20.50.12.13

.13 Major Outage Event Reporting.

A. Written Reports. Each utility shall file a written report with the Commission within 3 weeks of the end of a major outage event.

B. Contents. The written report shall contain:

(1) The total number of Maryland customers served by the utility;

(2) The date and time when the major outage event started;

(3) The date and time when all sustained interruptions in Maryland related to the major outage event were restored;

(4) The total number of Maryland customers who experienced a sustained interruption of service related to the major outage event;

(5) The total number of customer interruption hours experienced by customers reported under §B(4) of this regulation;

(6) The average duration of customer service interruption, expressed in hours, and calculated by dividing the total number of customer interruption hours reported in §B(5) of this regulation by the total number of Maryland customers who experienced an interruption reported in §B(4) of this regulation;

(7) The maximum number of Maryland customers who concurrently experienced a sustained interruption related to the major outage event and the date and time this occurred;

(8) The number of Maryland customers who experienced a sustained interruption recorded at a maximum of 6-hour intervals throughout the major outage event;

(9) Information about requests for outside assistance, including the:

(a) Name of the organization to which the request was made;

(b) Date and time of the request; and

(c) Resources requested;

(10) Information about outside assistance received, including the:

(a) Name of the organization providing crews and the nature of the assistance, i.e., mutual assistance, third-party contractor crew normally dedicated to the utility, additional third-party contractor crew, or other (explain in report);

(b) Date and time of crew arrivals and departures;

(c) Number and types of vehicles;

(d) Total number of personnel;

(e) Number of personnel on primary overhead line crews;

(f) Number of personnel on secondary overhead line crews; and

(g) Number of personnel on tree trimming crews;

(11) Information about electric utility crews working on restoration, including the following:

(a) Number and types of vehicles;

(b) Total number of personnel;

(c) Number of personnel on primary overhead line crews;

(d) Number of personnel on secondary overhead line crews;

(e) Number of personnel on damage assessment crews; and

(f) Number of personnel on tree trimming crews;

(12) The following information about communications with customers:

(a) The total number of calls received by the utility during each hour of the major outage event;

(b) The total number of calls answered by the utility’s voice response system, customer service representatives, and any high volume call systems during each hour of the major outage event;

(c) The total number of customer service representatives logged into the call center and supporting phone systems actively taking or waiting to take customer calls on an hourly basis during the major outage event; and

(d) On a daily basis during the length of the outage and for the entire major outage event, the percentage of all calls that were offered and answered by the utility’s voice response system, customer service representatives, and any high volume call systems within a 30-second timeframe and within a 60-second timeframe.

(13) With regard to system damage, the number of each of the following occurring during restoration:

(a) Poles replaced;

(b) Distribution transformers replaced;

(c) Fuses replaced;

(d) Downed wires; and

(e) Substations with damaged equipment;

(14) Any issues concerning the availability of materials or equipment that affected restoration progress, including a description of how any unavailability affected restoration, and a description of the emergency measures taken to resolve the issues;

(15) A self-assessment, including lessons learned and future plans to improve service restoration efforts during major outage events;

(16) A description of the manner in which customers were informed of the status of the outages in their geographic area by means of the customer call center or by other means of customer communications;

(17) A description of the manner in which the utility informed elected officials, government officials, and members of the public of the status of the outage and restoration efforts;

(18) A description of the manner in which the utility estimated restoration times;

(19) A description of any areas where the utility did not comply with its major outage event plan; and

(20) The number of customer service interruptions under §B(4) of this regulation and the number of customer service interruption hours under §B(5) of this regulation caused by each one of the following:

(a) Fallen tree or tree limb;

(b) Fallen or broken pole;

(c) Lightning damage;

(d) Ice accumulation on conductors; and

(e) Each other direct cause of interruption of service to 5 percent or more of total customers interrupted, listing and providing a descriptive name for each cause.

C. The Commission may designate a specific report format for the information required to be included in the written report mandated under this regulation.