Ubits November/December 2016
Meter matters
Dec. 30 Incentive goal forms due
MyTPU.org/incentiveform
HISTORY & FUTURE
TPU considers advanced meter technology There’s no question about whether wireless, automated metering will be the way of the future for the utility industry. According to the American Public Power Association, in 2013 nearly 40% of all meters in the United States were advanced power meters. A national water research firm estimates that by the end of the decade, about 29% of the country’s water meters will be based on advance metering infrastructure (AMI) – an 11% increase compared to 2013. Tacoma Power and Tacoma Water recently developed a joint business case to help determine whether they will join other utilities in using AMI technology.
Benefits of AMI
Advanced meters record and send real-time data, and they can receive commands from utility system operators.
In this issue
With that comes both customer and utility benefits, some of which include: • Seeing the overall health and performance of the power and water systems in real time • Remotely connecting and disconnecting power • Providing customers timely consumption information • Getting detailed outage information to improve notifications and restoration times • Sensing water flows, pressure and leaks • Detecting theft and tampering • Expanding pre-payment programs • Enabling future customer products and services
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Q & A with Harley Johnson
Give through the Giving Tree
Bits & Pieces
Q&A with Harley Johnson
Harley Johnson is a T&D system operations supervisor in Tacoma Power’s Energy Control Center – the central hub where the utility monitors and controls its power system.
Q
How and when does Tacoma Power prepare for winter outages? Shortly before storm season, which is November through March, T&D starts with people prep. Employees with a role identified in our Emergency Response Plan meet for a training session to walk through different outage scenarios. Subject matter experts talk about who will do what, why and when. Another part of preparing for storm season outages is year-round preventive maintenance for equipment and assets. Since every storm has its own unique personality, we can’t always know exactly how we’ll handle it. But for some, when we can predict how hard and fast it will hit us, we’ll have a pre-storm meeting, stage crews so they’re waiting in the yard, and have resources on standby so we can send them right on out instead of having to call employees in from home. It improves our response and restoration times quite a bit.
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What improvements has T&D made over the years to better prevent and respond to outages? We’ve developed good business practices, including our tree trimming program. Because we’re so diligent and put forth the investment in trimming trees away from the power lines, we have fewer power outages and less impact when outages do happen. Every time we have a storm, we get together to assess and evolve. Some things that have come from those discussions are as simple as how we coordinate and plan amongst work groups, and how we use and leverage resources and improve processes. Another
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thing we’ve done is set up “make safe” crews that work ahead of the line crews who are hanging lines back up in the air. While the line crew is dealing with one issue, the “make safe” crew moves ahead to identify the next issue, fix smaller problems, and deal with secondary services, like communication lines, that are down. That helps with reducing the calls we receive and improves response times. We’ve also worked on improving our tools, like assigning crews smartphones and upgrading our outage management system (OMS).
Q
In an outage, what customer expectations have changed over the years and how has Tacoma Power responded? Outages seem to have more of an impact than ever before. A lot of people and businesses are not able to function without power. Everything comes to a screeching halt. People’s reliance on power for technology continues to grow. As technology increases, the demand for information grows, too. People want more and more info and they want it faster. We released an outage map for our customers because we recognized there was a significant need for it. Admittedly, we were behind the curve and a little hasty in the map and function we first provided. Many other utilities already had maps, so we did it quickly, knowing when we released it that it was a temporary solution. It was important that we provided an outage map, but it’s not mobile friendly or as feature rich as it needs to be. As such, it minimized the value to the customer. We’re working on the next version now, along with the capability to provide outage information by text message.
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Q
What groups across the utility are involved in an outage? The list is long! In T&D, we have a lot of different work groups: dispatchers, line electricians, wire electricians inside the substations, meter and relay technicians who work on the monitoring and system protection equipment, warehouse employees who provide the supplies, fleet who keep the vehicles maintained and ready, and finance and logistics who track resources, make payments and provide food for crews. Generation employees are often working behind the scenes to adjust or repair their equipment to respond to demand or issues stemming from an outage. Customer Services opens up the outage call center, on top of having representatives taking calls through the regular process. They input data into a system connected to the OMS so we can gather all reported outages in one place. Sometimes the outage call center is open 24/7, based on call volume. Community & Media Services is also involved. They act as the voice for the utility. CMS provides info to customers through social media and manages questions coming in. Customers want info quickly, and social media is how they get it. CMS also interfaces with media and reports outage numbers. Account executives are on call. They are dedicated customer service representatives for large customers who are very sensitive to outages, like industrial businesses, hospitals and schools. Account executives provide the specific information those businesses need to make operational and financial decisions. All of those utility teams provide and release information that all comes together through the Power dispatchers in the Energy Control Center, who act as the central command.
