NiSource: Getting Close to the Trouble Michael Smith - Technology Team Lead May, 21st 2015

NiSource: Getting Close to the Trouble Agenda Columbia Gas Company Introduction Closest to the Trouble Callout Bull’s Eye (Parameter) Callout Polling Callout Lessons Learned Statistic Example Questions & Answers

NiSource: Getting Close to the Trouble Introduction COLUMBIA GAS COMPANIES - Serving 2.5 million customers across 6 states in 23 territories in Kentucky, Maryland, Massachusetts, Ohio, Pennsylvania and Virginia - Average emergency response time = 25 minutes - 98% response within 60 minutes - 35,030 callouts made in 2014 21,684 Emergency Service Calls 7,729 Plant Crew Callouts 5,495 Service Callouts 122 Other type Callouts - 2,192 Users Administrators Field Leaders Operation Support Specialists Field Technicians

NiSource: Getting Close to the Trouble CTT (Closest to the Trouble) EXPLANATION Multi-Roster CTT (Closest to the Trouble) is divided in groups by geographical areas for each roster list in the callout sequence; within each roster list, the techs are arranged closest to trouble. Responders can be moved anywhere within their respective roster list. Single Roster CTT with ‘Add Locations/Config Classes’ removes the geographical division between each roster list. The techs are, as a group, ordered closest to trouble to farthest away. Responders can still be placed anywhere in the callout order. No roster list groups exist. All responders become one group.

NiSource: Getting Close to the Trouble CTT (Closest To Trouble) BENEFITS Contact technicians ordered by one of the following options: Raw Distance (Line of Sight) Drive Distance Drive Time* Utilize multiple technician groups in a single roster against travel option Effort to reduce response time by reducing distance traveled by technician

NiSource: Getting Close to the Trouble Bull’s Eye (Parameter Callout) DESCRIPTION Bull’s Eye (Parameter) applies driving distance rules against roster lists. Typically one roster list is the emergency responder/standby technician and the remaining list is a pool of remaining response technicians. Rules are created utilizing different levels of distance from the emergency checking rules against both groups. FUNCTIONALITY Rules are created with designed distance radii segments that build out from the job location Roster automatically populates call out roster based on stand-by technician locations and the remaining eligible responders within each radii parameter Organizes technicians within each rule by drive time, OT hours or seniority Effort to balance the readiness of stand-by technicians against qualified responders

NiSource: Getting Close to the Trouble Bull’s Eye (Parameter Callout) STRUCTURE In the example (right) each sequence is a different rule built against either the stand-by responder (Sign-On) or the rest of the qualified responders (Sign-Off) List Status groups. If no technician exists within a rule the system will move to the next rule contacting technicians. After all technicians within a rule are contacted the system will move to the next rule until all position(s) are filled. The radius is flexible based off distances determined by local leadership against each response group. Rules can be duplicated to allow for a second contact to the same group.

NiSource: Getting Close to the Trouble Bulls Eye (Parameter Callout) FEATURES Adjustable filters (Urban vs Suburban vs Rural) Google mapping populates drive time and distance Preference to response groups (primary vs secondary) Eliminate unnecessary calls to technicians outside of reasonable proximity of callout location BENEFITS Contact to appropriate technicians based off groupings & distance to a job for callout Improved quality of life & reduced number of calls to response pools Simplified callout rosters for dispatcher Double calls to stand-by technicians Improved acceptance rates Callouts can end when maximum set distance is exhausted allowing for manual intervention

NiSource: Getting Close to the Trouble Polling Callout DESCRIPTION Polling Callouts are callouts initiated against an entire roster at one time. All recipients of the call are provided information about a future work opportunity and a time at which they must respond to the callout before it closes. The system will collect the responses and identify and assign the job to the proper technicians based on roster rules. Those who accept but are unneeded are notified as well as those who are accepted. BENEFITS Working employees do not need to respond immediately as the callout will collect responses over a specified amount of time. Improved quality of life allowing employees to make necessary contacts to families, check schedules and change commitments if they choose to work. Capabilities to expand ARCOS usage into call centers, dispatching center, future work opportunities for field and outages.

NiSource: Getting Close to the Trouble Lessons Learned WORKING WITH UNIONS Utility Commission Expectations Customer life/property value Response expectations Union Policies Equalization of overtime Language of controlled vs uncontrolled OT Building Understanding Build understanding with Company Leadership Develop with Leadership Demonstrate and discuss with Union Leadership Implement to workgroup Live demonstration Chain explanation (handout) Labor Unions 2011

NiSource: Getting Close to the Trouble Lessons Learned IMPLEMENTATION Minimize Changes Implement in phases Allow enough time to measure results Notate & Track Callout Changes # of stand-by Archive change requests Policies & Reports Vacation issues Stand-by availability Standardize Reporting Quality Assurance & Quality Control Reporting

NiSource: Getting Close to the Trouble Bulls Eye Statistics Example: 9/2014-12/2014 (Rural/Suburban Area) STATISTICS Distance Radii Response Trends Value of 2nd Call Stand-by vs Response Pool