Making customer service important again

By Toronto Star


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Anthony Haines found out about the importance of customer service close to home.

The chief executive of Toronto Hydro – who joined the company in 2005 – discovered that a power failure of less than a minute wasn't counted as an outage by the utility.

He got a different perspective from his wife, who works from home, sometimes facilitating on-line conferences that are knocked out even by a mini-outage.

"We've done a really awful job in recent years of serving customers, as an industry," Haines told a conference on modernizing the electricity system, organized by the Strategy Institute.

The first year in his new home, Haines said his neighbourhood racked up 801 minutes in recognized outages.

His own experience drove home the need to think of the customer's perspective, not the utility's, in modernizing Toronto's frayed electric system, he said.

One-third of Toronto Hydro's equipment is older than its expected service life.

Part of modernizing the system is simply installing equipment that will tell the utility when the power goes out.

In a traditional system, the utility doesn't know a power has been knocked out until a customer calls them.

Call centres had to piece together information from the number and location of calls to figure out how widespread an outage was, and what kind of a crew to send to repair the damage.

Toronto Hydro is now installing many more sensors on its system to alert the utility of where failures have occurred, and what kind of equipment is out, he said in an interview.

Some smart meters will automatically send a signal if the power fails.

And there are more ways to re-route power around a problem, so customers get their power back even before the root cause has been fixed.

But the improved system hasn't made its way through the whole grid, Haines said.

It will take more time, and money, to upgrade. Toronto Hydro itself has asked for an 18 per cent rate increase this year, in part for modernization.

But if he wants some motivation, he needs to think back only to the blackout that hit much of Toronto in July.

Queen Elizabeth was in town that day, and Haines was introduced to her prior to an event at the Royal York Hotel.

"I'm responsible for keeping the lights on," Haines told her.

Then the event started. And the lights went out.

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Energy dashboard: how is electricity generated in Great Britain?

Great Britain electricity generation spans renewables and baseload: wind, solar, nuclear, gas, and biomass, supported by National Grid interconnectors, embedded energy estimates, and BMRS data for dynamic imports and exports across Europe.

 

Key Points

A diverse, weather-driven mix of renewables, gas, nuclear, and imports coordinated by National Grid.

✅ Baseload from nuclear and biomass; intermittent wind and solar

✅ Interconnectors trade zero carbon imports via subsea cables

✅ Data from BMRS and ESO covers embedded energy estimates

 

Great Britain has one of the most diverse ranges of electricity generation in Europe, with everything from windfarms off the coast of Scotland to a nuclear power station in Suffolk tasked with keeping the lights on. The increasing reliance on renewable energy sources, as part of the country’s green ambitions, also means there can be rapid shifts in the main source of electricity generation. On windy days, most electricity generation comes from record wind generation across onshore and offshore windfarms. When conditions are cold and still, gas-fired power stations known as peaking plants are called into action.

The electricity system in Great Britain relies on a combination of “baseload” power – from stable generators such as nuclear and biomass plants – and “intermittent” sources, such as wind and solar farms that need the right weather conditions to feed energy into the grid. National Grid also imports energy from overseas, through subsea cables known as interconnectors that link to France, Belgium, Norway and the Netherlands. They allow companies to trade excess power, such as renewable energy created by the sun, wind and water, between different countries. By 2030 it is hoped that 90% of the energy imported by interconnectors will be from zero carbon energy sources, though low-carbon electricity generation stalled in 2019 for the UK.

The technology behind Great Britain’s power generation has evolved significantly over the last century, and at times wind has been the main source of electricity. The first integrated national grid in the world was formed in 1935 linking seven regions of the UK. In the aftermath of industrialisation, coal provided the vast majority of power, before oil began to play an increasingly important part in the 1950s. In 1956, the world’s first commercial nuclear reactor, Calder Hall 1 at Windscale (later Sellafield), was opened by Queen Elizabeth II. Coal use fell significantly in the 1990s while the use of combined cycle gas turbines grew, and in 2016 wind generated more electricity than coal for the first time. Now a combination of gas, wind, nuclear and biomass provide the bulk of Great Britain’s energy, with smaller sources such as solar and hydroelectric power also used. From October 2024, coal will no longer be used to generate electricity, following coal-free power records set in recent years.