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DON’T WAIT!
Community Involvement Incentive Goal forms MyTPU.org/ due by Dec. 30 incentiveform
The end of the year is fast approaching, and so is the deadline to get your Community Involvement Incentive Goal completed, documented and turned in. You must submit your Community Involvement Goal activities by 5 p.m. on Friday, Dec. 30, using the online form at MyTPU.org/incentiveform. If your form is not submitted by this time, you will not qualify for the Community Involvement Goal (no exceptions). If necessary, employees can complete paper forms in the TPU Human Resources office or Community & Media Services office. Ineligible submissions will be returned to employees within two weeks of receipt. Employees must resubmit ineligible submissions with corrected information by the Dec. 30, 5 p.m. deadline.
Eligible submissions must include:
• A total of eight hours of eligible activities. • At least four hours of volunteer work for a 501(c)3 nonprofit
serving the poor or infirm. • No more than four hours of eligible donation credit. • Volunteer activities performed within TPU’s service territory. Employees can earn the Community Involvement Incentive Goal time as long as they have earned at least one Business Unit Goal and been employed with TPU at least six months during the calendar year. For more Incentive Program information, check out Unet or call Erika Tucci at 502-8225.
Give through the Giving Tree Help a child or senior who may not otherwise receive a gift this holiday season with the Salvation Army’s Giving Tree. Starting around Thanksgiving, gift tags will be available on the Giving Trees in the Director’s Office and at Tacoma Rail. Grab one – or a few! Tags for children have toy suggestions for a specific age and gender. Donated toys are set up in a store-like environment, where parents shop for gifts. Tags for seniors have a specific request for a specific person. The Salvation Army works with local assisted living facilities to make sure seniors who don’t have regular visits from friends or family still receive a gift and recognition. This is typically the only gift they get. Last year, TPU employees donated 210 senior and children’s gifts, making TPU the second largest Giving Tree in Pierce County, following the main tree at the Tacoma Mall.
HOW TO PREPARE GIFTS • Leave children’s gifts unwrapped so parents can see their options when shopping in the “store.” • Wrap seniors’ gifts and write the recipient’s name on the package. • Attach the Giving Tree tag on all gifts.
Last chance to volunteer Don’t miss these last few chances to earn Community Involvement Incentive Goal time: My Sister’s Pantry Serve clients a hot meal and help them choose food from the food bank.
Adopt-a-Family
Donate basic need items like toiletries and clothing for foster children and adults. Wish lists for individuals and departments who registered for the program will be available in early November.
Salvation Army mall volunteers
Wrap gifts for donations supporting Salvation Army at the Tacoma Mall. No experience necessary. Volunteers receive an hour credit for each hour worked or gift donated (up to four donation hours). To sign up, watch Newsline for more details or contact Erika Tucci at 502-8225.
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bits & pieces
NWPPA recognizes TPU’s communication and marketing
Community & Media Services (CMS) and Tacoma Power recently won multiple communication and marketing awards from the Northwest Public Power Association’s (NWPPA) Excellence in Communication contest. The award-winning work includes: • W e’ve Got a Rebate for That campaign created for Conservation Resources Management • TPU’s 2015 Annual Report • Employee magazine Ubits • Ubits’ Day in the Life series featuring Tacoma Power employee Kyrra Wilson • Tacoma Power’s Integrated Resource Plan publication NWPPA’s award program recognizes the top communication efforts from its member utilities and associations. This year’s competition marked a recordbreaking number of entries from 37 different groups.
“These awards acknowledge the great work and collaborative efforts of CMS and others in TPU,” said Deputy Director of Public Affairs Bob Mack. “The rebate campaign involved CMS, CRM, Market Development and contractors, and is an example of communications that highlight our programs that could benefit our customers. It’s great recognition for our dedicated employees working together.” TV Tacoma employee John Phillips also recently received an honorable mention for a video he produced for Tacoma Water on last year’s historic drought. The recognition came from the National Association of Telecommunications Officers and Advisors’ Government Programming Awards. It honors excellence in broadcast, cable, multimedia and electronic programming produced by local government agencies. John’s video was selected from 850 entries.
