Southwest Gas Corporation Chris Sohus, Vice President/Operations AGA Workshop Resource Management and Work Forecasting September 23-24, 2015 Southwest Gas Corporation Chris Sohus, Vice President/Operations

Southwest Gas – Company Overview Victorville Carson City Las Vegas Phoenix Tucson Founded in 1931 in Barstow, CA Headquartered in Las Vegas, NV Largest distributor of natural gas in Arizona and Nevada Also serve parts of California 1.9+ million customers 2,200 employees 5 operating divisions

Customer Distribution Southern California Northern Nevada Southern Arizona Southern Nevada Central Arizona

Diverse Service Territory

Scheduling and Dispatching Scheduling – The process of assigning resources to activities in order to execute a plan. In some cases we forecast the work to be performed a week, month or further in advance. Examples include compliance related inspections and surveys, non-hazardous leak repairs, or customer service field orders. Dispatching – The real-time allocation and movement of resources to perform unscheduled activities. Dispatching typically involves the response of personnel to emergency or high priority events such as gas line breaks, hazardous leak repairs, gas odor calls or gas outage restoration.

Field Operations Management System FOMS – Work Management

FOMS – Customer Service Increase efficiency and automation of work scheduling and dispatching Improve ability to coordinate and facilitate work Provide dispatchers with the ability to manage by exception

FOMS – Customer Service Action Topic State Let’s see where ARM Optimizer fits within the Customer Service Solution Customer Service work comes from CSS into the ARM Optimizer scheduling engines, where the work load is analyzed for the most efficient routing and crew assignment. Work requests are issued to crews; work is reported using the RT Mobile/Field Manager product. Resource Manager sends crew skills and availability data to ARM Optimizer. Central Configuration and Security Administration are used to set system parameters, user access, and crew associations and assignments. Point Out Work created in CSS immediately goes into ARM Optimizer, even if the work request has a specific appointment date/time Crew associations and assignments include identifying the geographic location assignments for the crew

Optimizer Customer Service

Dispatching

Dispatching Five daytime dispatch centers One centralized dispatch center for after-hours & weekends Technology Highly configurable dispatch consoles Six monitors to display multiple applications simultaneously Digital phone system Analog radio system with VoIP

Dispatch Applications FOMS – work management system Telogis – automatic vehicle location ARCOS – roster management/call-out system OCV – Odor Complaint Viewer FieldSmart Viewer – facility maps CSS – Customer Service System

Dispatch Centralization Centralizing after-hours dispatch activities allows Southwest Gas to accomplish these benefits company wide: Enhance business efficiencies and continuity Improve consistency Enhance customer safety/emergency response Optimize field resource management Meet future customer demands

Centralized Dispatch Center

Dispatcher Training In Development Modular, structured training Use technology to enhance and improve training experience Scenario-based training in a realistic simulated environment

Thank you!