~TORObull Ganmiddot Yorke Tel 416middot3~7789 Director311 Toninto Fa~ 416-397-9919 Metro Hall 3rJ Moor 55 John Street foronlo Ontario

mwtorontoca311 ~~or~ 11 lomntoca

M5 V3C6

Jul) 4th 20 16

TO Lauren Kirk Manager Customer Care Toronto Hydro

FROM Gary Yorke Director 311 Toronto

SUBJECT Revised 31 I Toronto and Toronto Hydro MOl 2 on Power Outage Communication

Introduction

At its meeting on Octob1T 30 2013 Executive Committee adopted the motion that the City Council request the City Manager and the Deputy City ManYer and Chief Financial Otnccr to report to the Government Management Committee no later than february 2014 on a more coordinated approach between 311 Toronto and Toronto Hydro which would assist 311 Toronto in responding to Toronto residents during Emergency Events within the City A review ofthe events ahat took place as a result of the July 8 2013 stonn identified opportunities to impmve coordination between 311 Turonto and Toronto Hydro when responding to Toronto residents during Emergency Events

Further folio ing the December O 13 Ice Stonn City Council adopted 11 subsequent item relating to 311 Toronto and Toronto Hydro on July 8 2014 lt it) Council request 31 1 Tonmto and Toronto Hydro to expedite the development and execution of a Memorandum ol U nderstnnding that fonnall) documents the expectations and actions of both organizations to ensure co-ordination of communications in the short tenn infonnation and requests for service related to power outages for localized and widespread cvenL

Purpose

This Memorandum of Understanding (MOU I formal) docum1nts the cxpcclations and actions of31 I Toronto and Toronto H)dro (the Parties) to co-ordinate communications during localized and widespread power outage~

For greater certain) this MOU docs not include Cit Council Motion EX43 J bull ltcm 14 As directed b) council hem 14 is be addresstd by Toronto Hyd10 in a report to council scheduled for 02-2015

Pagel of 10

GM1413Attachment 1

Thi Parties m~mto btlr1

I(mllhbull H)dro i~ the Ci1y ofTorontos elcctricil) distributor that owns the I oca I grid ithin the Cit) and that through regulation and licensing h) the Ontario Encrg) Ooard ha- 1xLmiddotlu-i c repmsibilit) for the operation and maintinancc of that grid including during pmmiddotcr outa~cs

Tlm 1ugh sophistkatcd technology and skillcd prnfossiinal statt Toronto H)dro rnnstan1ly monitors th grid fiir 1 utagcs rccciHs information from customers about outages prCl idcs inlimna uircct ly and through suppnrting 10lllllUnicatiun lthannels about 1lUtagcs and responds Ill and rcmcdia1cs outngcs Toronto Ilydros high risk operating environment is managcd by 1he company thrN1gh skill- based hiring extcnsiH~ outage management training mcticulou outage response pn1ccsscs and situation-spccilic safot) meisures and comn1t1nication s

J I I oronto

1 I I I orontn i ~ the ( i1y of I ornn10 llllC stop shop for infornmtwn about ( it) operations In the 11ast 3 I I I ornnto has Ileen unable 10 adequately fulfil that mandate in respect of pcm er outlgcs During pt er outagegt 311 loronto is and should be one of the supponin_ communicHion channels u1ili1cI by Toronto Hydro as pan of its ou1agc management and risk reduction bullaratcg) Pobuller outages often occur at peak ltIll times for 111 Tllltllllll lcg storms tfoods) ltl11c tcH ith~rSlrvkc interruptions lts a result thc priority for 3 I I 1 oronw is tti provide th caller ilh informati11n atiout the status pfall service intrruptitins i nduding power mil ages Due to the sifo1y a11d other risk management ct~nsiltlcr11ions associated v ith pew er outages cal hrs shou Id always he emouragcd to address i~-ucs spctilic to pov er outages to I oronlo I lydro is the primary source for out1ge in formation

311 Torontos Role in 1 Power Out1gc Uclatcd Emiddotcnt

J 11 Joronlo nprescnls a single point ol entry (2417 365 da~ operation) for general inl1uiries andlllr scrv ice requests by cily residents I hcre arc channels the public ma t1sc to access 11 I middot1 oronlos service they include a live agent at the contact ccnlrc email fax wchsile and mohik applilations

In the event of an I mcrgcnc) h cnt in 1hc city JI I roronlo acts as a central hub for the coordination of communication ind incident rending as ell as ith the alcriing ofkey Divisions I crntivcs and ( 1uncil lf issue and risk to the Cit) s agtsets and residents I he Cil~ s sen ice agencies arc rcqu ired to hac mechanisms that 1ssurc the deliver) of accurate and timely informal ion to 311 Toronto