Energy generation data is fetched from the Balancing Mechanism Reporting Service public feed, provided by Elexon – which runs the wholesale energy market – and is updated every five minutes, covering periods when wind led the power mix as well.

Elexon’s data does not include embedded energy, which is unmetered and therefore invisible to Great Britain’s National Grid. Embedded energy comprises all solar energy and wind energy generated from non-metered turbines. To account for these figures we use embedded energy estimates from the National Grid electricity system operator, which are published every 30 minutes.

Import figures refer to the net flow of electricity from the interconnectors with Europe and with Northern Ireland. A positive value represents import into the GB transmission system, while a negative value represents an export.

Hydro figures combine renewable run-of-the-river hydropower and pumped storage.

Biomass figures include Elexon’s “other” category, which comprises coal-to-biomass conversions and biomass combined heat and power plants.

 

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Ottawa sets out to protect its hydro heritage

Ottawa Hydro Substation Heritage Designation highlights Hydro Ottawa's 1920s architecture, Art Deco facades, and municipal utility history, protecting key voltage-reduction sites in Glebe, Carling-Merivale, Holland, King Edward, and Old Ottawa South.

 

Key Points

A city plan to protect Hydro Ottawa's 1920s substations for architecture, utility role, and civic electrical heritage.

✅ Protects five operating voltage-reduction sites citywide

✅ Recognizes Art Deco and early 20th century utility architecture

✅ Allows emergency demolition to ensure grid safety

 

The city of Ottawa is looking to designate five hydro substations built nearly a century ago as heritage structures, a move intended to protect the architectural history of Ottawa's earliest forays into the electricity business, even as Ottawa electricity consumption has shifted in recent years.

All five buildings are still used by Hydro Ottawa to reduce the voltage coming from transmission lines before the electricity is transmitted to homes and businesses, and when severe weather causes outages, Sudbury Hydro crews work to reconnect service across communities.

Electricity came to Ottawa in 1882 when two carbon lamps were installed on LeBreton Flats, heritage planner Anne Fitzpatrick told the city's built heritage subcommittee on Tuesday. It became a lucrative business, and soon a privately owned monopoly that drew public scrutiny similar to debates over retroactive charges in neighboring jurisdictions.

In 1905, city council held a special meeting to buy the electrical company, which led to a dramatic drop in electricity rates for residents, a contrast with recent discussions about peak hydro rates for self-isolating customers.

The substations are now owned by Hydro Ottawa, which agreed to the heritage designations on the condition it not be prevented from emergency demolitions if it needs to address incidents such as damaging storms in Ontario while it works to "preserve public safety and the continuity of critical hydro electrical services."

Built in 1922, the substation at the intersection of Glebe and Bronson avenues was the first to be built by the new municipal electrical department, long before modern battery storage projects became commonplace on Ontario's grid.

The largest of the substations being protected dates back to 1929 and is found at the corner of Carling Avenue and Merivale Road. It was built to accommodate a growing population in areas west of downtown including Hintonburg and Mechanicsville.

The substation on Holland Avenue near the Queensway is different from the others because it was built in 1924 to serve the Ottawa Electric Railway Company. The streetcar company operated from 1891 to 1959, and urban electrical infrastructure can face failures such as the Hydro-Québec manhole fire that left thousands without power.

This substation on King Edward Avenue was built in 1931 and designed by architect William Beattie, who also designed York Street Public School in Lowertown and the substation on Carling Avenue. 

The last substation to be built in a 'bold and decorative style' is at 39 Riverdale Ave. in Old Ottawa South, according to city staff. It was designed in an Art Deco style by prominent architect J. Albert Ewart, who was also behind the Civic Hospital and nearby Southminster Church on Bank Street.

 

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UK Renewable Energy Auction: Boost for Wind and Tidal Power

UK Wind and Tidal Power Auction signals strong CfD support for offshore wind, tidal stream projects, investor certainty, and clean electricity, accelerating the net-zero transition, boosting jobs, and strengthening UK energy security and grid integration.

 

Key Points

A CfD auction awarding contracts for wind and tidal projects to scale clean power and advance UK net-zero.

