Report on Toronto Hydro response to December 2013 ice storm

STRAT

Th

TEGIES FOR COM

he Respo

The

MPLEX ORGAN

onse of Tto the

e TorontoD

NIZATIONS

Fina

Toronto e Decem

June

Pre

o Hydro IDavid J. M

SeaJosephCarlo

Pre

al Repo

Hydro‐Eber 201

e 19, 201

epared for:

ndependMcFaddenn Conwayh Pennachos D. Torr

epared By:

ort

Electric S3 Ice Sto

4

: dent Revien, Chair y hetti res

System orm

ew Panel

Limited

l

1.

1.1

1.2

1.3

1.4

2.

2.1

2.2

2.3

3.

4.

5.

5.1

5.2

5.3

5.4

5.5

5.6

5.7

5.8

5.9

Executive Su

1. Synopsi

2. Review

3. Summa

4. Moving

Introduction

1. Purpose

2. Approa

3. Evaluat

Overview of

The Decemb

Findings and

1. Overvie

2. Emerge5.2.1. Emer5.2.2. Emer

3. Resourc5.3.1. Resou5.3.2. Resou

4. Damage5.4.1. Dama5.4.2. Dama

5. Restora5.5.1. Resto5.5.2. Resto

6. Commu5.6.1. Comm5.6.2. Comm

7. Commu5.7.1. Comm5.7.2. Comm

8. Informa5.8.1. Inform5.8.2. Inform

9. Vegetat5.9.1. Veget5.9.2. Veget

ummary ___

is of the 2013

Scope and A

ary of Finding

g Forward __

n _________

e, Governanc

ch and Meth

ion Areas __

f Toronto Hy

ber 2013 Ice

d Recomme

ew ________

ency Planninggency Planninggency Planning

ce Acquisitionurce Acquisitiource Acquisitio

e Assessmentage Assessmenage Assessmen

ation Executiooration Executioration Executi

unications – Cmunications – Cmunications – C

unications – Omunications – Omunications – O

ation Systemmation Systemmation System

tion Managemtation Managetation Manage

Table

__________

3 Storm and T

Approach ____

gs and Recom

____________

__________

ce, Scope ___

odology ____

____________

ydro System

e Storm and

endations __

____________

g and Prepareg and Preparedg and Prepared

n and Allocaton and Allocatioon Recommend

t and Restorant and Restoratnt and Restorat

on _________on Findings __on Recommen

Customer ConCustomer ContCustomer Cont

Other StakehOther StakehoOther Stakeho

s and Technoms and Technolms and Technol

ment and Sysement and Systement and Syst

of Conte

___________

Toronto Hydr

___________

mmendations

___________

___________

___________

___________

___________

m __________

Toronto Hyd

___________

___________

edness _____dness Findingsdness Recomm

tion _______on Findings __dations ______

ation Plannintion Planning Ftion Planning R

_______________________ndations _____

ntact ______tact Findings _tact Recomme

olders _____olders Findingsolders Recomm

ologies _____ogy Findings _ogy Recomme

stem Hardentem Hardeningtem Hardening

ents

__________

ro’s Response

____________

___________

____________

__________

____________

____________

____________

__________

dro’s Respon

__________

____________

____________ ____________

mendations ___

______________________________________

ng _________Findings _____Recommendat

______________________________________

_________________________endations ____

________________________

mendations ___

_________________________endations ____

ing/Resiliencg/Resilience Fing/Resilience Re

___________

e _________

___________

___________

___________

___________

___________

___________

___________

___________

nse _______

___________

___________

___________________________________

___________________________________

_______________________ions ________

___________________________________

___________________________________

___________________________________

___________________________________

ce _________ndings ______ecommendatio

_________

___________

___________

___________

___________

________ 1

__________ 1

__________ 1

__________ 1

________ 1

________ 1

________ 2

__________ 2

__________ 2___________ 2___________ 3

__________ 3___________ 3___________ 4

__________ 4___________ 4___________ 4

__________ 5___________ 5___________ 5

__________ 6___________ 6___________ 7

__________ 7___________ 7___________ 8

__________ 8___________ 8___________ 8

__________ 9___________ 9ons _______ 9

4

4

6

7

9

0

10

11

13

4

6

20

20

22 23 31

34 36 41

43 44 49

51 53 59

60 62 72

76 77 81

84 86 89

90 93 97

ii

5.1

6.

Appe

Appe

Appe

Appe

Table Table Table Table Table

FigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigureFigure

10. Toronto5.10.1. To5.10.2. To

Moving For

endix A: Glo

endix B: Util

endix C: Sum

endix D: Sum

1: Alignment o2: Alignment o3: Toronto Hyd4: Recommend5: Example of

e 1: 2013 Ice Ste 2: Event Bence 3: Utility Emee 4: Toronto Hye 5: Surface Mae 6: 2013 Ice Ste 7: Event Bence 8: Toronto Hye 9: Canada ane 10: Toronto He 11: Decembee 12: Toronto He 13: Decembere 14: Example oe 15: Restoratioe 16: Web‐basee 17: Power Oue 18: Sample Twe 19: Toronto H

o Hydro‐City oronto Hydro –oronto Hydro –

ward ______

ossary of Ter

lity Mutual A

mmary of Fin

mmary of Pu

of Toronto Hydof Toronto Hyddro System Stadations Referenan ETR Timing

torm Restoratiochmark Compaergency Managydro Service Teap of 2013 Ice Storm Restoratiochmark Compaydro Incident Cd Ontario EM IHydro Grid Disrer 19, 2013 PreHydro Grid Emer 2013 Ice Storof Mast Damagon Approachesed Contact Formutage Reportingwitter MessageHydro Vegetati

Coordination– City Coordina– City Coordina

__________

rms _______

Assistance P

ndings and R

ublic Comme

Table

dro Assessmentdro Assessmentatistics _______nce Keys _____g Matrix ______

Table

on Timeline wirison ...............gement Life Cycerritory ............Storm at Peak on Timeline wirison ...............

Command SysteIncident Manaruption Responess Release ......ergency Levels .rm Restorationge ...................s ......................m ....................g Form ............es ....................on‐Related Ou

n __________tion Findings _tion Recomme

___________

___________

Providers ___

Recommend

ents _______

e of Table

t Scope to Emet Scope to Eme_______________________________________

e of Figur

ith Key Milesto.......................cle .........................................Intensity ........ith Key Milesto.......................em Structure ..agement Systemnse Organizatio.............................................. .........................................................................................................................................utages and SAIF

_________________________endations ____

__________

__________

__________

dations ____

__________

es

ergency Managergency Manag____________________________________

res

ones .............................................................................................................ones ...............................................................m Structure .....on ...........................................................................................................................................................................................................FI (2003‐2013)

___________________________________

___________

___________

___________

___________

___________

gement Lifecycgement Lifecyc_______________________________________

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__________ 9___________ 9__________ 10

_______ 10

_________ i

_________v

_________ i

_________ x

cle _________cle ________ 1___________ 1___________ 2___________ 5

.......................

.......................

.......................

..................... 1

..................... 1

..................... 1

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..................... 2

..................... 2

..................... 2

..................... 2

..................... 2

..................... 4

..................... 5

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..................... 7

..................... 7

..................... 8

..................... 9

98 99 00

02

iii

vii

iv

xi

7 13 14 22 51

5 6 6

15 16 18 19 24 25 25 27 29 46 55 57 70 71 80 95

iii

1. EIn eaexecuCompemerimproconsuNorthSummToronfindin

1.1.

On Da freepreciin 3157% (the edamabreakwidescauseecono

Toronmanaresouby 8 athe stserviccustothe mafter resum2014Hydrorestofield contras the

Executive

rly January 2utive managpany’s resporgency manaovement. Toulting firm wh America, tmary to the nto Hydro’s ngs and reco

Synopsis

ecember 21ezing rain evpitation – m3,000 servic(416,000) ofevent, which age was causking the linespread poweed extensiveomic losses.

nto Hydro qagement teaurces, whicha.m. on Dectorm systemce area. Powomers who cmorning of Jathe restoratmed normal . Approximao’s core tradoration effortworkers (linractors and te company m

Summar

2014, Torontgement comonse to the 2agement praoronto Hydrowith extensivo conduct thIRP Final Reresponse; a ommendatio

s of the 20

1 and 22, 201vent that bromore than twce interruptiof the customultimately ased by tree ls. In additioer outages, te property da

uickly mobilam and calle began restoember 22, 2m departed twer was restcould receiveanuary 2, 20tion began. Toperations ately 98% of de workers st, aided by ae and forestten other utmanagemen

ry

to Hydro Sysmissioned a2013 Ice Stoactices that ao retained Dve experienche assessmeport includedescription

ons of the Pa

013 Storm

13, the Greaought betwewo‐year’s woons (at peak

mers served baffected molimbs fallingn to the event amage and

ized its d in availabloration work2013, beforethe Companyored to all e service by 014, 11 days Toronto Hydon January 3Toronto supported thanother 450 try) from ilities, as went and

E

stem Limitedn Independerm. The inteare working Davies Consuce in utility eent under thes: a brief ovof the scope

anel.

and Toron

ter Toronto een 20 and 3orth – in twok) to Torontoby Toronto Hre than one on power li

le k y’s

dro 3,

he

ell

Executive S

d (Toronto Hent Review Pention of thewell and areulting LLC, a emergency ree direction oerview of the of the revi

nto Hydro’s

Area (GTA) 30 millimetreo days. This so Hydro custHydro lost pomillion Citynes, either c

Summary

Hydro or thePanel (IRP) te review waseas in need oleading manesponse throof the IRP. The 2013 Ice Siew; and hig

s Response

was at the ees of freezinsevere ice stotomers. Appower at oneresidents. Mcreating faul

e Company) o review thes to confirm of nagement oughout his ExecutiveStorm and hlights of th

e

epicentre of g orm resultedroximately e point durinMost of the lts or

e

e

he

d

g

4

profeToron

Figurnotin

1

2

3

4

5

6

7

Figure

Whenrestoshow

essional officnto Hydro ov

e 1 shows thng the follow

. Initial wea

. Initial req

. Power resOperation

. Approximrestoratio

. Approxim

. Approxim

. All custom

e 1: 2013 Ice St

n comparedorations, Torwn in Figure 2

ce staff. Notaver the cour

he progress wing mileston

ather statem

quest for mu

stored to all ns Centre (EO

mately 86% oon);

mately 90% o

mately 99% o

mers who ca

torm Restorati

to the perfoonto Hydro’2.

ably there wrse of the res

of Toronto Hnes:

ments warnin

tual assistan

critical facilOC);

of all custom

of customers

of customers

n accept ser

ion Timeline w

ormance of o’s overall pe

E

was only onestoration an

Hydro’s rest

ng of a pote

nce issued by

ities designa

ers affected

s out at peak

s out at peak

rvice restore

with Key Milest

other utilitierformance is

Executive S

e recordable nd no deaths

oration afte

ntial ice eve

y Toronto H

ated by the C

d restored (7

k restored;

k restored; a

ed.

tones

es conductins well within

Summary

safety incids attributed t

r the 2013 Ic

ent;

ydro;

City Emerge

72 hours from

and

ng ice and snn the industr

ent at to the storm

ce Storm,

ncy

m the start o

now storm ry norm as

m.

of

5

Figure

Source

1.2.

The omanafour‐

Figure

e 2: Event Benc

e: Davies Cons

Review S

organizing fragement (EMphase cycle,

e 3: Utility Eme

chmark Compa

ulting Storm R

Scope and

ramework foM) life cycle,, anchored b

ergency Manag

arison

Response Bench

d Approach

or the Toront as adapted by a compre

gement Life Cy

E

hmark Databas

h

to Hydro revto the utilityhensive incid

ycle

The reviewHydro’s realign to thecycle.

Executive S

se, 2014

view is the wy environmedent commu

w addressed sponse. Tabe utility eme

Summary

widely‐used ent. Figure 3unications st

nine areas ole 1 shows hergency man

emergency 3 depicts thistrategy.

of Toronto how they nagement lif

s

fe

6

Table 1:

The DapprostakerevieCity aapprostakecente

1.3.

The rexecusumm

Em

Prepa

Respo

Mitig

Incide

Alignment of

Davies Consuoach to condeholders, recwed relevanand Provincioach taken beholders andered, and inf

Summar

review of Touted emergemary finding

Toronto Hmanagemapproach

Customerstatus (inc

The Compstrategy a

The Comprestoratio

mergency Ma

are

ond and Rec

gate

ent Commu

Toronto Hydro

ulting team uduct the 201ceived close nt internal pal regulationby the team d lead to findformed by le

ry of Findin

ronto Hydroency managegs for each ar

Hydro followment level, b across the C

rs could not cluding estim

pany’s incideand unity of

pany securedon and execu

anagement

cover (Resto

nications

o Assessment

used a struc13 Ice Stormto 100 publlans, reportsns, policies, apreserved tdings and receading pract

ngs and Re

o’s response ement practrea evaluate

wed an Incideut had not fCompany;

obtain timemated time

ent communmessage, m

d and deployuted the ove

Life Cycle

ore)

E

Scope to Eme

ctured, comp Review. Theic comments and documand emergehe confidencommendattice.

ecommend

to the 2013tices and areed, are:

ent Commanully develop

ly and accurof restoratio

nication perfmet or exceed

yed mutual erall mutual

Tor

EmergPrepa

Resou Dama

Planni Resto Inform

Techn Toron

VegetHarde

Comm Comm

Executive S

rgency Manag

prehensive, ey interviews through To

mentation, anency managetiality of infotions that we

dations

3 Ice Storm reas in need o

nd System‐bped, trained,

rate informaon, or ETR) d

formance, wded industry

assistance rassistance p

ronto Hydro

gency Planniredness

urce Acquisitge Assessmeing ration Execumation Systenologies to Hydro – C

ation Managening/Resilie

munications –munications –

Summary

gement Lifecyc

principles‐bawed nearly 80own Halls annd considereement practiormation prere objective

revealed botof improvem

based approa and exercis

ation about tduring the ev

with a definey best practi

esources eaprocess gene

o Review Sco

ing and

tion and Alloent and Rest

ution ems and

City Coordin

gement andence

– Customer – Other Stak

cle

ased 0 nd email, ed pertinentices. The rovided by e, data‐

th well‐ment. The

ach at the sed the

their outagevent;

d media ces;

rly in the erally well;

ope

ocation toration

ation

System

Contact keholders

t

7

The Imanaevalu

The proceleading prexecuted;

While theoverall reindustry;

Toronto Htechnologrestoratio

The circuicycle whicstandards

RP identifiedagement. Thuated:

Update ethe documand struc

Improve sETRs and

Develop cinformatioutages;

Work witsystem haand targe

Educate cresponsiboccur (e.gproperty)

Codify theequipped

Pre‐definexecuted

Update anprovide re

ess for deterractices; how;

e restorationstoration du

Hydro has imgy systems, bon support a

it‐based vegch meets or s and City of

d 25 recommhe following

mergency rementation oture;

situational afacilitate foc

capacity to pon related t

h key stakehardening andeted convers

customers anbilities and ag., impacts re);

e process fo resources;

e restoratioefficiently a

nd further ineal or near‐r

rmining restowever, the d

n approach vuration was

mplemented but has not and situation

getation manexceeds indf Toronto by

mendations flist is a sum

esponse planf key proces

wareness cacus on critic

provide custoo their outa

holders to idd resilience sion of line s

nd stakeholdre better preequiring rep

r rapid acces

n approacheand safely;

ntegrate keyreal time int

E

oration priodamage asse

varied amonsimilar to th

some advanfully integranal awarenes

nagement prdustry best p‐laws.

for considermary of thes

ns to align wsses and pro

apabilities toal priorities;

omers timelges, during d

entify, agreeinitiatives, inegments to

ders to ensuepared and pair of damag

ss to and de

es that are sc

y informationelligence du

Executive S

rities was inessment proc

g the Local Chat of compa

nced operatated them toss; and

reventive prpractice and

ration by Torse recomme

with vision ancedures, an

o enable dev;

y access to rday‐to‐day,

e upon, and ncluding vegundergroun

ure that theymore fully inged equipm

eployment of

caled to out

n and operauring major e

Summary

line with incess was not

Command Carable event

ional and info provide ade

ogram is on follows indu

ronto Hydroendations by

nd strategy, d train respo

velopment o

report and oas well as la

fund cost‐bgetation mannd constructi

y understandnformed whent on custo

f trained, ce

tage levels a

tional systemevents; and

dustry t fully

entres, the s in the

formation equate

a three‐yeaustry prunin

o y area

incorporateonse roles

of accurate

obtain criticarge‐scale

eneficial nagement ion;

d their hen incidentsomer

rtified, and

nd can be

ms to

ar g

e

al

s

8

1.4.

The 2ToronToroncoordwithiHydroCompsafe. sever

In accpresemakepowecall foof Onservepartie

Enhance coutreach,awarenes

Moving

2013 Ice Stornto residentnto Hydro pedinated, andn a reasonao performedpany’s manaAs expectedral aspects o

cordance wiented in thise to further eer outages. Aor closer coontario to pree as the startes.

collaboratio, messaging,ss of major e

Forward

rm was an uts and testedersonnel invd intensive reble timeframd the restoraagement andd with any laof the emerg

th the comm report focuenhance its Additionally,operation amepare the comting point fo

n between T, and educatevents.

unprecedentd the mettle volved in theesponse, theme given theation in a mad approach targe incidentgency respon

missioned scus mainly on ability to res, and notablymong Torontmmunity foror a more sus

E

Toronto Hydtion to impro

ed event thaof the first r

e recovery efe communitye amount ananner consisto the restort, the recovense that can

cope of the Pthe improvespond to futy, several ofto Hydro, thr future majostained, coo

Executive S

dro and the Cove citizen p

at disruptedresponders, ffort. Througy was safelyd type of dastent with inration was pery from thisbe further i

Panel reviewements thatture events tf the recomme City of Toror outage evordinated eff

Summary

City to integpreparednes

d the lives of as well as thgh a dedicat restored toamage sufferndustry normprudent, diligs ice storm amproved.

w, the recomt Toronto Hythat cause wmended impronto and thvents. This rfort among a

rate s and

most he City and ted, normalcy red. Torontoms. The gent, and also exposed

mendationsydro can widespread provements he Province eport shouldall of these

o

d

s

d

9

2. InOn Dresultcustolost pmillioextenapprocontrthe tiaccepincidethe st

2.1.

On Japublipriorand CincideindepintenareasensurIRP m

Toronwith cond

1 The pinterrudiffereIce Sto

ntroducti

ecember 21ting in approomers1. Apprpower at oneon city residensive properoximately 1,ractors (i.e., ime the restpt power by ent at Torontorm.

Purpose

anuary 9, 20c on the Comities, and coCEO of Toronent we havependent panntion of the rs in need of re the objecmembers are

David J. M

Joseph Pe

Sean Con

Carlos D. of New Yo

nto Hydro reextensive exuct the revie

peak number oupted at the saent points in tiorm.

ion

1 and 22, 201oximately 31roximately 5e point durinents. In addirty damage a250 field resoff‐system),toration begJanuary 2, 2

nto Hydro ov

e, Governa

14, Toronto mpany’s emommunicationto Hydro, re faced.” At tnel to oversereview was timprovementivity of the e:

McFadden, P

ennachetti, C

way, Visiting

Torres, Viceork, Inc.

etained Davixperience inew under th

of customer intame time. Sincme, ultimately

13, a severe 13,000 servic57% (416,000ng the eventition to wideand economsources, incl, restored sean. Crews co2014. Notabver the cours

ance, Scope

Hydro execergency preons strategy emarked thathat time, thee a review oto confirm pnt. The role review and

Panel Chair a

City Manage

g Fellow, Ce

e President o

ies Consultin utility emere direction o

terruptions repe the event lasy resulting in 41

ice storm stce interrupt0) of the cust, which ultimespread powmic losses. Toluding moreervice to 75%ompleted rely, there wase of the res

e

utives held aparedness pduring the iat the 2013 he Company of its responpractices thatof the Indepprovide guid

nd Partner,

er, City of To

ntre for Urb

of Emergency

ng LLC, a leadrgency respoof the IRP. T

presents the hsted for severa16,000 custom

Introduction

truck the greions (at peastomers servmately affecwer outages, oronto Hydro than 400 fr% of customestoration ofs only one restoration and

a press confplanning, resncident. AntIce Storm wannounced

nse to the 20t are workinpendent Revdance and s

Gowling Laf

ronto;

an Energy –

y Managem

ding manageonse throughhe effort be

ighest numberal days, additiomers experienci

n

eater Torontk) to Torontved by Toroncted more ththe event co deployed om other uters within 4f all customeecordable sad no deaths

erence to brstoration appthony Haine

was “the mosits establish

013 Ice Stormng well and tview Panel (Iubject matte

fleur Hender

– Ryerson Un

ent, Consoli

ement consuhout North Agan in late J

r of customers onal customersing an interrup

to area, to Hydro nto Hydro han one aused

tilities and 8 hours fromers who coulafety attributed t

rief the proach and s, President st disruptive hment of an m. The to identify RP) was to er expertise

rson LLP;

niversity; and

dated Ediso

ulting firm America, to anuary 2014

who were s lost power at ption during th

m d

to

.

d

n

4.

e

10

The smanafour‐

The mmana

2.2.

The Dcomp

scope of the agement (EMphase cycle,

main compoagement life

Prepared– Organ– Emerg– Emerg– Emerg– Exerci

Response– Mobil– Resou– Respo– Logist– Resto– Situat– Wires– Work – Demo

Incident C– Comm– Estima

tracki– Key m– One‐v– Social– Liaiso– Custo

Mitigatio– Veget– Pole i– Storm

Use of Su

Approac

Davies Consuprehensive, p

assessmentM) life cycle,, centered b

nents assesse cycle are:

ness nization and gency Respogency (or segency managises (table to

e and Recoveization and urce acquisitonse structutics ration stratetional awares down and cplanning an

obilization

Communicatmunication sated Time ong

message devevoice commu media n program mer call cen

n (Distributtation managnspection

m hardening

upporting Te

ch and Me

ulting team cprinciples‐ba

t included al as adapted y a compreh

sed within e

responsibilionse Plan strcond) roles gement traiop and funct

ery (Restoralevel declaration and allore and roles

egy and execness and dacut, clear annd prioritizat

tion trategy f Restoratio

elopment unication

ntre

ion Infrastrugement

echnology Sy

ethodology

conducting tased approa

l aspects of to the utilityhensive incid

ach phase o

ty for emergructure and cprocess ning programtional)

ation) ation cation /responsibil

cution efficiemage assessd make safetion

n (ETR) deve

ucture Main

ystems (Ope

y

the assessmach to evalua

Introduction

the widely‐uy environmedent commu

of the utility

gency managcompletene

m

ities

ency sment e process

elopment, d

ntenance and

erational an

ent used a sate Toronto

n

used emergeent. Figure 3unications st

emergency

gement ss

issemination

d Improvem

d Informatio

structured, Hydro’s resp

ency 3 depicts thisrategy.

n, and

ment)

on)

ponse to the

s

e

11

2013 commdocuemercore

DavieToron

1

2

Ice Storm. Tments throumentations,rgency manaprinciples gu

Transpareto Compa

Inclusivencontribut

Data‐centquantitatextent po

Informed develop inDavies Comuniciparesearch;

Confidentinterestedattributab

es Consultingnto Hydro:

. Understanthe magnsystem, uinterview

. Collect peToronto Hstakeholdprocess. CToronto HToronto efeedback (torontoicSubmittedand otherCity and Pcode, tree

They interviegh Town Ha, and consideagement prauided the wo

ency – consuany informat

ness – represe through in

tered analysive and qualossible;

by leading pnterview quonsulting’s pl utilities, paand

tiality – sourd parties is nble to individ

g used the fo

nd the impaitude of the

using weathews.

ertinent dataHydro managders in the 20Conducted inHydro managemployees; athrough thrcestorm@dad approximar program daProvincial poe trimming s

ewed nearlylls and emaiered pertineactices. Throork of the D

ultants condtion and per

sentatives onterviews, pu

sis– findings litative data

practice – knestions androject work articipation i

rce informatnot shared oduals or grou

ollowing me

ct of the stoe 2013 Ice Ster reports, To

a about Torogement and013 Ice Stornterviews wgement andand City of Tree town halaviescon.comately 50 dataata. Review olicies and restandards).

y 80 stakehoil, reviewed ent City and oughout the avies Consu

ucting fact‐fsonnel;

of stakeholdeublic town h

and recommand origina

nowledge ofto guide anawith more tn industry a

tion providedoutside Davieups.

ethodology t

orm on Toronorm’s impacoronto Hydr

onto Hydro’s the IRP, idem emergenc

with a represe front‐line pToronto elecll meetings am) for thosea requests fodocumentategulations (e

Introduction

lders, receivrelevant inteProvincial reassessment lting team:

finding and a

er groups hahalls, and em

mendations l sources of

f industry leaalysis; this kthan 35 invessociations,

d by individues Consultin

o conduct th

nto Hydro’s sct on Torontro‐provided

s performancentified particy managementative cropersonnel; Ucted leaders.and via publi who were nor operationtion providee.g., electric

n

ved close to ernal plans, egulations, pprocess, the

analysis hav

ave an oppormail feedback

are substantdata are use

ading practicnowledge isstor‐owned and proprie

ual interviewg and findin

he assessme

system. Chao Hydro’s didocumentat

ce. In collaboicipants andment and resoss‐section innion leaders. Collected pic email addnot able to anal, call centred along withsafety code

100 public reports, andpolicies, ande following

e full access

rtunity to k;

tiated by ed to the

ces is used tos drawn fromand

etary

wees and gs are not

ent of

racterized istribution tion, and

oration with other storation ncluding: ship; City of public ress attend. re, system, h pertinent , building

d

s

o m

h

12

3

4

2.3.

The Dplannthe enumeHydroevent

Table 2:

Em

Prepa

Respo

Mitig

Incide

. Analyze dof Torontand standToronto Hutilities uDatabasestrengthsrecomme

. Develop fToronto Hsummarizwithin thefor Toron

Evaluati

Davies Consuning, prepareemergency reerous and sigo and City ret like the 20

Alignment of

mergency Ma

are

ond and Rec

gate

ent Commu

data to develo Hydro’s redards, industHydro’s perfsing Davies C, which is de and opportendations to

final report. Hydro’s emezed leading oe scope of thto Hydro ma

ion Areas

ulting reviewedness, and esponse life gnificant areesponders w13 Ice Storm

Toronto Hydro

anagement

cover (Resto

nications

lop findings esponse, comtry standardormance (e.Consulting pescribed lateunities for imaddress are

Prepared a cergency manor expected he review, aanagement c

w addressed response prcycle as shoeas of overlawhen supporm.

o Assessment

Life Cycle

ore)

and recommmparing Comds, and leadin.g., restoratiproprietary Ser in this repmprovemeneas in need o

comprehensagement anpractice in end detailed consideratio

nine areas oractices. Theown on Tableap and integrting the reco

Scope to Eme

Tor

EmergPrepa

Resou Dama

Planni Resto Inform

Techn Toron

VegetHarde

Comm Comm

Introduction

mendations.mpany perfong practiceson durationStorm Respoort. Formulat. Developeof improvem

sive written nd restoratioeach of the nthe findingson.

of Toronto He first eight oe 2. The nintration that oovery of the

rgency Manag

ronto Hydro

gency Planniredness

urce Acquisitge Assessmeing ration Execumation Systenologies to Hydro – C

ation Managening/Resilie

munications –munications –

n

Evaluated eormance aga. Compared , cost) to thoonse Benchmated findingsd actionable

ment.

report that don performanine areas as and recomm

Hydro’s emeof these areath addressesoccur betwee community

gement Lifecyc

o Review Sco

ing and

tion and Alloent and Rest

ution ems and

City Coordin

gement andence

– Customer – Other Stak

each aspect inst its plansaspects of ose of othermark s of e

described nce, ddressed mendations

rgency as relate to s the een Toronto y after an

cle

ope

ocation toration

ation

System

Contact keholders

s

r

13

3. OToronToronan elecustodistriconsu

ToronincorToronmuniapprodistriterrit

Table 3:

Popul

Custo

Servic

Emplo

Distri

D(n

O

U

O

Po

Sw

Subst

Mete

Overview

nto Hydro bento Hydro owectricity distomers locatebution compumed in the

nto Hydro isrporated undnto (the “Cocipal electrioximately 65bution systetory.

