1. Benchmarking Topic Best Practices Executive Roundtable Presentation
JUNE XX, 2013
Benchmarking Topic
Best Practices Executive Roundtable Presentation
Michigan Gas Utilities
Bill Gruhlke
Senior Engineer
(920) ;

2. Company Background Metrics Number of Customers = 166,495
Miles of Main = 3,731
Number of Services = 164,794
Number of Employees = 153

3. Challenges
Historical average response time is 25 to 30 minutes, started slipping a few years ago.
Local dispatch moved to central dispatch a few years ago. Response time degraded due to dispatchers not knowing area and local morale.
Average response time was different across the districts (5). The difference was mainly in how the people were responding. Using different response protocols – i.e., finishing work versus leave immediately.
Semi-rural territory: travel time increases response time, especially in winter

4. Unique Practices or Processes
All first responders are trained to suspend non- emergency work or travel and immediately respond to the leak call.
Multiple union job classifications are trained in first response.
Notification includes a text message in addition to cell phone call. There is poor cell phone reception in some areas. Have had texts get through while phone call did not.
Use of an automated dispatch system after hours reduced dispatch time. (ARCOS)
Supervisors are notified when dispatch time exceeds 15 minutes. Supervisor can help direct response.

5. Highlights that would be included in Roundtable Presentation
Suspend all non-emergency work and immediately respond to leak.
Multiple first responder training and proper tools needed.
More thorough discussion of the after hour dispatch process (ARCOS).

6. Conclusion Conditioning people to respond immediately.
Don’t wait to respond if you’re “almost done”.

7. QUESTIONS