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News and Updates from Seattle City Light

Seattle City (Spot)Light: Outdoor Enthusiast, Energy Analyst Emma Johnson on Conserving Energy at Work and Home

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Senior Energy Management Analyst Emma Johnson just celebrated two years at Seattle City Light in December. As a part of the Solutions Design and Management Team in Customer Energy Solutions, Emma manages four commercial and industrial programs: Commercial Retrofit (non-lighting); Industrial Energy Management; Midstream HVAC; and the Internal Conservation program, with a goal of 40 percent in energy savings at City Light facilities by 2025.

Emma grew up in Kent, Wash., and has never lived outside of the Puget Sound because, well, it’s pretty nice here. She now lives in Beacon Hill but has lived in various Seattle neighborhoods throughout her life. “Beacon Hill is a great place to live,” Emma shared. “My neighbors are fantastic people from all over the world. There are also all sorts of neighborhood gems like Breezy Town Pizza/ Clock Out Lounge;  the Cheasty Greenspace; and Jefferson Park.

Get to know Emma in this week’s (spot)Light as she talks about her professional background and love for outdoor activities in the Pacific Northwest.

“My undergraduate degree is in politics, development, and the environment from Huxley College at Western Washington University. I also have a master’s degree in public administration from the Evans School of Public Affairs at the University of Washington. Before joining City Light, I worked at the City of Bellevue for many years as their Resource Conservation Manager.

“I was drawn to City Light because it’s a public utility. My career path has followed the public sector mainly because being in government is a very impactful way to improve the lives of the people and the environment. I wanted the chance to improve the energy efficiency of our city’s commercial buildings because it’s a great way to lower greenhouse gas emissions, reduce the demand on natural resources, and save customers money!

“Whitewater kayaking is a huge part of my life. One of my favorite rivers is the Ruby Creek that flows into Ross Lake. I’ve skied in the Ruby Mountain area, which has one of the coolest ski-views around! I also spend a lot of time fixing up my older 1941 home:  I’ve installed a ductless heat pump, solar panels and insulation – my home is now nearly net-zero energy, oil-free, and my next car will definitely be electric!

“I’m grateful for the wonderful support of my team, managers, and City Light leadership. There are so many all-around fantastic people working here, and I am so happy to be a part of the team working to make things better!”

Year in Review: Reflecting on an Unforgettable Year

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It’s hard to pick the proper superlative to describe 2020. It was a year that has affected us all in some way while being a year that we’ll never forget. Even at its darkest moments, we still witnessed sparks of the resilient human spirit and glimpses of hope for a brighter tomorrow.

As we look ahead to 2021, we wanted to take one last look back to reflect on this unforgettable year. Here is a snapshot of our 2020.


Supporting our customers amid the COVID-19 Pandemic

the word community with a heart drawn around it

Like everyone else, City Light had to maneuver and adapt to the challenges of the COVID-19 pandemic. Through it all, our employees were up to the task and were unwavering in their commitment to power and empower the communities we serve. In March, City Light mobilized to expedite support for customers struggling to afford their utility bills, along with shifting operational procedures and protocols such as planned outages and additional safety measures.
The pandemic continues to impact our customers in a multitude of ways, especially financially. If you are in need of financial assistance, visit seattle.gov/light/assistance/.

The passage of the Transportation Electrification Plan to guide Seattle City Light’s investments in an electrified transportation system

Mayor Jenny Durkan applauded City Council’s passage of City Light’s Transportation Electrification Strategic Investment Plan, an important step in committing resources and making investments to modernize our electric grid and enable a once-in-a-century transformation of the Seattle area’s transportation ecosystem.

The plan sets the priorities for future programs and services and describes how the utility will bolster and modernize our electric grid to enable public transit charging, support freight and commercial fleets and provide flexibility for personal mobility. City Light centered this plan on three key values:

  • Equity – to ensure benefits are focused to support and uplift underserved communities.
  • Environment – to improve air quality and public health.
  • The grid – operating the electricity delivery system as a community asset to deliver public good.

