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Toronto Hydro 2014 CR Report_FINAL

Emergency communications During widespread outages, the volume and frequency of our communications increases. We update the public about our restoration efforts through: • News conferences • Facebook • News releases • Call centre’s interactive voice response system • Media interviews • Website and outage map • Twitter • City councillors Internally, our employees are kept up-to-date through: • Digital signage across each of our locations • Daily emails • Face-to-face meetings • Intranet site During emergencies, our Emergency Operations Centre is activated and internal and external communications are coordinated centrally by a cross-functional team that is responsible for managing Toronto Hydro’s emergency response. We also work with a broad base of municipal and provincial entities, as necessary, to provide regular updates and to coordinate our response efforts. This includes the City of Toronto’s Office of Emergency Management, IESO, Hydro One and the Ministry of Energy. Emergency response exercises In 2014, we conducted internal and external exercises that simulated a variety of potential emergency scenarios. The exercises were designed to help us review our crisis management plans and to practice responding to different emergency scenarios. The 2015 Pan American/Parapan American Games were an important area of focus for training, and we coordinated an internal and external tabletop exercise to help prepare for the international event. The internal drill focused on our operations and strategic decision making, while the external exercise — coordinated with the City of Toronto and the provincial government — tested communication protocols between agencies, and identified opportunities to strengthen our procedures. Lessons from the 2013 Ice Storm Following the December ice storm, we called in an independent panel to oversee a review of our emergency response, including electricity grid design and emergency management, urban forestry issues and customer communications. The panel put forward a number of recommendations and we’re currently working to address them. See full report. Mutual Aid Calling on mutual aid resources significantly sped up restoration efforts during the ice storm. Since then, we have been working to join and establish mutual aid groups across North America. In 2014, we joined the North Atlantic Mutual Aid Group made up of more than 20 member utilities. In 2015, we helped to establish a national electrical utility mutual aid working group and agreement with the CEA. Establishing mutual aid agreements prior to an emergency will allow us to bring in additional resources more quickly and will help us respond to storms more effectively. 34 TORONTO HYDRO 2014 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro 2014 CR Report_FINAL
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