In the Matter of Utility Preparation and Response to Power Outages during the March 2018 Winter Storms - 18-00618 Orange and Rockland Utilities ...
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18-00618
In the Matter of Utility Preparation and
Response to Power Outages during the
March 2018 Winter Storms
Orange and Rockland Utilities, Inc.
Scorecard for Winter Storms Riley and Quinn
March 1 – 12, 2018
4-11-2018
Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Contents
INTRODUCTION ............................................................................................................................................ 2
PREPARATION............................................................................................................................................... 7
1. EVENT ANTICIPATION ................................................................................................................... 7
1.1. EMPLOYEES / CONTRACTORS PLANNING ................................................................................. 7
1.2. PRESS RELEASES ISSUED / TEXT MESSAGES / EMAILS SENT ................................................... 11
1.3. MUNICIPAL CONFERENCE CALLS............................................................................................. 12
1.4. LIFE SUPPORT CUSTOMERS (LSE) ALERTED ............................................................................ 13
1.5. CRITICAL FACILITIES ALERTED ................................................................................................. 14
1.6. COMPANY COMPLIANCE WITH TRAINING .............................................................................. 16
1.7. PRE-EVENT MUTUAL ASSISTANCE CALLS ................................................................................ 16
1.8. VERIFY MATERIALS / STOCKPILES ........................................................................................... 17
OPERATIONAL RESPONSE .......................................................................................................................... 18
2. DOWN WIRES .............................................................................................................................. 18
3. PRELIMINARY DAMAGE ASSESSMENT ........................................................................................ 19
4. CREWING..................................................................................................................................... 19
5. ESTIMATED TIME OF RESTORATION (ETR) PUBLICATION ........................................................... 21
6. ETR ACCURACY ............................................................................................................................ 22
7. MUNICIPALITY COORDINATION .................................................................................................. 23
8. COUNTY EMERGENCY OPERATIONS CENTER (EOC) COORDINATION......................................... 24
9. UTILITY COORDINATION ............................................................................................................. 24
10. SAFETY ......................................................................................................................................... 25
11. MUTUAL ASSISTANCE ................................................................................................................. 25
12. RESTORATION TIMES .................................................................................................................. 28
COMMUNICATIONS.................................................................................................................................... 30
13. CALL ANSWER RATES .................................................................................................................. 30
14. MUNICIPAL CALLS ....................................................................................................................... 31
15. WEB AVAILABILITY ...................................................................................................................... 32
16. LSE CUSTOMERS .......................................................................................................................... 33
17. PSC REPORTING........................................................................................................................... 34
18. CUSTOMER COMMUNICATIONS ................................................................................................. 34
19. OUTGOING MESSAGE ON TELEPHONE LINE ............................................................................... 42
20. PSC COMPLAINTS ........................................................................................................................ 42
Page 1 of 42
Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
INTRODUCTION
On March 2 and 7, 2018, two very powerful winter Nor’easters - Riley and Quinn - struck Orange
and Rockland Utilities, Inc.’s (“Orange and Rockland,” “O&R” or the “Company”) service territory
affecting just over 74,000 1 customers and causing significant damage to the Company’s electrical
system. The devastation caused by Riley and Quinn on the Company’s service territory ranks third only
to that of Superstorm Sandy in 2012 and the Snowstorm of 2011. Riley and Quinn were rare events,
with only two other wet snow storms similar in nature, occurring in Orange and Rockland’s service
territory, since 2001.
Overall, Riley brought a mix of rain, snow and heavy winds knocking out power to nearly
2 million customers in the Northeast 2. High sustained winds, coupled with 2.5 inches of
prolonged precipitation that softened the ground, and up to 16 inches of heavy wet snow in
isolated areas, led to hundreds of large trees uprooting and causing significant damage to
homes, cars and other property, including O&R’s power lines and utility poles.
1
NY customers only, and does not include single services or where customer could not accept service
2The Weather Company. “Winter Storm Riley Underwent Bombogenesis, Battered the East With Strong Winds, Coastal
Flooding and Heavy, Wet Snow (RECAP).” Mar 4 2018 05:00 AM EST. https://weather.com/storms/winter/news/2018-03-01-
winter-storm-riley-noreaster-high-winds-coastal-flooding-heavy-snow
Page 2 of 42
Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Table 1 3
Forecasted Observed
NY Sustained Wind Sustained Wind
Precipitation Precipitation
Event Customers Wind Gusts Wind Gusts
Rain/Snow Rain/Snow
Affected (mph) (mph) (mph) (mph)
Riley 47,348 15-25 35-50 Peak 1-2.5"/6+" 18-31 32-48 Peak 1-3"/1-16"
Quinn 26,796 10-25 30-40 Peak 0"/10-15" 12-22 22-37 Peak 0"/5-26"
The impact of Riley was magnified by the fact that February was an unusually wet month (2.74
inches of precipitation above normal for the month), with Central Park seeing 5.83 inches of
precipitation; with a little over 1 inch of that falling during the week leading up to the event. Then, just
before the winds picked up on March 2, an additional inch of rain fell. Precipitation (rain and wet snow)
continued to fall across the region with the increasing winds on March 2, and with up to 16 inches of
wet snow being reported in areas of Orange County.
Because of the rapid intensification of Riley, computer forecasting models struggled with
projecting the magnitude of the sustained winds across the region. This all led to the under-forecasting
of the weather conditions and the impacts to the Company from this event. In addition, because Riley
covered an area much larger than New York resources from Northeastern States were limited.
Nevertheless, the Company implemented its planned measures to prepare and mobilize resources for
the storms projected impact and proactively sought and received resources from regions farther away,
while continuing to solicit mutual assistance resources throughout both events.
