2014 cr workshop - aep texas website.ppt will notify the cr via markettrak with the opt‐out...

Welcome

AEP Texas Leadership Team

Safety Contact

Improving the Customer Experience

Target: Competitive Retailers

• F2F Executive Meetings • Survey• Workshop• Focus Group‐ – Identify Areas that

Need Improvement New for 2014

Key Improvement Areas Identified in the Focus Group

• Market Notices

Draft ‐Market Notice with Additional Information

SHORT DESCRIPTION: AEP is planning a maintenance outage to upgrade one of our Servers at our AEP Clearing House (EDI Provider) on Saturday, August 16, 2014 and Sunday, August 17, 2014.

INTENDED AUDIENCE: All Market Participants

DAYS AFFECTED: Saturday, August 16, 2014 and Sunday, August 17, 2014.

LONG DESCRIPTION: AEP is planning a maintenance outage to upgrade one of our Servers at our AEP Clearing House (EDI Provider) on Saturday, August 16, 2014 from 1:00 P.M. to Sunday, August 17, 2014 at 1:00 P.M.

Market Impacts:– During the outage, all transactions including MVI, MVO, RN, DN, HAN messages will be affected by

the maintenance needed– and the changes that will be implemented. – ∙ Interval and daily registered reads as well as LSE files will not be impacted during this outage.

CR Action Requested:– Please send all your transactions prior to the outage on Saturday, August 16, 2014 at 1:00 P.M. CST. – All transactions will resume to normal operations on Sunday, August 17, 2014 at 1:00 P.M. CST. – Any transactions sent after Saturday, August 16th at 1pm CST will be held and processed after the

outage. – If a Provider has a power‐on situation or an emergency, we ask that you call our Customer Solutions

Center @ 1‐866‐361‐8846 for assistance.

Thanks again for your cooperation.


• Market Notices• CR Hotline Availability


• Market Notices• Customer Rescission Process• Interval Files – Data Timeliness &

Data Quality

867_LSE Compare Report

High level analysis % Market Compliant #Outside +/‐ 2

9/2 96.59% 17679/3 97.50% 12379/4 97.04% 14279/5 96.42% 18609/8 96.36% 19499/9 97.12% 2969/10 96.89% 26889/11 96.92% 14739/12 96.78% 16179/15 95.7% 22219/16 96.62% 15779/17 97.16% 16389/18 96.28% 17459/19 96.84% 1642

NOTE: These metrics are preliminary as they are still currently being tested

867_LSE Compare Report ‐Filtering

• Service Orders Processing Using Non‐Midnight Meter Reading

• Meter Tampering• Meter Exchanges• Interval

Estimation Routines May Not Align with Registered Reads.

Reasons


• Market Notices• Customer Rescission Process• Interval Files – Data Timeliness &

Data Quality• CR Self Service Tool

CR Self Service Tool ‐Wish ListNew Application which includes the following enhancements:

• Increase an Administrator’s User Abilities• Chat• Tampering Notices – Include Search for ESID• ESID Detail – Switchholds, AMI Indicator, Critical Care

Designation, Service Order History• Investigating LOA Usage Requests• Safety Nets – Upload Spreadsheets

2014 CR Survey Results

• Surveyed conducted in July and August• 57 CRs Responded• > 80% of End Use Customers Represented

Texas Economic and Business Development

Bradley LenzDirector of External Affairs

AEP Texas

AMS Meter Updateand

LSE Data Reliability

October 1, 2014

2014 Accomplishments• 1,034,000 plus meters installed (deployment complete)TNC ‐ Currently working on 500 multi‐meter accounts More than one meter per ESIID Developed IT solution to “bundle” interval data

TCC ‐ 6‐wire accounts have been converted

• Single LSE file extract for SMT and ERCOT

2014 Accomplishments (cont.)

• Re‐architected main batch processing job cutting hours off our processing

• Merged Partial Cut and Gap fill (1 day look back) to replace estimated reads with actuals providing more accurate data

• Return to the system of record for obtaining REP info made the delivery to the correct REP more reliable

2014 Accomplishments (cont.)

• Configured more meters to bring back meter base temperatureMonitoring for “hot sockets”

• Upgraded head‐end systemMinimum disruption

• Integrated Outage Management System with AMS data

Performance

• Enhanced dashboard used to monitor service orders and meter reads‐ SWAMI

• 99% read attainment• 97% service order automationAvoided 739K truck rolls YTD

• LSE file delivery to SMT and ERCOT has been late only once since June 1.

