1. Best practice solutions for tomorrow’s energy companies Highlights Of “ Managing Emergencies” Best Practices Initiative APPA Engineering & Operations Technical Conference Memphis, Tennessee April 19, 2005 RDoades@doadesco.com Copyright 2005 TopMarks©

2. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Sponsorship of the Best Practices Initiative Memphis Light, Gas & Water Lower Colorado River Authority DEED Grant

3. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Two Main Deliverables Lessons Learned Report Emergency Management Checklist Manual

4. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Focus Primary—weather-related emergencies Secondary—human-caused emergencies and business continuity threats

5. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Our Approach Learn from best practice organizations Gather checklist information from many sources

6. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© E-surveys of 12 Organizations American Airlines America Trans Air AT&T City of Seattle Linn County Emergency Management Lucent Technologies North Central Texas Emergency Preparedness Northrop Grumman Puget Sound Energy SCANA Seattle City Light Tacoma Power

7. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Phone Interviews of Two Organizations Potomac Electric Power Public Service Electric & Gas

8. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© On-site Meetings with Four Best Practice Organizations Network Reliability and Interoperability Council/Lucent Technologies Puget Sound Energy Snohomish County PUD Tacoma Power

9. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Nine Important Lessons Learned Make emergency planning an on-going process Commit time and seasoned expertise to emergency planning Develop clear, actionable, role-defining action plans Institute effective and seamless internal organization teamwork Build well-established and well-structured regional liaisons

10. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Nine Important Lessons Learned (cont’d) Establish through and timely two-way employee communications Develop an integrated, centralized- control/decentralized-response emergency management model Make senior management champions of emergency preparedness Prepare emergency management procedures in readily accessible and easy-to-apply form

11. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Some Riveting Best Practice Quotes “Your emergency response will be only as good as your weakest regional alliance link.”—Lucent Technologies “The last thing we want in an emergency is to find that something went wrong because nobody was responsible.”—Puget Sound Energy “Effective emergency response is everyone’s job at our company.”—Potomac Electric Power “If we don’t communicate well in emergencies, we end up in ‘a world of hurt.’”—Snohomish PUD

12. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© Organization of Emergency Management Checklist Manual Three main sections—Readiness, Response, Review 21 checklists 101 pages

13. Copyright 2005 TopMarks© CRITICAL FACILITIES/SPECIAL POPULATIONS Utilities prioritize the needs of critical facilities and special populations so their service restoration can be scheduled as quickly as possible. In addition to the overall responsibility to serve these unique groups, failure to take care of them can lead to poor media coverage and an overall lowering of customer satisfaction. Checklist 14: Critical Facilities/Special Populations Question Priority Action For which of the following is there a procedure in place to provide information of restoration status? Government facilities? Yes No Are emergency shelter, medical supplies, and food available? Yes No Are back-up power systems in place for ailing populations (hospitals, senior residences)? Yes No Is there a registration procedure for special needs people living in private residences? Yes No Do facilities that house ailing populations have back-up power plans? Yes No Are systems in place to communicate directly with critical facilities? Yes No Are back-up systems in place for key government facilities? Yes No Do key government facilities have back-up power plans? Yes No Best practice solutions for tomorrow’s energy companies

14. Best practice solutions for tomorrow’s energy companies Copyright 2005 TopMarks© What To Do With the Results of the Initiative Discuss and address lessons learned both internally and with regional alliance partners Make the Emergency Management Checklist Manual a “living” document, keeping it continually updated Share the Manual with regional alliance partners MAKE SURE THAT YOU HAVE A COMPREHENSIVE, ALLIANCE-COORDINATED, EMERGENCY MANAGEMENT PLAN