During a locali1ed or iltlespread pL1wc1 n11tagc it is csscnlial that the c(1tn1111111katio11 procccscs and a~sociatcd pro1ocnls arc ~1ro11gly aligned 31 l Iornnto requires the site of the power outage outage hlUudalic cs imatcd time or rcslllrati1m (LI OR) as vcll as resource d1ploymcn1 in ordr to provide time and accurate updates to 1hc Citys residents and Council upon rc4ucst

Toronto Hydros Role in a Power OutaJe-Rclatcd Eleni

Toronto H)dr 1 is responsible for prm itling safe and rcliltiblc po er 11 its customer in the Cit) I ~1rt1ntl1 11~ dros Electric Operations and (irid Ma111gcmcnt divi-ion is among l1thcr things responsible t(r grid rcliabilit) pmver outagi restoration nnd call centre management for localized ~iort duration power outages fypicall) for widespread longer durntion power outages andor f-mcrgcnc) bents middot1 1ro1110 I lydr1s lt middotuSlomcr Care Corporalc Communications and rvtunicipal Relations division is rcspon~iolc i( r call centre management and ex1c111nl communications including J 11 Toronto Clt1ord11ation 111d C ii) Councillors amiddot ell as media and stakd1oldcr mmwgcment

Page 2of10

11rtnto II) drn has made -1gni licant enhancements to its ou11gc manal1bull1111111 practies and proctdun~ since 1hc Dl ~mber 2013 kl ltorm and 1hc lmhpcndc111 R1 1_ Panel rcpo11 nn tha1 cclll 1id1 IS ithd June 18 201 -1 MorcOlI the ecr increasillt functionalit) or grid and 1011111u111ka1bull1ns tcchnology anJ the 11hit1uitou- adoption or cb-haed pcr1111al communications tg ~man phones social media) ire continuing to drive im111 at ion and enhanced tUgttomer and public engagement

I ti uldnss Cit~ l m1cil 11101111n~ I 0~ l Item 2 adnptcd ltktnhlr Ill 20 1 and uhcqucnt mot icbulln I X4 _- bull lteT 11 adopllbulld ~bullI a lt111ncil mlcling held Jul) H 9 and I 0 201-l I11m11to 11) dro and 3 11 111ro1110 -ta ff ha c hdd jnint orl-ing scssion- 10 document thl cpcctat illlh and acl ions nf ca1h part) ltb ii relate to the ct1ordination of wmmunicathm- during Pdeg er outigcs 011 a locali1cd anti iltlcgtprcad e cnt

I ht panic~ hat ~middot aluahd multiple a~s to achitC greater co1ltdination and imprmc custmcr I trcness ltluring power outage- and Fmcrgcn1) Fvcnt The resulting impnn cmcnb (planned unltlcrn a~ anJ or implemented) arc outlined as follm -

Process Cltanites - Toronto II drn has n iCcd and cnha111cd its outage communication proccsse- tn cn-un a ~ingk Clbullnistent anti timely message is availahle to all I omnto residcnb and -tach1lder The joint llring session identilictl th1middot information J 11 Toronto requires ttl be cffcctiHmiddot a~ Cll as methods to proactid) prm idc thi~ infornrntion 1t1 kc) ~ 11 I ormto conhut p1linh I hese critical steps are no cmhctldctl in 1J I foronto and I oronto I l)drn~ communication process with li111her improcments underwa)

Coordination of Message Communication - I orunto I l)dro is mo ing to an industl) hcst pra1tices approuh to responding to itlc-prcad pocr outages that includes three di 1inc1 communication phases During the initial phase Toronto H)dro scnds ere s to issc~s the 1m1gnitude or tht c ent On I) onte this pha h1i hcen emnplctcd is T1ront11 I lydrn ablt to prO ide a real istie ll era I I c cnt rcswrnt i1m time 1111I a gncrnl dcscripti11n or damamicroc to the tlistrihutinn -km During the Sle(llHI phase Toronto H) dro c alu1lcs the resource~ it lrn~ a aih1blc anti lllm best to dbtributc them icn~ the cit Once completed inl~llmiddotmation rclatetl to resource deplo) ment and ETOR for largt region of the dt~ j

lailahlc Dtirng th~middot 1l11nl pha~c Iltbullrontn H)dr1 dcplo)S eres lo prilbullritL~ed 11utagls and is 1hle to provide nwrc ac-matc I I OR- and inlimnatinn rdattd Ill the muagcs hcing orkcd on lhc pro1e~s changes 111en1i1lltcd ahO c arr spcdlkall) dcigned to communicale in line ith the three phases ltl1middotlmiddotrihcd