Future Enhancements• More thorough end‐to‐end monitoring of systems and network (meter to market)

• More robust test environment• Faster and more complete delivery of LSE files• New Meter Data Management System• Less discrepancy between LSE and 867• Monitoring app (SWAMI) will allow for both reactive and proactive corrections where the difference between the interval data and the register data is not in compliance

Points to Ponder

• HANNo activity

• SMTGovernance model under review

• Low Income ProgramSeeking Commission guidance

Questions?

AMI Meter Opt Out

Maureen ClantonSupervisor Billing and Accounting Operations

AEP Texas Central ‐ 569

AEP Texas North ‐ 137

July 10, 2014

TOTAL 706

Count of SUB_AREA_CDCount of Mtr Change Issued Count of Ck Amount

Count of Cert Ltr Receipt Revd Back to

AEP

Count of Meter Change to AMI Worked Due to No Response from Cust

Count of AMI Meter Change Still Pending

El Campo 164 29 24 4 25 22Kenedy 166 34 31 3 28 22 1Beeville 167 42 39 2 39 21 3Pharr 169 31 26 6 24 16 1

Port Isabel 170 38 37 1 21 23 6Harlingen 171 64 47 15 45 31 12

Rio Grande City 172 3 3 2 3McAllen 173 53 47 5 42 34 10

Brownsville 174 2 2 2 1 1Mission 175 70 56 12 56 37 13Edinburg 176 26 18 7 21 12 1Laredo 177 41 37 3 26 31 1Pearsall 178 4 3 1 4 1Uvalde 180 8 6 1 6 4

Eagle Pass 181 2 2 2Pleasanton 182 23 22 1 18 12 4

Bay City 199 40 31 3 30 24 2Weslaco 200 28 22 4 20 18 2Zapata 201 2 2 2

Falfurrias 202 3 3 3 3Freer 203 1 1

Refugio 206 16 15 1 12 8 1Edna 207 9 7 2 8 5

Grand Total 569 481 71 434 330 58

17 Accounts that we are still special handling

AEP Texas Central‐ 569Due Date – Sept 10th

AEP Texas North – 137Due Date – Sept 16th

SUB_AREA_CD Count of SUB_AREA_CDCount of Mtr Change Issued

Count of Ck Amount

Count of Cert Ltr Receipt Revd Back to

AEP

Count of Meter Change to AMI Worked Due to No Response from Cust

Count of AMI Meter Change Still Pending

Abilene 185 1 1 1

Childress 186 1 1 1

Cisco 187 8 7 1 6 5

Clyde 188 1 1 1

Hamlin 189 1 1

Matador 190 2 1 1 1 1

Stamford 191 1 1

Vernon 192 1 1 1 1

San Angelo 193 2 2 1 1

Ballinger 194 3 2 1 2 2

Marfa 195 97 83 14 93 48 15

McCamey 196 5 5 4 3

Menard 197 11 8 3 9 2 3

Knox City 204 3 2 1 3 2

Grand Total 137 113 24 123 64 19

Process Going Forward for Customer’s with AMI Meters

Customer may contact our Customer Solution CenterCR’s can contact CRR or their Account Manager Customer Name Customer Mailing Address

BAO will mail the customer a Non‐Standard Meter FormBAO will process the request after payment & form completionCRR will notify the CR via MarketTrak with the Opt‐Out Notification

ClearinghouseOperationsUpdate

2014 CR Workshop

October 1st, 2014

Customer Choice Processes & Systems • Provide support to Provider Relations and Customer Services groups

– Research and resolve process and system issues – MarkeTraks

– Prioritize break‐fix and enhancement requests

• Manage EDI Choice systems and transaction processing ‐ AEPCH

– Assure compliance with EDI market standards

– Perform EDI flight testing and certify new REPS

– Participate in market working groups and commission workshops

– Execute yearly disaster recovery system testing

• Prepare IT capital project work requests

– IT Business cases and work requests

– Perform user acceptance testing

• Manage the PJM supplier load carve‐out

• Implement and coordinate Sarbanes – Oxley audit controls

What Is AEPCH?AEP Market Data Clearing House

• Suite of applications that handle the transfer of information between Choice Market participant systems and AEP systems.• Enrollment and Switching of Customers

• Service Order Requests and Acknowledgements

• Billing and Usage Data / LSE files to SMT

• Load Estimation and Reallocation for non‐ERCOT markets

• On average the AEPCH processes over 6 million EDI transactions monthly – over 13 million including internal messaging

• AEPCH and help‐desk support is managed by staff 6 days a week with 24/7 on‐call support.

