1. Workforce Management Issues A discussion of best practices EEI TD&M Conference Charlotte, NC April 19, 2004

2. 2 Outages per shift Staffing per shift Outage restoration remains a key concern in workforce management Best practice includes some insightful analyses Pareto (80/20) analysis CAIDI by time of day CAIDI by phases of work CAIDI by concurrent jobs CAIDI by geography

3. 3 Most utilities staff troublemen to cover all but the worst 12-18 days They plan to cover the worst days by utilizing additional resources 70 days with no outages Average: 2 outages/shift/day 27 days with 6 or more outages Staffing: Enough to handle as much as 7 outages per shift per day in this area Illustrative

4. 4 Region 1s staffing can be adjusted to fit the workload Region 1 Outages Per Shift Per Day Days with no outages: 1st 2nd 3rd 30 70 180 Average outages/ shift/ day: 1st 2nd 3rd 3 2 1 Days with 6 or more outages: 1st 2nd 3rd 60 30 2 Staffing needed to have less than 18 days (5%) with jobs that must wait: 1st 2nd 3rd 3 3 2

5. 5 Queuing theory says 2 crews are needed to serve 4 jobs per shift In order to have only a less than 5 percent chance a job must wait Based on 90 minute average restoration time without queuing, with Poisson arrival and exponential service time At 4 jobs per shift, need 2 crews to have only 5% chance that a job will wait

6. 6 The CAIDI killers drive non-storm CAIDI 250 of 6600 outages cause 48 of the 90 minutes 250 of 6600 outages or 4 percent

7. 7 Outage workload varies considerably by time of day, but...

8. 8...CAIDI is more level, although some problem areas exist At change to 2nd shift, midnight, and pre-dawn

9. 9 Its important to know which phase of the work is driving CAIDI Problem/Opportunity Inaccurate casing can waste resources, sending troublemen to the wrong site Manual casing can lag behind in storms, delaying dispatch Alarms can assist in knowing when a breaker or major recloser is locked out Certain outage data is not available (casing time, drive time, dispatch time, etc.) Repair & restore Repair dispatch Switch & restore Patrol & diagnose Drive time Trouble dispatch Outage analysis Potential Solution Our interviews indicated this is not a problem here The new outage management system will help automate casing Many stations have nothing more than a station alarm for any cause. Specific alarms would help Technology improvements like AMR, new OMS, and mobile data will provide new data

10. 10 Region 1 CAIDI suffers when jobs pile up in the 2nd shift Region 1 CAIDI 2nd shift has a problem with more than 3 concurrent jobs

11. 11 Many of the CAIDI killers are in the 13kV ring around the city Red - 3 to 10 Outages Dark Blue = 2 Outages Yellow = 1 Outage (Based on CAIDI killer outages per substation mapped by zipcode) Especially some of the substations just west of the Schuylkill and just north of downtown Especially some of the substations just west of the river and just north of downtown

12. 12 Questions and answers Daniel E. ONeill | Director DONeill@navigantconsulting.com 404-816-5647