A Customer-Focused Approach to Distribution Reliability in North American Electric Utilities
Electric utilities across North America face heightened expectations to provide consistently reliable service. While traditional metrics like SAIFI, SAIDI, and CAIDI have long served as the cornerstone for reliability measurement, these indices often fail to capture the variability in service experienced by individual customers. Those who frequently experience outages or endure prolonged interruptions are often not reflected in system averages, obscuring the true customer impact.
This white paper presents a broader reliability framework that incorporates customer-focused metrics, enabling utilities to identify where customers are most affected and prioritize those areas for targeted improvement.
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