Meter Reading Safety Initiatives Irene Waldron & Reina Varela Meter Reading Business Analysts April 2013 Proprietary & Confidential Information

Revised New Hire Training Agenda Meter Reading Safety Initiatives through the years… 2006 Dog Focus Began 2007-2009 Dog focus expanded 2010 Revised New Hire Training 2011 Grassroots 2012 Grassroots II 2013 Sharing Stories

Meter Reading Challenges Meter Reading Safety Initiatives Meter Reading Challenges Back in 2007 during an average month an FPL Meter Reader: Walks over 250 miles, taking over 500,000 steps Drives over 550 miles Reads over 8,600 meters Faces over 1,000 dogs, 200 of them “bad” All while maintaining world class accuracy Proprietary & Confidential Information

Meter Reading accounted for 15 of the 17 dog related injuries Meter Reading Safety Initiatives Employees in Meter Reading were getting seriously injured due to dogs. From January to December 2007, 30% of the Customer Service OSHA injuries were dog-related Irene: Back in 2007 15 of the 17 Meter Reading accounted for 15 of the 17 dog related injuries Proprietary & Confidential Information

Many factors contributed to the high number of injuries Meter Reading Safety Initiatives The Findings Some of the potential causes of the dog injuries were related to inadequate: Meter Reader PPE (does not carry or properly use) Attire Dog bite protection Training Employee does not do a thorough hazard assessment Employee contacts customer but customer still lets dog out by mistake Customer doesn't know /remember when their meter is being read Many factors contributed to the high number of injuries Proprietary & Confidential Information

The Start of a Change… Meter Reading Safety Initiatives Several Initiatives were put into place Jan 2008 the safety council started to share best practices, conduct internal benchmarking and leverage communications January 2008 FPL began conducting Detailed Incident Analysis Reports (DIAR). January 2008 Customer Service business unit was the first in FPL to adopt an injury-free philosophy

Initiatives~continued Meter Reading Safety Initiatives Initiatives~continued January 2008, a new safety communications plan was implemented in January 2008. The safety communications plan included a monthly Safety Meeting In A Box to reinforce safe behavior and often includes tips for dealing with bad dogs. A new safety recognition plan was implemented in June 2008 and a new safety discipline policy in April 2009. Analysis showed that 7 of 9 or 78% of the injured employees did not violate a policy or rule. This prompted FPL to change the current policy Implemented long pants attire policy changes in July 2008.

Initiatives ~ continued Meter Reading Safety Initiatives Initiatives ~ continued Implemented dog behavior computer based training (CBT) in all offices, added assessment and made the training mandatory annually in March 2008. OC spray implemented for Meter Reading August 2009 via live training/meetings We needed customer engagement on “bad dog” noted accounts. Concluded training and on boarding is critical for employees with less than 1 year of service. Analysis showed that 89% of employees did not have time to use PPE meaning PPE was not accessible to employee in time to prevent injury.

Proprietary & Confidential Information Meter Reading Safety Initiatives We implemented the strategic imperatives and many dog bite countermeasures Black Belt project completed Change in dog policy New dog safety training & assessment OC Spray Deployment Customer letters Training changes Call ahead program changes Safety Council change Injury-free philosophy New Safety Communications New discipline policy New safety recognition Dog policy change FPL.com customer video “Bad Dog” Pilot New attire policy Irene: Back in 2007 15 of the 17 Proprietary & Confidential Information

Grassroots Safety Plan Grassroots- Safety Initiative Grassroots Safety Plan Put a simple challenge on the table at the district level Empower our employees to come up with a plan on how they can keep themselves and each member of that district safe and accident free for three months Have them create a plan and share it with the lead team – 1 page presentation, 15 minutes or less All current safety rules/policies still apply - this is more along the lines of behavior, teamwork, etc (how do they look out for each other) Solicit grassroots safety plans - if the employees develop it, they own it and are more motivated to do it Provide some time for them to get their plans together and then start the clock At the end of the 3 month period the success stories are published on the internal web Proprietary & Confidential Information

Individual Photo Contest - All Meter Readers Meter Reading Safety Initiatives Grassroots II Individual Photo Contest - All Meter Readers Keeping the eyes moving and looking for hazards while reading Using their phone’s camera to take a photo of hazards that are interesting or unique or difficult to see. Non-dog related Submitting the Photo’s Photos are submitted with a short description of the hazard Once every 2 weeks the best hazard photo Will be used to create a Hazard Assessment training poster Would be featured on the Meter Reading website

The Next Evolution in Safety Meter Reading Safety Initiatives The Next Evolution in Safety A Safety Culture is built when employees are empowered and encouraged to share what they have learned from their experiences. Observations, near misses, injuries and vehicle incidents are all experiences we learn from. When one person learns from an experience we have a safer employee… When all of us learn from one person’s experience we build a culture.

Sharing Stories~ continued Meter Reading Safety Initiatives Sharing Stories~ continued What we do Have informal conversations just like meter readers do each day in and out of the field What kind of stories do we share? Positive Stories: Stories we get from your Near Miss reports, from Safety Observations, from your Grassroots Projects… any story with a positive message we can all benefit from. Learning Stories:Stories from injuries or vehicle incidents. We’ll share all Serious Injuries and all Preventable Vehicle Incidents – and we may share some First Aid Injuries and Non-preventable Vehicle Incidents if there is something important to be learned from it. How do we share our stories? Conference calls and video stories told by our employees

Sharing Stories~ continued Meter Reading Safety Initiatives Sharing Stories~ continued Positive Stories The supervisor and the employee or employees involved. If the call is based on a Grassroots Project the team may present. If it is based on a Near Miss the employee involved will describe what happened and what was learned from the event. Learning Stories The supervisor will ask the employee to describe what happened and what the employee learned from the event and what they will do differently in future. There will be no follow up questions asked and no questions will be asked over the phone.

Sharing Stories~ continued Meter Reading Safety Initiatives Sharing Stories~ continued Why are we doing this? To share events and stories across the organization. To learn from these events to help prevent future injuries or vehicle incidents. Meter Reading safety has evolved and this will build an even stronger safety culture by: Talking openly about incidents Helping others avoid similar incidents Because we care about the safety and well-being of every one of our employees and even one injury or vehicle incident is one too many.

Continuing to Improve… Meter Reading Safety Initiatives Continuing to Improve… 12 Month Ending OSHA Rate OSHA recordables per 200,000 man hours worked Proprietary & Confidential Information

Proprietary & Confidential Information The benefit… for EVERY employee to go home, to their friends and family in one piece- injury FREE Proprietary & Confidential Information