Entergy 2010 Annual Report Download - page 19

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ENTERGY CORPORATION AND SUBSIDIARIES 2010
Generating Industry-Leading Growth
UTILITY
bove all, act with integrity. That is one of Entergy’s shared values. It guides
our daily interactions with customers, regulators, employees, contractors
and suppliers. We believe that honest, hard work is the best approach to
conducting business; it creates strong relationships and lasting value. Through hard work,
effi cient operations and productive investments, the Utility will deliver attractive growth
opportunities in the years ahead.
Safely Providing Affordable and Reliable Power
The utility operating companies realize that people depend on the power provided as
essential to their daily lives. Each utility operating company is committed to delivering
affordable, reliable and clean power to their customers. Over the past 12 years and again in
2010, customer service performance as measured by outage frequency, outage duration and
regulatory outage complaints improved. In early 2010, the Utility began a new multi-million
dollar integrated customer communication effort to further improve customer satisfaction.
Early results have been promising with the utility operating companies improving or
maintaining customer satisfaction as measured in a J.D. Power residential customer survey.
Also over the past 12 years, the average residential base rate for the utility operating
companies’ customers refl ected a compound annual growth rate of 0.4 percent, well below
the infl ation rate of 2.5 percent for the same period.
Utility employees strive to achieve industry-leading performance in generation,
transmission and distribution operations. In 2010, the utility nuclear team delivered its
highest capability factor ever of 94.1 percent. Employees from Arkansas Nuclear One
earned Nuclear Project of the Year honors from
Power Engineering
magazine in an annual
Power Engineering
global competition. The Waterford 3 Steam Electric Station achieved its best ever annual
net generation and broke its own record for continuous days of operation while Grand Gulf
Nuclear Station completed a record run in early 2010 and River Bend Station achieved a
record run in fall 2009.
Most importantly, affordable and reliable power was safely delivered in 2010. Multiple
workgroups within the utility business achieved safety milestones. For example, Louisiana
transmission and distribution operations employees worked four million man-hours without
a lost-time accident. Entergy Texas employees in the Winnie area earned the “Star Among
Star” safety award from OSHA for their national-average-beating safety performance.
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