AEPCH Processing Overview

AEPCH is the transactional interface between AEP systems and the markets AEP supports

LSEFiles

November 7th, 2012• “Perfect Storm” EDI Processing outage

– Outage impacting operations over 12 hours

– EDI processing halted: Priority service orders had to be manually processed to AMS systems

– Competitive Retail Relations staff called out at midnight to process orders

– Clean‐up of processing environment continued into 11/9

• Root Cause Assessment Performed

– Five separate system issues all occurred on the same day

– Ranged from as simple as corrupt config file used in registration outage to system batch processing constraints

• Remediation Plan Identified and Now Fully Implemented

– Tasks prioritized based upon impact to operations

– Multiple systems and middleware

– Upgrades requiring multiple planned outages

Processing Improvements Implemented1. Middleware between AEPCH and CIS upgraded

2. CIS Batch Timing and Capacity Improvements for Service Orders

– Improved thru‐put and speed of order processing from the market

3. AEPCH Batching / Transaction Splitting

– Optimizes EDI traffic out of AEPCH

– Allows quicker processing of TX priority orders

4. AEPCH EDI Translator Upgraded

– Further decreased EDI processing time through AEPCH

5. Over 40 System Job Monitors and Alarms Now Implemented

– Critical middleware jobs between systems

6. Additional CIS Controls for Usage Transaction Files

– Verification that usage transactions are created at time of

billing from CIS and large power billing systems

7. AEPCH Servers Life‐cycled– 8 Unix machines and 10 Intel machines (test, dev., QA and prod.

regions)

– 29 Oracle databases and 5 SQL server databases

– 8 major applications

– 15 Billion rows / 750 gigabytes of data

– 334 user acceptance test cases executed

– Over 760 hours of system performance testing and tuning

8. Improved Timeliness of Initial Responses– Added tracking and Increased batch frequencies to provide initial

response to market more timely to reduce manual work‐arounds.

Processing Improvements Implemented

Results

• Processing of 650 Prepay and Priority through AEPCH – Prepay - over 99% within SLA last four months running.

– Priority - 100% within SLA five out of seven months – 100% last three.

• Move-Ins processed through AEPCH over 99% of SLA all year• Reduction in unplanned outages since server

upgrades complete

Other Improvements In‐Flight

• ERCOT Failover Process for 867 Transactions• Process 867 transactions in the event of ERCOT outage

• Testing functionality now

• Upgrades to AEP’s REP Payment Invoicing System– Balances payments made against invoices and detail EDI

transactions

– Additional payment transaction controls and monitoring

– Modification for capacity thru-put.

• AEPCH Stacking Automation– Automation of manual EDI routing and prioritization processes

Questions or

Comments ?

Market Information System (MIS) Reports/Extracts

October 1, 2014

What is MIS?• MIS is the acronym used for the Market Information System.

• MIS can be found at https://mis.ercot.com/pps/tibco/mis/ or on the home page of ERCOT.com under ‘View Other ERCOT Websites’.

• MIS is securely authenticated by the use of the digital certificate, which is assigned based on entity type and DUNS configuration.

• MIS contains links to all external deliverables for information specifically required by Nodal Protocols and Other Binding Documents. Per Nodal Protocol 12.2(4), ERCOT may not use the MIS to post information beyond that specifically required in these protocols.

• MIS is a centralized Portal for access to information, data and applications.

Data and Information Classification Types

• Public

• Public data is available on the MIS with corresponding links on ERCOT.com.

• Secure

• Secure data is data accessible to all MPs possessing a valid Digital Certificate.

• Certified

• Certified data is DUNS number specific data. In addition, the proper roles are needed to download this data.

Market Information System Homepage

Overview

• What are Reports and Extracts?• How are they scheduled/set up? • Where do I find them?

–Delivery Methods–Public vs. Market Participant Specific Reports and Extracts

• What information is available in the Retail Extracts and Reports?

• How do MPs request additional information?

• Supplemental data to allow Market Participants a view into ERCOT's operational and commercial systems

What are Reports and Extracts?