Toronto Hydr

lation

omers

ce Territory S

oyees

bution

istribution cirnumber)

Overhead (mil

nderground (

Overhead tran

oles

witches

ations

rs (12/31/13)

of Toron

egan operatwns and opetribution sysed in the Citypany in CanaProvince of

wholly‐ownder the Ontaorporation”),c utilities int50,000 custoem characte

ro System Stat

ize

rcuits

es)

(miles)

nsformers

)

nto Hydro

tion on May erates $2.6 bstem which dy of Torontoada and distf Ontario.

ned by Toronario Business, its sole shato one, nearomers. Tableristics and F

istics

2.8 millio

733,800

630 squa

1,570

1,710

15,000 k

11,200 k

60,650

175,400

16,000

169 mun

648,000

OS

o System

2, 1911. Todbillion of capdelivers eleco. It is the lartributes appr

nto Hydro Cos Corporatioreholder. Inrly tripling Toe 3 provides

Figure 4 is a

on

are kilometer

km (9,321 mile

km (6,959 mile

nicipal station

distribution a

Overview oSystem

day, more thpital assets cctricity to morgest municiroximately 1

orporation, ons Act in 19 1998, Bill 10oronto Hydra snapshot map of Toro

rs (240 square

es)

es)

ns/35 transmi

and 85,800 in

of Toronto H

han 100 yearcomprised pore than 730pal electricit18% of the e

a holding co99 by the Ci03 amalgamo’s customeof Toronto Honto Hydro’s

e miles)

ission station

ndustrial/com

Hydro

rs later, rimarily of 0,000 ty lectricity

ompany ty of

mated six er base to Hydro’s s service

s (shared)

mmercial

14

Figuree 4: Toronto Hyydro Service Territory

OSOverview oSystem

of Toronto HHydro

15

4. TOn ThEnvirp.m. Hydrobetwtwo daccumtree lhavoctrans

The sof freDecewhiteDece

Figure

Powemornsyste

2 Sour

The Decem

hursday, Decronment Canon Saturdayo service ter

ween 20 and days),2 resultmulation leftlimbs acrossc across the sportation at

surface map eezing rain omber 22, 20e/blue areasmber 22, 20

e 5: Surface Ma

er outages stning when 31m continued

ce: Environme

mber 201

cember 19, nada, indicaty, Decemberrritory was a30 millimetrting in signift roads and s the region cGreater Tort one of the

of the stormover the Grea013, at 6:00 as are snowfa014.

ap of 2013 Ice

tarted short13,000 custod through th

ent Canada

13 Ice Sto

2013, Toronting the probr 21, 2013, aat the epicenres of freezinficant ice accsidewalks slcausing wideronto Area, tbusiest trav

m‐affected aater Torontoa.m. (red coll). The freez

Storm at Peak

ly after 8 p.momers were he morning o

Ta

orm and T

nto Hydro bebability of annd into Sundntre of a freeng precipitatcumulation oick and dangespread powthe storm crel times of t

rea, in Figuro Area at thelor represenzing rain sto

k Intensity

m. on Saturdwithout powof Monday,

The Decemand Toront

Toronto H

egan to trackn ice event. day Decembezing rain evtion (more ton trees andgerous and kwer outagesrippled Nortthe year.

re 5 below, se peak of thents the freezopped aroun

day and peawer. The remDecember 2

mber 2013 Io Hydro’s R

Hydro’s Re

k weather wStarting arober 22, 2013,vent that brothan two‐yead power lineknocked dow. In additionh American

shows the coe storm on Sing rain, whd 9:00 p.m.,

ked early onmnants of th23, 2013, and

ce Storm Response

esponse

warnings fromund 3:00 , the Torontought ar’s worth ins. The ice wn trees and to wreaking

oncentrationSunday ile , on Sunday,

n Sunday e weather d the

m

o

n

d g

n

16

CompUltimexpemillioon po

Toronwhichwork2014on Jaon threconsuppofrom timel

1

2

3

4

5

6

7

pany continumately, approrienced servon Toronto rower lines, e

nto Hydro qh began rest. Service wa, 11 days aftnuary 3, 201heir propertynnected to torted the recontractorsine with the

. Initial wea

. Initial req

. Power resOperation

. Approximrestoratio

. Approxim

. Approxim

. All custom

ued to experoximately 41vice interrupresidents. Theither creatin

uickly mobiltoration wors restored toter the resto14, after resy and requirehe grid. Appestoration efs and 10 othee following k

ather statem

quest for Mu

stored to all ns Centre (EO

mately 86% oon);

mately 90% o

mately 99% o

mers who ca

rience addit16,000 custoptions as a rehe majority ong faults or

ized its manrk by 8 a.m.o all customoration begatoring the reed permits fproximately 9ffort, aided ber utilities. Fkey mileston

ments warnin

utual Assistan

critical facilOC);

of all custom

of customers

of customers

n accept ser

Ta

ional outageomers, or 57esult of the Iof the damagbreaking the

nagement teon Decembe

mers who coun. Toronto Hemaining cufrom the Ele98% of Toroby another 4Figure 6 beloes:

ng of ice eve

nce issued b

ities designa

ers affected

s out at peak

s out at peak

rvice restore

The Decemand Toront

es as it bega% of all Toroce Storm, afge was cause lines.

am and calleer 22, 2013, uld receive pHydro resumstomers whctrical Safetyonto Hydro’s450 field worow shows th

ent;

by Toronto H

ated by the C

d restored (7

k restored;

k restored; a

ed.


n initial restonto Hydro cffecting mored by tree li

ed in availabwhen it was

power by Janmed normal oo experiencey Authority s core trade wrkers (line ane restoratio

Hydro;

City Emerge

72 hours from

and

ce Storm Response

oration. customers, re than one mbs falling

ble resourcess safe to nuary 2, operations ed damage (ESA) to be workers nd forestry) n progress

ncy

m the start o

s,

of

17

Figure

As paDavierestoBencof cuby thmetrindus

3 DavieThe daelectrihave timpro

e 6: 2013 Ice St

art of the reves Consultingorations, usinhmark Datastomers affee size of theics, Toronto stry norm.

es Consulting batabase currenic utilities acroto be carefully vement oppor

torm Restorati

view of Torog compared ng informatibase.3 Figureected at peae bubble). WHydro’s ove

began to develntly contains keoss North Amerevaluated, benrtunities exist.

ion Timeline w

onto Hydro’sthe Companon from its ce 7 depicts tak (on the Y‐When comparerall perform

lop its confideney statistics frorica. While eacnchmarking ca

Ta

with Key Milest

s restorationny’s responsconfidential the restoratiaxis) and thered to othermance during

ntial and proprom more than ch event is uniqn be valuable

The Decemand Toront

tones

n effort durinse to other icand proprieon duratione total cost or similar eveng the 2013 Ic

rietary Storm B95 major evenque and the coto identify are


ng the 2013 ce and snowetary Storm (on the X‐aof restorationts, accordince Storm wa

Benchmark Datnt responses byomparisons amas where pote

ce Storm Response

Ice Storm, w storm Response xis), percenton (indicatedng to these as within the

tabase in 2003y over 42

mong utilities ential

t d

e

3.

18

Figuree 7: Event Bencchmark Compaarison

TaThe Decemand Toront


ce Storm Response

19

5. F

5.1.

The frecomrecomof thiPrepaRestoStakeSyste

Each evalu

Findings a

Overview

following secmmendationmmendationis report. Tharedness; Reoration Execeholders; Infem Hardenin

finding of a uation area.

Toronto Hmanagemapproach

Customerstatus (inc

The incidemessage,

The Comprestoratio

Restoratioassessme

While theoverall re

Toronto Htechnologrestoratio

The circuicycle whicstandards

and Recom

w

ctions descrins to addressns are groupe areas are esource Acqution; Commformation Syng/Resiliency

strength anThe followin

Hydro followment level, b across the C

rs could not cluding estim

ent communwas in line w

pany securedon and execu

on prioritiesnt process w

e restorationstoration du

Hydro has imgy systems, bon support a

it‐based vegch is in line ws and City of

mmenda

ibe the findis opportunited within thpresented inuisition and municationsystems and Ty; and Toron

d area of imng statemen

wed an Incideut had not fCompany;

obtain timemated time

nication procwith industr

d and deployuted the ove

s were in linewas not fully

n approach vuration was

mplemented but has not and situation

getation manwith industrf Toronto by

FO

tions

ngs from theties for imprhe nine evalun the followiAllocation; – CustomerTechnologiento Hydro‐Ci

mprovement ts distill the

ent Commanully develop

ly and accurof restoratio

cess, with a ry leading pr

yed mutual erall mutual

e with industy executed;

varied amonin line with s

some advanfully integranal awarenes

nagement pry practices a‐laws.

Findings andOverview

e review androvement. Thuation areasing order: EmDamage Assr Contact; Cos; Vegetatioty Coordinat

is addressedkey findings

nd System‐bped, trained,

rate informaon or ETR) d

defined medractices;

assistance rassistance p

try practices

g the Local Csimilar even

nced operatated them toss; and

reventive prand follows

d Recommen

d provide 25he findings as described imergency Plsessment anommunicatioon Managemtion.

d in detail ws:

based approa and exercis

ation about turing the ev

dia strategy

esources eaprocess gene

s; however,

Command Cts in the ind

ional and info provide ade

ogram is on industry pru

ndations

5 and n Section 2.3anning and d Planning; ons – Other ment and

within each

ach at the sed the

their outagevent;

and unity of

rly in the erally well;

the damage

entres, the dustry;

formation equate

a three‐yeauning

3

f

e

ar

20

Likewlist is

Appeoppo

For eone okey fo

wise, each re a top line su

Update ethe documand struc

Improve sETRs and

Develop cinformatievents ;

Work witsystem haand targe

Educate cresponsiboccur (e.gpremise);

Codify theequipped

Pre‐definexecuted

Update anprovide re

Enhance coutreach,awarenes

endix C proviortunities for

asy referencof the evaluaor each eval

ecommendatummary of t

mergency rementation oture;

situational afacilitate foc

capacity to pon related t

h key stakehardening andeted convers

customers anbilities and ag., impacts re

e process fo resources;

e restoratioefficiently a

nd further ineal or near‐r

collaboratio, messaging,ss of major e

ides a summr improveme

ce, each recoation areas (uation area

tion is detailthe recomm

esponse planf key proces

wareness cacus on critic

provide custoo their outa

holders to idd resilience sion of line s

nd stakeholdre better preequiring rep

r rapid acces

n approacheand safely;

ntegrate keyreal time int

n between T, and educatevents.

mary table ofent) and reco

ommendatio(e.g., EPP‐1, .

FO

led within eaendations b

ns to align wsses and pro

apabilities toal priorities;

omers timelge, including

entify, agreeinitiatives, inegments to

ders to ensuepared and pair of damag

ss to and de

es that are sc

y informationelligence du

Toronto Hydtion to impro

f all of the finommendatio

on has an alpEPP‐2). The

Findings andOverview

ach evaluatiy area evalu

with vision ancedures, an

o enable dev;

y access to rg blue‐sky an

e upon, and ncluding vegundergroun

ure that theymore fully inged equipm

eployment of

caled to out

n and operauring major e

dro and the Cove citizen p

ndings (incluons organize

pha‐numericfollowing ta

d Recommen

on area. Theuated:

nd strategy, d train respo

velopment o

report and ond full‐scale

fund cost‐bgetation mannd constructi

y understandnformed whent on custo

f trained, ce

tage levels a

tional systemevents; and

City to Integpreparednes

uding strenged by evalua

c key associaable lists the

ndations

e following

incorporateonse roles

of accurate

obtain critica major

eneficial nagement ion;

d their hen incidentsomer

rtified, and

nd can be

ms to

rate s and

ths and ation area.

ating it to e reference

e

al

s

21

Table 4:

EPP

RA

DAP

RE

CCC

COS

IT

VMSH

TH –

5.2.

Acrosreceivgrowlevel Ontaeventof emRecogeventcomp

Leadi

4 Incideffectproced

The ICsmall a

The Prstandaemerginciderespon

Recommenda

Reference K

H

C

Emergen

ss the electrving heighte

wn in frequenstorms (e.g.rio floods ofts, there aremergencies/hgnizing that t occurs, utipetency, as i

“CEA memevery aspbusiness p

ing practice

Establishi

Incorpora

dent Commandive, efficient indures, and com

CS is used to mand large situa

rovince of Ontaardized organizgency responsents and is closenders in Ontar

ations Referen

Key

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In

V

T

ncy Planni

ic utility indened attentioncy and mag., Hurricane f 2013, and te growing cohazards, sucutilities playlity leaders allustrated in

mber compapect of the livpriority.”

utilities are

ng an emerg

ating the Inc

d System (ICS) incident managmmunications o

anage an incidations (Source:

ario has develozational structe in Ontario. IMely related to tio and many fi

ce Keys

mergency P

Resource Acq

Damage Asse

Restoration E

Communicat

Communicat

nformation S

Vegetation M

Toronto Hydr

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dent or a non‐e ICS Canada).

oped the Incidures, functionsMS addresses tthe Incident Corst responders

FEP

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lanning and

quisition and

essment and

Execution

ions – Custo

ions – Other

Systems and

Management

ro – City Coo

eparednes

th America, e last 10 yealustrated byrricane Sandasts of early ut and signifattacks, physal role in comemergency man Electrical

stand how imdians, makin

ng emergen

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mand System

ed on‐site mangrating a combhin a common

emergency eve

ent Managemes, processes, athe need for coommand Systes (wild land fire

Findings andEmergency PPreparednes

aluation Are

Preparedne

d Allocation

d Restoration

omer Contac

r Stakeholde

d Technologi

t and System

ordination

ss

emergency rs, weather‐y a number ody, Hurricane2014). In adicant effortssical attacks,mmunity recmanagemenl Association

mportant eleng emergenc

ncy managem

on, guiding p

m (ICS)4;

nagement systbination of faciorganizational

ent, and can be

ent System (IMnd terminologoordinated resem (ICS). ICS is e, search and r

d RecommenPlanning andss

a

ess

n Planning

ct

ers

ies

m Hardening

managemen‐related eveof recent cate Irene, the Addition to ths to address , and pandemcovery once nt a core corpn 2013 Annu

ectricity is tocy preparedn

ment by:

principles, a

em designed tilities, equipme structure.

e used equally

MS) that providgy for use at allponses to all tyused by some rescue, etc.) ac

ndations d

/Resiliency

nt is nts have tastrophic‐Alberta and e weather other typesmics. a major porate al Report:

o virtually ness a critica

nd strategy;

o enable ent, personnel

well for both

des levels of ypes of first cross Canada.

al

l,

22

The iorgantime.capab

This aprepa

5.2.1

Sincebetwthe cand R

Developinscalable, a

Designatimanaged

Conductinand enabactual eve

Coordinatexercising

Partnerinmanagemand

Tying emefor staff.

nfusion of enization take. It may takebilities.

assessment aredness cap

Adherenc

Emergenc

Emergenc

Resourcin

Emergenc

Liaison/Coelected of

1. Emergen

e 2008, Toroween one andorporate emRisk Manage

ng a set of eand address

ng formal emwithin a cen

ng annual syle the Compent;

ting with locg efforts;

g with regulment organiz

ergency man

mergency mes persistente five or mor

of Toronto Hpabilities in

ce to ICS prin

cy managem

cy managem

ng emergenc

cy training a

oordination fficials, Prov

ncy Plannin

nto Hydro hd four full‐timmergency maement Group

mergency res all‐hazards;

mergency rentral emerge

ystem‐wide epany to ident

cal and state

atory stakehzation and pr

nagement an

managementt leadership re years to fu

Hydro’s emeadvance of t

nciples and p

ment plannin

ment organiz

cy roles;

nd exercises

with externvincial agenc

ng and Prep

as had dedicme equivaleanagement fp. This group

FEP

esponse plan;

esponse roleency manag

exercises detify improve

e/provincial g

holders to enrogram is ap

nd prepared

t knowledgeattention, sully develop

ergency manthe 2013 Ice

practices;

ng;

ation and re

s; and

nal stakeholdcies, first res

paredness F

cated emergents (FTEs). Nfunction in 2p is responsi


ns that are c

es and respoement organ

esigned to stement oppor

government

nsure that thppropriately

dness to key

, skills, and dignificant inplans, train

nagement ple Storm addr

esourcing;

ders (e.g., Citponders).

Findings

gency planniNotably, Tor2012, placingble for the o


comprehens

nsibilities, idnization;

ress responsrtunities prio

ts in plannin

he emergenstaffed and

performanc

discipline acvestment, astaff, and ex

anning and ressed the fo

ty of Toront

ing staff, ranonto Hydro g it within thoverall corpo

ndations d

ive, useable

deally

se processesor to an

g and

cy resourced;

ce indicators

cross an nd dedicatexercise

ollowing:

o staff,

nging centralized he Strategy orate

,

s

s

d

23

emerfacilitand cResponot inGrid addre

Emer

1. Ew

ToronHydroManaroles This a

Toronand GFigur

Figure

5 The Pstandaemerginciderespon

rgency prepatating table coordinatingonse Plan prnclude sufficResponse Pless a larger‐

rgency Plann

mergency rewhich is cons

nto Hydro uso’s ICS impleagement Teain the Emerapproach is

nto Hydro’s Grid Disruptie 8 and Figu

e 8: Toronto Hy

Province of Onardized organizgency responsents and is closenders in Ontar

aredness (altop simulatig emergencyrovides the fcient descripan defines tscale event.

ning and Pre

esponse strusidered to b

ses ICS5 to mementation am roles andrgency Operconsistent w

ICS structurion Plan. It cure 9).

ydro Incident C

ntario has devezational structe in Ontario. IMely related to tio and many fi

l hazards), inons and funy managemeframework fption of all kethree levels o

eparedness S

ucture largee the indust

manage all tywas to estabd structure aations Centrwith compar

e is describeclosely aligns

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eloped the Inciures, functionsMS addresses tthe Incident Corst responders

FEP

ncluding devnctional exerent activitiesfor respondiey processesof emergenc

Strengths

ely aligns wittry leading p

ypes of emeblish the Crisand train exere (EOC) andably‐mature

ed in the Coms to the Cana

tem Structure

dent Managems, processes anthe need for coommand Systes (wild land fire


veloping emrcises, trainin across the Cng to major s and procedcies which m

th the Incidepractice in e

rgencies. Thsis Managemecutives andd System Ope ICS program

mpany’s Crisadian and Pr

e

ment System (Ind terminologyoordinated resem (ICS). ICS is e, search and r


ergency respng staff, benCompany. Thevents; howdures. Additmay not be su

ent Commanmergency re

e initial focument Team ad managers werations Cenms at other

sis Managemrovincial ICS

MS) that proviy for use at all ponses to all tyused by some rescue, etc.) ac

ndations d

ponse plans,nchmarking,he Grid wever, it doetionally, the ufficient to

nd System, esponse.

us of Torontoand Incidentwho fill thosntre (SOC). utilities.

ment Plan models (See

ides levels of ypes of first cross Canada.

,

es

o t se

e

24

The CCommSafetAdmiHydro

1

2

At ToliaisoEmerinclud

Figure

The Goutagguidethan Figur

Company’s ICmander, Comty Officer (Sainistration Seo structure a

. Toronto Hcommon

. Omission

oronto Hydroon officer, acrgency Manading all the w

e 9: Canada an

Grid Disruptiges, also usee the 2013 Icthose definee 10Figure 10:

CS structuremmunicationafety), and gection Chiefand the Can

Hydro’s Crisiwithin a privof the liaiso

o, the Corpocting as the pagement. Lawork protec

d Ontario EM

ion Plan, whes an ICS‐basce Storm resed by ICS, th: Toronto Hydr

e includes mons (Public Ingeneral staff fs). There areada/Ontario

s Managemvate companon officer rol

orate Disasteprimary intestly, the SOCtion activitie

Incident Mana

hich governs sed responsestoration. Whey address tro Grid Disrupt

FEP

ost of the coformation Oroles (Operae two notabo structure:

ent Team inny ICS; and le.

er Preparednrface with thC Manager oes on the dis

agement Syste

the restorate structure. hile the rolethe same getion Response


ommand staOfficer), Enviations, Plannle difference

cludes a leg

ness (CDP) Ahe City of Tooversees sysstribution sy

em Structure

tion of majoToronto Hydes in this planeneral staff fOrganization


ff roles suchronmental, ning, Logistices between

al officer, a

Advisor serveoronto Officetem operatiystem.

or electric disdro used thin have differfunctions (Se

ndations d

h as IncidentHealth and cs, and the Toronto

role

es as the e of ons

stribution s plan to rent titles ee Figure 10)

t

o

).

25

2. Ch

Toronall‐hain 20profeStraterespoits pr

This mopera“storadditrespo

Increorganimpoincludtrackbencelectincludemer

orporate Emazards.

nto Hydro haazards. Follo11‐2012, Toessionals froegy and Enteonsibility forrimary focus

move to estaations) is in m response”tion, this struonse, versus

asingly acronization has ortance of thde: maintening; traininghmarking wric grid is thede a grid opergency mana

mergency M

as a standalowing an unfronto Hydrom four to onerprise Risk r emergencywas on grid

ablish a discline with pra” group fromucture enabjust the ope

ss the utilitythe role of Dis function. ance and intg and exercisith utilities ae key asset oerations expagement lea

anagement

one emergefavorable rato downsizedne, centralizManagemeny response wd disruption e

rete emergeactices of leam operationsles the grouerations gro

y industry, thDirector or VThe emergetegration of ses; modelinand other indof a utility, cpert. Alternad in the elec

FEP

organizatio

ency managete case that its group ofed the functnt group. Prwas within thevents.

ency manageading utilities helps to enp to better eup.

he leader of Vice Presidenency manageemergency

ng and analytdustries andcentral emeratively, they ctric delivery


on is centrali

ement organresulted in mf full‐time emtion, and plaeviously, thehe Electric Gr

ement functes. The separnsure that thengage the e

this emergent, denotingement respoplans; risk mtics; businesd ICS implemrgency manawork closelyy business u


ized and add

nization that managemenmergency maced it withine organizatiorid Operatio

tion (manageration of thehe focus is alentire corpo

ency manageg the corporaonsibilities tymanagemenss continuitymentation. Siagement groy with the grnit.

ndations d

dresses all

addresses nt restructuranagement n the on with ons group an

ed outside oe traditional ll‐hazards. Inoration in a

ement ate ypically t; weather y planning; nce the oups often rid

re

d

of

n

26

3. Tre

Toron(SMSToron

4. Pd

BuildemerDeceEnvirinformthrou

On Dwhichoutag

Figure

rained and eesponsibiliti

nto Hydro haS) – a group onto Hydro co

Two CMT

Six Grid D

Six exerci— Ex— Co— Ex— Ex

OpGr

— Ex— Th

re‐event weecisions.

ing accuratergencies. An mber 2013, ronment Canmation. Thisughout the r

ecember 19h it warned ges.

e 11: Decembe

exercised Syies prior to t

as a trainingof on‐call leaonducted th

T training ses

Disruption Pl

ses: xecutives onommunicatioxecutives andxecutives, superator (IESOrid Exercise xecutives, SMhe City of To

eather moni

e situational important cToronto Hydnada, the gos effort begaestoration.

9, Toronto Hyof severe we

er 19, 2013 Pre

ystem Operathe event.

g and exercisaders, SOC se following

ssions;

an training s

ly; ons team ond the suppoupport team,O) and NortII (GridEx II);MS, and the ronto OEM

itoring proce

awareness component idro monitorvernment soan early in th

ydro issued eather and n

ess Release

FEP

ations Centr

se program fstaff and thetraining and

sessions with

nly; rt team; , and the Indh American ; City of Toroonly.

ess in place

is critical whis the weathred weather ource of weahe week of D

the followinnoted the ris


re (Comman

for Senior Me Crisis Manad exercises in

h the SMS; a

dependent EElectric Reli

nto OEM; an

and used to

hen preparinher forecast.informationather and mDecember 16

ng press relesk of potenti


nd Centre) ro

Management agement Tean 2013:

and

Electricity Syability Coun

nd

o support ac

ng for or respIn preparatn provided bmeteorologica6 and contin

ase (See Figial and exten

ndations d

oles and

Stand‐by am (CMT).

ystems cil (NERC)

ctivation

ponding to ion for the by al ued

ure 11) in nded power

27

This anot h

Emer

1. Ein

ToronDisru

The CCrisisdescradditemeremerSysteSOC rplannthe G

The oconst

6 Grid

approach to have an in‐ho

rgency Plann

mergency renclude detai

nto Hydro hauption Plan (

Crisis Manags Managemeribe as an “ational powerrgency.”6 It irgency triggeem Operatioroles, and foning, and staGDP during t

overall formatructed plan

Definitionmutual as

Different

Sufficient(e.g., the

Disruption Pla

weather moouse meteor

ning and Pre

esponse plailed descript

as two emerGDP).

gement Plan ent Plan servannex”. The Grs and authoncludes suchers and levens Centre, aorms for highand down ashe 2013 Ice

at of the GD, but curren

n of key respssistance de

response st

t detail abouLocal Inform

n, Toronto Hyd

onitoring is irologist.

eparedness

ns providedtions of key

rgency respo

describes hves as a “corGDP “outlinority accesseh informatiols, coordinatnd guidanceh‐level damassessment. TStorm.

DP (core plantly it does n

ponse procesployment);

rategies for

ut the responmation Comm

dro, October 2

FEP

in line with s

Opportuniti

d an overall sprocesses a

onse plans: a

ow the senioe” plan overes the way ied through thon as emergetion betweee for plan maage assessmToronto Hyd

n plus annexot include:

sses (e.g., da

varying incid

nse organizamand Centre

28, 2013


standard pra

ies for Impro

structure foand all roles.

a Crisis Man

or executiverlaying the Gn which deche declaratioency declaran the Crisis Maintenance, ent, objectivro emergenc

es) is reason

amage asses

dent levels;

ation and roles, or LICCs);


actices of ut

ovement

r response, .

agement Pla

es work in a GDP, which mcision makeron of a grid ation procedManagemenalong with cve setting, tacy response

nable for a n

ssment, cut a

es below the;

ndations d

ilities that d

but did not

an and a Gri

crisis. The many utilities use the

dures, nt Team andchecklists foactical staff used

ewly

and clear,

e SOC level

o

d

es

d r

28

2. Ta

Toronon Figrestopublireputand p

Figure

At ththe stutilityfour‐

Manycommwhenup toexpeby so

Checklists

Communioutreach/

oronto Hydrdequately a

nto Hydro cugure 12, theoration duratc and emplotational imppotential imp

e 12: Toronto H

e federal levtandard in py sector is mlevel scale (0

y utilities havmunicate then trying to uno three days rienced in thome Canadia

s, forms, and

ications prot/liaison.

ro characteraddress full‐s

urrently dese criteria usetion, impact oyee safety, act. These epact of incid

Hydro Grid Em

vel in Canadapublic sectormigrating to t0‐3).

ve adopted e scale and cnderstand a(as plannedhe 2013 Ice Sans in the aft

d job aids fo

tocols and p

rizes grid incscale events

ignates threed to establisto customethe expectaemergency ledents where

mergency Level

a, there are r emergencythe five‐leve

a wider rangcomplexity ond commun for at ToronStorm), and termath of a

FEP

r response s

processes, in

cidents on as.

ee levels of gsh the severrs and key aation of envirevels do not restoration

s

three emerg managemeel standard a

ge of levels iof an incidennicate the imnto Hydro), iincidents tha 1998 ice st


staff; and

cluding stak

a three‐level

grid emergenity of an incaccounts, theronmental dadequatelytimes will ex

gency levelsnt is a five‐leas well. The C

in order to bnt. A more exmplications oincidents thahat last up toorm.


keholder

scale, whic

ncy in the GDident include potential tdamage, and address thexceed 72 ho

. In the Unitevel scale. TCity of Toron

better underxtensive scaf emergenciat last up to o 30 days, as

ndations d

h may not

DP. As showe: expected hreat to d e complexityours.

ted States, The U.S. nto uses a

rstand and le is useful ies that last 10 days (as

s experience

n

y

d

29

3. Kle

The rrestomanarestoStormFor emanawhilefrom

4. Mm

Utilitmanyincreincideoperaperfoactivicusto

Toronand mrole, wereand l

A fewdurin

7 Diffe

Key restoratievels of the

restoration soration approagement, wooration (ETR)m response cxample, maaging an incie another LICwork in Lon

Many Torontmajor inciden

ies that use y employeesasingly calleent requiresations staff. orms tasks dities. Some eomer service

nto Hydro dmanaging emwhile some, unfamiliar oocations.

w areas that ng the 2013 I

Incident m

Damage a

Logistics s

Wires dow

Work ord

Crew suppower lin

erent restoratio

on strategieCompany w

strategy toucoach (circuitork order ma). The absencaused the Lnagers in ondent of this CC implemenng Island dur

to Hydro emnts.

