Entergy 2012 Annual Report Download - page 15

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SERVING OUR CUSTOMERS WITH EXCELLENCE
As work continues on securing these transmission-related
outcomes, our utilities remain focused on their essential
service obligation – providing customers with safe, reliable
power at reasonable rates. With a focus on operational
efficiency, Entergy utilities maintained flat non-fuel electric
rates from 2011 to 2012. Average residential rates for Entergy
utility customers over the past five years were significantly
below the U.S. average. Our reliability performance as measured
by outage duration improved from 2011 to 2012, while outage
frequency increased slightly over record performance in 2011.
Our utilities established two new all-time records for consecutive
run days for solid fossil-fuel units – 433 days on a pet-coke
unit we operate and 284 days on coal. Arkansas Nuclear
One was recognized in 2012 by the Nuclear Energy Institute
for industry-leading performance. It received a Top Industry
Practice award in the plant support category for implementing
Angel Wings, a safe, lightweight construction platform.
In 2012, Entergy utilities implemented key components
of a comprehensive strategy to improve customer service
and engagement. Customers affected by an outage are now
proactively contacted by phone or text message with relevant
outage information and estimated restoration times. On
Entergy’s myAdvisor and myHome websites, customers
can use tools and resources to better understand their bills,
select payment options and find ways to save energy and
money. Entergy utilities continued to gain in the J.D. Power
and Associates 2012 Electric Utility Residential Customer
Satisfaction Study. Entergy New Orleans was named the
most improved utility company, and four of our utilities
were among the top eight performers in Proactive Outage
Communications. In the J.D. Power and Associates 2013
Business Customer Satisfaction Study, Entergy Texas achieved
the highest overall customer satisfaction score among midsize
utilities in the South.
Entergy employees once again delivered an outstanding
storm recovery performance, successfully restoring power
to 92 percent of customers within five days after Hurricane
Isaac struck in August. The U.S. Department of Energy gave
Entergy’s response an “A+”, noting “This is one of the best
restorations we’ve seen in recent memory, and Entergy should
be commended.” Entergy also assisted in the Superstorm
Sandy recovery efforts, providing more than 850 personnel.
For these and other efforts, Entergy received both the 2012
Edison Electric Institute Emergency Recovery Award and
Emergency Assistance Award. Entergy has received either the
EEI Emergency Recovery or Emergency Assistance awards for
15 consecutive years, the only utility in the country to do so.
While these many operational highlights are gratifying, they
were overshadowed by more than 20 lost-time injuries and
the death of an Entergy lineman on the job. We are devastated
by this. The only acceptable response is to ensure it does
not happen again. We are refocusing our efforts to build
safety awareness across our organization and strengthen our
safety culture. We continue to develop initiatives to address
identified risks and remain focused on achieving our goal of
an accident-free work environment.
MANAGING OUR GENERATION PORTFOLIO
Entergy utilities proactively manage their generation portfolios
to address current capacity shortfalls, meet long-term load
growth of 1 percent to 1.25 percent per year and accommodate
the deactivation of select assets. In 2012, Entergy Arkansas
In 2012, Entergy utilities successfully obtained orders, subject to terms and conditions,
from their retail regulators granting their requests to join the Midwest Independent
Transmission System Operator. Joining MISO is expected to deliver approximately
$1.4 billion in projected customer savings over the next 10 years. The proposed
spin-off and merger with ITC Holdings Corp. is the next step in our plan to optimize
the utility transmission business for the benefit of customers and other stakeholders.
Safely Providing Reliable
Power at Reasonable Costs
OPTIMIZING OUR TRANSMISSION BUSINESS
UTILITY
Transitions | Entergy Corporation and Subsidiaries 2012
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