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After Sandy made landfall, Unitil was able to restore all impacted customers in 2.5 days, with the Capital region completed in less than 52 hours and the Seacoast region completed in 60. The response demonstrated the effectiveness and flexibility of its ERP and ability to handle events of differing sizes. Not only did Unitil complete restoration of its own customers by October 31st, the Company also provided mutual assistance and additional resources to other utilities in Massachusetts, New Hampshire, Rhode Island and Connecticut. This was the first time the Company rendered mutual assistance for both electric and gas utilities simultaneously.

Post storm evaluations showed a need for the following improvements: ensure Customer Call Centers have Uninterrupted Power Supply (UPS); ensure call blasts are correctly targeted and on-hold messaging is sufficient; enhance the rapid damage assessment process for swifter ETR development; standardize Municipal Room documentation and maintain a current list of schools in the territory; define communication channels for selectmen in Unitil’s service territories and assign to a member of the ICS organization.

Superstorm Sandy After Action Report