ICS typicallys who are noed emergencs a level of suA person filuring emergexamples of e representa

id not have mergency re, who were por ill‐suited t

would haveIce Storm we

managemen

assessment;

support;

wn guards;

er managem

port, includie persons.

on approaches

es and procewith roles in

ches on all at‐based, areaanagement, ce of a commLICC managene LICC did nscale and conted circuit‐ring Hurrican

mployees did

y assign and ot operationacy response upport that ling an emergency conditemergency tive, materia

in place a sysponse rolespre‐assignedto the job ta

benefitted fere:

t;

ment; and

ing clearing

s are described

FEP

esses were nthe respons

aspects of tha‐based, ordand the promonly‐knowers to createnot have suffontinued to ‐based restone Sandy.

d not have a

provide traially qualifiedroles, are acexceeds thergency respotions that areroles are daals handler,

ystematic, cos. Many empd roles such asks – or did

from more e

debris in the

d under the sec


not defined se.

e response, der based)7, ocess to devewn restoratio their own sficient trainiapply an ordration based

pre‐assigne

ning on a sed. These secctivated whee capacity of onse role (ore different famage assesand staging

omprehensivployees didnas LICC mann’t have acc

effective res

e field and su

ction 5.5.1. of t


or understo

including thcall volume elop estimaton strategy dtrategies anng or experider‐based apd on lessons

ed and train

econd set of ondary dutieen the magnthe day‐to‐dr “storm rolefrom their “nsor, wires dosite manage

ve process fon’t have a prnagement ancess to neces

sponse role s

upporting ce

this report.

ndations d

ood at all

he

ted time of during the Icnd processesience in pproach, learned

ed role for

duties to es, itude of an day e”) often normal” worown guard, er.

or assigning re‐assigned nd support, ssary system

support

ertified

e s.

rk

ms

30

5. TdC

Prior LICCsrespootherhowetrainemana

5.2.2

EPP‐1throu

Toronmanacomprespoand iToronimproshou

EPP‐2

The acompuse itof sevdeemline puse obroad

oronto Hydrid not perfoentres.

to the 2013s were not wonse trainingr utilities thaever, lead toed personneaged by the

2. Emergen

1 Reaffirm aughout all of

nto Hydro exagement is apelling visiononse in the fncorporate tnto Hydro stoving the prld capture a

2 Continue t

Expand th

Formalize

Update th

Expand th

adoption of Ipany to movt on a daily bveral decademed successfpersonnel usof ICS, Torondening train

ro conducteorm sufficien

3 Ice Storm, twidely traineg at the centat are implemo some breakel responsiblLICCs.

ncy Plannin

and communf Toronto Hy

xecutive leaa core compen statement future. Executhem into thtaff memberocess. The end “unify” t

to inculcate

he use of em

e the pre‐eve

he emergenc

he training a

ICS is a cultuve from espobasis. Learnies and the eful only whese it on a regto Hydro shing and exer

ed exercises nt training a

the roles andd and exercitral commanmenting ICS kdown in exele for manag

g and Prep

nicate emergydro.

dership shouetency of thand set of gutives shouldhe corporater interviewedemergency mhis interest.

the ICS‐base

mergency res

ent activatio

cy levels to i

nd exercise

ural shift for ousing the prng from thexperiences on the seniorgular basis. Iould focus orcises to incl

FEP

and trainingnd exercise

d responsibiised. The apnd level first and emergeecution if thging the dece

paredness R

gency mana

uld affirm itse Company.guiding princd communice emergencyd in this effomanagement

ed approach

sponse roles

on and comm

nclude wors

program to

any organizrinciples of I public sectoof other utilir managemen order to aon formalizinlude more fr


g at the Comin the Loca

ilities as welproach to fois consistenency managehe company entralized o

Recommend

agement visi

s belief that . This can beciples that wcate these toy managemeort wanted tt vision and

h to emerge

s (i.e., second

munication p

st‐case plann

the service

ation. It canCS to havingor’s adoptioities, the depent, middle mchieve the fng the seconront‐line res


mmand Centl Incident Co

l as processeocus emergent with that oement progrhas not adeperations be

dations

ion and stra

emergency e achieved thwill drive the o the entire oent plan. Neato participateguiding prin

ency respons

d roles);

process;

ning assump

centres.

n take years fg front line pn of ICS overployment ofmanagemenrequent, mond roles procsponse staff.

ndations d

tre level, buommand

es at the ency of many rams. It can,quately eing

ategy

hrough a Company’s organizationarly every e in nciples

se.

ptions; and

for a personnel r the coursef ICS is t, and front ore “routine”cess and

t

,

n

”

31

Secon

A com

The eorga

Torondesirand ashouassigincludroste

Event

Toronto adassocscena“worcustoscenaclose

Train

ToronIncidecourscapabseconrequi

nd Roles

mprehensive

Assigning

Training a

Providingexercises

effort shouldnization, hu

nto Hydro shed competea list of one old receive a nments duride metrics rers to determ

Missing rocustomer

How well requirem

Other inte

t Levels

nto Hydro shdress full‐scciated triggearios (boundst case” wouomer impactarios in consr integration

ing and Exer

nto Hydro shent Commanses and periobilities. The nd roles, witire all emplo

e second (or

g an alternat

and/or certi

g them the os.

d be conducman resourc

hould establencies (knowor more stafsecond roleing the annuelated to semine:

oles that shor service rep

the competents; and

ernal source

hould expancale incidenters to use, Toding scenariould likely exct, and public sultation witn of planning

rcises

hould extendnd Centres aodic, plannetraining proth refresher oyees who co

emergency

te set of dut

fying emplo

opportunity t

cted via collaces, and Com

ish an “invewledge, skills,ff members s assignmenual review prcond roles. T

ould be adderesentatives

tencies of th

es of staff to

d the emergts (e.g., Leveoronto Hydroos) includingceed the 201safety risk.h the City ang and respon

d its ICS roleat a minimumed exercises gram shouldtraining offeould be enga

FEP

response) r

ies to emplo

yees to cond

to demonstr

aboration bempany opera

ntory” of se, and abilitiewho fit the rnt upon hire,rocess. IndivTo start, Tor

ed immediats);

ose current

fill roles (e.g

gency levels l 4 or greateo should cong one that de13 Ice StormToronto Hydnd Provincianse.

es and procem. This wou(table tops ad be put in pered annuallaged in eme


roles process

oyees;

duct those d

rate compet

etween the eating groups

cond roles, es) or certificrequirement, and currenvidual develoronto Hydro

tely (e.g., da

ly assigned m

g., Finance,

on the grid er). When densider develetails a “worm in terms ofdro should dal emergency

ess training tld include cland functionplace to supply. Additionaergency resp


s should incl

duties; and

tency throug

emergency ms.

documentatcations desirts. New empt staff couldopment plancould review

amage asses

match with s

Human Reso

emergency etermining toping severarst case” incif damage, emdevelop the y managers t

o staff in theassroom or nal) to reinfoport staff assally, the Comonse to com

ndations d

ude:

gh periodic

managemen

tion of the red for eachployees receive ns should w current

sors,

second role

ources).

scale it usesthe al planning ident. This mployee andhazard to support

e Local on‐line orce and testsigned to mpany shouldmplete basic

t

,

s

d

t

d

32

ICS trcertif

EPP‐3implestake

Toroncontiassigexecucapabthe ofunctmanacoord

EPP‐4

In ordTorondedicgrid omanadeverepororganrelatirelatimana

EPP‐5usabi

The Eenhadurinalignithe pident

ToronoverhDisrufunctand f

raining (on lified.

3 Enhance ceementation eholders.

nto Hydro shnue to suppnment of a Dutive supporbilities acrosorganization.tions as grid agement, ICSdination with

4 Add dedica

der to supponto Hydro shcated to its coperations eagement groloping specirt directly tonization, or rionship to thionship will eagement visi

5 Update thility.

Emergency Rnced to inclng the grid ding key prepprocesses (flotifying the ro

nto Hydro shhead and unuption Plan. Etion‐specific flooding).

ine or classro

entralized eand sustain

hould maintport on an alDirector or hrt of this roless Toronto H. Ideally, it shoperations S implementh the City an

ated grid op

ort the expahould seek acentralized eemergency moup would bfic restoratioo the centralreport to thehe centralizeensure alignion, principle

e Emergenc

Response Plaude roles anisruption resparedness anow charts, fooles and resp

hould focus nderground oEventually, tand hazard‐

oom) and re

emergency mnment of ICS

ain a central‐hazards aphigher‐level e in driving eHydro. The Chould includemergency tation and snd regulator

perations em

nsion and imadequate funemergency mmanagemente responsiblon processeized organize Senior VP oed emergencnment betwees, and strat

cy Response

an should rend responsibsponse. Thisnd response orms, checkponsibilities

first on updaoutages, andthe Emergen‐specific ann

FEP

equire staff f

managemenS and ongoin

lized emergepproach to eexecutive toemergency mompany alsode full‐time, response, trustainment,s, and possi

mergency ma

mplementatinding to incrmanagementt group. Thisle for updatis, and desigzation and reof grid operacy managemeen grid opetegy.

Plan to imp

tain the curbilities of LICs effort will bfunctions aclists) in the Eof all who a

ating functiod other relatncy Responsnexes (e.g., p


filling key co

t group resong relationsh

ency managmergency mo lead the grmanagemeno should seededicated straining and e emergencybly strategy

anagement

on of the Grrease the nut organizatios grid operating the Grid ning trainingeside within ations with a

ment group. Terations and

prove compr

rent, all‐hazC and field rbe substanticross the orgEmergency Rre responsib

on‐specific pted documene Plan shoulpandemic, p


ommand role

ources to suhips with ke

gement orgamanagementroup would it discipline aek to increastaff responsexercise, play managemeand analysis

resources.

rid Disruptioumber of reson as well astions emergeResponse Pg curriculumthe grid opea dotted lineThis dotted lemergency

rehensivene

ards focus aresponse staal since it wiganization, dResponse Plable for execu

process descntation in thld include othysical secu

ndations d

es to be ICS‐

pport full ey

nization andt. The ndicate and se the size ofible for suchn nt s.

on Plan, sources s a specific ency lan,

m. It could erations e reporting line

ess and

and should baff, especiallyill include documentingan, and uting them.

riptions for he Grid ther rity attacks,

d

f h

be y

g

33

5.3.

Whenresouefficihigheskillestaffiusingexpedmeal

Respoto secassoccompservicdevas

The mNorthassistincre

In theRegioamonrestoidentneedmoreagree

8 Sour

Resourc

n a major incurces (i.e., peency of restoer than exped workers, png needs mag engineers tdite deliverys.

onses to largcure peopleciation that rpanies, “Mutce restoratiostating weat

Tens of thand CanaNor’easte

30,000 utAtlantic w

Nearly 50the restor

mutual assisth America thtance is needase the size

e U.S., the monal Mutual ng electric utoration assisttifying availaed (e.g., treee RMAGs, moement throu

ce: Edison Ele

ce Acquisit

cident occurersonnel andoration. Adderienced dayproficient suay be met thto conduct dy of equipme

ger events, h and equipmrepresents atual assistanon process ather events

housands of da were deper Athena in

tility workerswest to Ohio

0,000 line woration effort

tance netwohat is commided. Electricof their wor

mutual assistAssistance Gtilities withitance througable crews, ce trimmers, ost U.S. utilitugh the Ediso

ectric Institute

tion and A

rs, the readid equipmendressing a nuy‐to‐day, is apervisors, sphrough rededamage asseent and serv

however, typment. As notall United Stance is an esseand contingebear this ou

utility workployed durinOctober/No

s responded, including c

orkers and cts in respons

ork is a volunitted to helpc utilities imprkforce by ‘b

ance netwoGroups (RMAn the same rgh the RMAGcoordinates call centre sties also paron Electric In

FR

Allocation

ness of a utit) directly afumber of ou complex taspecialized toployment ofessments. Cuvices, such as

pically necesed by the Edates (U.S.) shential part oency plannint:

ers represenng the respoovember 201

d to the Junecrews from C

rews, includse to Hurrica

ntary partneping restore pacted by a borrowing’ c

rk, initiated AGs) that mregion. MemG, which thelogistics, andsupport). In rticipate in anstitute.

Findings andResource Ac

ility to securffects the sautages that issk requiring ools, gear, anf internal resurrent vendos standard g

ssitate the udison Electrichareholder‐oof the electrig.“ The rece

nting 80 utilinse to Hurri12;

e 2012 DerecCanada; and

ding crews frane Irene in

ership of elecpower whenmajor outagrews from o

decades agoanage the vombers initiaten facilitatesd locates speaddition to b nationwide

d Recommencquisition an

re and deplofety, speed,s orders of msignificantlynd materialssources, for ors may be agauge wire, p

use of mutuac Institute, towned electc power indent series of

ities from accane Sandy

cho that hit t

rom Canada,August 2011

ctric utilitiesnever and wge event areother utilities

o, is organizeoluntary agre requests fos the processecialized resbelonging toe mutual ass

ndations nd Allocation

oy sufficient and magnitude y more s. Some example, able to poles, and

al assistance the tric ustry’s widespread

cross the U.Sand

the mid‐

, assisted in 18.

s across wherever e able to s.

ed into reements or s of sources as o one or istance

n

,

S.

34

Memauthowithiprima2013 and sMutua foruborde

Othesuppcrewdrawagreecapabstand

As reinfrastransmobistaginhave suppospecihazarto suprocerelev

The afollow

9 Cana

mbers of the oritative voicn Canada anarily the Nor through a msevere weathual Assistancum for sharier mutual as

r sources of ly contract ps, tree trimm

w upon additiements tendbilities of thedardized.

source procstructure to sportation, plization, supng sites. Lea“turn‐key” cort). Pre‐estalization of rds. It is imppport restoress. They arant RMAGs.

assessment owing:

Resource

Determinrestoratio

Procuremagreemen

adian Electricity

Canadian Elece of the elend the U.S. Arth Atlantic Mmerger of thher events tce Working Gng leading pssistance. 9

personnel tpersonnel. Omers, call ceional resourd to be tailore contractor

urement gesupport mo

personal carepervision, anding practiccontracts (i.etablished plaresources neortant to noration at anore allocated a

of Toronto H

acquisition

ation of typon;

ment of off‐synts;

y Association,

ectricity Assectrical indusA number of Mutual Assisree smaller hat tax RMAGroup (NWApractices and

to meet outaOften utilitiesntre represeces in the evred to reflectr, whereas m

ars up, utilitore personnee (lodging, fod demobilize is to pre‐ee., where a vans and agreeeded to supote that contother utility according to

Hydro’s reso

strategy;

es and quan

ystem suppo

Electricity Mat

FR

ociation (CEstry in CanadCanadian utstance GrouRMAGs. In rAG capabilitiAWG) in Febd improving

age restorats use contraentatives), avent of an emt the particumutual assist

ties need to el, such as eqood, laundryation procesestablish agrvendor handeements propport respotractor resouare considero the agreem

urce acquisi

ntities of reso

ort, including

tters, January 2


EA), the natioda, have beetilities are mp (NAMAG) response to es, the CEA ruary 2013.all aspects o

ion demandctors to fill bnd may havemergency. Tular needs oftance agreem

have in placquipment, my, etc.), alonsses, and alteements witdles significavide for the nse to all incurces that arred a part ofments betwe

tion proficie

ources need

g mobilizatio

2013.


onal forum aen active in members of Rwhich was fincreasinglyconvened a This group wof coordinat

s are organiblue sky rolee agreementThese kinds of the utility aments are m

ce the essentmaterials, fueg with crew ternate workth multiple vant portions “scaling” ancident levelsre released bf the mutualeen or amon

ency address

ded for an ef

on criteria, p


and RMAGs RMAGs, formed in frequent National will serve as ing cross‐

zations thates (e.g., line ts in place toof and more

tial el,

k and crew vendors, or of logistical nd s and by one utilitl assistance g the

sed the

fficient

process, and

n

t

o

y

d

35

5.3.1

Nearofficefollowline, sourcin plaassistused supp

The Can exthe eThe awithiequip

Whileprocedetaipartyeventappli

Reso

1. SaH

Toronstartiutilitilist ofrestocontrrespo

Procuremand care o

On‐board

Deploymecoordinat

Demobiliz

1. Resource

ly all of Toroe staff, alongwing the 201undergrounced the suppace to providtance from omutual assilied approxi

Company calxpediter, andequipment, marrangementn 48 hours. pment, lodgi

e the mutuaess, most of l the mutuay vendors to t, Toronto Hed to join th

urce Acquis

afely deployHydro history

nto Hydro ming with an eies providedf utilities thaoration followractors, and onse conduc

ment of equipof crews, an

ding process

ent of off‐sytion with int

zation of res

e Acquisitio

onto Hydro’sg with 450 m13 Ice Stormd line, foresplemental crde support), other utilitiestance. Ten mately 250

lled upon exd corporate materials, ants for peopleThese including, and food

l assistance the procedul assistance accommoda

Hydro did nohe Northern

ition and Al

yed the largey.

managementemail to oth approximatat supplied mwing the 201mutual assiscted by Toro

pment, matend all other lo

and proced

stem resourernal crews;

sources, incl

on and Allo

s core trade mutual assistm. A wide rantry, construcrews throughother contr

es. Notably, tutilities fromlinemen.

xisting relatiofood servicend meals to se and the resded the provd for mutua

process worures were deprocess andate a large int belong to aAtlantic Mu

location Str

est number

t began to reer utilities otely 250 linemutual assist13 Ice Stormstance, was nto Hydro.

FR

erials, transpogistical nee

ures, includi

rces such as; and

uding criteri

ocation Find

workers (98tance field renge of crew tction, and trh sustained cractors, the Cthis was the m within and

onships withe provider tosupport the sources neevision of flighl assistance

rked well aneveloped jusd proceduresnflux of resoany of the Utual Assistan

engths

of resource

each out to on Decembereman and fortance. The t

m, including inearly 1,400


portation aneds;

ing safety tra

work assign

ia and proce

dings

8%), manageesources suptypes was usrouble shootcontractors City of Toronfirst time thd outside the

h its third‐pao quickly souincoming anded to suppht transportcrews from

nd acceleratest‐in‐time. Ts or include cources. Also,.S. RMAGs. Tnce Group (N

es for any re

off‐system rer 22, 2013, arestry workeotal numbernternal staff0 – the large


nd fuel, hous

aining;

nment, super

esses.

ement and ppported restsed, includinters. The Co(who have anto, and muthat Toronto e Province o

arty warehouurce and mand Toronto Hport them wetation, trucksManitoba H

ed the restohe current pcontracts wi at the time The CompanNAMAG).

sponse in To

esources imat 3:40 p.m. ers. See Appr of resourcef and field pest number o


sing, feeding

rvision, and

rofessional toration ng overheadmpany agreements tual Hydro had of Ontario

use providerke available Hydro crewsere in place s, Hydro.

ration plan does noith third‐of the ny has since

oronto

mediately, In total, 10 pendix B for aes supportinersonnel, of any

n

g

r,

s.

ot

a ng

36

Durinrecorstatisstormlocat

2. Dw

ToronrecenDerecsuppoToronreque

Toronmutuwith suppowereexpanprocunot e

BeginoutagHydroOntacrewin theconstto nowereto Toresto

MutuDeceon sitSundTuesd

Afterthe H

ng the courserdable is defstic is notewm made worions requirin

Developed anworked.

nto Hydro crnt years inclucho (June 20orted the lento Hydro haested mutua

nto Hydro exual assistancother utilityort daily ope able to call nd food servure other seexist.

nning on Sunges started ao Planning Srio and in ths. This decise field. The struction worote that som restoring thoronto Hydroored outages

ual assistancmber 24. Cote by Sundayay, Decembday, Decemb

r securing mHuman Reso

e of the restfined as an inorthy as thek locations (ng ladders to

nd applied m

rews have puding restor012), and Hungthy restoras experiencal assistance,

xecutives ane intake andy executives erations to bupon currenvices, and prrvices, such

nday afternoand after theSection Chiefhe neighbourion was basesustained cork) was conte of the neigheir own syso. Some of ths to their cus

e crews (incontractor crey, Decemberer 22, and fober 24.

utual assistaurces and Sa

toration, onlncident that e persistent iuneven surfo access) haz

mutual assis

rovided mutrations followurricane Sanration effortce offering m, was for the

nd the Logistd support proand agreembring on andnt vendors trovide fuel. Tas lodging, w

oon Decembe Company df initiated caring Provinced on the nuontractor (a cacted at 4:0ghbouring utems and thhese compastomers.

cluding someews (rangingr 22. Contracorestry crew

ance crews fafety, Power

FR

ly one recordcauses a woice and freezfaces, back yzardous.

stance proce

tual assistanwing Hurricady (Octobert following thmutual assiste response t

tics Resourceocesses, reli

ments, practic support muo expedite mThe logisticswhen pre‐ex

ber 22, 2013,declared thealls to other e of Manitoumber of cucompany wi0 a.m. on Sutilities wereherefore not nies eventu

e forestry creg from 2‐4 crctor‐providews provided b

from externar Systems, an


dable safetyorker to misszing temperyards, heavil

esses in real

nce to other ane Irene (Aur 2012). Manhe 1998 Quetance, the fio the 2013 I

e lead, who ied upon estces, and proutual assistamaterials an group also wxisting agree

, approximate Level 3 emutilities withba, to requestomers affeth an agreemunday, Dece impacted bin the positally sent res

ews) began rews, with 3ed forestry cby the City o

al sources, Tnd Operatio


y incident ocs work timeatures followy canopied a

time that g

utilities seveugust 2011),ny linemen aebec ice storrst time the ce Storm.

was responstablished relocesses in plance provided equipmenwas able to ements or pr

tely 12 hourergency, thehin the Proviest line and fected and thment in placmber 22. It iy the same eion to providources after

to arrive on ‐6 memberscrews began of Toronto e

oronto Hydrn Support Se


curred. A . This wing the areas,

enerally

eral times in, the also rm. While Company

sible for ationships ace to rs. They nt deliveries,quickly rocesses did

rs after the e Toronto ince of forestry he conditionce for daily is importantevent and de assistancr they

Tuesday, s each) werework on ngaged on

ro staff fromervices

n

s

t

ce

e

m

37

DivisiHurrimutu

Also, arrivi(apprthe nrestocoord

3. Flw

Whenspecicontinumbproteneedand ssafet

ToronwithiToronintakDecein cresignif

4. C

Uponrespean exlevel trainisessioadditdispa

5. Sta

The CStorm

ions drew upcane Sandy)ual assistanc

Toronto Hyng) mutual aroximately 6number of reoration (e.g.,dination with

lew in, equiwithin 48 hou

n feasible, malized tools,ngent from ber sent by aective equipmed to supposupervisors),y equipmen

nto Hydro trn two days onto Hydro ree of the Mamber 25. Thews from theficant barrie

onducted th

n arrival, muective hotelsxtensive oriework protecing staff fromons. The Mation, each daatched to wo

trong collabctivities.

City of Toronm was to pro

pon experie) to quickly de and forest

dro provideassistance c60) were expesources nee work proteh other crew

pped, and durs.

mutual assist, clothing, etManitoba Ha respondingment and taort the restor, equipmentt requested

ransported, of placing thesource leadnitoba Hydrhis was a unie West Coasrs and delay

horough mu

tual assistans, conveyed tentation briection code inm the Humaanager of theay, mutual aork locations

boration bet

nto Urban Foovide resour

nces from redevelop the try crews.

d “bird‐dog”rews. Superperienced in eded and proction clearaws, etc.).

deployed mu

tance crews tc.). In orderydro was flog utility. Creailboards. Toration. This it, tools, mate.

outfitted, anhe call for assds began to po workers. Cque feat. Byst during theys.

utual assista

nce crews wto the LICC fefing that adnformation, n Resourcese Mutual Assssistance cres.

tween City a

orestry’s topces to Toron

FR

esponding tocontent for

” supervisoryvisors identiresponding ocesses requnces, access

utual assista

arrive with tr to expediteown to Torow membersoronto Hydroincluded bucerials, supple

nd deployedsistance to Mprepare on MCrews were oy contrast, a e Hurricane S

nce on‐boar

ere transporfrom which tdressed locaand what tos and Safety sistance LICCews would r

and Toronto

p priority durnto Hydro to


o other Leveonboarding

y support toified to fill thto emergenuired to kees to tools and

ance resourc

their own eqe their arrivanto. This wa arrived witho supplied evcket and pasemental clot

all ManitobManitoba HyMonday, Deout and wornumber of uSandy restor

rding proces

rted and chethey would al safety ruleo expect on tDivision conC conductedreceive safet

Hydro tree

ring the afteo restore pow


el 3 incidentsg briefings to

o all but a fewhese roles ncy situationp crews fullyd equipmen

ces from Ma

quipment (eal, the 42‐meas the secondh their own verything elsssenger tructhing, and a

ba crews andydro managecember 23, rking by midutilities atteration, but ra

ss and safety

ecked‐in to tbe dispatchees and condithe streets. Tnducted 14 td 2 training sty briefings p

crews on re

ermath of thewer. The City


s (e.g., o off‐system

w (later

s. They knewy engaged int,

anitoba

.g., trucks, ember d largest personal se they cks (for crewdditional

d supervisorsement. for the ‐day on mpted to flyan into

y briefings.

their ed, and giveitions, high‐Trades training sessions. In prior to bein

estoration

e 2013 Ice y Director of

n

w n

ws

s

y

n

g

f

38

Foresexecudirec

Reso

1. Ma

As a m(NMAto estimproappliwritteregioHydroto‐pe

This lin proneedStormadditNorthand/oinade

2. Tn

The 2turn cof theblue‐crewcrew,throuresto

UrbaIn theday, aUrbaplanncomm

stry participautives, to revtly to the LIC

urce Acquis

Mutual assistnd North Am

member of tAWG), Torontablish a natove cross‐bocation to joien mutual aonal or natioo obtained meer contacts.

ess formal aoviding mutued, billing fom had been tional line anh American uor a nationwequate numb

he process tot defined i

2013 Ice Storcausing signe damage ca‐sky day, Tors and one Co, and the Citugh mutual aoration.

n Forestry Oe course of tare familiar n Forestry wning, they dimunicating s

ated in dailyview progreCCs, or to wo

ition and Al

tance procemerica were

the CEA‐sponto Hydro is tional mutuaorder mutuan NAMAG. Gssistance agnal mutual amutual assis.

approach woual assistancor just expenmore widespnd forestry rutilities partwide mutual bers or type

to acquire an advance.

rm affected ificant and palled for depronto Hydro ompany forety forestry reassistance, e

Operations otheir work, Cwith the terwere participd not mutuastrategic prio

y planning coss and identork locations

location Op

sses and agre not formal

nsored Natiengaged in al assistanceal assistanceGoing into thgreements inassistance grtance from o

orked in largce, could qunses incurredpread, it likeesources to ticipate in onassistance as resources

nd coordina

large portioprolonged oployment of typically useestry crew. Iesources, apexecuted tre

f the City ofCity forestry rritory, and apating in perally define anorities, estab

FR

onference catify needs. Ts, as directe

portunities

reements wized.

onal Mutuadiscussions e agreement. Toronto Hyhe 2013 Ice Sn place with roups. For thother Canad

ge part becauickly agree td), and had cely would harestore in ane or more ragreement toto execute a

ate the deplo

ons of the treutages for Ta significantes between n addition topproximatelye cutting an

f Toronto wacrews commare local. Altiodic discussnd documenblishing wor


alls that incluhe City provd by Toronto

for Improve

with other ut

l Assistance with other u, share leadydro also is aStorm, the Cother utilitiehe 2013 Ice Sdian utilities

use other utto terms (e.gcrews availaave taken lon reasonable regional muto mitigate tha restoration

oyment of C

ee canopy ofToronto Hydrt number of seven and eo the compay 200 forestrd clearing w

as a logical somunicate witthough Torosions about nt processesk hours, assi


uded Torontvided forestro Hydro.

ement

tilities acros

Working Grutilities acroing practicesawaiting appCompany dides, nor did itStorm respothrough per

tilities were eg., right to leable. If the 2nger to secuamount of ttual assistanhe risk of non safely and

City forestry

f the City of ro customerforestry creeight contracany contractry resourceswork, in supp

ource for thth Toronto Hnto Hydro aemergency and guideliigning super


to Hydro ry crews

s Canada

oup oss Canada, s, and proval of its d not have t belong to onse, Torontrsonal, peer‐

experiencedeave if 013 Ice re the time. Most nce groups, ot having reasonably.

y crews was

Toronto, in rs. The naturws. On a ctor forestrytors and obtained port of the

is assistanceHydro every nd City and work nes for rvisory roles,

n

o ‐

d

re

y

e.

,

39

or shalongamon

3. Ta

Ten urestocompworkaspecpersodemoresoulogist

Toronthe aaccominternproviQuebenoucrewequip

Whilethe aVirtubeento the

4. T

Leadimanause o(ongomutuand ccollecaddre

Toronrelea

aring contrag with the dang the middl

oronto Hydrssistance re

utilities sent oration. As opany.” Utilitiers typicallycts of crew monal care, eqobilization. Durces are netical support

nto Hydro’s bsence of demmodated inal staff whoding mutuabec ice stormgh experiens, secure adpment.

e interviewsdditional resally all availa a shortage e Manitoba

he demobili

ing mutual aagement, froof mutual assoing outagesual assistanccriteria for recting equipmess demobili

nto Hydro mse mutual a

actor‐supplieaily SOC callsle and field r

ro has limitesources.

approximatne manageres experieny have in placmanagemenquipping, traDuring a respeded for orit.

Grid Disruptefined and tncoming muo were able l assistance m). They werced trades pequate lodg

with mutuasources welable internaof bucket anHydro crew

ization proc

assistance prom acquisitiosistance crews) from a stoe portion ofeleasing crewment and coization guide

managementssistance cre

ed crews. Ths worked weranks.

ed ability to

tely 250 liner interviewedced in manace compreht, including ansporting, wponse to a laentation/tra

tion Plan dotrained procutual assistato draw upoto other utilre able to pupeople to seging, and equ

al assistancel, the approal supervisorynd commercs).

ess for mutu

ractices addon through rws can be diorm, like Torf an Emergenws along witnducting a felines and au

t did not havews. In the a

FR

he initial conell, but comm

accommod

personnel td observed, aging large nensive plansonboarding,work assignmarger event,aining, off‐sy

es not addreedures and nce crews thon personal lities (e.g., dut together trve as “bird‐uip crews wh

providers inach used may resources cial vehicles

ual assistanc

ress the full release. Detifficult, esperonto Hydro ncy Responsth procedureormal checkuthorities as

ve a shared uabsence of c


tact to “get munication b

ate a large i

o support To“This is the numbers of ms, processes,, lodging, fooment, superva significantystem crew s

ess mutual aroles, Toronhrough “justexperience uring Hurrictraining and ‐dogs” for mho arrived w

ndicate that ay not scale were used ahad crews b

ce crews wa

lifecycle of oermining whecially when experiencedse Plan shoues, checklistk‐out. Mutuas well.

understandinclear directio


crews on thbecame less

influx of mu

oronto Hydrsize of a smamutual assist, and roles tood, laundry vision, and t number ofsupervision,

assistance spnto Hydro t in time” asand lessons cane Sandy asafety briefi

most mutual without truck

Toronto Hyto an even land there wobeen flown in

as not clearly

off‐system rhen to wind there are lad after this sld describe ts, and formsal assistance

ng of how anon, the utiliti


e road,” effective

utual

ro’s Ice Stormall tance o support aland other

f host utility and

pecifically. In

signment oflearned and the 1998ings, roster assistance ks or other

dro handledarger event.ould have n (in addition

y defined.

resource down the sting effectsstorm. The the process s for e agreement

nd when to ies providing

n

m

l

n

f

8

d .

n

s

s

g

40

mutucrewwere

5.3.2

RA‐1 availasupe

Builddurinsuppo

As pautiliti

Also,overtrain

The mdesirassistdamaagree

With includcreat

ual assistancs from one u brought ba

2. Resource

Adopt a resable resourcrvisory span

ing on the inng the 2013 Iort emergen

All likely s

Numbers

Criteria fo

art of the emies, contract

Detail thefeeding, e

Establish

Provide c

Include te

, the plan wosight supporned internal

Estabpotencontra

mutual assisted to suppotance will beage assessorements with

utilities, thiding U.S. RMting individu

e resources utility decideck from the

e Acquisitio

source manaces, seamlesn of control.

nformal procIce Storm, Toncy response

sources of m

and types o

or triggering

mergency plators, and City

e mutual assequipping, d

roles and re

riteria for de

emplate and

ould specifyrt to mutualand contrac

lish mutual ntial sourcesactors, and C

tance stratert all levels ae limited to lrs and underh identified p

s may be doMAGs), partical agreemen

determineded to leave, airport to w

on Recomm

agement strss integratio

cesses and roronto Hydre that addre

mutual assist

of resources

mutual assi

an documenty agencies. T

istance proceployment,

esponsibilitie

emobilizatio

d job aids (e.

the number assistance ctor staff.

assistance ps of crews: reCity.

egy will distinand types ofine and forerground crewprimary and

one through cipating in thnts. Toronto

FR

d when they with Toront

work another

mendations

rategy that pon and coord

relationshipsro should forsses:

ance;

needed for

istance requ

tation, agreeThe compan

cesses, (i.e., supervision

es and autho

on and polici

g., standard

r of superviscrews, along

process and egional, nat

nguish typesf likely hazarestry crews, ws. Toronto backup prov

joining one he national mHydro shou


would be leo Hydro’s cor day.

provides fordination of c

s used to accrmulate a re

all incident l

uests.

ements shouion mutual a

mobilization, demobiliza

orities;

es; and

expense for

sors needed g with a rost

agreementstional, cross‐

s and sourcerdous incidebut could inHydro shouviders.

or more RMmutual assisuld continue


eaving. In ononcurrence,

r deploymencrews, and o

cess mutual esource strat

levels; and

uld be put inassistance p

n, onboardination);

rms).

for “bird‐doer of qualifie

s that encom‐border utili

s of mutual nts. Primarilnclude otherld put in pla

MAGs (withinstance agreeto pursue m


e case, the and then

nt of all optimal

assistance tegy to

n place with plan would:

ng, care and

og” and otheed and

mpass all ities,

assistance ly, this roles, like ce written

n Canada or ement, or membership

n

er

41

in NALakes

With includplansToronavaila

Toronactiviassistorderrequecritercould

As a ctrain and/omutushoueach crew on mcontr

RA‐2 Resp

AMAG and exs Mutual Ass

City departmde terms ans (or in a joinnto Hydro shability of res

Documdemo

nto Hydro’s ities, decisiotance. Since rs crews, andesting utilityria to guide td include:

Number o

Number o

Projected

Capacity t

Availabilit

Skills nee

Public per

Sourccrew s

corollary prointernal stafor supervisoual assistancld be large ewith 5‐7 birsupervisorsodified assigractors.

