AEP Utilities Presentation

AEP Utilities Presentation AEP Utilities Human Performance Improvement Brent Stegner September 28, 2010

AEP Service Territory 5M Electric Customers in 11 States Corporate Headquarters in Columbus, Ohio 21,000 Total Employees 2,500 Distribution Line Workforce 1,500 Meter Revenue Operations Workforce 172,500 Sq. Miles Of Service Territory 2

Background - Why HPI in AEP Utilities? In 2008, AEP Utilities was top quartile in safety performance BUT: Three significant injuries mid-year 2008 The last tbeing a line mechanic that tlost tboth arms while working on a capacitor bank AEP is a safe place to work, but employees are still getting hurt Human Performance Improvement (HPI) will provide the tools we can use to reduce errors and avoid injuries at work and at home 3

History of HP at AEP The following divisions of AEP either have implemented or are in the process of implementing Human Performance: Approximate Duration AEP Organization of Involvement with HPI Primary Focus Cook Nuclear Plant 12 years (since 1997) Error Reduction AEP Transmissions 3 years Error Reduction Engineering, Projects and Field Services 3 years Error Reduction Safety and Operational Fossil and Hydro 1 year Reliability APCO Distribution 2 years Safety AEP River Operations new initiative TBD AEP Distribution 1 year Safety AEP MRO new initiative Safety 4

Scope of HPI within AEP Utilities The AEP Utilities effort is focused on safety Two areas of focus: Distribution Meter Revenue Operations (MRO) Phased Approach Phase I Assessment Phase II Implementation with Field Workforce Phase III Sustaining HPI 5

Performance Improvement International (PII) Brought in Dr. Chong Chiu from PII to evaluate our safety culture and make recommendations on how HPI could be utilized to improve our safety performance 6

Phase I - PII Assessment Method of past injury events to find key areas to focus Cultural survey for readiness and sustainability Field assessment 7

Phase II - Implementation with Field Workforce Skill Behavior Tools Distribution and MRO Strategies HPI Champion Role Building Block Approach 8

Skills Behavior Training 7 HPI Tools Change Awareness & Tracking (CAT sm ) STAR Stop, Think, Act & Procedures/Standards Compliance Questioning Attitude Stop when Unsure or Unsafe Clear Communication 9

Distribution HPI Strategy 1. 2. Pre-Job Brief 3. N-1 Activities 4. Life Saving Rules 5. Skill/Behavior Training 6. Technical Training 7. Updating Safety Materials and Procedures 10

MRO HPI Strategy 11

Building Block Approach - Distribution 2Q 2009 3Q 2009 4Q 2009 1Q 2010 Pre-Job Brief and STAR Pre-Job Brief and Clear Communication N-1 and Procedure Compliance N-1 and Questioning Attitude LSR and Stop Work N-1, Procedure Compliance, and/or Questioning Attitude PJB, STAR, and/or PJB, STAR, and/or PJB, STAR, and/or Clear Application & Clear Clear Communication Reinforcement Communication Communication HPI Through Safety Stories and SHEMS Reports HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 2Q 2010 3Q 2010 4Q 2010 Technical Training - Technical Training - Line of Fire Traffic Control Technical Training - Hazardous Footing Technical Training - Material Handling and Rigging Technical Training - Knife Use Uniform Electrial Practices Training: Minimum Approach, Qualified Observer, and Cover-up HPI Foundation - Individual Components ed, as needed, to support each Technical Training Module Application & Reinforcement HPI Foundation - Individual Components ed, as needed, to support each Technical Training Module LSR Recap: Stored Energy, Minimum Approach, Qualfied Observer, and Cover-up N-1, Procedure Compliance, and/or Questioning Attitude PJB, STAR, and/or Clear Communication Phase 3 and Future Sustainability Efforts for HPI HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 12

Building Block Approach - MRO MRO HPI Timeline 1Q 2010 2Q 2010 3Q 2010 4Q 2010 Vehicle Accident Reduction Policies Distractions/Aware ness Training-Zero Harm Rules Communications - Pre-Job Brief, Stop, STAR N-1 Theory & Procedure Compliance Communications - Pre-Job Brief, Stop, STAR Dog Bite Injury Reduction Policies i - HOP & Zero Harm Rules N-1 Theory & Procedure Compliance Communications - Pre-Job Brief, Stop, STAR Application & Reinforcement Communication & Questioning Attitude Slips, Trips, and Falls Injury Reduction Policies - Zero Harm Rules - U3 & CAT Communication & Questioning Attitude Slips, Trips, and Falls Injury Reduction Policies - Zero Harm Rules - U3 & CAT Communication & Questioning Attitude Dog Bite Injury Dog Bite Injury Dog Bite Injury Reduction Policies - Reduction Policies - Reduction Policies - HOP & Zero Harm HOP & Zero Harm HOP & Zero Harm Rules Rules Rules N-1 Theory & Procedure Compliance Communications - Pre-Job Brief, Stop, STAR N-1 Theory & Procedure Compliance Communications - Pre-Job Brief, Stop, STAR N-1 Theory & Procedure Compliance Communications - Pre-Job Brief, Stop, STAR Application & Reinforcement Phase 3 and Future Sustainability Efforts for HPI HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview HPI Overview Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 13

Strategies Consistent branding and messaging across operating companies Provide the tools and resources to speak with one voice Champions/peers deliver the message Focus on communication mediums that the audience is comfortable with and can access Share materials with front line leaders in advance Use employee stories and past safety data to build the case Demonstrate that Zero Harm is possible Find opportunities to bring HPI out of training and into everyday discussions and work habits 14

Magnitude of Training Effort Distribution 54 people developing and training 120,000 hours in 2009 & 2010 2,500 employees trained each month MRO 90,000 hours of training in 2009 & 2010 54 people developing and training 1,400 employees trained each month starting in 2010 15

Phase III - Sustaining HPI Strategic Goal Sustain HPI processes, procedures and work practices to achieve the goal to minimize distractions, reduce errors and frequency and severity of events in order to drive AEP Utilities towards a zero harm culture. Strategic Objectives: Develop and implement a comprehensive strategy that focuses on: leadership development; integration of HPI into work practices; fresh approaches to teaching and reinforcing HPI tools and concepts; and an aligned organizational strategy for sustaining HPI for the next three to five years. 16

2011 Objectives Enable Front-line Leaders to Effectively Lead HPI Effort Establish mechanisms that provide timely and effective feedback on the safety of our work practices Analyze events to determine root causes that prevent future incidents Develop cultural norms and behaviors that reinforce human performance improvement principles and initiatives Implement tools and processes to measure the performance of our HPI initiatives Develop a sustainable governance model that effectively leads Utilities HPI efforts within and across operating companies Integrate HPI principles with training programs 17

Severity Rate for Field Resources 18

Lessons Learned Communicate, Communicate, Communicate Involve the people doing the work Address change management issues Seek feedback and adjust as needed Don t make the training sessions too long Keep It Simple! 19

Feedback and Questions 20