3 Weather forecasted/observed is system-wide
Page 3 of 42
Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
The second storm - Quinn - arrived five days after Riley, and before the Company had the
opportunity to complete the restoration of service to customers affected by Riley. Table 1 illustrates the
forecasted and observed weather for the O&R service territory. It is important to note that Quinn
delivered higher than forecasted snowfall in most areas, and parts of Orange and Rockland counties
received up to 26 inches of heavy wet snowfall. Further, from 2:00 PM – 8:00 PM on March 7, O&R’s
service territory saw its highest snow accumulations and highest winds, with snowfall rates approaching
3 inches per hour during the same time period. This combination of weather brought down more trees
and power lines, and caused additional road closures, primarily in our Eastern division. Quinn
significantly delayed restoration of those customers still out from Riley and caused just over 26,796
additional power outages. In total, Quinn caused an additional one million outages across the
Northeast 4.
Collectively, Riley and Quinn resulted in system-wide damage not seen since Superstorm Sandy.
The high sustained winds and saturated grounds caused mature trees to be ripped out at their roots and
shattered others at their trunks resulting in a substantial number of customer outages and system
damage that required rebuilding facilities in many areas that in total required ten days for restoration.
As an indication of the impact of this event on the Company’s electrical system, the severity of these
storms resulted in more than 370 road closures; and the replacement of 219 poles, 166 transformers,
and 67,100 feet of wire. 5 In many cases, the Company needed to rebuild portions of its electric delivery
system. These storms and the resulting tree damage not only impacted the electrical infrastructure but
also affected the homes and property of many people across the region.
4 The Weather Company. “Winter Storm Quinn Hammers the Northeast With 3 Feet of Snow in Some Places (RECAP).” Mar 8
2018 08:00 PM EST. https://weather.com/storms/winter/news/2018-03-07-winter-storm-quinn-noreaster-snow-wind-forecast
5 Impact to O&R system-wide, including both New York and New Jersey
Page 4 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
As the Company continues to see more severe storms with more widespread impacts, the
Company understands that there are valuable lessons to be learned from these experience, so that we
may continue to improve the services we provide to our customers and all stakeholders. The Company
will also be working with municipalities, as well as other stakeholders, to gain their feedback to both
understand their perspectives and to identify ways to better address their needs.
After any major event, the Company conducts an in-depth review to identify areas for
improvement. Orange and Rockland has acknowledged that the information provided to our customers
regarding outages and restoration times did not meet customer expectations. Accordingly, even before
the completion of its review, the Company has proactively offered food and medicine reimbursements
to customers without power for three consecutive days or more during the nor’easters on March 2 and
March 7. Customers also will receive an adjustment to their bill that will reflect a one-time reduction to
their monthly customer delivery charge. Customers will receive this credit on their bill by the end of
May. The Company further notes that the software issues that the Company experienced and resulted
in communication issues, did not interfere with the Company’s ability to assign jobs to crews.
This Scorecard starts the official process of reviewing these two devastating storms. In addition,
as required by 2 NYCRR Part 105.4(c), the Company will be submitting a report reviewing all aspects of
its preparation and system restoration performance (“Part 105 Report”) within 30 days (i.e., by May 11,
2018). The Company will use both this Scorecard and its Part 105 Report, as well as the data provided in
response to the Department of Public Service’s numerous discovery requests, to inform its lessons
learned and improve its performance in the future. The Company looks forward to working with the
Department of Public Service, and ultimately the Public Service Commission (“Commission”), in this
investigation.
The significant outage numbers and the overlap of Riley and Quinn required restoration periods
of longer than three days for both storms and triggered the Commission’s scorecard reporting
Page 5 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
requirements established in Case 13-E-0140. 6 Because Riley and Quinn were consecutive, and the
restoration periods for the two storms overlapped, O&R hereby submits a single scorecard report,
covering both storms. O&R has combined data from both storms for scorecard categories, where
appropriate. O&R has separated data in categories where required or where doing so will assist the
Commission in its review.
O&R also would note that, along with its wholly-owned New Jersey utility subsidiary, Rockland
Electric Company, it operates a fully integrated electric transmission and distribution system covering
Rockland, Orange and parts of Sullivan counties in New York, as well as parts of Bergen, Passaic and
Sussex counties in New Jersey (collectively, the “Orange and Rockland System”). Given the integrated
nature of the Orange and Rockland System, certain information presented in this Scorecard is available
only on an Orange and Rockland System basis (and is marked as such).
All Scorecard metrics are based on the start of event or the start of restoration (“SOR”) times
included in the table below:
Table 2
Riley Quinn
Start of Event 3/2/2018, 0700 hours 3/7/2018, 1400 hours
SOR 3/3/2018, 0700 hours 3/8/2018, 0700 hours
6 Case 13-E-0140, Proceeding on Motion of the Commission to Consider Utility Emergency Performance Metrics, Order
Approving the Scorecard for Use as a Guidance Document to Assess Electric Utility Response to Significant Outages, issued
December 23, 2013.
Page 6 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
PREPARATION
1. EVENT ANTICIPATION
1.1. EMPLOYEES / CONTRACTORS PLANNING 7
Measure: Appropriate planning for Employees/Contractors
Criterion: Evaluation of compliance will include the review of steps taken to comply with emergency
plans and communicate with employees/contractors regarding activation, including storm duty
assignments and mobilization requirements.
The Company’s meteorologists issued their first weather forecast (see Appendix 1.1.a) indicating the
potential impact from the first storm (Riley) and second storm (Quinn) on Monday, February 26, and
Sunday, March 4, respectively. In accordance with O&R’s Commission-approved 2017 Electric
Emergency Response Plan (“ERP”), Section 3.0, the Company took steps to prepare and mobilize
resources for the storm and projected impact.
Beginning February 27 and March 5, for Riley and Quinn, respectively, O&R initiated various calls and
processes in preparation for the storms.
In addition, in accordance with the ERP, the Company communicated with employees/contractors
regarding activation, including storm duty assignments and mobilization requirements. Specifically,
based on the latest weather forecast, O&R declared the appropriate response classification and staffing
levels (ERP Attachment 12) and activated required Incident Command System (“ICS”) functions (ERP
Attachment 1) and personnel, who subsequently notified employees that they had been activated for
their storm roles and to prepare for and respond to the event. Since restoration efforts were still
ongoing for Riley, pre-storm staffing mobilization for Quinn was already in place. The Company
requested additional mutual assistance resources through the mutual assistance process.
