Installation of over 3,500 automation devices resulted in 25 million fewer customer service interruption minutes during its second quarter.

San Juan, Puerto Rico, January 30, 2024 – Yesterday, LUMA submitted its quarterly performance metrics filing to the Puerto Rico Energy Bureau (PREB), highlighting improvements across key areas. Most dramatically, during the second quarter, there were 25 million fewer service interruption minutes due to the installation of 3,500 automation devices, which are smart devices used to make outages smaller and shorter. Additional improvements were measured across multiple areas, including safety, and the duration and frequency of outages, when compared to the previous operators’ baseline.

“Over the last quarter, LUMA continued to make progress across multiple metrics. For example, LUMA’s effort to install thousands of automation devices has clearly helped our customers, saving them from millions of minutes where they would have otherwise gone without power. In terms of the frequency of outages, while we are proud that we continue to exceed the performance of the past operator, the impact of vegetation on reliability highlights the necessity of enhancing our maintenance operations and the importance of our upcoming Vegetation Clearing Initiative. Simply put, we will not be satisfied until we achieve our goal to reduce outages by 50% in two years, and that is what we are working toward,” said Juan Saca, LUMA President and Chief Executive Officer.

Graph depicting number of automation devices installed in relation to the number of saved customer interruption minutes between Q1 & Q2

Service Reliability Metrics & Initiatives

During the second quarter, LUMA achieved a 26% reduction in outage frequency when compared to the baseline of the previous operator. During the second quarter, and through the installation of 3,500+ automation devices, LUMA achieved 25 million fewer customer service interruption minutes – an approximate average of over 8 million fewer minutes per month during this last quarter. To address the need to further accelerate a reduction in the frequency and duration of outages, and achieve its goal of a 50% reduction of outages in two years, LUMA has announced a series of reliability enhancing initiatives, including:

Clearing overgrown, hazardous vegetation from over 16,000 miles of powerlines over the next three years through our FEMA-funded $1.2 billion Vegetation Clearing Initiative which will further reduce outages by 35-45% across the island. We expect this project to start in the February/March timeframe, contingent on FEMA approval.

  • Adding technology to the grid, installing a total of 5,000 grid automation devices by July 2024 to reduce the size and length of outages.
  • Modernizing and upgrading substations, with plans to upgrade 50 substations in total and build six more in the next two years, all to further improve reliability.
  • Improving operational excellence by identifying and repairing transmission line hot spots, accelerating substation maintenance work, and enhancing workforce training to improve safety.

Customer Service, Emergency Response & Safety Improvements

In addition to reliability, LUMA’s quarterly performance report highlighted continuing improvements between October and December, 2023, including:

  • Reducing Customer Wait Time: Responded more quickly to customers by reducing the average call wait time by 45% since last quarter, to less than one minute.
  • Connecting to More Customers: Reduced the number of calls dropped by 40% since last quarter, ensuring customers’ needs are being addressed.
  • Resolving Government Debt: Reduced past due accounts of government agencies by 94% from the first quarter, bringing them current on their electricity bills as part of LUMA’s responsibility to operate with fiscal prudence.
  • Providing Quality In-Person Service: Continued to reduce the average wait time for in-person visits to customer service centers to less than 10 minutes.
  • Expanding Renewable & Solar Energy: Helped connect over 12,500 customers to rooftop solar, representing more than 85 megawatts of clean, renewable energy.
  • Resolving Customer Billing Inquiries: Reduced the average time it takes to resolve billing inquiriesby 12% or a reduction of four full days.
  • Faster Response to Customer Requests: Improved response time toservice requests and outages by over 15% since last quarter.
  • Preparing for Emergencies: Continued building inventory,andreadied an additional 3.6% in transmission and distribution materials to respond to daily and emergency events, totaling more than $278 million in equipment.
  • Increasing Our Workplace Safety: Reduced the OSHA Days Away, Restricted, Transferred (DART) rate by 50% while also reducing the OSHA’s Recordable rate by 46% and the OSHA Severity rate by 24% since the previous quarter.

“As LUMA remains focused on improving reliability for our customers, our team is equally committed to prioritizing personal and public safety. It is not enough to just get the job done, we are holding ourselves to the highest standards, with a steadfast commitment to improving operational excellence,” 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, cleaner, and affordable electrical service they deserve. As a customer-centric company, LUMA’s entire workforce of nearly 4,500 employees is focused on safely delivering an exceptional customer service experience to its 1.5 million customers.