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 – Field Response
Facilitator – Michael Romein, Consumers 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. Home-based service employees
How have you established the best coverage and placement of staff for low travel time yet maximum utilization of work force (minimizing stand by time)?
Home-based service employees
Benefits
Considerations for Implementation
Quicker response
Dedicated resource
Less travel time
Better employee morale
Increased cost
Increased liability
Logistics
Companies that utilize this practice (or parts thereof)
Alagasco, UGI Utilities, SEMCO Energy, Consumers, DTE Energy

4. When employee is on-call, they take the vehicle home with them
How have you established the best coverage and placement of staff for low travel time yet maximum utilization of work force (minimizing stand by time)?
When employee is on-call, they take the vehicle home with them
Benefits
Considerations for Implementation
Quicker response
Dedicated resource
Less travel time
Increased cost
Increased liability
Logistics
Companies that utilize this practice (or parts thereof)
DTE Energy, Alagasco, Consumers, SEMCO Energy, National Fuel, UGI Utilities, Xcel Energy

5. Requirement to respond to a certain percentage of emergencies
How have you established the best coverage and placement of staff for low travel time yet maximum utilization of work force (minimizing stand by time)?
Residency requirements for first responders who take vehicles home or are required to cover certain areas
Requirement to respond to a certain percentage of emergencies
Benefits
Considerations for Implementation
Quicker response
Productivity considerations
Urban vs rural
Union issues
Liability
Logistics
Training/required trips to the office
Time requirements
Work scheduling
Relationship/knowledge sharing
Companies that utilize this practice (or parts thereof)
All companies

6. First responders can grade underground and aboveground leaks
Can your first responder (customer service) employees grade underground and above ground leaks?
First responders can grade underground and aboveground leaks
Benefits
Considerations for Implementation
Resource savings
Cost savings
Reduces standby time
Public safety
Training
Leak survey equipment
Possible reduction in customer satisfaction, missed customer commitments or extended commitments booked
Staffing requirements
Consistency in grading standards among all utilities
Companies that utilize this practice (or parts thereof)
NW Natural, Southwest Gas, Black Hills Energy, Consumers Energy, SEMCO Energy, PG&E, National Fuel

7. How specialized are your first responders
How specialized are your first responders? Do they go through the same training?
First responders are trained and qualified to investigate, assess and take safety action
Benefits
Considerations for Implementation
Public safety
Determining required action
Training
Urban vs. rural
Companies that utilize this practice (or parts thereof)
All companies

8. Do you utilize HVAC contractors, pipeline contractors or Fire/Police for First Response in remote locations?
Qualify and utilize contractors for emergency response in addition to your company workforce
Benefits
Considerations for Implementation
Peak workload shaving
Quicker response
Union issues
Use of retired employees
Equipment/vehicles necessary
Contractor workload
Certification of equipment
Drug and alcohol program
Companies that utilize this practice (or parts thereof)
NiSource

9. Do you utilize HVAC contractors, pipeline contractors or Fire/Police for First Response in remote locations?
Utilize contractors as first responders and follow up with company employees to complete the emergency response
Benefits
Considerations for Implementation
Quicker response
Public safety
More available workforce
Union issues
Contractor availability
Companies that utilize this practice (or parts thereof)
Southwest Gas

10. Do you utilize HVAC contractors, pipeline contractors or Fire/Police for First Response in remote locations?
Fire department’s response considered as first response in difficult to access situations due to weather in remote locations (dispatch using them as an agent of the company)
Route CO calls to local 911 and support as requested (not just remote locations - company wide)
Benefits
Considerations for Implementation
Public safety
Quicker response
Training
Qualification
Willingness of fire department to partner
Companies that utilize this practice (or parts thereof)
Nicor Gas

11. Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
Sending alerts (IM, text, mass s, cell calls, etc.) to first line supervisors in the field. Report at the end of the day to confirm receipt of message.
Benefits
Considerations for Implementation
Resource planning
Quicker form of communication
Importance on public safety
Inbound call volume is already high
General rule of , 3 topics, 3 sentences, 30 words
Companies that utilize this practice (or parts thereof)
Integrys, Enbridge, National Fuel, Alagasco, Citizens Energy Group

12. Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
Notifying fire department and other external agencies of multiple reports of odors
Benefits
Considerations for Implementation
Coordinated response
Public safety
Quick escalation
Assistance with determination of source
Direct line to Dispatch Center from Fire department
Ensure direct line could be re-routed to the back-up site
Companies that utilize this practice (or parts thereof)
Enbridge, NW Natural, National Fuel

13. Enter all the calls regardless of how many you get
Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
Enter all the calls regardless of how many you get
Benefits
Considerations for Implementation
Documentation
Assure safety
Trending analysis
Companies that utilize this practice (or parts thereof)
All companies

14. Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
When receiving large number of calls for a single false odor, exclude (and explain) those from the leak response average
Benefits
Considerations for Implementation
Truer picture of your leak response average
Reporting requirements
Companies that utilize this practice (or parts thereof)
Duke Energy, NiSource, Consumers Energy

15. Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
Respond to inside leaks first.
Consider opening the EOC to secure additional resources and facilitate company response
Staged EOC approach depending on the severity/number of calls of the event
Benefits
Considerations for Implementation
Public safety
Quicker response
Consider your threshold level
Companies that utilize this practice (or parts thereof)
Southwest Gas, Nicor Gas, UGI Utilities

16. Billing for repeat offenders such as industrial plants
Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
When a repeat source is identified, coordinate with external agencies (fire department, public officials, other government agencies, etc.) to mitigate future occurrences.
Billing for repeat offenders such as industrial plants
Benefits
Considerations for Implementation
Elimination of future leak calls
Forming partnerships
Companies that utilize this practice (or parts thereof)
Consumers Energy, DTE Energy, NiSource

17. Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
Automatic escalation of leak response (additional resources being sent) to known locations of high consequence
Benefits
Considerations for Implementation
Quicker response of the additional resources
Public safety
Staffing requirements
How you identify high consequence
Companies that utilize this practice (or parts thereof)
Southwest Gas, NiSource

18. Discuss your dispatch strategy and escalation for multiple leaks and "false odor" calls.
Heat maps of where multiple leaks typically come in and staffing appropriately
Benefits
Considerations for Implementation
Quicker response
Cost savings
Visibility of the information
Analysis required
Workforce availability
Companies that utilize this practice (or parts thereof)
DTE Energy

19.
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.