✅ Offshore wind dominates CfD awards

✅ Tidal stream gains predictable, reliable capacity

✅ Jobs, investment, and grid integration accelerate

 

In a significant development for the UK’s renewable energy sector, the latest auction for renewable energy contracts has underscored a transformative shift towards wind and tidal power. As reported by The Guardian, the auction results reveal a strong commitment to expanding these technologies, with new contracts adding 10 GW to the UK grid, marking a pivotal moment in the UK’s transition to cleaner energy sources.

The Auction’s Impact

The renewable energy auction, which took place recently, has allocated contracts for a substantial increase in wind and tidal power projects. This auction, part of the UK’s Contracts for Difference (CfD) scheme, is designed to support the development of low-carbon energy technologies by providing financial certainty to investors. By offering fixed prices for the electricity generated by these projects, the CfD scheme aims to stimulate investment and accelerate the deployment of renewable energy sources.

The latest results are particularly notable for the significant share of contracts awarded to offshore wind farms and tidal power projects, highlighting how offshore wind is powering up the UK as policy and investment priorities continue to shift. This marks a shift from previous auctions, where solar power and onshore wind were the dominant technologies. The move towards supporting offshore wind and tidal power reflects the UK’s strategic focus on harnessing its abundant natural resources to drive the transition to a low-carbon energy system.

Offshore Wind Power: A Major Contributor

Offshore wind power has emerged as a major player in the UK’s renewable energy landscape, within a global market projected to become a $1 trillion business over the coming decades. The recent auction results highlight the continued growth and investment in this sector.

The UK has been a global leader in offshore wind development, with several large-scale projects already operational and more in the pipeline. The auction has further cemented this position, underscoring what the U.S. can learn from the U.K. in scaling offshore wind capacity, with new projects set to contribute significantly to the country’s renewable energy capacity. These projects are expected to deliver substantial amounts of clean electricity, supporting the UK’s goal of achieving net-zero emissions by 2050.

Tidal Power: An Emerging Frontier

Tidal power, although less developed compared to wind and solar, is gaining momentum as a promising renewable energy source, with companies harnessing oceans and rivers to demonstrate practical potential. The auction results have allocated contracts to several tidal power projects, signaling growing recognition of the potential of this technology.

Tidal power harnesses the energy from tidal movements and currents, which are highly predictable and consistent, and a market outlook for wave and tidal energy points to emerging growth drivers and investment. This makes it a reliable complement to intermittent sources like wind and solar power. The inclusion of tidal power projects in the auction reflects the UK’s commitment to diversifying its renewable energy portfolio and exploring all available options for achieving energy security and sustainability.

Economic and Environmental Benefits

The expansion of wind and tidal power projects through the recent auction offers numerous economic and environmental benefits. From an economic perspective, these projects are expected to create thousands of jobs in construction, maintenance, and manufacturing. They also stimulate investment in local economies and support the growth of the green technology sector.

Environmentally, the increased deployment of wind and tidal power contributes to significant reductions in greenhouse gas emissions. Offshore wind farms and tidal power projects produce clean electricity with minimal environmental impact, helping to mitigate the effects of climate change and improve air quality.

Challenges and Future Outlook

Despite the positive outcomes of the auction, there are challenges to address. Offshore wind farms and tidal power projects require substantial upfront investment and face technical and logistical challenges. Issues such as grid integration, environmental impact assessments, and supply chain constraints need to be carefully managed to ensure the successful deployment of these projects.

Looking ahead, the UK’s renewable energy strategy will continue to evolve as new technologies and innovations emerge, and growth despite Covid-19 underscores sector resilience. The success of the latest auction demonstrates the growing confidence in wind and tidal power and sets the stage for further advancements in renewable energy.

The UK government’s commitment to supporting these technologies through initiatives like the CfD scheme is crucial for achieving long-term energy and climate goals. As the country progresses towards its net-zero target, the continued expansion of wind and tidal power will play a key role in shaping a sustainable and resilient energy future.

Conclusion

The latest renewable energy auction represents a significant milestone in the UK’s transition to a low-carbon energy system. By awarding contracts to wind and tidal power projects, the auction underscores the country’s commitment to harnessing diverse and reliable sources of renewable energy. The expansion of offshore wind and the emerging role of tidal power highlight the UK’s strategic approach to achieving energy security, reducing emissions, and driving economic growth. As the renewable energy sector continues to evolve, the UK remains at the forefront of global efforts to build a sustainable and clean energy future.

