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This week, LUMA Energy delivered its performance metrics report for the second quarter of fiscal year 2025 to the Puerto Rico Energy Bureau. The report from the private entity responsible for the island’s electric power transmission and distribution system underscored significant advancements in customer service and safety from October 1 to December 31, 2024 — even while citing challenges stemming from the mismanagement and operational issues of the prior company.
Moreover, the report highlighted notable advancement in battery storage and the increase in renewable energy adoption, as per LUMA’s statement.
“LUMA is consistently achieving tangible and quantifiable progress in numerous critical areas while remaining committed to enhancing the electrical system daily,” stated LUMA President and CEO Juan Saca. “Our latest report once again illustrates the undeniable truth that our team of over 4,000 employees is making significant progress in constructing a better energy future for the 1.5 million customers we proudly serve.”
LUMA indicated that it has sustained its performance improvements and advancements in crucial areas during the second quarter of fiscal year 2025, with the goal of creating a more dependable, resilient, and customer-centric electrical system.
The company brought 9,900 new customers onboard with solar panels in the past quarter, contributing 87 megawatts of clean, renewable energy to the electricity grid.
Additionally, LUMA connected approximately 176,600 kilowatt-hours of new battery storage capacity during the quarter, enhancing power delivery during peak demand periods and reducing fuel expenses for customers.
The grid operator noted improvements in customer experience both over the phone and in-person. Call wait times decreased by 28% compared to the first quarter of fiscal year 2025, while in-person wait times were reduced by 21%, now averaging less than 7.5 minutes.
LUMA also achieved an 8.3% reduction in the Occupational Safety and Health Administration severity rate, which indicates the average number of days lost per incident, compared to the previous quarter.
So far, LUMA has installed over 9,900 automated distribution devices across the island to enhance service reliability and minimize disruption impacts. These devices have averted more than 262 million minutes of customer service interruptions since the initiative began in July 2023. In just the past quarter, the devices prevented 67.5 million minutes of service interruptions, thus alleviating the impact on LUMA customers.
“We invite all our customers and stakeholders to examine our latest quarterly metrics report to witness the tangible evidence of the advancements our LUMA team is making on a daily basis,” Saca stated. “These significant metrics further reflect our dedication to transparency concerning the progress and challenges we encounter.”
