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 – Field Response Facilitator – Michael Romein, Consumers 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.

Home-based service employees How have you established the best coverage and placement of staff for low travel time yet maximum utilization of work force (minimizing stand by time)? Home-based service employees Benefits Considerations for Implementation Quicker response Dedicated resource Less travel time Better employee morale Increased cost Increased liability Logistics Companies that utilize this practice (or parts thereof) Alagasco, UGI Utilities, SEMCO Energy, Consumers, DTE Energy

When employee is on-call, they take the vehicle home with them How have you established the best coverage and placement of staff for low travel time yet maximum utilization of work force (minimizing stand by time)? When employee is on-call, they take the vehicle home with them Benefits Considerations for Implementation Quicker response Dedicated resource Less travel time Increased cost Increased liability Logistics Companies that utilize this practice (or parts thereof) DTE Energy, Alagasco, Consumers, SEMCO Energy, National Fuel, UGI Utilities, Xcel Energy

Requirement to respond to a certain percentage of emergencies How have you established the best coverage and placement of staff for low travel time yet maximum utilization of work force (minimizing stand by time)? Residency requirements for first responders who take vehicles home or are required to cover certain areas Requirement to respond to a certain percentage of emergencies Benefits Considerations for Implementation Quicker response Productivity considerations Urban vs rural Union issues Liability Logistics Training/required trips to the office Time requirements Work scheduling Relationship/knowledge sharing Companies that utilize this practice (or parts thereof) All companies

First responders can grade underground and aboveground leaks Can your first responder (customer service) employees grade underground and above ground leaks? First responders can grade underground and aboveground leaks Benefits Considerations for Implementation Resource savings Cost savings Reduces standby time Public safety Training Leak survey equipment Possible reduction in customer satisfaction, missed customer commitments or extended commitments booked Staffing requirements Consistency in grading standards among all utilities Companies that utilize this practice (or parts thereof) NW Natural, Southwest Gas, Black Hills Energy, Consumers Energy, SEMCO Energy, PG&E, National Fuel

How specialized are your first responders How specialized are your first responders? Do they go through the same training? First responders are trained and qualified to investigate, assess and take safety action Benefits Considerations for Implementation Public safety Determining required action Training Urban vs. rural Companies that utilize this practice (or parts thereof) All companies

Do you utilize HVAC contractors, pipeline contractors or Fire/Police for First Response in remote locations? Qualify and utilize contractors for emergency response in addition to your company workforce Benefits Considerations for Implementation Peak workload shaving Quicker response Union issues Use of retired employees Equipment/vehicles necessary Contractor workload Certification of equipment Drug and alcohol program Companies that utilize this practice (or parts thereof) NiSource

Do you utilize HVAC contractors, pipeline contractors or Fire/Police for First Response in remote locations? Utilize contractors as first responders and follow up with company employees to complete the emergency response Benefits Considerations for Implementation Quicker response Public safety More available workforce Union issues Contractor availability Companies that utilize this practice (or parts thereof) Southwest Gas

Do you utilize HVAC contractors, pipeline contractors or Fire/Police for First Response in remote locations? Fire department’s response considered as first response in difficult to access situations due to weather in remote locations (dispatch using them as an agent of the company) Route CO calls to local 911 and support as requested (not just remote locations - company wide) Benefits Considerations for Implementation Public safety Quicker response Training Qualification Willingness of fire department to partner Companies that utilize this practice (or parts thereof) Nicor Gas

Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. Sending alerts (IM, text, mass emails, cell calls, etc.) to first line supervisors in the field. Report at the end of the day to confirm receipt of message. Benefits Considerations for Implementation Resource planning Quicker form of communication Importance on public safety Inbound call volume is already high General rule of 3-3-30, 3 topics, 3 sentences, 30 words Companies that utilize this practice (or parts thereof) Integrys, Enbridge, National Fuel, Alagasco, Citizens Energy Group

Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. Notifying fire department and other external agencies of multiple reports of odors Benefits Considerations for Implementation Coordinated response Public safety Quick escalation Assistance with determination of source Direct line to Dispatch Center from Fire department Ensure direct line could be re-routed to the back-up site Companies that utilize this practice (or parts thereof) Enbridge, NW Natural, National Fuel

Enter all the calls regardless of how many you get Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. Enter all the calls regardless of how many you get Benefits Considerations for Implementation Documentation Assure safety Trending analysis Companies that utilize this practice (or parts thereof) All companies

Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. When receiving large number of calls for a single false odor, exclude (and explain) those from the leak response average Benefits Considerations for Implementation Truer picture of your leak response average Reporting requirements Companies that utilize this practice (or parts thereof) Duke Energy, NiSource, Consumers Energy

Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. Respond to inside leaks first. Consider opening the EOC to secure additional resources and facilitate company response Staged EOC approach depending on the severity/number of calls of the event Benefits Considerations for Implementation Public safety Quicker response Consider your threshold level Companies that utilize this practice (or parts thereof) Southwest Gas, Nicor Gas, UGI Utilities

Billing for repeat offenders such as industrial plants Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. When a repeat source is identified, coordinate with external agencies (fire department, public officials, other government agencies, etc.) to mitigate future occurrences. Billing for repeat offenders such as industrial plants Benefits Considerations for Implementation Elimination of future leak calls Forming partnerships Companies that utilize this practice (or parts thereof) Consumers Energy, DTE Energy, NiSource

Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. Automatic escalation of leak response (additional resources being sent) to known locations of high consequence Benefits Considerations for Implementation Quicker response of the additional resources Public safety Staffing requirements How you identify high consequence Companies that utilize this practice (or parts thereof) Southwest Gas, NiSource

Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls. Heat maps of where multiple leaks typically come in and staffing appropriately Benefits Considerations for Implementation Quicker response Cost savings Visibility of the information Analysis required Workforce availability Companies that utilize this practice (or parts thereof) DTE Energy

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.