Technology ~~middotseems Upirsulcs - Toronto Hydro has recently implcmcnlcd a number of rdatcd llchnolog) upradc pn~1cch including the implementation of a new high 1)l11111e IVR ~ - -tem pncurcmcnt u bull d pan) IVR capadt) and enhancements to ils storm 11t11agc map and tcdm11k1g) e ahkmiddot indi idual out hound com1Hunicath1n on a large -cak

During large -1lc 1najlll Clnts in tht past J 11 fornnlo has rcteied a signilkant 11h11nl or plmer outage rclmed nib due 1lt1 hlephon) and IV R capadt) ct111straims at middot1 oro1110 H) tlro Cogni11111 111 the need 10 maintan comtlluniealil)llS ith its customer~ during major ecnt p1ner outages rorotlll I l~dro implemented a 1m1jecl tn replace i1s 1urrent IVR s~ sMn ith a llC S) stem tlwt ha~ approimatcl~ four ti111c ircatcr IV R 1apadt~ I he I IV R i 11tl opra111111a[ and ill ha c the bcuelieial -ide-dli~middot1 llf

rcd111ing 11 I I gtwntoi call olt1111cgt durin~ lhlic peal- periods

In additil1n f11r Cl) larg~middot I cnls Ioro11to II~ dr1bull has ct111traclcd a third pa11~ to prm idc an lr R ith unlimited cap1dt~ A ccntrnl rcquircmcnt 10 thi~ projc1middott as hl pro idc the capacity for the 11 foronto IVR t rcdind ctJ [s to lornnto I lydrn with the cpectalion lhat all call- ill he a11scrcd Both IV ft s~ stem~ uc ahk tn handle publit akt) is-ucs P ide glcbullhal and regimil ouragc 11pd1li tn

Page 3 of to

Thi Parties m~mto btlr1

I(mllhbull H)dro i~ the Ci1y ofTorontos elcctricil) distributor that owns the I oca I grid ithin the Cit) and that through regulation and licensing h) the Ontario Encrg) Ooard ha- 1xLmiddotlu-i c repmsibilit) for the operation and maintinancc of that grid including during pmmiddotcr outa~cs

Tlm 1ugh sophistkatcd technology and skillcd prnfossiinal statt Toronto H)dro rnnstan1ly monitors th grid fiir 1 utagcs rccciHs information from customers about outages prCl idcs inlimna uircct ly and through suppnrting 10lllllUnicatiun lthannels about 1lUtagcs and responds Ill and rcmcdia1cs outngcs Toronto Ilydros high risk operating environment is managcd by 1he company thrN1gh skill- based hiring extcnsiH~ outage management training mcticulou outage response pn1ccsscs and situation-spccilic safot) meisures and comn1t1nication s

J I I oronto

1 I I I orontn i ~ the ( i1y of I ornn10 llllC stop shop for infornmtwn about ( it) operations In the 11ast 3 I I I ornnto has Ileen unable 10 adequately fulfil that mandate in respect of pcm er outlgcs During pt er outagegt 311 loronto is and should be one of the supponin_ communicHion channels u1ili1cI by Toronto Hydro as pan of its ou1agc management and risk reduction bullaratcg) Pobuller outages often occur at peak ltIll times for 111 Tllltllllll lcg storms tfoods) ltl11c tcH ith~rSlrvkc interruptions lts a result thc priority for 3 I I 1 oronw is tti provide th caller ilh informati11n atiout the status pfall service intrruptitins i nduding power mil ages Due to the sifo1y a11d other risk management ct~nsiltlcr11ions associated v ith pew er outages cal hrs shou Id always he emouragcd to address i~-ucs spctilic to pov er outages to I oronlo I lydro is the primary source for out1ge in formation

311 Torontos Role in 1 Power Out1gc Uclatcd Emiddotcnt

J 11 Joronlo nprescnls a single point ol entry (2417 365 da~ operation) for general inl1uiries andlllr scrv ice requests by cily residents I hcre arc channels the public ma t1sc to access 11 I middot1 oronlos service they include a live agent at the contact ccnlrc email fax wchsile and mohik applilations

In the event of an I mcrgcnc) h cnt in 1hc city JI I roronlo acts as a central hub for the coordination of communication ind incident rending as ell as ith the alcriing ofkey Divisions I crntivcs and ( 1uncil lf issue and risk to the Cit) s agtsets and residents I he Cil~ s sen ice agencies arc rcqu ired to hac mechanisms that 1ssurc the deliver) of accurate and timely informal ion to 311 Toronto