The plan reflects City Light’s engagements with the cities in our service area, with the communities we serve, and with our partner agencies to further our modernization and customer-focused missions, including ensuring that investment in transportation infrastructure results in equitable outcomes.

Seattle City Light recognized as No. 1 West Midsize Utility in J.D. Power 2020 Electric Utility Business Customer Satisfaction Study

City Light received the highest customer satisfaction index score of any midsize electric utility in the western United States, according to the J.D. Power 2020 Electric Utility Business Customer Satisfaction Study. The overall satisfaction index examines six factors: power quality and reliability; corporate citizenship; price; billing and payment; communications; and customer contact. Seattle City Light received the highest score (5 of 6) in the following: power quality & reliability; corporate citizenship; price; billing & payment; and customer contact.

City Light replaced over 1,400 wood utility poles in our service area to enhance safety and reliability

Crews replacing one of the 1,400 wood utility poles

City Light made considerable progress in replacing aging utility poles throughout the utility’s service area as part of the accelerated pole replacement program, which was created in 2019 to improve safety and reliability. After an investigation following an April 2019 incident that resulted in the failure of 26 poles, City Light committed to more quickly replacing poles to address a backlog of approximately 6,000 poles deemed in need of replacement or reinforcement. Given the availability of resources (materials, crews, contractors, funding), the utility aims to replace 1,000-2,000 poles annually over the next several years, depending on available resources and budget constraints due to the COVID-19 response.

City Light joined the Western Energy Imbalance Market

Diablo Dam
Diablo Dam, Skagit Hydroelectric Project in the North Cascades National Park Complex

On April 1, City Light officially joined the California Independent System Operator (CAISO) Energy Imbalance Market (EIM). This program uses state-of-the-art technology to find and deliver low-cost energy to meet real-time demand across eight western states. In addition to the real-time market benefits, the ISO started a stakeholder initiative process to extend the day-ahead market to EIM participants next year, offering greater value in the market. Benefits for EIM participants have totaled more than $861 million since its launch in November 2014. It has also reduced greenhouse gas emissions by more efficiently integrating clean energy into the grid.

New Electric Vehicle Fast Chargers in Seattle

EV Charging Station at Madison-Miller

Seattle City Light announced several new public electric vehicle (EV) fast chargers in the city of Seattle. The publicly accessible stations are part of a pilot program to install 20 EV fast chargers throughout the utility’s service area and support the city’s Drive Clean Seattle initiative, which centers on delivering community-focused transportation solutions.

The newly installed chargers were placed in the following locations:

  • Magnuson Park (located off of Sportsfield Drive NE on the west end of the W6 parking lot)
  • Madison-Miller (East Olive Street, between 21st and 22nd avenues)
  • Alaska-Junction (39th Avenue SW, between SW Oregon Street and Fauntleroy Way SW)

City Light Employees Raised over $8,000 in Holiday Donations

city light employee carrying donated toys into City Light South Service Center
City Light employees bringing in toys for Toys for Tots

With the holidays looking a little different this season, one thing has stayed the same at City Light: our employees’ dedication to giving back. The City Light giving workshops have been busy this holiday season, with our employee elves spreading a little extra cheer across the region.

Planting trees to study climate change

Denise Krownbell and Ronda Strauch at Stossel Creek

The innovative Stossel Creek Pilot Project replanted portions of logged land now owned by City Light to grow a new forest that could be more resilient to climate change. City Light and its partners, including Mountains to Sound Greenway Trust, Seattle Public Utilities and the Northwest Natural Resource Group, received a $140,000 grant to reforest land around Stossel Creek in the Tolt River watershed northeast of Carnation. The grant money is being provided by the Wildlife Conservation Society through its Climate Adaptation Fund, a program supported and established by a grant from the Doris Duke Charitable Foundation.
In early 2020, City Light and its partners planted 14,000 tree seedlings as part of this project. Watch KING 5’s story about the planting here.

City Light completed multiple capital improvement projects

South Park Underdeck Lighting Project

While the pandemic brought a series of challenges, City Light was committed to completing projects to enhance the utility’s infrastructure. As always, the utility took the proper precautions to keep both our employees and the communities we serve safe.