Create a coonse Plan.

xplore joininsistance Gro

ments, Torod expectationt emergenchould reviewsources whe

ment the probilize mutua

Emergency ons, roles, anactivating md the crews y), it’s importhe responsi

of outage sp

of customers

d level of dam

to effectivel

ty of interna

ded (e.g., fo

rception (e.g

ce and prepascale‐up.

ocess to instff that are qors. These ade are unableenough to prrd dogs per s currently emgnments (du

omprehensiv

ng other RMoup (GLMAG

nto Hydro sons in the recy response pw current tern significant

ocess, with al assistance

Response Plnd infrastrucmutual assiststart mobilitant that Toible parties t

ots;

s affected;

mage;

y deploy off

al crews and

restry); and

g., Why are c

are supplem

ituting secoualified to sdditional supe to send a srovide adequsupervisor).mployed in oue to medica

ve, scalable

FR

AGs in the U).

hould acceleespective Complan). With srms and addtly more crew

pre‐definede

lan should incture neededtance can bezing and traronto Hydroto make tim

f‐system reso

supervision

crews leavin

mental super

nd roles, Toerve as mutpervisors masuitable numuate span ofSources of qother positioally‐docume

logistics pla


United State

erate currenmpany and Csustained and “scaling” rews are need

d decision cr

nclude docud to supporte costly (i.e.,veling, all tho establish spely, appropr

ources;

;

ng when my

rvisors to acc

ronto Hydroual assistancay be neededmber. The sizf control (1‐2qualified perons, retireesnted reason

n as part of


s, including

nt discussionCity emergend other conequirementsded.

riteria, to mo

mentation ot incoming m as soon as the costs are pecific, comriate decisio

power is off

commodate

o should idence crew “bird if utilities pe of the inte2 crews for brsonnel coulds, former tras), and susta

the Emerge


the Great

ns and ncy responsntractors, s to ensure

obilize and

of all mutual the utility borne by theprehensiblens. Criteria

f still?).

e maximum

ntify and d‐dogs” providing ernal pool bird‐dogs; d be formerdes people ained

ency

n

se

e

42

A logparticroles exambut n

Agreethat vinformscale risks proviassist

5.4.

Effecrestothe p

The ofirst tcond

The i(OMSdeveasses

istics plan dcularly with detailed in t

mple, a staginnot for a Leve

ements withvendors canmation to ve response, e(e.g., potentde “turnkeytance.

Damag

tive planninoration. The planning team

Determinrestoratio

Create thdamage a

Develop a

Support d

Identify sa

objective is ttwo to threeucted by fee

nformation S) and used lop ETRs. A lssment:

First, a quand

Second, aon each creplaced

escribes theregard to mthe plan shong site may bel 3 ice storm

h vendors sh plan accordendors, helpensure that ptial materialy” support, t

ge Assessm

g and damainformationm with the i

e the type aon;

e most efficand available

accurate res

daily work pl

afety issues/

to perform de days after ieder (circuit)

captured in by the Plannlarge inciden

uick, higher‐l

a more thorocircuit, includat each spec

e infrastructumutual assistaould scale in be needed inm.

ould be negdingly. Thesep Toronto Hypriority is givs shortages)aking care o

ment and R

ge assessme gathered thnsights nece

and number

ient restorate resources;

toration est

lan developm

/dangerous

damage asseit is safe to b) according t

the field is ening Section nt may nece

level scan to

ough assessmding the numcific location

FDR

ure and servance resourcaccordancen the wake o

gotiated in ade discussionsydro assess vven to Toron). Some utilitof virtually al

estoration

ent are essenhrough a damessary to:

of resources

tion plan ba

imates (ETR

ment and cu

conditions.

essment as ebegin work ito a pre‐esta

entered intoin the SOC tssitate more

o understand

ment to captmber of polen.

Findings andDamage AssRestoration

vices neededces. The proe with the incof a large hu

dvance (at les will providevendor capanto Hydro, aties contractl logistical n

n Planning

ntial for a ramage assess

s required to

sed on the e

s);

ustomer com

early as possn the field. Aablished prio

o the outage to prioritize e than one c

d the amoun

ture detailedes, wire span

d Recommensessment anPlanning

d to support cesses, agrecident level.urricane, or s

east in part) e valuable pbility to supnd uncover t with vendoeeds related

apid and effesment proce

o support th

extent and ty

mmunication

ible, often wAssessmentsority.

managemerestoration cycle of dam

nt and type o

d damage inns, and equip

ndations d

restoration,eements, and For super storm,

to ensure planning port a large‐any issues oors that d to mutual

ective ss provides

he

ype of

s; and

within the s are usually

nt system work and age

of damage;

nformation pment to be

, d

,

‐or

y

43

DurinpatroDamathe dSomedamaOMS

Durinhandprocedesigpersoexclu

In adforenstrucoutagoptio

The rcomp

5.4.1

FollowrestoCompcommplann

ng major eveollers, to evaage assessordamage. Thee of the morage assessorsystems.

ng day‐to‐dale damage aess when a mgners, or retionnel to conusively on rep

dition to connsic analysis ture failuresges during mons to harde

review of Topetency add

Definition

Capture a

Developm

Establishm

Work plan

Use of sta

1. Damage

wing the indoration and rpany maintamunicating tning activitie

ents, utilitiesaluate damagrs patrol circy documentre advanced rs to enter th

ay operationassessment, major event ired linemenduct damagpairing the d

nducting damprocess to cs. They use tmajor eventsn the distrib

ronto Hydroressed the f

n and execut

and use of da

ment of ETRs

ment and ad

nning practi

andard plann

Assessmen

dustry leadinrestored cusained focus tthe specific pes, however,

s use damagge before a cuits to identt what they futilities havhe informati

s or minor ebut additionoccurs. Othn or supervisge assessmendamage and

mage assesscollect detaithis data in ss, which thenbution system

o’s damage aollowing:

tion of a dam

amage asses

s;

dherence to

ces; and

ning tools.

nt and Rest

ng practice, Ttomer servicthrough freqpriorities for, were not co

FDR

ge assessmenline crew is tify trouble find on a preve implemenion directly i

events, line cnal resourceer pre‐qualifsors may pernt allows tro restoring po

sment, leadiled informatstatistical ann supports sm for future

assessment a

mage assessm

ssment data

restoration

toration Pla

Toronto Hydce in accordquent Commr the subseqonducted co


nt teams, oftdispatched tlocations ane‐developednted tools, suinto a system

crews or “troes are usuallyfied resourcrform this roouble and linower.

ng utilities htion on specalyses to deubsequent aevents.

and restorat

ment proces

;

priorities;

anning Find

dro establishance with th

mand Centreuent planninonsistently b


ten referredto perform rnd assess thed form or a cuch as tabletm linked to t

ouble crews”y needed to ces, such as eole. Using otne crews to f

have implemcific equipmetermine cauanalysis of d

tion planning

ss;

dings

hed prioritieshose prioritieconference ng period. Thy all of the L

ndations d

d to as repairs. e extent of ircuit map. ts, that allowthe GIS and

” typically conduct thiengineers, her suitablefocus

mented a ent and uses of ifferent

g

s early in thees. The calls and he overnighLICCs.

w

s

e

t

44

Toronservelocatthemused the p

Toronaccoron prthe s

Dama

1. O

Toronrespo

Sincesystethat afrom locatcustothe m

The rindivi

10 “Triareportresourdamagequipm

nto Hydro used other neeions being re

m safe for puundergroun

physical resto

nto Hydro esrdance with riorities thropecific prior

age Assessm

Overall resto

nto Hydro esonse that fol

Public saf

Critical cu

Substatioprovide se

Lateral sesingle pha

Customertransform

e Toronto Hym has a numallow them tone feeder ions that coomers designmorning of D

restoration cidual custom

age” refers to ts received frorce. As a part oge (e.g., pole, tment are dispa

sed its “triageds, apart froeported by tblic and utilind crews, seroration of th

stablished rethose priori

ough frequenrities for the

ment and Re

oration prior

stablished allowed typic

fety (911 cal

ustomers (e.

n and feedeervice to lar

ections of thease lines tha

r service dromer and typic

ydro serves amber of connto quickly reto another. uld compromnated as critDecember 24

continued bymer connect

the process dem customers aof the process, transformer, watched to repa

ge”10 procesom damage the customeity employeervice crews, he electric sy

estoration pties. Responnt Commandsubsequent

estoration Pl

rities were in

nd followedal industry p

ls and live d

g., hospitals

er backbone ge blocks of

e circuits (i.eat serve seve

ops (i.e., linescally service

a densely ponection poinestore servicThe initial fomise public stical by the C4,, 2013.

y restoring feions. It is im

eveloped by Toand either makthe resources

wire) to ensure ir the damage.

FDR

s to gather dassessmenters, crews anes participatand designeystem) to co

riorities earnse leads at td Centre cont planning pe

lanning Stre

n line with i

restorationpractices. Th

own wires);

s, water pum

restoration f customers)

e., branches eral streets in

s that conneone or two

opulated urbnts between e to a portioocus of restosafety. The sCity of Toron

eeder backbportant to u

oronto Hydro tke the location dispatched tothat, subsequ.


damage info, including end first respoting in the reers (who arenduct the tr

ly and restothe SOC andnference calleriod.

engths

ndustry pra

priorities duhese prioritie

mping station

(i.e., portion;

of the circun a neighbou

ect the houscustomers).

ban area, its different ciron of customoration was second priornto. The City

bones, then understand t

o conduct fieldsafe or escala

o the location gently, the right


ormation. Thevaluating thonders, and esponse. Tore not directlyriage process

red customed LICCs mainls and comm

ctices.

uring the 20es were:

ns, 911 call c

ns of the sys

it that are tyurhood); and

e to the ove.

electric distrcuits (i.e., cmers by switcto secure anrity was to rey identified t

laterals, andthat in order

d evaluation ofte it to a moregather data on t resources an

ndations d

his process he wire downmaking ronto Hydroy involved ins.

er service in tained focus

municating

013 Ice Storm

centres);

stem that

ypically d

erhead

ribution ircuit ties) ching load ny known estore this group by

d lastly, r to keep

f downed wiree appropriate the specific d the required

n

n

s

m

y

d

45

crewThis i

By foHydrothe 7

Figure

2. Tinre

OncemornthreeToronthe ic

Theserestoprogrparticas the

s productives especially

llowing theso was able t72 hours from

e 13: Decembe

he Commannformation aestoration p

e the Commaning, Deceme hours. The nto Hydro chce storm.

e calls were oration priorress updatescipants on the leads from

e during a lartrue during

se priorities,o restore pom the start o

er 2013 Ice Sto

nd Centre coand maintaipriorities.

and Centre (ber 22, 2014standard inhose to hold

essential to ities. They ps and readjuhe calls inclum the LICCs.

rge restoratperiods of t

which addrower to 86%of the field r

rm Restoratio

oordination ined alignme

System Ope4, the Incidedustry practd them more

maintainingprovided a plst plans for uded the gen

FDR

ion, some prransition be

essed larger% of the custoestoration (S

n

calls (every ent of Local

erations Centnt Commantice is to cone often given

g response olatform for pthe subsequneral staff w


riorities are etween categ

r blocks of cuomers who wSee Figure 1

three hoursIncident Co

tre) was actder held coonduct these cn the degree

organizationparticipants uent planninwithin the Co


addressed igories of prio

ustomers firwere out at 13).

s) provided uommand Cen

ivated on Suordination cacalls twice ae of damage

alignment tto share resg period. Th

ommand Cen

ndations d

n parallel. orities.

rst, Toronto peak within

useful ntres to

unday alls every day. caused by

to storation he ntre as well

46

3. Sofa

A utilassigday scoordthe reprovi

In somspeciovern

Dama

1. Lab

A critof theof thesuppoassesand dassocevent

2. Da

Toronbut dcaptuotherGrid procecheckpart o

3. R

DurinCentrthe inprogrresto

ome Local Inacilitate wor

lity industry nments for tshift managedination withestoration dde the over

me of the LIfic work for night. This p

age Assessm

ack of real, oelow the fee

tical elemene current stae restorationort decision ss the outagedispatch anaciated damat.

Damage Assepplied acros

nto Hydro’s does not proure of infrastr stakeholdeDisruption Pess. Lacking klists, and otof the triage

Restoration e

ng an incidenre is responsncident respress, utilitiesoration progr

ncident Comrk assignme

leading practhe subsequers and supeh external stdata from conight shift p

CCs at Toronthe next dayractice aided

ment and Re

or near realeder level.

t of a major ate of the syn status andmaking aroe status at thalysis) systemge assessme

essment pross the Local

triage procevide for the tructure damers (e.g., PlanPlan does noinformationther job aidse process, or

estimates w

nt, the Restosible for devponse. At thes can provideresses, plann

mmand Centnts and crew

ctice is to usuent day shifrvisors moretakeholders mpleted joblanners with

nto Hydro, ty, making crd the deploy

estoration Pl

‐time situat

event restoystem. This in field conditund prioritiehe feeder lem, the outagent informat

ocess was noIncident Co

ess addressesystematic emage informnning Sectioot include a cn about the ps, some LICCr developed

were not dev

oration Plannveloping estie start of a ree this informners can refi

FDR

tres conductw deployme

se the overnft. Conductine time for crthat typicalbs is updatedh the most a

he leads estrew assignmyment of the

lanning Opp

ional aware

ration procencludes havitions, as weles and resouvel, primarilge status belotion were no

ot defined, dmmand Cen

es portions oevaluation o

mation, or timn, ETR devecomprehensprocess flowCs addressedad hoc guida

veloped at va

ning sectionmated timesestoration, wmation at a hine estimate


ted planningents for the

ight shift to ng work planrew support ly occurs dud at the end accurate job

ablished a pents and cree day crews.

portunities f

eness of outa

ess is maintaing real or nl as any otheurces. While ly through itow that leveot readily ava

documentedntres.

of the damagof the systemmely provisiolopers, and Csive, detailedw, roles and rd elements oance in real

arious levels

within the Cs of restoratwhile the dahigh‐level ones, providing


g activities osubsequent

plan and ornning at nighand for the ring the dayof the day sstatus infor

process for peating job pa

or Improvem

ages and wo

aining an undear‐real timer informatiToronto Hyts SCADA (reel (e.g., streeailable throu

d, or consiste

ge assessmem condition on of that inCommunicad damage asresponsibilitof damage astime.

s of specifici

Central Comtion (ETRs) thmage assess

nly – a globalg information

ndations d

overnight tot shift.

ganize ht affords theextensive

y. In additionshift to mation.

planning the ackets

ment

ork progress

derstanding e knowledgeon that can dro could emote controet) and ughout the

ently

nt process in the field,formation totions). The ssessment ies, forms, ssessment as

ity.

mmand hroughout sment is in l ETR. As then at a

e

n,

s

e

ol

o

s

e

47

substof infdocuspeci

tation, circuiformation tomented proficity (e.g., c

it, or individo a customercess for creacircuit, custo

ual customer. The Compating accuraomer).

FDR

er level. An Eany did not te and time


ETR usually ihave in placly ETRs at m


s the most cce a systemaultiple level

ndations d

critical pieceatic and s of

48

4. W

The pfor thincludcollecdevemultithey

5. Tst

A leaconsoacceland mdoes Sectioinform

5.4.2

DAP‐procewithi

Toroncondincludand t2 eveeventworkfor earespo

Specisepargatheaddredata Compassesqualif

Work plannin

planning actihe next periode print‐outcted by the aloped” workiple jobs for completed t

he Central Ctandard plan

ding practicolidate plannerates informade availabnot referenon should usmation.

2. Damage

‐1 Institute aedures, and in the specif

nto Hydro shucting the inde the timefthe level of ient, the globt within 48 h with selecteach key decionsibilities fo

ific to damagrate the wireering procesessing both wcollection sppany should ssment withfied personn

ng practices

ivities that tod and creatts of the OMassessors. Ak planning prthe crews intheir work.

Command Cenning tools.

e in the utilining informamation exchble to all resce specific tse to collect

Assessmen

a damage ascompetencfied timefra

hould set obnitial damagframe withinnformation bal ETR shouhours. Once ed stakeholdision througor capturing

ge assessmees down inves. There showires down pecificationsdetermine tin the pre‐denel, which ca

varied acro

ook place atting associatS outage rect Toronto Hyrocess. Somn advance, w

entre and Lo

ty industry iation throughange and entoration parools and for, consolidate

nt and Rest

ssessment pies to estabme (e.g., wi

bjectives for e assessmenn which the required to ld be made ait has estabders, such ashout the eveg that inform

ent, within thestigation coould be a cleand damages, and requirthe number efined timefan include th

FDR

oss Local Inci

t the LICCs inted work paccord, a circuydro, each Le generatedwhile others

ocal Inciden

s to use stanghout an evensures that trticipants. Torms (e.g., Ince, and share

toration Pla

process that lish situatiothin 48 hou

establishingnt in major einitial damagsupport keyavailable witlished theses the City, toent, then cre

mation in a ti

he current tromponent frarly definede assessmenred competeof assessorsframes and ihird‐party co


ident Comm

ncluded devckets. Theseit map, and LICC managed assignmentassigned ne

nt Command

ndard formsent. Using a cthe same levoronto Hydrcident Actione commonly‐

anning Reco

defines the onal awareners).

g overall situevents. Thesge assessmey decisions. Fthin 24 houre objectives, o identify theeate a procemely and ac

riage procesrom the damd, end‐to‐endnt with pre‐aencies and trs required toidentify poteontractors a


mand Centre

eloping the e packets typany damage

er used an “its overnight ew jobs to th

d Centres did

s to capture common temvel of detail ro’s Grid Disrn Plan) that t‐used planni

ommendat

required apess and plan

ational awae objectivesent will be coFor examplers and for a fthe Compane informatioess and assigccurate mann

ss, the Compmage informd processes assigned respraining, Alsoo complete tential sourcend mutual a

ndations d

es.

work plan pically e informationdividually‐and planne

he crews as

d not use

and mplate is captured ruption Planthe Planninging

tions

pproach, nning inputs

reness and s should ompleted e, for a Level full‐scale ny should on required gn ner.

pany should ation for ponsibilitieso, the the es of ssistance.

on

d

n g

s

,

49

In adshouassesasses

DAP‐

Mostplan. refrigvulne

Toronthe cthen the ahurricreasoHydro

Torongloba(e.g., restotool t

Build data c

dition to insld evaluate dssment field ssors to use t

‐2 Develop a

t customers They need tgeration, heaerable popul

nto Hydro shourse of an develop reaftermath of cane, a utilitonable restoo could prov

nto Hydro shal level) as w neighbourhoration and fthe Compan

a stronger dcapture proc

tituting the different optdata. One eto identify s

a process to

experiencinto have a reat, or air conations.

hould develoevent. The Calistic goals fa particularty has to speration estimvide an initia

hould set spwell as the timhood/sub‐stafor different y could deve

damage datacesses and t

process for tions for autexample is prpecific equip

establish (c

g an extendeasonably accnditioning. T

op a more riCompany shfor creating rly damagingend some timmates. So, foral ETR may b

ecific threshmeframes foation, circuitlevels of eveelop to supp

FDR

a reporting tools.

conducting tomating theroviding tabpment in the

alculate) tim

ed outage wcurate senseThis informat

gorous procould first unETRs. Customg event, like me assessingr example, tbe within 48

holds for issuor refining tht, individual ents. Table 5port the ETR


interface wi

damage asse capture anlets with GPe Company’s

mely and acc

want to be abe of how lontion is espec

cess for devenderstand stmers generathe 2013 Iceg the situatiohe earliest thours in a fu

uing the initihat estimatecustomer) a5 below provprocess.


ith OMS and

essment, Tond integratioPS capabilities GIS system

curate ETRs.

ble to develong they may cially critical

eloping ETRsakeholder nally understae Storm or aon in order time by whicull‐scale eve

al ETR (usuae to more deat different pvides an exa

ndations d

d alternate

oronto Hydroon of damagees to m.

.

op a coping be without for

s throughouteeds and and that in major to provide ch Toronto ent.

ally at the tailed levelspoints of ample of a

o e

t

s

50

Table

Sto

De

ComGu

CInf

Also, ETRs,addre

DAP‐respo

Toronworkpriorand cproce

Also, the reincidewith proceprogrunde

5.5.

The ksafetavoid

5: Example of

orm Level

efinition

ETR munication uidelines

Coping formation

the Compan, so that anyessed or adj

‐3 Establish onse person

nto Hydro sh planning duities, develocreating woress.

the Companequisite coment. The Gridthe standardess, the emeram, includinrstand and p

Restora

keys to succey, sustainedd bottleneck

an ETR Timing

Level 1

Estimaterestoration8 hours or

Individuspecific E

available atcall

Specificinformatiabout locdamage

ny should asy potentially usted in adv

standard wnnel to drive

hould develouring major eoping incidenrk packets. A

ny should dempetencies, d Disruptiond forms andergency manng a table topractice the

ation Execu

essful restor focus on res, and effect

g Matrix

1 L

ed ns of less

Esrestmorles

al ETR t first

Inspe

avail

c ion cal e

Sinfabd

ssign responexpiring estvance.

work planning consistency

op, documenevents. This nt action plaA set of stand

etail the roleand pre‐assin Plan should other job ainagement grop exercise, tir roles.

ution

ration are pestoration prtiveness of c

FR

Level 2

stimated orations of re than 8 & ss than 24 hours

ndividual ecific ETR able at first call

Specific formation bout local damage

sibilities for timates are e

g processes y across cen

nt, and comwould incluns, assigningdard forms a

es and respoign personned include proids. In orderroup should to provide a

ersistent atteriorities, abilcrew deploym

Findings andRestoration

Level

Estimatrestorations than 24 hou

than 3 d

Post Asses12 hrs.– g24 hrs. – c36 hrs. – c

48 hrs. – ind

General infoto begin increasgranula

developing evaluated ah

and procedntral and loca

municate thude activitiesg work to thand tools sho

onsibilities foel to fill thesocess and ror to ensure cdevelop andadequate op

ention to emity to decenment throug

d RecommenExecution

3

ted of more rs & less days

Es

ssmentglobal county circuit dividual

ormation with ing rity

Gb

and monitohead of time

dures; train aal command

e process tos such as: idee available fould accomp

or this procese roles duriole documencompliance wd execute a tportunities f

mployee andtralize restoghout the ev

ndations

Level 4 or Gr

stimated restogreater than 3

Post Assessm24 hrs. – glo48 hrs. – cou72 hrs. – circ

96 hrs. – indiv

eneral informabegin with incr

granularit

ring the e and either

and exerciseds.

o be used forentifying field crews, pany this

ss, specify ng an ntation alongwith the newtraining for staff to

public oration and vent.

eater

orations 3 days

mentobal unty cuit vidual

ation to reasing ty

e

r

g w

51

Preserestoincludshift,proviby of

Effecresoucarrieof respre‐p

In larrestobottlehave a dec

A resinfrasfacilitwhensubstnumbwoul

As mhandchalledifficdownlocatresou

Sincefirst oare vlocatpriorthe p

Servirestomulti

erving the saoration execude safety or and daily sade an overvff‐system cre

tive restoraturces. This ines out the dasources requplanning of t

rge events thoration functenecks, suchdifferent swcentralized m

toration typstructure firsties, utilitiesn restoring atation, and mber of other d be restore

entioned ealing downedenges. Fallenult to differened electric wions throughurces.

e downed wion those locisibly arcing,ions so that ities. The utpublic on the

ce lines thatored at the eiple days at t

afety of publution. Methoientations foafety bulletinview of their ews to famili

tion of largenflux can creay‐to‐day wouires carefulhe work.

hat affect sigtion and manh as processwitching procmodel in ord

pically followst. In some c may have t hospital thamain sectioncustomers w

ed along with

rlier, public d wires and mn overhead wentiate electwires are enhout the ser

re locationsations that a, smoking, orestoration ilities use pue dangers of

t serve singlend of the evthe end spen

lic and utilityods that utilor incoming ns. Some utisystem confiarize thems

e outage eveeate a workfoork. Efficient coordinatio

gnificant pornage the woing switchincedures, it iser to ensure

ws a set of agcases, howevo restore lesat is at the ens of the distwho are noth the hospit

safety is themaking the swires that atric wires fronergized. Thervice territor

can often nare reportedor on fire. At crews can rublic campaiapproaching

e residencesvent, resultinnt restoring

FR

y workers is ities use to ccrews, dailyilities also hafiguration anselves with t

nts often reorce that is ft and safe deon, effective

rtions of the ork locally. Thg orders or ds important e the safety

greed upon pver, in orderss critical paend of a circutribution circt deemed to al.

e number onsystem safe re energizedom telecommerefore, a lary creates an

number in thd though 911these locatiepair the dagns and comg downed w

s or small grong in a long “very small e


the most imconduct resty safety briefave developnd typical hahe potentia

quires the ufar larger in eployment ofield manag

system, utilhe intentiondispatching to carefully of public an

priorities, star to re‐energrts of the syuit, crews mcuits (i.e., febe part of t

ne priority dua high priord pose a pubmunicationsrge numbern urgent dem

he thousands1 emergencyions, crews camage accormmunicationwires during m

oups of cust“tail” on theenclaves of c

d RecommenExecution

mportant asptoration effofings at the sed handbooazards, whicl field condit

use of off‐syssize than thof such a larggement, and

lities decentn is to reducecrews. Sincemanage thed utility wor

arting with tgize certain eystem first. Fay need to reders). As a he critical in

uring restoraity that presblic safety th wires, or ev of downed mand for res

s, utilities tyy calls and wcut, clear, anding to the rns channels tmajor event

omers are fre restorationcustomers. S

ndations

pect of the orts safely start of eachoks that ch are used tions.

stem e one that ge number d adequate

tralize the e e utilities e transition trkers.

the critical essential For example,restore the result, a

nfrastructure

ation, with sents severareat. It is valuate if wire toration

pically focuswhere wires nd make saferestoration to educate ts.

requently n curve, withSome utilitie

h

to

,

e

l

s

e

s

52

have lines restoon re

The a

5.5.1

Whendurinshowdepicparam2013 the e

In adsituatcustothereoppoacrosappro

Resto

1. Sa

Amonday pmajoperforank

In ordfor thsuper

service crewand an effec

oration of theestoring prim

assessment o

Safety pe

Restoratio

Cut, clear

Wires dow

Dispatch;

Coordinat

1. Restorat

n comparedng the 2013 Iws the numbects the rate omount, it is i Ice Storm reevent.

dition, the Ction based oomers. It alsoe were no unortunity in thss the Local Ioach and use

oration Exec

afety perfor

ng the approperiod, therer events is bormance of oamong the b

der to ensurhe off‐systemrvisors held

ws and electctive restorae service dromary lines.

of Toronto H

rformance;

on strategy a

r, and make

wn;

and

tion with ext

tion Executi

with similarIce Storm waer of customof restoratioimportant toestoration w

Company woon safety risko managed tnusual delayhe restoratioIncident Come of standar

cution Stren

rmance was

oximately 1,e was only obetter than dother utilitiebest.

re safe restom crews thatsafety briefi

ricians who ation practicops, which a

Hydro’s resto

and executio

safe process

ternal stake

ion Finding

r events in thas in line witmers out oveon (See Figureo note that Twas excellent

orked with thk for reconnthe work proys in restorinon process ismmand Centrd dispatchin

gths

excellent.