During a locali1ed or iltlespread pL1wc1 n11tagc it is csscnlial that the c(1tn1111111katio11 procccscs and a~sociatcd pro1ocnls arc ~1ro11gly aligned 31 l Iornnto requires the site of the power outage outage hlUudalic cs imatcd time or rcslllrati1m (LI OR) as vcll as resource d1ploymcn1 in ordr to provide time and accurate updates to 1hc Citys residents and Council upon rc4ucst

Toronto Hydros Role in a Power OutaJe-Rclatcd Eleni

Toronto H)dr 1 is responsible for prm itling safe and rcliltiblc po er 11 its customer in the Cit) I ~1rt1ntl1 11~ dros Electric Operations and (irid Ma111gcmcnt divi-ion is among l1thcr things responsible t(r grid rcliabilit) pmver outagi restoration nnd call centre management for localized ~iort duration power outages fypicall) for widespread longer durntion power outages andor f-mcrgcnc) bents middot1 1ro1110 I lydr1s lt middotuSlomcr Care Corporalc Communications and rvtunicipal Relations division is rcspon~iolc i( r call centre management and ex1c111nl communications including J 11 Toronto Clt1ord11ation 111d C ii) Councillors amiddot ell as media and stakd1oldcr mmwgcment

Page 2of10

11rtnto II) drn has made -1gni licant enhancements to its ou11gc manal1bull1111111 practies and proctdun~ since 1hc Dl ~mber 2013 kl ltorm and 1hc lmhpcndc111 R1 1_ Panel rcpo11 nn tha1 cclll 1id1 IS ithd June 18 201 -1 MorcOlI the ecr increasillt functionalit) or grid and 1011111u111ka1bull1ns tcchnology anJ the 11hit1uitou- adoption or cb-haed pcr1111al communications tg ~man phones social media) ire continuing to drive im111 at ion and enhanced tUgttomer and public engagement

I ti uldnss Cit~ l m1cil 11101111n~ I 0~ l Item 2 adnptcd ltktnhlr Ill 20 1 and uhcqucnt mot icbulln I X4 _- bull lteT 11 adopllbulld ~bullI a lt111ncil mlcling held Jul) H 9 and I 0 201-l I11m11to 11) dro and 3 11 111ro1110 -ta ff ha c hdd jnint orl-ing scssion- 10 document thl cpcctat illlh and acl ions nf ca1h part) ltb ii relate to the ct1ordination of wmmunicathm- during Pdeg er outigcs 011 a locali1cd anti iltlcgtprcad e cnt

I ht panic~ hat ~middot aluahd multiple a~s to achitC greater co1ltdination and imprmc custmcr I trcness ltluring power outage- and Fmcrgcn1) Fvcnt The resulting impnn cmcnb (planned unltlcrn a~ anJ or implemented) arc outlined as follm -

Process Cltanites - Toronto II drn has n iCcd and cnha111cd its outage communication proccsse- tn cn-un a ~ingk Clbullnistent anti timely message is availahle to all I omnto residcnb and -tach1lder The joint llring session identilictl th1middot information J 11 Toronto requires ttl be cffcctiHmiddot a~ Cll as methods to proactid) prm idc thi~ infornrntion 1t1 kc) ~ 11 I ormto conhut p1linh I hese critical steps are no cmhctldctl in 1J I foronto and I oronto I l)drn~ communication process with li111her improcments underwa)

Coordination of Message Communication - I orunto I l)dro is mo ing to an industl) hcst pra1tices approuh to responding to itlc-prcad pocr outages that includes three di 1inc1 communication phases During the initial phase Toronto H)dro scnds ere s to issc~s the 1m1gnitude or tht c ent On I) onte this pha h1i hcen emnplctcd is T1ront11 I lydrn ablt to prO ide a real istie ll era I I c cnt rcswrnt i1m time 1111I a gncrnl dcscripti11n or damamicroc to the tlistrihutinn -km During the Sle(llHI phase Toronto H) dro c alu1lcs the resource~ it lrn~ a aih1blc anti lllm best to dbtributc them icn~ the cit Once completed inl~llmiddotmation rclatetl to resource deplo) ment and ETOR for largt region of the dt~ j

lailahlc Dtirng th~middot 1l11nl pha~c Iltbullrontn H)dr1 dcplo)S eres lo prilbullritL~ed 11utagls and is 1hle to provide nwrc ac-matc I I OR- and inlimnatinn rdattd Ill the muagcs hcing orkcd on lhc pro1e~s changes 111en1i1lltcd ahO c arr spcdlkall) dcigned to communicale in line ith the three phases ltl1middotlmiddotrihcd