DDL files are provided in the MIS public folder to structure a database

Extract files in .csv format that contain either Public Market data or Market Participant specific data, delivered in a zip file

•

•

Reports and Extracts IndexDynamic alphabetical listing of reports available to the Market Participant based on availability of data. Access to data based on role assignment by the company’s USA.

Information Available in Retail MP Specific Reports and Extracts

• IDR/NIDR 867_03 Activity Report (LSE/TDSP)Contains a loading response (successful or rejection) for each

867_03 attempting to load into ERCOT’s settlement system

• 867 Received on Cancelled Service Orders (RCSO) Report (TDSP) Identifies instances where ERCOT has received either an 867_03F

Monthly Usage Final Read or 867_04 Initial Meter Read Notification on a service order which is cancelled in ERCOT’s system


• ESI ID Service History & Usage Extract (SCR727) (LSE/TDSP) Must be scheduled by MP– Provides Market Participants (MP) ESI ID level data that ERCOT

uses in Market settlement as well as the data needed to perform shadow settlements

• Default Profile ESIID (LSE/TDSP)– Provides CRs and TDSPs a listing of the ESI IDs (both NIDR and

IDR) that received the non – adjusted default profile for the settlement estimation purposes

• IDR Requirement Report (LSE/TDSP)– Displays the Electric Service Identifiers (ESI IDs) that are

currently non‐IDR metered, but that need IDR meters installed because they have exceeded the peak demand threshold

• Interval Data LSE Activity Report (TDSP)– Created as a result of AMS transactions attempting to process

into ERCOT's Settlement and Billing system. The report includes information regarding both successful and failed data loading attempts of an individual LSE file.


• Mapping Status Reject Report (LSE/TDSP)– Provides CRs and TDSPs a method for identifying those files that

ERCOT has rejected due to mapping status errors. Mapping status errors are defined as not passing Texas SET Validation


• Siebel Service Order Extract (LSE/TDSP) Must be scheduled by MP

– Provides customer registration information on ESIID Service Orders within the Siebel Registration System. Also provides CRs and TDSPs with the ability to verify ESI IDs order information where they are the current or pending Rep of Record or applicable TDSP

• Supplemental AMS Interval Data Extract (LSE/TDSP) Must be scheduled by MP

– Provides Market Participants their AMS interval data loaded at ERCOT systems. Contains the fifteen minute interval data reads for ESIIDs that have Advanced Meters installed at the premise.

• Supplemental IDR Required Interval Data Extract (LSE/TDSP)Must be scheduled by MP

– Provides Market Participants their IDR required interval data loaded at ERCOT systems


• Weather Responsiveness Change Report (TDSP)– Provides MPs a list of IDR ESIIDs that have Load Profile IDs which

are required to change from weather sensitive to non‐weather sensitive or vice versa.

• Missing Consumption Report (TDSP)– Identifies ESI IDs for which ERCOT has not received

consumption data within 38 days

Market Data Transparency

Please refer to the market data transparency user guide for the following:

– Detailed descriptions of each MDT web service– Input requirements and options– Scheduling frequency– Output types/data– Delivery

http://www.ercot.com/services/mdt

ERCOT Market Information List (EMIL)

EMIL can be used for a variety of reasons including:

• Obtaining details for each published item such as applicable Protocol sections or Market Guide requirements

• Acquiring Report Type ID for the ‘Get Report’ Web Services

• Attributes/Description on all required deliverables

• MIS location information

Supporting Documentation

ERCOT.com and MIS User Guides:

• Available under Key Documents at http://www.ercot.com/services/mdt/

• Available on the Services Landing Page in the Supporting Information Portlet.

EMIL

• Contains information on all required external deliverables as required by Nodal Protocol 12.2(4). EMIL can be accessed via the following link: http://www.ercot.com/services/mdt

Questions?

Energy Efficiency/Demand Response

Robert Cavazos, Manager EE/DR ProgramsMonica Craig, EE/DR Coordinator

Melissa Proske, EE/DR Coordinator

Energy Efficiency/Demand Response

• Introductions• How energy efficiency can help you and your customers• Program Portfolio consists of 12 Energy Efficiency Programs• CoolSaver A/C Tune‐Up and SMARTSource Solar PV Programs• Energy Efficiency Quiz

Energy Efficiency Quiz• In an incandescent light bulb, what percentage of the electricity consumed actually results in light? A. 75 ‐ 85%B. 50‐60%C. 10 ‐ 15%D. 25 ‐ 35%

C. 10 ‐ 15%

ENERGY TIP: 85 to 90% of the electricity used by incandescent bulbs is actually used to produce heat. Upgrade any incandescent bulbs in your home to CFLs or LEDs, which are just as bright but generate about 70% less heat

Energy Efficiency Quiz

• In a typical house, how much of the air that moves through the duct system is lost due to leaks, holes, and poorly connected ducts? A. 5%B. 25%C. 10%D. 20%

D. 20%

ENERGY TIP: Poorly performing ducts can lead to higher summer and winter utility bills and make it difficult to heat or cool certain rooms in your house.

Energy Efficiency Quiz• How much does the average household save on their energy

bills by making simple energy‐efficiency improvements? A. 2 to 4%B. 5 to 10%C. 20 to 30%D. 40 to 50%

C. 20 to 30%

ENERGY TIP: Installing electric plug and switch sealers and sealing plumbing penetrations are a couple of ways to help save.

Energy Efficiency Quiz• Which of the following can be major sources of air leaks in

your home? A. Recessed lightingB. Door and window framesC. Dropped ceilingsD. All of the above

D. All of the above

ENERGY TIP: Air leaks are commonly found in all of these areas. Openings in floors, walls, and ceilings are the biggest source of air infiltrations, together making up about one‐third of air infiltrations.

Energy Efficiency Quiz

• Which of these measures is recognized as the most efficient energy‐saving expenditure?A. CFL bulbsB. A water heater blanketC. Wool carpetingD. Insulation

D. Insulation

ENERGY TIP: Proper insulation helps keep your home cool in the summer and warm in the winter. Inadequate insulation is a leading cost of home energy waste!

Energy Efficiency Quiz• Which is the most important factor to consider when selecting insulation

for your home? A. Thickness of the insulationB. R‐value of the insulationC. Material of the insulationD. Method of installing the insulation

B. R‐value of the insulation

ENERGY TIP: The “R” in R‐value refers to the material’s resistance to heat flow, so a higher R value indicates a more effective insulation.

Energy Efficiency Quiz• What area generally constitutes the highest portion of your

monthly office electricity bill?A. LightingB. Air conditioningC. Computer useD. Microwave & refrigerator use

A. Lighting

According to Energy Star, Lighting is generally the most significant portion of your electric bill. Installing occupancy or vacancy sensors can help.

Energy Efficiency Quiz• Setting an automatic thermostat to adjust temperature

according to business hours can save a lot of money for the office. Just how much are we talking about?A. 5%B. 10%C. 15%D. 20%

B. 10%

By turning a thermostat up or down 10 to 15 degrees for eight hours each day, you can save almost 10 percent a year on your heating and cooling bill.

Energy Efficiency Quiz• Most HVAC units constantly under‐perform

o Trueo False

True for both newly installed/replaced units and existing units that recently had a tune‐up

Dirty Condenser Coil Dirty Blower

CoolSaver A/C Tune‐Up ProgramMost HVAC contractors do NOT use industry best practices, instruments for tune‐ups, maintenance, or unit installations

• How does the CoolSaver Program differ?o Clean all components, inside and outsideo Get the airflow RIGHT! o Get the refrigerant charge RIGHT! o Quality Assurance inspections/corrections o Pays incentives

CoolSaver A/C Tune‐Up Program• CoolSaver versus “typical tune‐up”

CoolSaver A/C Tune‐Up Program• Customer Benefits

o Improved comfort and airflow

o Increased system capacity

o Potentially longer equipment life

o Lower energy bills

o Confidence system is running properly

Customer Satisfaction

SMART Source Solar PV Program

• Benefits of Installing Solaro Designed to help customers meet a portion of their energy needso Utility pays incentives to help offset the initial cost of installationo Possible energy tax creditso Environmentally‐friendly o 20+ year life

SMART Source Solar PV Program

• How to participate:o Choose a qualified solar pv installero Submit a proposal with applicationo Wait for project approvalo Funding is reservedo Construction may begino Upon completion, project may be inspectedo Customer signs an Interconnection Agreement with AEP Texaso Incentives are paid

Energy Efficiency as a Win Win

• Benefits to Retail Providers – May be used to educate customers– May increase customer satisfaction– May help with customer retention– May help with customer acquisition

• Questions?

