Download - Customer Oriented Reliability
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Customer Oriented Reliability
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Traditional Reliability Indexes Measure System Averages
CAIDI Measures Duration
SAIFI Measures Outage Frequency
SAIDI Measures Accumulated Time Off
MAIFI Measures Momentary Interruptions
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M L G W’s 2003 Reliability Performance
SAIFI 1.41 events
CAIDI 169 minutes
SAIDI 238 minutes
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Customer Average Interruption Duration Index
0.9
1
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1985 1986 1987 1988 1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003
5 YEAR WEIGHTED MOVING AVERAGES IN REDThrough First Quarter 2003
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SYSTEM AVERAGE INTERRUPTION FREQUENCY
1.2
1.4
1.6
1.8
2.0
2.2
2.4
2.6
2.8
1985 1987 1989 1991 1993 1995 1997 1999 2001 2003
5 YEAR MOVING AVERAGES (WEIGHTED)
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CUSTOMERS
EXPERIENCING
MULTIPLE
INTERRUPTIONS
0.00
20.00
40.00
60.00
80.00
100.00
%
of
C
U
S
T
O
M
E
R
S
1+ 2+ 3+ 4+ 5+ 6+N u m b e r of I n t e r r u p t i o n s
344,529
242,138
153,480
85,674
46,039
25,111
C. E. M. I. 2002
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What Reliability Do Customers Demand ??
“Your most unhappy customers are your greatest source of learning.”
-Bill Gates
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Analyzed Three Years of Customer Reliability Complaints
• Over 600 Complaints about Outage Frequency
• Over 250 Complaints about
Outage Duration
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0
20
40
60
80
100
120# O
F C
OM
PL
AIN
TS
PE
R 1
0,0
00 C
US
TO
ME
RS
Customer Complaint CatalystsOutage Duration
Less than4 hours
4 to 6hours
6 to 10hours
Over 10hours
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0
5
10
15
20
25
30
35
40# o
f C
om
pla
ints
per
10,0
00 C
usto
mers
1 Month6 Months Interruptions During 12 Months
222 33
3
4+
6+
4+
4
5
Customer Complaint CatalystsOutage Frequency
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Customer Oriented Reliability
Prevent Customers from Experiencing Over 3 Interruptions Per Year
Prevent Outage Events Over 10 Hours in Duration
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Strategic
Targeting of
Assets for
Reliability
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Reliability Strategies
• Effective line clearance (Hybrid 3-4-5 Cycle)
• Reduction in recurring events
• Strategically address root causes
• Target long-duration outages
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Tree Trimming
• Analyzed cycle and emergency trimming
• Hybrid 3-4-5 Plan
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Unfused Taps
• Isolate Interruptions to Small Numbers of Customers on Laterals by Installing Line Fuses
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Retrofitting Underground Cable
• Continue aggressive cable replacement for PE cable
• Replace PILC get-away cable that has reached end-of-life
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Reclosers & Sectionalizers
35 new reclosers
• Reduce number of customers interrupted
• Save wear and tear on station breaker
• Protect cable getaway• Speeds troubleshooting
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Under grounding circuits
Reduce exposure to trees, vehicles, & lightning by under grounding high-risk segments of circuits.
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Reliability Goals YTD February, 2004
Customers with more than 3 outages: 69
Customers with 10+ hours outages: 22
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