Below is a UTC staff press release

State regulatory staff on Tuesday, Dec. 2 released an investigation report on the six-hour 911 outage that occurred earlier this year, recommending the company be penalized up to $2.9 million and make improvements to ensure network reliability.­­

The Washington Utilities and Transportation Commission began the investigation after a statewide 911 outage severely disrupted emergency services for six hours beginning around midnight on April 9 and into the morning of April 10.

All 6.9 million people living in Washington lost 911 service during the outage, which affected 911 calls placed from landline, wireless and Internet-based telephones.

In the report, UTC staff recommend the three-member commission issue a formal complaint against the company with a penalty of up to $2,932,750 for 11,731 violations of commission laws and rules.

The majority of the violations were for failing to automatically reroute 911 calls and failure to maintain and manage the technical 911 system as required by law. The company was also cited for failing to promptly notify 911 call centers of the outage.

Washington’s 911 services are provided by CenturyLink under a contract managed by theWashington Military Department’s Emergency Management Division. CenturyLink outsources certain critical functions of the 911 network to Colorado-based Intrado, CenturyLink’s 911 vendor.

Commission staff determined that the statewide 911 system outage was caused by errors originating in a data center owned and managed by CenturyLink’s 911 vendor. Commission staff also determined that 5,840 attempted 911 calls from Washington state failed to properly reach emergency services during the outage.

The investigation also looked at whether CenturyLink’s restoration of 911 services and communications between the company and affected customers were sufficient and recommends technical upgrades to prevent another potentially life-threatening outage in the future.

Commission staff recommends that CenturyLink be required to make improvements to the 911 infrastructure, and report annually to the commission on the status and results of maintenance and inspections of the system.

Although the impact was most drastic in Washington state, the outage also affected six other states – California, Florida, Minnesota, North Carolina, Pennsylvania and South Carolina – prompting the Federal Communications Commission to conduct its own investigation into the outage.

The FCC released a report on the outage in October and has initiated a proceeding to address 911 reliability.

CenturyLink is Washington’s statewide 911 service provider and also provides retail telecommunication service to approximately one million residential and business customers in Washington.

The commission is the state agency in charge of regulating the rates and services of telephone companies operating in Washington, as well as promoting a competitive telecommunications marketplace. It is the commission’s responsibility to ensure regulated companies provide safe and reliable service to customers at reasonable rates, while allowing them the opportunity to earn a fair profit.

The commission does not regulate the rates of broadband services, cellular, cable or Internet service.

— Editor’s note: CenturyLink also faces fines totaling $173,000 as a result of a 10-day communication outage in San Juan County in early November, 2013. The UTC staff report of that outage, in which reasoning for those recommended fines is laid out, has yet to be fashioned into a formal complaint against the telecom company, nor have those fines been approved by the Utilities and Transportation Commission.