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Reliability, Service Restoration
and Emergency Preparedness

Our Commitment 

FirstEnergy’s commitment to making our customers’ lives brighter starts with programs and initiatives that improve service reliability and extends to continually re-evaluating our emergency response plans.

Energy Reliability

Safe, reliable power is a top priority. We continue making multibillion-dollar investments in our electric distribution and transmission systems by upgrading aging infrastructure, increasing network automation, enhancing security and adding operating flexibility. These modernization and improvement projects enhance the reliability of our customers’ electric service with a stronger, more efficient and resilient power grid.

One of the ways we hold ourselves accountable for ensuring service reliability is by including metrics—Distribution System Average Interruption Duration Index (SAIDI) and Transmission Outage Frequency (TOF)—in our KPIs. SAIDI represents the average total duration of outage minutes in a year for each customer served, adjusted for major storms. Our KPI goals for SAIDI are in line with annual standards established by the state utility commissions and are set to challenge our operating companies to improve performance. TOF measures the transmission line frequency of outages, excluding those that are scheduled, forced by emergency or operational. The KPI goals for TOF are based on peer comparison. For the past three years, we have performed better than the threshold targets for these metrics.

Reliability Performance





System Average Interruption Duration Index (SAIDI)1




System Average Interruption Frequency Index (SAIFI)2




Customer Average Interruption Duration Index (CAIDI)3




1Average total duration of outage minutes in a year per customer served (adjusted for major storms)
2Interruptions per customer
3Reliability index (formula aggregating SAIDI and SAIFI)

In 2019, FirstEnergy was recognized by EEI with the Emergency Response Award for the outstanding efforts of our crews and support personnel who work around the clock in difficult circumstances to restore power. After a several-day wind storm in late February, with winds reaching 70 miles per hour across our six-state service area, our crews restored service to more than 1 million customers.

Service Restoration and
Emergency Preparedness

When power outages occur, the key to successful service restoration is effective emergency planning. Following a storm or other emergency, our high standard for emergency preparedness enables us to respond quickly and safely. The Edison Electric Institute (EEI) has recognized FirstEnergy more than two dozen times over the years with its Emergency Recovery Award and Emergency Response Award for utilities that demonstrate exceptional response to significant events within their service territory and aid other utilities in times of need.

Our Emergency Operations Center brings together a team of employees from across FirstEnergy who serve as the central resource for support and coordination of our service restoration process, particularly during weather emergencies. Our process incorporates key principles and concepts found in the National Incident Management System to ensure a standardized, consistent and scalable approach to all incidents regardless of size, scope or complexity. To maintain a state of operational preparedness, we annually conduct exercises that test key systems, processes and training. Additionally, we conduct After Action Reviews following all major storm events and emergencies to continuously improve our readiness.

FirstEnergy’s storm preparedness process includes:

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