The Metropolitan Region underwent an unprecedented intense snowfall. An unusual occurrence, a similar episode being recorded 46 years ago. The snow covered roofs and streets, mostly in the city’s western neighborhoods. In this area, the event provoked multiple and severe damages upon the electric power network, product of the snowfall, tress and large size branches fell over the network, cutting lines, dragging posts and seriously damaging distribution transformers. The effects of the emergency are comparable only to those left by the 2010 earthquake.
As a consequence of this, the electric power supply to close to 311,000 Enel Distribution customers was interrupted, for a total of 3,700 power outages, the equivalent of those recorded during two months of normal operations. This demanded an urgent and decisive response on the part of the company, which extended during several days, until solving the emergency. More than 800 persons worked in the field, in uninterrupted shifts; the telephone service attended more than 205,000 calls towards handling the service, on a case by case basis; and more than 139,000 interactions took place over the social networks. Customer service executives, professionals and technicians of the Operations and Business Areas, as well as all of the areas depending from them worked long consecutive days, in order to deliver a solution to the severe damages on the distribution network.
By the fourth day, 99% of the electric power supply affected by the snowfall had been recovered, which enabled the gradual recovery of the normal electric system supply. However, the work continued strenuously. The emergency has left important challenges and opportunities towards improvement, which the Company expects to implement in future contingencies, adopting short and medium range plan deadlines, in coordination with the corresponding authorities. The improvements shall be focused partly upon the reinforcement of street network maintenance, as well as powering tree pruning plans. Alternatives shall also be analyzed towards increasing the number of crews working in the field during emergencies and perfecting customer service tools. Work shall continue towards being better prepared for unusual scale events, in such a way as to render quality to the customers.