The 100 Year Storm...Every Year
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Featuring PSEGs Heidi Swanson, Director of Field and Metering Operations, and Tracy Kirk, Manager of Customer Technology. Facilitated by DNV KEMA's Don Denton, Vice President of Grid Modernization (Formerly with Duke Energy)
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The 100 Year Storm...Every Year
- 1. Documentnumber The 100-Year Storm Every Year Key Strategies to Prepare for the Growing Impact of Climate Volatility on the Grid Don Denton, Vice President of Grid Modernization, Management & Operations Consulting, DNV KEMA
- 2. Agenda Introduction and Discussion - Don Denton Sandy and PSE&G: What to Do Now to Prepare for the Growing Impact of Climate Volatility on the Grid? - Heidi Swanson, Director of Field and Marketing Operations, and Tracy Kirk, Manager of Customer Technology Q&A Don Denton Heidi Swanson Tracy Kirk
- 3. Storm Frequency and Severity are Increasing Natural Disasters in the United States, 19802010. (Source: EPRI)
- 4. What is Being Done? System Hardening Physical changes to the grid to lower the risk of storm damage. Hardening improves the durability of the grid allowing it to withstand the impacts of weather events with minimal damage. - Moving to underground infrastructure - Targeted vegetation management - Improved designs and standards - Digital technology roll out and integration (i.e., Smart Grid) - DER integration Resiliency the ability of utilities to recover quickly from damage to the grid. - Increased labor force - Standby equipment - Restoration materials - Enhanced field communications - Heightened customer/stakeholder engagement
- 5. Hurricane Sandy 10/29/2012
- 6. Documentnumber The 100-Year Storm Every Year What to Do Now to Prepare for the Growing Impact of Climate Volatility on the Grid PSEGs Heidi Swanson, Director of Field and Marketing Operations, and Tracy Kirk, Manager of Customer Technology
- 7. Agenda PSE&G Company Super Storm Sandy Highlights & Impacts Communications Internally and with Customers, Media & Municipalities Planning for the Future Energy Strong 7
- 8. Public Service Electric & Gas At a Glance New Jerseys oldest and largest regulated utility. 75% of NJs population. 2.1 mil Electric, 1.7 mil Gas customers. Robust Appliance Service & HVAC competitive business. Most Reliable Electric Utility in 2012, 5th time in last 8 years. Regional leader for 11 straight years. Winner of 2012 and 2013 Outstanding Response to a Major Outage Event.
- 9. Four Historic Storms in Three Years Hurricane Irene was followed immediately by Tropical Storm Lee, causing another 100,000 outages The October snowstorm was the worst storm to date in terms of damage to our equipment The total number of restorations for Sandy is over 2.1 million, including outages from a noreaster a week after Sandy struck. Significant impacts to our gas customers each time flood inspections, gas leaks, no heat orders PSE&Gs Ten Largest Storms
- 10. Preparations for Super Storm Sandy PSE&G began preparations on October 23, 2012. Normal activities included safety preparation, 72 hour checklist, Mid-Atlantic Mutual Assistance Calls PSE&G also implemented additional measures at substations that flooded during Hurricane Irene And other specific line of business plans: - Electric System Operations, Tree Trimming, - Transmission, Gas Delivery & - Customer Solutions
- 11. Forecast vs. Actual Actual weather from landfall at 8 pm through the early morning - Rainfall was consistent with forecast - Winds through the evening were 40-65 mph with gusts upon landfall of up to 90 mph - Winds were sustained through the night precluding storm restoration to begin until 7 am - Storm surge in the Newark Bay, Arthur Kill and other tributaries ranged from 11-13.6, causing widespread flooding and devastation to the region Forecasts on October 29, at 6 p.m. - Additional rainfall of another 村 - 他 - Winds 30-45 mph with gusts of 45-65 mph; Overnight at 15-30 mph, gusts of 30-50 mph - Storm surge will be 3-6 and will peak around midnight. Storm surge recede by mid morning 11 Super Storm Sandy began south of Jamaica on October 22, 2012, in the Caribbean Sea
- 12. Super Storm Sandy: Impacts and Response Super Storm Sandy Impacts 1.9 million customers impacted 77% 14 switching stations and 96 substations affected 40% 51 transmission lines affected 33% 2400 pole jobs; 48,000 tree jobs, 1020 transformers Work began immediately after flood waters receded at the stations and once wind gusts dropped below 40 mph in the divisions 1M customers restored in the first three days. 15 days to complete restoration. Mutual Aid like running another utility 15 staging locations, 4500 mutual aid workers Huge Materials and Logistics Effort 50 hotels, 2000 bus rides, parking and security for 1700 vehicles, all meals Cost associated with the restoration is approximately $300 million
- 13. 1 Coordinated Content PSEG.COM Stakeholders Employees Press Release & Email Blasts Twitter Link ConstituentsCallers/General Public Communications: Proactive, Multi-Channel, Transparent, Consistent
- 14. Call Center Operations Incremental staffing secured from within the company in addition to contractors to assist with inbound and escalated calls Live agents answered 23.5% of incoming calls while technology handled 71.0% of the 2.2 million calls answered The total number of calls answered in 30 seconds were 1,914,194, with a 5.5% abandonment rate and 88.9% service level Nearly 29,000 live outbound calls were made to customers, clearing 5,428 active no- power orders At the conclusion of the storm, automated phone calls and emails were sent to all customers verifying their power had been restored 14 Storm Comparison Superstorm Sandy Superstorm Irene Fall Snowstorm Total Inbound Calls 2,350,711 859,069 885,078 Inbound Calls (Daily Average) 156,714 61,362 110,635 PSE&G CSRs (Daily Average FTEs) 385 213 262 Vendor CSRs (Daily Average Agents) 86 34 34
