Working group update: Improving and Expediting the process for new electric and gas interconnections November 29, 2016

Today’s Agenda Primary Areas of Focus resulting from Working Group Meetings. Identify where are there Opportunities for Improvement. How to get it done faster? How to improve Communication? Ability to talk to the Right people. There is more to do! Continuous Improvement. Questions? At the end of this presentation and business area visit, you will be able to…<<read the learning objectives listed>>

Primary Areas of Focus Feedback from Working Group Meetings: More timely How do we get it done faster? More proactive outreach How do we improve communications? Ability to talk with the right people at the right time How do we best facilitate customer requests to talk with Engineering and/or Construction

Where are the Opportunities for Improvement? Phases of the project: Pre-Construction Construction Design Initiate Customer submits work order application Customer submits Site plans Customer pays design deposits and/or fees Eversource creates Work Order Eversource coordinates site meeting (if required) Eversource finalizes design & detailed sketch identifying customer scope of work and Eversource scope Eversource Sketch, Specs and customer costs are mailed to customer Customer costs are paid Customer completes their scope of work Customer executes Private Property Easement Agreement with Eversource Customer has the Local inspector approve job Eversource receives approvals of Public Way Rights & obtains local approvals Eversource construction is completed Customer is energized Meter is installed

1. How do we get it done faster? Improve Initiation Timeline: While a PLAN is still required to initiate a work order involving new developments, City/Town Approval is no longer required to begin the work order process. Eversource and Developer to work in parallel while plans are finalized As a work order progresses, please know that Rights may require CITY/TOWN APPROVED PLANS for Public Hearings For new developments/subdivisions, please continue to provide the complete subdivision layout on a disc or CD (CAD FILE) City/Town approved Plans are no longer required for job initiation

1. How do we get it done faster? Improve Design Timeline for Long Lead Designs Improve Construction Timeline for Simple Connections Job Type Engineering/Design Construction Average Duration Simple overhead or simple overhead temp (<400A) 1 - 3 weeks 1 - 3 weeks 2 - 6 weeks Underground small service (0-75kva) 2 - 5 weeks 2 - 4 weeks 4 - 9 weeks Overhead small service (0-75kva) Underground medium service (75-300kva) 4 -10 weeks 4 - 8 weeks 8 - 18 weeks Overhead medium service (75-300kva) 4 - 10 weeks 3 - 5 weeks 7 - 15 weeks Underground & Overhead large service (>300kva) 8 - 14 weeks 8 - 10 weeks 16 - 24 weeks Developments (residential and commercial) Customer stations, TNV's, SNV's and SC's* 16 - 20 weeks 10 - 52 plus weeks 26 - 52 plus weeks  * Tertiary Network Vault; Secondary Network Vault; Single Customer (station) Jobs requiring rights from the city/town (dig in the street) can add an additional 8-12 weeks to obtain, prior to starting construction Engineering: Design Cycle time reduced by 20% for jobs > 2 weeks in duration Construction: Some Simple Service jobs types reduced from 5 to 3 days

2.How do we improve communication? Most customer communications are through the Primary Point of Contact; the Account Executive (AE), Customer Service Clerk (CSC), or Customer Service Engineer (CSE) and include the following: Arrange Site Meetings (if needed) Send Customer Cost Letter Coordinate Conference Calls Communicate Approved Design Date Communicate Planned Construction Date(s) Kickoff Meetings with Customer, Customer Care and Engineering to ensure Scope is clearly defined and Work Order is written correctly

3. Ability to talk to the right people Customer Care to be the Single point of Contact to coordinate regularly scheduled site visits if required Customer to communicate directly with Engineering, when applicable Customer to communicate directly with Operations (scheduler), when applicable Customer will have the ability to communicate directly with the Engineer or the Planner/Scheduler

There’s more to do! 2017 Initiatives Reinstitute Priority List and Watch List Streamline Rubber jobs Solicit Customer Feedback Continue Customer Satisfaction Surveys Conduct additional Small Business Group meetings Continue to Research Best Practices Conduct additional top tier utility interviews On-Going Outreach – Strengthening Partnerships DPU Working Group Meeting Municipality Meetings International Association of Electrical Inspectors Massachusetts Electrical Contractors Association Home Builders and Remodeler’s Association

How do we get it done faster ? Gas Sales Fulfillment representatives work with each customer to schedule their service and meter installations. Eversource conducts weekly planning meetings to determine the number of construction resources dedicated to support new business with the goal of maintaining no more than a two week backlog. Upcoming new main work, such as subdivisions for builders, are discussed at the weekly planning meetings and are input into the construction schedule. A common scheduling template is utilized in all areas to help ensure that appointments are scheduled and executed in an appropriate manner, resulting in services being installed when scheduled.

How do we improve communication– Gas Dedicated Sales Fulfillment representatives that are the single point of contact for our customers installing new gas service.. Roll out of a Customer/Contractor portal by the end of first quarter 2017 where project status updates can be viewed throughout the life cycle of the installation process. Targeting to have automated text/e-mail notifications capability in place during the 3rd quarter or 2017. Future plans include the development of a scheduling template within the application that will allow customers the opportunity to view available construction dates and schedule their own appointments.

QUESTIONS ?