CUSTOMER RESEARSCH COLLABORATIVE June 27, 2013

Participants in the Collaborative  Please introduce yourself with: ● Name ● Affiliation ● Why you are interested in this research project

Project Goal  Duquesne Light Will: ● Research the actual experiences of low income customers to determine how such customers may be able to use smart meter technology ● Incorporate information regarding such customers into the plan’s metrics

Objectives for This Collaborative 1.Gather input from stakeholders regarding the research project 2.Establish a review and reporting process 3.Establish a timeline for deliverables

Agenda 1.Discuss the Research Question 2.Discuss Possible Research Methods 3.Specify Process, Deliverables, and Timeline 4.Summarize and Wrap Up Meeting

Discuss the Research Question  Research Question: ● How do low income customers use smart meter technology?  Discussion Topics ● Who are low income customers? ● What smart meter technology will be available to them? ● How will we know low income customers have realized benefits associated with the smart meter system?

Low Income Customers  Low Income Customers Include: ● DLC customers whose gross income is at or below 150% of the federal income poverty level.  Who else should we consider for this research? ● Low use (base usage below 500 kWh)? ● Medically needy (customers with Chapter 56 medical certifications at the time a smart meters is installed)?

Smart Meter Technology  Customer-accessible information services ● Web Dashboard  Smart Meter Usage Data Display  Bill to Date and Projected Bill ● Bill Alerts  Phone, , and/or text notifications  What else should we consider for this research?

Customer Benefits How will we know low income customers have realized benefits associated with the smart meter system?  What types of benefits should we investigate?

Discuss Possible Research Methods  What do you predict will be the answers to the research question?  How do low income customers use smart meter technology?  What will enable you to trust the answers?  What other studies are you aware of that investigated a similar research question? ● What did you like or not like about how those studies were conducted?

Process, Deliverables, Timeline  Process ● Subsequent stakeholder collaboratives to review significant deliverables  Deliverables ● Summary of stakeholder requirements ● Research plan (draft and final)  Timeline ● July 2013 – Summary of stakeholder requirements ● January 2014 – Draft research plan, 2 nd Collaborative ● April 2014 – Final research plan and schedule, 3 rd Collaborative

Summary and Wrap Up  What was one good thing you experienced, learned, or discovered today?  Who has been assigned action items, what are those actions, and when are they due?