Gas Service Riser Survey
• The Gas Service Riser Replacement project is a five-year program to inspect all gas service risers in the LG&E system and replace targeted risers
• Customer Communications is a major emphasis of program— Letter to all customers at start of program— Customer commitment kick-off meeting with business
partners— Brochure and hangtag one to two weeks prior to work— Customers notified in person or by hangtag if
replacement necessary• Work is completed without appointment during
non-heating months (April – November) — Hangtag is left with customer if work is complete
and gas left off• Work completed by appointment only from
December - March
Gas Service Riser Survey
• Partnered with Bellamy Research to have customer satisfaction survey completed for residential customers who had risers replaced in summer of 2014
• Survey evaluated the following areas— Overall satisfaction— Recall and satisfaction with communications— Technician performance and skills— Gas service restoration satisfaction
• A total of 600 surveys completed; 200 for each business partner
• All satisfaction questions based on a 10-point scale
Overall Satisfaction Scores
Overall Satisfaction Outside Technicians Inside Technicians
9.25 9.58 9.819.25 9.58 9.81
Technician Attributes
Attribute Outside Technician Inside Technician
Overall Handling 9.58 9.81
Careful with Property 9.47 9.88
Courtesy 9.79 9.88
Easy to Understand 9.84 9.86
Ability to Answer Questions
9.80 9.84
Professionalism 9.75 9.81
• Outside technicians also received score of 9.56 for cleaning up upon completion
Opportunities to Improve
• 6% of customers surveyed
• Care with property and service restoration (multiple calls) were primary causes
Other; 2Equipment
Issue; 4Technician In-
teraction; 5
Notification; 6
Service Restoration; 10
Care with Property; 16
Goshen Restoration Event
• 2,457 customers lost service due to isolating a section of the Ballardsville transmission line in response to a mechanical- fitting failure on the line
• Utilized Incident Command Structure for response and restoration efforts
• Work completed with zero company or business partner recordable; one minor motor vehicle incident
• Response…— Isolating separated section of line— Temporary repair to allow relights to begin— Permanent repair
• Restoration…— Turn off services and verify— Purge and repressure system— Relight customers
Goshen Restoration Event
• Resources— 250 plus field resources on Friday and Saturday
• About 100 company employees; 200 business partner employees– Six business partner companies– Gas Service Riser business partners were a major
resource— Additional 45 to 50 administrative and management
employees— Support from company groups including Communications,
Customer Service, Design, Electric Distribution, Facilities, IT, Legal, Retail and Sourcing
• 1,700 relights (69%) completed on day one of relights
• 90% plus completed by day two• Multiple visits to customers made on Friday and
Saturday• Multiple outbound calls made• About 50 customers have been unavailable to
accept service