A timeline of the preparatory measures for both storms is as follows:
February 27, 2018 – Riley pre-event planning begins
• @ 1230 hrs.: O&R Operations call held to discuss approaching Nor’easter; Emergency
Preparedness sent notification to the ICS Staff as follow-up to the operations call
• @ 1400 hrs.: Emergency Preparedness hosts an inter-company (Con Edison and O&R) Regional
Electric Operations call to discuss the approaching Nor’easter, mutual assistance requests and
pre-classification/plans
7 Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 7 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
February 28, 2018
• @ 1400 hrs.: Emergency Preparedness hosts an inter-company (Con Edison and O&R) Regional
Electric Operations call to discuss updates regarding the approaching Nor’easter, mutual
assistance requests and pre-classification/plans
• @ 1530 hrs.: O&R Operations call to discuss updates regarding the approaching Nor’easter,
mutual assistance requests and mobilization plans; Emergency Preparedness sent notification to
the ICS Staff as follow-up to the Operations call
• @ 1612 hrs.: Upgraded ICS classification declared for March 2, 0700 hrs. based on latest
forecasted weather
• Mutual Assistance
• @ 1634 hrs., O&R requests 40 line FTEs
• @ 1906 hrs., Emergency Preparedness makes notification to the North Atlantic Mutual
Assistance Group (“NAMAG”) for above request
• @ 2128 hrs., request for 40 FTEs is fulfilled
March 1, 2018
• @ 1129 hrs.: O&R upgrades ICS classification to a Serious 2C effective 0700 hrs., Friday, March
2, 2018 based on latest revised forecasted weather
• Mutual Assistance Summary:
o @ 1034 hrs.: O&R requests 100 FTEs
o @ 1037 hrs.: Emergency Preparedness requests call with NYS Utility Private/Public
Mutual Assistance at 1300 hrs.
o @ 1500 hrs.: O&R secures 10 FTEs, through NAMAG, for arrival on Saturday March 3,
2018.
o As of 1500 hrs., O&R maintains an open request of 100 FTEs; NAMAG request: 1,840
FTEs
o @ 2100 hrs. 50 FTEs secured via emergency contracts
• @ 1300 hrs.: O&R ICS Staff call held to discuss approaching Nor’easter and mobilization plans.
• @ 1400 hrs.: Emergency Preparedness hosts an inter-company (Con Edison and O&R) Inter-
Regional Call was held to discuss Company-wide storm preparation
• @ 1600 hrs.: O&R Planning/Operational meeting held
March 2, 2018
• O&R Planning/Operational Update Meetings held at 0800, 1200, 1600, 2030, 0000, 0400 hrs.
(these meetings were held throughout the restoration period until demobilization)
• @ 0853 hrs.: Situation Summary sent to O&R ICS staff following the 0800 hrs. O&R
Planning/Operational Update Meeting; consideration of potential upgrade to a Serious 3B
classification based on latest forecasted revised weather
• @ 1225 hrs.: Upgrade to Serious 3B ICS at 1400 hrs., Friday, March 2
• @ 1300 hrs.: O&R ICS Call held
• @ 1430 hrs.: Emergency Preparedness hosts an Inter-Regional Call (Con Edison and O&R) to
discuss Company-wide storm preparation.
• Mutual Assistance:
Page 8 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
o @ 1732 hrs., Emergency Preparedness requests that NAMAG open the request to the
Wisconsin Mutual Assistance Group (“MAG”) or the Midwest MAG for assistance (Great
Lakes Mutual Assistance and the Southeast Electric Exchange are unable to assist due to
concurrent weather impacts)
o As of 1930 hrs.; O&R has an open request of 100 FTEs; NAMAG request: 5,500 FTEs
The Mutual Assistance status/summary for March 3 – 5 continues under Measure 11, Mutual Assistance
March 5, 2018 – Quinn pre-event planning begins while Riley restoration continues
• @ 1200 hrs.: O&R remains in Serious 3B from Riley and pre-classify Quinn as Full-scale 4A
• @ 1300 hrs.: O&R ICS Call held; ongoing Riley restoration activities and notification of Quinn
pre-classification; ICS call summary
• @ 2000 hrs.: O&R ICS Call held; ongoing Riley restoration activities and Quinn preparations; ICS
call summary
• Mutual Assistance:
o @ 1000 hrs., Emergency Preparedness participates in a NYS Utility Private/Public Mutual
Assistance call; O&R has an open request of 125 FTEs
o @ 1104 hrs., O&R increases request to 500 FTEs
o O&R has an open request of 500 FTEs; NAMAG request: 2,400 FTEs
March 6, 2018
• @ 1300 hrs.: O&R ICS Call held; ongoing Riley restoration activities and Quinn preparations; ICS
call summary
• @ 2000 hrs.: O&R ICS Call held; ongoing Riley restoration activities and Quinn preparations; ICS
call summary
• Mutual Assistance:
o As of 1100 hrs., O&R has an open request of 500 FTEs; NAMAG request: 2,250 FTEs
outstanding from Riley and new request for 3,420 FTEs for Quinn
March 7, 2018
• @ 1300 hrs.: O&R ICS Call held; ongoing Riley restoration activities and Quinn preparations; ICS
call summary
• @ 2000 hrs.: O&R ICS Call held; ongoing Riley restoration activities and Quinn preparations; ICS
call summary
The Mutual Assistance status/summary for March 7 – 12 continues under Measure 11, Mutual
Assistance.
Table 3 below summarizes the request and acquisition of line resources by day throughout both storms.
Table 3
Page 9 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
*FTEs do not include support staff
**49 re-directed to Con Edison on 3/3 due to the severity of the weather event and impact to the Con Edison
Westchester system; 6 re-directed to Con Edison on 3/4 due to the severity of the weather event and impact to the
Con Edison Westchester system.
