Insights Conference July 20-22, 2016 Boulder, CO 2016 Customer Service Benchmarking Introduction Insights Conference July 20-22, 2016 Boulder, CO

Agenda for the Introductory Discussion Introductions Purpose of the Meeting Schedule for the Week Who’s in the Community Expectations for the Week

Purpose of the Meeting The primary purpose of the meeting is to discuss the findings from this year’s benchmarking study, including the core subjects and the discussion topics Highlight performance trends Identify emerging practices Share practices with peer companies A secondary purpose is to begin preparations for next steps On-site presentations for leaders Uses of the results at home Topics of interest for next year Growing the community in 2017

Agenda

The 2016 Benchmarking Community Austin Energy AVANGRID NYSEG RG&E Central Maine Power CPS Energy DTE Energy Entergy Exelon BGE ComEd PECO FirstEnergy CEI JCP&L Med-Ed Mon Power Ohio Edison Penelec Penn Power Potomac Edison Toledo Edison West Penn Power Gaz Metro Hydro-Québec Lakeland Electric Oncor Electric Delivery Pepco Holdings Atlantic City Electric Delmarva Pepco PSE&G PSEG Long Island Tacoma Public Utilities Westar Energy New companies for 2016

Expectations for the Week

What to Expect this Week For the core areas of the study, we will present results, and engage some discussion within the group, with a focus on covering a few areas: Results and trends in performance Best long-term practices, and what is emerging How various processes flow through the different functional organizations How benchmarking can help in improvement efforts Discussion Topic Outbound Communications: Understand the impact of outbound communications on customer perceptions

What You Should Do this Week Ask questions Share your ideas Meet the representatives from the other companies Ask other companies how they use the results Ask other companies about the on-site presentations and how they’re set up and used. Consider what themes would you like covered at your on-site. Think about particular areas of focus that apply to your company, how information can be shared, how your teams can benefit from these results

Available Outputs and Uses Questionnaire Results Statistical report Charts, graphs, tables All sections, plus a “profiles” section Performance Profiles Specific to each member company Trend charts Insights Conference Presentations Summaries of each major section Discussion Topic Results Webinar Recordings Click to listen PowerPoint Summary Files Insights Conference Presentation Summary of Findings On-Site Presentations Tailored to your request Covering both questionnaire and discussion topic results Can be presentation or discussion Latest version of the report will come out after the meeting. We have received a few data updates, so will be providing an updated statistical report later.

Attendee List Company Name Email Austin Energy William Purcell William.purcell@austinenergy.com Entergy Lawson Key lkey@entergy.com Exelon - BGE Jeannine Beran jeannine.marie.beran@bge.com Exelon - ComEd Edward Adams edward.adams@ComEd.com Ameerah Shabazz ameerah.shabazz@comed.com Exelon - PECO Qiong Lin Qiong.Lin@exeloncorp.com FirstEnergy Jenny Bonsky jenbonsky@firstenergycorp.com Christy Forester cforester@firstenergycorp.com Hydro-Québec Annie Tremblay Tremblay.Annie@hydro.qc.ca Lakeland Electric Stephanie Naser stephanie.naser@lakelandelectric.com Oncor Roger Stephens roger.stephens@oncor.com Jesse Medlock Jesse.medlock@oncor.com Pepco Holdings Dave Sneeringer Dave.sneeringer@pepcoholdings.com PSE&G Rob Woudenberg Robert.Woudenberg@pseg.com Westar Josh Belisle josh.belisle@westarenergy.com Janet Rinehart Janet.rinehart@westarenergy.com Kelly Reynolds Kelly.Reynolds@westarenergy.com

Thank You for Your Input and Participation! Your Presenters Ken Buckstaff Ken.Buckstaff@1QConsulting.com 310-922-0783 Debi Cook Debi.Cook@1QConsulting.com 760-272-7277 Gene Dimitrov Gene.Dimitrov@1QConsulting.com 301-535-0590 Rob Earle Rob.Earle@1QConsulting.com 315-944-7610 About 1QC First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs. Visit us at www.1stquartileconsulting.com | Follow our updates on LinkedIn