Tacoma Power celebrates Public Power and Careers in Energy Week
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Each year, October brings chilly temperatures and transforming leaves. It also brings a focus on two nationally recognized events held to promote electric utilities: Public Power Week (Oct. 2-8), sponsored by the American Public Power Association, followed by Careers in Energy Week (Oct. 17-21), coordinated in Washington state by the Center of Excellence for Clean Energy at Centralia College. “Tacoma Power, one of 2,000 public power utilities nationwide, has been providing reliable, clean, renewable and cost-effective hydroelectric power for more than 100 years,” said Generation Manager Pat McCarty. “These events shed light on the importance of public power,
as well as ways we can attract our next generation of employees.” Tacoma Power has participated in Public Power Week in a variety of ways, such as hosting a table in the TPU lobby with informational handouts, inviting “These events shed light on the importance of public power, as well as ways we can attract our next generation of employees.”
guest speakers onto TV Tacoma, asking Tacoma’s mayor to make an official proclamation and running ads on public radio. The Careers in Energy Week promotion generally extends throughout the year. There have been school
visits, social media connections and materials given to students and teachers from the Center for Energy Workforce Development at Centralia College and the Hydro Research Foundation. “When we talk to students, we provide the basics of how we generate, transmit and distribute electricity, ways to use electricity wisely and how to stay safe around this powerful force,” said Community Relations Officer Randy Stearnes. “The materials give insight to the training required to work at places like Tacoma Power, which helps students consider career options and gives perspective and appreciation for the work done to provide such an essential service.”
Free lead testing kits available to all customers Earlier this year, Tacoma Water offered free lead testing for customers whose water services may have lead goosenecks, a short piece of lead pipe connected to the water main. So far, about 120 customers have completed the process; the results from the samples they provided are well below the regulatory level for lead. Tacoma Water is now offering free lead testing to all Tacoma Water customers. “While water from the utility’s system is safe, we want to give “We hope that people who have questions about their water will take advantage of this free testing program.”
all customers an added degree of confidence in their water,” said Craig Downs with the Water Quality group. “We hope that people who have questions about their water will take advantage of this free testing program.”
How it works
Tacoma Water sends the kit, which includes instructions, sample bottles, a postage-paid return envelope and an information card to be completed by the customer. The customer then sends the water sample and information card to the utility; Tacoma Water processes it and provides it to an independent, state-certified lab for analysis. The results of the analysis will be shared with customers through a letter about eight weeks later. Although the test results are considered public information, the address associated with the test results is not public information and will not be shared. Customers may order a kit by going to TacomaWater.com/ TestKit. They may also get a kit by emailing waterquality@ cityoftacoma.org or calling 502-8207.
SURVEY SAYS
Customers saying good things about new utility bill Tacoma Public Utilities customers can expect something much different when they open their next utility bill: clarity. The utility launched a completely revamped billing statement and started mailing them in late September. The new design is easier to read, clearly outlines the services customers are paying for and includes new features that customers expect, like the average cost per day and tax information for each service. “We know no one looks forward to receiving a utility bill,” said Tacoma Public Utilities Director Bill Gaines. “We can’t change that, but we can make the bill easy for our customers to understand.” The new bill received overwhelmingly positive feedback from both business and residential customers.
Here’s what some customers had to say: • “ It looks so friendly! I can finally see what my bill consists of. This bill format makes me want to pay my bill now!” • “I like the design of the front page with the simplified breakdown of each service.” • “The details on the back really make it clear where each portion of the bill is coming from.” • “The pertinent information is very easy to find and understand.” • “I love the icons for the different services that are on the bill.” • “It’s very readable, well organized and has a clean look.” So, now the bill is perfect, right? Not quite. The utility got it is as close as possible with the time and money budgeted for the project. Planned enhancements and information gathered from customers will help define potential future improvements. The $1.4 million project cost each customer about $7 to have a bill that’s readable and understandable. Project funds were planned into the 2015/16 budget, so the cost is embedded in the current rates.