 

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Ontario faces growing electricity supply gap, study finds

Ontario Electricity Capacity Gap threatens reliability as IESO forecasts shortfalls from the Pickering shutdown and rapid electrification, requiring new low-emission nuclear generation to meet net-zero targets, maintain baseload, and stabilize the grid.

 

Key Points

Expected 2030 shortfalls from Pickering closure and electrification, requiring new low-emission nuclear to meet net-zero.

✅ IESO projects a 3.6-9.5 GW capacity gap by 2030

✅ Pickering shutdown removes baseload, stressing reliability

✅ New low-emission nuclear needed to meet net-zero targets

 

Ontario faces an electricity supply shortage and reliability risks in the next four to eight years and will not meet net-zero objectives without building new low-emission, nuclear generation starting as soon as possible, according to a report released yesterday by the Power Workers' Union (PWU). The capacity needed to fill the expected supply gap will be equivalent to doubling the province's planned nuclear fleet in eight years.

The planned closure of the Pickering nuclear power plant in 2025 and the increase in demand from electrification of the economy are the drivers behind a capacity gap in 2030 of at least 3.6 GW which could widen to as much as 9.5 GW, Electrification Pathways for Ontario to Reduce Emissions, finds. Ontario's Independent Electricity System Operator (IESO) has since 2013 been forecasting a significant gap in the province's electricity supply due the closure of Pickering, but has been underestimating the impact of electrification, the report says.

In addition, the electrification of buildings, transport and industry sectors that will be needed to achieve goals of net-zero emissions by 2050 that being set by the federal government and civil society will see the province's electricity demand increase by at least 130% over current planning forecasts, and potentially by over 190%. Leveraging electricity, natural gas and hydrogen synergies can reduce supply needs, but 55 GW of new electricity capacity, including new large-scale nuclear plants, will still be needed by 2050 - four times Ontario's current nuclear and hydro assets - the report finds.

These findings underscore the urgent need for a paradigm shift in Ontario's electricity planning and procurement process, the authors say, adding that immediate action is needed both to mitigate the system reliability risks and enable the significant societal benefits needed to pursue net-zero objectives. Planning for procurement to replace Pickering's capacity, or to pursue life extension options, must begin as soon as possible.

"Policymakers around the world realise climate change can't be tackled without nuclear. Ontario's nuclear fleet has delivered emissions reductions for over 50 years," PWU President Jeff Parnell said. "In fact, without building new nuclear units, Ontario will miss its emission reduction targets and carbon emissions from electricity generation will rise dramatically, as explored in why Ontario's power could get dirtier today."

"This report clearly shows that Ontario cannot sustain the low-carbon status of its hydro and nuclear-based electricity system, decarbonise its economy and meet its carbon reduction targets without new nuclear or continued operation at Pickering in the near term. Most disturbing is the fact that we are already well behind and needed to start planning for this capacity yesterday," he said.

The six operating Candu reactors at Ontario Power Generation's Pickering plant have been kept in operation to provide baseload electricity during the refurbishment of units at the Darlington and Bruce plants. Currently, the company plans to shut down Pickering units 1 and 4 in 2024 and units 5 to 8 in 2025, even as Ontario moves to refurbish Pickering B to extend life.

 

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Summerland solar power project will provide electricity

Summerland Solar+Storage Project brings renewable energy to a municipal utility with photovoltaic panels and battery storage, generating 1,200 megawatts from 3,200 panels on Cartwright Mountain to boost grid resilience and local clean power.

 

Key Points

A municipal solar PV and battery system enabling Summerland Power to self-generate electricity on Cartwright Mountain.

✅ 3,200 panels, 20-year batteries, 35-year panel lifespan

✅ Estimated $7M cost, $6M in grants, utility reserve funding

✅ Site near grid lines; 2-year timeline with 18-month lead

 

A proposed solar energy project, to be constructed on municipally-owned property on Cartwright Mountain, will allow Summerland Power to produce some of its own electricity, similar to how Summerside's wind power supplies a large share locally.

On Monday evening, municipal staff described the Solar+Storage project, aligning with insights from renewable power developers that combining resources yields better projects.

The project will include around 3,200 solar panels and storage batteries, giving Summerland Power the ability to generate 1,200 megawatts of electrical power.

