Attachment J-1601000-06 Service Desk Guide for Reporting Utility System Outages.pdf

DEC 2018

Service Desk Guide for Reporting Utility System Outages

I. Purpose and Definitions This guide was developed for use by Service/Trouble Desk and Utility Management Outage Coordinator personnel to log and track utility system outages in Maximo on NAVFAC owned utility distribution systems up to the service point. The guide also provides step by step instructions how to run reports that track utility outage data entered into Maximo and trends in reliability. Anyone with access to the Corporate Metrics Tab in Cognos can run the reports.

Definitions Service Point:

The service point is the point of connection between the serving utility and the facility and is also the ’Point of Demarcation’ where ownership changes. This is the transition between NAVFAC UEM and customer funding for maintenance and repair services on equipment.

Reportable utility outage:

A reportable utility outage is defined as a loss of NAVFAC delivered utility services to a real or virtual metered facility, pier or berth that is greater than 5 minutes in duration. Utility system failures that do not cause a disruption of our services to these facilities, piers or berths are not considered an outage. Utility outages reported per CNIC INSTRUCTION 5214.1 must be reported in Maximo for NAVFAC utility systems.

Utility service interruption:

Momentary Utility Service Interruptions of five minutes or less in duration does not require a utility MAXIMO work order to be issued for restoration of services, and therefore not required to be recorded in the MAXIMO system. NAVFAC utility rates do not provide nor support uninterruptible utility services.

Unplanned utility outage:

Unplanned Utility Outage is an unscheduled utility service interruption at or before the utility service point affecting at least one real or virtual metered facility, pier or berth, and lasting longer than 5 minutes in duration. Service/Trouble Desk personnel enter information from the field about the incident, response, and the repair in a MAXIMO Work Order Outage Log.

Facilities experiencing an unplanned utility outage greater than five minutes should contact their Building Monitor or Facility Coordinator who can report the outage to the Service/Trouble Desk.

Planned utility outage:

Planned Utility Outage is a scheduled utility service interruption at or before the utility service point affecting at least one real or virtual metered facility, pier or berth. Service/Trouble Desk personnel gather pertinent information prior to the outage event and from the field after the event, and record the outage event in the MAXIMO Work Order Outage Log. These events

REQUIRE PLANNING AND COORDINATION WITH AFFECTED CUSTOMERS 10-14

days in advance of a routine outage and 3-4 days in advance of an urgent outage..

The following automated utility outage reports are currently available to review outage data

METRIC REPORTS in Cognos11 https://cognos.navfac.navy.mil/ SAIDI SAIFI OUTAGE LOCATIONS: Generates a list of all locations where NAVFAC Utilities provides Electric Utility Service with the number of metered facilities served from CIRCUITS.

UNPLANNED ELECTRIC UTILITY OUTAGE REPORTING PERFORMANCE:

Generates a report of the percentage of outage records in MAXIMO with all the outage data filled out correctly in the current FY to date, number of outages in the current FY to date, number of outages in the previous FY, SAIDI/SAIFI for current FY to date and SAIDI/SAIFI for the previous FY.

OUTAGE DATA QUALITY AND CURRENCY RELIABLE CHECK: Generates a detailed spreadsheet of utility outages entered into MAXIMO, highlights errors or omissions for each outage, . (Regenerates from Maximo data every 4 hours)

MONTH BY MONTH COMPARISON OF ELECTRIC OUTAGES (CURRENT VS

PREVIOUS YEAR): Generates report of bar charts and details to compare customer outage minutes for each month of current FY to the same month of the previous FY by Echelon III, Echelon IV, or PWD.

REPORT in MAXIMO NAVFAC Outage Report: Generates a list of planned and/or unplanned utility outage records by FEC that currently reside in the active MAXIMO database (in real-time).

II. Responsibilities NAVFAC Echelon IV (PW Utilities) is responsible for ensuring each of their PWDs are entering utility outage work in Maximo. Each PWD Service/Trouble Desk is responsible for entering in Maximo all reportable unplanned electric utility outages on NAVFAC owned electric utility distribution systems that require action by Public Works to restore service. Service/Trouble Desk personnel shall utilize BMS “B-5.2.14 Utility Metrics Data Collection and Reporting” and this Guide to create a Service Request and Work Order documenting pertinent information about the incident. Very limited information may be available about a utility outage prior to PW responding to the call. Each PWD Utilities Management Branch must assign an Outage Coordinator within Utilities who is responsible for Outage record completeness and accuracy in Maximo and that all reportable unplanned electric utility outages on NAVFAC owned utility distribution systems are in Maximo accurately. LANT/PAC Public Works UEM must be kept informed of this coordinator. As follow-up information becomes available, Work Orders shall be updated to best reflect the final disposition of the incident prior to close out. Instructions for capturing utility outages are reviewed in Sections III & IV.

