Remember to remind the group to jump in with questions as we go EEI/AGA Customer Service Conference & Exposition Remote Service Switch Connect Disconnect (Tuon/Toff) Credit Orders Southern California Edison April 16, 2013

Southern California Edison Southern California Edison (SCE) is one of the nation’s largest investor-owned electric utilities, serving more than 13 million people in a 50,000 square mile area of central, coastal and southern California. Based in Rosemead, SCE has been providing electric service in the region for 126 years. SCE is a subsidiary of Edison International, which is also headquartered in Rosemead. SCE at a Glance: Customer Meters 5,011,991 AMI Meters 4,927,529 Installed Meters DPB 4194 was where obtained meter count 5,011,911 AMI meter count is from RSO

What is Remote Service Switch (RSS) Enables Southern California Edison to establish new service for customers, discontinue service, and disconnect service for credit related issues. Remote Service Switch Exclusions Critical care customers Owner Authorization Agreement accounts Non Residential Accounts

Remote Service Switch (RSS) Goals Implement remote service switch functionality for routine Connect (TUON) Disconnect (TOFF) service to achieve the following: Reduce field costs Reduce idle usage Improve customer satisfaction by processing more timely tuon/toff service orders Provide safe and timely completion of credit related collection activities Minimize incremental operational costs Remind the audience that SCE utilizes Tuon for Beginning order Connecting and or start service and Toff for Disconnect order ending service

Pre Smart Connect-Manual Process

Customer Tuon Toff Service Order Process Remote Service Switch Customer Tuon Toff Service Order Process

RSS Turn-On Process Flow – Happy Path New As-Is A Customer Requests a Turn-On CSS determines remote switch eligibility If RSS Eligible, CSR states Safety Message, if not uses as-is process CSR enters order in CSS 1 2 3 4 CSS updates the order 10 Finding out the sa A SmartConnect meter w/ service switch receives and processes connect command and sends acknowledgement Meter Data Mgmt Sys receives connect order and sends connect command Network Mgmt Sys receives and sends connect command 5 6 7 9 8

Remote Service Switch for Tuon and Toff Tuon and Toff Service Remote Order Eligible DOMESTIC accounts, use the service switch to execute beginning and ending order for electric service for customer initiated requests. Safety Message Remote switch eligible customers will be required to hear / read a new safety message prior to SCE accepting a move in request. Remote Service Switch Exceptions Field personnel will be required to complete beginning and ending orders that cannot be completed through remote service switch. On the day of service tuon order be sure all appliances and other electrical devices at this location are turned off.

Credit Disconnect and Reconnect Process Remote Service Switch Credit Disconnect and Reconnect Process

Remote Service Switch for Credit Credit-Related Remote Disconnect/Reconnect For eligible DOMESTIC accounts, use the service switch to execute disconnects and connects for credit-related reasons (i.e. non-payment) Verify Still Off Periodically check for usage and load side voltage following credit disconnect Initiate account closure when no usage or LSV detected after 14 days No Cut/No Cut Without Contact New CSS Workstation and user interface to manage and view No Cut and No Cut without Contact schedule Ability to utilize specific areas as no cut related to current conditions Controls Disconnects will execute every 30 minutes between 9am and 2pm Annual and Daily RSS Disconnect Volume Threshold is configurable No cuts related to current condition ex. Would be fire area that has occurred- stop remote disconnects already scheduled, or due to elminating call volume

Credit Remote Switch Owner Authorization Residential Beginning Service Owners Authorization accounts will be RSS eligible Owner Authorization accounts that have been remotely disconnected for credit will be remotely reconnected upon account closure Same Party In Detection System checks conditions at beginning order for service that may indicate a Same Party In situation System creates an exception for follow-up Explain what Owner Authorization is

Remote Service Switch for Credit Remote execution for Disconnect in Error and Idle Usage Disconnect Disconnect in Error will be remotely executed if account is eligible for RSS Connect Idle Usage Disconnect will be remotely executed if account is eligible for RSS Disconnect Remote Service Switch Exceptions Field personnel will be required to complete Disconnect and Reconnect orders that cannot be completed through remote service switch. Need details on the same party in detection-

Remote Credit Service Switch Regulatory and Organization Impacts

Remote Service Switch Regulatory In 2011 SCE began the Process of implementing the Remote Service Switch functionality in stages. Limited release beginning with 100 orders and increased week by week. October 2011 temporarily suspended by CPUC Based on Motion by TURN (The Utility Reform Network) citing the need for sensitivity to the current economic climate March 2012 CPUC reinstated ability credit use Remote Switch April 2012 utilized Credit remote switch all eligible residential customers with an order of intent with only percentage of low income customers Find out percentage of low income

Change to fee structure Pre Remote Switch Post Remote Switch Field Assignment Charge $17.00 (1 billing period) Beginning / Ending Service Fee Next Day $15.00 Same Day $26.00 Reconnection Fee Next day $17.00 Same Day $28.00 Weekend /After Hours $71.00 Pole Fee Next Day $79.00 Same day $80.00 Weekends/Afterhours $110 Residential Fees Set fee Service Connection charge $6.00 Tuon Toff Reconnection fee Commercial Fees Set fee $39.00 Reconnection Fee Pole Fee $86.00

Remote Service Switch Organizational Impacts Customer Contact Center Communicate new safety message for RSS eligible turn-ons Audit the use of RSS ineligible flags on turn-on orders Meter Services Receive and process remote failed turn-on orders for same day processing Use a new field tool to actuate the service switch when processing field connect and disconnect orders on service switch meters Revenue Services Execute remote meter load side voltage checks when needed to resolve service connection issues Information Technology Monitor remote service switch failure logs and resolve issues Reroute remote eligible orders for field processing when needed with approval from key stakeholder management (e.g., RSO, MSO and CCO)

Remote Service Switch Data Graphs

Remote Service Switch (RSS) Tuon and Toff Order Impacts Orders Worked Manually COTO 10K meters COTO remaining meters Meter Services view of service center impacts after accounts were cut over ( COTO) to utilize the remote service switch functionality COTO COTO

Field Orders Completed

Remote Service Switch Order Volume

Changes in Field Work Force In AGA EEI Survey we are now including the Field Service Personnel, I think I will just populate our FSR personnel for the 2012 data

Opt Out Customers

Additional Impacts Related to Credit Remote Orders In some situations customers are currently allowed to Opt Out of AMI metering. If a customer choses to Opt out a legacy meter is installed. Customer is charged one time fee $75.00 Monthly charge on account Approximately 20,000 customers have opted out Many opt out for various reasons some once they have the fees revert back to the AMI meter, we have noticed a correlation from some credit related disconnects and an opt out request.

Questions ? JOHN Adair John.Adair@sce.com 805-654-7106