Here are the questions the Department of Public Utility Control, at the request of Republican Gov. M. Jodi Rell, sent the two utilities in response to concerns about how long it took to return power to households in lower Fairfield County.
Rell is also urging utility customers to contact the DPUC at 1-800-382-4586 or fill out a comment form on the DPUC’s web site at ct.gov/DPUC. She has also asked that public hearings be scheduled in Fairfield County.
Docket No. 10-03-08
Investigation of the Service Response and Communications
of The Connecticut Light and Power Company (CL&P)
and The United Illuminating Company (UI)
following the Outages from the Severe Weather
over the Period of March 12 through March 14, 2010
Interrogatories numbered EL-1 through EL-12 are directed to The Connecticut Light and Power Company and The United Illuminating Company (individually, the Company).
EL-1. Provide a high-level summary of the Company’s management of the storm that occurred during the period March 12 through March 14, 2010 (the Storm), beginning with the approach of the storm on March 10, 2010 and continuing through March 22, 2010. Include at least the following:
Ø A timeline and describe the steps the Company took to prepare for the Storm, including when efforts were made to solicit assistance from contractors and mutual assistance from other utilities;
Ø Identify any factors unique to the recent storm that hindered service restoration efforts;
Ø Any factors which constrained resource deployment during restoration efforts; and
Ø Descriptions how the Company tracked, prioritized and repaired outages during and after the Storm period.
EL-2. State the name of the weather forecasting service that the Company relies upon for determining lineworker staffing needs. Provide a copy of the forecast for each day March 8 through March 14, 2010.
EL-3. Provide an hourly accounting of the number of line crews and other personnel assigned to storm restoration duties (including “make safe” assignments), beginning midnight March 11, 2010, through March 22, 2010. Provide this data differentiated by the smallest possible geographical level of detail. Include both the Company’s own personnel, contractors, and line crews obtained through mutual assistance from other utilities. Additionally, state the maximum current number of Company field staff available for service restoration, differentiated by job function.
EL-4. For each hour beginning midnight March 11, 2010, through March 22, 2010 identify the number of customers believed to be without service, total and by town.
EL-5. Provide copies of all system status reports issued during the period from midnight of March 11, 2010 through March 22, 2010, including damage assessments.
EL-6. Provide all company policies that pertain to lineworker working hours and overtime during storm restoration activities. Have the policies changed over the last five years? Explain the reasons for any changes.
EL-7. Did the Company limit overtime or other compensation to its field staff during or after the Storm period? If so, explain the factors that led to that decision, and when that decision was made.
EL-8. Provide a copy of the Company’s Emergency Preparedness Plan, and any other policies and plans in place to address widespread service outages, such as those caused by the recent storm. If those plans/policies were filed with the Department within the last 24 months, indicate the date of such filing along with the associated DPUC docket number, if applicable.
EL-9. Explain how the Company establishes and maintains communications with municipal officials during major storm periods. Has the Company received complaints from municipal officials regarding its communications during and after the period of the Storm? State the nature of the complaints, and identify the municipalities involved. Assess how well restoration efforts among affected utilities and municipalities were coordinated, and how such coordination may be improved in the future.
EL-10. Does the Company have a policy for performing a post-event review after a major system event such as the Storm? If so, explain and provide any such policies. When will the Company complete a post-event review on its performance during the Storm? To date, what have been the lessons learned from the Company’s experience during the Storm?
EL-11. Describe any incidents of employee injuries associated with service restoration efforts during the period March 11, 2010, through March 22, 2010.
EL-12. Describe the current state of the Company electric system in the areas affected by the Storm, including and temporary measures taken that must be corrected later. By what date does the Company its facilities will be restored to pre-storm operating condition.
Interrogatories numbered CSU-1 through CSU-11 are directed to the Companies.
CSU-1. Identify all measures enacted in the Company’s call center(s) to respond to the numerous outages.
CSU-2. Provide the following Company hourly call center metrics at your main call center, for the period March 11, 2010 through March 22, 2010:
i. total number of staff available to take calls;
ii. the total number of calls received;
iii. total number of those calls handled via IVR;
iv. total number of those calls handled by a live representative;
v. number of abandoned calls;
vi. number of customers who received a busy signal;
vii. average speed of answer statistics, and other tracked call metrics which you believe are relevant to the subject outage.
CSU-3. Reference the Company’s response to Interrogatory CSU-2. Provide this same information for any other call centers that were established by the Company exclusively to handle calls from state, municipal and/or public safety entities.
CSU-4. Comment on the Company’s success in meeting call center responsiveness goals.
CSU-5. Identify the hours of operation of the customer call center (where live representatives are available) for each day between March 11, and March 22, 2010. Provide the same information for the seven calendar days leading up to March 11, 2010.
CSU-6. Provide copies of any documents that were prepared to date by the Company related to any customer complaints and inquiries that were received by the Company by telephone, e-mail, fax or United States Postal Service.
CSU-7. How many outage-related hits were received at the “Storm Center” section of your webpage? If available, provide a breakdown of those hits for each of these categories:
· Outage Map <http://www.cl-p.com/stormcenter/outagemap.aspx> ;
· Are You Ready? <http://www.cl-p.com/stormcenter/stormtips.aspx> ;
· Storm FAQs <http://www.cl-p.com/faq/category.aspx?name=storm> ; and
· Before and After a Storm <http://www.cl-p.com/stormcenter/beforeandafterstorm.aspx> and Historic Storm Response <http://www.cl-p.com/stormcenter/stormresponse.aspx> .
Separately explain if any enhancements were made to the Company’s web page at any time between March 11, 2010 and the present related to storm response. If applicable, provide details behind the changes and the rationale for making those changes.
CSU-8. How many storm response-related complaints has the Company received? How many storm-related inquiries has the Company received? For each category, provide a breakdown by town and by residential, business and government classes.
CSU-9. Provide an exhibit identifying payroll expenses for the period March 11, 2010, through March 22, 2010. Compare these results with the similar period in 2009.
CSU-10. Provide an exhibit depicting damage to Company plant in terms of associated loss and replacement costs, by town.
CSU-11. Provide copies of any materials or specific verbal instructions that were given to call center staff to assist them with answering questions and complaints about the subject outage, including when power would be restored.