***191 released prior to arrival after reviewing restoration needs
Supporting documents are set forth in the following Appendices:
• Appendix 1.1.a – Pre-event weather forecasts for Riley and Quinn
• Appendix 1.1.b – Conference calls and call summaries/situation reports (to include mutual
assistance activity) highlight O&R’s preparatory measures
• Appendix 1.1.c – O&R ICS Staffing in accordance with ERP, Section 2.1 and Attachment 1
• Appendix 1.1.d – Conference Call Agendas
• Appendix 1.7 – Pre-event Mutual Assistance Calls
Page 10 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
1.2. PRESS RELEASES ISSUED / TEXT MESSAGES / EMAILS SENT 8
Measure: Pre-storm communications through Press Releases, Text Messaging, E-Mail, and Social Media
Criterion: Companies are required to issue pre-storm messages through the stated communications
vehicles to alert customers of the potential for loss of service. Text messages and/or emails should be
issued daily to all customers for whom company has customer addresses on file. Evaluation of
compliance will include a review of the information contained in press releases, emails, text messages
and the use of Facebook and Twitter, and other means of social media during the restoration. Contents
of the communications should include the type and severity of the storm, the affect it may have on the
utility, action being taken to prepare for the event, and available methods to contact the company
(phone, web, e-mail, social media, text messaging, etc.). It will be acceptable to provide a link to such
information on the company’s web site to manage character limit restrictions.
In accordance with ERP, Sections 2.3 and 5.9, the Company issued several pre-storm communications to
inform customers of the potential loss of service prior to Riley and Quinn.
On March 1, 2018, O&R issued a press release advising customers of the potential effects of Riley and
how to report power outages. The Company also provided tips to customers on how to stay safe and
prepare for the storm. The Company’s Twitter and Facebook pages were updated to convey the same
message, and an email message was also distributed to customers. The table below summarizes the pre-
event communications issued for Riley (the continuance of communication releases for the duration of
the event can be found in Measure 18, Customer Communications).
PRE-STORM COMMUNICATIONS FOR RILEY
Date / Time Medium Content
March 1, 2018 @ 1400 hrs. Press Release O&R Prepares for Severe Weather, Declares Storm Watch
March 1, 2018 @ 1437 hrs. Twitter We’re Declaring a Storm Watch
March 1, 2018 @ 1434 hrs. Facebook We’re Declaring a Storm Watch
March 1, 2018 @ 1601 hrs. Customer Email Be Storm Ready
March 2, 2018 @ 0800 hrs. Facebook/Twitter If you lose power, please report it
March 2, 2018 @ 0940 hrs. Facebook/Twitter Beware of downed power lines
With restoration efforts ongoing following Riley, O&R issued several pre-storm communications for
Quinn beginning on March 5, 2018. The table below summarizes the pre-event communications issued
for Quinn (the continuance of communication releases for the duration of the event can be found in
Measure 18, Customer Communications).
8
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 11 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
PRE-STORM COMMUNICATIONS FOR QUINN
Date / Time Medium Content
O&R Prepares for Second Major Storm in Less Than
March 5, 2018 @ 1500 hrs. Press Release
a Week
Storm Watch Declared; O&R Prepares for Second
March 5, 2018 @ 1655 hrs. Twitter
Major Storm in Less Than a Week
Storm Watch Declared; O&R Prepares for Second
March 5, 2018 @ 1655 hrs. Facebook
Major Storm in Less Than a Week
March 5, 2018 @ 1731 hrs. Customer Email Be Storm Ready - Again
High Winds Heavy Snow Expected to Hit Our
March 5, 2018 @ 1904 hrs. Twitter
Region
O&R Focused on Riley Restoration While Preparing
March 5, 2018 @ 2200 hrs. Press Release
for Another Major Storm
All O&R Resources Dedicating to Making as Many
March 6, 2018 @ 2200 hrs. Press Release
Repairs Possible Ahead of Winter Storm Quinn
March 6, 2018 @ 2300 hrs. Press Release For Safety’s Sake, Use Caution
Members of National Guard Have Been Deployed
March 6, 2018 @ 2300 hrs. Instagram
to Sullivan County
For Those on the Roads, Please Exercise Caution
March 7, 2018 @ 0530 hrs. Facebook/Twitter
Through Work Zones
O&R Sends More Crews to Restore Power in
March 7, 2018 @ 1030 hrs. Press Release
Sullivan County
March 7, 2018 @ 1115 hrs. Facebook/Twitter We’re Dispatching 125 More Line Techs Today
The 53rd Troop Command of the NY National
March 7, 2018 @ 1200 hrs. Facebook
Guard Delivered Dry Ice
Supporting documents are set forth in Appendix1.2
1.3. MUNICIPAL CONFERENCE CALLS 9
Measure: Pre-storm call held and determined to be highly effective or effective
Criterion: Municipal call will be held prior to the storm and provide information relating to the type and
anticipated severity of the storm, the affect it may have on the utility and expected level of system
damage, activities being taken to prepare for the event, and processes for communicating with
companies throughout the event. To determine call effectiveness, consideration will be given to whether
the time of the municipal call was communicated to all stakeholders, whether the previously stated
9
In accordance with ERP, Section 4.6, O&R scheduled and held pre-event operator-assisted municipal conference
calls.
Page 12 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
information was communicated, how the call was managed, and whether the call allowed for sufficient
Q&A and how the Company responded to questions posed.
On Friday, March 2, 2018, the Community Response Team (“CRT”) scheduled operator assisted
municipal conference calls for Saturday, March 3 at 1330 hrs. for Rockland, and at 1415 hrs. for
Orange/Sullivan. O&R sent blast e-mail invitations on March 2 at 1141 hrs. for Rockland and at 1146 hrs.
for Orange/Sullivan. The operator assisted conference calls were held on Saturday, March 3 at 1330 hrs.
for Rockland and at 1415 hrs. for Orange/Sullivan.
On Monday, March 5, 2018, the CRT scheduled operator assisted municipal conference calls for
Tuesday, March 6 at 1330 hrs. for Rockland and at 1415 hrs. for Orange/Sullivan. The Company sent
blast e-mail invitations on March 5. The operator assisted conference calls were held on Tuesday,
March 6 at 1330 hrs. for Rockland and at 1415 hrs. for Orange/Sullivan.
