Customer Education Plan 2019 ANNUAL REPORT · serves as the liaison between Washington Gas and the...

C U S T O M E R E D U C AT I O N P L A N • 2 0 1 9 A N N U A L R E P O R T W A S H I N G T O N G A S • PROJECTpipes

1D E C E M B E R 2 0 1 9

Customer Education Plan

2019 ANNUAL REPORT

C U S T O M E R E D U C AT I O N P L A N • 2 0 1 9 A N N U A L R E P O R T

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Table of ContentsIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Washington Gas Customer Education Plan . . . . . . . . . . . . . . . . . . . . 3

FY 2019 Activities and Accomplishments Program Leadership . . . . 5

Community Issues and Resolutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Communications and Outreach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Community / Key Stakeholder Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Neighborhood Walks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Community Outreach Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Community Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

WGL Contractor Communications . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Process Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Washington Gas Contractors’ Toolkit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Customer Service Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

FY 2020 Strategic Initiatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Consumer Education and Outreach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Customer Feedback Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Technology Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Workforce Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Attachment A - Bill Inserts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Attachment B - Print Ads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Attachment C - Newsletters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Attachment D - Promotional Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Attachment E - Fact Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Attachment F - Consumer Outreach Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Attachment G - Community Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Attachment H - Contractors’ Toolkit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Attachment I - PROJECTpipes II Overview Frequently Asked Questions . . . . 23

W A S H I N G T O N G A S • PROJECTpipes


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Washington Gas (WGL) is committed to providing safe

and reliable natural gas services throughout the District

of Columbia. In 2014, Washington Gas implemented an

accelerated pipe replacement plan to upgrade certain

cast iron and bare and/or unprotected steel mains and

services in various parts of the District of Columbia with

new plastic pipe. This accelerated system replacement

program, known as PROJECTpipes, is overseen and

regulated by the Public Service Commission of the

District of Columbia (PSC).

Through PROJECTpipes, Washington Gas is nearing

completion of the first five and a half years of this 40-year

initiative, with authority to spend up to $122.5 million,

to replace 8,000 bare and/or unprotected steel service

segments, 10 miles of bare steel main, eight miles of targeted

unprotected steel main, and 20 miles of low pressure and

medium pressure cast iron main in the District of Columbia.

In January 2015, Washington Gas was granted authority

to implement the first five years of PROJECTpipes and

authorized to spend $110 million. In September 2019,

the PSC approved revisions to the Year 5 Annual Project

List of PROJECTpipes and granted an extension of an

additional six (6) months to March 31, 2020, in an amount

not to exceed $12.5 million. The total spend including the

extended period should not exceed $122.5 million (i.e.,

$110 million plus $12.5 million for the extension period)

directed in Order No. 20213.

The PSC approved the Washington Gas Customer

Education Plan (CEP) on January 29, 2015 in Formal Case

Number 1115, Order Number 17789.

The CEP is designed to educate Washington Gas customers

about PROJECTpipes and to keep the community

informed of planned work. Washington Gas is required to

submit to the PSC’s Office of Consumer Services an annual

update on the CEP throughout the full span of this exciting

long-term infrastructure improvement project. This Annual

Report reflects the CEP’s goals and accomplishments for

2019 and highlights planned activities for 2020.

Washington Gas has served the D.C. area for 171 years.

Like all older metropolitan systems, our pipeline system is

aging, and we are working diligently to modernize it over

time. The investment and planning in PROJECTpipes has

led to many positive results, including enhancing the safety

and improving reliability of our distribution system in the

District of Columbia.

This year has been pivotal to the expansion of the

Washington Gas Customer Education Plan. It began with

taking a fresh look at the development or re-establishment

of community partnerships and connections to residents

of the District of Columbia. Prioritizing these networks

has allowed us to focus on collaborations with our diverse

group of stakeholders, both internally and externally, in

mutually beneficial ways consistent with Washington

Gas’ community engagement goals and mission. We

conclude the year with a reflective look on this year’s

accomplishments and an eye toward upcoming strategic

initiatives as we close Phase One and begin Phase Two of

this 40-year project.

INTRODUCTION

WASHINGTON GAS CUSTOMER EDUCATION PLAN



4

CUSTOMER EDUCATION PLAN (continued)

As reiterated in previous reports, the CEP has been built

on the principles of strong customer focus with broad

community engagement and timely, user- friendly

information relative to the construction projects

occurring throughout the District of Columbia. The CEP

strategy is designed to ensure that customers are well

informed, through a variety of means, of the progress of

PROJECTpipes.

Key elements of the Washington Gas PROJECTpipes CEP are:

• Meetings with key stakeholders to increase awareness

of PROJECTpipes and how it will affect the residents

and businesses of the District of Columbia; meetings

with District of Columbia Councilmembers and Council

staff to discuss PROJECTpipes and Washington Gas’

efforts to educate District residents and businesses on

PROJECTpipes; presentations and briefings before the

Advisory Neighborhood Commissions (ANCs) and other

civic organizations in neighborhoods that will be or have

been significantly impacted by pipe replacement.

• An interactive map which provides the location, timeline

and description of scheduled pipe replacement projects.

• Enhanced website pages that provide multiple resources

including a page on “Construction Processes” that

provides detailed descriptions that help residents and

businesses understand the pipe replacement process and

what to expect before, during, and after construction;

dedicated webpages that provide construction project

schedules by ward and that provide contact information

for questions, concerns and complaints.

• Notification to customers and residents of

PROJECTpipes work prior to construction through

(1) customer bill inserts, (2) customer newsletters, (3)

pre-construction notification letters, (4) community

meetings, (5) neighborhood walks, and (6) other

scheduled outreach activities. Letters to customers

are sent prior to and during construction activities to

keep the community informed and proactively address

concerns and answers any questions.

• Public interest announcements or advertisements in local

community newspapers to inform customers and residents

of PROJECTpipes on matters who may not have Internet

access or would not actively access the WGL website. In

addition, our CEP Team regularly contacts elected officials

to request that they include PROJECTpipes information

on their listservs to keep their constituents apprised of our

work in their communities.

• A dedicated Single Point-of-Contact (SPOC) who

serves as the liaison between Washington Gas and the

community, specifically skilled in community outreach

to work proactively in the communities and to help

identify, receive, resolve and track customer and

resident complaints. Effective January 15, 2019, a new

Community District Manager was appointed.

• A Quarterly Complaints Report that details all complaints

received by Washington Gas on PROJECTpipes work

and describes how and when the complaints were

resolved. This report is filed electronically with the PSC’s

Secretary and its Office of Consumer Services (OCS) 15

business days after the close of the quarter.

• A dedicated hotline number with expanded operation

hours from 8:00 a.m. to 6:00 p.m. for the public

to make inquiries or submit a complaint about our

PROJECTpipes construction work.

