Estimated Restoration Times
After an Outage is Reported
We use an Estimated Time of Restoration (ETR) to gauge how long it takes to restore your power. When your power is out we work as safely and efficiently as possible to restore your service in a timely manner.
Creating an ETR
After you've reported an outage, our system generates an ETR based on historical data collected from past outages. Usually, these estimates range between two to eight hours. As we assess and repair damages, we'll update the ETR. Sometimes, conditions or our workforce availability, force us to extend or shorten your ETR.
When power goes out, we understand you’re eager to know when it will be restored. Here’s a look at what goes into giving you that information after a major storm.
Damage Assessment Phase: Onset of Storm
During the Damage Assessment phase, a customer reporting an outage may receive an “Assessing Conditions” message or see that on our online outage map. You will receive a Estimated Time of Restoration (ETR) once the majority of the storm has passed and we know the extent of damage and outages. The bigger the storm, the longer this may take. Our systems will determine if a reported outage is part of a larger issue affecting many customers or just one. At that time, we will dispatch a repair crew or damage assessor to inspect the conditions. The detailed damage report we receive helps ensure we bring the appropriate repair crew, material and equipment to the job site to make repairs.
Global ETR Phase
If we cannot yet provide detailed, individual ETRs, we may provide a “global” ETR to all customers affected by the event. At this stage, we have a good understanding of the damage across the affected area(s). Based on the number of outages and crews available, we develop a global ETR, which is an estimate of how long it will take to restore 90% of all customers affected. The more damage there is to the system, the further out in time the global ETR will be. Most customers will be restored on or before this global estimate.
Work Plan (Regional) ETR Phase
This is the second ETR provided to customers with an outage. It is a more detailed estimate that supersedes the Global ETR, grouping the number of outages that can be restored into three-day blocks. The work plan is updated and communicated daily. As additional repair crews arrive to aid in restoration efforts, more jobs are added to the daily work plan and more customers are restored.
Job Level (Local) ETR Phase
This is the 3rd ETR a customer receives. A crew is on site, repairing damage and adjusting the Work Plan ETR based on actual field conditions. If more work is required and additional time needed, a 4th ETR may be required. The opposite can occur as well, especially if damage was fixed quicker than expected.