All conference calls were operator assisted and moderated by an O&R Incident Commander and
member of the O&R Regional and Community Affairs department. The Incident Commander followed a
structured script that provides an update on the forecasted weather and potential impact, a system
status update, planned work or precautionary measures taken, and the CRT Command Center telephone
number 1-855-719-4716. Each municipality was also given an ample opportunity to voice any questions
or concerns.
Additionally, E-mail communications were sent in advance of the storms to County Office of Emergency
Management leaders regarding anticipated weather forecast and preparation/mobilization activities.
Supporting documents are set forth in Appendix 1.3.
1.4. LIFE SUPPORT CUSTOMERS (LSE) ALERTED 10
Measure: All LSE customers alerted
Criterion: Utilities must make contact with all customers who the utility knows are LSE customers prior to
the expected onset of an outage event. The alerts are to be made by phone and by text messages/emails
for those customers who have provided contact information.
In accordance with ERP, Sections 2.3 and 4.5, the Company attempted to contact with pre-storm
messaging, via outbound telephone calls, all LSE customers on March 1 and March 6, prior to the onset
of Riley and Quinn, respectively. The Company does not use (and the ERP does not require) email or text
messages to alert LSE customers.
Riley pre-storm message content and call summary:
10
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 13 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Quinn pre-storm message content and call summary:
11
Supporting documents are set forth in Appendix 1.4.
1.5. CRITICAL FACILITIES ALERTED 12
Measure: All critical facilities notified
Criterion: Utilities must make an outbound call attempt with all critical facilities managers prior to the
onset of an outage event. The companies should also use text messages/emails for those customers who
have provided contact information.
11 Sullivan County was omitted because they were already experiencing a no power condition
12 Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 14 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
In accordance with ERP, Sections 2.3 and 2.5, the Priority Restoration Group (“PRG”) notified all Critical
Facilities 13 on March 1 and March 6, for Riley and Quinn, respectively, prior to the onset of the storms.
The Company does not use (and the ERP does not require) email or text messages to alert Critical
Facilities.
Riley pre-storm message content and call summary:
Quinn pre-storm message content and call summary:
Supporting documents are set forth in Appendix 1.5.
13Variances to the “# of customers” may result as accounts are updated and added as identified while the query is pulled the
day the critical customer notification is completed.
Page 15 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
1.6. COMPANY COMPLIANCE WITH TRAINING
Measure: Compliance with training program as specified in approved emergency plans.
Criterion: All personnel identified for use during the utility restoration must be trained in accordance
with the guidelines specified within the Company’s emergency plan. Training provided prior to dispatch
will qualify provided it meets the normal course curriculum.
In accordance with ERP, Section 2.1 and Attachment 2, all personnel who assume roles within the ICS
structure are to be provided with training to the levels specified in ERP Attachment 2.
Employees with emergency assignment activities that are the same as their normal daily job functions
receive training as part of their normal skills training/core curriculum. Employees whose emergency
assignment activities differ from their normal job functions receive one-time training session (initial),
annually (or refresher as required), or just-in-time, as required.
In addition, the Company conducted the annual exercise and periodic exercises in accordance with ERP,
Section 2.2.
Supporting documents are set forth in Appendix 1.6.
1.7. PRE-EVENT MUTUAL ASSISTANCE CALLS 14
Measure: Participate in all pre-event mutual assistance calls
Criterion: Utilities are required to have at least one employee participate in all pre-event mutual
assistance calls.
Mutual assistance is a Shared Service managed and facilitated by O&R’s sister Company, Con Edison.
Based on the updated weather forecast and projected system impact for Riley and Quinn, and in
accordance with ERP, Section 2.9, O&R, through Con Edison’s Emergency Preparedness Department,
initiated the request for a pre-event mutual assistance call with the North Atlantic Mutual Assistance
Group (“NAMAG”) and through the New York Public/Private Utility Mutual Assistance Protocol that was
held on February 28, 2018 at 2100 hrs. and March 1, 2018 at 1300 hrs., respectively. Emergency
Preparedness participated in all subsequent mutual assistance calls prior to and during storm Riley and
Quinn.
A summary of all pre-event mutual assistance calls prior to Riley is listed below:
14
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 16 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
• Feb. 28, 2018 – 2100 hrs. NAMAG Call – O&R Requested 40 line FTEs (At the Company’s request, NAMAG
initiates this call for mutual assistance requests)
• Mar. 1, 2018 – 1000 hrs. NAMAG Call – O&R requested 40 line FTEs
• Mar. 1, 2018 – 1300 hrs. NYS Utility Private/Public Mutual Assistance call
• Mar. 1, 2018 – 1500 hrs. NAMAG Call – O&R requested 100 line FTEs
• Mar. 2, 2018 – 1000 hrs. NYS Utility Private/Public Mutual Assistance call
• Mar. 2, 2018 – 1100 hrs. NAMAG Call – O&R requested 100 line FTEs
• Mar. 2, 2018 – 1930 hrs. NAMAG Call – O&R requested 100 line FTEs
As restoration efforts were still ongoing prior to and up until the arrival of Quinn, Emergency
Preparedness was a participant in all mutual assistance calls to request resources.
A summary of all pre-event mutual assistance calls prior to Quinn is listed below:
• Mar. 5, 2018 - 1000 hrs. NYS Utility Private/Public Mutual Assistance call
• Mar. 5, 2018 – 1400 hrs. NAMAG Call – O&R requested 500 FTEs
• Mar. 6, 2018 – 1400 hrs. NAMAG Call – O&R requested 500 FTEs
• Mar. 6, 2018 – 1100 hrs. NAMAG Call for Quinn – O&R requested 500 line FTEs (All NAMAG mutual
assistance calls subsequent to this were to address both Riley and Quinn)
Supporting documents are set forth in Appendix 1.7.
1.8. VERIFY MATERIALS / STOCKPILES 15
Measure: Insufficient material levels restocked within 24 hours of assessment or 36 hours of start of
restoration.
Criterion: Companies must verify whether storm stocking levels exist based on forecasted level. If
materials are not on hand, the company has 24 hours or until the start of customer restoration, if sooner,
to correct the situation.