When a utility outage requires work to be performed by a BOS contractor with access to Maximo, the contractor will create a Service Request and Work Order to document pertinent information about the incident. If the BOS contractor does not have access to Maximo, the BOS contractor will follow their Facility Support Contract procedures for reporting the work performed via flatfile. Requirements to report utility outages should be included in all new BOS contracts. Note: Outages on Privatized Utility Systems are not recorded or tracked in Maximo.

In addition to typical Work Order Maximo requirements, required fields for outage reports from contractors to be sent in a Maximo acceptable format (flat file) and must include the outage type (planned/unplanned), Master System, Systems, and Subsystems affected, outage Start/Stop(End), outage cause with asset if equipment related, the reason, Number of Buildings affected.

https://cognos.navfac.navy.mil/

III. Procedures for Creating a Service Request for a Utility Outage

The Production and Non-Production versions of Maximo operate identically.

The Non-Production MAXIMO is only used for PDT classes, training, and IT testing.

The Production version of Maximo is used to enter actual data for tracking:

All utility outages must have a work order assigned. The Service Desk updates Service Requests and Work Orders as outage information becomes available to include: Master System, System, Subsystem, Location, Asset, Outage Type, Outage Cause, Number of Facilities Affected, Outage Start Date/Time, Outage End Date/Time, and follow on Work Orders. Responding Duty Personnel report number of Buildings Affected to Service Desk.

Creating a Service Request From Home Screen, Click ‘Go To’ ‘Service Desk’ ‘Service Requests’

Click ‘New Service Request’ button

Project Title

Enter a short description that describes the initial call. Using the Details field enter the long description. For all outages that cause an interruption of service to occupied piers or pier berths, add "Waterfront affected" in the long description.

Location Enter the UEM Asset or Linear (circuit) location. Top-level base names are identified by UIC. Use Detail Menu (gray arrow) to query for buildings or use drilldown

Work Type / Sub Work Type Input Work Type/Sub Work Type

Business Line / PS Deliverable / Work Category Input a BL/PS/CatWork (Note: for Utilities Service or Emergency tickets, must change the default PS Deliverable to Z11.) For EMERGENCY and SERVICE work types BL/PM Deliveries/Work Category will be auto-populated. Any auto-populated field can be changed

Reported By / Name / Phone / Email Information about the person calling in the ticket.

By entering or choosing ‘Reported By’ the name, phone, and email will be auto-populated if available. If it is a self-entered ticket, leave your information in there.

Customer ID / Name / Phone / Email POC at the work location If no POC exists, match to ‘Reported By’ by entering or choosing ‘Customer ID’ the name, phone, and email will be auto-populated if available

Work Center / GL Account Required for utility outage work Shortcut to GL Account: Enter the 12 digit JON then tab out of the field the rest of the GL Account will auto-populate.

After Service Request is filled out Hit ‘Save’ button and then submit the Service Request

Note: An EMERGENCY SR ticket will automatically create an APPROVED Work Order once submitted

Confirm the Service Request to be submitted to create a Work Order, Click ‘Yes’ button

Example Service Request created for Power Outage issue

For Utility Outages, the UNIFORMAT must begin with letters J thru Q only, as applicable.

For non-emergency tickets, to approve the created WO

Go to ‘Related Records’ tab

Click on Arrows next to the listed Work Order and select ‘Go To Work Order Tracking’

In Work Order Tracking, Click the ‘Change Status’ button

Click dropdown and select ‘Approved’ for the New Status, then click “OK”

Once work is completed, the Asset and / or Location updates should be accomplished.

1. If an UEM asset was repaired or replaced to restore service, then the asset number of the repaired/replaced asset MUST BE entered in the work order to properly record the work history and UEM Location.

2. If the problem only caused a UEM Dynamic Protective Device to trip and resetting it restores service, then the asset number of the device MUST BE entered in the work order to properly record the work history and UEM Location.

3. If no UEM asset was repaired, replaced, or UEM equipment reset, then the work order location MUST BE changed to reflect the CORRECT UEM commodity Linear or Non-Linear location.

Type in or select the asset or selected from the dropdown menu. If the asset entered is not in the Location entered on the work order, see example cases 1 & 2 below to add the asset.

