Daily briefing

September 28, 2018

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Standing Agenda

▪ Headlines
▪ Operational updates
▪ Communications
▪ Follow-up steps
▪ Topics for discussion, questions, and feedback

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Headlines on September 28

▪ We have now replaced more than a mile of pipe

▪ All 63 engineering packets have been completed
▪ To respond to feedback from Town Managers, Andover and North
Andover Temporary Heat assessments will be combined with full
damage assessments. This will minimize impact on customers’
schedules
▪ More than 4300 smoke detectors have been installed in the course
of Operation Temporary Heat, averaging more than 2 per dwelling
▪ The active distribution phase of Operation Hot Plate is complete
▪ Mobile Customer Care Centers are continuing to engage customers
and answer their questions; community feedback has been positive
▪ As a reminder, there will be a Career Fair Monday 9-12 in Lawrence
ValleyWorks Career Center for linguist recruiting
▪ National Guard will have completed their Hot Plate and Temporary
Heat logistics support mission today

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 10-day forecast

SOURCE: Weather.com as of 7:57am 9/28/18

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Commercial customers confirmed in service

Meter confirmed in service

Pending

Other commercial customers

Note: Multiple meters at or near the same location are represented as one larger dot on the map.
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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Operation Hot Plate (Final Update)

All resourcing (Thursday) Latest progress

Staff On staff (Thursday) ▪ Final day of distribution was Thursday 9/27

Nat’l. Guard 0 ▪ Hot plate inventory and training being provided to the
Andover and North Andover claims centers
Volunteers As needed

CLEAResult As needed

Inventory In stock
~6,250
Hot plates

Results (Thursday) Customer experience

Item Lawrence Andover North Andover ▪ Future distribution to be handled by the Andover and
North Andover claims center and the Lawrence Town
Hot plates Hall
5,500 1,017 922
delivered
▪ We thank our partners of the National Guard for their
efforts in this operation, which yielded positive feedback
from the community

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Operation Temp Heat

Update
Labor resourcing
▪ Field personnel arrived at 8:00 am Thursday and dispatched
shortly after
– ~90 crews dispatched Thursday
Resource On-the-ground (Thurs) Daily target
– National Guard continued to assist
Assessors ~110 ~100 – Heater installs Thursday were 17
~220 ~200 – There remain significant concerns about public safety.
Electricians
Heaters are only deployed to locations with a dedicated
Linguists 20 25 20 amp circuit
– More than 4300 smoke detectors have been installed
Nat’l Guard ~200-300 ~200

Customer Experience
▪ No future robo-calls or ”sorry we missed you”
communications
▪ Any customers who contact the call center are being told
Materials there is no need to schedule an appointment and heater
Equipment Confirmed assessment will occur during the full evaluation (Operation
Assess)
Space ~12K (large) ▪ All appointments after September 28 are being cancelled,
heater ~12K (small) and customers are told their heater assessment will occur as
part of the full evaluation (operation assess)

Smoke 28K Tracking and Completion

detectors ▪ Completion of one touch-point (e.g. knock on the door) for all
Lawrence customers anticipated by Friday, September 28
▪ Beginning tomorrow, across all three cities and towns,
distribution of Temporary Heat will be accomplished with
Operation Assessment

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Operation Temp Heat - Dashboard DATA AS OF 8:45 ON 9/28

Today 9/28 as of 8:45AM Cumulative

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Operation Assessment
Labor resourcing
On-the-ground Progress update
Resource 9/27 In process Target ▪ Successfully mobilized 200 resources (66 crews) to
Plumbers 79 180 380 complete over 240 assessments
Electricians 82 100 250 ▪ Averaging ~4 assessments per day per crew (2X
26 104 125
yesterday’s rate)
Linguists
▪ GRS is working to marshal additional resources to increase
Inspectors 12 10 10
crew numbers and output

▪ 70 Additional plumbers expected to deploy for weekend

▪ 50 Additional Assessors to be trained over weekend
▪ Expect to transition Temp Heat electricians to Assessment
Team over weekend Customer experience

▪ Linguists have been sourced from Lawrence,

KPIs for prior day Andover, and North Andover to effectively connect
with the community

~ 50% House line pipe pass rate ▪ The mission is complicated by assembling new teams
and onboarding them to represent Columbia Gas of
Massachusetts with our customer base. We are
taking feedback from customers and implementing
> 240 Assessments completed measures to educate and train teams to improve their
customer service
▪ Additional customer feedback informs us that
< 25% Missed appointment rate customers want more information on process and
expectations. This information will be rolled out in
additional training and process modifications