• Notification to the PSC and the Office of the People’s

Counsel (OPC) of all community meetings and

outreach events regarding the projects contained in

PROJECTpipes, and provision of space for a PSC and

OPC information table, as necessary.

• Submission to the PSC of an annual report on the CEP

throughout the full span of the 40-year project. Annual

reports are due by December 15th and reflect the

calendar year accomplishments as well as the planned

outreach activities for the upcoming year.


5

FY 2019 ACTIVITIES AND ACCOMPLISHMENTS PROGRAM LEADERSHIP

Community Issues and Resolutions

The CEP 2019 Annual Report is structured around the

main goals of community engagement. These goals include

regularly assessing the impact of our engagement work

from the perspective of our stakeholders. We remain

committed to enhancing alliances across the District of

Columbia so we can deepen and improve partnerships,

practices and relationships that encourage collaboration

and reciprocity.

The PROJECTpipes CEP is led by a Community District

Manager who serves as Washington Gas’ dedicated SPOC

for complaints, issues, questions and general information.

The Community District Manager convenes internal

meetings and leads a corporate-wide interdisciplinary team

of subject-matter experts to engage diverse approaches to

drive results. The Community District Manager develops

the vision and guides the strategy for the CEP and develops

critical partnerships with key stakeholders for a successful

outreach program. Similar to our previous annual reports,

Washington Gas is committed to the success of this

program and provides the level of program administration

necessary to ensure continuous and improved

communications and expectations between the company

and the community it serves. We hope this report provides

a snapshot of the past year’s accomplishments and a

context for understanding and appreciating those activities

while also providing you with a glimpse of future work.

Subject to an annual accounting, this calendar year through

September 2019, Washington Gas has installed 9,028

feet of new main and retired 8,765 feet of old main. In

addition, 418 service lines to customers have been replaced

or transferred over to new main.

From January 1 through September 30, Washington Gas

received and resolved 25 complaints, primarily pertaining

to restoration and notification issues. Compared to the

amount of construction and the high number of services

that were replaced during this period of time, this number

of complaints remains significantly low.

Complaints and questions about PROJECTpipes activities

were received through several methods, including a

dedicated hotline number, the dedicated email address,

the WGL Construction and Paving Departments hotline

numbers, or through the company’s general dispatch

system in the field. They were also received through the

customer service department, the CEP Team, and in the

field at construction sites, community events, or public

meetings; all of which were ultimately funneled through

the dedicated email system for tracking and resolution.

Working together to understand and solve problems,

the CEP Team, WGL Construction Group, and WGL

construction contractors monitored the public’s issues,

concerns and complaints pertaining to all aspects of

accelerated pipe replacement construction. We continue

to strive to resolve matters quickly and effectively and

collectively identify and close process gaps to avoid or

minimize future or recurring complaints and issues.


6

Communications and Outreach

Exhibit 1: Interactive Map

The PROJECTpipes CEP utilizes Washington Gas’

existing customer and community communication

tools such as customer bill inserts; fact cards; employee

and customer newsletters; pre-construction notification

letters; and paid public interest advertisements in local

community newspapers. In conjunction with Washington

Gas’ Corporate Communications Group, the CEP Team

assisted in the development of dedicated webpages to help

residents and businesses understand the full spectrum of

the pipe replacement process and what to expect during

the entire construction process.

This year, the CEP Team increased its outreach through

participation in additional community events. We

continued to organize, execute, and expand neighborhood

walks throughout the District of Columbia, and circulated

a customer survey instrument in an effort to measure

the program components and their impacts on identified

program objectives.

2017 - 23 walks; 2018 - 10 walks; 2019 - 13 walks

(weather permitting in December.)

Customers continued to access the following tools to

obtain information:

• Dedicated PROJECTpipes Hotline telephone number:

202.624.6400

• Website: www.washingtongas.com

• Email: [email protected]

• Washington Gas Major Construction Projects webpages:

https://www.washingtongas.com/safety-education/

safety/pipe-replacement-projects, including an interactive

project map and links to social media channels.


7

Exhibits 2 and 3: Visitors, Page Views and Website Analytics

0

50

100

150

200

250

0

40

80

120

160

200

0

:40

1:20

2:00

2:40

3:20

January February Marc h April May June

Average Time on PROJECTpipes Website

Number of Unique PROJECTpipes Website Pages Viewed

Number of PROJECTpipes Website Visitors

July August September October November

* No data available for December 2019 as of publication date.

December

January

211195178

206191174

196182171

195188154

172144141

167158136

191151124

177169165

178173152

208154134

15713084

114107

*

188174156

180173157

176156152

174146138

159130130

153136126 179

134100

161151143

165149139

184126124

13712071 103

96*

1:421:511:45

2:552:192:08 2:51

2:101:26

1:541:511:38

2:502:452:06

2:431:521:50

2:132:042:03 2:34

1:401:34

3:082:291:59

3:052:021:21

2:111:471:37

2:302:05

*

February Marc h April May June July August September October November December

2019 2018 2017


Washington Gas recognizes that an informed employee

is value-added towards customer satisfaction. Our

company employees live in the communities we serve

and can be a key resource in those communities. As

a result, the CEP included company employees in its

communications outreach efforts and worked to develop

employees and other community advocates to help keep

our key stakeholders engaged and informed about the

PROJECTpipes initiative.

This year’s focused messaging on PROJECTpipes included:

• Washington Gas Customer Bill Inserts April 15, August 5

See Attachment A

• Paid public interest advertisements

Washington Informer (February 14)

El Tiempo Latino (April 26)

Washington Informer (July 25)

East of the River (October 17)

See Attachment B

• Washington Gas Internal Publications

Energy Edge, Washington Gas’ print media employee

newsletter (May 15)

OneSite, Washington Gas’ electronic employee publication

(May 20)

Always Safe customer newsletter (December 2) – available

online and in print

See Attachment C

• Promotional Items

See Attachment D

• Accelerated Pipe Replacement Fact Card

See Attachment E

• Contractors’ Toolkit

See Attachment H

• Online Construction Process Descriptions

8

“ Washington Gas recognizes that an informed employee is a value-added component who supports customer satisfaction.”


9

Community/Key Stakeholder MeetingsThe CEP Team engaged community stakeholders throughout 2019 to provide PROJECTpipes briefings. These briefings

included meetings with residents, community organizations, Business Improvement Districts (BIDs), Main Streets, civic

groups, and government representatives.

