Item 1: Briefing on February 2021 Winter Storm Event — original pdf

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Item 1 Austin Energy February Storm Briefing: Event Overview and Communications March 8, 2021 © 2018 Austin Energy Unprecedented Winter Weather Event in Texas Strains Electric Grid February 11-21 Sidney Jackson Deputy General Manager and Chief Operating Officer 2 100-Year Storm Event 3 Emergency Preparedness and Response Incident Command Austin Energy’s Incident Command has been operational since COVID-19 and pivoted to winter storm mode for this event. Crews were sequestered during the event. Distribution Crews Dozens of distribution crews were sequestered and worked through ice and snow to restore power. Customer Care The Utility Contact Center fielded thousands of calls during the winter storm. They were able to provide information to customers and help them with questions regarding outages. 4 Vegetation Impact to Power Lines • Polar Vortex event combined with multiple winter ice, snow and windstorms that crossed the area Feb. 11-18 • Ice accumulation increased during the events and weighed down limbs and overhanging power lines. • Falling trees, falling limbs and tree contact occurred during the entire period from Feb 11-18. This resulted in damage to active feeders and just-restored feeders as well as feeders out for load shed. • Frozen lines and vegetation created hazardous working conditions and contributed to increased restoration times 5 Phases of Extreme Winter Weather Event Impacts from Initial Ice and Snow Storms (2/11-2/14) ERCOT-Directed Outages (2/15-2/17) System Restoration and Recovery (2/18-2/2) 6 Overall Event Timeline (February 11-21) Ice Storm & Wind Ice Storms, Localized High Winds & crystalline Snow Storm Ice storm and freezing rain POLAR VORTEX & BELOW FREEZING EVENT ERCOT-DIRECTED OUTAGES FEB. 11 12 13 14 15 16 17 18 19 20 FEB. 21 Customers restored after Feb. 11 ice storm; However, new outages started coming in ERCOT IMPACTS TO AE RESTORATION Incremental loading on trees and branches from ice events Challenges • • Falling debris continued during the entire series of events • Load shed feeders that were out from ERCOT actions were also damaged by falling debris • Depth of ERCOT reductions resulted in lengthy feeder outages • Lengthy outages required AE Crews to segment feeders due to Cold Load pick-up; Some issues with iced-up line switches • Road travel difficult and slow for AE Crews 100% Customers restored after ice storms and restoration issues from mandated ERCOT outages This slide is demonstrative as the weather varies across the footprint of the AE service area and the larger transmission system 7 Rapid Escalation of ERCOT Emergency on February 15 Source: ERCOT Board Presentation (February 24, 2021) 8 Austin Energy’s Diverse Generation Resource Portfolio Performed Well Supply by Fuel Source versus Austin Energy Load ERCOT Load Shed Directive Initiated 3500 3000 2500 2000 1500 1000 500 0 20210211 20210212 20210213 20210214 20210215 20210216 20210217 20210218 20210219 Nuclear Coal Natural Gas Wind Solar AE Net Load 9 Outage Reporting is Important to our Customers 10 Internal Review Efforts • After Action Review: Assessing what worked well and what did not work well leading up to, during, and after event with input from Austin Energy staff who supported our preparation and response • Recommendations for Improvement: Identification of lessons learned and accompanying process improvements, policy changes, and other recommendations for implementation prior to the upcoming summer and winter seasons when ERCOT demand is highest • Stakeholder Input: We will be seeking input from policymakers, customers, and other external stakeholders to help complete the above actions. 