METER TAMPERING

AEP TEXAS REVENUE PROTECTION TEAM

• Corpus Christi Martin Magana• Victoria Perry Hutchinson

• Rio Grande Valley‐ East David F Garcia• Rio Grande Valley‐West Andrew LeBoeuf

• Laredo South Hugo Garcia• Laredo North Ruben Lopez

• Abilene/San Angelo Monty Pueschel

RESOURCES USED TO FIND TAMPERING

• 1. COMMAND CENTER IS OUR LANDIS AND GYR HEADIN SYSTEM WHICH IDENTIFIES MTR EVENTS FOR US.

• 2. OUR BILLING DEPARTMENT SENDS OUT ORDERS IN THE FORM OF (IO12’S) FOR OUR METER SERVICERS TO FIELD INSPECT FOR LOW USAGE ,ZERO USAGE , AND TO CHECK FOR STOPPED METERS.

• 3. METERS GOING LOST (NON‐COMMUNICATING) IN COMMAND CENTER WILL NORMALLY GIVE US JUMPERS IN PLACE OF THE AMI METER .

4. Disconnected Meters Report –ACTIVE DISC ACCTS OR FINAL ACCTS, TAMPERING FOUND JUMPERS LINE TO LOAD, THE USE OF A STOLEN METER.

• 5. AMIGO (in house software program) that alert us on meter events. TAMPERING WE FIND ARE INVERTED METERS, AND TEST MODE SWITCH STARTED AND STOPPED .

• 6. METER DATA MANAGEMENT (data warehouse for historical usage) PROVIDES INFORMATION BASED ON: USAGE, LOADS, VALIDATES INFORMATION, STORES IT, AND ESTIMATES . WE ARE FINDING RESISTORS INSIDE THE AMI METER.

Resistor installed

Billing Dept. routes orders to check for ZERO USAGE/LOW USAGE

Disconnected plug

METERS GOING LOST (NON‐COMMUNICATING METERS) IN

COMMAND CENTER

DISCONNECTED METERS REPORTJUMPERS /STOLEN METER

Jumpers

AMIGO (IN‐HOUSE SOFTWARE PROGRAM) TEST MODE STARTED/STOPPED

Probe access in wrong position

Test mode switch engaged

Enclosure seal missing

METER DATA MANAGEMENT‐DATA WAREHOUSE

Resistor

• (picture removed intentionally)

QUESTIONS

Paul Demmy, P.E.Engineer IIIMeter Engineering1 Riverside Plaza Columbus, OH

Competitive Retail Workshop Oct. 1st 2014

Corpus Christi, Texas

Energy Diversion by Implanting Resistors

Implanted Resistor on Current Transformer Secondary

Meter Lab Testing on Tampered Meter

Signal Profiling of Power Factor vs Amps

NormalTampered ‐ Resistor

Input: AMI Data+ Analysis:

Feedback + AMI Data with SAS

Output: Orders for Field

Investigations

Feedback: Meter

Electrician’s Findings

+

Feedback from Field Investigations

Feedback: No Issues – Inductive Load

Load Profile –Indicates no theft

Load Research

Monthly Load Factor = Average kWh / Monthly Peak kWh

IF Monthly Load Factori /Monthly Load Factor(i‐1) > 2

Filters suspect power factor list by analysis of Load Profile then apply findings to commercial accounts.

537 Resistor found since March 2014 and several arrested

Training on Distribution Electrical Equipment

Mark YoungTraining Specialist

Anatomy of an Electrical System

• Generation of Electricity• Transmission system• Distribution Systems • Transformers

Service Restoration

• Communication• Leading Causes of Outages• Obstacles to Restoration• Hands On !!!!

• Transformer:

• An electrical device that changes one value of AC voltage into another value of AC voltage.

Breaker 3

Breaker1

Circuit Breaker 2

Service Restoration

• AMI System Generates Notice to the ESO (2)• ESO Dispatch’s First Responder to Outage• First Responder Arrives at location,• Provides Initial Details, Including F.E.T.R

Recent Incident of Aggression

• Date: September 8, 2014 While reading meters, I stopped on the roadway to talk to a friend passing by on an ATV. At this time, a customer came out of a camper, yelling and complaining about the power being off all day. I explained to the customer that the power was off due to the Aerial Saw cutting the right of way. The customer continued to use profane language as he complained about the power being off, he then started to cuss me and threaten me and demanded that I leave and go on down the road. The customer continued to cuss me and demanded that I leave immediately. I turned to my friend asking if this customer was serious, at that time the customer ran up to me hit me in the face. I reacted by grabbing his hand after he hit me and threw him to the ground

holding him down until he stopped fighting.