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Operation Assessment - Dashboard DATA AS OF 9:00 ON 9/28

Today 9/28 as of 9:00 AM Cumulative

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Construction
Labor resourcing: Crews planned Progress

9/28 9/29 10/1 10/2 10/3 ▪ Engineering packages complete

▪ Zone 1 (Andover) purge completed Thursday
21 21 24 24 24
Andover ▪ Main installed project to date 6,324
▪ Gas ready service lines to date 43
64 64 62 66 66 ▪ 18-25 crews will be deployed Sunday 9/30 to take
Lawrence
advantage of connections to existing intermediate-
6 6 37 37 37
pressure lines. This will be coordinated and represented
North in Saturday’s brief
Andover
32 32 32 31 31 Next 24 hours
Purges (all
areas) ▪ Zone 2 (Andover and North Andover) prep for purge
123 123 155 158 158 ▪ Zone 3 (Andover / Lawrence) begin purge
Total ▪ Zone 5 (Lawrence) purge continues
▪ Mains and services in all zones but Zone 7 (North
Andover / Lawrence)
Progress Update
Customer experience
Equipment Project to Date Target
▪ Daily meeting held with DPW of all three communities
Crew Count 88 195 (crew total) along with Environmental Partners to discuss
excavations & traffic control permitting
Service line Risk
76 (residential) 6,100 (residential total)
replaced (#)
▪ Inclement weather – Med
Main line TBD pending full
6,324 ▪ Resources - Low
replaced (ft) construction brief
▪ Materials - Low
▪ Permitting and Traffic Control - Low

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OPERATIONAL UPDATES
SUBJECT TO CHANGE

Customer and Community Support

Labor resourcing Latest progress
Resource Confirmed Target ▪ As of 9/27, 274 families (798 individuals) have been
Linguists 25 100 placed in alternative housing (since 9/13)
(full-time) ▪ Operation Temp Heat Exceptions: Conducting
personalized outreach to customers unable to receive a
Linguists Used to fill gap if not space heater to assess their needs and ensure their
79
(part-time) reaching 100 full-time needs are met
▪ Customer Care Centers leases:
Customer - 439 S. Union Street, Lawrence (Lease Signed)
care 10 in pipeline, 0 - 115 Main Street, North Andover (Negotiating Lease)
Target 15
advisors confirmed - 45 Main Street, Andover (Space planning review on
(full-time) Monday)

Customer experience
▪ Mobile Customer Care Centers:
Non-labor resources and metrics (Thursday as of 6pm) ▪ Interacted with 37 customers
▪ Questions focused on path to service restoration,
Resource Actual Target claims processing/status, & space heaters

RVs 3 3
Goals for next 24 hours
Number of ▪ Recruit for +5 Customer Care Centers & Team Leader
calls 1,710 N/A
(ongoing)
handled on ▪ Complete “Temp Heat” outbound calls for cancelled
prior day appointments

ASA1: CMA 9 30 seconds Risks

▪ Continue mitigation efforts with robo-calls to reduce call
ASA1: CR2 2 30 seconds volume spikes at care centers.

1 Average seconds to answer

2 CLEAResult
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COMMUNICATION UPDATE

Communications Update: September 28th SUBJECT TO CHANGE

Activity Update Channels/Timing

• Andover: Open Fri., Sept. 28 from 12 p.m. to 8 p.m.
• Lawrence: Open Fri.., Sept. 28 from 11 a.m. to 7 p.m.
Note: Location changed to 439 S. Union Street, • Posted on ColumbiaGasMA.com
Claims Centers
Lawrence • Posted on social channels
• North Andover: Open Fri., Sept. 28 from 12 p.m. to 8
p.m.

Assessments are continuing in Lawrence, Andover and

North Andover on Fri., Sept. 28. • Robo calls on Fri., Sept. 28 to provide customers scheduled for 10/1
Assessments
Note: Assessment now includes evaluation of space heat with 72-hour notice; 9/30 with 48-hour notice; 9/29 with 24-hour notice
requirements and installation of smoke alarms.