The launching of the new City of Seattle utility services website

City Light and Seattle Public Utilities launched the City of Seattle’s new utility services website. This upgraded site includes a suite of benefits to enhance your customer service experience. Learn more about the site at myutilities.seattle.gov. 

City Light Offered free energy-saving equipment installation for small businesses and nonprofits

City Light offered free energy-efficient lighting and water savers to small businesses and nonprofits to help ease the burden of the COVID-19 pandemic. The program helped businesses with inefficient incandescent, halogen, or compact fluorescent lighting by installing LEDs.

City Light educated students with the help of our Energy Heroes

These free educational workshops and classroom presentations for teachers and students in grades 1-8 focus on renewable energy, sustainability, energy conservation and electrical safety. Due to the COVID-19 pandemic, the team converted the workshops to a virtual format. The team received positive responses from teachers.

A City Light employee even started a garden club!

Lori Fowler, the senior gardener at City Light’s Skagit Hydroelectric Project in the North Cascades National Park Complex, maintains the numerous gardens around the towns of Newhalem, Diablo, and the three powerhouses and dams that make up the project. During the weeks of shut down, due to the ongoing COVID-19 pandemic, Lori was able to work, but the effects of social separation took a toll. So, she began the “Plants in Power” gardening club for the local residents and employees. Click on the title to read her story.

These are just a handful of stories and accomplishments from City Light’s year. We want to thank our incredible employees and our customers for their support throughout this year.

Here’s to a brighter 2021!

City of Seattle can Help Pay Your Electric and Utility Bills

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Traducción Española | dịch tiếng Việt | 中文翻譯  | 한국어 번역 Tarjumaadda Af-Soomaaliga | የአማርኛ ትርጉም

COVID-19 has affected Seattle residents in many ways. Many people, including older adults and families, are facing tough times due to job loss.

The City of Seattle can help people who are struggling to pay their electricity and utilities bills. Eligible households can enroll in the City of Seattle’s Utility Discount Program (UDP), which offers a 60% discount on Seattle City Light bills and a 50% discount on Seattle Public Utilities bills.

Person's hands counting paper money

To be eligible, your pre-tax household income must be at or below 70% of the state’s median income. (The “median income” value is used by many
programs to determine income eligibility. In 2021, a four-person household
may earn up to $5,996 per month or an annual income of $71,952 before
taxes or other deductions.)

UDP Application Process
• Complete the online enrollment form at this website.
The form is in English. For language support, please call to speak to a
representative.
Your application will be reviewed and processed. If your application meets the eligibility requirements, your household will be enrolled.
The response email or letter may be in English.
• The discount may take up to two billing cycles to appear on your bills.
• Customers approved for receiving the discount will need to renew their application with income documentation six months after their approval date.

If you receive a call, email and/or postcard stating you need to contact our office to renew your application, please call 206-684-0268 to speak to a representative. Interpretation services are available. You do not need to complete another online application form.

If you have questions about UDP enrollment or would like assistance, call or e-mail UDP@Seatttle.gov. If you need an interpreter, please request one when you call, and please tell the operator what language you need interpretation for. There may be a slight wait time to connect to an interpreter.

You can find additional information, including more detailed eligibility requirements, on this webpage: www.seattle.gov/UDP.

Mayor Jenny Durkan announced that Seattle City Light and Seattle Public Utilities will keep services on for customers, even if they are behind on paying their bills, throughout the pandemic. Customers can set up a deferred payment plan by calling 206-684-3000 or by sending an email through this website at any time.

City Light Employees Raise over $8,000 in Holiday Donations

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With our holidays looking a little different this season, one thing has stayed the same at City Light: our employees’ dedication to giving back. The City Light giving workshops have been busy this holiday season, with our employee elves spreading a little extra cheer across the region.