JANUARY 2019• January 9: Community Outreach Team Bi-Monthly

Conference Call• January 17: Mayor’s Office on Community Affairs (MOCA)• January 24: Quarterly PSC Meeting• January 30: Quarterly OPC Meeting

FEBRUARY 2019• February 6: PSC Community Hearing, FC 1147• February 12: WGL/DC Department of Employment

Services (DOES) Job Fair Contractors’ Conference Call• February 14: Councilmember Brianne Nadeau (Ward 1)• February 14: Councilmember Kenyan McDuffie (Ward 5)• February 15: Mayor’s Office of Community Relations and

Services (MOCRS)• February 21: Councilmember Mary Cheh (Ward 3)• February 21: Councilmember Vincent Gray (Ward 7)

MARCH 2019• March 5: Quarterly Contractors’ Meeting• March 19: Councilmember Jack Evans (Ward 2)• March 19: Councilmember Charles Allen (Ward 6)• March 21: WGL/DOES/DC Department of Human

Resources (DCHR) Career Fair• March 27: ANC 1C Subcommittee on Public Services and

the Environment Meeting

APRIL 2019• April 2: WGL Construction Group• April 3: ANC 8C Meeting• April 4: Councilmember Brandon Todd (Ward 4)• April 4: Ward 4 Cross-Jurisdictional Meeting• April 18: DOES Follow-up Meeting• April 25: Quarterly OPC Meeting• April 25: Quarterly PSC Meeting• April 26 :WGL/DOES Status Call

MAY 2019• May 9: DC Department of Transportation (DDOT)

Communications Outreach Team• May 9: Councilmember Trayon White, Sr. (Ward 8)• May 9: Councilmember Elissa Silverman (At-Large)• May 9: Councilmember Anita Bonds (At-Large)• May 13: Capitol Hill Business Improvement District (BID)• May 21: Crestwood Citizens Association Meeting• May 23: Ward 8 Community Forum• May 29: Councilmember David Grosso (At-Large)

JUNE 2019• June 3: Congress Heights Community Association• June 3: Golden Triangle BID• June 4: ANC 4A Meeting• June 10: Uptown Main Street• June 12: ANC 6C Meeting with DDOT

• June 13: ANC 6A Meeting with DDOT• June 19: Mayor’s 8th Senior Symposium• June 22: Kennedy Street Festival, (Ward 4)• June 23: Ward 4 Fun Day• June 24: ANC 3/4G Meeting

JULY 2019• July 2: Quarterly Contractors’ Meeting• July 2: WGL Stakeholders Strategy Meeting• July 16: Golden Triangle BID Cross-Jurisdictional Meeting• July 26: Quarterly PSC Meeting• July 29: Quarterly OPC Meeting• July 29: WGL/Fort Myer Conference Call

AUGUST 2019• August 20: WGL/Fort Myer Conference Call

SEPTEMBER 2019• September 10: ANC 5D Meeting• September 14: Ward 7 Business and Community Festival• September 14: Art All Night: Congress Heights• September 21: H Street Festival• September 28: Barracks Row Festival• September 28: Resurrection Baptist Church Community Day

OCTOBER 2019• October 8: Quarterly Contractors’ Meeting• October 11: Anacostia BID• October 17: Councilmember Robert White, Jr. (At-Large)• October 22: Quarterly PSC Meeting• October 22: Quarterly OPC Meeting• October 24: Ward 4 State of the Senior Address

NOVEMBER 2019• November 12: DCI Construction Team Customer Sensitivity

Training• November 13: Fort Myer Construction Team Customer

Sensitivity Training• November 15: Weekly Progress Meeting for Maryland Ave.

NE Road Diet Project• November 19: Miller Pipeline Construction Team Customer

Sensitivity Training• November 22: Weekly Progress Meeting for Maryland Ave.

NE Road Diet Project• November 25: Henkels & McCoy Construction Team

Customer Sensitivity Training• November 25: Eastern Avenue Community Meeting

DECEMBER 2019• December 3: Williams Meter Construction Team• December 10: Quarterly Contractors’ Meeting • December 19: Mayor’s Annual Senior Holiday Celebration


10

Neighborhood WalksNeighborhood walks have proven to be a great way for us to help community leaders increase their awareness of the

construction project being scheduled to take place in a particular area. It helps to eliminate barriers between Washington

Gas, our contractors, and the residents being affected by the project work. In addition, residents and community leaders are

provided with the opportunity to personally view and understand the project scope as well as speak directly to Washington

Gas construction supervisors and appointed contractors regarding these projects. In the final year of Phase One, the CEP

Team maintained the company’s physical presence in impacted communities through neighborhood walks.

Community Outreach Survey

Community EventsWashington Gas provided information and distributed promotional items to over 5,000 District residents during annual

community events.

See Attachment G

• January 30: Georgetown

• March 29: Martin Luther King, Jr. Avenue, SE

• May 14: Maryland Avenue, NE

• August 6: Kearny Street, NE

• August 6: Newton Place, NW

• August 28: Queen Street, NE

• September 3: Mt. Olivet Street, NE

• December 3: T Street, NW

• December 4: 9th Street, SE

• December 5: 10th Street, NW

• December 5: 6th Street, NW

Washington Gas distributed its annual Consumer Outreach

Survey to select key stakeholders to collect feedback on the

PROJECTpipes program and outreach performances to

make sure that we are meeting the needs of the residents of

the District of Columbia in a meaningful way.

Key recommendations included providing more contractors’

customer service training and improving the interactive map

to reflect all projects.

See Attachment F

• June 19: Mayor’s 8th Annual Senior Symposium (District-wide)• June 22: 5th Annual Kennedy Street Festival (Ward 4)• June 23: Family Fun Day (Ward 4)• September 14: Ward 7 Business and Community Partnership

(Ward 7)• September 14: Art All Night (Ward 8)

• September 21: H Street Festival (Ward 5)• September 28: Barracks Row Fall Festival (Ward 6)• September 28: Resurrection Baptist Church (Ward 8)• October 24: Ward 4 State of the Senior Address (Ward 4)• December 19: Mayor’s Annual Senior Holiday Celebration

(District-wide)


11

Process Improvements

Washington Gas Contractors’ Toolkit

Customer Service Training

Washington Gas continues to take a systematic approach

to closing performance gaps through identification,

streamlining and/or elimination of its processes. We

continue to meet quarterly with the Construction and

Paving contractors’ regarding PROJECTpipes processes

and customer concerns, as part of our commitment to

continuous improvements to ensure customer satisfaction.

Quarterly contractors’ meetings were held March 5, July 2,

October 8, and December 10.

Company-wide process improvements resulting from discussions

held during the Contractor Quarterly Meetings included:

• Enhanced interactions between the WGL Construction

Group, WGL Paving and Permitting Teams, WGL

contractors and the WGL CEP Team.

• Increased participation in community events and activities.

• Continued to disseminate and monitor the use of the

WGL Contractors’ Toolkit for contractors, including

a module designed to support enhanced contractor

interaction to meet customer expectations.

To assist Washington Gas contractors in the field with

customer questions or requests for information, WGL

contractors kept an informative, customer-friendly “Toolkit”

in their company vehicles for dissemination to the public as

needed. See Attachment H.

