The Big Picture…  Asset management  Outage Management  Member satisfaction  Operational improvements  Safety  Business opportunities

Asset Management Asset Management  Facilitates Improvements In Planning Process  Assists With Load Balancing And Phasing  Improved Maintenance Scheduling Outage Management Outage Management Superior Information Superior Information Shorter Response Times Shorter Response Times Heightened Safety Heightened Safety Employee & Public Employee & Public Real-time Information Real-time Information Improved Communications & Media Improved Communications & Media

Member Satisfaction Member Satisfaction  Choice Of Billing Date  Reduced Billing Errors  Timely Meter Readings  On-line Response To Member Questions  Consistent Billing Periods Operational Improvement Operational Improvement  Improve Line-loss Accuracy  Improve Budgeting Process  Faster Identification Of Outages (Tied Into OMS System)  Timely Meter Readings  Targeted Deployment Of Resources  Verification Of Service Restoration

Operational Improvement Operational Improvement  Improve Line-loss Accuracy  Improve Budgeting Process  Faster Identification Of Outages  Timely Meter Readings  Targeted Deployment Of Resources  Verification Of Service Restoration Improve Safety/Liability Concerns Improve Safety/Liability Concerns  Reduce Safety / Liability Issues For The Co-op: “Bad Dogs” “Bad Dogs” Member Dissatisfaction Due To Disconnects Member Dissatisfaction Due To Disconnects Member Privacy Concerns Member Privacy Concerns Access Issues Access Issues

Business Opportunities Business Opportunities  Ability To Add Web-enabled Services  New Rate Structures: Time Of Use Time Of Use Curtailment Curtailment Load Control Load Control Prepayment Prepayment

You’re such an idiot! Who should we call? Uhh oh, power’s out! Hmmm, Ghostbusters?

Lane Electric had 4 incoming phone lines… and 10,000 members!

4 members were okay cause they got through… 9,996 however, got busy signals, for hours and sometimes days! Frustrated? You bet they were!

Lights went out, members began calling… Lights went out, members began calling… Dispatch called Serviceman and Manager on Call (MOC). Dispatch called Serviceman and Manager on Call (MOC). Serviceman located and evaluated problem and called MOC to begin getting crews assembled and dispatched.Serviceman located and evaluated problem and called MOC to begin getting crews assembled and dispatched. In the meantime, staff and crews reported to office to gather information and head to field. The game was on…In the meantime, staff and crews reported to office to gather information and head to field. The game was on… Eventually, each member got a phone call to verify that power had been restored – no matter what time it was!Eventually, each member got a phone call to verify that power had been restored – no matter what time it was!

Hard keeping track of crewsHard keeping track of crews LEC did that with a map on the wall and yellow post-it notes. Each note had crew names and vehicle numbers. We moved them as crews reported in on the radios.LEC did that with a map on the wall and yellow post-it notes. Each note had crew names and vehicle numbers. We moved them as crews reported in on the radios. If crews left area before all outages were restored, had to go back – Lots of time…If crews left area before all outages were restored, had to go back – Lots of time…

Slow data recon Slow data recon Extended outage times Extended outage times Worn out crews and staff Worn out crews and staff Safety concerns from fatigue Safety concerns from fatigue Lots of overtime Lots of overtime Bad press & PR Bad press & PR Unhappy members Unhappy members Lots of “How do we fix this” discussions Lots of “How do we fix this” discussions FRUSTRATION!!!

A SHIFT FROM WHAT WE’D ALWAYS DONE…

Lane Electric fully deployed an AMI system Lane Electric fully deployed an AMI system Cannon Power Line Carrier (PLC) Cannon Power Line Carrier (PLC) Integrated with NISC iVUE software system Integrated with NISC iVUE software system Out of the box, got a 98% – 99% read-rate Out of the box, got a 98% – 99% read-rate Tied OMS to CIS system seamlessly Tied OMS to CIS system seamlessly Developed a predictive, one-call outage mapping applicationDeveloped a predictive, one-call outage mapping application Live online outage updates posted on LEC web siteLive online outage updates posted on LEC web site Began using the Cooperative Response Center (CRC) for after-hours dispatchBegan using the Cooperative Response Center (CRC) for after-hours dispatch

No more post-it notes No more post-it notes Dual signal AVL system installed in trucks ( cell phone & satellite technology)Dual signal AVL system installed in trucks ( cell phone & satellite technology) ” flat panels to monitor interactive outage activity4 - 50” flat panels to monitor interactive outage activity Real-time outage numbers by zip codeReal-time outage numbers by zip code Color coded for easy identificationColor coded for easy identification

Better, quicker informationBetter, quicker information Crews on site faster Crews on site faster Repairs begin sooner Repairs begin sooner Shorter outage times Shorter outage times Less fatigue, safer employees Less fatigue, safer employees No late night calls – can ping meters before crews leave areasNo late night calls – can ping meters before crews leave areas Know where crews are located Know where crews are located

Members can access from laptop, smart phones, work pc’s, friends and family out of state, etc…Members can access from laptop, smart phones, work pc’s, friends and family out of state, etc… Real-time information Real-time information Great media relations (media progress updates without talking with them – information from web site) Great media relations (media progress updates without talking with them – information from web site) Frequent updates Frequent updates Better overall member communications (CRC updates messages from web site to keep members informed better, faster)Better overall member communications (CRC updates messages from web site to keep members informed better, faster)

Showin’em versus tellin’em – pictures are worth a thousand words… Showin’em versus tellin’em – pictures are worth a thousand words… Here’s what we’re dealing with…

SmartHub provides alerts, outage information, and updates for smart-devices for members who are on the move…

Happier members Happier members Better stewardship of member’s money Better stewardship of member’s money Improved PR Improved PR Effective processes Effective processes Improved safety Improved safety

During the day, the decision as to whether or not CRC is engaged to manage an outage situation will fall on a Manager. After hours, CRC will dispatch remotely based on a specific protocol.

Once CRC has been engaged, a number of things happen: Matt and the board are notified of the outage(s) The local media, local answering service and CRC are contacted to let them know that our website will be updated on a regular basis and that they are to refer to our website, for regular updates. The website will be updated on a regular basis for the benefit of our members, the media and any others who are working the outage; CSR’s, Engineering, etc.

Using as an outage communications tool Benefits: One common message “everyone on same page” One common message “everyone on same page” Regularly updated with new information Regularly updated with new information Reduces the need to be in Operations/Dispatch Reduces the need to be in Operations/Dispatch Allows members and interested parties to find out the status of an event via cell phone, laptop pc’s, neighbors/friends pc’s that have power, at office or work, etc. Allows members and interested parties to find out the status of an event via cell phone, laptop pc’s, neighbors/friends pc’s that have power, at office or work, etc. Provides updates for CRC to develop customer responses Provides updates for CRC to develop customer responses

Logging on to Log on to Internet Explorer or Mozilla Firefox Log on to Internet Explorer or Mozilla Firefox If you do not have LEC’s website set as your home page or if you do not have it as saved as a “favorite”, type in and then hit ENTER. LEC’s website should appear. If you do not have LEC’s website set as your home page or if you do not have it as saved as a “favorite”, type in and then hit ENTER. LEC’s website should appear. Once the site is opened, go the navigation bar and click on Outage Info. Once the site is opened, go the navigation bar and click on Outage Info.

1) Transmission Lines & Substations 2) Major Distribution Lines to Essential Services 3) Large Taps For Greatest Number of Members 4) Individual Homes & Services 5) Will Pick Up Damaged Services Once Repaired

Currently Using Near Future Future