Example CASE 1: Adding the Asset to APPR Work Order

A System Message Appeared when adding an asset that is not in the location OCEANA-EL. In order to change the location to that of the asset we would respond “YES”. After adding an Asset Number to the work order, MAXIMO will automatically update the location of the work and master system affected to match the asset selected and the Asset GLACCOUNT.

If you do NOT want to change the GLACCOUNT to that of the asset, you should UNAPPROVE the work order first and then update the asset as shown in Example CASE 2.

Example CASE 2: Here we simply unapprove the Work Order to change the Location to reflect the correct UEM Location.

To UNAPPROVE the work order so we can make the location change, in the Work Order Tracking click the ‘Change Status’ button.

Example CASE 2

Select ‘Waiting on Approval’ for the New Status, and click “OK”

Now you can change the Location to reflect the correct UEM Location. After that, change the Work Order status back to “Approved.”

In Work Order Tracking, select the ‘Work Oder Detail’ tab and then the ‘Outage Log’ tab

This record has a UEM Asset, Location, and Master System updated. The Master System is a required data element for the Outage Reporting. If we do not add an asset and only update the location, we would then have to add the Master System affected manually. All other required data elements are located on the Outage Log Tab.

The only valid UNIFORMAT Master Systems for a Utility Service are: J10 thru Q10.

Note: If service is lost due to a problem within the customer’s facility, it may not be a utility outage. For example, a fault inside a facility tripping the facilities switchgear breaker would be classified as a facility problem; Master System = D50 – Electrical. But, if that fault was large enough to also cause an upstream utility switchgear breaker to trip, then it is J10-Electric Utilities.

IV. Entering information about the outage, response, and repair process.

The Outage Information section contains information used to calculate outage metrics.

Outage Type - Enter the type of outage:

Planned - A utility service outage that is approved through the scheduling process at a selected time; usually for construction, maintenance, or repair.

Unplanned - An unscheduled utility service outage lasting more than five minutes.

Note: If a failure/break/leak etc. did not cause any facilities to lose their utility service, then it is not a utility service outage. It may be tracked to record the problem but the number of facilities affected must be entered as 0.

Outage Cause - Enter the cause of the outage (include details in Long Description field):

Code 0 - False Alarm - A False Alarm, determined not an outage Code 1 - Commercial Power/Utility Loss - Outage caused when commercial service provider fails to supply a NAVFAC utility distribution system, such as a loss of generation. (This mau not be apparent. Final ticket closeout must be accurate) Code 2 - Weather - Outage caused by named storms, tornados, lightning strikes, flood, or during a severe weather event impacting NAVFAC Utilities. (NOTE: If the weather caused a Commecial Power loss, WO must be Code 1) Code 3 - Equipment Failure - Outage caused by failed circuits, transformers, breaks, leaks, etc. Equipment failure WOs must have the Asset attached in the Maximo record.

Code 4 - Animal - Outage caused by animal/pest damage from birds, squirrels, reptiles, etc.

Code 5 - Vegetation - Outage caused by vegetation damage due to neglect of maintaining clear utility right of ways. (Vegetation inside the base, not in commercial power AOR) Code 6 - Foreign Interference - Outage caused by excavation by contractors not under the direction of utilities personnel, customer caused, or vandalism. (This includes utility outages caused by actions or equipment inside customer facilities.)

Code 7 - Ship - Outage caused by ship personnel or actions/problems aboard ship Code 8 - Operational Error - Unplanned outage caused by utilities personnel actions.

(Define actions that caused the outage in the work order long description) Code 9 - Navy Power/Utility Loss – Outage by other utility causes such as planned maintenance, undetermined utility problem or any other cause not listed here. (Describe in work order long description)

Num of Bldgs Affected - Enter the Number of real or virtual metered facilities, piers, or berths that lost Utility Service. Incude building numbers in long description if possible.

Outage Start Date - Enter Date and Time utility outage was first reported – DATE and TIME are Critical Factors for all NAVFAC Outage reporting!

Outage End Date - Enter Date and Time utility service was restored – DATE and TIME are Critical Factors for NAVFAC Outage reporting! When power is restored to customers over a wide variety of durations for a single unplanned outage, it is important to report an accurate average Outage Duration. This will be accomplished by adjusting the 'Outage End Time' so that a more accurate average Outage Duration (i.e. the customer-weighted average outage duration) is calculated by Maximo. The adjusted 'Outage End Time' entered by the user is determined as follows:

1. Calculate the customer-weighted average outage duration in minutes:

2. Add the Average Outage Duration minutes calculated above to the 'Outage Start Time' to obtain the ‘Outage Stop Time’ to enter into Maximo.