Technology ~~middotseems Upirsulcs - Toronto Hydro has recently implcmcnlcd a number of rdatcd llchnolog) upradc pn~1cch including the implementation of a new high 1)l11111e IVR ~ - -tem pncurcmcnt u bull d pan) IVR capadt) and enhancements to ils storm 11t11agc map and tcdm11k1g) e ahkmiddot indi idual out hound com1Hunicath1n on a large -cak

During large -1lc 1najlll Clnts in tht past J 11 fornnlo has rcteied a signilkant 11h11nl or plmer outage rclmed nib due 1lt1 hlephon) and IV R capadt) ct111straims at middot1 oro1110 H) tlro Cogni11111 111 the need 10 maintan comtlluniealil)llS ith its customer~ during major ecnt p1ner outages rorotlll I l~dro implemented a 1m1jecl tn replace i1s 1urrent IVR s~ sMn ith a llC S) stem tlwt ha~ approimatcl~ four ti111c ircatcr IV R 1apadt~ I he I IV R i 11tl opra111111a[ and ill ha c the bcuelieial -ide-dli~middot1 llf

rcd111ing 11 I I gtwntoi call olt1111cgt durin~ lhlic peal- periods

In additil1n f11r Cl) larg~middot I cnls Ioro11to II~ dr1bull has ct111traclcd a third pa11~ to prm idc an lr R ith unlimited cap1dt~ A ccntrnl rcquircmcnt 10 thi~ projc1middott as hl pro idc the capacity for the 11 foronto IVR t rcdind ctJ [s to lornnto I lydrn with the cpectalion lhat all call- ill he a11scrcd Both IV ft s~ stem~ uc ahk tn handle publit akt) is-ucs P ide glcbullhal and regimil ouragc 11pd1li tn

Page 3 of to

11rtnto II) drn has made -1gni licant enhancements to its ou11gc manal1bull1111111 practies and proctdun~ since 1hc Dl ~mber 2013 kl ltorm and 1hc lmhpcndc111 R1 1_ Panel rcpo11 nn tha1 cclll 1id1 IS ithd June 18 201 -1 MorcOlI the ecr increasillt functionalit) or grid and 1011111u111ka1bull1ns tcchnology anJ the 11hit1uitou- adoption or cb-haed pcr1111al communications tg ~man phones social media) ire continuing to drive im111 at ion and enhanced tUgttomer and public engagement

I ti uldnss Cit~ l m1cil 11101111n~ I 0~ l Item 2 adnptcd ltktnhlr Ill 20 1 and uhcqucnt mot icbulln I X4 _- bull lteT 11 adopllbulld ~bullI a lt111ncil mlcling held Jul) H 9 and I 0 201-l I11m11to 11) dro and 3 11 111ro1110 -ta ff ha c hdd jnint orl-ing scssion- 10 document thl cpcctat illlh and acl ions nf ca1h part) ltb ii relate to the ct1ordination of wmmunicathm- during Pdeg er outigcs 011 a locali1cd anti iltlcgtprcad e cnt

I ht panic~ hat ~middot aluahd multiple a~s to achitC greater co1ltdination and imprmc custmcr I trcness ltluring power outage- and Fmcrgcn1) Fvcnt The resulting impnn cmcnb (planned unltlcrn a~ anJ or implemented) arc outlined as follm -

Process Cltanites - Toronto II drn has n iCcd and cnha111cd its outage communication proccsse- tn cn-un a ~ingk Clbullnistent anti timely message is availahle to all I omnto residcnb and -tach1lder The joint llring session identilictl th1middot information J 11 Toronto requires ttl be cffcctiHmiddot a~ Cll as methods to proactid) prm idc thi~ infornrntion 1t1 kc) ~ 11 I ormto conhut p1linh I hese critical steps are no cmhctldctl in 1J I foronto and I oronto I l)drn~ communication process with li111her improcments underwa)

Coordination of Message Communication - I orunto I l)dro is mo ing to an industl) hcst pra1tices approuh to responding to itlc-prcad pocr outages that includes three di 1inc1 communication phases During the initial phase Toronto H)dro scnds ere s to issc~s the 1m1gnitude or tht c ent On I) onte this pha h1i hcen emnplctcd is T1ront11 I lydrn ablt to prO ide a real istie ll era I I c cnt rcswrnt i1m time 1111I a gncrnl dcscripti11n or damamicroc to the tlistrihutinn -km During the Sle(llHI phase Toronto H) dro c alu1lcs the resource~ it lrn~ a aih1blc anti lllm best to dbtributc them icn~ the cit Once completed inl~llmiddotmation rclatetl to resource deplo) ment and ETOR for largt region of the dt~ j

lailahlc Dtirng th~middot 1l11nl pha~c Iltbullrontn H)dr1 dcplo)S eres lo prilbullritL~ed 11utagls and is 1hle to provide nwrc ac-matc I I OR- and inlimnatinn rdattd Ill the muagcs hcing orkcd on lhc pro1e~s changes 111en1i1lltcd ahO c arr spcdlkall) dcigned to communicale in line ith the three phases ltl1middotlmiddotrihcd

