New LIPA plan tackles power outage communications

Criticized for communications breakdowns during the power-zapping March nor'easter, the Long Island Power Authority has begun a three-part plan to get more and better information to customers and government officials during outages.

The new plan, detailed at a LIPA trustees meeting Thursday, includes automated outbound calls to customers impacted by storms to give status and estimates of restoration times.

Customers who waited nearly a week for power during the March storm complained loudly that LIPA left them in the dark - literally and figuratively. Affected ratepayers complained that not knowing expected repair times, or even if crews were dispatched, left them in limbo between staying home and making plans to leave.

"Their communications stunk and it seems like they are going to repair that," said Phil Healey, superintendent of public works at the Village of Lynbrook, a critic of the March storm response.

The new systems attempt to address the problem by being "proactive instead of reactive," said Bruce Germano, senior vice president of retail services.

LIPA has already put in place two systems designed to get information to people. A so-called reverse-911 system allows the authority to call thousands of customers impacted by an outage en masse to alert them to repair status. Germano said it was used this week in Great Neck.

Customers who call LIPA's recorded voice line can now leave a number to receive calls back detailing the progress of a repair.

In addition, LIPA is weeks away from upgrading its website to provide more specific details of areas impacted by outages and expected restoration times. Customers for the first time will be able to report an outage online. Similar systems are in use around the country.

At Thursday's meeting, LIPA chairman Howard Steinberg suggested the plan, expected to be phased in by July 17, may not be enough. Calling it a "good strategy," he added, "It strikes me that we have a long way to go."

He suggested LIPA consider a radio-based system like that used by schools to alert students to snow days, and added, "The problem I have with the Web is you need power" to access it.

Germano argued for keeping LIPA's customer service representatives at their current staffing level of 165-170 people during major outages. Contracting outside help from National Grid would demand a $4.5-million cost just to re-route phone calls. Hiring another outside firm would cost $5 to $7 per phone call.

LIPA's interactive voice recorder, the system that takes most calls during a storm, recently was upgraded to call back customers to update them on conditions. LIPA received around 100,000 calls a day during the March storm, which knocked out service to more than 269,000 at its height on March 14.

LIPA also plans to implement a cell phone text-messaging system with outage alerts and repair updates. LIPA put out a request for bids on the text-messaging system this week. The last phase of the system includes alerts to smart phones and PDAs.

LIPA also announced it will remain at its Uniondale headquarters for the next 13 years after a two-year search for an alternative location, saving $500,000 a year in rent and consolidating operations onto a single floor.

Thursday was the last trustee meeting for the agency's chief, Kevin Law as an officer. Law remains on the job through the end of August when he moves to the Long Island Association. A nationwide search for his replacement continues.