250 field resne recordabday‐to‐day saes during sim

ration, Torot included a ings at the s

FR

are not quace is to deplore typically

oration exec

on efficiency

s;

holders (e.g

gs

he past, the th industry eer time throue 13). Since pToronto Hydt. There was

he ESA to intecting servicotection andng the customs the inconsistres, includinng practices.

sources invoble incident. afety perfor

milar events,

onto Hydro ccomprehentart of each


lified to woroy these resohandled last

cution addre

y;

., City, Provi

overall custexperience. Tughout the rpublic and wdro safety pes only one re

troduce flexces to reducd special reqmers. The sinstent coording adherenc

olved in the rTypically, samance. Whehowever, To

reated an osive safety oshift to upd

d RecommenExecution

rk on primarources earlyt, while line

essed the fol

nce)

tomer restorThe restoratrestoration pworker safetyerformance decordable in

xibility depene the hardshuests well tongle largest ination of thce to restora

restoration oafety performen comparedoronto Hydr

n‐boarding corientation. ate crews o

ndations

ry voltage y to begin crews work

lowing:

ration curve tion curve period and y is during the cident durin

nding on hip by the o ensure thaarea of

he work ation

over an 11‐mance durind to the ro’s results

curriculum The n safety

ng

at

ng

53

hazarexcepgreatnotabnorm

2. Dth

In linservicCentrfunctThrou2013 the oaccor

3. Cp

Standcustomast perfoqualif

rds and empptional workter Toronto able outcomemalcy to the r

Dispatch funche restoratio

e with leadince territory ires (LICCs). Ttion, therebyugh decentr Ice Storm. Moutage manardance with

oordinationremises was

dard ESA guiomer premiswith the me

orm repairs bfied electric

phasize the nker safety rearea that wee for all the Cresidents.

ctions were on process.

ng industry pinto local areThis providey reducing thalization, ToMost of thesagement systlocal restora

n with the Els adjusted d

idelines for rse to be safeeter head mbefore servician hired dir

need to follocord during ere directly aCity staff and

decentraliz

practices, dueas that are s the Compahe potential oronto Hydrose dispatchetem (OMS) aation priorit

ectrical Safeduring the ev

restoring ser in order to ay be damagce can be rerectly by the

FR

ow safety prothe restoratattributed tod first respo

ed to Local

uring major managed thany with thefor bottleneo doubled thers were locaand could peies at the tim

ety Authoritvent to redu

rvice connecreconnect pged (See Figstored. The e customer.


ocedures. Intion, there wo the 2013 Icnders who c

Incident Com

events Torohrough Locae ability to deecks at the che number oated in the Lerform dispame.

ty (ESA) to reuce hardship

ctions requirpower. Duringure 14), reqwork is typi

d RecommenExecution

n addition towere no deatce Storm. Thcame togeth

mmand Cen

nto Hydro sl Incident Coecentralize tcentral dispaof dispatcherLICCs and haatch function

econnect cup.

re the equipng major eveuiring the cucally perform

ndations

the ths in the his is a er to restore

ntres early in

eparates its ommand the dispatchatch locationrs during thed access to ns in

ustomer

ment on theents, the ustomer to med by a

e

n

n. e

e

54

Figure

Whencustoto disToronequipserviccustoprocetheir discobeen

4. S

Durinothersoonerequeplan. goverestabemer

e 14: Example o

n utility woromer premissconnect thento Hydro crpment was nces. The Comomers who dess, creatingequipment

onnected. Th fully adopte

pecial reque

ng major resr influential er than the est could cauDuring the rnment for tblished priorrgencies. In t

of Mast Dama

rkers attempse to not to be customer srews found snot in propempany quickdidn’t lose pog a form for cwithin a cerhe new proceed for future

ests were ha

torations, utstakeholderrestoration suse a utility 2013 Ice Stothe most parrities and onthose occasi

ge

pt to restore be in properservice. In thsome instanr condition akly realized tower. Toroncustomers tortain period oess worked we events.

andled withi

tilities oftenrs to restore strategy woto deviate frorm, membert allowed Tly interveneions when a

FR

a service whr condition, the initial dayces where tand they wehat this wounto Hydro woo sign acknoof time, so twell for the

in the pre‐d

receive reqa specific cuuld dictate. rom focusiners of the Tooronto Hydrd when therspecial requ


here they dethey are direys of the 201he customeere forced tould create anorked with towledging ththeir service majority of c

efined prior

quests from eustomer or cAs a result, rg on the prioronto City Cro to restorere were trulyuest was ma

d RecommenExecution

eem equipmected by ESA13 Ice Storm rs had poweo disconnect n unnecessathe ESA to amhat they wouwould not bcustomers, b

rity order.

elected officcommercial responding torities in theCouncil and loe according ty life‐threateade that did

ndations

ment on the A regulation response,

er but their customer ry burden omend the uld repair be but has not

cials and premise to a special e restorationocal to the pre‐ening not seem to

n

n

o

55

be waresto

5. T

Acconormprotecrew poweof resnumbcontrdeperelatito issdelay

6. “B

Off‐sywith proviterritaccesline wopera

ToronassistThey papeIntervexecu

Resto

1. R“f

Durinorderseverutility

Orderesou

arranted, Tooration strate

he work pro

rding to intemal and expeection (i.e., “can operateer to portionstoration whber of switchrol centre) anding on theively small gsue switchingys beyond th

Bird‐dogging

ystem crewsthe local elede them wittory, coordinssing food). Tworkers and ate the switc

nto Hydro adtance crews,dealt with srwork, and fviews with uuted the bird

oration Exec

Restoration afeeder‐base

ng major ever‐based, arerity and amoy could appl

r‐based resturces and wo

oronto Hydroegy.

otection pro

erviews withected delays “switching ane different dns of customhere utilitieshing requestt the same te number ofroup of quag orders withose that are

g” of mutua

s that are brectric distribth a local resnating work These resourecent retirching device

dopted the p, particularlysystem contrfacilitated wutilities provd dog role p

cution Oppo

approach waed.”

ents utilities a‐based, or ount of damay these appr

torations areork based on

o executives

ocess did not

the field crein performinnd tagging”)evices that aers more qus typically ents from the ftime. Sometf orders simulified systemhin a reasone typical for

al assistance

rought in thrution systemsource to hewith other curces, referrerees who arees in the field

practice of py those arrivrol for work work assignmviding mutuaroficiently.

ortunities fo

as not consi

typically cancircuit‐basedage across throaches acro

e typically limn individual

FR

s stayed firm

t cause unus

ews from Tong the work ) provides clallow it to reuickly as theyncounter delfield arrive aimes, these ultaneously m operators.nable amouna restoratio

e crews work

rough mutuam. A leading elp with dailycrews, ensured to as “bire familiar witd. Bird dogs

providing birving during tprotection,

ment, in cooral assistance

r Improvem

stent, varyi

n use one ofd. The choiche service teoss a range o

mited to smaoutage man


m and did not

sually long d

oronto Hydroprotection. ear guidelineconfigure ty repair the ays becauseat the centradelays can erequested w Toronto Hynt of time win effort of th

ked well.

al assistancepractice is fy work needring the safed dogs,” areth the systemmay suppor

rd dogs to mhe first few completed crdination witindicate tha

ment

ng between

f three restoce of approacerritory. Figuof incident le

all events, wnagement sy

d RecommenExecution

t deviate fro

delays in res

o, there werThe practicees under whhe circuit andamage. The a substantil location (i.exceed one hwhich are haydro operatoithout causinhis magnitud

e often are nfor the host ds (e.g., navigty of the woe typically locm and are trrt one or mo

any of the mdays of the customer‐prth dispatcheat Toronto H

n “order‐bas

oration approch correspoure 15 illustrevels.

where the utstem (OMS)

ndations

om the

storation.

re some e of work hich a line nd restore is is an areaally larger e., system hour andled by a ors were ableng any de.

ot familiar utility to gating the ork site, cal companyrained to ore crews.

mutual restoration.remise ers. Hydro

ed” and

oaches: nds to the rates how a

ility manage orders. In

e

y

es

56

area‐or divfeedethe dresou

A circgreatdeliveentiresysteenerg

Figure

Toronrestocircuiused restohave an encrewappro

2. Lain

Restosignifneces

‐based respovisions. A ceer lockouts adecentralizedurces, and de

cuit‐based ater), where tery infrastrue circuit or pm to ensuregize portions

e 15: Restoratio

nto Hydro dooration approit‐based appan order‐ba

oring all of thbeen more ntire area (i.es and enableoach varied

ack of full conefficiency i

oration folloficant amounssary resour

onses, a utilintral systemand respondd region. Theevelop ETRs

pproach is tythe widespreucture. In cirportions of ae that it doess of the circu

on Approache

oes not haveoaches. Duriproach to staased approache remainingappropriatee., substatioed better coslightly acro

oordination n crew depl

wing a largent of ad‐hocrces are bein

ty will decenm operationsing to 911 ce regions pri.

ypically usedead devastatcuit‐based ra circuit. Thes not becomuit as work i

es

e a formally‐ing the 2013art, restoringch once it mg damage one to use an aon). This migordination ooss the LICCs

among deceoyment.

e, unplannedc coordinationg mobilized

FR

ntralize crews group retaialls, but all mioritize work

d in the hightion requirerestorations,e circuit is usme energizeds completed

‐defined pro3 Ice Storm rg the feeder

moved into ren that circuitrea‐based aht have minof work assigs.

entralized d

d event, like on. The reaso, the amoun


w and work mins control omajor restork, identify re

hest level eves complete r, crews are aually isolate during the wd.

ocess to tranrestoration, r sections of estoring latet. In this storpproach andimized the tgnments. Las

dispatch func

the 2013 Iceon for this isnt and locati

d RecommenExecution

managemenover crews reration work esource need

ents (Level 3rebuilding oassigned to red from the rwork. The fi

nsition amonthe Companthe circuits,eral sections rm responsed repair the travel time bstly, the rest

ctions led to

e Storm, reqs that initiallon of damag

ndations

nt to regions estoring is referred tds, manage

3 and f the electricrebuild an rest of the eld crews

ng different ny used a , and then instead of

e it might damage in by multiple toration

o some

quires a y, while the ge is largely

o

c

57

unknbe cahelp t

At thinto tthe ddispacrew

One coutagthis prestoend o

3. Lolo

Durincentrthe se

Two and tmututhe thresoudispa

own. This caarried out in to reduce th

e start of resthe LICCs, wdispatch procatch, and thes. This result

Crews we

Different different

Customer

Crews hadthe dispat

challenge toge managemproblem duroring power aof the day in

ocal Incidenocations) ad

ng the 2013 res were reservice territ

Monogra

Milner – e

Commissi

LICCs handlethe other forual assistanchree geograurce assignmatch process

aused the plparallel withhese inefficie

storation, Tohich is in linecess was note supervisorsted in some

ere dispatche

types of creaspects of th

rs didn’t und

d to wait afttcher.

o the dispatcment systeming an eventas quickly asstead of cal

nt Commandded comple

Ice Storm reponsible forory:

m – western

eastern part

ioners – the

ed externallyr contractor e crews) wophically‐bas

ments and av.

anning phash some leveencies, but c

oronto Hydre with leadint fully synchs who were actual and p

ed to a locat

ews would behe necessary

derstand wh

ter completi

h process w once crewst the size of s possible anling them in

d Centre struexity to crew

esponse, Torr Toronto Hy

n part of the

t of the territ

downtown

y‐provided ccrews. The

orked across ed LICCs didvailability. Th

FR

se and the exl of inefficiecannot comp

ro quickly deng industry pronized amoworking witperceived in

tion that had

e dispatchedy repairs wit

y crews left

ng a job to r

was a delay in completed the 2013 Icend tend to tuas repairs a

ucture (threew deploymen

ronto Hydro ydro crews re

service terr

tory; and

area.

crews, with ooff‐system rthe service d not have fuhis lessened


xecution phant work exepletely elimin

ecentralized practice. It aong the LICCth mutual asefficiencies

d been resto

d to the samth a significa

before resto

receive their

n closing trothe work. Me Storm. Fielurn in their cre complete

e geographint and work

activated fivestoring dist

ritory;

one for the mresources (bterritory, buull visibility intheir ability

d RecommenExecution

ase of the recution. Emenate them.

its dispatch appears, howC dispatcherssistance andsuch as:

ored already

me location toant time lag

oring power

r next assign

uble tickets Most utilitiesld crews foccompleted tied.

ic and two fuk coordinatio

ve LICCs. Thtinct geogra

mutual assisoth contractut dispatchento all the oy to fully coo

ndations

estoration toergency plan

functions wever, that s, central d contractor

;

o perform in between;

r; and

ment from

in the experience us on ickets at the

unctional on.

ree of the phic areas o

stance crewstors and rs in each ofoff‐system ordinate the

o s

r

e

of

s

f

58

4. RIn

The Spriorexamappliand tflexibfrom Hydroresto

5. TPp

Toronfeedsthroucontiup thproficadditmadeplacenetwdiffer

The kdevicemercrewproceplace

5.5.2

RE‐1

ToronmajoCompdifferaffec

Restoration encident Com

SOC establishities, but the

mple, some oed an order‐type of damability to detethe 2013 Iceo’s territoryoration appro

oronto Hydrrovince of Oerform.

nto Hydro’s s most of theugh redundanue to operhe lost load).ciencies thattion, during ae to adopt the at that timework system orent from th

key differencces controllergency restos to isolate aesses to reste, it was not

2. Restorat

Pre‐determ

nto Hydro shr distributiopany should rent levels oted, numbe

execution apmmand Cent

hed the ovee LICCs appliof the LICCs u‐based apprage may varermine what e Storm, how. This suggesoach.

ro has differOntario, limi

electric diste downtownancy of poweate without . It also requt are differeamalgamatiohe switchinge on the legaoperation. Aose of other

ces are in thed by field peration throua section of ttore that secable to use t

tion Executi

ine best res

hould reassen outages athen refine

of response. r of trouble

pproaches wres.

rall restoratied differentused a feedeoach when ry across a seapproach bwever, was ssts that the

rent work priting the typ

ribution systn area. This ner sources (icausing cus

uires a uniqunt from thoson of the utg and taggingacy TorontoAs a result, Tr utilities in t

e coding andersonnel. Thugh the provthe system action. As Torthe full capa

ion Recomm

storation ap

ess the emernd consider or establishActivation cspots, and e

FR

were not foll

ion strategyt approacheer‐based resresponding tervice territoest meets resimilar acrosLICCs should

rotection prpe of work th

tem includenetwork pro.e., if one fetomer outague set of skillse required tilities operatg (i.e., system Hydro systeToronto Hydrthe province

d coloring ofhese differenvision of guidand then useonto Hydro abilities of of

mendation

proach for e

rgency level adding a Le

h criteria (witriteria couldexpected dur


lowed consi

y and monitos to implemtoration appto similar coory, LICCs shestoration oss the affectd have been

rocesses thahat mutual a

s a large undovides reliabeder is interges becausels to operateto operate ating in Toronm protectionem, to providro’s system e.

f signage thances can be adelines that e their own did not haveff‐system re

ns

each emerge

scale it currvel 4 or greath ranges) fod include numration of res

d RecommenExecution

istently by a

ored progresent the stratproach, whilonditions. Sinhould have sobjectives. Thted areas witfollowing th

an other utilassistance c

derground nle service torrupted, the other feedee ‐‐ demandian overheadnto, the decn) practices de continuitprotection p

at is used to addressed dallow externswitching ane guidelines sources.

ency Level (e

rently uses toater event dor activatingmber of custstoration.

ndations

all Local

ss against tegy. For e others nce the leveome he damage thin Torontohe same

ities in the rews can

network thato customers network wiers will pick ing system. In ision was that were inty for the practices are

mark the uring an nal utility nd tagging like these in

e.g., 1‐4).

o categorizeefinition. Thg the tomers

l

o

t

ll

n

e

n

e he

59

This rof thebasedconsimean

The CeventWhilenumbeventcontr

For ecommincludtrackcentr

RE‐2 Centr

Toroncontrrestoassistbasedtake withi

Afterforesfor as

5.6.

The amajostormas co

refined define preferred d, or area‐baistency in reningful differ

Amencrewsoutag

Company shots to allow oe it is unreasber of utilitiets, so mutuarol sections o

For eaand se

ach pre‐estamensurate nde a descriping, and closralized and d

Eliminate ceres and enco

nto Hydro shractors to faoration procetance and cod on the neecontrol of thn their porti

r a LICC has cstry), it can rssigning off‐

Commu

ability of a utr outage is em, or other empared to t

nition and chrestoration ased). The pstoration exrences in fie

nd work prots to “take ovge.

ould consideoff‐system crsonable to ees have creaal assistanceof the circuit

ach restoratecure adequ

ablished restnumber of qution of the psing work dudecentralized

entralized mompass thos

hould elimincilitate cooress is decentontractors) sed (capabilithe off‐systemion of the sy

completed release themsystem reso

unications

tility to handessential to aevent causinthe expected

haracterizatiapproach fore‐determinxecution, butld condition

tection and ver” and res

er amendingrews to takexpect outsidated process resources cts without c

tion approacuate resourc

toration appualified dispprocess procuring major ed dispatch fu

mutual assistse resources

nate the centdination of dtralized to LIshould be asies and numm resources ystem.

estoration om to another ources should

– Custome

dle a significa successful g widespread daily volum

FCC

ion of eventor each evenned approact provide enns among the

restorationtore portion

g its switchine over the code crews to les to isolatecan support ompromisin

ch, provide sces to exped

proach, Toroatchers neecedures and events. The unctions.

tance and cos within the

tralized LICCdispatch acrICCs, the offssigned to onmbers). At thaand use the

or no longer LICC. The prd be clearly

er Contact

cantly largerrestoration.ad outages, ime. Although

Findings andCommunicaContact

s should prot level (e.g., hes should bough flexibie Local Incid

guidelines tns of the sys

ng and tagginontrol of porlearn local ce parts of themore aspectng safety.

standard prodite dispatch

onto Hydro sded. The Grassociated fprocesses sh

ontractor Lo three geog

Cs for mutuaross the geogf‐system resone of the thrat point, theem as requir

needs certarocess, critedefined in t

t

volume of c. During the ncoming calh the Interne

d Recommentions – Cust

ovide a clearorder‐basedbe used to dlity to accoment Control

to enable ofstem in a cat

ng rules durtions of the ompany proe system duts of the rest

ocesses andh work.

should identid Disruptionforms for ashould addre

ocal Incidentraphic LICCs

l assistance graphic LICCources (mutree geographe geographiced to restor

in types of cria, and resphe Grid Disr

customer calfirst few daylls increase det has provid

ndations omer

rer indicationd, circuit‐rive mmodate Centres.

ff‐system tastrophic

ing major system.

ocedures, a ring major toration and

d procedures

ify the n Plan shoulsigning, ess both

t Command s.

and Cs. Once the ual hic LICCs c LICCs woule outages

crews (e.g., ponsibility uption Plan.

lls during a ys of a majodramaticallyded

n

d

s,

d

d

.

or y

60

additemaiexten

It is ccustocustoavoidinclud

SucceappliinformthrouIVR c

An emproactexts,elimicustoapplimediinform

Utilitoutagcall cgenefunctsupp

The a2013

tional channl or websitended outage

critical that tomer calls. Tomer frustrad complaintsde:

Training iaccess, to

Contractirepresent

Establishi

essful plans cations. Themation. Oveugh contractapacity, incl

mergency plctively reduc, or emails) tnate numeromers can recations allowa avenues (emation in lie

ies use a fewge calls fromentre whichral inquiriestion within filemental sup

assessment o Ice Storm a

Availabilit

Plan effec

els for custo), many still e.

he utility hahese emergtion, reduces to regulato

n‐house resoo take outage

ng in advanctatives; and

ng mutual a

are usually aese allow cuserflow telecots with technuding interf

an for custoce incoming to individuaous incomineduce call vow customerse.g., Twittereu of calling.

w different om customers also handle. Others rouield operatiopport.

of Toronto Hddressed th

ty of a plan t

ctiveness an

omers to comwant to talk

ve plans in pency respone the likelihoors. Actions t

ources frome calls;

ce with vend

assistance ar

anchored bystomers to sommunicationology compfaces to outa

omer commucalls. For exl customers ng calls. Provolume as wes to report o, Facebook) .

organization. For exampes business cute customerons. Many u

Hydro’s mane following:

to address th

d thoroughn

FCC

mmunicate wk to a repres

place to satinse plans muood of repeato handle the

m outside the

dors to supp

rrangements

y effective inelf‐report oons capacitypanies that sage managem

unication mixample, outbabout expecviding additioll. Website, outages and provide way

al models tole, some utilcalls related r calls relatese third‐par

agement of

he increased

ness of imple


with utilitiessentative, pa

sfactorily adust be execut calls to rese anticipate

e call centre,

ly trained cu

s with other

nteractive voutages and ry for these syspecialize in ment system

ght also inclbound messacted or actuonal channeemail, mobitrack outageys for custom

o conduct thlities place tto customer

ed to outagety call centr

customer co

d volume of

ementation;


s during outaarticularly du

ddress this spted swiftly tsolve probled increase in

, who have s

ustomer serv

utility call ce

oice responsereceive restoystems can bproviding utms.

lude a strateaging (i.e., roal outage stels of commule, and textie status. Alsomers to obta

e function ohe responsibr billing and s to their dises for prima

ontact throu

calls from cu

;

ndations omer

ages (e.g., uring an

pike in to minimize ms, and n calls could

system

vice

entres.

e (IVR) oration be provided tilities with

egy to obo calls, atus can unication forng o, social ain

of answeringbility in the other spatch ary or

ughout the

ustomers;

r

g

61

5.6.1

The dDistriSystenumbthrououtagqualitthat aavera

Whenresouincomincomthe cansw

Torontotal Decewereresidall otcalls 2013

On Dgreat

11 Callssignificexpectincludreport

Availabilitcan repor

Process foscripts; an

Process fosystems a

1. Commun

day‐to‐day reibution Grid em Planning ber to reporugh the IVR. ge in the IVRty call goes iare not succages 135 cal

n a major ouurces from Cming calls. Thming outageall centre an

wer emergen

nto Hydro exof 397,500 cmber 21, 20 storm calls ential and coher business(127,800) w.

ecember 22ter than the

s to areas of thcantly higher tted calls as stoe storm calls ated as being tra

ty of alternart an outage

or reporting nd

or providing and applicati

nications –

esponsibilityManageme& Logistics ot a power ouIt directs thR, or enter thinto the queessfully comls per day du

utage occursCustomer Cahis allows so calls to dispnd, as needecy calls in 8‐

xperienced acalls entered013, throughand 23,300 ommercial qs functions were received

2, 2013, the naverage of 1

he Company otthan during noorm calls. The eanswered in thansferred from

tives to speaor receive i

outages, inc

accurate anions.

Customer C

y for handlinent Division, organizationutage, wire dem to “seleche queue to eue for the cmpleted in thuring blue sk

s, however, dre to augmeome of the dpatching fielded, from othe‐ or 12‐hour

an unprecedd the IVR froh January 2, 2were non‐stqueues and awithin the Cod the first fu

number of c135 received

ther than disparmal operationestimated nume residential am those queues

FCC

aking with anformation

cluding ease

nd timely me

Contact Fin

ng outage caspecifically in. All customdown, or poct 1,” which speak with aller to speahe outage apky condition

dispatch reqent the dispadispatchers td crews. Cuser areas of Cshifts, 24‐ho

dented call vom the main2014. Of thotorm calls (i.an estimatedompany). Jull day of the

alls enteringd during nor

atch and the rens. Toronto Hymber of storm cnd commercias to the dispat


representatabout resto

e of use and

essages on a

ndings

lls at Torontin the dispat

mer calls to thwer quality allows a cala dispatcherak directly topplication. Ths.

quests a specatch team anto be reassigstomer serviCustomer Caours‐a‐day.

volume durin customer pose, it is esti.e., 14,300 cad 9,000 callsust over one‐ storm on Su

g the dispatcmal operatio

esidential/comydro categorizecalls likely is col queues (othech queue).


tive by whicration;

clarity of na

all customer‐

to Hydro restch section ohe main custproblem areler to self‐rer. A wire dowo a dispatchehe dispatch

cific numbernd help respgned from haice represenare, are assig

ng the 2013 phone numbmated that 3alls were dirs were non‐s‐third of theunday, Dece

ch queue waons. For the

mmercial queueed the numberonservative becer than those w

ndations omer

ch customers

avigation

‐facing

sides in the of the Powertomer e handled eport an wn or powerer, as do calvolume

r of pond to andling ntatives fromgned to

Ice Storm. Aer from 374,20011 rected to thestorm calls to total stormember 22,

as 947 timesfollowing

es were r of higher thacause it doesn’which were

s

r

r ls

m

A

e o

n ’t

62

five dcalls

Comm

1. T

Sincecall cagentp.m. reprehand

Call vschedend obeginHydro

The cstaff easilyfamilmanarendecontr

2. Tp

Thereits “kor higaccou

The kcustoof abcontrservicbasishours

Durintheir when

days the incohandled in t

munications

he ability to

e 2007, the Tentre outsots answer caThe outsouresent the males the more

volumes varydules. The hof each monnning or endo calls.

contract withto answer cay from the Ciar with Toroagement, theers the Tororactor site at

he Key Accorocess to inf

e is a group wkey” accountgher annuallunts.

key account omer questioout 15 empractors fromce to their k, one persons.

ng the 2013 customers an power was

oming stormhe dispatch

s – Custome

o use an exte

Toronto Hydurcer, to proalls to the rercer’s staff isajority of cale complex co

y dependingighest call voth, and the d of the mon

h the outsoualls during tiCompany to oonto Hydro ere is anothnto Hydro ct another loc

ounts organiform key an

within Toronts. Key accouly (at one sit

managers seons and facilloyees (the k

m the Conservey accountsn from the g

Ice Storm, kadvised of res restored to

m calls averagqueue durin

er Contact St

ernal contra

ro Customeovide call hasidential qus trained to tls to Torontommercial c

g on the day olumes typicday followinth, the outs

urcer provideimes of majooutsourced procedures.er major advall centre incation.

ization withnd commerc

nto Hydro reunts are custte or in aggre

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ey account restoration efo all key acco

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trengths

act call centr

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re as a back‐

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ally reliable Equipment iand some caerspective oographic divcalls can be

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into Torontoaccounts pra group of emement team)s hours. Eache calls outsid

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source of ads in place toll centre stafof emergencversity. If an readily direc

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o Hydro to hrogram inclumployees an), who provih week, on ae of normal

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number of

tre site.

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dditional o route calls ff are cy incident cted to a

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munications

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e 2013 Ice Sns were all lomer servicmunication.onse, when kh time to mos. The nearness to updatewise, Custommer situation

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pportunities

acity (systemnot able to

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ustomers witomers gave

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employees ae improved t

umber of cuseard busy si

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a plan in plalume. So, duthis initial houtage was through ema

ication

mers call to rkes them dopower qualtage and thahe customer is put into thhrough a proBecause the (OMS), whetrouble ticke

derstand a cutransferred s, 13,800 (4%he assistancmpany‐reporstorms, at leons. The com

and custometo improve it

FCC

stomers whognals during

onstraints ders to play a this messagestem. This mm them thatk you for caloutages acrot this time.” nform callerson the situat

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report outagwn a path toity issue. That selection pselects “2” he queue foocess to prov IVR outage en the custoet is automat

ustomer’s anto the queu%) were comce of a reprerted self‐serveast 50% of impletion rate

ers pointed ts containme


o get fast bug the 2013 Ic

uring high cmessage, ree when volumessage is plt the telepholling Torontooss the city wThe intent iss Toronto Hytion and is u

elephone line13 Ice Stormume messagemost commok.

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nswers or the to speak to

mpleted in thesentative. Tvice IVR outincoming cae in three of

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all volume pferred to as umes are grelayed as sooone system o Hydro. Plewe cannot as to reduce tydro is awarpdated as a

es to accomm, 117,800 cue. The inabilon problems

al IVR menu e of three thenu instructstomer into town or selecer.) The outaount numbeinterfaces wsfully finisheed in OMS.

here are otheo a represene Company’he Davies Coage statisticlls were hanthe storms

s of the Toro., the percen

ndations omer

so the unknown.

periods, the “initial

eater than on as has reachedase be ccept any the number e of the restoration

modate the ustomers ity to s customers

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er problems ntative. Of s self‐serve onsulting cs for eight ndled in self‐exceeded

onto Hydro ntage of calls

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ing to Answe

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of prior trainurces to answng the 2013 Ioyee who hourced call cstorm.

w days into tack‐up suppke calls in thprovided traabout whichges. The supy. Toronto Hyndle the sha

e total stormparison, the m, 24% of ththe affected

m calls were e and contra

atch Queue H

ge number oheard a messe callers exppted by the the dispatchessfully com

pleted in theng an accoute their outaem does not

er Calls

are organizatng periods omployees (tm the call ceThe full com) was fully de

ning on handwer calls. It Ice Storm beas no expericentre emplo

he 2013 Ice ort to handlhe dispatch qaining to the informationpervisors weydro did notarp increase

m calls, 21,0Davies Conse 1.1 milliond company aanswered bacted call ce

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of customerssage that theperienced a hIVR and they queue. (If tplete the re

e IVR withount number iage in the audistinguish

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dling outageprecluded thecause of unience in the oyees had no

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00 (5%) wersulting Stormn storm callsand its sisterby a pool of ontres.

lume Messa

s who callede Company chigh call voluy made a selhey selectedport in the s

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ut the assistas cumbersoutomated syaccents wel

w from apprme. This numng in the in‐hustomer billiavailable reil December

e calls causedhe use of a fnion rules whspecific roleot been train

onto Hydro cs. The outsoding the pood agents on htheir supervre detailed tr agreementsr calls.

re handled bm Benchmar were answer company. Iover 500 em

age

d when therecould not reume messaglection withid “1” to repoself‐service I


ance of a repme and discstem. Anothl.

roximately 8mber includehouse call ceng and collepresentativer 27, 2013.

d some of thfew Toronto hich restrict e. And, as noned to answ

contacted thourcer providol of 50 notehow to answvisors to entetraining and s in place to

by company k Database sered by a pon another ca

mployees from

e was an avaeceive any mge after theirin the outagort an outagVR, they we


presentativeourages somher is that th

80 representes approximaentre and thoections functes (both inte

he delay in dHydro empoffering oveoted previouwer outage ca

he outsourceded 66 addited above. Tower customeer tickets foraccess to O access addi

representatshows that iool of 350 emase, 31% of m the comp

ailable telephmore calls at tr calls had bge menu whige and were ere transferre

ndations omer

e). For me from he IVR voice

tatives to ately 30 ose who tions) and 50ernal and

deploying loyees ertime to ansly, the alls prior to

ed call centretional agentoronto Hydroer questions r new MS Web itional staff

ives. By in one majormployees the 194,000any’s in‐

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atch queue. Cwere placed

ng normal opoximately 30de of busineand staff avared the queupted at this t Ice Storm, 1rs) received

ndoned Calls

ng the 2013 with a represn the caller, all is answerber compareme message

ough abandoidered accep10%. The Todoned calls hmark Datams, the perce

age Speed o

age Speed onds from thethe represeatch queue d

y different ces it difficult is at or abourgency. Daviwo utilities wges. At both led in the seres provided

Callers who in the dispa

perations wh0 calls in theess hours. Adailable to haue, the next time.” Of the136,000 (84%this messag

Ice Storm, 2sentative abafter enterinred. At Toroed to the tot.

oned call goaptable withinoronto Hydrduring non‐base includeentage of ab

f Answer

f Answer (ASe time a custntative answduring the 20

ompanies acto establish

ut 40 secondes Consultinhich accompthose utilitielf‐service oud a significan

selected “2”atch queue.)

hen there are queue to ddjustments aandle calls. Acustomer he total caller% of callers ee.

