The Public Utility Commission Monday released its report providing detailed information about and action items related to electric distribution company (EDC) responses the ice storm that brought significant snow, ice and winds to Pennsylvania in February 2014.

“Many things went well as utilities worked to restore power to more than 950,000 people who lost service during the February ice storms,” said PUC Chairman Robert F. Powelson. “However, we also know that some areas need to be improved as we prepare for the next event that results in a large number of customers experiencing power outages. We look forward to receiving the follow up reports from the utilities in September that will highlight the progress being made toward implementing these recommendations.”

The report contains information on actions taken by the PUC and utilities as well as ongoing steps. The report compiles and analyzes EDC data; examines complaints about the inability of customers to contact the EDC to report outages; and reviews a lack of specific restoration information.

The report also makes 11 recommendations to the EDCs to address many concerns. The PUC will follow up on all recommendations.  The EDCs will report to PUC staff the progress or completion of all recommendations at a regularly-scheduled EDC best practice working group meeting scheduled for September 2014.

The recommendations include:

— EDCs should continue to collaborate on a best practice for managing estimated restoration times (ETRs) provided to customers, especially during long-duration outages. Many customers expressed frustration with inaccurate or changed (longer duration) restoration estimates specifically when the EDCs have indicated a customer was restored when it was not the case.  It is an ongoing problem within the industry. 

— EDCs should continue to enhance their web and mobile platforms, providing customers additional methods to report outages and learn outage status information.

— EDCs should disseminate the available communication and information channels to customers in advance of any expected large-scale outage event as well as several times a year to remind customers where information can be accessed.  Additionally, the main page of EDC websites should have a clear indicator of where outage information can be accessed.

— EDCs should continue their cooperation and communication with county 911 centers and emergency management agencies (EMA) and continue to offer liaisons for expected large-scale outage events.  EDCs should meet with each county at least yearly to discuss expectations on the liaison program, especially in regards to the expected capabilities of the EDC liaisons.

— EDCs should give consideration to offering an operational-focused conference call solely for county EMAs.

— EDCs should give consideration to opening customer care centers in particularly hard-hit areas during a long-duration outage event and should notify the local and state elected officials as well as the county EOCs when opening such centers.

— EDCs should give consideration to providing township-level outage and restoration information to county EOCs and local elected officials.

The February 2014 ice storm had a significant impact on Pennsylvania and its electric distribution companies (EDCs).  It was a complex weather system that primarily affected the southeastern portion of the state.

The snow and ice caused more than 800,000 electric customer outages at the peak, which occurred at approximately 4 a.m. Feb. 5.  More than 950,000 Pennsylvania electric customers experienced an outage at some point as a result of the storm.  The majority of customers (93 percent of the peak) were restored by evening February 9 and all customers were restored by February 12.

A copy of the report is available online.

NewsClips:

Ice Storm Report: Utilities Must Improve Communications

PUC Finds Fault With PECO Service During Ice Storm

PUC Praises PPL Communications With Customers During Ice Storm

PPL Electric Rate To Rise In June

New Regulations Nearly Approved On Electric Suppliers

Solar Company Hopes Suit Will Change PUC Policy

Vibrating Pumps Prompts Shutdown Of Beaver Valley Nuclear Plant

Climate Change Forum Scheduled On Pitt Campus

EPA Readying Climate Rule For Existing Power Plants

Op-Ed: PA’s Chance To Modernize Energy Efficiency Policy

5/26/2014