Customer Care Supplier Conference 2011 Supplier Conference

Transcription

1 Customer Care 2011 Supplier Conference 2011 Supplier Conference Helen Burt Senior Vice President & Chief Customer Officer Steve Malnight Vice President Customer Energy Solutions Al Torres Vice President Customer Operations

2 PG&E s Diverse Customer Base

3 Customer Energy Solutions Serving our customers by providing energy efficiency, demand response and pricing products and services in an integrated, easy to use, high-value way for our customers Policy and Integrated Planning Manage regulatory filings for energy efficiency, demand response, and demand-side other programs Analyze portfolio performance data and ensure fulfillment of customer-related regulatory reporting Product Development Develop and manage programs around unique products and services that help customers manage their energy use to save money and protect the environment 12 EE technology families, 11 Demand Response programs, 2 Distributed Generation programs, 2 Emerging Technology programs, and 8 pricing initiatives Customer Engagement Define and execute PG&E s customer experience, customer outreach, service, and sales strategies Manage customer and community relationships through both direct and indirect (third party) resources to deliver demand side management Engage, educate and resolve complex customer and community issues (e.g. gas, SmartMeter, Peak Day Pricing) Provide actionable customer insights through research and data analysis

4 Energy Efficiency $1.338B for ; $1.755B total including $417M for the low income portfolio As of July 2011 (half way through the program cycle), PG&E has exceeded 50% of goals for MW, GWh, and Therms Customer Segments Agriculture Food Processing Healthcare High Tech / Biotech Hospitality Offices Retail Schools Chemicals & Minerals Petroleum Wastewater & Water Treatment Federal Government State Government Local Government Residential Low Income Technology Families Appliances Lighting Electronics Buildings HVAC systems Food service technologies Refrigeration Boilers and steam systems Industrial systems and processes Motors, pumps and fans Energy Management Systems Delivery Channels Third Party Contractors Trade Pro Allies Government Partnerships Manufacturers Distributors Retailers (Point of Sale) Direct sales through PG&E account representatives and sales engineers Direct mail and online communications

5 Customer Operations Serving our customers by provide billing, contact centers, offices and field services that are efficient and easy to use. Contact Center Operations Handle 19 million phone and contacts/year Staff 14 unique specialty phone lines focused on serving the various needs of customer groups Offer services in 88 different languages Manage and maintain self-service IVR to handle 8 million contacts Office Services Operate 72 local offices and 20 payment kiosks Handle 4.8 million customer payments Manage relationships with 600 neighborhood payments center Meter Reading, Billing, and Payment Processing SmartMeter data collection Issue 55 million customer bills Process 24 million US Mail payments and 30 million electronic payments Field Service Perform 600,000 customer-requested service jobs/year Respond to nearly 200,000 customer emergencies each year Relight 236,000 pilot lights mostly in the fall Perform 270,000 routine maintenance jobs on gas and electric metering equipment Customer Relations Identify root causes of customer complaints and work with cross-functional teams to fix underlying problems

6 SmartMeter Overview Installation Category % Complete # Offices 25 50% % % % Total Largest Automated Metering Infrastructure (AMI) deployment in North America: $2.3B CPUC-approved budget. 9.7M meters/modules to be installed by mid- 2012, approximately 89% complete (see map). Separate dedicated electric and gas communications networks and technologies. System-wide interval billing capability; requires management of over 5B monthly billing data points. Diverse Supplier Support: Local IBEW installation contractor workforce used across service area. Integration of hi-tech technology vendors and established meter manufacturers Over 50% diverse supplier spend in 2012 YTD As of September 2011

7 Customer Engagement Direct Mail Outbound Calls TV Integrated Customer Outreach Communications Local Community Outreach/Mobile Tours Local Print Media PG&E interacts with our customers using a variety of diverse methods. Your support helps us ensure that each of those interactions serve our customers needs!

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