AGA Distribution Best Practices Program Key Performance Metrics CenterPoint Energy Judy Smith Process Management Manager 713-207-3737 judy.smith@CenterPointEnergy.com

CenterPoint Energy Gas Distribution Statistics Number of Gas Customers = 3,282,487 Miles of Main = 71,442 Number of Gas Employees = 3,000

CNP’s Approach to KPI’s Balanced Scorecard Approach Monthly report Snapshot of current month plus a YTD Reviewed at the executive level Provides a region by region comparison Also provides a current plan to forecast to previous year comparison on YTD numbers Regulatory Data Sharing Audits Inspections Data sharing with the general public Provides quick data for our Corporate Communications group to provide to media inquiries

CenterPoint Energy GIS SAP Mobile Data Optimain Data Storage and Record Retention Key Performance Indicators GIS SAP Mobile Data Optimain

CenterPoint Energy Three basic types of reporting for key performance metrics Regional Aggregate Reporting Operational Analytical

Regional Aggregate Reporting CNP Core Operating Income Gas Operations Operating Income Financials O&M Expense O&M Cost per Customer O&M Cost per Miles of Main Capital Expense Operational Performance Safety RIR Safety LTIR Safety PVCR Damage Collection Rates Damages per 1000 Locates Operational Metrics Customer Phone Response AMR/Meter Reading Customer Service Number of Employees Customer/Employee Employee Volunteer Hours People/Workforce

Operational Reporting Safety Financials Staffing Measurement Leak Survey Cathodic Protection Emergency Response Dispatch Times Bad Debt

Analytical Reporting Dashboard Monthly Regional Service Technician Efficiency Service Technician Productive/Non-Productive Time Service Technician Reasonable/Actual Time First On Site/Last Completion Service Activity Reports Installs Retirements Footage Installs & Retirements Leaks by Grade Construction Activity Reports 60 Day Outstanding Capital Orders Automated Meter Reading Reports Third Party Damage Reports CP Odor Injection/Concentration Farm Tap/System Odorizer Maintenance Plan/Measurement Point Reports

CNP KPI to Benchmarking Metrics How we rank in the industry How we compare to peer companies (similar customer counts) Overall By region Best practices Roundtables Identify areas of opportunity Strategic initiatives Efficiencies Hot topics Industry experts Provides an opportunity to build and maintain relationships within the industry

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