Gregg Kantor
Analyst · U.S. Capital Advisors
Thanks, Bob. Good morning, everyone, and welcome. Thanks for joining us for our fourth quarter and year-end review. I'll begin today by providing an overview of 2011, and then turn it over to David to provide the financial details for the period and the year. And then, finally, I'll wrap it up with a look forward.
Last year, we made progress on many fronts, from safety and service to the Encana gas reserves purchase. Our company finished the year stronger than it started. In one area, however, the news wasn't as good. In the second quarter, we announced a onetime after-tax charge of $4.4 million related to a retroactive change in Oregon's utility tax law. Including that charge, the company posted earnings of $2.39 per share. While the earnings impact of this repeal was disappointing, we believe the elimination of Senate Bill 408 is in the best interest of our customers and the company over the long run. The new law reverts back to having utility income taxes considered by state regulators in each rate case, a practice consistent with other utilities across the country.
Last year was a good reminder of what this company does well. We manage through unexpected challenges while finding added value for customers and shareholders. It wasn't a perfect year, but I'm pleased with all that was accomplished. For example, in 2011, we were able to lower customer rates for the third consecutive year due to lower gas prices, resulting in about a 20% rate decrease in Oregon and about a 26% decrease in Washington over the last 3 years. Customer growth came in at just under 1% despite challenging housing market conditions, and we continue to post industry-leading customer satisfaction ratings. In fact, for the fifth consecutive year, Northwest Natural scored among the top 2 in the nation in the J.D. Power & Associates Gas Utility Residential Customer Satisfaction Study.
Hand in hand with providing superior service is ensuring a safe, reliable system. In 2011, we built on our proactive approach to pipeline and system safety by expanding the number of our employee first responders. Today, I'm pleased to report that we have essentially 100% of our field service and construction employees trained and able to respond to emergency situations. In the year when new pipeline safety legislation was passed at the federal level, we feel good about the safety investments we've made in our system over many decades.
As you may know, in 2000, we became one of the first gas utilities in the nation to replace all the cast iron pipe in our system. While many gas utilities across the country have thousands of miles of bare steel main, we have less than 26 miles left in our system and expect to eliminate it completely over the next few years. The progress we've made because of our pipe replacement program is a testament to positive outcomes that can be achieved when you work with regulators and customer advocates to find opportunities that benefit both customers and shareholders. Another example of this came in the form of a groundbreaking agreement we entered into with Encana Oil & Gas that enables us to acquire long-term gas supplies on behalf of our Oregon customers.
Under the agreement we announced last year, Northwest Natural will invest between $45 million and $55 million a year for 5 years, for a total investment of about $250 million. The agreement is designed to provide supplies over a 30-year period for customers in a rate-based investment, with a utility risk profile for shareholders. And in 2011, our gas reserve investment reached about $52 million. And to date, we are pleased with how things are progressing. Last year, 20 wells were drilled, and we are on schedule to drill an additional 24 wells in 2012. We view our gas reserve investment as a great example of a win-win opportunity for customers and shareholders. And in 2012, we intend to actively search for other innovations that meet that same criteria.
In December, we completed 1 additional critical task to close out the year. We filed our first general rate case since 2002. Timing of our filing was influenced by a number of factors, after approving the gas reserve investment that commissioned one of the opportunity to review our rates. Also, our decoupling, weather normalization and system integrity mechanisms were due to expire and needed to be renewed. And finally, after 9 years without a rate case, our cost had increased.
We're proud to have managed our business effectively so that we could avoid an increase on our rates for that long. But after 9 years, it was simply time to have that across-the-board discussion with the commission and the customer advocates that can only come in the context of a rate case. The $44 million revenue request will help us ensure we continue to meet customer expectations for a safe, reliable system and quality service, while providing a fair return for our shareholders.
Separate from the revenue request, we are also proposing a mechanism to recover cost of cleanup expenses related to our legacy manufactured gas plants. The proposal would collect in rates only those costs that insurance does not cover and would do so over many years to lessen the impact on customer bills. This mechanism could result in an additional 1% to 3% rate increase depending on insurance recovery collections and cleanup costs that occurred between now and the date that the new rates take effect. Employees from across the company spent countless hours last year preparing for our rate case filing, but the work is really just beginning. And I'll talk more about the rate case schedule before I wrap up today.
Finally, let me touch on 1 more 2011 accomplishment, important to shareholders, and that's delivering the 56th consecutive year of increasing dividends paid. The record we know sets us apart from other companies, and it's a legacy we're very proud of.
With that, I'll turn it over to David to cover the financial details.