Technology ~~middotseems Upirsulcs - Toronto Hydro has recently implcmcnlcd a number of rdatcd llchnolog) upradc pn~1cch including the implementation of a new high 1)l11111e IVR ~ - -tem pncurcmcnt u bull d pan) IVR capadt) and enhancements to ils storm 11t11agc map and tcdm11k1g) e ahkmiddot indi idual out hound com1Hunicath1n on a large -cak

During large -1lc 1najlll Clnts in tht past J 11 fornnlo has rcteied a signilkant 11h11nl or plmer outage rclmed nib due 1lt1 hlephon) and IV R capadt) ct111straims at middot1 oro1110 H) tlro Cogni11111 111 the need 10 maintan comtlluniealil)llS ith its customer~ during major ecnt p1ner outages rorotlll I l~dro implemented a 1m1jecl tn replace i1s 1urrent IVR s~ sMn ith a llC S) stem tlwt ha~ approimatcl~ four ti111c ircatcr IV R 1apadt~ I he I IV R i 11tl opra111111a[ and ill ha c the bcuelieial -ide-dli~middot1 llf

rcd111ing 11 I I gtwntoi call olt1111cgt durin~ lhlic peal- periods

In additil1n f11r Cl) larg~middot I cnls Ioro11to II~ dr1bull has ct111traclcd a third pa11~ to prm idc an lr R ith unlimited cap1dt~ A ccntrnl rcquircmcnt 10 thi~ projc1middott as hl pro idc the capacity for the 11 foronto IVR t rcdind ctJ [s to lornnto I lydrn with the cpectalion lhat all call- ill he a11scrcd Both IV ft s~ stem~ uc ahk tn handle publit akt) is-ucs P ide glcbullhal and regimil ouragc 11pd1li tn

Page 3 of to

I1 rn1 to 11~ ha~ l11ha11ccd it- Ou11gc lap to ~lbullpp1nt the three phac- d6a1h1d ah11c c11~11ri11g

coiistcm~ th all 1lthcr c111111111111ic1ti1111 d111111cb hile 1b11 i111p111 ih plrlt1111ia111- nu 1111hik lkbull ilis 111 111111rniati1111 prlintld on th- 011t1gc Map 1hn 11 igns ith that pn1 idcd 10 11 Ion11110

du O er l 11tac

11i ~ 11 I 0H11 to and I o ftlllhl I l~dn1 joint Orking ~cs-i11n abl1 identilled lie i111pl1rta11ce c1f 1cll111in~ the numhr or Io 1110 I l)dni CllSIOllllrS al ling 11 I Pnllllll 1i11 p1mc1 lllllilgc update- I l 1 i ~ 1uld then all m 111 l orlll1to agents to l(1cus on rcs1w11di11g IO lllhcr Cit~ nlahd i~gtlll~ chiring au Fmcrgc111 hent Ii uppon 1hi lincliug Ioro11h1 ll~drn 11 impkmlnlid 1ich11ol11g hbull 1 ail lcI 111 phone -imicro11ifi1a111 p1111111i 11f it~ cus111mlr ha-1bull inuncd1a1eh Ioronto 1l~dw j ahk 111 IN 1111 - ap1hil11 111 i11111m cuslrnncrs thal their pltmcr i~ out 1m1 tth updalis aligned ith chc thnc phase~ hsrihid aho c and ~ f ~ middotmiddot o bull rd t 1tbullbullbullti - at 1bullbullh bulltrbullbull middotmiddot inn r c bull bullbullbull bull bull t ~ middotbullbull bullmiddot bullbullbullbullbullbull middotmiddotmiddot- bullbullbullbullbull bull - bull middotmiddot middot- -middotmiddot middot middot middot - - middot _

rclth1dng th need for cugtlllllle1 s 1n cal I e11her parl)

Htsourcin bull During I mergenc~ I 1nh I oronlo IIgt elm can no dcpln~ up lo RO epcncnccd laff train1d on outage mana~tmiddotmcnt public 1lctgt i~uc a11d the prmc of c1p1urin~middot r~ kilnl information In 111 customers B~ the enJ of O 15 I 01onto II~ Jrn ill ho in a p1hilio11 h1ri ii can dcplo~ all 11 its 1 hlomcr sen kc 111d 1u1-11urccd call ~cntr -tall and in an ctrcmc cl~llt 1111 fh1111 other nonshytraditional arltmiddotas s111h m l-im1nc1 vr I I umin Rcs11urccs