Example 1: If a total of 100 facilities lost power during an outage and 90 facilities were restored in 60 minutes, but 10 facilities took 180 minutes, report in Maximo that 100 facilities were affected for 72 minutes (90/100 x 60min + 10/100 x 180min = 72). If the outage start was 08:00 hours, the end time would be 09:12 hours.

Example 2: If a total of 50 facilities lost power during an outage and 25 facilities were restored in 60 minutes, but 10 facilities took 240 minutes, and the remaining 15 facilities took 480 minutes, report in Maximo that 50 facilities were affected for 222 minutes (25/50 x 60min + 10/50 x 240min +15/50 x 480 = 222). If the outage start was 08:00 hours, the end time would be 11:42 hours.

Note: This method is necessary because Maximo cannot record two different Outage End Times or Number of Facilities Affected for the same outage. There is typically no reason to be more specific than averaging 2-3 different groups of customer restoration times for all but the most complex and widespread of outages.

Outage Duration - Entry is not required; it is automatically calculated in the SAIDI- SAIFI reports from the entered Outage Start and Outage End Date & Time.

Example for a Planned Electrical Outage Work Order

V. Locations – To Review and Print UEM locations by Site

When current UEM asset data is not available in Maximo; FEC, PWD & Field personnel may want to review and print UEM locations to verify location data to increase accuracy of outage reporting. The following procedures outline viewing UEM location data and also to create an EXCEL spreadsheet of location data for a selected site.

From the Start Center, Select Locations

For the following Example, we will drill down to find a the electic utility system locations for a site called Camp Porter under PWD Great Lakes for FEC MLANT

Example 1: UEM Electrical Locations at Camp Porter

Under More Actions select Open Drilldown.

First select the FEC under Site

Select UEM under System then Drilldown from NAVFAC Atlantic FEC PWD Site Utility

Example 2: To Create EXCEL Spreadsheet of UEM Electrical Locations at Camp Porter

Select Advance Search

Under Location Parent, enter Campor-EL Under System, enter = UEM Select Find

Example 2: To Create EXCEL Spreadsheet of UEM Electrical Locations at Camp Porter

Select Download

Example 2: EXCEL Spreadsheet of UEM Electrical Locations at Camp Porter

VI. NAVFAC Outage Record Verification

The Maxino Outage Record must be reviewed by the PWD Utilities Outage Coordiantor prior to change of status to Complete. This review must ensure accuracy of data and timeing. Outage records must not be left open or INPROG.

VII. NAVFAC Outage Report – To Review and Print All Utility Outages by FEC

The NAVFAC Outage Report generates a list of planned and/or unplanned utility outage records by FEC that currently reside in the active MAXIMO database (in real-time). Use this report if you need to check data you just updated in MAXIMO or when you do not have access to COGNOS. Note that 6.06 Outage Detail Report in COGNOS provides error checking and information not shown in this report.

Open MAXIMO, Select Reports and navigate to Work Order Tracking

Search for and select “NAVFAC OUTAGE REPORT”

In this example we selected Outage Type = unplanned, Site Teams = selected all ML PWDs, Entered From 1/1/17 to 12/31/17, then clicked Submit. Note:Even though all Site Teams are available to select, you can only pull data for the FEC your MAXIMO default profile is set to.

Example: NAVFAC Outage Report for ML PWDs

The report can be exported to EXCEL in the CSV format. Select download and choose the available columns in the order you want to appear or the >> symbol for all, and press OK

Example: NAVFAC Outage Report for ML PWDs in Excel

VIII. NAVFAC Metric Reports in Cognos

If you have just opened a Cognos account, you will need to submit an STS ticket to request access to the Corporate metrics folder.

Open Cognos and navigate to: Corporate Metrics > Public Works > Reports > ALL REPORTS.

The reports in Corporate Metrics folder begin with the number that corresponds to the number of the business line. All reports beginning with six (6) were prepared for PW6 Utilities & Energy Management. The four types of outage reports fall under this category.

UNPLANNED ELECTRIC UTILITY OUTAGE REPORTING PERFORMANCE: Generates a report indicating FEC/PWD quality of electric utility outage reporting and confidence of the data entered into MAXIMO. Select the report in Cognos. The report screen allows you to select LANT or PAC. After you select LANT or PAC, enter the last day of the previous month as the report end date, then press finish and the report will run.

OUTAGE DATA QUALITY AND CURRENCY RELIABLE CHECK: Generates a list of utility outages entered into MAXIMO and highlights errors and omissions (regenerates Maximo data every 4 hours)

Select the report in Cognos. The report screen allows you to select many different filters to grab the outage data you want. You can filter by ECH III, IV, PWD, Master System, Outage Start Date, Outage Change Date, and Outage Type.