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Tacoma Water focuses on water supply When the water year came to a close in October, Tacoma Water was able to report that water supplies were healthy and available to meet demands, despite a record dry spring. That’s an indication of not only the adequacy of the utility’s supplies but its resilience and ability to recover after a drought year.
Long-term plan
In 2016, Tacoma Water put a renewed focus on long-term supply planning. Even though the utility is in the fortunate position of having surplus supply, given the range of weather and climate conditions possible in the future, along with changes to the regulatory landscape, it’s important to regularly update the forecast and water supply model. That’s why Tacoma Water has begun developing an Integrated Resource Plan (IRP).
Near-term plan
The utility will also continue its near-term water supply planning, which gives an indication of what’s coming in the next few months. In the course of that planning, staff compares nine indicators – including snowpack, weather forecasts, rainfall and river inflow – and evaluates how they interact with each other at different times of year. They use that information to create a plan to meet customer needs as well as the needs of fish. Since the utility has multiple supply options, the planning includes using river water, stored water, local groundwater as well as groundwater from the watershed. In 2015, Tacoma Water, in support of its commitment to protect fish flows for critical fall runs, used a number of backup resource options, including
AMI considerations We have history
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Despite the many benefits of AMI, TPU hasn’t been able to justify the infrastructure investment in the past when considering the technology’s cost alone. “Because the utility has a condensed footprint, low rates and operating efficiencies, the financial figures in business cases from 2008 to 2014 have prevented an AMI project,” said Utility Technology Services’ Joe Tellez, who is leading the development of the latest AMI business case. So why is TPU still considering AMI? The utility is now looking at more than cost alone. Tacoma Power and Tacoma Water’s latest strategic plans call for a business case that focuses more on the benefits AMI data provides for the utility and how it can help meet customer needs. “A business case based solely on quantifiable benefits does not speak to the capabilities and operational insights
buying water from a neighboring utility. The utility’s commitment to providing reliable service to customers depends on being able to predict water supply challenges and make decisions in real time, along with understanding long-term reliability of our supplies. The work associated with the IRP will improve the tools and information we have to support these decisions daily and in the long term.
Interesting history of supply
While Tacoma Water manages its supply for the future, it’s interesting to look at where we’ve been. Average water use peaked
in the 1980s, at 80 million gallons per day. That left about 18 million gallons of excess average daily supply capacity. Today, even with the addition of the Second Supply Project, average use is much lower (50 million gallons per day). Excess capacity is now around 60 million gallons per day. That the daily use has decreased despite population growth is a testament to several factors, including the Northwest conservation ethic, updated plumbing codes and improved water use practices at industrial facilities.
continued from page 1 enabled by the data AMI provides,” Joe said. “AMI is considered a strategic investment and a requisite technology for the modern utility.”
Driven by data The shift in focus is a result of what’s happening in the utility industry. Utilities are reinventing their systems to meet customers’ expectations for digital tools. “Customers want data,” Joe said. “They want lots of it, in a timely manner and made available on a variety of devices. An AMI system is the digital solution that provides the information, responses and services customers expect.” The information provided by an AMI system won’t only benefit customers. The business case also outlines the value it can provide to TPU’s operations. “A huge part of the business case is defining how we would run an AMIenabled utility,” Joe said. “We have to know what to do with the data and how
to use it to improve business processes. We’ve looked at studies that show how other utilities did business before and after AMI so we can help position TPU to leverage the data right from the start.” For example, in a power outage, real-time data would quickly tell system operators exactly where the outage is, instead of crews patrolling the line looking for the problem. Crews would be able to focus on fixing the problem more quickly, rather than spending time looking for it. With instant outage location information, affected customers could be alerted immediately. “Over time, we expect a transformation in the way TPU operates,” Joe said. “We’ll do work based on data and analytics from the AMI system. We’ll know about metering issues and other system problems before customers do. We’ll eventually rely less on information from the field and more on timely, precise data generated from the system.”
Water superintendent to retire After 36 years with Tacoma Water, Superintendent Linda McCrea plans to retire in April 2017. Following are excerpts from her retirement announcement:
“Even with a growing population in our area, the forecast for water demand is fairly flat for the next 50 years,” said Water Supply Manager Glen George. “Still, we will continue to work individually and with regional utilities to assess water supply and prepare for changes that come our way.”
