Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

How CL&P Transformed its Emergency Preparedness - Ken Bowes, Connecticut Light & Power


Published on

Ken Bowes, a speaker at marcus evans Distribution Technology & Innovation Summit 2013, on the improvements that CL&P made on its outage management system.

Interview with: Ken Bowes, Vice President, Energy Delivery Services, Connecticut Light & Power

Published in: Business
  • Be the first to comment

  • Be the first to like this

How CL&P Transformed its Emergency Preparedness - Ken Bowes, Connecticut Light & Power

  1. 1. How CL&P Transformed its Emergency Preparedness very different. While some people were What technologies should utilities out of power for six days, it was better consider for the future? perceived overall. We actually received rewards for our recovery efforts and Having more information about the some positive comments from state status of customers and understanding officials, who had been fairly critical of where to deploy resources is a huge us after the first two storms. opportunity for power distribution companies today, whether it is customer Over that one-year period, what call center interfaces, interactive voice efforts were made to improve your response technology or automated emergency preparedness? metering infrastructure with a direct connection to the outage management We worked with the State of system.Interview with: Ken Bowes, Vice Connecticut, each of the 149 towns wePresident, Energy Delivery Services, serve, the American Red Cross and Once in place, the ability to turn thatConnecticut Light & Power other organizations, to improve our data into useful information is a key performance around the communi- component. Without such technologies, cations to our customers and major companies cannot put a work plan“Communication during a storm is the stakeholders. together that would allow them tomost important part of power estimate when power will be back on.restoration,” according to Ken Bowes, The first thing we did was name a Customers want to know when powerVice President, Energy Delivery Senior Vice President of Emergency will be restored. That is the biggestServices, Connecticut Light & Power Preparedness, as we recognized the need in our industry today. I always say(CL&P). With thousands of customers need for such a role, for someone to put restoration is 51 percent communicationimpacted by Tropical Storm Irene and in new processes, leverage existing and 49 percent actually putting theWinter Storm Alfred within six weeks, technology, and to make sure the lights back on.CL&P had to turn around the negative customer experience would be differentpublic reaction and perception of the the next We took our existing outage manage-A speaker at the marcus evans ment system, our call center and CustomersDistribution Technology & customer information systems, and builtInnovation Summit 2013, in Dallas, a bridge between them, so customersTexas, April 22-23, Bowes outlines the would receive better information inwork that went into improving CL&P’s a timely manner.outage management system, how itpaid off, and what utilities can learnfrom them. We developed various visualization tools, to understand damage better, the want to know when location of our crews, and be able toWhat led up to CL&P’s decision respond faster and allocate resourcesto improve its emergency more appropriately.preparedness?In 2011 Irene caused one of our largestoutages ever, impacting about half of Our discussions with 149 towns led to a list of mutually agreed upon priorities for the towns, to deal with crises on a power will be restoredour customers. Six weeks later, Alfred community basis. We enhanced theaffected almost two-thirds of our town liaison process we had, placing acustomers. These back-to-back storms skilled individual in each town’sset off a very negative public reaction emergency operations center, givingand perception of our company. There them tools to track damages and crewswere many investigations, expert in real-time.reports, and a long regulatory processaround new performance standards. We also enhanced our public information office, to convey a clear,When a third storm a year later affected concise and precise message to ourhalf of our customers, the outcome was stakeholders.
  2. 2. About the Distribution Technology & Innovation Summit 2013 The Energy Network - marcus evans Summits group delivers This unique forum will take place at the Hotel Intercontinental, Dallas, Texas, April peer-to-peer information on 22-23, 2013. Offering much more than any conference, exhibition or trade show, strategic matters, professional this exclusive meeting will bring together esteemed industry thought leaders and trends and breakthrough solution providers to a highly focused and interactive networking event. The innovations. Summit includes presentations on using technology to improve emergency preparedness, optimizing the use of smart grid technology as business drivers for growth and innovation and the best practices for distribution management systems implementation. Please note that the Summit is a closed business event and the number of participants strictly Contact limited. Sarin Kouyoumdjian-Gurunlian, Press Manager, marcus evans, Summits Division Tel: + 357 22 849 313 Email: For more information please send an email to All rights reserved. The above content may be republished or reproduced. Kindly inform us by sending an email to press@marcusevanscy.comAbout marcus evans Summitsmarcus evans Summits are high level business forums for the world’s leading decision-makers to meet, learn and discussstrategies and solutions. Held at exclusive locations around the world, these events provide attendees with a unique opportunity toindividually tailor their schedules of keynote presentations, think tanks, seminars and one-on-one business meetings.For more information, please visit: www.marcusevans.comUpcoming EventsGeneration Summit - www.generationsummit.comWind Power Summit - www.windpower-summit.comTo view the web version of this interview, please click here: