Benchmarking Topic Best Practices Executive Roundtable Presentation JUNE XX, 2013 Benchmarking Topic Best Practices Executive Roundtable Presentation Michigan Gas Utilities Bill Gruhlke Senior Engineer (920)433-1585; wlgruhlke@integrysgroup.com

Company Background Metrics Number of Customers = 166,495 Miles of Main = 3,731 Number of Services = 164,794 Number of Employees = 153

Challenges Historical average response time is 25 to 30 minutes, started slipping a few years ago. Local dispatch moved to central dispatch a few years ago. Response time degraded due to dispatchers not knowing area and local morale. Average response time was different across the districts (5). The difference was mainly in how the people were responding. Using different response protocols – i.e., finishing work versus leave immediately. Semi-rural territory: travel time increases response time, especially in winter

Unique Practices or Processes All first responders are trained to suspend non- emergency work or travel and immediately respond to the leak call. Multiple union job classifications are trained in first response. Notification includes a text message in addition to cell phone call. There is poor cell phone reception in some areas. Have had texts get through while phone call did not. Use of an automated dispatch system after hours reduced dispatch time. (ARCOS) Supervisors are notified when dispatch time exceeds 15 minutes. Supervisor can help direct response.

Highlights that would be included in Roundtable Presentation Suspend all non-emergency work and immediately respond to leak. Multiple first responder training and proper tools needed. More thorough discussion of the after hour dispatch process (ARCOS).

Conclusion Conditioning people to respond immediately. Don’t wait to respond if you’re “almost done”.

QUESTIONS