In summati~ll thi combin1tin11 or helter q11ali1~ and more timd~ information additional IVR caradl~ a Im gr pool 11f aailahlc agcut- a11d pru~ldic lllC~~aging I llOlllI I l~drn l)11Cb chu its direct lt011111H 11kalil111 chan11cb a- ell a~ ~upprnti11g tlgtllllllllllka1 111n channcb nthcr than ~ 11 kronlo ill lleiatiI 311 Tnronln call OhlllH-0 hik simultaneously putting H r loronto in a helter pogtilion to attend 111 po er outigc in formal ion requests it continues 111 rccc 1 e a- part or broader in1uirics during lmcrgcnc~ I c1Hc

Change Mana~cmcnt

middot pan ol 1hi diange ma111gc111c111 pn ic~middot-lt th is 1cnt11ra11dum of ndcrstu1di11g 111nlirn1~ that I I I or~mto and I orontn 11) dn1 undc1 take

a) Jo innasc and ~middotnhancc the tommunkation processes and iol1rdtnat ion bccen Toronlo 11~ dr1i and 111 Ionillhl 41- a alucd ltuppon conununical ion d1annd during po er outage C cnt~ Toronlo H~1lni ill send regular timd~ 11pda1e as per Toni1110 11) dm lorm 1 tbullmn11111ka1 i111h

pnllocJ to 311 Ioronto 011 C cnh that ma) rc~ult 111 i11treacd iall 11lu111e l ipcJatc and scripted mcatill wnsislcnt ith all 11th~ I nronto l l~dro etcm11 messaging phases ill b~ comm111111a1cd 111 the folltm ing ll 1 1gtntacts 4 cc behm ) In additi11n hen appl icalgtll )) I I ornnto iII the thi~ mcaging to l eel out hound ilerts and bro1di1-1 pmmol ionaI mcsgtagcs 1bulln 11s u ront cclcphn11~ messaginggt~ ~11m

bull Gary Yorke Director 311 Toronto gyorkctorontoca bull Esther Noboa Manager lnfonnation and Business Development enoboatorontocn bull Lucy Espino In-Rocha Operations Manager Jespinoltorontoca bull Julie Giagiari Operations Managerjgiagiartorontoca bull 311 Content Management 31 Ic-ontcntmnnieemCntft~torontoca bull 311 Shift Supervilgtor

hi To sec that 3 I I Toronto will add to its IVR menu an option to connect to Toronto Hydros Call

Page 4of10

Centre and Outage Management Services which is an important innovation to get Toronto Hydro experts engaged on serious calls ASAP lhi~ ill hl a -middotbullmh ~ inllgrn1cltl transr~ r to the wlomlr TP1t1ni1 l-l)dro ill extend and maintain ih capadt) h1 lltei L all tran~f1rrld call-

c) To r1cogni7c that -incc 311 Ioronlo nm) be contacted b~ customers anting tti report pbuller outigc 311 111 uppurt I oronto 11~ dro h~ a~cssing the call I) p- to Jctcrminc if a rcl~rral to the I oronlO II) drn 1mlinc rcponing cool i- required When applkabk l 11 fon111to ill

assi-t Tvronto ll)dro cw11m1cr- tiy reporting tlhSL 11utage- directly using the e~i~ ing on line pomiddotcr outagl rlporting tool

Oct 5 2015 ll pdatc

011 Oc1ohcr ~ o I~ thl (iocrnme111 Management C1 ~mmiuc1 (CjfI() i~ucd motion G-17 I I rcqucsting I I monlo and Tor11nto Il~dro uncnd thl Mllll1lrandum or Underswnding to Clhllrl that middotI I is made ltarc ofall mi nor outage emcrgcncics thal occur at thc Ward or ihin-Wml -calc

SmallMid-scale outage improvements

The improved 11tili1ation if J 11 foronto h) Toronto I lydm for large scale power 0111agc cmcrgcndcs hh ~natl~ imprOmiddotcd cu-111me1 tpcricncc and the ct111sis1tmiddot111~ o l information I mlahlc hl addrcs custlimer ~m111 cs Committed to 111111i11mltigt impr11 llllllll I11111ntn II~ drn and I I 111ro11h1 haH mm idc1111licd uppn11uni1ies to Clhtlrl rnn-i-1c11t) 111 Cl1mmunications and imprtl c custnmcr cpaicnc for small and tntd-calc OlllapoundCS ( oronto JI~ dro will pn) idc degl 11 middot11r11nlO ilh the iilllC 1lllta~C

information Uailnblc ith in foronto 11) dr11 to addrl customer call ( gt11tagc communications i II he foll integrated with a cunlcss flo of information resulting in the same experience for custorncrshycolllacting TPrnnto H)dm or J 11 forontt1 regarding gtmer outages

