1. Message Vortex: Communicating During Record Cold Weather
AGA
Communications and Marketing Committee
April 4, 2014

2. Record Winter Tested UGI’s System
Winter of set records
Temperatures 18 percent colder than normal in January 2014
UGI record send-out: 1/7-1/8: 1.2mm dth, 12% above prior record
Critical issue:
UGI added 50,000 residential customers since 2009
UGI added 9000 commercial customers since 2009
Majority are conversions close to existing main

3. Advance Communications
Notices and calls to large interruptible customers
Every interruptible contacted in the Fall of 2013 (system test)
Every IR customer confirms dual firing capability
‘Be Winter-wise’ suite for residential customers
Media, social, VRU, bill insert tools used
Topics: CO awareness, appliance maintenance, preparedness

4. January Vortex Impact on UGI
Low pressure issues

5. Service Issues / Outage Causes
Supplier compressor station failure affects Harrisburg area
Older low-pressure systems with high-efficiency appliances
Manor Twp. (Lancaster) capacity issue impacts 241 customers
Service Issues
Some IR customers had no alternative fuel capability
Other IR customers ‘surprised’ to be interrupted

6. Communication Response
Multiple Media Releases
Areas affected
Service restoration Updates
Call Center
VRU messages
Rep scripts
Dialer calls
Digital / Social Postings
UGI Website
Facebook
Twitter

7. Community Relations Response
Outreach to elected and appointed officials
PEMA
PA-PUC
County EMS
Affected municipal leadership
American Red Cross partnership
Warming center
Animal shelter
Third-party media

8. Lessons Learned – Looking Ahead
Extreme ‘100 year’ weather is an annual event
Gas outages are about hours and temperatures, not numbers
Open crisis communications room sooner, rather than later
IR customers not interrupted for many years will burn anyway
IR customers can go to media, even when wrong
Preparation equals performance

9. Communications and Community Relations
Keith G. Dorman
Director
Communications and Community Relations
UGI Utilities, Inc.