Transcript Entergy Response to Hurricanes Katrina & Rita

Entergy
Response
to
Hurricanes
Katrina & Rita
BOBBY SINGLETARY
MAY 2, 2006
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We’re experienced at restoration…
 Andrew (Aug 1992) 250,000 customers
 Ice Storm (Feb 1994) 240,000 customers
 Georges (Sep 1998) 260,000 customers
 Dual Ice Storms (Dec 2000) 236,000 and 247,000
 Lili (Oct 2002) 243,000 customers
 Cindy (Jul 2005) 289,000 customers
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…are recognized at being good at it…
 Received the EEI outage response or
outage assistance award for the last
eight consecutive years
 Only utility to receive an award every
year they have been offered by EEI
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…and we strive to continuously improve.
 Annual drills: April 2005 drill scenario was Cat 4
impacting New Orleans with 20’ flooding
 Meetings with local officials & media (May 2005)
 Plan Improvements - Spring 2005:
- upgraded evacuation process
- internal “IE StormNet” launched
- upgraded external web site
- improved outage mapping applications
- incorporated lessons of 2004 Florida storms
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Katrina’s projected path changed late
After crossing lower
FL peninsula,
originally projected to
hit panhandle…
…but moved much further
west.
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Unprecedented impact on Entergy
1.1 million customers out; severe flooding
800,000
Louisiana
outages
Landfall August 29, 2005
Katrina Storm surge approaches Michoud plant,
photo by Entergy Michoud plant manager Don
McCroskey
300,000
Mississippi
outages
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The destruction was widespread…
17,000 square miles
affected in Louisiana,
20,000 in Mississippi
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…and our largest city flooded.
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New Orleans Underwater
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Katrina’s unique challenges…
 Corporate HQ evacuated
 Employees’ homes destroyed
 Resources pre-dedicated to Florida
 Security threats in New Orleans
 Flooded gas facilities
 Contractors’ bankruptcy fears
 Inoculations for workforce
 Severe substation flooding
 Communications knocked out
 Massive scale/logistics challenge
 Gasoline/Diesel shortages
 Inaccessibility
 DOE/DHS coordination & reporting
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…were followed by Rita on Sept. 24…
Initial landfall at
TX/LA border as
predicted…
…but tracked northeast
after landfall, damaging all
jurisdictions.
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Rita hit southeast Texas & southwest LA hard,
but impacted every Entergy jurisdiction.
Louisiana
Texas
-
Out
Out
InIn
AM/FM Snapshot of TX & southwest LA Distribution Lines 0730 9/25/05
710,000 out in Texas & Louisiana
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Additional 60,000 out in Arkansas
and 30,000 out in MS
…and Rita’s challenges.
 Second worst storm in company’s
history - 800,000 outages
 Massive damage to transmission
system; generation plants damaged &
isolated
 Three days of rolling blackouts for
142,000 Texas customers
 Exhausted workforce
 Another huge logistical challenge
 Material shortages following Katrina
 Continued coordination with DOE
Texas PUC “Tiger Team”
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Restoration
• “SAFETY TRUMPS SPEED”
• 1.87 million total electric customers
• 145,000 gas customers
• 28,900 Distribution poles replaced
• 522 Transmission lines out of service
• 706 Substations out of service
• 29 fossil/1 nuclear units shut down
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A monumental support effort
Hurricane Rita Nationwide Response
Katrina …
10,200 tool workers
100 companies from
28 states
3500 support personnel
Hurricane Katrina Nationwide Response
Rita …
13,000 tool workers
130 companies from
32 states
4500 support personnel
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Combined Restoration Profile
Hurricanes Katrina and Rita Restorations
Customer Outage Profile by Restoration Days
(Outages as of 4PM Each Day)
1,200,000
Return to Service Customers
Katrina Landfall
Reconstruction Customers (Estimated 122,700)
1,000,000
Rita Landfall
Customers Out
800,000
600,000
400,000
200,000
LF 1 2 3
4 5 6 7 8
9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47
Restoration Days
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Safety Successes
Severity of Accidents
 74% MA
Great Team Work between Supervisors
& Safety Team
Contracting with the following services
to address Health Issues / Concerns
 Medcor; Acadian Ambulance
 First Aid; Vaccines
 US Risk Management
 Environmental Issues
Acquiring Additional Resources
 Trainers; Retirees; Off System & Contractor Safety
Specialists
Communications
 Company Handheld Radios
 Blackberries
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Safety Improvement Opportunities
3 Fatalities
Contractors
 Need to modify the method of procuring
contractors by reviewing LWDIR / RAI
 Need to revise contractor contract to include,
as a minimum, what is needed to work on
Entergy’s system
 PPE
 Tools & Equipment
 Work w/Utility Industry to promote Powersafe
Training for all contractors
Communications
 Improve Safety Orientations
 Need improved or additional means of
communications (i.e. satellite radios for safety leads; company handheld
radios for each safety rep)
Logistics
 Work closely w/Logistics on preparing Staging Sites to address
 #1 OSHA Recordable (i.e. bug bites)
 Safety Issues (i.e. Pole Pile Set-up; Traffic Plans)
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Human Resources challenges met…
Severity of Hurricane Katrina and
flooding meant accounting for all
employees in affected areas - 119
unaccounted for by Sept. 9; all
located by Sept. 14
Helped employees locate missing
family members
Continued salary and benefits for
all employees
Monitored and responded to
employee hotline
Facilitated time off for employees
to check on homes
Expanded on-site counseling
Temporarily modified medical and
pharmacy procedures and
requirements
Temporarily modified savings
plan to allow easier access to
funds
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Logistical Successes
Katrina
Rita
Logistics Teams Ready
 Logistics Plans in place and
drilled.
 Contacted Logistics suppliers
prior to event
 Staging area locations
identified.
 Logistics supplies and
equipment staged prior to
storm.
“System-wide” Logistics Effort
 Additional logistics support teams
provided from several sister
companies.
 Single point of contact for nuclear
and fossil generation logistics
resources.
 Common System Logistics Plan
helped all groups work together.
Flexible
 When staging sites were lost to
Gov’t agencies, new sites
activated.
 New logistics equipment
suppliers found.
 New forms of alternate lodging
identified and implemented.
“Self-contained” Mutual Assistance
Crews
 Several utilities came prepared to
support themselves.
 Helped reduce workload on the
Host utility.
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Logistical Challenges
Katrina
 Local logistics vendor network
seriously impacted by
hurricane.
 NOLA mass evacuation
compounded lodging problems
for restoration workers.
 Communications infrastructure
seriously damaged well inland
from the coast.
 Strong competition from other
utilities, businesses, and
governmental agencies for
needed logistics equipment and
supplies.
 Fuel shortages compounded
problem of moving acquired
logistics equipment and
supplies.
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Rita
 Many logistic resources already
committed to Katrina restoration.
 Houston mass evacuation
compounded lodging problems
for restoration workers.
 Gov’t agencies acquired some of
our primary staging sites.
 The limited local commercial
lodging was seriously damaged.
 Primary logistical staff members
already engaged in Katrina, other
employee volunteers had to meet
the new challenge.
 Very long period of restoration
support effort for both events
(45-50 days without break).
Logistical Stats
Hurricane
Katrina
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Hurricane
Rita
Landfall
Aug. 29, 2005
Sep. 24, 2005
Restoration Days
28 days
21 days
Customers
Affected
1,091,400
800,010
Major Staging
Sites Created
26 sites
20 sites
“Tent Cities”
Established
6 with 4,500 beds
6 with 4,750 beds
Meals Served
Over 715,000
Over 551,000
Bed Nights
Acquired
Over 224,000
Over 255,000
Logistics Workers
Involved
Over 185
Over 145
Tent City Images
Camp Katrina –
Waterford, LA
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C. Parker Center –
Port Arthur, TX
Katrina and Rita’s Phone Center & Credit Challenges
Katrina
1.99 million customer calls received; 46,708 calls received
per hour at the peak

