Gas Service Riser Survey

Lonnie BellarVice President, Gas Distribution

Gas Service Riser Survey

• The Gas Service Riser Replacement project is a five-year program to inspect all gas service risers in the LG&E system and replace targeted risers

• Customer Communications is a major emphasis of program— Letter to all customers at start of program— Customer commitment kick-off meeting with business

partners— Brochure and hangtag one to two weeks prior to work— Customers notified in person or by hangtag if

replacement necessary• Work is completed without appointment during

non-heating months (April – November) — Hangtag is left with customer if work is complete

and gas left off• Work completed by appointment only from

December - March

Gas Service Riser Survey

• Partnered with Bellamy Research to have customer satisfaction survey completed for residential customers who had risers replaced in summer of 2014

• Survey evaluated the following areas— Overall satisfaction— Recall and satisfaction with communications— Technician performance and skills— Gas service restoration satisfaction

• A total of 600 surveys completed; 200 for each business partner

• All satisfaction questions based on a 10-point scale

Overall Satisfaction Scores

Overall Satisfaction Outside Technicians Inside Technicians

9.25 9.58 9.819.25 9.58 9.81

• Recall Notificatio

n

• 9.32

• Do Not Recall

Notification

• 8.53

87%

98%89% 92%

Communications

Technician Attributes

Attribute Outside Technician Inside Technician

Overall Handling 9.58 9.81

Careful with Property 9.47 9.88

Courtesy 9.79 9.88

Easy to Understand 9.84 9.86

Ability to Answer Questions

9.80 9.84

Professionalism 9.75 9.81

• Outside technicians also received score of 9.56 for cleaning up upon completion

Opportunities to Improve

• 6% of customers surveyed

• Care with property and service restoration (multiple calls) were primary causes

Other; 2Equipment

Issue; 4Technician In-

teraction; 5

Notification; 6

Service Restoration; 10

Care with Property; 16

Goshen Restoration Event

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Goshen Restoration Event

• 2,457 customers lost service due to isolating a section of the Ballardsville transmission line in response to a mechanical- fitting failure on the line

• Utilized Incident Command Structure for response and restoration efforts

• Work completed with zero company or business partner recordable; one minor motor vehicle incident

• Response…— Isolating separated section of line— Temporary repair to allow relights to begin— Permanent repair

• Restoration…— Turn off services and verify— Purge and repressure system— Relight customers

Goshen Restoration Event

• Resources— 250 plus field resources on Friday and Saturday

• About 100 company employees; 200 business partner employees– Six business partner companies– Gas Service Riser business partners were a major

resource— Additional 45 to 50 administrative and management

employees— Support from company groups including Communications,

Customer Service, Design, Electric Distribution, Facilities, IT, Legal, Retail and Sourcing

• 1,700 relights (69%) completed on day one of relights

• 90% plus completed by day two• Multiple visits to customers made on Friday and

Saturday• Multiple outbound calls made• About 50 customers have been unavailable to

accept service

Goshen Restoration Event