“ It is with great excitement and a little fear that I’ve decided to retire. I must admit that I have a hard time imagining myself without Tacoma Water. This is where I have spent my entire career. “ I’ve had so many exciting opportunities and experiences along the way. Through it all though, the people I have worked with have been the highlight for me. We have celebrated our successes, responded to emergencies and weathered crises together. We are fortunate to work in an industry where people help each other out and build partnerships to accomplish more together. “ I make the move to retirement knowing Tacoma Water is fully invested in the fundamental mission of providing clean, reliable water to our customers – and fully capable of adapting to whatever changes come next.” A comprehensive story highlighting Linda’s career with Tacoma Water will be published in the March/April 2017 edition of Ubits.
Who’s new around here Moving forward For now, the project is still in the early planning stages. The Public Utility Board heard about key points in the AMI business case in October. Next steps include developing a governance model, implementation schedule spanning the next four years, and a financial model for the program. TPU also will begin developing a communications strategy now to help customers and other key stakeholders understand the project. “The meters and infrastructure are no longer flashy, new technology,” Joe said. “They’ve become more commonplace and we’re seeing commodity pricing. The industry has gone from multiple providers to a select few who have standardized the equipment, interoperability, services and processes. Considering the cost, utility benefit and customer expectations, there’s never been a better time to make an investment in AMI.”
Michael Bostrom Engineering technician Tacoma Water
Matthew Farrington Utility services specialist Tacoma Power
Joseph Hager Grounds maintenance worker Tacoma Power
Anne Jackson Supervisor Tacoma Power
Patrick McFadden Telecom network technician Tacoma Power
James Stone Hydro utility worker Tacoma Power
Tihomir Vidusic Engineer Tacoma Power
Jennifer Welch Utility services representative Tacoma Power
Cole Wimbles Hydro utility worker Tacoma Power
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Tacoma Public Utilities PO Box 11007 • Tacoma WA 98411
PRSRT STD US POSTAGE PAID TACOMA WA PERMIT NO 2
PILOT PROGRAM
Conservation uses video chat to inspect contractors’ work
Ubits is a publication for Tacoma Public Utilities employees and is provided as a courtesy to retirees. Jenae Elliott, editor cms@cityoftacoma.org • (253) 502-8754
Some people use Skype and Facetime to video chat with grandkids or family members. Now, Tacoma Power’s Conservation Resources Management (CRM) staff use tools like those to inspect the installation of energy-efficiency projects like ductless heat pumps, insulation and replacement windows in customers’ homes. A video chat inspection pilot, spearheaded by Conservation Coordinators Jordan Whiteley and Sara Bowles, shows how video technology can replace visual, on-site inspections, which reduces inspection quantity, time and costs. While Conservation staff sits at a computer at TPU, contractors use video chat apps on a mobile device to record, show and provide staff answers about their work, just like they would if the inspector was on site. A typical ductless heat pump inspection takes about 15 minutes to complete on site, whereas a video chat inspection only takes about six minutes. The greatest time savings, however, comes from eliminating travel time to and from a customer’s home, and when re-inspections or additional mechanical or electrical inspections are needed. “If an inspection fails, contractors must correct the work and schedule yet another
inspection,” said Residential Energy Conservation Supervisor Nancy Oakley. “In other cases, there are multiple inspections that need to happen on top of the efficiency inspection. That can confuse and frustrate customers, so we hope to alleviate that by telling them we can do it faster and easier than ever before with video.” The benefits of video chat inspections don’t end there. During the video chat, staff has the opportunity to share information about other energy-savings rebates with customers. Contractors said they like the faster payment process and immediacy of self-check that comes with video chat inspection. It also allows them to correct installation issues without returning to the home for a second visit. Customers said they like those changes, too. “Telling customers who work during the day that we can cater to their schedule and inspect directly with the installers through video is a huge benefit,” Jordan said. “Customers can take less time off work, contractors can get rebates paid out faster and the utility can inspect more projects in less time.” The utility performed 37 video chat inspections during the pilot, which began in June. Tacoma Power plans to implement the new video tools fully in 2017, which involves recruiting more contractors to participate and additional support from staff and supervisors. CRM will also determine if other areas in the utility may find video chat inspections useful.