Toys for Tots Toy Drive at our Service Centers

Up north at Boundary, employees donated over $3,000 at their annual fundraising event. “We wanted to help underprivileged kids and their families get through the holidays,” shared event organizer and City Light employee Bear Holter. Past holiday events included an employee potluck with delicious homemade treats and an in-person auction, but this year the Boundary crew decided to alter the format to keep everyone safe and healthy. Though the food festivities were halted, employees donated items for a socially distanced auction, splitting proceeds between the Tree of Sharing and the local Ione Food Bank.

“We are so proud of the generosity and selflessness of our employees to continue this tradition of giving to those in our area in a time where every act of kindness matters,” Bear expressed.

Further south, employees at the North and South Service Centers shifted their usual employee celebration and united in a new way by organizing a Toys for Tots toy drive!

“The service center holiday celebrations have been a long-standing tradition for our folks with many retirees/families involved over the years,” City Light’s Erica Gaur explained. “It was very exciting to see everyone come together and stay in the true holiday spirit, especially during these times.”

Together, the service centers donated over $4,000 in toy donations (filling up a 10-yard dump truck full of toys!) and have aspirations of spreading cheer with future holiday toy drives.

But it doesn’t end there. Our Environment, Land and Licensing Business Unit (ELLBU) showed their support in holiday giving by putting together a fun trivia challenge in which they raised over $1,500 for Project Share.

ELLBU’s virtual fundraiser for Project Share

From near, far, and everywhere in between, the holiday spirit shines through our employees and the collective efforts to give back to local communities and causes. And that makes for a very good day at
the City Light giving workshops.

A huge thanks to Bear Holter and Janet Hart from Boundary; Robert Santoff, Tosha Siebert and Erica Gaur from the North and South Service Centers; and Cierra Holland Purcell from ELLBU for sharing their work to support those within the community and in spreading the holiday spirit throughout City Light.

City Light is ready for winter weather. Are you?

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A Seattle City Light truck driving on a road covered in snow at night

Seattle City Light monitors weather conditions to prepare for potential power outages when high winds, heavy rain, or snow and ice are in the forecast. We are prepared with the necessary equipment, supplies, chains for trucks, etc., to respond to any outage. Should there be widespread outages, we have crews on standby ready to respond and work 24/7 until every customer is back on. You can track outages on our online outage map –seattle.gov/light/outage.  

As winter weather begins to roll in, the hazards of snow and ice can bring our region to a halt. We have a few tips to keep you ready, warm, and most importantly, safe.

What should I do if the power goes out and it gets cold?

  • Never use generators and barbecues indoors; keep them outside and away from windows.
  • Use flashlights and battery-operated candles to light the inside of your home; avoid open flames.
  • Stay warm with layered clothing and blankets.
  • Keep doors and windows shut.
  • Open your blinds facing sunlight; this helps bring warmth into your home.
  • Weatherize your home; caulking and weatherstripping are easy ways to keep cold air out. Find out how you can weatherize your home and get rebate information at energysolutions.seattle.gov.

How does the cold weather or snow impact my electrical service?

  • Snow and ice-related outages occur if a branch falls on powerlines due to the weight of the precipitation. Sometimes, equipment may fail due to low temperatures.
  • Avoid driving during this type of inclement weather as striking power poles can cause outages.
  • Rapidly melting snow on tree branches can cause them to spring up into powerlines, which can cause outages.

How do I stay safe in the snow?

  • Falling on icy sidewalks is a major cause of injury following a winter storm. Always wear appropriate footwear.
  • If you must drive, make sure your car is ready. Carry chains or other traction devices and be prepared to put them on. Make sure windows are clear and the snow is brushed from the entire car.
  • Know where your valve shutoffs are located. If an emergency occurs, you’ll need to know how to shut off electricity, gas and water at main switches and valves.

For more tips to help you prepare for an outage, visit powerlines.seattle.gov/outage.

Seattle City (Spot)Light: Hydro Operator Tim Terrill on Powerhouse Job and Rural Living

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Hydro Operator Tim Terrill will celebrate two years at Seattle City Light this January. As part of the Utility Engineering & Operations Business unit, Tim works at Boundary Dam, where he controls and maintains the equipment that creates electricity.  