11 Austin Energy Communications Marissa Monroy Director of Communications 12 Winter Storm Communications: Feb. 11-12 Key messages: Incoming ice storm, energy conservation, outage preparation •Provided live media interviews on nearly every local morning news program to discuss incoming storm, energy conservation and outage preparation •Responded to numerous media inquiries about incoming storm •Shared social media messaging across multiple platforms •Website updates 13 Winter Storm Communications: Feb. 11 - 12 News release: Feb. 11, 2021 Media interview: Feb. 11, 2021 Social media: Feb. 11, 2021 Media interview: Feb. 11, 2021 14 Winter Storm Communications: Feb. 13-14 Key Messages: outage restoration, incoming winter storm, outage preparation, energy conservation • Facilitated virtual news conference and media Q&A - Feb. 13 and 14 • Provided Mayor & Council with communication about key messaging • Emailed COA utility customers about energy conservation • Emailed NewsFlash to Key Accounts customers to encourage conservation • Messaging to 311 and City of Austin Utilities Call Center staff about conservation and preparation 15 Winter Storm Communications: Feb. 13 - 14 Media Q&A: Feb. 13, 2021 Social media: Feb. 13, 2021 Social media: Feb. 14, 2021 16 Communications: Energy Emergency Alert, Feb. 15 EEA 1 – 12:15 a.m. • News release • Updated websites • Sent NewsFlash • Shared social media messaging EEA 2 – 1:07 a.m. • News release • Updated websites • Sent NewsFlash • Shared social media messaging EEA 3 – 1:23 a.m. • News release • Updated websites • Sent NewsFlash • Shared social media messaging • Communicated update to HSEM, CPIO, Austin Water and 311 • Communicated update to HSEM, CPIO, Austin Water and 311 • Communicated update to HSEM, CPIO, Austin Water and 311 All communication completed within 30 minutes of ERCOT issuing EEAs. • Email to Mayor and Council • Warn Central Texas alert (English & Spanish) 17 Communications – Energy Emergency Alert, Feb. 15 Social media: Feb. 15, 2021 Warn Central Texas Message: Feb. 15, 2021 Website Updates: Feb. 14 and Feb. 15, 2021 18 Communications: Feb. 15 -21 Key Messages: extended outages, ongoing winter storm, conservation, critical load circuits, billing, scam awareness, and more • News releases • Media requests • Daily news conferences with Austin-Travis County leadership • 500+ social media messages about key messages and responding to individual questions • Memos and email updates to Mayor & Council for inclusion in emails and social media • Email to Key accounts about conservation and outages • Website updates about winter conditions, conservation, controlled outages and restoration efforts • Outage map updates with controlled outage information and banner alerts 19 Communications: Feb. 15 -21 AustinEnergy.com Website AustinEnergy.com Website COAUtilities.com webpage 20 Communications: Feb. 15 -21 Social media: Feb. 18, 2021 Infographic shared on social media, Feb. 21, 2021 21 Communications: Mayor & Council 22 Customer Care Kerry Overton Deputy General Manager and Chief Customer Officer 23 COA Utility Bills • Austin Energy customers are charged only for the power consumed • Existing rates were approved in the November 2020 rate tariff • AE and AW are working together on rate relief & billing adjustments • Recent Council Action: • February 25: • Suspension of all COA utility late fees • Upcoming Items for Council Consideration: • March 4 • Waiver of $20 service initiation fee for impacted residential customers • $10 bill credit for residential customers • $10 M ($5M from each AE & AW) for Plus 1 Emergency Financial Assistance Program 24 Where can customers go to get help? • For Customer Assistance Online or via phone: • www.austinbillhelp.com or call (512) 765-9721 • www.COAUtilities.com or call (512) 494-9400 • For Customer Assistance in Person: • North Austin Utility Customer Service Center 8716 Research Blvd. Ste # 115 25 Austin Energy is Actively Engaged in Policy Discussion and Regulatory Compliance Activities Tammy Cooper Vice President of Regulatory Affairs and Corporate Communications 26 Austin Energy is Actively Engaging with Oversight Bodies 27 ©2018 Austin Energy. All rights reserved. Austin Energy and the Austin Energy logo and combinations thereof are trademarks of Austin Energy, the electric department of the City of Austin, Texas. Other names are for informational purposes only and may be trademarks of their respective owners.