20% of callerbandoned thng the queuento Hydro, ttal calls ente

als vary amon the call cenro call centreemergency es data on abbandoned ca

SA) is a call ctomer requewers the call013 Ice Storm

cross a varieh a “standards, but this gong has evaluaplished 43 sees, 50% or mutage IVR aptly larger po

FCC

” or “3” to re)

re not many ispatchers dare made deAfter the maears a messars that enterentering the

rs who were eir calls whie to speak tothe percentaering the que

ong companintre industrye, for exampperiods. Thebandoned caalls is 12% or

centre measests to be tra. The overalm period wa

ety of industd” ASA goal.oal normallyated call cenecond and 6more of the pplication anool of repres


eport a wire

outages, thduring busineepending onximum numage that “nored the dispae dispatch qu

able to entele waiting. Ao a represenage of abandeue that do

ies, a range oy, with a toleple, has a scoe Davies Conalls for eightr less.

sure of the aansferred tol average ASas 7 minutes

ries use call A frequently would not ntre perform62 second ASincoming cand their in‐hosentatives to


down or ot

e system is sess hours an the number

mber of callero additional atch queue dueue or 36%

er the outagAn abandonentative, hangdoned calls isnot receive

of up to 5% erance of uporecard goal nsulting Stort storms. For

average numo a representSA for customs and 14 seco

centres. Thiy seen compapply during

mance for maSAs during mlls were sucouse and ouo handle call

ndations omer

her issue

set to allow nd 10 calls r of incominrs has calls can be during the % of all storm

e queue to ed call is onegs up befores this a high call

or 6% is p to 8% or of 3% m r these

mber of tative to themers in the onds.

is variation pany ASA g an ajor storms major cessfully utsource calls.

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67

2. Ta

As noCompcompgleanfollow

3. O

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oted above, pany’s self‐spletion ratesned from intwing gaps:

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Outage statu

atchers and cuntered weathe necessitssed above,

ored to their

dition, custonto Hydro wgrated with Oll the Compa

ng any outage decisions r to know wh

wered custommation rega

ed Voice Reeffectively su

14,000 (4%)ervice outags of 50% or merviews with

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us informatio

customer seary, impatiety of calling large numbhomes whe

omers receivwebsite. This OMS. As a reany.

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ded inaccuratages. Largebeen restorumes. Contrnd inadequatgnition systemuages commthe self‐servlly asks for ater. Often the reports in vide a servicge is recordeects the paths menu if, fothing like th

on was inad

ervice represnt, sometimmultiple timbers receiveden, in fact, it

ved inaccuramap is crea

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cularly durineir living arrawer will be rey had minimated restora

FCC

ystem was domers who

incoming oon, as compaarisons to ots familiar wit

ate informate numbers ofred causing cributing factte interface m does not only spokenvice outage customer’shis discouragthe automace order (“ticed; and h to report aor example, is occurs, th

equate and

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ng extendedangements arestored. Whmal informatation times w


difficult to nare non‐nat

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tion to manyf customers confusion antors were debetween thdistinguish mn in the Toroapplication; account nuges customeated system;cket”) numb

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often inacc

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ion from theostal codes aeous informa

d outages, cuand busineshen Torontotion to satisfwas not avai


avigate, nottive English s

were compleer utilities wis and informystem indica

y customers received falnd frustratioelays in closine IVR and OMmany of the onto area cau

mber, whichers from tryin ber to custom

here is no op made whenmust hang u

curate.

tage calls ofany were fruepresentativeIVR that pow

e outage maand is not fuation, driving

ustomers mases. Fundamo Hydro reprfy customerlable. For th

ndations omer

t intuitive, speakers.

eted in the ith ation ate the

regarding lse messageon, as well asng outage MS.); accents using callers

h, if in hand,ng to

mers to

ption to n entering anup and call

ften ustrated e. As wer had bee

p on the lly g customers

ay have to mentally, theresentatives s’ needs. e most part

s s

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68

dispafrom custo

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4. Aw

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atchers and cpress releas

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Free‐form

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omers sent cactus@toronFigure 16). Tg, other accoever, the mautages. Day‐tor student in

ng this stormning them fooutages not nterns monion‐holiday w

customer seses and gene

escalated toion. Althougut what was tion to respoocated at wose in conver

ths to contaonitored freq

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m email;

contact form

power outag

comments ontohydro.coThe intendedount informajority of conto‐day, a dednterns from

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ervice represeral commun

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act Toronto Hquently eno

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nterns responn or other saeported. Thmails and co

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69

Figure

The nteamtotalsDeceweek

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e 16: Web‐base

number of em for responss for those dmber 24. Nokdays and 50

omers also ushown in Figge reportingy utilities todto OMS. Du

g this form.

ed Contact For

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used the Torgure 17. The g forms, whicday, Torontouring the 201

rm

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onto Hydro dispatch groch involves mo Hydro has 13 Ice Storm

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s forwarded 013, throug of 42 on Janves 80 to 120eekends.

corporate woup is respomanually ennot develop, customers


to the Toronh January 2,nuary 1, to a0 account re

website to reonsible for fotering each ped an autom forwarded


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eport an outaollowing up oform into Omatic interfa106,000 out

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here was noentre.

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71

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volume of cuting from thficient scalaing. During wnological solle the vast mesentative. Smunications

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ustomer inque 2013 Ice Sbility of telewidespread utions (self‐majority of cSpecific recoare:

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xample, a thded additionessfully handnt major stopleted 19,80municationsutilities’ OMSmation.

call transfer ing to reporsferred to thwered by tele

use of a thirdoved Toronthe initial highce storm.

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ify and trainourcer to serents.

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ld receive ac

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ives within Twebsite conta

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t resources win collaboratresources nend website cthe use of eiontainmentation, estima

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73

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nt web‐basece.

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ould also debility to repoets. This shothat allow c

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ommendatiouse the selfges for outagdro.com and

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on suggests f‐service outge status accd to any mob

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ng the websi

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le outage ap

report on thhe OMS. Eacn‐line interfon during anshould be gsuccessfully sa reference

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pplications to

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nd uniform os (e.g., IVR, w

improve ouany of the sald be applieons implem


orm and whe

ow many traprogram and

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o support hi

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ether or not

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74

keys enter

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h City of Toro

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city needed

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ng the automS on a near r

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ftware to su by some utstorms. Thispresentative s normally d

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cations staffexting duringcalling and tose selectedecution whe

luate option

onto Hydro outage‐relaoutage commg extended otage forms f. The evalua

ticipated call

to support


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ustomers of

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ormation to re in this repves the inforecommendatdevelop a me communic

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75

5.7.

A utila majordermainmust

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When

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lity’s ability tjor incident r to return thtain custom:

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e the first anarea of revie Ice Storm, s

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Was Torostakehold

ng an event, municating westoration. Tned to helping safety advtional “voicesaging. This cmust be add

oration.

n incidents o

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ntial impact 311 call cent

automate coe incidents.

munication

to effectivelis equally ashe communer and stake

rate that it k

sense of urg

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ustomers w

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cesses been ents and are

onto Hydro aders of the re

the utility swith the medThe content ing stakeholvisories, delies” during a mcan create codressed in a

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ommunicatio

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y communics important aity back to “eholder satis

knows the cu

gency about

nd accurate i

ith accurate

oints are addn the broadanswering th

put in placee these proce

able to maintestoration a

hould designdia and publof the messders undersivering progmajor restoronfusion am“clarificatio

ng utilities en

ffective acro

diences; and

pokesperson

FCS

evels to othend

on between

r Stakehold

cate to interas the efficie“normalcy” isfaction duri

ustomer is w

t restoring po

information

and reason

dressed in ther aspects ohe following

e to ensure “esses follow

tain a sense pproach and

nate a singlelic, leaving thsages delivertand the priress updateration effortmong customon” effort wh

nsure that m

ss all comm

d

ns and comp

Findings andCommunicaStakeholder

er City agen

Toronto Hyd

ders

nal and exteency of the pn the shorteing major po

without powe

ower;

on restorat

able estimat

e previous sof crisis commquestions:

“one voice” ced?

of control ‐d progress?

e individual whe rest of thred during thoritization as, and providt can lead tomers and othhich can draw

messages:

unications c

liment overa

d Recommentions – Others

cies and org

dro and the

ernal stakehophysical restest time possower outage

er;

ion progress

ted times of

section of thmunications

communicat

continually

who is respohe staff free he restoratioand restoratiding ETRs. In inconsistener stakeholdw resources

channels;

all communi

ndations er

ganizations

City during

olders durintoration. In sible, and es, a utility

s; and

f restoration

is report, s during the

tion during

apprising its

onsible for to focus on on should beion process,ntroducing t, disjointedders, which away from

ications

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s

e

d

76

Toronthe cof co

The r2013

5.7.1

Throudemostakeimpowereabilitmore

Toronmesscustoprovidoor

nto Hydro haommunicatimmunicatio

review of To Ice Storm re

Communi

Execution

ETR proce

Methods

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SynchronProvince;

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1. Commun

ughout the eonstrate theeholders withortant to reco somewhat y to report te details.

nto Hydro wsaging to theomers did node alternatihangers to r

ad the proceions strategyon.

ronto Hydroestoration a

ications stra

n of “one voi

ess;

and modes

t of internal

ization of mand

to vulnerab

nications –

event, Torone level of undh a clear undognize that tmuted by ththeir outage

worked closee public and ot have acceve sources oreach these

ess in place ty (evaluated

o’s communiddressed th

tegy and rol

ice” commu

of communi

l and externa

essaging and

ble populatio

Other Stak

nto Hydro wderstanding derstanding the strengthhe Companys and receiv

ly with City used social ss to radio, Tof informatiopopulations

FCS

to ensure thd daily) and p

ications to oe following:

les;

nication;

ication, inclu

al communic

d communic

ons.

keholders F

as able to mand control of the resto

hs in the com’s shortcomve updates o

and Provincmedia to disTV, and socion such as tos.


hat messagesperformed w

other stakeho

uding social

cations;

cations proc

indings

maintain unitover the inc

oration priormmunicationings in provion their statu

ial officials tstribute the al media, anown meeting


s were consiwell in severa

olders throu

media;

esses with t

ty of messagcident, and prities and pron process to iding customus. See Secti

to coordinatmessage. Sond the officiags, loudspea

ndations er

istent with al channels

ughout the

he City and

ge, provide ogress. It is stakeholdermers with theon 5.6 for

e the ome als did not akers, or

rs e

77

Comm

1. Ah

WhenincideExecuface oconsibetwpressstakespoketo lea

2. Pin

ToronchanThe Ccraftecommcomm

On thcommRepocommmessmess

All inwereused confeapprorespothrou

One aexpeccommreporinform

munications

As the face ois role well.

n used, the eent and crisiutive Officerof the Compistent in his ween, Decems release coneholders. Theesperson, giading practic

roactive mencluding coo

nto Hydro pnels, aligningCompany alsed by the memander. Tormunications

he whole, mmander and ort, a form ofmunications sages of the sages were u

ternal and e distributed them to craerences, inteoved messagonse. The spughout the e

area of criticctation that munication irts, and intemation. The

s – Other Sta

of the Compa

executive spis communicr (CEO) servepany, he wasexternal com

mber 19, 2013ntent, mainte frequency ven the infoce within the

edia campaigordination w

resented a cg with the “oso used a souedia and comonto Hydro’channels di

essages werwere part of an incidentmeeting thaday were crupdated thro

external comto the medi

aft messageserviews, e‐mges to ensurokesperson event.

cism was thathe restoratssued at thernal messag Grid Emerg

akeholders S

any and the

pokespersoncation. Durined as the pris present, onmmunication3, and Januaaining a senand quality

ormation avae industry.

gn and conswith the Syst

consistent mone voice” cund commummunicatio’s communicsseminated

re coordinatof the daily dt action planat occurred eated in preoughout the

mmunicationia. Once pres for differenmails to key sre the entirewas consist

at messagingtion would te time, includging and plangency Report

FCS

Strengths

executive s

is the most ng the 2013 mary spokesn‐message, en. Conductinary 2, 2014, se of consistof communailable about

sistent messtems Operat

message acroconcept, whinication mens lead and cation deparconsistent m

ed with anddiscussion in n (IAP). This wat 6 a.m. eveeparation forday.

stemmed frss releases wnt communicstakeholders Company wtent in conve

g on the firsttake 72 hourding the prens, has not rt noted the k


spokesperso

visible and Ice Storm, tsperson for empathetic, ng upwards ohis messagetency that wication provt restoration

aging (use otions Centre

oss all of its cich is considthodology, dapproved byrtment ensumessage con

ultimately athe SOC andwas accompery day. Durr the 7 a.m.

rom approvewere issued,cations chans) and emplowas in alignmeying the me

t day of restrs. An in‐depess conferenevealed the key message


on, the CEO p

important rohe Presidentthe Compantransparentof 25 intervies were alignwas receivedvided by the n status, was

of “one voicee, worked w

communicatered a leadidelivering my the incidenred that all ntent.

approved byd the Grid Emplished throuring this meenews cycle.

ed press rele, communicannels (e.g., poyees were sment with reessages of th

oration creapth analysis oce footage, source of the on the first

ndations er

performed

ole in t and Chief ny. As the t, and ews ned with well by the executive s comparabl

e”), well.

tion ng practice.

messages nt

y the incidenmergency ugh a eting, the The

eases that ations staff ress sent spect to its he day

ated an of all the the media his t day was

e

nt

78

that temerundethe e

3. Tco

ToronCompcommTorongoverPark aboucomp

Manyprovibecammemfor threpeacomm

4. Tm

Torongroupthe cmediToroncommnew fis a vindicamess

the restoratrgency levelsrstandable wearly stages o

oronto Hydrommunicati

nto Hydro copany spokesmunicate jointo Hydro tornments. Ththat the CEOt different aplementary.

y citizens turde them infme overwhe

mbers. They whe Councilloatedly notedmunication t

oronto Hydrmedia.

nto Hydro usps. These chorporate wea proved to nto Hydro’s ments while followers analuable metates the potsages posted

ion would tas used 72 howhy the Comof the respo

ro was viewions.

ontinuously sperson avaintly is a leado be seen as ere were at O attended waspects of th

rned to the Cormation thelmed with iwere prolificrs about thed that Toronto the public

ro used a va

sed various annels incluebsite, as webe the chanFacebook fathe Compan

nd 20,633 retric as it indictential numbd during this

ake “at leastours as the lompany wouldnse, before

wed as an eff

communicalable for Cityding practicean effectiveleast 15 prewith City leae emergenc

City Council rough its ownquiries, thec communicae restorationto Hydro wac throughout

ariety of met

communicatude broadcasell as phone nnel with thean page garnny’s Twitter tweets durincates the vaber of ultimastorm.

FCS

t 72 hours.” ower threshd consider mthe damage

fective partn

ted with they press confe for a utilitye partner witess conferenders. While cy, their mes

for answerswn Call Centey turned toators with thn. Throughouas a strong at the event.

thods to rea

tion channest media, prand email foe biggest gronered 3,000 account accng the 2013 lue of the mate views. Fig


Given that told for the lamessaging the assessment

ner in City a

e City of Toroerences. They during majth the City ances betweethe City andssages were

s when Torore. When tho one of a fewhe City Counut the intervand committ

ach the publ

ls to reach eint media, raor some stakowth and stanew fans ancumulated aIce Storm. T

message to thgure 18 show


he Toronto argest eventhe 72‐hour tit was compl

nd Provincia

onto and mae level of effor events annd Provincian City Hall ad Toronto Hyconsistent a

nto Hydro coe City Councw Toronto Hcil, answerinviews, particted partner i

lic, including

external stakadio, social mkeholder groakeholder ennd over 6,00pproximatelThe number he subscribews samples

ndations er

Hydro ts, it is imeframe ineted.

al

ade the fort to nd enabled al nd Queen’s ydro spoke and

ould not cillors Hydro staff ng questionsipants n

g social

keholder media, and oups. Social ngagement.0 unique ly 24,000 of retweets

er as well as of Twitter

s

s

79

Figure

Comm

1. Pre

Toronestimoutagfar thoutagoutsiutilitibeco

On DSysteestimleast’ETR wlevel pointbecauestimprovi

e 18: Sample Tw

munications

rocess for destoration) w

nto Hydro dmated times ge that occuhe most sougges. The prode of normaies, providinming an exp

ecember 22em Operatiomate was tra’ reference fwas not alignof damage ot on, Torontouse it did nomates at the ded any spe

witter Messag

s – Other Sta

eveloping awas not clea

id not have aof restoratiorred as a resght after pieocesses at Toal or blue‐skyg customerspectation du

2, 2013 (the fns Centre wnslated intofrom the 72‐ned with theor the efforto Hydro wiseot have a strotime of the ecific estimat

ges

akeholders O

nd issuing tarly defined

an effective on consistensult of the 2ece of informoronto Hydroy day outages with an accring major e

first day of rwas that the r a restoratio‐hour restore key messagt that would ely did not isong process event. As a rtes of their o

FCS

Opportuniti

imely and a.

process or tntly and auto013 Ice Stormation wheno do not cures. While thicurate and tevents.

restoration),restoration won time of 72ation message of the daybe requiredssue any othfor developresult of thisoutage dura


es for Impro

ccurate ETR

the technoloomatically form. Across thn a utility exprently suppois is not uncoimely restor

one of the would last at2 hours, esseage. It was soy and it did nd to restore ther projectioping and valids decision, ctions.


ovement

Rs (estimated

ogy in place or the magnihe industry, periences wiort the proviommon in mration estima

key messaget least 72 hoentially omitoon apparennot accuratethe damageons for restodating restoustomers we

ndations er

d times of

to provide itude of ETRs are by idespread ision of ETRsmany other ate is

es from the ours. This tting the ‘at‐nt that this ely reflect th. From that oration, ration ere not

s

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80

2. Li

OveraslightEmerguidemempubliand wpubliprefededic

Torontype wantCity Ocommthat lwas uthe nengag

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5.7.2

COS‐of sp

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all, Toronto t disconnectrgency Manaelines to addmbers. Torontc sector verywas responsc safety reqerential restocated contac

nto Hydro stof informatied from TorOffice of Emmunication alost primaryunable to prneed for an ege Toronto H

to shortcomnexpected nncillors and t

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ng an extendmation chanulation includalong with tmation on ociently for altings, neighb

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taffed liaisonion that stakronto Hydro ergency Maand solved e and back‐uovide its liaiexecutive preHydro execu

ings in Toroumbers of reheir staff in

ere not alwa radio, or so

ded power onnels, such ades a significhe inaccessioutage statusternative wabourhood up

nications –

a process to

hould updatmatic provisi

stakeholder

son presencectations betdditionally, tation and otd, however, sponded proffice of Emeionally, Toro Company aho were very

n positions akeholders newere not denagement eemerging resp generationson to the Oesence increutives to reso

nto Hydro’s equests fromapproximat

ays accessiblocial media)

utage, manyas radio, telecant portion bility of the s. During theays to commpdates, louds

Other Stak

communica

e its entire eon of estima

FCS

r groups wer

e was seen itween the Cohere were nther assistanmanage critmptly to burgency Manonto Hydro also providedy responsive

at the Office eeded and thefined in adveffectively mstoration prin. As the eveOEM with aceased. Becauolve issues.

call centre, m citizens. Tely 7,000 em

le to all stak.

y customersevision, and sof people wcall centre,e 2013 Ice Stmunicate witspeaker mes

keholders R

ate timely an

estimated timates to custo


re not clearl

in a favorablompany andno clearly dence needed btical restoratilding fires aagement’s cavoided ‘sped Council mee, according

of Emergenhe level of invance. The oaintained oporities incluent progresstionable, opuse of that, t

City of Torooronto Hydrmails and ov

keholders (e

lost access social mediawho are not tleft them wtorm, the Coth the customssaging or do

Recommend

nd accurate

me of restoromers. This


ly defined.

le light, but td the City Offefined expecby the City Ction requestat Toronto Ficritical infrasecial’ requesembers withto the interv

ncy Managemnteraction thoperational lperational ding City critsed and Toroperational inthe City OEM

onto Councillro corresponer 100 direc

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to habituallya. In additiontechnology sith little or nompany did mers, such aoor hangers

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ration (ETR) process will

ndations er

there was a fice of tations and Council s from the ire’s requeststructure ants for three views.

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tical facilitieonto Hydro formation, M had to

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81

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nto Hydro tocidents to seunavoidable te communic

Company shous stakeholdaccurate acrmunicating to not have ac

2 In collaboove stakehoaredness.

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nto Hydro, innizations, sheholder grouo companiesrgency manahe following:

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o provide a ret expectatiolimitations ication strate

ould identifyders and devoss all venueto address thccess to trad

ration with older literacy

hould work wmpaign abouopulation on ergency manration is the ncy Managecomplement

n partnershiould develoups. The Cans across Canagement org:

g electricity nderstandin

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nding prioritHydro respo

stakeholderservice from

realistic timeons with its sn ETR deliveegies around

y all potentiavelop a proces. These chhe needs of tditional med

the City of Ty of: restora

with the Cityut the powerpersonal prnagers. Provresponsibilitement and Ttary persona

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from the pong of how th

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FCS

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City and Provducation proric Associatiote an educatThe annual

ower plant toe system wo

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w they play aents; and

of what theydro.


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ucation progr responsibil

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manner in w

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and execute of Toronto.sponsibility ectric (and Toronto’s w best to

agement omer and g together th national e customers

provide a

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82

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critical resph public andblic safety pred its capabikedly improvmprove its ca

nal informatation);

e to review

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ly requested

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o address edolders (e.g.,

onsibilities od private secrofessionals lities in the lved during aapability to p

tion to City o

restoration

ace in the m

and coordinaets, and vice

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lders with ininformed de

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of Toronto (O

priorities in

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ate Toronto e versa, durin

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akeholder to

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nformation tecisions to p

mmunicatioders, public

emergency ncy partnersnto governmThis effort se July 2013 ffollowing:

OEM, police

real time;

ding respons

Hydro assetng a respons

ation and lev

al requests;

ors to arm ttion and out

, and dissem

ate in ensurimation usedhe processesoronto Hydry enhance ite a part of thprocess shou

ouch points;

te informati

ouch point;


that will helpprotect their

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manager is s prior to an ment, Torontstarted at thfloods. Toron

and fire,

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press all other pport the ocument the sed on any cy the

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83

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Process mprocess; a

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menting thesaging duringaration for a

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operational ar events are

Outage m

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Automate

Radio com

ntegration oage outages.) or the IVR tesents that inthe IVR or ol call, OMS wser, or break

oles for the developmen

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ted messageArea.

ese processeg major evenan event.

ation Syste

nformation aident managon informatioocation of crd intelligenceintegration ability to maerational, an

and informae:

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ed metering

mmunication

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message devnt and appro

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ems and Te

and operatiogers with theon (e.g., cusrews) in ordee to inform rof these sysake timely and tactical le

ation techno

t system (OM

ion System (

n System (C

and Data Acq

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(MDS);

infrastructu

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ent systems le, when a cpower outagstomer’s oundicating morithms to deed to interru

FIT

velopment toval;

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languages u

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echnologie

onal technoloe ability to idtomers out,er to establirestoration dstems and toand informedevel.

logy system

MS);

(GIS);

IS);

quisition sys

m (IVR);

ure (AMI, sm

s and web‐e

provides theustomer calge, a troubleutage. As addore customeetermine whpt service to

Findings andInformation Technologie

team, includ

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used by the r

nsure the cohe training o

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tem (SCADA

mart meters)

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d RecommenSystems an

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residents of

onsistent useof new team

or events is cess, and comoutages, denal awareneking. The levctly affect thand control

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h an end‐to‐eer service reoduced in OMfications aren the same am device (e.ggroup of cus

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ibilities for

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lities during

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84

OMS dispawithocrew clear

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e the early 21ering infrastries with the to “ping” a

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critical role of outages aate outage rnerates outaut electric diages across

ents, there isthe OMS andoften createsactions appr

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1st century, uructure (AMability to cameter (i.e., shis is a functalling AMI wa

age ticket foe tickets to trwill typically rer ticket proc

in the end‐tacross the serecords for inge tickets foistribution sythe system f

s an exponend the numbes the risk of aroach or exce

ty’s ability ty in relation

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FIT

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se in the numctions that Oow‐down or acity of the s

ts, develop cem’s equipm

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ope of the ou field. This iment responset been affectf some custong the syste

pting and immeters. Theunication witmine whethemeters provficiency initia


es

n companies DS terminal. tion to the cuired inform

res, evaluaterates with thcks group caGIS system p generates r

mber of peopOMS has to hshut‐down wsystem.

circuit mapsment and ass

ional decisiopot informaement systes. MDS can bcommunicatan entire veoronto Hydrohnicians and

utages and amproves rele to re‐energted by the oomers. SCADem operators

plementing se systems pth meters, ar there is povide, the primatives and e

ndations d

with MDS, In utilities crew and theation to

es, and he IVR systemalls related toprovides reports on

ple handle. This when the

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on making. tion and ms, OMS, be used to te ETRs fromehicle fleet. o have d inspectors

allow iability on a gize those utage. This DA also s to remotel

advanced provide and can be ower at the mary nable

e

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5.8.1

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mation Syst

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scalability;

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arly adopter

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energy usagesurveys (“pin

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technologie

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onto Hydro hsupport daysmaller outaransactions asystem, push

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FIT

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has implemey‐to‐day opeage events (and interfaching some p

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nd Data Acq4,000 devic

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situational a

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nology.

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uisition (SCAes.

extensive SCcuit breakers


es

he AMI systers to provide

Customer Co

technologiewing:

awareness, E

ntegrated eanerally, theyor 2) with grd by the 201he technolog

merica to depMI). As a pancy, regulatoy, there are on Toronto

Hydro with thctive for AMhe current sdetermine t

ADA) system

CADA systems. Approxim

ndations d

ms are not e immediate

ontact.

s used to

ETRs);

ach of the y support reat 13 Ice Stormgy

ploy smart rt of an ors provided 648,000 Hydro’s he ability to I, the systemsystem uses the status of

m with

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Mobile Data

oximately 20were equippe mobile unimatic vehiclenology, allowtruck and p, GPS locatioat they can a

mation Syst

OMS hardwaoncurrent u

nto Hydro’s gh bandwidge events. Po decentraliently managsactions exce

dition, the vinterface fouper users” work. In addge tickets, asrts, this “supectivity modpurge incorristicated interience to ma

on the 4kV syystem provid

m of its size a

nto Hydro toution system to initially d out of powee resulted inhen the eveagement Syseated imme

Terminals a

0% of Toronped with full its, typically e locating tew the crews rovide a moon provides tassign work

tems and Te

are and intersers during

OMS licenseth to operater the Emerzed the dispge the restoreeded the ca

version of thr managing – staff who dition to enassigning ETRper‐user” intdel, ‘un‐nestectly createderface that taster. A mor

ystem do nodes relativelnd construc

o perform rem. During an determine ther) and perfon some portint started. Sstem (OMS),diately for f

available in a

to Hydro truMDS terminlaptops loca

echnology (Ato receive, are timely stathe dispatchto the crew

echnology O

rfaces werethe 2013 Ice

e can accomte the systemgency Respopatch functioration work.apacity of th

e OMS systebasic transaneed broadabling basic Rs for individterface prov’ outages thd outage tictypically reqre basic inter

FIT

ot have SCADly strong penction.

emote sensinevent like thhe number oorm remoteion of customSince the SCA, the outageield review a

a portion of

ucks used dunals and anoated in eachAVL) or Globaaccept, updaatus of eachhers with reaws that are cl

pportunities

not scalablee Storm.

modate 33 cm on a blue onse Plan, duon to local in As a result,he system an

em that was ctions. The cer access toOMS transadual customeides the abilat the OMS kets. Super uires traininrface for ma


DA controls. netration of

ng and contrhe 2013 Ice Sof feeder loce switching amers being rADA system tickets assoand restorat

Toronto Hy

uring the 201other 30% ha vehicle withal Positioninate, and clos outage in thal‐time visibiosest to the

s for Improv

e to handle

concurrent usky day and uring the 20ncident comm the volumend caused a b

implementecurrent OMS system funcctions, suchers, and runnlity to make has logicallyusers accessng and signifnaging the o


es

As a result, the devices

rol of deviceStorm, the Sck outs (i.e., and restoratirestored witfeeds inform

ociated with tion.

ydro vehicles

13 Ice Stormad mobile coh cellular tecng Satellite (Gse outage tiche OMS. At tlity into crewe outage.

vement

the number

users, whichduring Leve

013 Ice Stormmand centree of concurrebrief outage

ed does not S was designctions to con as opening ning basic ouchanges to y tied to a sins OMS throuficant on‐theoutage ticke

ndations d

Toronto for an

s on the SCADA circuits thation thin the firstmation into the circuit

s.

m restorationonnectivity. chnology anGPS) ckets from the same w locations

r of

h provides el 1 and 2 m, Toronto es to more ent e.

include the ned for use nduct their and closing utage statusthe ngle device, ugh a more e‐job ts and

t

n

d

s

87

runni“supe

2. Gst

As mcomptime efficireadican bcommproceassist

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3. T

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4. Lain

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ing basic reper user” vers

Groups of smtatus and a

entioned eaprising the smthe AMI sysency initiativngs, so that be used to idmunication (ess. This prot in identifyi

dition to thioximately twnology.” Thisutage occurs

he GIS syste

ar to leadingdes connectustomer mesformer is aptory) and 95%er connectiviguration, thy to ensure cially during

ack of connenaccuracy of

ing utilities houtage informugh a varietynto Hydro syay operationired to proceding timely

ports would sion.

mart meters portion of t

rlier, Torontmart meter tem was insves through customers c

dentify or ve(one meter aocess does nong “nested”

s limited capwo‐thirds of s technologys on the met

em does not

g electric utitivity of its eeter. Currentpproximately% across theity may not be current levaccurate pre major even

ectivity amof outage sta

have integramation, analy of channelsystems are ins. In a large‐ess informatand accurat

require muc

could not behem do not

to Hydro wahardware, sstalled, the pthe provisiocan better mrify outagesat a time) onot support e outages.

pability to prToronto Hydy sends an ater and enab

t have fully a

lities, Toronelectric netwtly, the accuy 85% in thee rest of the be achievabvel of accuraediction of tts.

ong differentus informa

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FIT

ch less traini

e pinged quhave “last g

s one of theoftware, andprimary purpon of highly manage their, the existingnly, which is effective (ne

rovide outagdro’s smart utomatic nobles the OMS

accurate con

to Hydro hawork from thracy of mete core of the system. Whle, because acy does nothe outage le

t informatiotion availab

ain IT and OTa, and provid‐site, text, mo a level that, however, tnsactions preon to custom


ing and use

ickly to detegasp” techn

e early adoptd communicpose was to reliable consr energy usag system allodone througar real‐time

ge status on meters do notification toS to match p

nnectivity at

s an integrae substationer connectivCity (legacy

hile maintainof the frequt provide theevels and cu

on technologble to custom

T systems tode status up

mobile app, ot provides suthe level of mevents Toromers regardi


es

less bandwid

ermine the oology.

ters of AMI tcation netwosupport enesumption usge. While smows for seriagh a highly m) “pinging” o

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t the meter

ted GIS systn breaker levvity to the coy Toronto Hyning 100% acent changese Company wstomer coun

gy systems cmers.

o automaticapdates to cusoutage map, ufficient supmanual internto Hydro frng their out

ndations d

dth than the

outage

technology ork. At the ergy sage mart metersal manual of meters to

e, st gasp he moment th outages.

level.

em that vel through orrect ydro service ccuracy of s in system with the nts,

caused

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pport for dayrvention rom age status.

e

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88

5.8.2

IT‐1 Itechn

As Totechn

Toronroad syste

ToronautomProviintegreceivtimel

With Toronexpedcosts

The Oinfras“readinclud

2. Informat

nclude IT/Onology strat

oronto Hydronologies cou

Identify wcustomerManagemduring an

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Identify awhen syst

nto Hydro shmapping prms.