In accordance with ERP, Section 5.6, material levels were inventoried and found to be sufficient for the
forecasted storm level. The Company maintains separate storm inventory with minimum stock levels for
specific storm materials requested to have on hand in anticipation of impactful events that may require
additional materials above the normal stock levels. Prior to Riley, the Company verified that all stock
levels for storm materials were met. All other materials needs were met throughout the duration of the
event with no material stockouts recorded. As restoration efforts were still ongoing prior to and up until
the arrival of Quinn, storm materials were continuously replenished and in full stock prior to and
throughout Quinn.
Supporting documents are set forth in Appendix 1.8.
15 Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 17 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
OPERATIONAL RESPONSE
2. DOWN WIRES 16
Measure: Response to downed wires that are reported by municipal emergency officials in less than 18
hours for events with 3 to 5 days customer restoration or less or in less than 36 hours for events with
customer restoration over 5 days.
Criterion: For the purpose of this measure, municipal emergency officials will be defined as members of
the 911 call center, police, fire, and office of emergency management (including Emergency Operations
Center personnel). Response time will be measured from when the call is taken by the utility until the
time it takes the utility to arrive at the location with the intent to fix, make-safe, or stand by a downed
wire. Arrival of a supervisor or other personnel to assess the location and not perform one of the
previous tasks does not meet these criteria unless the down wire is identified as a telecommunications,
cable, or other non-utility owned equipment. In the event the call is taken before utility restoration has
commenced, the start time shall be equivalent to start of the utility restoration.
In accordance with ERP, Section 4.3, the Company mobilized the Site Safety Branch which consisted of
Company personnel and contractor resources.
For Riley, the Company received 158 total down wire tickets reported by a municipal emergency official.
Because Riley led to a restoration period of three to five day, the Company’s target was to respond to all
such down wires within 18 hours of SOR. The Company responded to 113 of these tickets within the 18
hour target. The Company did not respond to 45 tickets within the 18 hours target period. These
response times do not include work that may have been conducted directly with municipalities by the
Priority Restoration Group crews.
For Quinn, the Company received 891 total down wire tickets reported by a municipal emergency
official. Because Quinn led to a restoration period of three to five day, the Company’s target was to
respond to all such down wires within 18 hours of SOR. The Company responded to 671 of these tickets
within the 18 hour target. The Company did not respond to 120 tickets within the 18 hours target
period. These response times do not include work that may have been conducted directly with
municipalities by the Priority Restoration Group crews.
Supporting data is set forth in Appendix 2.
16
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 18 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
3. PRELIMINARY DAMAGE ASSESSMENT 17
Measure: Completion of preliminary damage assessment completed within 24 hours
Criterion: For the purpose of the scorecard, preliminary damage assessment will be an initial assessment
of mainline circuits considered to be heavily impacted based on SCADA readings and/or OMS predictions
as well as circuits serving critical infrastructure known to be without commercial power. Evaluation will
be based on the ability to mobilize and deploy assessors effectively and record findings in a manner that
allows for the development of work packages and ETRs.
In accordance with ERP, Section 4.3, the Company mobilized the Damage Assessment Branch system-
wide which consisted of Company and contractor damage assessor resources as shown below.
Riley 3/2 3/3 3/4 3/5 3/6 3/7
Company 36 21 24 28 15 30
Contractor 26 48 48 42 42 116
Grand Total 62 69 72 70 57 146
Quinn 3/7 3/8 3/9 3/10 3/11 3/12
Company 30 29 44 38 29 44
Contractor 116 118 116 40 40 40
Grand Total 146 147 160 78 69 84
The Company completed system-wide preliminary damage assessment within 24 hours from SOR for
both Riley and Quinn. O&R completed an initial assessment of mainline circuits based on SCADA
readings and/or OMS predictions via partial restoration through the Energy Control Center and/or ability
to mobilize and deploy assessors (including line supervisors, crews and damage assessment spotters).
Supporting documents are set forth in Appendix 3.
4. CREWING 18
Measure: 80% of the forecast crewing committed to the utility within 48 hours from the start of
restoration.
Criterion: For the purpose of this measurement a committed crew will be considered to be a utility,
contractor, or mutual assistance crew on property or en route. Utilities will not be penalized for
17
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
18
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 19 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
acquiring additional resources to assist the restoration as they are released by other utilities.
In accordance with ERP, Attachment 12, the minimum staffing requirements for overhead line, tree and
service restoration, were met and committed to within 48 hours of the start of restoration for both Riley
and Quinn. The Company acquired resources through contractors and the mutual assistance process to
supplement overhead line staffing levels for the declared classification.
Table 4 below also summarizes the crewing mobilized for the duration of both events.
Table 4
Table 5 summarizes the resources acquired through the mutual assistance process, to supplement
Company and Company-contractor overhead line resources along with arrival dates.
Page 20 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Table 5 19
O&R Mutual Assistance Request / Arrivals
600
500 500 500 500 500
500
Mutual Assistance (FTEs)
400
300
200
125 125
100 100
100 40
0 0 0 0
0
Date
North Atlantic Southeast Midwest Great Lakes
Texas Western Requested
5. ESTIMATED TIME OF RESTORATION (ETR) PUBLICATION 20
Measure: Publication of ETRs in accordance with the established protocols.
Criterion: Time periods for evaluation will be measured from the utility restoration start time.
Publication of ETRs in advance of guideline expectations will be awarded additional points.
In accordance with ERP, Section 2.4 and Attachment 3, the Company published Global ETRs for both
storms within 36 hours of SOR. Refer to Appendix 17 for EORS reports for published ETRs.
Riley Quinn
SOR 3/3/18, 0700 hrs. 3/8/18, 0700 hrs.
19 Refer to Table 3 regarding FTEs re-directed to Con Edison due to the severity of the weather event and impact to the Con
Edison Westchester system.
20
ETR publication reflects 90% restoration for NY customers only, and does not include single services or where customer
could not accept service.
Page 21 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Riley ETR Publication:
ETR Type SOR Publication of ETR
Global 3/3/18, 0700 hrs. 3/4/18 2359, hrs.
