City Hall reporter Steve Thompson says an Oncor vice president told the Dallas City Council today that their communication with the public during the massive February snow storm was an "opportunity area" for improvement. The utility provider showed this PowerPoint to illustrate what went right ... and wrong.
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Oncor Snowstorm Power Restoration Efforts
Oncor Electric Delivery
Unprecedented winter storm event
A record Snowfall in D/FW Area 12.5 inches in 24 hours
Wet Snow (1 cubic foot weighs 25 lbs)
Oncor Electric Delivery
All Data is Preliminary
Fourth Worst Storm In Oncor’s History
Outages over the course of the storm: 572,682
Total Customer Outages Dallas: 185,710 Maximum Customers Out: 234,225 Fri 2/12 9:00 AM Dallas - 80,211 Fri 2/12 2:00 AM
Oncor’s response
Early planning for the storm commenced on Thursday morning. Emergency resources,
both on‐system and off‐system, were placed on standby and began arriving Friday and Saturday to escalate the restoration effort already underway.
All Data is Preliminary
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Oncor’s Storm Restoration Process is a Proven Process
Process: Damage evaluators and first responders collect storm damage information for Command Center to determine workers and materials needed for restoration. Restoration Priority: Critical loads: hospitals, police stations, fire stations, critical water and wastewater facilities, and customers with special in-house life-sustaining equipment. Next: Repair equipment that will restore power to the most customers as quickly and safely as possible.
Feeders (1,000’s) Line Fuses (100’s) Transformers (2-10) Service Lines (1)
All Data is Preliminary
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Technology and Customer Calls Play a Key Role in Outage Restoration
Troublemen
Operation Center Operation Center
Computer Systems
•
Call Center
WORK ORDER
Dallas
The new outage management system and smart meters will soon provide Oncor more automated outage data and restoration information.
All Data is Preliminary 5
How Oncor Locates Power Outages
• Alerts • Number and Location Customer Calls
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Feb 2010 System and Dallas ‐ Customer Outage by Hour
250 14
200
70% of the Dallas region outages were due to trees
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150
Max Dallas Customer Outage count of 80,211 occured Friday, 2/12 at 2:00 AM
100
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4 50 2
0 Thu 2/11 Thu 2/11 Fri 2/12 12 Fri 2/12 Sat 2/13 12 Sat 2/13 12 AM Noon AM Noon AM Noon
Oncor Customers Out (preliminary)
0 Sun 2/14 Sun 2/14 Mon 2/15 Mon 2/15 Tue 2/16 Tue 2/16 12 AM Noon 12 AM Noon 12 AM Noon
Inches Cumulative Snowfall (NOAA DFW Station)
Dallas Customers Out (preliminary)
All Data is Preliminary
Cumulative Snowfall in Inches
10
Customers Out (000)
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Vegetation Management program played a crucial role in reducing potential outages Distribution feeders which have had vegetation pruning in the proceeding four years experienced approximately 1/3 the number of outages as those not pruned in the prior four years.
The impact of the storm could have been much worse. Recent pruning of main lines dramatically reduced the likelihood of a feeder outage. Additional post storm pruning will take place in the coming weeks in areas where trees caused power outages. Contractors will remove brush from the pruning but it may not be at the time of pruning.
All Data is Preliminary 8
Communication with City During the Storm
• Initial communication focused on providing an overall storm impact assessment and to begin coordinating with city emergency management and public works representatives to identify critical customers (such as sewer lift stations, water pump facilities, hospitals and other critical customers) who were without power. • Oncor employees staffed positions at the Oncor Emergency Operations Centers and the City of Dallas Emergency Operations Center. • Oncor representatives also spent significant time responding to elected officials, community leaders and city staff to provide press releases and follow up with customers as requested.
All Data is Preliminary
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Call Center Volumes were Significant
Agent Calls
Total Calls 55,999 640,905
* Interactive Voice Response and out-of-state peak
volume call center resources
50,000 0 Thu 2-11 Fri 2-12 Sat 2-13 Sun 2-14
All Data is Preliminary
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Unprecedented winter storm event
What went right?
• Critical Load including pumping stations, hospitals and police stations restored without significant incidents • Schools were restored in time for Monday classes • Tree pruning significantly reduced outages • Elected officials were able to reach Oncor contacts for escalated issues
What needs improvement?
• Communication, Communication, Communication - About - our restoration process and progress - estimated restoration timeframes - With - Customers - City Officials - Media
All Data is Preliminary
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Process Changes Underway based on Lessons Learned
Near Term
• Communication - Interactive Voice Response System improvements - Greater Access to live agents - More effective outbound messaging - Improved wire down communication with customers • More information on restoration process and progress - More timely updates on critical load - High level work area information - Estimated restoration time frames
Already Planned for 2011 and Beyond
A new outage management system and smart meters will provide more timely information regarding outages and restoration progress
All Data is Preliminary
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Thank you for your support and patience during this unprecedented winter storm event!