“I enjoy learning all about the powerhouse and the various systems that go into making the electricity we generate here at the Boundary Hydroelectric Project,” Tim said.   

Tim grew up on the eastern side of Washington state in Colville and has stayed in the “Upper Left, USA” his whole life. He lives in Ione, where he “loves the quiet and rural lifestyle the area offers. I enjoy my free time hiking, hunting, fishing, and working around my property. Any outdoor activity is great in this area.” 

In this week’s (spot)light, Tim talks about his professional background and his hobbies.  

“I studied marine engineering at Seattle Central Community College. I worked in the dredging industry for almost 10 years as an offshore marine engineer. Working at City Light was an easy decision. I work close to home and sleep in my bed every night!  

“As a hydro operator, I operate the machinery and systems that make power at Boundary Powerhouse. We maintain the lake level during spill season by opening and closing spill gates as directed by the power dispatchers,” Tim explained. “I make daily rounds and report any abnormalities to the engineers and trades workers who facilitate repairs. Operators must fully understand all systems and how these systems interact with each other to make electricity. Most of the job is monitoring vitals from a control room and, when things go haywire, taking corrective action as needed to maintain system reliability. We also isolate and manage hazardous energy sources so that equipment is safe for our trades workers. 

“One of the things I most like about working at City Light is that I’m close to home. The utility also provides great resources and benefits. Working here has been an amazing opportunity, and I’m grateful to be part of the team.” 

New Green Up Program Options

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Solar Panels and Flower

Green Up is a voluntary renewable energy program that allows you to support Pacific Northwest wind, solar and other renewable energy projects generating carbon-free energy. When you participate in Green Up, we purchase regional renewable energy credits (RECs) on your behalf and fund local rooftop solar projects hosted by nonprofits and public organizations like affordable housing, schools, and parks.

After listening to our customers, we have re-designed the Green Up program to have more affordable and different contribution choices. Beginning on January 1, 2021, customers will now have two ways to participate in the program. You determine what method and what dollar amount works best for you.

  • Green Up Match: Match up to 100% of your monthly electricity use or a percentage of your choosing. The average City Light home uses about 600 kWh of electricity each month. A 100% Green Up Match of the average home would equal approximately a $6 monthly commitment or $12 on your bi-monthly bill.
  • Green Up Block: For as little as $1 a month you can purchase a 100 kWh Green Up Block to be added to your regular City Light bill. There are no limits to the number of Green Up Blocks you can purchase. The more you purchase, the more renewable energy you support. Sign up for Green Up Block and choose your monthly dollar amount contribution.
Pre-Enroll Today!

How Does Green Up Work?

  • You buy renewable energy credits (RECs) through Green Up – there are two ways to participate and the cost is added to your regular City Light bill
  • City Light purchases RECs from local and regional projects on your behalf – one renewable energy credit for every 1,000 kWh of electricity they produce
  • You can cancel at any time – there are no long-term commitments or additional fees
  • Green Up is certified by the Green-e(R) Energy Program which guarantees the program meets strict environmental and consumer protection standards established by the nonprofit Center for Resource Solutions
  • Green Up charges will show up on your electricity bill, either at a match level of your choosing or a set monthly dollar amount
  • The RECs purchased through Green Up are generated from Green-e approved wind, solar, or other renewable sources.

Why Join Green Up?

  • It’s a low-cost way to support clean energy: You choose your support level – starting as low as $1 a month per 100kWh block to matching 100% of your electricity use or more!
  • It’s a green thing you can do to help protect the environment: By supporting this program, you are adding clean, renewable energy to the regional and local power grid.
  • It’s innovative and equitable: Green Up is increasing access to clean energy and green jobs, improving the health and economy of our local communities and the region.

Pre-enroll today and join the hundreds of City Light customers investing in Green Up. Thank you for being a champion of the environment and the local community!

Seattle City (Spot)Light: Christina Orrino

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Landscapes Supervisor Christina Orrino began her Seattle City Light career two and a half years ago. “We maintain approximately 60 locations, including 17 active substations in addition to the North and South Service Centers,” Christina said. “There are diverse landscapes between all of these sites; some require more detailed work due to the broader selection of plants while others need less attention. Several sites like Duwamish, Creston Nelson and Magnolia have had restoration work with a focus on pollinator habitat.” 

