Gas leak incidents across the country have disrupted business as usual. Government officials, media, and customers wanted to know what happened:

  • Congressional hearings: Utility asked for data, but found challenges in delivering it
  • Regulator meetings: New safety rulings being drafted as a result; NTSB investigation
  • Customers: “If this could happen there, could it happen where I live?”
  • Media: “How could you let this happen?”

Gas utilities now exist in a world demanding high accountability, transparency, and results:


Shareholders, regulators, and customers are demanding accountability from their utilities. They want to avoid any possibility of a major catastrophic event occurring. But traditional crew callout and scheduling approaches, such as Microsoft Excel and white boards, are inadequate to improve gas leak response times. Modern systems improve accountability through decreased gas leak and incident response times, and the data to back up the utility’s claims.


Regulators, executives, and labor leaders are demanding transparency in metrics, compliance, and safety. But many utilities are not set up to share data. In a world where “what doesn’t get measured, doesn’t get managed,” that is a recipe for failure. Modern systems improve transparency with automatic documentation and metrics at your fingertips.


Multiple organizations demand incident response from gas utilities: FERC for reliability metrics; FEMA for disaster relief; Governors and mayors for major events; and the list continues. But many gas utilities are not prepared to hold up to the scrutiny on performance. Modern crew callout and scheduling systems give oversight into gas leak response efforts to resolve the problem quickly, and show command of the situation.

Customer Example

Central Hudson Gas and Electric Corporation, serving over 74,000 natural gas customers in the New York area, finds ARCOS essential to their business. With ARCOS, Central Hudson outperforms the corporate-set leak response time, as well as the standards set by the New York Public Service Commission.

Business Case

The ARCOS® Callout and Scheduling Suite pays for itself through the reduction of hard costs alone. When soft costs are added, the decision to go with ARCOS is one of the easiest (and most profitable) ones you will ever make. The ARCOS Suite is highly scalable, and will benefit your utility whether you are an IOU or a Membership Cooperative. ARCOS is one of the only systems you will ever implement that will be up and running in less than three months, demonstrate real ROI within six months, completely pay for itself within one year, and result in positive cash savings year over year. The table below shows average savings; actual cases can vary.

Soft Cost Savings Opportunities

  • Accountability
    • Provide visibility into front-line performance
  • Transparency
    • Maintenance of homegrown system for data entry and reporting
  • Interrogation and Scrutiny
    • Court fees; Media training
    • Gas Leak Response Fines from Regulators

Total Soft Costs


Hard Cost Savings Opportunities: Automating the crew callout process

  • Reduce callout dispatch time; save 40% of dispatcher's time
  • Reduce crew assembly wait time
  • Reduce callout documentation time
  • Reduce list maintenance time
  • Reduce supervisor's time during callout (20% of 5 FTE's time)
  • Eliminate cost of grievances (avoiding) or settle-up costs

Total Hard Costs


Total Savings


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