9/29/2009 CCWG Website and Communications Follow-up Survey Amy Apodaca, Web Content Coordinator Art Deller, WCS Supervisor

2 Responses The survey request was sent to all MP (Completed June 30) 89 users participated in survey 60 Questions on ERCOT website satisfaction and WCS and RCS satisfaction Comment field was available for almost all questions CCWG9/29/2009

3 Ease of Locating Information & Timely Posting Ease of Locating Information: –Market Guides, SLAs, Other docs (69%) –Reports (64%) Timely Posting: –Market Guides, SLAs, Other docs (69%) –Reports (83%) –Calendar Information (63%) –Market Information (75%) –Market Rules (77%) CCWG9/29/2009

4 Layout of ERCOT.com Users are satisfied with: –Organizational layout (65%) –Homepage (67%) –Calendar (66%) CCWG9/29/2009

5 Search Functionality Satisfied: –Meeting Info –Links to other ERCOT websites Needs Improvement: –Relevant protocol sections –Advanced search to remove certain types of documents –Better search engine –Number of returns (too many documents) –Search by date—most recent to oldest CCWG9/29/2009

6 Background of User Most classify themselves as knowledgeable of site Visit daily or weekly Most users (57%) are in Operations CCWG9/29/2009

7 Comparable to Other ISO Websites Average (53%) Very Good (38%) Recommend no change to site (60%) Requested Improvements –Data graphics –Better forecast mechanisms –RSS feeds –Meter number search –Pricing graphics –Compliance schedule (ERCOT & TRE) –Automatic refreshing to avoid screen scraping –Better calendar features –More posting of historical/archive data CCWG9/29/2009

8 Updates To ERCOT.com SCR755 (ERCOT.com Website Enhancements) –Tabled until nodal go-live Some improvements can be implemented now: –Google search appliance –Advanced search feature –iCal feature added by end of year –RSS feeds by end of year –Redesign of meeting calendar layout CCWG9/29/2009

9 Updates To ERCOT.com Cannot Implement Until SCR755 –Search by date (most recent to oldest, archive older documents to minimize return results) –Website training on finding information on ERCOT.com –Search by protocol –Search acronyms and definitions – Active links and pages in addition to documents –Search protocols and return Section or Subsection –**Enable mobile web browsing CCWG9/29/2009

10 Background of MP Receiving ERCOT Communications Level of experience with ERCOT –Expert (19%) –Knowledgeable (61%) How often do you communicate with ERCOT –Weekly (41%) –Daily (30%) Job function –Operations (57%) –Other (28%) Frequency of communication with ERCOT –Daily (33%) –Weekly (41%) –Monthly (17%) CCWG9/29/2009

11 How many market notice lists do you subscribed to at lists.ercot.com –(1-5) 51% –(6-10) 25% –(11-15) 16% –(>15) 8% Do market notices convey the correct amount of information –Strongly Agree (15%) –Agree (74%) –Disagree (9%) CCWG 9/29/2009 ERCOT Communications

12 ERCOT Communications Notice distributed in a timely manner –Strongly Agree (15%) –Agree (75%) –Disagree (9%) Do you know your ERCOT Account Manager –Yes (73%) –No (38%) Have you called the ERCOT 3900 line –Yes (33%) –No (67%) CCWG9/29/2009

13 CCWG9/29/2009 Participating Companies The following companies participated in the follow-up survey: –Tenaska –AEP –BP –Tara Energy Inc –Cap Rock Energy –Sempra Energy Solutions –RBS Sempra Commodities

Questions? 9/29/2009CCWG