1. 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 – Dispatching/Leak Call Management
Facilitator – Judy Smith, CenterPoint Energy

2.
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, 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.

3. All companies generate calls through a computerized system
How are emergency calls received from the call center? Computer system or Phone call/page text message?
All companies generate calls through a computerized system
Benefits
Considerations for Implementation
Increase efficiency
Streamline your processes
Minimize errors
Cost
Resources
Regulatory
Companies that utilize this practice (or parts thereof)
NW Natural, DTE Energy, TECO Peoples Gas, CenterPoint Energy, Orange & Rockland Utilities, Inc.

4. How are emergency calls received from the call center
How are emergency calls received from the call center? Computer system or Phone call/page text message?
No human dispatch intervention. Calls are automatically dispatched directly to the first responder.
Benefits
Considerations for Implementation
Better time management
Efficiency
Accuracy
Data Intelligence
Companies that utilize this practice (or parts thereof)
Alagasco

5. Can dispatchers see which staff are available to respond to an emergency call on a map or list of all staff available? How often is this map/list updated and what is its accuracy? Is it GPS or some other map based system (MDSI and other MDT systems have such a feature used at various companies)?
Yes, most companies have technology to locate where there technicians are.
Benefits
Considerations for Implementation
Safety
Accountability
Productivity
Cost
Compatibility with technology
Companies that utilize this practice (or parts thereof)
CenterPoint Energy, Southwest Gas Corporation, TECO Peoples Gas, Consumers Energy

6. Can dispatchers see which staff are available to respond to an emergency call on a map or list of all staff available? How often is this map/list updated and what is its accuracy? Is it GPS or some other map based system (MDSI and other MDT systems have such a feature used at various companies)?
AVL technology displays both list and map and refreshes every 60seconds.
Benefits
Considerations for Implementation
Real-time
Accountability
Safety
Better productivity
Efficiency
Companies that utilize this practice (or parts thereof)
Alagasco, NW Natural

7. How have you utilized the latest technologies to maximize your dispatching process for emergency response?
When a call is dispatched it also auto dials the technician’s cell phone
Benefits
Considerations for Implementation
Fail Safe
Efficient
Accountability
Compatibility with technology
Cost
Timeliness in response
Companies that utilize this practice (or parts thereof)
DTE Energy

8. How have you utilized the latest technologies to maximize your dispatching process for emergency response?
NetMotion® picks your communication protocols (Cellular, Radio, Wireless)
Benefits
Considerations for Implementation
Consistent communication
Less down time
Better time management
Cost
Training
Availability of automation
Companies that utilize this practice (or parts thereof)
Pacific Gas & Electric Company, NW Natural

9. Cell phone blast out to technicians
How have you utilized the latest technologies to maximize your dispatching process for emergency response?
Cell phone blast out to technicians
Benefits
Considerations for Implementation
Safety
Consistency
Timeliness
Companies that utilize this practice (or parts thereof)
DTE Energy

10. Radio with man-down technology or panic button
How have you utilized the latest technologies to maximize your dispatching process for emergency response?
Radio with man-down technology or panic button
Benefits
Considerations for Implementation
Safety
Productively
Employee well being
Companies that utilize this practice (or parts thereof)
Pacific Gas & Electric Company

11. Are dispatch times tracked and monitored against a standard or goal?
Dispatch has a management call daily to discuss anomalies
Benefits
Considerations for Implementation
Accountability
Talk to responsible parties
Drive better efficiencies
Drive better process improvement
Companies that utilize this practice (or parts thereof)
DTE Energy

12. Have your two systems interfaced to create a seamless workflow
How are the CIS (or Call Center System) and your Dispatchers communications used to the best accuracy and efficiency?
Have your two systems interfaced to create a seamless workflow
Benefits
Considerations for Implementation
Better time management
Increase efficiencies
Minimizes errors
Minimizes touch points
System compatibilities
Productivity
Cost
Companies that utilize this practice (or parts thereof)
Group Consensus

13. Scripted decision tree in your call center
How are the CIS (or Call Center System) and your Dispatchers communications used to the best accuracy and efficiency?
Scripted decision tree in your call center
Benefits
Considerations for Implementation
Streamlines your process
Better time management
Increase efficiency rate
Time
Decision making streamlined
Companies that utilize this practice (or parts thereof)
NW Natural

14. Street level mapping in metropolitan areas allows for self routing
Is GPS used to track the location of staff on duty? Is it used to calculate which first responder has the least travel time to the leak call or is the geographically closest? Are traffic and one way streets used as a consideration as with some automated vehicle routing systems?
Street level mapping in metropolitan areas allows for self routing
Benefits
Considerations for Implementation
Efficiencies
Productivities
Safety
System Compatibility
Cost
Utilization
Companies that utilize this practice (or parts thereof)
Consumers Energy

15. In addition to your GPS a Lone worker process
Is GPS used to track the location of staff on duty? Is it used to calculate which first responder has the least travel time to the leak call or is the geographically closest? Are traffic and one way streets used as a consideration as with some automated vehicle routing systems?
In addition to your GPS a Lone worker process
Benefits
Considerations for Implementation
Safety
Productivity
Accountability
Companies that utilize this practice (or parts thereof)
Union Gas

16.
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.