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Evaluaaware

the advancento Hydro shdite the abil of upgradin

Upgra(thin ccontro

OMS at Torostructure, shd only” needde:

tion System

OT technologegic roadma

o updates itsuld support la

what informars, and key stment, first re large scale,

nd automateformation to

lternatives ttems are do

hould develoojects. Ther

nd mobile plnals, mobile

hould expanchange of insmart deviceOMS and GISers remotelywith minima

ate enhanceeness during

ement of smhould continity to “ping”ng the meter

ade the outaclient or weol.

onto Hydro, ihould accomds) and a larg

ms and Tech

gies that proap.

s strategic roarger‐scale r

ation is needtakeholders esponders, p complex re

e, where indo those grou

to support cwn or unava

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latforms fore platforms f

d the use ofnformation bes supportedS would allowy, estimate l human inte

ements to smg large‐scale

mart meterinnue with its p” groups of mrs that curre

age manageb‐based) ve

including hammodate diffger number

FIT

hnology Re

ovide real or

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ded by Toronlike the Cityublic safety storation;

dicated, the ps; and

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mates for thenew systems

r operationafor damage

f mobile techbetween thed by a back‐ew field persorestoration tervention in

mart meter e outage.

ng technologplan to replameters. Alsoently don’t h

ment systemersion to sup

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commenda

r near real‐t

IT/OT system, it should:

nto Hydro dey of Toronto agencies, an

processes th

ion and infor

e priorities cs or enhance

al communicassessment

hnology to ae field and coend softwareonnel to enttimes, and cthe comma

technologie

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ations

ime intellige

ms and inve

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hat support t

rmation man

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all crews to fommand cene system thater damage iclose work ond and cont

es to improv

ommunicatio collectors, wny should int gasp” tech

d create an tralized com

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ndations d

ence in the

sts in new

ers, mergency blic officials

the delivery

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mobile data

further ntres. at is information,rders in a trol centres.

ve situationa

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hnology.

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y

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89

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5.9.

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Edison Electricr they enable faal operations,”

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c Institute alsoacilities to con Before and Af

e current verprovisional lic

own version

uld be throu

ary data syside key data

s the currentonal systemsshould addrslow, whereem or outagl gaps are knnts on the te

gement an

severity of wrance for lonmprove stormurability12 reut damage af existing eqct the systeme despite daation of systthe system te to customend resilience

th of poles a

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nd System

weather evenng duration om performaefers to the aand includes uipment to rm from dammage to somtem compono maintain sers while thee enhanceme

and structure

g as those acticts of severe w

ence as those “ng despite damMarch 2013.

Findings andVegetation MSystem Hard

OMS softwaupport a sho

non‐super u

nal or it can b

GIS, OMS, CImers and dec

hitecture, pa GIS) and infrface point bormation isnwhere criticnto Hydro shoadmap.

Hardening

nts, along wioutages by cnce of their ability of thematerials oresist or avo

mage. Resilienme parts of tnents to reduservice, and e electric sysent techniqu

es;

vities that: “imweather events

“measures (thamage and/or pr

d RecommenManagemendening/Resil

are; ort‐term upt

sers.

be web‐base

S, outage mcision maker

articularly information sybetween man’t available cal informatihould identif

g/Resilien

ith changingcustomers, hdistributione system to wr equipmentoid damage, nce13 is definthe distributuce the numapplication stem is restoues include:

mprove the durwith minimal

at) do not prevomote a rapid

ndations nt and ience

tick of users;

ed.

map) rs

ntegration ystems (e.g.,ain systems to provide ion isn’t fy and

nce

g have spurred systems withstand t that resist and ned as the tion system. mbers of of system ored. Some

rability and damage,”

vent damage; return to

;

,

d

90

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Mostinvesstakeand bdurabthis wand bmeth

Each by histo fulthe imresou

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em Hardenin

t system harstment to yieeholders (in pbenefits for ebility and reswork. There benefits assohodologies a

of these mestorical datally assess thempact of eacurces on rest

erting Overh

the past deges, customeess interest itruction. Unwind, fallingsed than oveed to heat a

dition to thehave been chave deememinary estimroximately 5billion dollarnveniences pway removasformers pla

n alternativeted overheaal infrastrucres, etc. Usu

g flexibility oon; and

g vegetation

ng/Resilience

dening initiaeld improvemparticular, reeach option,silience of this no standaociated withre: probabil

ethods requia if it is availae benefits ofch event cantoration acti

head Lines to

cade and imers, regulatoin the convederground fg trees, and ierhead linesnd flooding

e potentiallyommissioned widespreamates for con58% of circuis. Another cproperty owal and replacced on custo

to implemead circuits orcture facilitieally sections

of the electr

n clearances

e

atives span mment. Leadinegulators) to, determine heir distributard approach hardening oity based; re

ires the use able. It’s a chf each harden vary substaivities, rathe

o Undergrou

mmediately aors, legislatoersion of ovefacilities reduice accumulas to other haoften requir

y higher costed by differead “undergronverting thet lines) at Toconcern is thners and crecement, damomers’ prop

enting large r sections of es. These incs that are tar

FVS

ic system th

around pow

multiple yeang utilities ho identify ththe optimaltion systemsh within the options, butelative comp

of a set of ahallenge forening optionantially, and er than data

und

after a majorors, and otheerhead distriuce, if not eation. On thazards such ares more tim

t of undergront regulatorounding” to e remaining ooronto Hydrohat the actuaeates aesthemage to treeerty.

conversionscircuits to im

clude hospitargeted for co


rough circui

wer lines.

rs, involvinghave workede best optiol portfolio ofs, and ultimautility indus the three mparison; and

ssumptions r utilities to hn. There are utilities havgathering.

r event that er external stbution facililiminate, thee other handas heat and fme and highe

ound restorars and state be cost prooverhead info to undergral conversionetic issues – y root system

, some utilitmprove the als, water filonversion to


it ties and sy

g sequential d with their kons, evaluatef projects to ately securestry to evalumost commorecent even

that can be have enoughnot many mve tended to

causes extetakeholdersties to undee risk of failud, they are mflooding. Daer cost to res

ations, all oflegislators ahibitive. Somfrastructureround rangen process yard excavatms, and padm

ties have conreliability oftration plano undergrou


ystem

cycles of key e the costs enhance th funding for ate the costonly‐used nt baseline.

supported h actual dataajor events,o focus

nsive power tend to erground ure due to more amage store.

f the studies cross the me of the e from $11‐

tion, mount

nverted f service to ts, 911 call nd are

e

s

a

r

91

locatprone

Vege

Vegeand lincludvegetoutagway (

SomeclearaROWto exto norespooutso

Also, utilitistandnegatmainsomemay trees

Pole

In adpole to‐15methare stcond

Utilityguideutilition hi

14 A sepremi

ed in heavilye to flooding

tation Mana

tation is typimbs tend toding poles, ctation arounges in major(ROW).

e utilities havance specific

W. Aggressiveecute since ote that mosonsibility of aourced to co

VM programies serve urbdard definestively affect taining vegee neighbourhprescribe ths, and somet

Maintenanc

dition to invinspection a5 years and ihods for assetratified by pition?) and r

y hardeningelines, too. Fies adhere tostoric weath

ervice drop is ases. It is the po

y‐treed areag.

agement

pically the sino fall into discreating intend lines, typir events tend

ve expandedcations, reme VM programthey requiret of the utilia property oontractors w

ms often muban areas wi proper prunthe health oetation arouhoods, have e amount oftimes even a

ce

vesting in vegand replacemnclude a comessing the inpriority (i.e.,replaced wit

programs uFor example,o electric safher patterns

an overhead eleoint where elec

s, in back‐lo

ngle largest cstribution linerruptions tocally using ad to fall in fro

d their vegetmove overhams can redue access andties do not towner. Mostho specialize

ust comply with denser trning techniqof the tree. Wnd distributispecific reqf clearance aaccess to tre

getation mament programbination otegrity of wo, When do ththin a pre‐de

usually must , in order to fety codes w by geograp

ectrical line ructric utilities p

FVS

ots with diffic

culprit of ounes and takeo customer sa pre‐definedom outside

tation manangs, and takuce damage d approvals btrim around t of the utilite in maintain

with externalree canopy. Tques to ensuWorkers muion lines. In uirements taround a linees that are o

anagement, mms. The inspf visual, souood poles. They need to efined target

comply withensure the

which establihic area. The

nning from a urovide power t


cult access,

utages duringe down wire service. Mosd cycle. Treethe typical c

agement proke out hazardduring majoby property service dropty vegetationning line cle

l regulationsThe arboricure that any ust follow theaddition, mao protect the, how to reon private pr

most utilitiepection cyclending, grounThe poles whbe replacedt period.

h externally‐safety of eleish guidelineey are expre

utility pole to ato their custom


and areas th

g major evenand equipmst utilities clees and limbsclearances o

ograms to incd trees fromor events, buowners. It isps.14 This is un managemearance for u

s, particularlulture industpruning doeese standardany municipheir tree canomove dying roperty.

es conduct pees typically rnd line, and hich do not pd based on th

‐imposed poectric utility es for pole loessed in term

a customer's bumers.


hat are not

nts. Trees ment, ear that cause r rights‐of‐

crease m outside theut are difficus important usually the ent work is utilities.

y when try pruning es not ds when palities, and opy. These or deceased

eriodic woodrange from 8boring pass the testheir

olicies and constructionoading basedms of the

uilding or othe

e lt

d

d 8‐

t

n, d

r

92

minimUtilitstandinsta

The rresilie

5.9.1

The dcausethe ewoodbrokereplaCompdurinof thePole

ThroupowerenegbasedpractToron

15 Can

ANSI A

City By

mum wind sies are expedards and strllation.

review of Toence progra

Program s

Conformapractices;

Adherenc

Resiliency

1. Vegetati

damage thated by tree limentire storm,d poles on iten during thcement propany’s woodng this storme Company’sInspection p

ughout the Cer lines usinggotiated its vd cycle for mtice. The curnto Line Clea

adian Standard

Flashover dA300 – Standar

RecommenIndustry As

y‐Laws – City o15 cm (0.5 f30 cm (1 ft.90 cm (3 ft.

peeds and icected to folloructures, inc

ronto Hydroms addresse

scope and m

ance to indu;

ce to local by

y‐building ap

on Manage

t Toronto Hymbs falling o, the Compas distributioe ice storm gram in placd pole plant m and may has asset manaprogram (PW

Company’s hg different mvegetation mmaintaining crent VM proarance Guid

d Association (distance for ACrd Practices foded standard sociation (TCIAof Toronto Foreft.) clearance f) clearance fro) clearance fro

ce loading thow these guicluding wood

o’s vegetatioed the follow

management

stry standar

y‐laws; and

pproaches an

ement and

ydro experieon distributiony had to ren system. Gand the welce, it can be did not contave actually agement effWPI) on a 10‐

history, Toromethods andmanagemenclearances aogram followelines15.

(CSA) C22.3 No System Condur Tree Care Opby the InternaA) estry Cycle Prufrom house serom secondary com primary con

FVS

hat the strucidelines to ed poles, mee

on managemwing:

t;

rds and perfo

nd methods

System Ha

nced duringon lines andeplace only 1iven the smal‐defined woconcluded ttribute to thprevented afort, Toronto‐year cycle.

onto Hydro hd programs. t contract ancross its sysws the CSA a

o. 1‐10 uctors to treesperations tional Society

uning Guidelinervice conductors nductors


ctures are exnsure that tet loading st

ment and syst

ormance as

.

ardening/Re

g the 2013 Ic breaking th17 out of appall fraction oood pole insthat the stree number ofa larger amoo Hydro cond

has maintainIn 2008, Tornd establishtem, which nd ANSI stan

of Arboricultur

es


xpected to wheir construtandards at t

tem harden

compared t

esilience Fi

ce Storm washe conductorproximately of poles thatpection andngth and intf outages exount of damaducts a Plan

ned clearancronto Hydro ed a three‐yis an industrndards as we

re (ISA) and th


withstand. uction the time of

ing and

o leading

ndings

s mostly rs. During 101,000 t were tegrity of thexperienced age. As a parned Wood

ces around it

year, circuit‐ry leading ell as City of

e Tree Care

e

rt

ts

f

93

In 20optioeffortfibergthe pdeveportio

Vege

1. Ta

In 20approlines confiwherstill mstand

2. Vp

The dnumbelectthreeclearafive yconsi

3. Overe

As mcontrcontrin‐hoa cert

16 Inclu17 Fibe

08, Toronto ons. As a resuts including,glass brackepast 30 yearslopments. Ton of the co

etation Mana

oronto Hydrnd adheres

08 the Compoach. The apby geographguration. Thre it will provmaintained idards. Simila

Vegetation mractices (i.e

duration of tber of factorric system coe and seven ances on a tyears, depenidered a lead

Over the pastegetation meducing the

entioned earactors that ractor for allouse that foctified arbori

udes installing erglass bracket

Hydro condult of that st, but not limts for pole lis, Toronto Hhis has beenost.

agement an

ro has beento accepted

pany re‐negpproach usehic areas (i.ehe circuit‐basvide the besn adherencear to most ut

management., three‐yea

the vegetatiors, such as tronfigurationyears on thethree‐year avnding on theding industry

t six years, Tmanagementcost of the

rlier, most uspecialize in preventive cuses on cusst in‐house.

a tensioned wts are not subje

ducted a studtudy, the Coited to betteine equipmeydro has been a standard

nd System Ha

following ad industry an

otiated its Vd until then e., sections osed approact reliability ie with the actilities, the C

t preventiver cycle).

on trim cycleree species, n. The cycle fe distributionverage cycleir reliability y practice.

Toronto Hydt program (eprogram.

utility vegetan electric linetrimming. Ittomer reque

wire on poles, dect to as much

FVS

dy to explormpany begaer pole guyinent support.1

en installing industry pra

ardening/Re

a circuit‐basend City of To

VM programwas grid baof the City) irch focuses thmprovemenccepted induCompany doe

e maintenan

e for an eleclocal by‐lawfor line clearn system. Toe, meaning tperformanc

dro has maine.g., clearan

ation manage clearance. t has retaineests and cor

designed to ad decay as the w


e different san to implemng,16 stronge17 It is imporg undergrounactice, with

esilience Str

ed trimmingoronto prun

and implemsed, focusedrrespective ohe yearly VMnt while ensuustry and Cites not trim a

nce program

ctric distributws, customer rances typicoronto Hydrohat circuits ace. This VM p

ntained a coces, miles co

gement workToronto Hyded one vegetrective main

d stability to a wood brackets


system hardement severaler insulatorsrtant to notend systems idevelopers

rengths

g program siing standard

mented a circd on clearingof the electrM spending ouring that thty of Torontoaround servi

m is in line w

tion utility dpriorities, aally ranges bo maintains are pruned epreventive c

onsistent scoompleted) w

k is conductedro uses an tation manantenance wo

free‐standing s.


ening hardening s, and e that over n all new bearing a

ince 2008 ds.

cuit‐based g distributionric system on circuits he system is o pruning ice drops.

ith industry

depends on and the between its circuit every two toycle is often

ope of the while

ed by outsidoutside gement crework. There is

structure.

n

a

o n

e

w

94

When2008overawith reducday r

Figurthe pFrequtreesand it12‐mincludfluctuindicaslightcontr

Figure

4. T

For myear

n Toronto H, it requesteall cost of thindustry andced the costeliability.

e 19 depictsperiod 2003 tuency Index s. SAIFI is a stt represents

month periodde outages ruations in peate that the tly improvedract in 2008.

e 19: Toronto H

oronto Hydr

more than 15cycle. The w

ydro transited bids from e program wd City of Tors of the ove

s Toronto Hythrough 201(SAIFI) and ttandard indus the numbed. The calcularelated to anerformance fvegetation‐d for Toronto.

Hydro Vegetat

ro’s wood p

5 years, Torowork is perfo

ioned from toutside conwhile continuonto standarall program

ydro’s vegeta13. The red lthe blue lineustry metricr of interrupations do nonnual weathfrom year‐to‐related reliao Hydro sinc

tion‐Related O

pole program

onto Hydro hrmed by con

FVS

the area‐basntractors. Thuing to mainards) on a thm while prov

ation‐relatedine represene shows the used to evaptions that aot include maher patterns o‐year. Despability perforce the implem

Outages and SA

m is in line w

has been conntractors spe


sed to circuihe Company ntain the samree‐year aveiding the sam

d reliability onts the Systetotal numbealuate the rean average cajor outage and smallerpite these flurmance has mentation o

AIFI (2003‐2013

with industry

nducting a Pecializing in


t‐based appwas able to me clearanceerage cycle. me (or bette

on a blue skem Average er of outageeliability perfustomer woevent days, events, whiuctuations, sremained coof the change

3)

y leading pra

PWPI prograthis field. Th


proach in reduce the es (in line This strateger) day‐to‐

y day over Interruptions caused by formance ould have in but they doich cause thestatistics onstant or es to the

actice.

m on a 10‐he program

y

n

a o e

95

includstandCompaddreindus

VegeImpro

1. Cp

With the Cbetwwidesclearato prowind,

2. Cin

Toronand sworkto resCity dresoucrew

18 The signs oused thammpoles. integr

The seon anyFor thThe retechnomeasuconsuleaves

des a two‐stdard remediapany has estessed. The cstry leading

etation Manaovement

ity of Toronreventing o

the recent iCity of Toronween tree canspread, prolance aroundotect the lin, heavy snow

oordinationncident and

nto Hydro crstreet‐side tr differ), Comstore powerdid not haveurces and exs to Toronto

first step alwaof decay, feathto strike the pomer blow help dFor poles less ity of the pole

econd step is ay other poles te bore test, a 1esultant shavinology to the bouring instrumemption can bes only a very sm

tep assessmeation alternatablished timycle and scopractices.

agement an

nto line clearutages durin

increase in fto line clearnopy objectionged powed primary linnes during mw, or wind.

n of clearing day‐to‐day.

rews focus oree maintenmpany and Cr to City reside a standard xpected worko Hydro, or a

ays is a visual ahering, throughole from the grdetermine if ththan 20 years (barring obser

bore test or ahat are suspec13mm diametengs are examinore test is a resnt is used to de analyzed to idmall hole in the

ent (visual aatives for womeframes wiope of the Co

nd System Ha

rance by‐lawng major inc

requency ofrance guideliives and theer outages. Tnes and 1’ armajor weathe

efforts with.

on power linance. While

City forestry dents. Durinprocess to cking hours ea consistent

and sounding ah‐checks, mechround level up here are internold, a visual arved defects).

resistograph tcted to have aner bit is used toed for signs of sistograph testrill into the podentify internae pole that doe

FVS

nd soundingood poles ththin which tompany’s PW

ardening/Re

ws are defincidents.

f major weatines may no need for larThe current round seconer incidents,

h City vegeta

e clearance e the scope acrews often ng the 2013 Icommunicateach day, a papproach fo

assessment of thanical damageto eight feet aal cavities causnd sounding in

test. This is pern internal defeo bore into thedecay and thet, in which a 2mle. The resultal cavities. Thees not require p


g assessmenhat do not pathe rejected WPI program

esilience Op

ed for blue s

ther events at provide forger clearanclearance gudary wires. Twhether the

ation manag

only, and Ciand primary work togethIce Storm, Toe the availabprocedure toor requesting

the pole. The pe, insect infestabove; the sounsed by decay. Tnspection is ad

rformed on poct, even if theye pole on a 45‐en the hole is pmm diameter dant graph showadvantage of tplugging.


nt and a boreass the inspepoles have

m are in line

pportunities

sky reliabilit

across Northr an adequaces to reducuidelines proThese are noey are relate

gement crew

ty crews focobjectives oher during moronto Hydrbility of City o transfer cog and assign

pole is inspectetation, etc. A hnd characteristThis is done onequate to conf

oles older than y are less than ‐degree angle, plugged. An altdrill bit connecwing drill positithe resistograp


e test)18 withection. The to be with

for

ty, not for

h America, te balance ce the risk ofovide for a 3ot sufficient ed to ice,

ws during an

cus on parks of their dailymajor eventsro and the forestry ntrol of the ing crews.

ed for externalammer is also tics of the n all wood firm the

20 years, and 20 years old. at ground leveternate cted to a ion and powerph test is that i

h

f 3’

n

y s

el.

r t

96

5.9.2

VMSHmajocircufacilit

Toronenhashoubest cThe Cand caroun

Initia

Theseenhahurricplant

VMSHrelate

The corderworkgroup

2. VegetatiRecomm

H‐1 Evaluateor weather eits where it ties.

nto Hydro shncing the dild quantify tcombinationCompany wicost‐effectivnd power lin

tives that th

Increase rmanagem

Install bre

Increase s

Replace s

Improve c

Convert o

Upgrade o

Convert o

Convert e

Develop m

e measures,nce the reliacane) to critts, and 911 c

H‐2 Gain suped funding.

costs associar to impleme with the Onps to gain ag

on Managemendations

e all viable oevents, incluwill enhanc

hould condustribution sythe value ann of projectsll need to woe options renes.

he Company

right‐of‐wayment);

eakaway disc

structure loa

mall conduc

circuit sectio

overhead ba

overhead st

overhead lat

entire overhe

micro‐grids.

including thability of sertical infrastrucall centres.

pport from k

ated with iment the imprntario Electrgreement on

ement and

options to imding converce the reliab

uct an in‐depystem resilied costs assos to improveork with theelated to incr

should cons

y width or re

connects on

ading to with

ctors;

onalization t

ck‐lot to und

ructures/cir

eral (tap) lin

ead circuits

he conversiorvices duringucture and f

key stakeho

proving distrovements idicity Board, n the level of

FVS

System Ha

mprove distrting lines toility of servi

pth study to ence during mociated with system perfe City of Tororeasing vege

sider include

moval of “o

the pole sid

hstand high

o provide m

derground, o

cuits to heav

nes to under

to undergro

on of overheg major weatfacilities such

olders on the

tribution sysdentified in tthe City of Tf resilience d


ardening/Re

ribution syso undergrouices to critic

identify andmajor weatheach alternaformance duonto to idenetation mana

e, but are no

verhang” (ag

de of the ser

wind and ice

more flexibilit

or move to t

vy loading st

rground;

ound; and

ad lines to uther events h as hospita

e level of res

tem resilienthe study, TToronto, anddesired – an


esilience

tem resilienund for sectioal infrastruc

d evaluate opher events. Tative and ideuring these itify mutuallyagement cle

ot limited to:

ggressive ve

rvice lines;

e;

ty;

the front lot

tandard;

underground(e.g., ice, wils, water filt

silience requ

ce are signiforonto Hydrd other staked the amoun


nce during ons of cture and

ptions for The study entify the incidents. y acceptableearances

:

egetation

(street side

d, can nd, ration

uired and

ficant. In ro should eholder nt of

e

);

97

invesresiliecost r

5.10

Over reveabeneIndeprecomcould

19 See

stment requiency and therecovery me

0. Toron

the course oaled various fit from a clopendent Revmmendationd improve em

Personal groups ofpower ouand houseclothing aup supplyup genera

Commun(e.g., restmessagestelevision

Support fresidents economicthe home

Shelters/alternativ

Planning critical facthrougho

Explanatipremise –homeownfix equipmarrange fo

Appendix D fo

ired. Once the costs assocechanism.

nto Hydro‐

of the assessaspects of eoser collaboview Panel rens for areas wmergency pr

preparednef citizens to butage. This coehold suppliand blanketsy of medicatator.

ication wheoration prios) when chann, cell phone

for vulnerabwho have lically disadvaeless, those w

warming ceve housing, a

and commucilities to re‐ut the resto

on of custom– clearer defner/dweller,ment on his/or repairs ea

or a summary o

here is a shaciated to ach

‐City Coord

sment, stakeemergency moration betwequested Dawhere joint reparedness

ess – advancbe able to mould includeies; alternats to withstanion and othe

n technologorities and stnnels power, radio).

ble populatiomited abilityantaged, the with serious

entres – locaa place to re

unication of ‐energize firration.

mer responsfinition and c, as establish/her propertarly in the ev

of public comm

FT

ared understhieve it, stak

dination

eholder intemanagementween Torontoavies Consulefforts betw and respon

e planning umeet basic live having: a seive living arrnd lack of heer critical he

gy is “down”tatus, availabred by electr

ons – availaby to cope duuninsured, health cond

tions made ‐charge dev

restoration st and mess

sibility for ecommunicathed by the Oty, such as stvent.

ments.

Findings andToronto Hyd

tanding of thkeholders wi

erviews and pt at the como Hydro andting to revieween Torontse. These in

undertaken bving needs deveral‐day srangements;eat; a batteryealth supplie

” – disseminbility of city ricity are not

bility of assisuring an emelow‐incomeditions, and

available byices, and acc

priorities –aging of prio

lectrical eqution of the oOntario Electtandpipes, so

d Recommendro‐City Coo

he target levill need to ag

public commmmunity leve the City of Tew and makeo Hydro andclude:

by individuauring an extupply of foo; an evacuaty‐powered rs; and (poss

ating copingservices, saft available (i

stance for grergency, incl children, ththe mentally

y the City thacess to heat

joint identiforities to the

uipment repaobligation of trical Safety o that custo

ndations rdination

vel of gree to a

ments19 el that could Toronto. Thee d the City

l citizens or tended od, water, tion plan; radio; a backibly) a back‐

g informatiofety .e., Internet

roups of uding the he elderly, y impaired.

at provide .

fication of e public

airs on theirthe Authority, tomers can

e

k‐‐

n

,

r

o

98

5.10.

City oHydrocondToroneffortcoursand o

The w

Explanatienable oremergenc

Use of 31Toronto f

Coordinatreliable aCity, Toroprocedure

Emergencnot continmajor pow

.1. Toronto

of Toronto sto respondeditions, and ento recognizt. They werese of the eveoutreach.

ways in whic

Identificaplace a prHydro’s reparticipatprovided

Sharing onumber othe systemresourceseffort.

Public comcommuniconferencthousand

on of buildir hamper ingcy power su

11 call centrefacility to ha

tion of urband more resonto Hydro, aes to manag

cy responsenuous, contawer outages

o Hydro – C

taff and pubd to the 2013extensive, trezed that this e able to accent to coord

ch Toronto H

ation of criticre‐determinestoration pted on daily updates on

of vegetationof additionalm. In additios, the City of

mmunicatiocation efforces, attendas of emails r

ng codes – sgress or egrepply.

e for back‐undle overflo

an forestatiosilient electriand other kege the urban

coordinatioact betweens.

ity Coordin

blic officials i3 Ice Storm ee‐related dwas a comm

complish botinate restor

Hydro was ab

cal load prioed list of critplans alignedplanning calrestoration

n manageme forestry reson to the Cof Toronto pro

on – Torontots of the Citynce at Provireceived by C

FT

standards mess within hig

p support –ow calls for T

on policies aicity distribuey stakehold tree canopy

on (police, fin Toronto Hy

nation Find

interviewed,given the exdamage. Botmunity recovth through aation priorit

ble to work e

orities – Thetical facilitied with these lls with the Cprocess.

ent resourcesources to admpany contovided many

o Hydro execy of Torontoncial meetinCouncillors.


maintained bygh rise build

feasibility oToronto Hyd

nd plans ‐‐ mution systemders when dey and forest

re, other) –ydro and firs

ings

, uniformly nxtreme cold,h Toronto Hvery, as wellan effective cties, public c

effectively w

e City and Tos to be restopriorities. ToCity and oth

es – Torontoddress the tractors whoy City forest

cutives and so through pangs, and resp


y Toronto Budings and pro

of using the Cro during an

mindful of thm, joint consieveloping station efforts

maintainingst responder

noted how w hazardous wydro and th as customecollaboratioommunicati

with the City

oronto Hydroored first anoronto Hydrer stakehold

o Hydro needree‐related o supplied adry crews to s

staff supportarticipation iponding to t

ndations rdination

uilding that ovide for

City of n emergency

he needs forderation of tandards ands.

g frequent, ifrs during

well Torontoworking e City of er restoration over the ion, forestry

include:

o had in d Toronto ro ders where it

ded a damage to dditional support the

ted the n daily pressthe

y.

r

d

f

o

n

y,

t

s

99

5.10.