Once the report is generated, save it as an Excel file. From there it is easy to filter and sort the data. There are many columns so only a partial file is shown in the screen shot below:

SAIDI SAIFI OUTAGE LOCATIONS: Generates a list of all locations in MAXIMO where NAVFAC Utilities provides Electric Utility Service with the number of facilities served. The file is currently uses iNFADs data but is being crosschecked and updated with CIRCUITs data.

Errors in counts can be easily corrected by sending the correct number to LANT PW62.

SAIDI SAIFI ELECTRIC OUTAGES REPORT: Generates report of bar charts and graphs to compare SAIDI-SAIFI of current FY to previous FY by Echelon III, Echelon IV, or PWD and can be filterd by outage cause.

In the following example we selected all PWDs under FEC ML and all outage causes

Clicking on the graph loads the detailed data for the month selected. Detail data can also be saved to an Excel spreadsheet for further review. Selecting a point on the total outages chart gives the following details:

Contractor Flat File Configuration

• The flat file must be in a pipe delimited text file.

• The below file naming convention must be in all lowercase and consisten with Regional naming cvonventions.

• The flatfile will consist of the 42 fields below.

FLAT FILE SETUP

1. Approved Date DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

2. WORKTYPE VARCHAR2(15) N VALIDATION

3. SERVPRVREFCODE VARCHAR2(10) N CONTRACTOR’S WORKORDER#

4. DESCRIPTION VARCHAR2(150) N NOT TO EXCEED 150 CHARACTER

5. LOCATION VARCHAR2(30) N VALIDATION

6. REPORTEDBY VARCHAR2(62) N

7. MASTER SYSTEM VARCHAR2(100) N

8. STATUS VARCHAR2(16) N VALIDATION

9. STATUSDATE DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

10. WOPRIORITY INTEGER(10) N VALIDATION

11. ACTSTART DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

12. ACTFINISH DATE Y (MM/DD/YYYY HH:MI:SS)ALL DATES

13. LEAD VARCHAR2(25) Y VALIDATION

14. ACTLABHRS FLOAT N 0 (if no hours)

15. ACTLABCOST NUMBER(10,2) N .00 (if no cost)

16. ACTMATCOST NUMBER(10,2) N .00 (if no cost)

17. ESTDUR FLOAT N 0 (if no hours)

18. ASSET VARCHAR2(25) Y VALIDATION

19. TARGCOMPDATE DATE Y (MM/DD/YYYY HH:MI:SS)ALL DATES

20. TARGSTARTDATE DATE Y (MM/DD/YYYY HH:MI:SS)ALL DATES

21. REPORTDATE DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

22. SUPERVISOR VARCHAR2(25) Y VALIDATION

23. SCHEDSTART DATE Y (MM/DD/YYYY HH:MI:SS)ALL DATES

24. SCHEDFINISH DATE Y (MM/DD/YYYY HH:MI:SS)ALL DATES

25. CHANGEDATE DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

26. CHANGEBY VARCHAR2(25) N

27. PMNEXTDUEDATE DATE Y (MM/DD/YYYY HH:MI:SS)ALL DATES

28. ISTASK VARCHAR2(1) Y

29. PARENT VARCHAR2(10) Y

30. WONUM VARCHAR2(10) Y VALIDATION

31. DETAIL LOC VARCHAR2(250) Y

32. CLIN VARCHAR2(30) N VALIDATION (Prefix as appropriate)

33. CUSTREFCODE VARCHAR2(8) Y

34. SUBWORKTYPE VARCHAR2(15) N VALIDATION (SUB WORK TYPE)

35. WORKCENTER VARCHAR2(8) N VALIDATION (Standard value)

36. GLACCOUNT VARCHAR2(27) Y DO NOT USE

37. OUTAGE TYPE VARCHAR2(50) N VALIDATION

38. OUTAGE CAUSE VARCHAR2(50) N VALIDATION

39. NUM OF BLD VARCHAR2(12) N VALIDATION

40. OUTAGE START DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

41. OUTAGE END DATE N (MM/DD/YYYY HH:MI:SS)ALL DATES

42. WORKORDER LD VARCHAR2(150) Y Long Description

(Note: Use Military time for all date fields ex. (12/21/2012 23:14:20))

VALUE LIST IN CONTRACTORS SYSTEM MUST HAVE AN IDENTICAL MATCH IN NAVFAC’S

SYSTEM TO AVOID SYNCHRONIZATION ERRORS.