The Toolkit included:

• Service Replacement Pamphlets

• Service Replacement Door Hangers for Non-Affected Customers

• Restoration Door Hangers

• Contractor Service Replacement Checklists to review

with Customers

• Thank You Letters to Service Replacement Customers

• Customer Surveys

Washington Gas continued to monitor the dissemination

and use of the WGL Contractors’ Toolkit, as well as ways to

measure the effectiveness of the toolkit.

The PROJECTpipes CEP provided annual sensitivity

training to WGL contractor teams in an effort

to continuously improve customer service. The

PROJECTpipes Contractors’ Sensitivity Training

presentation was revised and provided to all

PROJECTpipes construction and paving contractors.

In 2019, the presentation was provided to a total of 135

construction supervisors, construction managers and some

field crew members. The CEP Team will continue to provide

training to contractor field crews.

The training provided information on the District’s

neighborhoods, the main customer services issues in

Washington, DC, how complaints arise and why elected

officials and others intervene, and it provides the contractor

with practical skills development to interact with residents

in an effective manner.

The training objectives were:

1. To promote a consistent, professional style when

speaking with customers.

2. To increase skills in engaging with customers and

handling inquiries effectively.

3. To add value to customer relationships and exceed

customer expectations.

4. To increase the ability to turn customer service

disappointment into a positive experience.

WGL CONTRACTOR COMMUNICATIONS


12

FY 2020 STRATEGIC INITIATIVESThrough Phase One of PROJECTpipes work, Washington

Gas has:

• Created an estimated 616 full-time jobs;

• Added Gross Domestic Product in the District of

Columbia at an estimated $57.6 million; and,

• Reduced greenhouse gases (GHG) released from

its distribution system by an estimated cumulative

reduction total of 5,674 metric tons of carbon dioxide

equivalent emissions, which is the equivalent of 989

homes’ electricity use for one year.

Project work has also included the installation of service

safety valves, new locating technology, updated mapping of

our facilities, and uprating our low pressure systems which

can reduce instances of water infiltration into pipelines that

can cause outages.

For Phase Two, Washington Gas has proposed a plan to

continue the program’s success and progress to further

enhance safety and improved reliability. We will continue

our efforts to replace portions of our natural gas distribution

pipe on an accelerated basis. From April 1, 2020 through

December 31, 2024, Washington Gas proposes to replace

approximately 22 miles of pipe and 8,274 services.

Building on the success of community outreach efforts

over the past three years, below are several planned

initiatives designed to strengthen the CEP platform.

Consumer Education and OutreachWashington Gas remains committed to building awareness of

PROJECTpipes-related projects and products for residents

of the District of Columbia. In 2019, we disseminated the

PROJECTpipes II Overview Frequently Asked Questions. (See

Attachment I) During 2020, Washington Gas will continue to

leverage existing modes of communications to keep customers

and residents informed of the progress of PROJECTpipes while:

• Strengthening partnerships with internal and external

stakeholders, including increased neighborhood walks,

enhanced community presence, ongoing participation in ANC

meetings, and expanded circulation of the annual report to

Councilmembers, ANCs, BIDs, and Main Street Organizations..

• Continuing to support customer service functions and

processes through tailored contractor sensitivity trainings.

• Convening quarterly meetings with the PSC, the Office of

the People’s Counsel, Business Improvement Districts and

Main Streets.

• Expanding outreach opportunities to include reports on

non-PROJECTpipes construction

• Developing a unified strategic community engagement

plan for the District of Columbia, Maryland and

Virginia efforts

• Creating a PROJECTpipes overview video as well as a

video on the paving and restoration process

The CEP Team continues to strategize on ways that

Washington Gas can improve upon customer and resident

receipt of pre-notification notices. We are researching

technology that uses a database program to identify all

addresses in specific neighborhoods using an electronic

mapping of non-customers for mass communication

mailing thus eliminating hand-delivered notifications. We

are working to finalize the use of this type of application.

Washington Gas continues to meet quarterly with WGL

contractors regarding PROJECTpipes processes and

customer concerns. Plans are underway to review and

implement the process changes identified by the WGL

contractors and Washington Gas during the October

Quarterly Contractors’ Meeting.


13

Customer Feedback Strategy

Workforce Development

Technology Enhancements

While surveys and focus groups are effective ways for

Washington Gas to gather diverse opinions on the CEP

program, internal efforts to broaden and strengthen

the customer feedback process are underway and will

continue in FY20. Given the expansion of our outreach

efforts, we hope to increase stakeholder engagement and

further improve the feedback and evaluation process.

Washington Gas will focus on innovative and stakeholder-

friendly customer feedback opportunities that help us

collect useful information and better understand how the

public is being impacted by the PROJECTpipes initiative.

This information will also help us manage and mitigate

customer concerns and complaints. The goal of this strategy

will be to further identify opportunities to improve

customer service and process efficiencies to implement an

enhanced customer feedback platform.

The workforce development components of the

PROJECTpipes initiative include Washington Gas

contractors and focus on opportunities for adult District of

Columbia residents (age 18+) to access job skills training

that lead to employment. Washington Gas recognizes the

importance of supporting these initiatives for District

residents and remains committed to connecting a skilled,

qualified and diverse workforce to our local contractors.

In partnership with DOES and WGL contractors, Washington

Gas will continue to support the hiring of District residents

in partnership with DOES, DC Infrastructure Academy

(DCIA), and other workforce development opportunities

throught the District.

Technology enhancements have changed the way that

consumers engage publicly. We understand the importance of

incorporating new technologies into our business processes

to help better serve and address our customer needs and,

ultimately, improve the efficiency of our systems to help keep

costs down. Residents value the speed of information and

the speed of response. Washington Gas CEP plans to continue

advocating for advanced communications tools, including:

• Continued enhancements and identification of pipe

replacement projects via the interactive map;

• Implementation of a targeted GPS-based technology

to identify and communicate with both impacted

customers and non-customers.

• Development of a web-based video designed to present key

elements of the pipe replacement construction process; and,

• Improved use of social media.

SharePoint Pilot ProgramEarlier this year, Washington Gas implemented a pilot

program in Ward 2E and Ward 5 to provide information

about planned and performed work PROJECTpipes and

non-pipes work to local government leaders. Information

on construction projects was structured as an access-only

initiative communicated to a select group of community

leaders who then disseminated the information through

a variety of platforms (Listservs, emails, community

newsletters, etc.) that work best for our District of

Columbia communities. Information was shared via our

SharePoint Portal.

The expectation for this new outreach effort is that the

program will provide Washington Gas with a better

understanding of the type of information that is helpful to

each community.


