Gas Utility Operations Best Practices Program June 26-27, 2013 Gas Utility Operations Best Practices Program 2013 Emergency Response Best Practices Roundtable AGL Resources, Atlanta, GA Group Discussion Summary – Dispatching/Leak Call Management Facilitator – Judy Smith, CenterPoint Energy

www.aga.org Note: The AGA Operations Best Practices Program is intended to highlight how particular companies may address a specific operational issue and may not include all of the data related to a highlighted practice. The need to implement and the timing of any implementation of highlighted practices will vary with each operator. Each operator serves a unique and defined geographic area and their system infrastructures vary widely based on a multitude of factors, including, condition, engineering practices and materials. Each operator needs to evaluate highlighted practices in light of their system variables. Not all highlighted practices will be applicable to all operators due to the unique set of circumstances that are attendant to their specific systems. Companies are not ranked through this program and no one practice is identified as the best for a particular topic. Copyright & Distribution: Copyright © 2013 American Gas Association. All rights reserved. The AGA Gas Utility Operations Best Practices Program publications are copyrighted, confidential and proprietary to AGA and only available on the member-restricted side of the AGA website. Permission to reproduce or transmit in any form or by any means, electronic or mechanical, including photocopying or recording, or by any information storage and retrieval system any publication or portion of a publication must be obtained in writing from the AGA General Counsel’s Office, GCO@aga.org. AGA Full, Limited and International Members are granted a limited license to reproduce this publication for internal business purposes but not for regulatory or civil matters.

All companies generate calls through a computerized system How are emergency calls received from the call center? Computer system or Phone call/page text message? All companies generate calls through a computerized system Benefits Considerations for Implementation Increase efficiency Streamline your processes Minimize errors Cost Resources Regulatory Companies that utilize this practice (or parts thereof) NW Natural, DTE Energy, TECO Peoples Gas, CenterPoint Energy, Orange & Rockland Utilities, Inc.

How are emergency calls received from the call center How are emergency calls received from the call center? Computer system or Phone call/page text message? No human dispatch intervention. Calls are automatically dispatched directly to the first responder. Benefits Considerations for Implementation Better time management Efficiency Accuracy Data Intelligence Companies that utilize this practice (or parts thereof) Alagasco

Can dispatchers see which staff are available to respond to an emergency call on a map or list of all staff available? How often is this map/list updated and what is its accuracy? Is it GPS or some other map based system (MDSI and other MDT systems have such a feature used at various companies)? Yes, most companies have technology to locate where there technicians are. Benefits Considerations for Implementation Safety Accountability Productivity Cost Compatibility with technology Companies that utilize this practice (or parts thereof) CenterPoint Energy, Southwest Gas Corporation, TECO Peoples Gas, Consumers Energy

Can dispatchers see which staff are available to respond to an emergency call on a map or list of all staff available? How often is this map/list updated and what is its accuracy? Is it GPS or some other map based system (MDSI and other MDT systems have such a feature used at various companies)? AVL technology displays both list and map and refreshes every 60seconds. Benefits Considerations for Implementation Real-time Accountability Safety Better productivity Efficiency Companies that utilize this practice (or parts thereof) Alagasco, NW Natural

How have you utilized the latest technologies to maximize your dispatching process for emergency response? When a call is dispatched it also auto dials the technician’s cell phone Benefits Considerations for Implementation Fail Safe Efficient Accountability Compatibility with technology Cost Timeliness in response Companies that utilize this practice (or parts thereof) DTE Energy

How have you utilized the latest technologies to maximize your dispatching process for emergency response? NetMotion® picks your communication protocols (Cellular, Radio, Wireless) Benefits Considerations for Implementation Consistent communication Less down time Better time management Cost Training Availability of automation Companies that utilize this practice (or parts thereof) Pacific Gas & Electric Company, NW Natural

Cell phone blast out to technicians How have you utilized the latest technologies to maximize your dispatching process for emergency response? Cell phone blast out to technicians Benefits Considerations for Implementation Safety Consistency Timeliness Companies that utilize this practice (or parts thereof) DTE Energy

Radio with man-down technology or panic button How have you utilized the latest technologies to maximize your dispatching process for emergency response? Radio with man-down technology or panic button Benefits Considerations for Implementation Safety Productively Employee well being Companies that utilize this practice (or parts thereof) Pacific Gas & Electric Company

Are dispatch times tracked and monitored against a standard or goal? Dispatch has a management call daily to discuss anomalies Benefits Considerations for Implementation Accountability Talk to responsible parties Drive better efficiencies Drive better process improvement Companies that utilize this practice (or parts thereof) DTE Energy

Have your two systems interfaced to create a seamless workflow How are the CIS (or Call Center System) and your Dispatchers communications used to the best accuracy and efficiency? Have your two systems interfaced to create a seamless workflow Benefits Considerations for Implementation Better time management Increase efficiencies Minimizes errors Minimizes touch points System compatibilities Productivity Cost Companies that utilize this practice (or parts thereof) Group Consensus

Scripted decision tree in your call center How are the CIS (or Call Center System) and your Dispatchers communications used to the best accuracy and efficiency? Scripted decision tree in your call center Benefits Considerations for Implementation Streamlines your process Better time management Increase efficiency rate Time Decision making streamlined Companies that utilize this practice (or parts thereof) NW Natural

Street level mapping in metropolitan areas allows for self routing Is GPS used to track the location of staff on duty? Is it used to calculate which first responder has the least travel time to the leak call or is the geographically closest? Are traffic and one way streets used as a consideration as with some automated vehicle routing systems? Street level mapping in metropolitan areas allows for self routing Benefits Considerations for Implementation Efficiencies Productivities Safety System Compatibility Cost Utilization Companies that utilize this practice (or parts thereof) Consumers Energy

In addition to your GPS a Lone worker process Is GPS used to track the location of staff on duty? Is it used to calculate which first responder has the least travel time to the leak call or is the geographically closest? Are traffic and one way streets used as a consideration as with some automated vehicle routing systems? In addition to your GPS a Lone worker process Benefits Considerations for Implementation Safety Productivity Accountability Companies that utilize this practice (or parts thereof) Union Gas

www.aga.org The American Gas Association, founded in 1918, represents more than 200 local energy companies that deliver clean natural gas throughout the United States. There are more than 71 million residential, commercial and industrial natural gas customers in the United States, of which 92% — more than 65 million customers — receive their gas from AGA members. Today, natural gas meets almost one-fourth of the United States’ energy needs.