Quality of Service Plan

Xcel Energy–Colorado delivers essential energy and life-sustaining products and resources every day. Since 1995, we’ve implemented Quality of Service Plans to maintain and improve electric service standards and help measure reliability. The current Quality of Service Plan includes performance metrics such as the number of customer complaints, telephone response times and the frequency and duration of electric service interruptions. If these metrics are not met, bill credits are provided to impacted customers.

Service Quality Map

Our interactive Service Quality Map shows electric system reliability performance metrics for calendar year 2024 by Census Block Group across our Colorado service territory. On the map, you’ll see several customer metrics:

• Customers Experiencing Multiple Interruptions (CEMI-6): Percent of individual customers who experience six (6) or more electric service interruptions during the performance year.
• Customers Experiencing Long Interruption Durations (CELI-18): Percent of individual customers who experience service interruptions of 18 hours or longer during the performance year.
• System Average Interruption Duration Index (SAIDI): The average outage duration per customer served in minutes.

These metrics help us understand the impact of outages on individual customers, not just the average system performance.

Explore the map (external link)