This is the amount of energy used by 100 homes over the course of a year.

The solar panels have an estimated life expectancy of 35 years, while the batteries have a life expectancy of 20 years.

“It’s a really big step for a small utility like ours,” said Tami Rothery, sustainability/alternative energy coordinator for Summerland. “We’re looking forward to moving towards a bright, sunny energy future.”

She said the price of solar panels has been dropping, with lower-cost solar contracts reported in Alberta, and the quality and efficiency of the panels has increased in recent years.

The total cost of the project is around $7 million, with $6 million to come from grant funding and the remainder to come from the municipality’s electrical utility reserve fund, while policy changes such as Nova Scotia's solar charge delay illustrate evolving market conditions.

The site, a former public works yard and storage area, was selected from 108 parcels of land considered by the municipality.

She said the site, vacant since the 1970s, is close to main electrical lines and will not be highly visible once the panels are in place, much like unobtrusive rooftop solar arrays in urban settings.

Access to the site is restricted, resulting in natural security to the solar installation.

Jeremy Storvold, general manager of Summerland’s electrical utility, said the site is 2.5 kilometres from the Prairie Valley electrical substation and close to the existing public works yard.

However, some in the audience on Monday questioned the location of the proposed solar installation, suggesting the site would be better suited for affordable housing in the community.

The timeline for the project calls for roughly two years before the work will be completed, since there is an 18-month lead time in order to receive good quality solar panels, reflecting the surge in Alberta's solar growth that is straining supply chains.

 

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Ford's Washington Meeting: Energy Tariffs and Trade Tensions with U.S

Ontario-U.S. Energy Tariff Dispute highlights cross-border trade tensions, retaliatory tariffs, export surcharges, and White House negotiations as Doug Ford meets U.S. officials to de-escalate pressure over steel, aluminum, and energy supplies.

 

Key Points

A trade standoff over energy exports and tariffs, sparked by Ontario's surcharge and U.S. duties on steel and aluminum.

✅ 25% Ontario energy surcharge paused before White House talks

✅ U.S. steel and aluminum tariffs reduced from 50% to 25%

✅ Potential energy supply cutoff remains leverage in negotiations

 

Ontario Premier Doug Ford's recent high-stakes diplomatic trip to Washington, D.C., underscores the delicate trade tensions between Canada and the United States, particularly concerning energy exports and Canada's electricity exports across the border. Ford's potential use of tariffs or even halting U.S. energy supplies, amid Ontario's energy independence considerations, remains a powerful leverage tool, one that could either de-escalate or intensify the ongoing trade conflict between the two neighboring nations.

The meeting in Washington follows a turbulent series of events that began with Ontario's imposition of a 25% surcharge on energy exports to the U.S. This move came in retaliation to what Ontario perceived as unfair treatment in trade agreements, a step that aligned with Canadian support for tariffs at the time. In response, U.S. President Donald Trump's administration threatened its own set of tariffs, specifically targeting Canadian steel and aluminum, which further escalated tensions. U.S. officials labeled Ford's threat to cut off U.S. electricity exports and energy supplies as "egregious and insulting," warning of significant economic retaliation.

However, shortly after these heated exchanges, Trump’s commerce secretary, Howard Lutnick, extended an invitation to Ford for a direct meeting at the White House. Ford described this gesture as an "olive branch," signaling a potential de-escalation of the dispute. In the lead-up to this diplomatic encounter, Ford agreed to pause the energy surcharge, allowing the meeting to proceed, amid concerns tariffs could spike NY energy prices, without further escalating the crisis. Trump's administration responded by lowering its proposed 50% tariff on Canadian steel and aluminum to a more manageable 25%.

The outcome of the meeting, which is set to address these critical issues, could have lasting implications for trade relations between Canada and the U.S. If Ford and Lutnick can reach an agreement, the potential for tariff imposition on energy exports, though experts advise against cutting Quebec's energy exports due to broader risks, could be resolved. However, if the talks fail, it is likely that both countries could face further retaliatory measures, compounding the economic strain on both sides.

As Canada and the U.S. continue to navigate these complex issues, where support for Canadian energy projects has risen, the outcome of Ford's meeting with Lutnick will be closely watched, as it could either defuse the tensions or set the stage for a prolonged trade battle.

 

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