311 Toronto and Toronto Hydro understand that

al Toronto Hydro will transmit hourly IVR outngc messages (outages impacting a single trumfonncr- approx 10-20 customers) or greater These messages will include outage boundaries crew status and estimated time of restoration if available These messages arc updnled on an hourly basis (more frequently if required) and will be automatically provided to a J 11 Toronto distribution list 3 I I Toronto will utilize this infonnation to effectively respond to customer calls they may receive related to power outngcs See Appendix pg 7

h) When necessary 311 Toronto will access the new Toronto llydro online outage mop torontohydrocompoweroutnge for additional infonnation lbis map is refreshed every I5 minutes includes a search function by address crew status nnd estimated time of re~1orition when available See Appendix pg 8-9

c I WtJn applicable 311 Toronto wil assist Toronto Hydro customers by reporting outages dirotly using the new on line power outage reporting tool torontohydrocom reports This updotcd tool includes address validation and troubleshooting questions improving the accuracy of ticket submission Sec Appendix pg I 0

di To ensure consistency of gencrnl power outage infonnation provided to customers 311 Toronto will utilize OutageTocom a mobile friendly online outage communication tool available in eight different languages to access emergencyoutage preparedness infonnntion restoration protocols available resources and social media (Twitter) updates Sec Appendix

Page 5of10

pg 7

l JI I middot1oronto will take advantage of such other support communication channels or (oronto Hydros direct primary communication channel in respect of pover outages as may be directed by Toronto I lydro from time-to-time as the entity with principal legal responsibility for serving its customers including during power outages 3 I I Toronto will be mindful that safety and other risk management factors may heighten the urgency and importance of redirecting callers to foronto I lydro where emergency conditions may he present

f) In order to promote public safoty minimize customer confusion and limit call volumes during peak times 311 middot1 oronto will not promote its service as an alternative to Toronto lmiddotlydros communication channels and will co-operative with Toronto Hydro in edocating customers on the importance of contacting Toronto I lydro directly where emergency conditions ma) be presen 5mhry intI m inltlfnl nf thPctgt onme cnnciltleratinns Toronto 1 lydro will continue ro invest in its direct communication chnnnels and other support communication channels

Mnna~emcnt Frnmcwork 311 Toronto and Toronto Hydro agree to have regular monthly meetings to review trends activities and the impact on customer experience and explore opportunities to support continuous improvement

Cost Recove11middot

A 311 Toronto speech analytics study on calls related to Toronto Hydro found that on average 390 Toronto llydro related inquiries arc handled by 311 Toronto per week or 2 of the overall weekly call volume lhc majority of Toronto I Jydro related inquiries arc received during the day and arc related to power outages with an average call duration of6 minutes and 14 seconds

l listorically Cn average there are 9 events a year related to power outages that cause call volumes in 3 11 to spike over 10 of daily volumes Each event typically costs $2000 in Customer Service Representative labour hours On a go forward basis as per Govcmmcnt Management Committee item GM I 03 a recovery for incremental costs incurred by 31 I will be recovered on an actual basis from Toronto Hydro The estimated recovery for 2016 and onward is $18000

Commitment

Through this commitment roronto Hydro will attempt to bener position 311 Toronto to more effectively and etliciently serve as one of Toronto I lydros support communication channels in the event of power outages and 311 Toronto will attempt to identify the opportunities to increase or improve service delivery and customer experience in response to Toronto Hydro~ request in that regard and reflective of the technology and process improvements by both organizations

The undersigned parties arc committed to the terms and conditions ofthis Memorandum of t

Undcrstandin8 -~ 7

( middot1 ~(- Ui1- ~-J (i~I~ 1l l l~ ~ I minn K irk Director Managerlt t -11gt11i r l arc

middoti11 lt1rllllt1 I nmnto H drt bull

Cc I sthcr lohm1 Julie (iiagiari Luc~ I spinola-Rocha

Page 6of10

Appendix

Communication Co-ordination Improvements

Outage Communications Outage Management

TORONTO HYDRO

CUSTOMER CARE

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Page 7 of 10

Outage Map Improvements

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location bull Estimated Time of

Restoration bull Crew Status bull Search by Address

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Page 9 of IO

--

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Appendix

Communication Co-ordination Improvements

Outage Communications Outage Management

TORONTO HYDRO

CUSTOMER CARE

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Outage Map Improvements

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Page 10of10