Topic:"Program Evaluation" in M12784

Page 26 of 115 2025 Annual Performance Standards Report Non-Confidential 1 NS Power’s Customer Care Centre received over one million calls from customers in 2025. 2 NS Power customer care representatives supported over 200,000 more custome...

AI summary NS Power's 2025 customer service handled over 1 million calls, a 200,000 increase from 2024, leading to longer call durations. Additional staff and third-party resources were deployed to manage volume, with service levels recovering by December through outreach and resource allocation.

NSPI (NSEB) IR-2 Page 1 of 1 2025 Annual Performance Standards Report (NSEB M12784 NSPI Responses to Nova Scotia Energy Board Information Requests NON-CONFIDENTIAL 1 Request IR-3: 2 3 Has the utility conducted any statistical analysis over...

AI summary NSPI responded to NSEB's IR-3 request, stating no statistical analysis links investments to customer satisfaction, operating costs, or reliability. NSPI argues customer satisfaction's complexity and focuses on direct reliability metrics (SAIDI, SAIFI) instead of formal statistical methods.

6.4 Transmission Loss of Supply [46] The Industrial Group noted, based on the data provided in NSEB IR-7, Attachment 02, that customer outage events resulting from interruptions originating on the transmission system, including substations...

AI summary The Industrial Group emphasized the importance of analyzing transmission-related outages, noting that 'Loss of Supply' events accounted for significant percentages of customer outages in various regions. It recommended more detailed reporting in the Annual Performance Standards Report. NS Power responded that it already considers these events in its planning and risk-based decisions, and will continue to work on performance standards.

1 2026 M12784 2 3 NOVA SCOTIA ENERGY BOARD 4 IN THE MATTER OF: The Public Utilities Act 5 IN THE MATTER OF: A Review of NOVA SCOTIA POWER INCORPORATED’s 2025 6 Annual Performance Standards Report 7 8 INFORMATION REQUESTS To: Nova Scotia Po...

AI summary The Industrial Group requests clarification from Nova Scotia Power Incorporated (NSPI) regarding its 2025 Annual Performance Standards Report, specifically questioning how improved feeder performance standards may paradoxically increase stringency as performance improves, potentially impacting outage reduction metrics.

proposed customer-level reliability standards. 5 (a) Does NSPI view CEMI/CELID as informational only, or precursors to 6 enforceable standards? Please explain. 7 (b) Does NSPI oppose eventual inclusion of these metrics in its performance 8...

AI summary The document contains regulatory questions directed at NSPI regarding customer-level reliability standards, data reporting practices for CKAIFI/CKAIDI metrics, and the inclusion of reliability metrics in performance standards. It requests clarification on NSPI's stance on enforceable standards, data exclusions in Appendices I and K, and timelines for finalizing reliability metrics.

up>1 2024 NSUARB 115, para. 64. M11627, Decision Letter, September 9, 2024, page 15. & lt;sup>3 See M11627 Decision, p 15. & lt;sup>4 M12185 Decision Letter, pages 14-15. Crystal Henwood July 3, 2026 Page 3 established[.](#page-2-0) 5 With...

AI summary The Board emphasized the need for NSPI to develop quantitative tools to assess the effectiveness of reliability investments under the Five-Year Reliability Plan. Despite previous directions, NSPI has not yet established such tools, and it acknowledges the difficulty of separating the impact of reliability investments from other factors like weather.

Conclusion In summary, the Industrial Group respectfully submits that: - 1. NSPI should file in its Annual Performance Standards Report, a program-level attribution analysis identifying the SAIDI improvement estimated to result from each c...

AI summary The Industrial Group submits several recommendations to NSPI and the Board regarding performance standards, including the need for detailed reporting on SAIDI improvements, transmission loss of supply analysis, and the inclusion of customer-level metrics in performance standards. They also suggest penalties under the PUA be credited to the FAM for customer benefit.

1 interruption frequency index (CKAIFI): 2025 Annual Performance Standards Report, Exhibit N-2 1, page 23. 3 4 2025 was the first year of Nova Scotia Power's Five Year Reliability Plan and the Company claims 5 it made progress in reducing...

AI summary Nova Scotia Power's 2025 Annual Performance Standards Report highlights progress in reducing outage frequency and duration under its Five Year Reliability Plan. However, it failed to meet customer service targets due to a 2025 cyber attack, which impacted call answer rates and estimated bill percentages. The report also notes apparent improvements from vegetation management and tree trimming efforts.

DATE FILED: July 17, 2026 Page 3 of 15 1 2.0 CONSUMER ADVOCATE'S COMMENTS 2 3 The CA acknowledged that there has been an improvement in the indices of reliability (page 1, 4 line 20) and that the increased vegetation management and tree tr...

AI summary The Consumer Advocate (CA) acknowledges improvements in reliability due to vegetation management and tree trimming under the Five-Year Reliability Plan but emphasizes that customer concerns about outage frequency and duration remain unmet. The CA also attributes NS Power's failure to meet customer service standards in 2025 to a cyber incident and suggests flexibility in outage reporting thresholds for 2026.

s and upgraded line hardware) when submitting projects for approval. Attributing a discrete reliability benefit to each project which can be cumulatively added to a projected benefit is more complex

AI summary The Industrial Group (IG) acknowledges NS Power's 2025 reliability improvements but notes that the lack of a quantitative model to attribute improvements to specific projects or programs under the Five-Year Reliability Plan limits the ability to assess effectiveness. The IG requests a program-level attribution analysis and trajectory analysis to be included in the next Annual Performance Standards Report.

6.1 Reliability and Performance Results for 2025 The Small Business Advocate's understanding is that, when the performance standards were introduced in 2016, NS Power viewed them as achievable. She said this is why the targets were expecte...

AI summary The Small Business Advocate and the Industrial Group expressed concerns over NS Power's reliability performance and the effectiveness of its Five-Year Reliability Plan. They highlighted that reliability improvements have not been consistent and questioned the cost-effectiveness of NS Power's investments. NS Power acknowledged the need for improvement and noted that its plan is being reviewed to ensure prudent investment.

6.4 Transmission Loss of Supply [46] The Industrial Group noted, based on the data provided in NSEB IR-7, Attachment 02, that customer outage events resulting from interruptions originating on the transmission system, including substations...

AI summary The Industrial Group emphasized the importance of understanding the contribution of transmission-related outages to customer interruptions, suggesting improvements in reporting. NS Power responded that it already includes outage details in its ACE Plan and that additional reporting would not affect capital investment. Both parties agreed on the need for ongoing collaboration during the performance standards review.

re to meet those two performance standards. The Board directs that the consideration of those two issues be referred to and dealt with in the Board's two proceedings about the cybersecurity incident. [83] The Board shares the concerns subm...

AI summary The Board acknowledges concerns about customer-level performance measures, reliability-investment review, and cybersecurity impacts but notes that several ongoing proceedings will address these issues. It directs NS Power to include specific performance metrics in the 2026 Annual Performance Standards Report.