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Toronto Hydro CR Report 2016

OUR CITY MUTUAL AID Through membership in the CEA Mutual Aid Working Group (CanMAG) and the North Atlantic Mutual Assistance Group (NAMAG), Toronto Hydro has cultivated relationships with a large number of utilities from across Canada and the northeastern United States in order to help ensure additional resources can be brought in from other areas to support restoration efforts during a major storm. In CanMAG, Toronto Hydro has taken a leadership role in developing the capabilities of the working group, including organizing and hosting a meeting in Toronto in the fall of 2016. Ultimately, through a long-term sustained effort, Toronto Hydro aims to improve the ability to efficiently and effectively respond to and recover from major grid disruption events, and to do so while providing customers and the community with timely and accurate information. RADIO UPGRADE PROJECT Toronto Hydro established a project in 2016 to upgrade the two-way radio system used by employees. The radio system includes emergency generators at the radio towers. These generators and the upgraded radio infrastructure allow Toronto Hydro to effectively communicate with crews even if all other telecommunication systems (land lines, cell phones, email) are not functioning. This improves Toronto Hydro’s emergency response as communication is a critical component of a quick and efficient response to an emergency. During emergencies, Toronto Hydro’s Emergency Operations Centre is activated, and internal and external communications are coordinated centrally by a cross-functional team responsible for managing the emergency response. Toronto Hydro also works with a broad base of municipal and provincial entities, as required, to provide regular updates and to coordinate response efforts. This includes the City of Toronto’s Office of Emergency Management, IESO, Hydro One and the Ministry of Energy. 38 TORONTO HYDRO I 2016 CORPORATE RESPONSIBILITY REPORT COMMUNICATIONS CHANNELS FOR UNPLANNED OUTAGES Toronto Hydro’s communication protocols vary according to the severity of the event. Information is provided to customers about small scale, unplanned power interruptions through: • Call centre’s interactive voice response system • Outage map on torontohydro.com • Twitter • Media EMERGENCY PREPAREDNESS FOR CUSTOMERS Emergency preparedness was identified as a top priority for customers through the stakeholder engagement process. In 2016, Toronto Hydro focused on encouraging customers to create an emergency preparedness kit. These activities took place through direct outreach campaigns via newsletters, brochures and community events, and public relations campaigns such as Emergency Preparedness Week, which attracted multiple media stories and live coverage on the Weather Network. EMERGENCY COMMUNICATIONS During widespread outages, the volume and frequency of Toronto Hydro’s communications increases. Toronto Hydro understands that during an emergency or disaster Toronto’s citizens need to know the extent of the emergency and the estimated time to restore power so they can make informed decisions. To this end, Toronto Hydro exercises its responsibilities to communicate factually and frequently through: • News conferences • News releases • Media interviews • Twitter • Facebook • Call centre’s interactive voice response system • Website and outage map • City councillors • Email outage notifications Internally, employees are kept up-to-date through: • Digital signage across each Toronto Hydro location • Email messages and memos • Face-to-face meetings • Intranet site • Bulletins • Telephones • Two-way radios


Toronto Hydro CR Report 2016
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