HOW UTILITIES RESPONDED TO SUPERSTORM SANDY

2013 Hurricane Sandy Responsiveness Study…State Governments and Electric Utilities Provided More Effective Emergency Responsiveness During Hurricane Sandy than Did Local and Federal Governments

21 February 2013 (J.D. Power & Associates)

“Overall, state governments and electric utilities provided more effective responsiveness and handling of the 2012 Hurricane Sandy emergency than did local and federal governments, according to the J.D. Power and Associates 2013 Hurricane Sandy Responsiveness Study…The emergency responsiveness of state governments and electric utilities (611 and 610, respectively, on a 1,000-point scale) surpass local governments (598) and the federal government (539) in overall responsiveness to the emergency [based on preparedness for the hurricane; efforts to support hurricane recovery; and effectiveness of communications.]…

“Hurricane Sandy's damage is estimated at $50 billion and is considered the second-costliest hurricane in U.S. history. During the October 2012 hurricane event, approximately 8.5 million customers lost power, and 65,000 utility workers responded from 80 utilities from nearly every state and Canada, dispatching crews and equipment to impacted areas.3 During the hurricane, 43 percent of all customers surveyed experienced a power outage lasting 24 hours or longer. The average outage duration among all customers surveyed was 48 hours…”

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“The Connecticut, Delaware and New Jersey state governments perform highest in the study…Ohio, Pennsylvania and West Virginia perform lowest…Customers in New Jersey, New York and West Virginia rate the federal government lowest…Maine and Maryland rate the federal government highest in responsiveness…Among customers with extensive outages (average length of 24 hours or longer)…Atlantic City Electric, Central Hudson Gas & Electric and PPL Electric Utilities…[and local governments] within the counties of Bronx New York, Burlington New Jersey and New Haven Connecticut [peformed well].

“…Customers received most of their information regarding the outage by calling their utility directly (37%); listening to radio or watching TV (29%); and going directly to their utility's website (17%). Nearly three-fourths (71%) of customers who made contact with their utility during the outage used their mobile cellphone or smartphone. Satisfaction is highest among customers who say they received proactive outbound communications, in which their utility sent emails, text messages or outbound phone calls…”

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