LUMA has installed 9,900 automation devices that reduced system outages, with 67.5 million customer interruption minutes prevented during the quarter
San Juan, Puerto Rico, Jan. 22, 2025 – Yesterday, LUMA filed its performance metrics report for the second quarter of Fiscal Year 2025 (Q2 FY 2025) with the Puerto Rico Energy Bureau (PREB). Despite the legacy challenges from the mismanagement and operational failures of the previous operator, the Q2 metrics report highlighted critical improvements between October 1 and December 31, 2024, in customer service and safety, as well as significant progress in battery storage and renewable energy adoption.
“LUMA continues to make real and measurable progress in numerous key areas as we remain focused on improving the energy system every single day. Our latest report proves, once again, what is undeniable – LUMA’s over 4,000-strong team continues to make real progress in key areas as we build a better energy future for the 1.5 million customers we are privileged to serve,” said Juan Saca, LUMA President and Chief Executive Officer.
FY 2025 Second Quarter Performance Metrics Report: Improvements in Clean Energy, Battery Storage, Customer Service and Safety
Across key areas vital to building a more reliable, more resilient and more customer-focused energy system, LUMA continued to improve its performance and make progress during Q2 FY 2025:
- Accelerated Renewable Energy Adoption: LUMA helped connect 9,900 new rooftop solar customers this quarter, adding 87 MW of clean, renewable energy to the grid.
- Increased Battery Energy Capacity: LUMA helped connect approximately 176,600 kWh of new battery storage capacity to the grid this quarter, increasing energy supply during peak demand and reducing customer fuel costs.
- Improved Customer Service: LUMA improved customer experience both over the phone and in person. Call wait times improved by 28% compared to Q1 FY 2025, and in-person wait times improved by 21%, to less than 7.5 minutes.
- Reinforced Safety: LUMA has decreased the OSHA Severity Rate, or the average number of days lost per incident, by 8.3% compared to last quarter.
Key Improvement: Reducing Outages Through Automation Technology
To help improve service reliability and reduce the impact of outages on customers, LUMA has installed more than 9,900 distribution automation devices across the island to date – preventing more than 262 million customer interruption minutes since the program launched in July 2023. In just this last quarter, these innovative devices prevented 67.5 million customer interruption minutes and have helped reduce the impact of outages experienced by LUMA’s customers (see graphics below).
Graph depicting the cumulative total number of automation devices installed from July 2023 to December 2024 in relation to the number of customer interruption minutes these devices prevented during the same time period, totaling 262.5 million minutes.
Map depicting all automation devices installed across Puerto Rico July 2023 to December 2024.
“We encourage all of our customers and stakeholders to review our latest quarterly metrics report and see the facts of the progress our LUMA team is making every single day. These critical metrics help prove once again that LUMA is committed to transparency about the progress and challenges we face,” said Saca.
About LUMA
LUMA is a Puerto Rican company that, since June 1, 2021, operates and manages the electric power transmission and distribution system in Puerto Rico. LUMA is a company driven by a mission to transform the electrical transmission and distribution system to provide all Puerto Ricans with the reliable, resilient, clean, and affordable electrical service they deserve. As a customer-centric company, LUMA’s entire workforce is focused on safely delivering an exceptional customer service experience to its 1.5 million customers.