14

CONCLUSIONWashington Gas is committed to strong corporate citizenship

throughout the communities that we serve. We seek to be a

good neighbor, which is the reason the Customer Education

Plan Team engages directly and often with its key stakeholders.

Additionally, it enables Washington Gas to understand the

community’s concerns and interests, to manage expectations,

and to develop mutually-beneficial relationships.

We value your feedback on ways to improve our community

outreach. Please contact us at:

PROJECTpipes

202.624.6400

www.washingtongas.com

[email protected]



15

ATTACHMENTSW A S H I N G T O N G A S • PROJECTpipes

Attachment A Bill Inserts

A MESSAGE TO OUR DISTRICT OF COLUMBIA

CUSTOMERS

Delivering safe, affordable, reliable, clean-burning natural gas has been Washington Gas’ mission since our founding in the District of Columbia 170 years ago. In DC, our PROJECTpipes initiative, an accelerated pipeline replacement project, enables us to enhance our system while maintaining excellent service.

PROJECTpipes often requires excavation work affecting streets, sidewalks, public space and sometimes private property. As a property owner, we understand that you take great pride and enjoyment in your home. We want you to know that we take restoration very seriously and your community and property will be rehabilitated to its pre-construction condition.

PROJECTpipes: Property Restoration

A MESSAGE TO OUR DISTRICT OF COLUMBIA

CUSTOMERS

Delivering safe, affordable, reliable, clean-burning natural gas has been Washington Gas’ mission since our founding in the District of Columbia 170 years ago. In DC, our PROJECTpipes initiative, an accelerated pipeline replacement project, enables us to enhance our system while maintaining excellent service.

PROJECTpipes infrastructure replacement and maintenance projects are continuing through the summer across Washington Gas service territory to ensure the safe and reliable delivery of natural gas for the many communities that we serve. We are committed to completing restoration work safely, as quickly as possible, and we will respect your property as if it was our own.

PROJECTpipes: Restoration and Beautification

April 2019 August 2019


16

Attachment B Print Ads

THE WASHINGTON INFORMER APRIL 18 - 24, 2019 19WWW.WASHINGTONINFORMER.COM

WHAT TO EXPECTPre-Construction Miss Utility line markings

Construction Replacement of mains and service lines

Restoration Restore roadways, sidewalks and other hard surfaces to an as-found condition

Our schedule is dependent on the weather, our ability to access customers’ property to complete our work, and other circumstances beyond our control.

PROJECTpipes is Washington Gas’ 40-year plan to upgrade, enhance and modernize infrastructure in Washington, D.C.

For more information, call the PROJECTpipes Hotline at 844-WASHGAS or email [email protected]

YOU MAY SEE US IS WORKING IN YOUR AREA

IMPROVING OUR COMMUNITIES FOR TOMORROW!

Enhancing Natural Gas Service in Washington D.CDelivering safe, affordable,

reliable, clean-burning natural gas has been Washington Gas’ mission since our founding in the District of Columbia 170 years ago. We’re proud to call the District home and be an es-sential and dependable part of our customers’ lives every day as they heat their homes and prepare their meals.

In delivering gas safely—our number one priority—we take every step to ensure our infrastructure is maintained to improve system reliability and reduce environmental im-pacts, all while meeting or ex-ceeding the highest standards of safety and quality to better serve our customers. In Wash-ington D.C., our accelerated pipeline replacement program called PROJECTpipes enables Washington Gas to enhance our system while maintaining excellent service.

Progress with PROJECT-pipes since June of 2014 has been steady and promising. We replaced approximately 13 miles of pipe and 3,000 service lines. In addition, Washington Gas reduced greenhouse gases released from our distribution system by an estimated cumu-lative reduction total of 5,674 metric tons of carbon dioxide

equivalent emissions. This is the equivalent of 989 homes’ electric-ity use for one year. Last Decem-ber, we filed the second phase of PROJECTpipes with the PSC so that we can continue our work to replace aging infrastructure across the District to enhance safety and increase system reliability while further reducing greenhouse gas emissions, building on the last five years of work.

We know that our work in your neighborhood can be disruptive. We will do all we can to mini-mize the impact. PROJECTpipes often requires excavation work affecting streets, sidewalks, pub-lic space and sometimes private property. As a property owner, we understand that you take great pride and enjoyment in your home. We want you to know that we take restoration very seriously and your community and prop-erty will be rehabilitated to its pre-construction condition.

Throughout the restoration process, you can count on Wash-ington Gas to:

• Respect – your property as if it was our own;

• Restore – your landscaping to an as-found condition after the replacement work has been com-pleted on your property, weather permitting;

• Repairs- make temporary repairs to “hard surfaces,” such as streets, sidewalks and driveways, while work is in progress to make your neighborhood safe;

• Restoration – complete fi-nal restorations to hard surfaces

after all services in an area are complete, typically within 8-12 weeks, as weather allows; and,

• Comply – comply with the DC Department of Transporta-tion standards and requirements for roadway restoration.

If you have questions regard-ing our restoration process, please call the PROJECTpipes Hotline at 202-624-6400, email [email protected] or visit washingtongas.com/projectpipes

As part of our ongoing commitment to ensure the safest, most reliable delivery of natural gas to all of our valued customers, Washington Gas is replacing portions of our pipeline system in communities across Washington, D.C. This initiative, PROJECTpipes, is a comprehensive, accelerated pipeline replacement initiative where we focus on enhancements and im-provements to our distribution system, reducing risk and enhancing safety. We currently have a major construction project underway along portions of Eastern Avenue, NE, throughout Ward 4. If you have any questions or concerns about PROJECTpipes, please contact us at: [email protected]. As the cold weather approaches, learn more about preparing for winter at our website, www.washingtongas.com.

East of thE RivER magaziNE oCtobER 2019 17

JULY 25 - AUGUST 1, 2019 19

WWW.WASHINGTONINFORMER.COM / THE WASHINGTON INFORMER

PROJECTpipes is Washington Gas’ 40-year

plan to upgrade, enhance and modernize

infrastructure in Washington, D.C.

For more information, call the PROJECTpipes Hotline at 844-WASHGAS (927-4427)

or email [email protected]

YOU MAY SEE US IS WORKING IN YOUR AREA

IMPROVING OUR COMMUNITIES FOR TOMORROW!

WHAT TO EXPECTPre-Construction Miss Utility line markings

Construction Replacement of mains and service lines

Restoration Restore roadways, sidewalks and other

hard surfaces to an as-found condition

Our schedule is dependent on the weather, our ability to access customers’

property to complete our work, and other circumstances beyond our control.