• Customer information on service restoration posted

on ColumbiaGasMA.com
Restoration
Overview of what to expect in the restoration process • Available in hand out in the mobile customer care and contact centers
Overview
• Shared with liaisons and Zone Commanders
• Potential media alert on update 9/28

• Posted on ColumbiaGasMA.com
Purging of the natural gas system is taking place in
Operations • Posted on social channels
Lawrence on Sept. 28.; intersections of Foster and
Update (Purge) • Liaisons provide updates to town contacts
Andover Streets, Marlboro and South Union Streets
• Daily DPW meetings with Construction Planning Team

Available for customers in Zones 2, 4 and 7 Fri., 9/27.

Exact location within each zone is still being finalized.
• 30 Groton Street, Lawrence, MA 01843 (Near Church) • Posted on ColumbiaGasMA.com once confirmed
Mobile Customer
• 115 Main Street, North Andover, MA 01845 (Retail • Shared with liaisons and Zone Commanders
Resource Centers
Parking Lot) • Facebook live on 9/27
• 209 N. Main Street, Andover, MA 01810 (Near
Shawsheen Plaza)

Imposter • Reminding customers to ask to see ID – that

• Posted on ColumbiaGasMA.com
Communications employees and contractors carry badges

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ACTION ITEMS
SUBJECT TO CHANGE

Status of follow-up steps

Category Item Status update

Provide a map brief where every crew is by zone, to each municipality Action underway; see detailed crew plan

Status of Holiday Inn temporary restoration CNG mitigation in progress

All operations

Provide breakdown of all resources deployed across entire effort on weekly basis Action underway

Update on customer notifications for construction work to come Additional messaging will be provided once
Communications engineering packages/workplans are fully defined

Fully map areas of construction and efforts by Oct 1 Brief scheduled for 10/1

Construction Construction schedule and map Brief scheduled for 10/1

Plan for early connections to medium-pressure lines Brief scheduled for 10/1

Revise assessment strategy in North Andover and Andover to include Temp Heat Action underway

Temp Heat List of customers unable to receive space heaters Action underway

Collect information on unpermitted housing units and temporary smoke detectors Ongoing with Operations Temp Heat / Assessment

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DISCUSSION TOPICS

Topics for discussion, questions, and feedback

▪ Mission Focus
▪ Zone orientation and zone commander
structure
▪ Purpose for Monday’s construction brief:
– Set baseline schedule for pipeline recovery
operations and dates for gas-ready meters.
– Mitigation plan will follow at a later date once
we assemble data from Operation
Assessment

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Contents

Appendix

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CONTACT

Columbia Gas Contact Information

Affected Customer Hotline (866)-388-3239

Property Claims Number (800)-590-5571

Emergency Line (800)-525-8222

Claims Center Locations (see website for availability)

429 South Union Street, Lawrence
20 Main St. Andover
115 Main St. North Andover

Job Fair Hotline (866) 960-7285

For online information visit www.columbiagasma.com

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DEFINITIONS

Definitions

Term Definition
Any service with a meter attached.
Customer

Customer type field defined as “commercial” customer in Customer Information System.

Business customer

Residential Customer type defined as “residential” customer in Customer Information System.

customer

Pipeline system for distributing gas within, but not limited to, a definable area, such as a mobile home
park, housing project, or apartment complex, where the operator purchases metered gas from an
Master Meter
outside source through a gas distribution pipeline system. One master meter shows up as one
customer in current data.
Pipeline system where one service line flows into an apparatus that has multiple meters. With current
Manifold data methods, customers on a manifold will be equal to the total number of meters on the manifold.

Crews have assessed your house or business and its appliances to plan for the repair and
Assessment replacement of your appliances, and all required inspections are performed.

All components up to the meter have been installed and tested, and gas is present.
Gas-ready

All inside work is completed and tested, with at least one appliance in your home or business
House-ready available for re-light.

A Columbia Gas representative has come to the home, installed the meter, tested it, and restored gas
Re-light service to the home or business.

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OPERATIONAL UPDATE APPENDIX

SUBJECT TO CHANGE
Assessment: Streets planned for 9/28

Note: Streets may be visited on multiple days

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OPERATIONAL UPDATE APPENDIX

SUBJECT TO CHANGE
Assessment: Streets planned for 9/29

Note: Streets may be visited on multiple days

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OPERATIONAL UPDATE APPENDIX

SUBJECT TO CHANGE
Assessment: Streets planned for 9/30

Note: Streets may be visited on multiple days

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