Social Equity Customer Team OPUC Presentation Date: 02/14/2017 Presenter: Margo Bryant Manager, Social Equity Customer Policy Government Affairs Subhead about the topic Date etc. Presented by: any additional information here

Special Attention Customers “I need assistance… to easily interact with PGE.”

Who are Special Attention Customers? Special attention customers are generally part of one or more of the following groups: Seniors/fixed income Newly eligible for assistance (job loss, sudden change in income) Unemployed/underemployed Limited physical/mental ability English not spoken at home

What Does the Special Attn. Customer Team Do? “Three legged stool” approach – Includes staff from Public Policy, Customer Resource, & Market Strategies departments Examine PGE policies through an equity lens Positive engagements with low income agencies & advocates Develop and implement business practice changes as they pertain to special attention customers The “three legged stool” is represented by operations, corporate communications and marketing departments working together to represent customers with special needs. The Core group reviews PGE policies as they pertain to special needs customers and makes recommendations on areas needing attention.

Special Attention Goal and Strategies GOAL: Customers stay connected and have the ability to pay their bills. Serve as a leader and trusted convener on special attention related policy issues Partner with community helping agencies Provide and develop targeted communications and programs Serve as an internal resource to educate about and advocate for special attention customers Use personas and identified market problems for tailored approaches to Special Attention market problems Develop solutions, using targeted products and services to better meet their individual needs PGE - CONFIDENTIAL

Customer Personas for Intentional, Targeted Work Sally Problem: Low/Fixed-income (Social Security) Solution: Equal Pay, Preferred Due Date Keith and Lisa Problem: Unemployed, or under-employed Solution: Connect to weatherization and assistance resources

Sally (Fixed Income) Long-term, low-income Senior fully dependent on Social Security as only source of income - $14,677 annually. Often struggles with prioritizing how to use monthly limited income. Takes pride in making sure bills are paid. Home may be in disrepair and is no longer able to do maintenance. Heating system and appliances are inefficient which drives up energy bills. May struggle with complexities of bill assistance application process. May not apply, feeling that others need the assistance more than they do. Total Low-Income Seniors*: ~63,000 About 49% of PGE’s low-income households Sally … What a Positive Outcome Looks like for me: My expenses are predictable and I feel like I can manage them. I get information on ways to lower my bill as well as help in paying it. I can turn up the thermostat or otherwise raise my expenses slightly and it won’t get me into financial trouble. Average Bill $93 *Estimated using Axiom low-income data.

Special Attention Customers Policy Actions PGE wants to ensure the fair treatment of all our customers.  We have instituted a policy that ensures that we: Advocate on the behalf of seniors, those with disabilities, non-English speaking and low-income customers. Promote policies and procedures for ensuring fair and reasonable treatment to all customers. Educate our customers about programs that improve their relationship with us. Monitor policy compliance. Provide strategic direction.

Current Initiatives Special Attention Customer Team roadshow 2017 energy assistance legislation Annual officer update Community Solar – SB1547 EVs – SB1547 Agency and stakeholder meetings Development of low income programs (i.e. PIPP, arrearage forgiveness, rate discounts, etc.) Annual bill inserts sent to all residential customers promoting assistance programs.

Future Projects Community fairs – energy related information, i.e., solar, EVs, energy assistance, weatherization assistance, etc. Low income communications Improve access to PGE’s low income web page