Regional/County 3/3/18, 0700 hrs. 3/4/18 2359, hrs.
Local/Municipal 3/3/18, 0700 hrs. 3/4/18 2359, hrs.
Quinn ETR Publication 21:
ETR Type SOR Publication of ETR
Global 3/7/18, 1400 hrs. 3/11/18, 2359 hrs.
Regional/County – Rockland 3/7/18, 1400 hrs. 3/11/18, 2359 hrs.
Regional/County – Orange & Sullivan 3/7/18, 1400 hrs. 3/9/18, 2359 hrs.
Local/Municipal 3/7/18, 1400 hrs. Refer to respective County
6. ETR ACCURACY22
Measure: Accuracy of ETRs published in accordance with guidelines.
Criterion: Accuracy of ETR will be determined based on the ETRs published closest to the expectation
contained in the guidelines. For regional/county ETRs an evaluation will be made for each region/county
affected by the event and points will be awarded on a pro-rated basis (e.g. if five ETRs are issued and
four are within a timeband, the utility will score 4/5 of the available points).
The tables below summarize the timestamps for the various ETR levels.
Riley Quinn
Global ETR Assigned 3/4/18, 2359 hrs. 3/11/18, 2359 hrs.
Global ETR Achieved (90%) 3/5/18, 0321 hrs. 3/10/18, 1113 hrs.
21At the time of publication, the impact was predominantly in Rockland County
22ETR accuracy reflects 90% restoration for NY customers only, and does not include single services or where customer could
not accept service.
Page 22 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Riley ETR Publication:
Timestamp at 90%
ETR Type ETR Assigned
Restored
Global 3/4/18 2359, hrs. 3/5/18 0321, hrs.
Regional/County - Rockland 3/4/18 2359, hrs. 3/4/18 0008, hrs.
Regional/County - Orange 3/4/18 2359, hrs. 3/4/18 2018, hrs.
Regional/County - Sullivan 3/4/18 2359, hrs. 3/8/18 2118, hrs.
Local/Municipal 3/4/18 2359, hrs. Refer to respective County
Quinn ETR Publication 23:
Timestamp at 90%
ETR Type ETR Assigned
Restored
Global 3/11/18, 2359 hrs. 3/10/18, 1113 hrs.
Regional/County – Rockland 3/11/18, 2359 hrs. 3/10/18, 1419 hrs.
Regional/County – Orange 3/9/18, 2359 hrs. 3/8/18, 1704 hrs.
Regional/County – Sullivan 3/9/18, 2359 hrs. 3/9/18, 0219 hrs.
Local/Municipal Refer to respective County Refer to respective County
7. MUNICIPALITY COORDINATION
Measure: Coordinate with municipalities regarding electric hazards or utility equipment impeding road
clearing, down wires, critical facilities, etc. in accordance with approved emergency plans. The utilities
are not expected to perform debris and/or snow removal activities that do not involve electric facilities.
Criterion: Evaluation of compliance will include the review of steps taken to communicate with
municipalities, the use and the effectiveness of liaisons, and the ability to integrate concerns raised into
restoration activities.
In accordance with ERP, Section 4.2, coordination and communication with municipalities regarding
electric hazards or utility equipment impeding road clearing, down wires, critical facilities, etc. was
facilitated by the PRG.
In addition, during Quinn, the Company requested the assistance of the National Guard to assist with
site safety in Rockland County.
Supporting documents are set forth in Appendix 7.
23 At the time of publication, the impact was predominantly in Rockland County
Page 23 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
8. COUNTY EMERGENCY OPERATIONS CENTER (EOC) COORDINATION
Measure: Coordinate with County EOCs regarding electric hazards or utility equipment impeding road
clearing, down wires, critical facilities, etc. in accordance with approved emergency plans. The utilities
are not expected to perform debris and/or snow removal activities that do not involve electric facilities.
Criterion: Evaluation of compliance will include the review of steps taken to communicate with county
emergency operation centers, the use and the effectiveness of liaisons, and the ability to integrate
concerns raised into restoration activities.
In accordance with ERP, Section 4.2, the PRG facilitated coordination and communication with County
EOCs regarding electric hazards or utility equipment impeding road clearing, down wires, critical
facilities, etc. The Company provided the Offices of Emergency Management in advance of post-
restoration efforts, a notification of PRG mobilization, reminder information on how to access the team
center, documentation for submittal of their information, as well as means of prioritization of incidents
submitted. Information from County Emergency Operations personnel was incorporated into PRG’s post
restoration efforts.
Supporting documents are set forth in Appendix 8.
9. UTILITY COORDINATION 24
Measure: Coordinate with other utilities (electric, gas, communications, water) regarding critical
infrastructure and efficient restoration in accordance with approved emergency plans.
Criterion: Evaluation of compliance will include the review of steps taken to communicate with other
utilities, the use and the effectiveness of liaisons, and the ability to integrate concerns raised into
restoration activities.
In accordance with ERP, Sections 2.1 and 2.10, the Company coordinated as applicable with neighboring
telephone, cable and electric/gas utilities regarding any potential or actual impacts to their facilities
from the storms.
O&R’s Joint Use Facilities (“JUF”) department throughout both storms coordinated with telephone and
cable company personnel to address any concerns. JUF personnel reported downed telephone and or
cable issues and provided information on restored areas for telephone/cable follow up. Likewise,
telephone and cable companies provided information to O&R regarding down or low wires, as well as
damaged poles (see message below as an example).
24
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 24 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Supporting documents are set forth in Appendix 9.
10. SAFETY25
Measure: Avoidance of any employee or contactor serious injury occurring during hazard storm/outage
and restoration work.
Criterion: For the scorecard purpose, hazard work is defined as any assignments that are directly related
with restoration activities. Serious injuries are defined as injuries occurring while performing hazard work
which result in hospitalization, medical treatment beyond first aid, or death.
During Riley and Quinn, there were zero recordable injuries reported relating to hazard storm/outage
and restoration work.
