LIPA: PSEG systems that led to bad response during Isaias taking too long to be fixed, upgraded

LIPA, which oversees PSEG, says it does not look like the utility is in the position it needs to be when it comes to customer communication.

News 12 Staff

May 20, 2021, 2:32 AM

Updated 1,068 days ago

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The CEO of LIPA says PSEG's systems that led to the bad response after the storm Isaias is taking too long to be fixed and upgraded.
"We pay PSEG $80 million a year in management fees for great management and this was not great management," says LIPA CEO Tom Falcone.
LIPA, which oversees PSEG, says it does not look like the utility is in the position it needs to be when it comes to customer communication. That determination comes less than a year after Tropical Storm Isaias rocked Long Island, leaving hundreds of thousands without power for days.
"We'll be better than we were in Isaias, but the name of the game isn't to be better, it's for the systems, these systems IT systems to work as they were designed to work," says Falcone.
LIPA's Board of Trustees met Wednesday to give an update on the more than 140 recommendations made to PSEG after the massive breakdown in customer communication following Isaias.
Mainly, the IT system that crashed and customers who had no power could not get a response from PSEG.
"Where we are right now is the systems have been improved, but they aren't what they should be," says Falcone.
LIPA says PSEG's response to Isaias revealed serious management deficiencies and if it doesn't see improvements to customer service.
One area hit hard by Isaias was Syosset. Brian Kitograd lost power during that storm.
"Lot of trees down, lot of roads closed," says Kitograd.
Kitograd says his area lost power last week and within two hours it was restored, which he thought was quite impressive.
PSEG issued a statement saying, "PSEG Long Island has been responsive to recommendations from LIPA and the DPS as it continues to implement the recommendations identified by the LIPA 30- and 90-day reports as well as other project plans directed by the LIPA Board of Trustees. In addition, PSEG Long Island continues to implement improvements identified internally as well as those identified in the process of testing its telephone and OMS systems.
Our OMS 5.5 system as well as our digital channels (which includes Telephony) have undergone upgrades, performance tuning and numerous tests, and are ready for storm season. OMS version 6.7 will not go into production until it has been thoroughly tested and when the timing is appropriate."


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