Improving Natural Gas Service: Respecting and Restoring Our DC Neighborhoods

Washington Gas has been proud to call the District of Columbia home for the last 171 years, and we are honored to deliver safe, affordable, reli-able, clean-burning natural gas so that DC residents can heat their homes and prepare their meals each and every day. To improve system reliability and reduce environmental impacts, we have been busy working throughout the District on our long-term, accelerated pipeline replacement program, PROJECTpipes, which allows Washington Gas to modernize our infrastructure and enhance our system all while maintain-ing excellent service.Our commitment to en-

hancing our natural gas ser-vice system while maintaining safety is a number one priority. We are also firmly dedicated to minimizing disruption to city streets and property as well as ensuring we properly restore the area where we’ve conduct-ed replacement work. At every turn, we strive to be the best partners to the City in how we carefully approach and coordi-nate our day-to-day operations in the field. Benefits and scope of pipe-

line replacement in DCThrough our completion of Phase 1 PROJECTpipes work, Washington Gas has created an estimated 616 full time jobs, added Gross Domestic Product in the District of Columbia at an estimated $57.6 million, and reduced greenhouse gases (GHG) released from its distri-bution system by an estimated cumulative reduction total of 5,674 metric tons of carbon dioxide equivalent emissions, which is the equivalent of 989 homes’ electricity use for one

year.We are seeking approval for

phase 2, which proposes to re-place approximately 22 miles of pipe and 8,274 service lines by December 31, 2024. Washing-ton Gas has proposed a plan to the Public Service Commission of the District of Columbia that will prioritize the selection and timing of replacing certain types of facilities within specific cat-egories, based on their relative risk, construction efficiencies, and other factors using proven pipeline integrity evaluation and risk assessment tools.Working with care to mini-

mize disruption, focus on resto-ration in all neighborhoodsWe know that our work in

your neighborhood can be dis-ruptive. We will do all we can to minimize the impact. For ex-ample, PROJECTpipes often re-quires excavation work affecting streets, sidewalks, public space and sometimes private property. As a property owner, we under-stand that you take great pride and enjoyment in your home. We want you to know that we take restoration very seriously and your community and prop-erty will be rehabilitated to its pre-construction condition.Before our paving crew begins

their work, they will notify your neighborhood in advance by post-ing signs or placing door hang-ers on your door, and in some cases, when paving work will be in the roadway, will post “no parking” signs in areas as need-ed. Our representative will also coordinate with you to address any restoration issues needed to be performed in your yard. We aim to restore your landscaping to an as-found condition as soon as possible after the replacement work has been completed on your

property, weather permitting. De-pending upon the weather, scope, and the extent of restoration, the work can be completed, typically

within 8-12 weeks. If you have questions regard-ing our restoration process, please call the PROJECTpipes

Hotline at 202-624-6400, email [email protected] or visit washingtongas.com/projectpipes

“Our commitment to enhancing our natural gas service system while maintaining safety is a number one priority”


17

Attachment C Newsletters

WINTER2019/20 | 844-WASHGAS (927-4427) | washingtongas.com

At Washington Gas, safely and reliably meeting the energyneeds of our customers is our highest priority.

PublicAWARENESS: Winter 2019/20For our District of Columbia customers

WHAT TO DO IF YOU SMELL NATURAL GASIf you suspect a natural gas leak or other gas emergency, evacuate the area immediately and call 911 and 844-WASHGAS (927-4427) from a safe location.

WHAT DOES NATURAL GAS SMELL LIKE? Natural gas is non-toxic, colorless, odorless and combustible. For your safety, we add an odorant called mercaptan to natural gas delivered through our distribution system. Mercaptan gives natural gas a strong, unpleasant odor so you will be able to detect escaping natural gas.

Call 202-624-6092 to receive our Natural Gas Safety brochure with a scratch-and-sniff sample of mercaptan. Government agencies, schools, businesses, property managers and others are welcome to request multiple copies of the brochure for public education and awareness purposes.

IF YOU SMELL NATURAL GAS If you smell natural gas, do not attempt to locate the source of the odor. Evacuate the premises immediately and call 911 and our Emergency Leak Line at 844-WASHGAS (927-4427), if outside of the local calling area.

If the odor is very strong or you hear a blowing or hissing noise, vacate the building immediately, leaving doors unlocked as you go. Warn others as you exit. Do nothing that could create an ignition source. Do not light a match or use any type of phone or battery-powered equipment. Do not turn electrical equipment or light switches on or off. Do not start your car or any type of motorized equipment. Call 911 and the appropriate Washington Gas emergency numbers as instructed above only after you have reached a safe distance away from the building or area.

GAS MIGRATIONWe distribute natural gas through a network of underground pipes and service lines. If a leak should occur, it is possible for gas to migrate into buildings, including those without natural gas service. Therefore, even if you smell gas in a building that does not receive gas services, follow the procedures noted above.

OTHER SIGNS OF NATURAL GASBecause gas traveling through a small portion of our transmission pipeline is not odorized, visible and audible signs of a possible leak are also described below.

Follow the same precautions if you:

Are outside and smell gas Hear hissing or blowing noises See dirt being thrown into the air See fire coming from the ground or appearing to burn aboveground See water bubbling or being blown into the air at a pond, creek or river See a dry spot in a moist field See dead or dying vegetation on or near a pipeline right-of-way.

WINTER ESSENTIALS

Each year, Washington Gas helps customers prepare for the winter heating season. Customers can take simple steps to help them manage energy costs better, to stay safe, warm and energy-smart when temperatures start to drop. Be sure to check out Winter Preparedness in the Safety & Education section at washingtongas.com for tips and resources to help you through the heating season.

IMPORTANT WINTER SAFETY TIP: Carbon monoxide (CO) is a colorless, odorless, toxic gas, created when fossil fuels are not burned completely. Symptoms of CO poisoning can include dizziness, fatigue, nausea, vomiting, headaches, ringing in the ears, blurred vision, stinging eyes and fainting. If you suspect CO poisoning, leave the building immediately and call 911 from a safe location.

The U.S. Consumer Product Safety Commission (CPSC) recommends that you place CO detectors outside each bedroom of your home. The CPSC also recommends installing smoke alarms on each level of your house and inside every bedroom.For both types of detectors, check batteries every month and change them at least twice a year.

WHAT TO DO IF YOU SMELL NATURAL GAS

QUÉ HACER SI SIENTE OLOR A GAS NATURAL

SMELL / OLOR

• The most reliable sign of a natural

gas leak is smell. Washington Gas

adds an odorant called mercaptan to

create the distinctive smell of sulfur or

rotten eggs.

• El signo más confiable de una fuga

de gas natural es el olor. Washington

Gas agrega una sustancia llamada

mercaptano para crear el olor

distintivo de azufre o huevos

podridos.

SIGHT / VISTA

• Unexplained, random dead patch of

lawn or vegetation in an area of lawn

or vegetation; unnatural bubbles in

puddles and waterways (pond, creek,

lake); fire appearing above ground; or

dirt being blown in the air.