11. MUTUAL ASSISTANCE 26
Measure: Request made though all sources of mutual assistance within 36 hours from the start of utility
restoration for 3 to 5 day events and 48 hours from the start of utility restoration for events over 5 days.
Criterion: Evaluation of compliance will include the review of mutual assistance request related to line
workers, vegetation workers, damage assessors, wire guards in comparison to peak work levels and
emergency plan requirements.
25
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
26 Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
Page 25 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Mutual Assistance is a Shared Service provided by Con Edison’s Emergency Preparedness Department.
Throughout the restoration periods following both Riley and Quinn (including pre-event, refer to
Measure 1.1), the Emergency Preparedness continued to request resources through various available
sources (e.g., NAMAG, contractors) on behalf of O&R.
In total, and throughout Riley and Quinn, the Company acquired 734 27 FTEs from 20 mutual assistance
resources (621 line FTEs, 19 Tree FTEs, and 94 service restoration FTEs). A summary of all mutual
assistance calls during the restoration period for both storms is set forth below (refer to Table 5 for the
mutual assistance request/arrival summary):
Date / Time Source Notes
February 28, 2018 @ 1634 hrs. NAMAG Call Requested 40 FTEs for O&R
March 1, 2018 @ 1034 hrs. NAMAG Call Requested 100 FTEs for O&R
March 2, 2018 @ 1930 hrs. NAMAG Call Requested 100 FTEs for O&R
March 3, 2018 @ 1030 hrs. NAMAG Call Requested 125 FTEs for O&R
March 4, 2018 @ 1030 hrs. NAMAG Call Requested 125 FTEs for O&R
March 5, 2018 @ 1000 hrs. NYPA/PUMA Call Requested 125 FTEs for O&R
March 5, 2018 @ 1400 hrs. NAMAG Call Requested 500 FTEs for O&R
March 6, 2018 @ 1400 hrs. NAMAG Call Requested 500 FTEs for O&R
March 7, 2018 @ 1500 hrs. NAMAG Call Requested 500 FTEs for O&R
March 8, 2018 @ 1300 hrs. NAMAG Call Requested 500 FTEs for O&R
March 8, 2018 @ 1630 hrs. NAMAG Call Requested 500 FTEs for O&R
March 9, 2018 @ 0900 hrs. NAMAG Call Requested 500 FTEs for O&R
March 9, 2018 @ 1500 hrs. NAMAG Call Requested 500 FTEs for O&R
March 9, 2018 @ 1700 hrs. NAMAG Call Requested 500 FTEs for O&R
Table 6 below illustrates a more detailed summary of the resources acquired:
27
55 FTEs re-directed to Con Edison during Riley (49 FTEs on 3/3 and 6 FTEs on 3/4) due to the severity of the weather event
and impact to the Con Edison Westchester system; 191 FTEs released before arrival during Quinn after reviewing restoration
needs.
Page 26 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Table 6 28
28
55 FTEs re-directed to Con Edison during Riley (49 FTEs on 3/3 and 6 FTEs on 3/4) due to the severity of the weather event
and impact to the Con Edison Westchester system; 191 FTEs released before arrival during Quinn after reviewing restoration
needs.
Page 27 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Note: Most of the mutual assistance crews arrived during the latter part of the day. In most cases, the arriving
crews were checked-in, onboarded, and assigned work the following day.
Supporting documents are set forth in Appendix 11.
12. RESTORATION TIMES 29
Measure: Time it takes utility to restore power to 90% of customers affected
Criterion: Measurement criteria is still being determined
The Company achieved 90% restoration 30 of customers affected as illustrated by the figures below.
Riley Quinn
SOR 3/3/2018, 0700 hrs. 3/8/2018, 0700 hrs.
Global ETR Assigned 3/4/2018, 2359 hrs. 3/11/2018, 2359 hrs.
Global ETR Achieved (90%) 3/5/2018, 0321 hrs. 3/10/2018, 1113 hrs.
29
Restoration time reflects 90% restoration for NY customers only, and does not include single services or where customer
could not accept service.
Page 28 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
Page 29 of 42Orange and Rockland Utilities, Inc.
NYS DPS Emergency Response Performance Scorecard
COMMUNICATIONS
13. CALL ANSWER RATES 31
Measure: Percent of customer calls answered by a live representative within 90 seconds.
Criterion: By properly staffing call centers, utilities should be able to answer over 80 percent of calls
within 90 seconds. Additional points will be given if the call answer rate is over 90 percent. The call
answer time will be measured on a daily basis from the start of the event though customer restoration.
Performance points will be issued on a pro-rated basis.
During the period from 0700 hrs. March 2nd through 1400 hrs. March 7 (Riley), O&R CSRs answered
4,444 electric emergency phone calls, of which 74.9% were answered within 90 seconds.
During the period from 1400 hrs. March 7th through 2359 hrs. March 12 (Quinn), O&R CSRs answered
5,777 electric emergency phone calls, of which 82.4% were answered within 90 seconds.
The Company decided to answer all business calls (non-storm) due to our customers not being able to
conduct any regular business with the Company for 4 full days. Specifically, the Company began taking
regular business calls on March 6 at 0800 hrs. until March 7 at 1630 hrs. On March 7, the outage calls
began coming through again at 1630 hrs. and the IVR was configured back for storm mode until March
12 at 0900 hrs. On March 12 at 0900 hrs., the Company resumed taking regular business calls due to
taking only storm calls for 5 days, in order to allow customers to conduct regular business. Taking
business calls resulted in the Company achieving a lower call answer rate; however excluding those time
periods when the Company allowed regular business calls, the Company achieved the call answer rates
set forth below:
• During the period from 0700 hrs. March 2 through 0800 hrs. March 6 (Riley), O&R CSRs
answered 4,156 electric emergency phone calls, of which 98.0% were answered within 90
seconds.
• During the period from 1630 hrs. March 7 through 0900 hrs. March 12 (Quinn), O&R CSRs
answered 5,677 electric emergency phone calls, of which 98.8% were answered within 90
seconds.
Supporting documents are set forth in Appendix 12.
31
Information is presented on an Orange and Rockland System basis, including both New York and New Jersey.
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