New Orleans call center vacated for 23 days

Gretna Data Center loss:

Lost 50 percent of call handling capacity for 5 days

Lost connectivity to outsource call center in Atlanta
at peak of storm
Stopped all credit and collection activities from 8/25
through the week of 10/3 – no disconnect notices delivered,
no courtesy calls made, and no disconnects for nonpayment worked

Rita
1.23 million customer calls received

Beaumont call center vacated for 11 days
Credit and collection activities delayed further in the newly
affected areas. No non-payment disconnections made until
Nov. 1 in either the impacted or non-impacted areas.

Rolling outages in Texas due to generation/ transmission
restraints and load complicated answering customer
questions and providing accurate information
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Key external communications strategies
Good restoration & good
communications go hand in
hand – if one fails, they both fail
Whole company must speak
with one voice, using same facts
and same talk points
Select key messages every day and emphasize them
Open up the restoration process completely to media
scrutiny
Ask advice early from our peer companies in the “storm
belt”
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Key messages to rally our employees
Everyone still has a job, a paycheck and full benefits
We are trying to find all employees to make sure they are
safe
In restoring power, no employee will be put in harm’s way
Assistance is at hand for everything from financial aid
and stress counseling to filling prescriptions, replacing
clothing and filing insurance claims and finding housing
Entergy established The Power of Hope Fund and other
assistance programs
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Media Treatment
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Media Treatment
The Clarion-Ledger, Jackson, MS
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