• Un área muerta (sin explicación) de

césped o vegetación; burbujas no

naturales en charcos y vías fluviales

(estanque, arroyo, lago); fuego

apareciendo por encima del suelo; o

basura volando en el aire.

SOUND / SONIDO

• A hissing sound or blowing noise,

typically accompanied by a gas odor.

• Un siseo o silbido, normalmente

acompañados por un olor a gas.

NATURAL GAS SAFETY

SEGURIDAD DEL GAS NATURAL

NATURAL GAS LEAKS AND EMERGENCIES

FUGAS Y EMERGENCIAS DE GAS NATURAL

Emergency gas service calls are answered 24/7

Las llamadas al servicio de emergencia de gas son

contestadas los siete días de la semana, las 24 horas del día

844-WASHGAS

If you think you smell natural gas, CALL /

Si crees que hueles gas natural, LLAME al

911 and then / y luego al 844-WASHGAS

Customer Service / Servicio al Cliente: 844-WASHGAS

CALL 811 BEFORE YOU DIG…

EVERY DIG… EVERY TIME

For additional copies of this brochure, call

Para obtener copias adicionales de este folleto, llame al

202-624-6092

WHAT DOES NATURAL GAS

SMELL LIKE?

¿A QUÉ HUELE ELGAS NATURAL?

30649-I-04600519_Mercaptan_1M

Washington Gas delivers natural gas to

more than 1.1 million customers in the

District of Columbia, Maryland and Virginia.

We are committed to providing safe and

reliable natural gas service; maintaining and

inspecting our distribution system regularly;

and responding around the clock to natural

gas emergencies. This brochure will help

you learn the steps to take in the event of a

potential natural gas emergency.

Washington Gas suministra gas natural

a más de 1.1 millones de clientes en el

Distrito de Columbia, Maryland y Virginia.

Estamos comprometidos a proporcionar un

servicio de gas natural seguro y confiable,

manterner e inspeccionar nuestro sistema

de distribución con regularidad y responder

en todo momento a emergencias de gas

natural. Este folleto lo ayudará a conocer

los pasos a seguir en caso de una posible

emergencia de gas natural.

In its natural state, natural gas is odorless,

colorless, tasteless and non-toxic. To detect

natural gas, we add an odorant called

mercaptan that smells like sulfur or rotten eggs.

En su estado natural, es gas natural es

inodoro, incoloro, insípido y no tóxico. Para

detectar el gas natural, agregamos una

sustancia llamada mercaptano que huele a

azufre o huevos podridos.

RASPE AQUÍ para sentir el

olor del gas natural.

SCRATCH HERE to smell

the odor of

natural gas.

1. RECOGNIZE! / ¡RECONÓZCALO!

WG_NGSafety_MercaptanBroMay2019_v6finalPRESS.indd 1

5/9/19 5:23 PM

WINTER ESSENTIALS


18

Attachment D Promotional Items


19

Attachment E Fact Card

washingtongas.comCustomer Service: 703-750-1000

Natural Gas Leaks/Emergencies: 911 or 703-750-1400

Printed on recycled paper.30649-I-0313

Throughout the restoration process, you can count on Washington Gas to:

• Respect your property as if it was our own;• Restore your landscaping to an as-found condition

as soon as possible after the replacement work has been completed on your property, weather permitting;

• Make temporary repairs to “hard surfaces,” such as roadways, driveways and sidewalks, while work is in progress to make your neighborhood safe;

• Complete final restorations to hard surfaces after all services in an area are complete, typically within 8-12 weeks and as weather allows; and

• Fully comply with DDOT standards and requirements for roadway restoration.

If you have questions regarding our restoration process, please call the PROJECTpipes Hotline at 202-624-6400, email [email protected] or visit washingtongas.com.

Many of us live and work in the District of Columbia and are committed to the safety of our neighborhoods. We hope PROJECTpipes, Washington Gas’ accelerated pipeline replacement program, underscores the importance we place on the safe and reliable delivery of natural gas to all of the customers we serve.

FOR MORE INFORMATION: • Call the PROJECTpipes Hotline at (202) 624-6400 • Visit the Washington Gas website at washingtongas.com • Contact Apera Nwora, Community District Manager, [email protected]

If you smell natural gas, call 911 and the Washington Gas Emergency Leak Line at

844-WASHGAS.

Printed on recycled paper

A MESSAGE TO OUR DISTRICT OF COLUMBIA CUSTOMERS

PROJECTpipes: Property RestorationWashington Gas’ PROJECTpipes is an accelerated pipeline replacement project designed to provide you with safe and reliable natural gas service. This project often requires excavation work aff ecting streets, sidewalks, public space and sometimes private property. We are frequently asked about restoration of these and other impacted areas. These are important questions and we want you to understand the restoration process.

Washington Gas takes restoration very seriously and we work hard to return your neighborhood and your property to its previous condition.

Improving our Communities for Tomorrow

You are receiving this survey because you are a key contact and your feedback is important. Washington Gas is using this survey to gain feedback about our PROJECTpipes outreach efforts and to make sure that we are meeting the needs of the residents of the District of Columbia. Please complete the survey by close of business on Wednesday, November 20, 2019 and return to [email protected]. Thank you for your participation. 1. How well did Washington Gas communicate with you about PROJECTpipes? Excellent Very Good Satisfactory Needs Improvement Not applicable 2. How would you rate the following aspects of PROJECTpipes?

Annual Reports Excellent Very Good Satisfactory Needs Improvement Not applicable

Customer Bill Inserts Excellent Very Good Satisfactory Needs Improvement Not applicable

Community Briefings Excellent Very Good Satisfactory Needs Improvement Not applicable

Interactive Map Excellent Very Good Satisfactory Needs Improvement Not applicable

Contractor Customer Training Excellent Very Good Satisfactory Needs Improvement Not applicable

Job Fair Excellent Very Good Satisfactory Needs Improvement Not applicable

Promotional Items Excellent Very Good Satisfactory Needs Improvement Not applicable

3. During the past 12 months, have you contacted Washington Gas for Information on PROJECTpipes? Yes

No Not sure/don’t know 4. If you contacted Washington Gas for information on PROJECTpipes, what mode of communication did you use? Customer Hotline

Email Washington Gas Website

Other: _________________________ Not sure/don’t know 5. Please share additional comments that may help us improve PROJECTpipes.

PROJECTpipes Washington Gas

Consumer Outreach Survey

November 2019

If you responded ‘Needs Improvement’ or ‘Not Applicable,’ please provide an explanation.