- 15. Customer Escalation Process Outreach to Public School Districts and Polling Places Formal Customer Escalation Process - Customer Operations Delivery Emergency Response Center (DERC) staffed 24/7 for the duration of the event - Handled inquiries received by PSE&G Executives, Public Affairs, and Large Customer Support - Verified that all escalated inquiries were scheduled to be worked - Provided critical customers with feedback on status of work County OEM Support - PSE&G County Office of Emergency Management (OEM) Liaisons provided Electric Divisions with direct input on escalated customer outages - Tracked the progress of the high priority escalated restoration jobs Gas Station Restoration Efforts - Worked with the Gasoline Retail Association to identify stations with outages to expedite restoration
- 16. Local Outreach Mobile Command Centers - Customer Operations & Gas Delivery - 90,000 Bags of Ice - 57,000 Cases of Water - 32,000 MREs (Meals Ready to Eat) - Nine Centers - Hoboken, Moonachie, Paramus, Plainfield, Jersey City, Newark, West Orange, Elizabeth, Burlington - Staffed by associates from throughout PSEG - Larger locations included tented areas and generators, allowing customers to charge electronic equipment - Focal point for establishing gas inspection and electric and gas restoration efforts - Distribution channels for donations from a range of charities, businesses and individuals 16
- 17. New Communication Processes In addition to traditional media releases, we established new processes - Daily conference calls between Divisions, Regional Public Affairs and Mayors throughout the storm to update on restoration planning and progress - COO of PSE&G held face-to-face meetings with over 100 State Legislative leaders and mayors throughout the state - Continuous dialogue with BPU President Robert Hanna - Two conference calls per day with Governor Chris Christie - Daily conference calls with reporters hosted by PSEG executives - Newsprint, radio, web ads and e-mail blasts were leveraged to communicate storm preparation, damage assessments, outage updates, restoration progress and inspection of gas appliances - Centralized and streamlined internal communications - Twitter 17
- 18. The Significance of Mobile Visits to pseg.com Visits to MyAccount
- 19. A New Storm Communication Channel is Born Twitter Impressions: Combined number of potential users that saw an interaction with the PSE&G username Twitter Mentions: The number of times the PSE&G Twitter user name was used in a tweet New Followers: New accounts following the PSE&G channel Retweets: The forwarding of a message to followers 1 Storm Daily Average Total Peak Day During Sandy Blue Sky Day Twitter Impressions 53,667,331 8,700,244 3,577,822 20,325 Twitter Mentions 90,639 14,809 6,043 5 New Followers 52,944 12,411 3,530 12 Retweets 8,406 1,234 560 5 Twitter provided instant feedback from customers as events unfolded, and a broad reach that traditional one-on-one interactions cant achieve.
- 21. Proposed Legislation, December 2012 Board Order, January 2013 (Results from Irene & Halloween Storm, 2011) Energy Strong Filing, March 2013
- 22. Why Make NJ Energy Strong? Sandy, Hurricane Irene, and the October 2011 snow storm represent extreme weather patterns that may become commonplace. For example, more than 30 distribution facilities, which had never previously flooded, were impacted by Sandy and/or Irene, leaving more than 800,000 people without power during Sandy. In light of these new weather patterns, the states entire energy infrastructure needs to be rethought.
- 23. Why Make NJ Energy Strong: Cost of Inaction is TOO High ..for businesses and families to bear. Hundreds of millions of dollars in lost revenue grocery stores, restaurants, etc.will never be recovered. If several switching stations had not been flooded: Newark Airport would have had the power needed to operate. The refineries would have had the power needed to operate. Hundreds of small businesses in Hoboken just to name one townwouldnt still be trying to recover from the loss of business.
- 24. Energy Strong Proposal Filed on February 20, 2013, with NJ BPU. $3.9 billion investment over 10 years to make distribution systems more resilient to natural disasters. Proposes to invest $2.6 billion in critical upgrades during the next five years including: - $1.7 billion to protect the 31 switching and substationsincluding Sewaren, Newark, Linden, Bayonne, and Hobokenthat were damaged by recent storms. Potential to invest an additional $1.3 billion dollars in the subsequent five years.
- 25. Energy Strong Would Also Provide $1.04 billion to replace and modernize 750 miles of low-pressure cast iron gas mains in or near flood areas. $454 million to deploy smart grid technologies to better monitor system operations to increase our ability to swiftly make repairs. $215 million to improve pole distribution systems. $200 million to create redundancy in the system, reducing outages when damage occurs. $140 million to protect 9 natural gas metering stations and a liquefied natural gas station affected by Sandy or located in flood zones. $60 million to move 20 miles of overhead electric distribution lines underground.
- 26. Summary Storms are becoming more frequent and severe The changing nature of storm response: - Resiliency and hardening - Digitization - Distributed energy resource integration - Enhanced stakeholder engagement All while focusing on - Safety - Increasing reliability - Affordable solutions that are environmentally sound - Improved customer communications
- 27. Q&A Don Denton don.denton@dnvkema.com Heidi Swanson heidi.swanson@pseg.com Tracy Kirk tracy.kirk@pseg.com Twitter: @tracykirk
- 28. Manage Your Risk with DNV KEMAs Energy Consulting Expertise. Learn more at dnvkema.com or contact us at info.consulting@dnvkema.com. Network with Industry Innovators at 2013 Utility of the Future Leadership Forum Guest Keynote: Joe Rigby, Chair, President and CEO, PEPCO June 17-19, National Harbor, MD Register today @ www.dnvkema.com/UofF2013