Getting ready for storms
 Getting ready for storms
Utilities hope to keep customers informed
By Brian McBride News-Gazette Staff Writer
Three electrical utilities serving Osceola County are powering up hurricane readiness plans in preparation of the new storm season.
The Kissimmee Utility Authority, Progress Energy Florida and the Orlando Utilities Commission are launching new technologies, increasing employee training and soliciting customer input through neighborhood meetings. Hurricane season began June 1 and runs through November. Hurricane Charley, the most devastating of the three storms that invaded Central Florida last year, knocked out KUA's entire customer base in August. More than 50,000 customers were without power, some up to two weeks.
"I don't think anyone expected the magnitude of that disaster," said KUA spokesman Chris Gent.
Criticized by customers and some local government officials about communication on power restoration efforts, KUA called for an independent evaluation by consulting firm James Lee Witt Associates of Washington, D.C., in December. The report by the company headed by the director of the Federal Emergency Management Administration for eight years stated that KUA should improve its emergency preparedness plan and communication.
New technology implemented this season will allow KUA to deliver periodic text messages to pagers and cellular phones with updates on power restoration progress through a restoration alert system.
After a hurricane or severe storm passes through the area knocking out power to customers for an extended time, KUA will deliver periodic text messages with updates on power restoration progress in Kissimmee. Customers can receive the alerts through their inbox or other e-mail-enabled mobile devices like pagers and cellular phones.
In addition, KUA has updated its hurricane handbook to include "lessons learned" from the 2004 season, Gent said.
"We realized what the needs were going to be," Gent added.
Included in the handbook, which was downloaded more than 1,000 times off KUA's Web site when it was first online on May 18, includes a power outage and restoration section explaining responsibilities of both the utility and the customer. For example, the handbook instructs that the customer is responsible for internal electrical repairs before service can be restored. In some cases last year, electrical meters were damaged by the storm preventing KUA from restoring power.
Other measures KUA put forth included:
• Establishment of a voice broadcasting system to notify residents by telephone of restoration issues. This system works similar to a reverse-911 system.
• Development of community meetings to provide storm preparation information to residents.
• Joint application with the city of Kissimmee and the Osceola County School District for a low-powered FM radio station. The station, WKOF 93.7, was granted by the FCC for KUA to communicate directly to Osceola residents. Installation of equipment is scheduled by June 2006.
• KUA is working with other agencies to develop a joint restoration priority list, taking into account the community's needs as well as KUA's infrastructure.
After a thorough review of its response last year, Progress Energy initiated numerous enhancements in its comprehensive storm plan.
"Four hurricanes in six weeks taught us valuable lessons that we have made part of our planning for this year," said David McDonald, Progress Energy's system storm coordinator. "By learning from our past performance, we can improve our storm response and restore power as soon as possible after severe weather."
A total of 502,000 customers lost power after Charley in Progress Energy's service area, which includes Osceola, Orange, Lake, Seminole, Highlands, Hardee and Polk counties.
In response, Progress Energy is touting its 24-hour automated outage line at 1-800-228-8485. It will provide the same information a consumer would receive from a customer service representative and offers an option for a return call once new information about power restoration is available.
"Our customers have told us they want timely and accurate power restoration times," said Willete Morman-Perry, utility customer service director."
Other enhancements included:
• Increased pre-season communication with customers regarding tree-trimming and debris removal.
• Enhanced training for utility employees who will support local emergency operations centers.
• Improved identification of special needs customers for prioritization purposes.
• More effective lodging options for out-of-town crews and contractors.
And since May 5, Orlando Utilities Commission has conducted a neighborhood outreach program throughout its service area, including the city of St. Cloud, to discuss hurricane preparation and power restoration.
Meetings on May 24 and May 25 were held at St. Cloud City Hall.
"It helps us to listen to what out customers' frustrations are," said OUC spokesman Grant Heston.
Hurricane guides were offered at the meetings and OUC and city officials were present to discuss emergency response, stormwater, trees and other safety issues.
"It was really quite productive," Heston said.
The meetings, which run through June 16, are scheduled on its Web site at www.OUC.com
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