Transformer

Fuse ( Open )

Now it’s Your Turn !!!

Thank you

For Your Participation !!!

Storm Restoration andMeter Install Process

Robert De LeonManager Region Support

Responding to a Major Event

Robert De LeonManager Region Support

AEP Texas

Pre Storm Activities• Activate Storm Team

– Establish Regular Prep Briefing– Employees execute assigned storm roles– Perform Critical Field Functions Only

• Delay Service Order Processing• Non Emergency Activities

– Prepare Communication• Market Notice of Storm Activation• Critical Care Notification• General Storm Preparedness

Pre Storm Activities• Resources Acquisition

– Use Historical Model to predict resource need– Secure Resources

• Other AEP Companies• On Property Contractors• Storm Contractors• Mutual Assistance Groups (TMA)

– Pre Stage Crews• Assessors• Forestry• Line

Post Storm Activities• Assessment

– High Level (first 24 hours)– Detail Assessment (24 to 72 hours)

• Confirm Resource Needs• Prioritize Activities

– Safety– Essential Services– Circuits

Prioritizing Post Storm Activities

• Safety– Investigation and mitigation of hazardous

conditions with the emphasis on electrical hazards such as downed wires or broken poles

– All circuits and equipment is considered energized at full voltage until de-energized, tested and grounded

149


• Essential Services– Hospitals, clinics, nursing homes, community

shelters, etc.– City headquarters and police facilities– Water pumping plants and stations– Disposal plants and lift stations


• Circuits– Transmission circuits resulting in cascading

station outages– Station outages affecting numerous circuits

with high customer counts– Distribution feeder circuits with high

customer counts

Post Storm Activities

• Communication– Daily External Communications

• Media/Customers• REPs• Local and State Agencies

– Develop ETR • Event • Zip Code

Post Storm Activities

• Lesson Learn Meetings– What Went Well– What Needs Improvements– Assign Action Items

• File a Storm Summary Report with PUC– Resource Requested – Outage Timeline– Lesson Learns

Last Major Event

• Hurricane Dolly (2007)– Category 2 Hurricane– Made landfall in South Padre Island, Tx– Impacted 11 counties– 212,000 Customer Out at Peak– Damage

• 1000 Distribution Poles• 55 Transmission Poles

– 8 Day Restoration

ERP Improvements

Industry Challenges

• Recent storms have brought a critical eye to the way utilities and various agencies respond to storms and other emergencies.• Super Storm Sandy• Hurricane Irene• June 2012 Derecho

Key Challenges

• Increase State and Federal Involvement• Communication with External Entities

• Communication Gaps• Miscommunication by Organizations• ETR Accuracy

• Scrutiny on Restoration Activities• Duration• Storm Cost

ERP Improvements

• Implement the Incident Command System• Technology Deployment• Restoration Process Improvements

ERP Improvements

• Incident Command System (ICS) – ICS is a nationally used, comprehensive approach to incident management. • Defines and limits the focus of employees• Aligns with Government Agencies• Provides common terminology

ERP Improvements

• Technology Deployment – Electronic Assessment tool– Provide ETR on the Web and mobile devices

• Process Improvement – restoration processes

• Drills– Execute Table Top Exercise to ensure employees are prepared.

New Service Installation Process

New Service Process• Customer contacts AEP for ESI creation• AEP contacts customer to confirm new service requirements– Move In from REP– City/County Electrical Inspections– Confirm customer contact information

• AEP determines requirements for provide service– Office Determination– Field Determination

Reasons for Construction

• Installation of new Poles and Conductors• Installation of Transformers• Special Metering

Construction Process

• Engineer creates a design to install required facilities

• Order is route to field for completion• Meter is installed when Move In and Electrical Inspection are received

Complete Unexecutable after 10 days

• If construction is required , the Move In is completed unexecutable to notify the REP of the construction requirement.

• If customer is not ready for service at the time AEP attempts to install meter.

2014 Move In Data

• YTD August 2014– 7087 Move In Requests– 31% required construction

Completion of AMI DNP Orders

Completion of DNP Orders

• Orders are completed as requested on the 650 Service Order and applicate fees are applied.– ROL are complete at Meter if AMI System is Operations.

– At Pole are routed to the field for completion at the Pole and the applicate fee is applied.

Corporate Communications

Omar LopezCommunications Consultant