A native Washingtonian, Christina was born and raised in the Pacific Northwest. “I live just up the hill from Carkeek Park and the ability to know my neighbors and have a community that feels welcoming and accepting makes the area feel special,” Christina shared. “Another wonderful aspect of living so close to the park is we see all kinds of wildlife, including coyotes, barred owls, songbirds, and the usual raccoons and bunnies.” 

In this week’s (spot)Light, Christina talks about her background, her love for horticulture, and her work at the utility.

“Before coming to City Light, I spent 10 years in the Urban Forestry division at SDOT. I worked on some incredible projects with some very talented people and learned a great deal. I was ready to transition and move onto a different chapter in life where I felt I needed new challenges. I knew several people who moved into positions at City Light, so I decided to make the leap. 

“My love of horticulture is a huge part of my life. Working in my own garden and visiting arboretums and botanical gardens are a joy for me. It’s something that keeps me grounded and reduces my stress. I believe it makes me a happier person. I am truly a plant geek! Painting is also something I have a passion for, mostly acrylic, but I’ve been playing with watercolors lately… it is definitely harder than it seems. My half Aussie and Golder Retriever, Dorothy Parker, is another big part of my life and gets a fair amount of my attention. 

“I love to travel. My partner and I snuck in a three-week trip to New Zealand right before the COVID travel restrictions were put in place. I also enjoy spending time on my property in Arivaca, Ariz. It’s completely off the grid and is truly a magical place, but the Northwest is home for me. 

“I enjoy my work at the utility. Aside from all of the wonderful and supportive people, I believe the work that we do is critical. Keeping the interior substations clear for the folks who work there is an essential job, keeping the exterior beautiful attributes to the overall well-being of City Light employees and Seattleites alike. There are many studies that show green spaces contribute to better overall mental health and I truly believe that our contribution is a positive one.” 

Seattle City Light recognized as No. 1 West Midsize Utility in J.D. Power 2020 Electric Utility Business Customer Satisfaction Study

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Seattle City Light received the highest customer satisfaction index score of any midsize electrical utility in the western United States, according to the J.D. Power 2020 Electric Utility Business Customer Satisfaction Study. The overall satisfaction index examines six factors: power quality and reliability; corporate citizenship; price; billing and payment; communications; and customer contact. Seattle City Light received the highest score (5 of 6) in the following: power quality & reliability; corporate citizenship; price; billing & payment; and customer contact.

“This award is a great example of the commitment of our City Light employees to our customers, especially during a year that has brought so many unexpected challenges for our business community,” said City Light General Manager and CEO Debra Smith. “We are honored to receive this prestigious award, especially when so much has been asked of our employees. We cannot thank them enough for their dedication to their work.”

The study, fielded from February through October 2020, was based on responses from 18,457 online interviews of business customers in decision-making roles related to their utility company.

As the number of COVID-19 cases began to rise within the region, City Light’s Business Customer Services took significant strides to support its customers, including small and medium business customers, to help ease the financial challenges of the pandemic. The team, including Key Customer Managers, provided a holistic approach to supporting its customers, including proactively offering payment plans or arrangements, providing virtual energy audits to identify methods to reduce electricity usage within their business, working with customers one-on-one through a concierge-style service and contacting known closed businesses such as restaurants to assist in closing their City Light accounts. We believe these efforts contributed to the utility’s increase in its overall customer satisfaction index score by 32 points from 2019. 

“Customer service demands continuous improvement while remaining nimble enough to anticipate change,” said Craig Smith, City Light Chief Customer Officer. “This year, our Business Customer Services team went above and beyond to provide the outstanding level of service our utility strives for. City Light will remain steadfast in its commitment to its customers as our region recovers financially from this pandemic and beyond.”