Attachment F Consumer Outreach Survey


20

Attachment G Community Events

Dwanda Woodward, PPC-Leftwich

Apera Nwora, PROJECTpipes, Community District

Manager, Washington Gas

Dwanda Woodward and Barbara Smith, PPC-Leftwich; Apera Nwora

Ward 7 Councilmember Vincent Gray

Barracks Row Festival

Kennedy Street Festival

Left: Dwanda Woodward greets DC Mayor Muriel Bowser

Ward 7 Business and Community Partnership Festival

Dwanda Woodward

Ward 4 Fun Day


21

Apera Nwora addresses Ward 4 Seniors

Ward 4 Annual State of the Senior Address

DOES Job Fair

H Street Festival

Barbara Smith, PPC-Leftwich

Anwar Saleem, Executive Director,

H Street Main Street

Daminique Branch, Washington Gas


22

Attachment H Contractors’ Toolkit


23

Attachment I PROJECTpipes II Overview Frequently Asked Questions

What is PROJECTpipes? PROJECTpipes is Washington Gas’ 40-year accelerated pipeline replacement program launched in 2014 in the District of Columbia that is designed to enhance the safety and reliability of our system. The plan, approved by the Public Service Commission of the District of Columbia (PSC), has allowed us to work over the past four years replacing aging infrastructure across Washington, D.C., where we have successfully replaced approximately 13 miles of pipe and 3,000 service lines. Washington Gas recovers the associated costs through a PSC-approved billing surcharge. The first phase of the program ends in September 2019.

PROJECTPipes OVERVIEW

WHY IS IT NEEDED?

Washington Gas has served the D.C.-area for 170 years. Like all older metropolitan

systems, our pipeline system in D.C. is aging and we are working diligently to

modernize it over time through our PROJECTpipes program. The investment and

planning that have gone into effectively managing PROJECTpipes has led to many

positive results, including enhancing the safety and improving the reliability of our

distribution system in the District of Columbia. The project has enabled Washington Gas

to accelerate replacing portions of our aging facilities through a proactively developed

and PSC-approved annual project list.

HOW MUCH HAS BEEN INVESTED?

The first phase of Washington Gas’ PROJECTpipes program will be completed by

September 30, 2019, with approximately $110 million invested thus far. The initial work

has resulted in increased reliability and enhanced safety of our Washington, D.C. system

by replacing certain portions of our aging system as identified and approved using our

annual project lists in close coordination with the PSC.

WHAT ARE SOME OF THE BENEFITS?

Through its completion of Phase 1 PROJECTpipes work, Washington Gas has

• created an estimated 616 full time jobs;

• added Gross Domestic Product in the District of Columbia at an estimated

$57.6 million; and

• reduced greenhouse gases (GHG) released from its distribution system by an

estimated cumulative reduction total of 5,674 metric tons of carbon dioxide equivalent

emissions, which is the equivalent of 989 homes’ electricity use for one year.

Project work has also included the installation of service safety valves, new locating

technology, updated mapping of our facilities, and uprating our low pressure systems

which can reduce instances of water infiltration into pipelines that can cause outages.

WHAT IS THE PLAN GOING FORWARD?

Washington Gas is proposing a plan to implement the next five years of PROJECTpipes

and continue the program’s success and progress to further enhance safety and

improve reliability. Much like Washington Gas’ current Phase 1 plan, we would continue

our efforts to replace portions of our natural gas distribution pipe on an accelerated

basis and recover the associated costs through a billing surcharge mechanism as

previously approved by the PSC in the first phase of PROJECTpipes.

PROJECTpipes Phase 2 proposes to enhance the safety and reliability of Washington

Gas’s distribution and transmission systems in D.C., while also reducing greenhouse

gas emissions related to leaks on aging infrastructure.

WASHINGTON GAS — PROJECTpipes

Specifically, for the distribution system, Washington Gas is proposing to replace

approximately 22 miles of pipe and 8,274 service lines from October 1, 2019 through

December 31, 2024.

Washington Gas will prioritize the selection and timing of replacing specific types of

facilities within specific categories, based on their relative risk, construction efficiencies,

and other factors using established pipeline integrity evaluation and risk assessment

tools. Program categories include the following areas of focus:

• Bare Steel Main and Services

• Unprotected Wrapped Steel Main and Services

• Vintage Mechanically Coupled Main and Services

• Cast Iron Main

• Copper Services

• Distribution Gauge Lines

• Regulator Station Enhancements

• Low Pressure Service Replacements/Transfers

HOW DOES WASHINGTON GAS DECIDE WHICH

PIPES NEED REPLACING?

Through its Distribution Integrity Management Program (DIMP), Washington Gas

identifies, evaluates and prioritizes pipeline integrity risk, and takes appropriate action

to reduce risk. Accelerated replacement is one of those activities. The company utilizes

a common and effective industry risk assessment tool to identify and prioritize projects

for replacement. HOW WILL THIS CONSTRUCTION AFFECT MY

NEIGHBORHOOD AND MY COMMUTE TO WORK?

There will be disruption due to construction, but Washington Gas works to minimize

these disruptions as much as possible. There will be impact on vehicular and

pedestrian traffic, parking and noise. The construction work, which will be permitted

by the District Department of Transportation (DDOT), will subject Washington Gas

to certain restrictions, including work hours and will be closely coordinated with

the scheduled activities of other underground service utilities. Washington Gas

will maintain its commitment to safety and efficiency, strive to keep disruptions to a

minimum, and will continue to work to keep communities informed when work may

impact them. HOW MUCH WILL THE NEXT PHASE COST?

Washington Gas will continue to replace portions of our older infrastructure at an

accelerated pace through its PROJECTpipes Phase 2 proposal for a total expenditure

of approximately $305.3 million.

PROJECTpipes — WASHINGTON GAS

Annual Average

Residential Gas Bill

2007Cost of Gas CustomerCharge Distribution

TOTAL

$793.50$94.20

$316.62$1,204.32

2018Cost of Gas CustomerCharge Distribution

TOTAL

$337.88$157.20

$383.89

$878.97

washingtongas.com

Customer Service: 844-WASHGAS

Natural Gas Leaks/Emergencies:

911 and then 844-WASHGAS

WHAT WILL BE THE IMPACT ON MY BILL?

For 2018, the amount of PROJECTpipes surcharge for an average residential heating

customer was approximately $25 annually, or $2.08 per month. For 2019, it is projected

to be approximately $49 annually or $4.08 per month.

Due to the substantial decrease

in natural gas prices, customers

actually pay less today for natural

gas service than they did in 2007

— even with the PROJECTpipes

surcharge included in their bill.

For more information about PROJECTpipes,

contact Apera Nwora at [email protected]

or call 202-624-6400.

27%

From 2007 to 2018,

PRICES have DROPPED

2007 $1,204.32

2018 $878.97

202 .624 .6400

Project_pipes@washgas .com

www .washingtongas .com/safety-education/safety/pipe-replacement-projects

If you smell natural gas, call 911 and the Washington Gas Emergency Leak Line at 844-WASHGAS

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