until field crews or damage assessors arrive at the site

Even when accurate cause information is available care must be given to provide it to customers in a meaningful way.

“The equipment serving your neighborhood failed”

versus

“The Airbreak switch’s hot line clamp overheated due to several failed strands on the 336 ACSR overhead wire”

If other information on the outage is convincing (e.g., extent, ETR), cause information is less important

Utility outage cause script-Illustrative-

“At this time the cause of your outage is still under investigation. The probable trouble associated with your outage is...”

1. Not yet determined

2. Planned maintenance

3. Storms in your area

4. An equipment problem

5. A problem with the transformer serving your location

6. A problem with trees

7. Damage done to power equipment

Utility outage cause script-Illustrative-

“At this time the cause of your outage is still under investigation. The probable trouble associated with your outage is...”

1. Not yet determined

2. Planned maintenance

3. Storms in your area

4. An equipment problem

5. A problem with the transformer serving your location

6. A problem with trees

7. Damage done to power equipment


There are challenges in connection with taking outage communications capabilities to the next level

Lack of sponsorship

Organizational inertia

Lack of focus on results


A roadmap to improve outage communication shows the way

Measure Indicators

& Results

Align Systems & Processes

Coordinate with

Community

Research Stakeholder Expectations

• Conduct tailored outage communication focus groups and surveys to identify drivers of various market segments

Drive customer satisfaction

• Support the role of the utility in “community continuity”• Create targeted community outreach programs• Drill with outside agencies, with roles in utility restoration plans

Outages that transcend individual customers

• Identify expected improvements in customer satisfaction ratings for each outage communication initiative

• Include outage communication performance as part of your companies’ key performance metrics

Effectiveness

Execution of the message

• Measure ERT accuracy and reach – both on a customer and outage centric basis


In conclusion…

Customers demand that they quickly receive information on the estimated time of restoration

Major storms require a more disciplined approach to outage communication as the restoration process becomes more complex

Customers expect the utility to know when their lights are out, they have the ability to track the restoration process and accurately state when the lights will be on e.g., The FedEx syndrome – where is my package and when will it be delivered

Regulators and the public are less tolerant to utilities that inadequately convey outage communication


Key Questions

Do we measure ERT accuracy and reach? Is it on a customer or outage centric basis?

Do our dispatchers have a report that tracks ERT expirations?

Do we provide table-based default ERTs as soon as customers call?

Can we link the expected improvement in customer satisfaction for each of your outage communication initiatives?

Is outage communication performance part of our key performance metrics?

Outage Communication – Improving the Flow of Information Presented at the EEI Transmission,...

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