The 2020 Electric Utility Business Customer Satisfaction Study, now in its 22nd year, measures satisfaction among business customers of 86 targeted U.S. electric utilities, each of which serves more than 40,000 business customers. In aggregate, these utilities provide electricity to more than 12 million customers.

For more information about the J.D. Power Electric Utility Business Customer Satisfaction Study, visit https://www.jdpower.com/business/utilities/electric-utility-business-customer-satisfaction-study.

About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About Seattle City Light
Seattle City Light, one of the nation’s largest publicly owned utilities, generates and delivers affordable, reliable and environmentally responsible power to the homes, businesses, and communities we serve. We provide carbon-neutral electricity, generated primarily from carbon-free hydropower, to over 900,000 residents in Seattle and the surrounding areas.

Temporary Revised Timelines for New Service Connections

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Seattle City Light remains committed to providing affordable and reliable electric service while prioritizing the safety of our customers and crews. As an essential service provider, we recognize our role in meeting the needs of our communities and we also understand the need for consistency and predictability in meeting service connection commitments.

Several factors combined created significant resource challenges and a growing backlog for new service connections at this time. These factors include a pause in work in response to Governor Inslee’s “Stay Home, Stay Healthy” order earlier this year, other COVID-related impacts to our operations staffing model and vacancies, as well as competing priority projects and unplanned essential work.

Depending on the complexity of the project, we estimate timelines for service completion are weeks or even months longer than in the pre-COVID world. We also note that our role is just one of several processes required for customer service connections. The Seattle Department of Transportation and Seattle Department of Construction and Inspections also require certain process steps that can often be linear in their impact to the customer.

Temporary Process Changes

To be transparent and set realistic expectations for our customers seeking new service connections, we are publishing a temporary update to our Connection Timeline (Table 1.3) in City Light’s “Requirements for Electric Service Connection” (RESC), the primary resource for customers initiating service requests. This document outlines the submittal requirements for each type of service, including estimated timelines for each process step along the way. For new requests, we are modifying Table 1.3 – “Estimated Turnaround Times Per Phase of Application Process, Looped Radial” to align with what customers are currently experiencing. Network connections are covered elsewhere and are not being modified at this time.

We will always strive to do better but want to be mindful about setting clear expectations from the start. We expect the modified timelines could be in place throughout 2021; we hope to revert to our-pre-COVID timelines on or before Jan. 1, 2022.

Efforts to Improve

In the near-term, we are building capacity with our staff by attempting to fill line vacancies and adding electrical service representatives. We will also supplement City Light resources with contract resources. We are implementing other operational process improvements to provide more transparency in tracking and reporting on customer-facing engagements and how work is ultimately assigned for construction. Using metrics to help quantify success and data-driven approaches to inform work management and operational decision-making, we will report in Q2 and Q4 with the goal of adjusting to improved connection timeline expectations by the end of 2021, if not sooner.

For long-term improvements to both the customer and employee experience, we have launched a process improvement project to identify gaps and inefficiencies, establish and streamline business processes, provide process visibility and predictability, and deliver timely and reliable service connections and accurate bills. While a multiyear project, we expect to see significant impacts from this effort by year-end 2021.   

City Light exists to serve customers and as a public utility, we have an even greater responsibility for ensuring equitable access to services and products for all our customers. One key element to setting priorities is ensuring we are focused on all areas of our community, including those where access to our services may be limited and those where specific programs are providing housing for low-income and homeless populations.

We recognize these delays and extended timelines have cascading impacts on our customers and we sincerely regret the inconvenience we are creating. Our goal is to meet or exceed our customer expectations and it is disappointing when we do not. As we thoughtfully review and improve internal processes seeking long-term benefits, City Light will continue to work with affected customers to schedule final electrical service connections, based on resource and staffing availability.

Reminder: Public-facing counter closures

Earlier this year, in accordance with public health guidance, the City closed its public-facing counters across multiple departments, including Seattle City Light. City Light has closed the public walk-in areas at the North Service Center (1300 N 97th St., Seattle 98103) and South Service Center (3613 Fourth Ave. S., Seattle 98134). Customers may still use payment drop boxes at these locations.