THC‐Toron

Publitoronoutrenot TmediCustoinformemer

As a cToronsuppoinformshouliaisoin rea

ToronsupponeighHydropoputargeenco

In areknowrespeguidea che“passserviccommmobireinfo

.2. Toronto

1 Strengthento Hydro.

Identi

c commentsntoicestorm@each and supToronto Hydcal needs, womers volunmation provrgency, Toro

central and vnto Hydro short to the Cimation withld consider wons and otheaching those

nto Hydro coort outreachhbour,” locato could incluulations whoeted outreacurage them

Educa

eas where mwledge of or ective websielines to helpecklist for a 7sive” source ce announcemunity on‐linle applicatioorce the imp

o Hydro – C

n emergenc

ify and mon

s received at@daviesconpport to vulnro. Toronto would be in atarily providvided to aleronto Hydro s

visible partichould considty. Balancin the need toways to use er employeese most in nee

ould use its ch to vulnerabtions of shelude reminde need more ch to high risto check in

ate custome

major eventshave becomtes of both Tp customers72‐hour emeof informatements on rane bulletin bons. Also, Coportance of p

ity Coordin

cy managem

nitor vulnera

t three town.com indicatnerable popuHydro does a life threatede this informt effected cuhares this in

cipant in theder offering ag the requiro ensure theits customes who routined.

communicatble groups dlters and waers in personsupport. Alsse building oon neighbou

ers/citizens a

, are infrequme complaceToronto Hyds and citizenergency kit. ion with a madio and telboards, partiouncillors’ copersonal em

FT

nation Reco

ment coordin

able and spe

n hall meetinte that residulations is a maintain a lening situatiomation to thustomers of nformation t

e communityadditional coement to me safety and r database anely interfac

tion channeduring an evearming centrnal preparedso, the City aowners and nurs and tena

about emerg

uent, it’s easent about emdro and the Cs better copBoth shouldmore active oevision, bill icipation at tommunicatiomergency rea


ommendati

nation betwe

ecial medica

ngs and throdents may noresponsibililist of customon in the evehe Company.planned outto the City fo

y recovery afommunicatiaintain privahealth of cuand knowlede with the p

ls (e.g., webent (i.e., “chres). Prior todness command elected neighbourhoants during a

gency prepa

sy for peoplemergency preCity of Toronpe when pow consider suoutreach caminserts, annotown meetinons may be aadiness.


ions

een City of T

l needs pop

ugh emails tot understanty of the Citmers who, bent of a pow. The Compatages. In casor follow up.

fter a majorons and outacy of customstomers, Todge of its extpublic, to ass

site, social meck in on yo an event, Tunications dofficials shoood associatan emergenc

aredness.

e to have litteparedness.nto include twer is out. Anupplementinmpaign, suchouncementsngs, and proa useful cha

ndations rdination

Toronto and

pulations.

to nd that ty of Torontobecause of wer outage. any uses these of .

event, treach mer oronto Hydroternal sist the City

media) to our oronto directed to ould consideions to cy.

tle The tips and n example isg this h as public s on oviding nnel to

d

o,

o

r

s

100

Leaditrainistakefunctmanacoopfunctconsiplannplans

THC‐2fores

In urcomnumstansuffilike twithrelia

THC‐3back‐

The “inteof a The needpublneigresidrequa lonvuln

20 Brie

Condu

ing practice ing programeholders, esption as first ragement orgerative plantional exerciider increasining scenarios, and sched

2 In collabostry plans to

rban areas wpeting objec

mber of vegetdards set focient clearanthe 2013 Ice the Torontobility of cust

3 Request th‐up generat

Provincial buended to accfire emergeregulation dds (e.g., refriic commenthbours, anddences. The uirement for nger period oerable popu

efing Note, Chie

uct joint pla

utilities ensms and exercipecially locaresponders, ganizations, ning, agreemses. The Cityng the frequos (i.e., the tule joint exe

ration with o ensure ade

with dense trctives betwetation‐relaterth by the CSnces to redue Storm. Theo Hydro staftomer servic

he Province ion within t

uilding codecommodate ncy and assidoes not addigeration, hets expressed elderly peoIRP recommall new andof time. Thisulations that

ef Building Off

nning, train

ure that theises are closl governmennecessitatinpolice, and fment on plany of Torontouency of curtype and severcises to tes

the City of Tequate line c

ree canopy, een increasined outages. TSA, ANSI, anuce the likeli City of Toroff to update ce is incorpo

to require ahe next 10 y

e that regulathe safe evast in firefighdress the proeat, phone s concern forople who hadmends that thd existing bus will allow folive in high‐

icial, Toronto B

FT

ing, and exe

ir emergencely aligned wnts. During ang a seamlesfire/rescue pnning scena and Torontrent planninverity of incist readiness.

Toronto (Urbclearances to

like the Greang the numbToronto Hydnd the City ohood of treeonto urban fthe Urban Forated in the

all new and years.

tes emergenacuation of ohting operatiovision of emervice) durinr the safety ad limited abihe Provinciailding to proor the safe e‐rise building

Building, July 1


ercises.

cy managemwith those oa major evenss coordinatiprofessionalrios, and joio Hydro shong discussiondent), share.

ban Forestryo withstand

ater Torontober of trees adro forestry f Toronto, we‐related ouorestry teamorestry Plane plan.

existing bui

ncy power suoccupants wions in case mergency pong an extendand health olity to leave l governmenovide a meanevacuation ogs.

11, 2013


ment strategyof key, externnt, utility woion with locas. This requint participatould continuns. They shoe and vet em

y), update red major even

o area, thereand decreascrews adher

which do nottages duringm should won to ensure t

ldings to ha

upply for buwithin the buof a fire emeower supply ded outage. of family, frietheir high rnt consider ans for back‐uof and access

ndations rdination

y, plans, nal orkers al emergencires tion in e and uld agree to

mergency

elated urbannts.

e are often ing the re to t provide forg incidents ork closely hat the

ave adequate

ildings is uilding in casergency.”20 for essentiaMany of theends, ise a up power fors to

y

o

n

r

e

se

l e

r

101

6. MThe 2ToronToroncoordwithiHydroCompsafe. sever

In accpresemakepoweSectiocoopimprolargesustamean

Moving Fo

2013 Ice Stornto residentnto Hydro pedinated, andn a reasonao executed tpany’s manaAs expectedral aspects o

cordance wiented in thise to further eer outages. Aon 5.10 Toroeration amoove the com‐scale eventained, coordiningful impro

orward

rm was an uts and testedersonnel invd intensive reble timeframthe restoratagement andd with any laof the emerg

th the comm report focuenhance its Additionally,onto Hydro‐Cong Toronto mmunity’s cat in the futurinated effortovement in

unprecedentd the mettle volved in theesponse, theme given theion in a mand approach targe incidentgency respon

missioned scus mainly on ability to res, and notablyCity CoordinHydro, the Cpability to bre. This repot among all ocommunity

M

ed event thaof the first r

e recovery efe communitye amount annner consisteto the restort, the recovense that can

cope of the pthe improvespond to futy, there are nation, wherCity of Toronbetter cope wort should seof these parpreparedne

Moving Fo

at disruptedresponders, ffort. Througy was safelyd type of daent with indration was pery from thisbe further i

panel reviewements thatture events tseveral areare heightenento, and thewith and maerve as the strties, the outess for future

orward

d the lives of as well as thgh a dedicat restored toamage sufferustry practicprudent, diligs ice storm amproved.

w, the recomt Toronto Hythat cause was, primarily ed attention e Province ofnage the restarting pointtcome of whe major outa

most he City and ted, normalcy red. Torontoces. The gent, and also exposed

mmendationsydro can widespread described infrom and f Ontario cansponse to a t for a morehich will be age events.

o

d

s

n

n

102

App

Bird D

Backb

Blue

Cana(CEA)

Circu

Circu

Dama

EHS O

Estim

pendix A:

Term

Dog

bone

Sky

dian Electric)

it

it sectionaliz

age Assessm

Officer

mated Time o

Glossary

m

c Association

zation

ment

of

y of Term

A local usystem/needs (ework wiwork sittypicallyretirees trained tBird dog

The maithat is cobreakerfrom thephase lin

Refers to

n The indu

A continload or lmain (ussingle phsubstati

The praccircuit inof the cicustomealso alloto the cianotheravailable

The procinformaplanningrestorat

Environm

An estim

AT

ms

utility resour/mutual assise.g., navigatith other cree, accessingy local compwho are famto operate tgs may suppo

n three phaonnected di. All load in ae backbone nes (laterals

o day‐to‐day

ustry associa

nuous flow oloads. In utisually 3 phashase sectionon circuit br

ctice used bynto sections ircuit in caseers from getows the utilitircuit from or during an oe.

cess for systtion in the fg, resource ation estimate

mental, Hea

mate of the r

AppendixTerms

Descriptio

rce dedicatestance crewing the territws, ensuringg food). Thesany line wormiliar with ththe switchingort one or m

se portion orectly to thea circuit is seor from thres) tapped off

y, normal op

ation for Can

of electricity lity distributse) line and ns (laterals) sreaker.

y utilities to that can be e of an outagting an outaty to switch tone feeder ooutage, if ano

tematically cield to suppoacquisition, aes.

lth, and Safe

restoration t

x A: Gloss

on

d to helpings with daily tory, coording the safety se resources rkers and reche system ang devices in more crews.

of a distribute substation erved eitheree, two and f the backbo

perations

nadian elect

from a sourtion, a circuiall three, twserved by a s

break an eleisolated froge to protectage as a resuthe source oor substationother source

collecting daort the restoand develop

ety Officer

time. The ET

sary of

g off‐work nating of the are cent nd are the field.

ion circuit circuit directly single one.

ric utilities.

rce to a it is the wo, and single

ectric m the rest t all of the ult. This of power n to e is

mage oration pment of

TR can be

iii

Resto

Funct

Incide(ICS)

Last G

Later

Mutu

Off‐S

Pole

Term

oration (ETR

tional Exerci

ent Comman

Gasp Techno

ral

ual Assistanc

ystem Resou

Guying

m

)

ise

nd System

ology

ce

urces/Crews

providedneighbocustome

A functiomost reapeople asuggestsof one oemergen

A standadesignedmanagefacilitiescommunorganizaincidentequally w

When thinformasignal thNot all sthis tech

A three,(backboloads thline. Latthrough

The procresourceefforts. Tcrucial fsingle utrestore

s Individusystem dcompanthe restocompletcompan

The pracon poles

AT

d at multipleourhood/suber.

onal exercisalistic mannand equipmes, its goal is tor more funcncy event.

ardized, on‐sd to enable ment by intes, equipmentnications opational struct or a non‐emwell for both

he smart metion to flashhat it has lossmart meterhnology.

two or singne) of the ciat are not dterals are ty fuses or rec

cess by whices to each otThis processor respondintility has adenormalcy af

als who do nday‐to‐day by (a contracoration effoted, these rey.

ctice of instas designed to

AppendixTerms

Descriptio

e levels, inclubstation, circ

e simulates er possible, ent to an actto test or evctions in the

site manageeffective, efegrating a cot, personnelerating withcture. ICS is umergency evh small and

eter loses poh memory ort power—ths on Toronto

le phase secircuit, constrirectly in thepically connclosers.

ch electric utther to supps is unique tong to large eequate resouter full‐scale

not work onbut who arector or anothrt. Once theesources retu

alling one oro add stabili

x A: Gloss

on

uding globalcuit, and indi

an emergenshort of motual site. Asvaluate the ccontext of a

ement systemfficient incidombination , procedurehin a commoused to manvent, and canlarge inciden

ower, it recor sends out ahe meter’s “o Hydro’s sy

ction off the ructed to exe path of theected to the

tilities providport major reo the industemergenciesurces to quice events.

Toronto Hydeployed byher utility) toe restorationurn to their

r more tensioity to a free‐

sary of

l, regional, ividual

ncy in the oving real s the name capability an

m ent of s, and on age an n be used nts.

rds state a wireless last gasp.” ystem have

main line tend to e main e main line

de estoration ry and is s since no ckly

ydro y their o support n is home

oned wires ‐standing

iv

Servi

Smar

Storm

Syste(SOC)

Table

Triag

Vege(VM)

Term

ce Drop

rt Meter

m Hardening

em Operatio)

etop Exercise

e Process

tation Mana

m

g

ns Centre

e

agement

structurwithout

An overto a custpoint whcustome

Usually aelectric communthe utilitmeters emeter a

Activitiedurabilitthe impadamage

A facilitymanagethe abilisystem. Hydro u

A tabletin an infparticipaemergenproblememergenfamiliariresponsis that itsituationcommun

Process verify thcustomelive, mapossibleappropr

Refers tomaintainfrom the

AT

e so that it cblowing ove

head electritomer's builhere electricers.

a digital devenergy in intnicates that ty for monitenable two‐wnd the centr

es that a utility and stabilacts of sever.

y that housement systemty to remoteThe Incidenses an SOC d

op exercise formal, stresants – usualncy – gatherms and procency scenarioization with ibilities. An at can allow pn without canity.

used by Torhe downed wers. The “triakes the locae, or collects riate resourc

o the cyclicaning trees ane distributio

AppendixTerms

Descriptio

can withstaner.

cal line runnding or othec utilities pro

vice that recotervals of aninformationoring and biway commural system.

ity may undeity of infrastre weather e

es system opm, providingely operate tnt Managemduring majo

simulates anss‐free envirly the decisir around a taedures in theo. The focusroles, proceadvantage opeople to tesausing disrup

ronto Hydro wire reports age” crew detion safe by the data ance to resolve

al and reactivnd tree limbn power line

x A: Gloss

on

nd higher sp

ning from a uer premises. ovide power

ords consumn hour or lesn, at least dalling purposunication bet

ertake to imtructure to wevents with

perators andg real‐time stthe distributent Team atr events.

n emergencyonment. Thon‐makers dable to discue context of is on traininedures, or of a tabletopst a hypotheption in the

during stormreceived froetermines if grounding id refers thee.

ve program bs at a safe des. A VM pro

sary of

eed winds

utility pole It is the r to their

mption of ss and ily, back to es. Smart tween the

prove the withstand minimal

data tatus and tion t Toronto

y situation he during an uss general an ng and

p exercise etical

ms to om the wire is t if job to the

for istance ogram is

v

Termm

guided bby‐laws guidelin

AT

by a set of inas well as thes.

AppendixTerms

Descriptio

ndustry stanhe electric d

x A: Gloss

on

dards and loistribution c

sary of

ocal City company

vi

App

The fresto

pendix B:

following 10 oration of po

Brant Hyd

Entegrus;

Enwin;

Horizon;

Hydro On

Manitoba

Norfolk H

Ottawa H

Sault Sain

Sudbury H

Utility M

utilities proower outages

dro;

ne;

a Hydro;

Hydro;

ydro;

nt Marie PUC

Hydro.

Mutual As

vided mutuas caused by

C; and

AA

ssistance

al assistancethe 2013 Ice

AppendixAssistanc

Provider

e to Torontoe Storm:

x B: Utilityce Provide

rs

Hydro durin

y Mutual ers

ng the

vii

AAppendix C

Evaluation Areas

Emergency Planning and Preparedness

: Summary

1. Emergenlargely aligCommand to be the inemergency

2. Corporatorganizatioaddresses

3. Trained Operationsroles and revent.

4. Pre‐evenprocess in activation d

y of Findings

Strengths

ncy response strgns with the InciSystem, which ndustry leading y response.

te Emergency Mon is centralizedall hazards.

and exercised Ss Centre (Commresponsibilities p

nt weather monplace and used decisions.

Append

s and Recom

Findin

ructure ident is considered practice in

Management d and

System mand Centre) prior to the

nitoring to support

dix C: Summ

mmendation

ngs

Opportuniti

1. Emergency rprovided an ovresponse, but detailed descrprocesses and

2. Toronto Hydincidents on a which may notevents adequa

3. Key restoratprocesses werunderstood at company with

4. Many Torondid not have a trained role fo

5. Toronto Hydexercises and tCommand Cenperform sufficexercise in theCommand Cen

mary of Findi

ns

ies for Improve

response plans verall structure did not include iptions of key all roles.

dro characterizethree‐level scalt address full‐scately.

tion strategies ae not defined oall levels of theroles in the res

nto Hydro emplopre‐assigned ar major inciden

dro conducted training at the ntre level, but dient training ane Local Incident ntres.

ngs and Rec

i

ment

for EPP‐1emerstrateHydr

es grid le, cale

EPP‐2basedrespo

and r e sponse.

EPP‐3EmerresouimpleICS akey s

oyees nd ts.

EPP‐4emer

id not d

EPP‐5Respcomp

commendati

iv

Recommen

1: Reaffirm and rgency managemegy throughouto.

2: Continue to ind approach to eonse.

3: Enhance centrgency Managemurces to supportementation andnd ongoing relatakeholders.

4: Add dedicatergency managem

5: Update the Eonse Plan to imprehensiveness

ons

ndation

communicate ment vision and all of Toronto

nculcate the ICSemergency

tralized ment group t full d sustainment ofationships with

d grid operationment resources

mergency prove and usability.

d

S‐

f

ns .

Evaluation Areas

Resource Acquisition andAllocation

Damage Assessment anRestoration Planning

d

1. Safely deof resourceToronto Hy

2. Developassistance generally w

3. Flew in, mutual assManitoba w

4. Conductassistance safety brie

5. Strong cand Torontrestoration

nd

1. Overall rline with in

Strengths

eployed the larges for any respoydro history.

ed and applied processes in reworked.

equipped, and sistance resourcwithin 48 hours

ted thorough mon‐boarding prfings.

ollaboration beto Hydro tree crn activities.

restoration priondustry practice

Append

Findin

gest number onse in

mutual al‐time that

deployed ces from s.

utual ocess and

etween City rews on

orities were in es.

dix C: Summ

ngs

Opportuniti

1. Mutual assisagreements wacross Canadawere not form

2. The processcoordinate theforestry crewsadvance.

3. Toronto Hydto accommodamutual assista

4. The demobimutual assistaclearly defined

1. Lack of real,situational awawork progress level.

mary of Findi

ies for Improve

stance processeith other utilitie and North Ame

malized.

to acquire and e deployment of was not define

dro has limited aate a large influxnce resources.

lization processnce crews was d.

or near real‐timareness of outabelow the feed

ngs and Rec

v

ment

es and es erica

RA‐1stratedeploresoucoordsupe

f City ed in

RA‐2scalaEmer

ability x of

s for not

me ges and der

DAP‐assesrequicompawarwithiwithi

commendati

v

Recommen

: Adopt a resouegy that provideoyment of all avurces, seamless dination of crewrvisory span of

: Create a compble, logistics plargency Respons

1: Institute a dassment process ired approach, ppetencies to estreness and plannn the specified n 48 hours).

ons

ndation

rce managemenes for: vailable integration and

ws, and optimal control.

prehensive, an as part of thee Plan.

amage that defines theprocedures, andtablish situationning inputs timeframe (e.g

nt

d

e

e d al

.,

Evaluation Areas

Restoration Execution

2. The Comcalls (everyuseful infoalignment Centres to

3. Some LoCentres coovernight tassignmenthe subseq

1. Safety p

2. DispatchdecentralizCommand restoration

3. CoordinaSafety Authcustomer pduring the

Strengths

mmand Centre cy three hours) prmation and maof Local Incidenrestoration prio

ocal Incident Conducted plannito facilitate worts and crew depquent shift.

erformance wa

h functions werezed to Local InciCentres early inn process.

ation with the Ehority (ESA) to rpremises was adevent to reduce

Append

Findin

coordination provided aintained nt Command orities.

mmand ng activities rk ployments for

s excellent.

e ident n the

Electrical reconnect djusted e hardship.

dix C: Summ

ngs

Opportuniti

2. Damage Assnot defined, doconsistently apIncident Comm

3. Restoration developed at vspecificity.

4. Work planniacross Local InCentres.

5. The Central Local Incident not use standa

1. Restoration consistent, varbased” and “fe

2. Lack of full cdecentralized dto some inefficdeployment.

3. Local Comm(three geograplocations) addedeployment an

mary of Findi

ies for Improve

sessment procesocumented, or pplied across thmand Centres.

estimates werevarious levels of

ing practices vancident Comman

Command CentCommand Centard planning too

approach was nrying between “eeder‐based.”

coordination amdispatch functiociency in crew

mand Centre struphic and two funed complexity tnd work coordin

ngs and Rec

v

ment

ss was

e Local

DAP‐estabaccur

e not f

DAP‐planntrain persocentr

ried nd

tre and tres did ols.

not “order‐

RE‐1:appro(e.g.,

mong ons led

RE‐2:assistencothe th

ucture nctional to crew nation.

commendati

vi

Recommen

2: Develop a prblish (calculate) rate ETRs.

3: Establish stanning processes aand exercise reonnel to drive coral and local com

: Pre‐determineoach for each e 1‐4).

: Eliminate centtance and contrmpass those rehree, geograph

ons

ndation

ocess to timely and

ndard work and proceduresesponse onsistency acrommands.

e best restoratiomergency Level

ralized mutual ractor LICCs andsources within ic LICCs.

;

oss

on l

d

Evaluation Areas

Communicatio‐ Customer Contact

4. Special rwithin the

5. The worcause unusrestoration

6. “Bird‐docrews work

ons

1. The abilicontract cacentre site

2. The Key within Custeffective pcommercia

3. The contcentre, andlocated, eninformatio

Strengths

requests were hpre‐defined pri

k protection prosually long delayn.

ogging” of mutuked well.

ity to use an extall centre as a ba.

Accounts organtomer Care improcess to informal accounts of o

trol room, dispad key accounts snabling more effn exchange.

Append

Findin

handled ority order.

ocess did not ys in

al assistance

ternal ack‐up call

nization plemented an m key and utage status.

atch, call staff are co‐fective

dix C: Summ

ngs

Opportuniti

4. Restoration were not followLocal Incident

5. Toronto Hydprotection proutilities in the limiting the typassistance crew

1. There was incapacity (systeoutage calls, socallers were noinformation on

2. The Integrat(IVR) system wnavigate, not ieffectively supare non‐native

3. Outage statinadequate an

mary of Findi

ies for Improve

execution apprwed consistentlCommand Cent

dro has differenocesses than othProvince of Ontpe of work that ws can perform

nsufficient overem and staffing)o that the majoot able to reporn outage status.

ted Voice Recogwas difficult to ntuitive, and didpport customerse English speake

us information wd often inaccur

ngs and Rec

v

ment

roaches ly by all tres.

nt work her tario, mutual .

flow ) to take rity of rt or get .

CCC‐techncusto

gnition

d not s who ers.

CCC‐2ensuoutagmodecustoappli

was rate.

CCC‐3callinof ouinfor

commendati

vii

Recommen

1: Secure capacnology) to suppoomer contact du

2: Improve the ring accurate ange status messae of communicaomers (e.g., IVR,cation, low tech

3: Employ outbong/texting to infutage status andmation.

ons

ndation

city (people and ort timely uring an inciden

process for nd uniform ages across everation to , web, mobile h channels).

ound form customers d other pertinen

t.

ry

nt

Evaluation Areas

Communicatio‐ Other Stakeholders

ons

1. As the faexecutive sperformed

2. Proactivconsistent voice”), incSystems Opwell.

3. Toronto effective pcommunic

4. Toronto methods to

Strengths

ace of the compspokesperson, td his role well.

e media campamessaging (usecluding coordinaperations Centr

Hydro was viewartner in City anations.

Hydro used a vo reach the pub

Append

Findin

pany and the the CEO

ign and e of “one ation with the re, worked

wed as an nd Provincial

variety of blic, including

dix C: Summ

ngs

Opportuniti

4. Alternate paHydro (e.g., emplace, but all wfrequently eno

5. Toronto Hydmobile capabiloutages.

6. There was nToronto Hydro311 call centre

1. Process for dtimely and accclearly defined

2. Liaison rolesstakeholder grdefined.

3. Messages waccessible to acustomers witradio, or socia

mary of Findi

ies for Improve

aths to contact Tmail, web) werewere not monitoough.

dro does not prolity to report or

no capability to to‐related calls fre.

developing and curate ETRs wasd.

s with some roups were not

were not always all stakeholders h no access to Tl media).

ngs and Rec

v

ment

Toronto in ored

CCC‐4evalucapab

ovide track

transfer rom the

issuing not

COS‐commETRs

clearly COS‐of Toprogrliteracustoprepa

(e.g., TV,

COS‐educcoordstakepubli

COS‐4deve

commendati

viii

Recommen

4: Work with Ciuate options forbilities.

1: Develop a promunicate timelyat different lev

2: In collaboratioronto, develop ram to improveacy of: restoratomer responsibiaredness.

3: Expand liaisoation, commundination with keeholders (e.g., ec safety) during

4: Formalize proloping, approvin

ons

ndation

ty of Toronto tor using 311

ocess to y and accurate els of specificity

ion with the Cityan education stakeholder tion process, ility, and

on role to addreication, and ey community lected leaders, g major incident

ocess for ng, and

o

y.

y

ss

ts.

Evaluation Areas

Information Systems and Technologies

Vegetation Management and System Hardening/ Resilience

social med

1. One of tmeter tech

2. An extenand Data Awith 85,004,000 devic

3. Mobile Dportion of

1. Toronto circuit‐base2008 and aand City of

Strengths

ia.

he early adoptehnology.

nsive SupervisorAcquisition (SCA0 control pointsces.

Data Terminals Toronto Hydro

Hydro has beened trimming proadheres to accef Toronto prunin

Append

Findin

ers of smart

ry Control ADA) system s on over

available in a vehicles.

n following a ogram since pted industry ng standards.

dix C: Summ

ngs

Opportuniti

1. OMS hardwwere not scalanumber of conthe 2013 Ice St

2. Groups of smbe pinged quicoutage status ado not have “la

3. The GIS systaccurate connelevel.

4. Lack of conndifferent inforsystems causestatus informacustomers.

1. City of Toronlaws are definereliability, not during major in

mary of Findi

ies for Improve

are and interfacable to handle thncurrent users dtorm.

mart meters couckly to determinand a portion oast gasp” techn

tem does not haectivity at the m

nectivity amongmation technold inaccuracy of ation available to

nto line clearaned for blue sky for preventing oncidents.

ngs and Rec

i

ment

disse

ces he during

IT‐1: proviintellstrate

uld not ne the f them ology.

ave fully meter

g ogy outage o

ce by‐

outages

VMSHto imresilieeventundewherof seand f

commendati

ix

Recommen

minating key m

Include IT/OT teide real‐time or igence in the teegic roadmap.

H‐1: Evaluate almprove distributence during mats, including conerground for secre it will enhancrvices to criticalfacilities.

ons

ndation

messages.

echnologies thanear real‐time

echnology

ll viable optionsion system jor weather nverting lines toctions of circuitsce the reliability l infrastructure

at

s

o s

Evaluation Areas

Toronto HydroCity Coordination

2. Vegetatimaintenanindustry prcycle).

3. Over theHydro has scope of thprogram (ecompletedthe progra

4. Toronto is in line w

o‐

Strengths

ion managemennce program is inractices (i.e., thr

e past six years, maintained a cohe vegetation me.g., clearances,) while reducingm.

Hydro’s wood pith industry lead

Append

Findin

nt preventive n line with ree‐year

Toronto onsistent management miles g the cost of

pole program ding practice.

dix C: Summ

ngs

Opportuniti

2. Coordinatiowith City vegetcrews during aday.

mary of Findi

ies for Improve

n of clearing efftation manageman incident and

ngs and Rec

x

ment

forts ment day‐to‐

VMSHstakeresiliefundi

THC‐manaCity o

THC‐of Torelateensuwiths

THC‐requito hagene

commendati

x

Recommen

H‐2: Gain suppoeholders on the ence required aing.

1: Strengthen eagement coordiof Toronto and T

2: In collaboratioronto (Urban Foed urban forestre adequate linestand major eve

3: Request the ire all new and eave adequate baration within th

ons

ndation

ort from key level of and related

mergency nation betweenToronto Hydro.

ion with the Cityorestry), updatery plans to e clearances to ents.

Province to existing buildingack‐up he next 10 years

n

y e

gs

s.

AppAn obinsighIce StProviinviteprepaoppofeedb

ApproCity ofollow

IRP mmemeitheHydro

Over FebruConsthese

The

pendix Dbjective of thhts and suggtorm. Alongncial staff, fed input fromaration for aortunity to prback via a de

oximately 50of Toronto awing locatio

North Yor

Etobicoke

Scarborou

members momber. Each ater verbally, oo were not p

80 commenuary 27, 201ulting monite comments

prevalent th

Praise abotheir perf

Poor or inavailable given by cgeneral (eaccess to television

Limited‐torepresenton the weupdates;

D: Sumhe Independgestions fromg with collectirst respondm Toronto reand responserovide verbaedicated add

0 people in tnd held on Tns:

rk Civic Cent

e Civic Centr

ugh Civic Ce

oderated eacttendee whoor by submittpresent at th

nts were sub13, and Marctored this em, along with

hemes from

out the effoformance un

naccurate coestimated ticall centre ree.g., maps); messages w

n);

o‐no access tative by phoebsite; and l

mary of dent Review m representating input frders, and othesidents ande to the Decal or writtendress monito

total, attendThursday Ma

tre, 5100 Yon

e, 399 The W

ntre, 150 Bo

ch meeting, o wished to ating written he meetings

bmitted via tch 31, 2013, mail addressthose receiv

the public co

rts of the Tonder adverse

ommunicatioimes of restoepresentativlack of inforwhen techno

to call centeone; long waimited on‐lin

AP

f Public Panel (IRP oatives of eacom Torontoher parties ind business owember 2013 comments ored solely b

ded the townarch 6, from

nge Street, C

West Mall, C

orough Drive

with the assaddress the comments. , so that Tor

orontoicestothe period fs daily. Teamved at the To

omments w

oronto Hydroe conditions;

on to the puoration (ETRves; inabilitymation abouology was do

er, including ait times if ane alternativ

AppendixPublic Co

Commeor Panel) wach stakehold Hydro empnvolved withwners on To3 Ice Storm. at a town haby Davies Co

n hall meetin 7:00 p.m. to

Council Cham

Council Cham

e, Council Ch

sistance of aPanel had thRepresentarontonians c

orm@daviesfor public com members cown Halls.

ere:

o linemen, c;

blic, includinRs); incorrecty to see outaut restoratioown (e.g., no

prolonged ible to conneves to report

x D: Summomments

ents as to consideder group affloyees, City h the recoveoronto HydroCitizens hadall meeting, onsulting.

ngs, coordino 9:30 p.m.

mber

mber

hamber

Davies Conhe opportuntives from Tcould speak f

scon.com, bomment. Dacollated and

ommending

ng: inaccuratt restorationge informaton priorities;o internet, ra

inability to rect; lack of it outages an

mary of

er feedback, fected by thand ry, the Paneo’s d an or email

ated by the at the

sulting teamnity to do so Toronto freely.

etween avies reviewed

g them for

te or not n informatiotion in ; and limitedadio or

each a nformation nd receive

e

el

m

n

d

xi

The Pdeve

Tree trimmanagem

Communiidentificapopulatioand cleare

Panel considloped the fin

ming and prment budget;

ication and otion of thoseons after an eer communi

ered the comndings and r

runing, inclu; and

outreach to e with criticaevent; proviication of loc

mments andrecommenda

ding the ade

vulnerable pal needs; dirsions for bacations of w

d suggestionations prese

equacy of cle

populations,rect outreacck‐up powerarming cent

s offered byented in this

earances an

, including: h to vulnerar to high‐risetres and she

y the public areport.

d vegetation

pre‐ble e buildings; lters.

as it

n

xii

Report on Toronto Hydro response to December 2013 ice storm

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