© 2006 San Diego Gas & Electric Company. All copyright and trademark rights reserved. Implementation Update of SDG&E’s CARE & LIEE Programs Presentation to the LIOB January 26, 2010 San Jose, CA

2 LIEE Program Budget and Units

3 LIEE Through December 2009 Activity Budget$21,184,008Homes Treated21,031 Expenditures$15,799,764Homes Goal20,384 Percent75%Percent103% Energy Savings & Demand Reduction kWh5,745,6 04 kW607Therms244,794 Measure Installations Water Heating16,274Refrigerators2,321 Envelope & Air Sealing15,545Lighting158,790 Heating9,646Cooling450

4 Other LIEE Figures 6% of all LIEE participants in 2009 were identified as being disabled. LIEE customers participated in the California Solar Initiative (CSI) multifamily homes - 15 single family homes 7% of all homes served in 2009 were considered go-backs

5 LIEE Outreach / Ethnic Media Mailed LIEE program info to 300,000 households with high LIEE eligibility potential, resulting in 6,372 leads and 2,768 enrollments. Contacted 120,000 households about LIEE program through automated outbound calls, resulting in 5,273 leads and 1,443 enrollments. Called on 150,000 homes through door-to-door canvassing in low- income neighborhoods, resulting in 13,736 leads and 11,934 enrollments. Launched mass media campaign to educate customers about the variety of assistance available through SDG&E assistance programs, resulting in increased call volume to the customer call center. All tactics were executed in both English and Spanish. Launched follow-up mass media campaign to encourage customers to apply for CARE and Energy Team, resulting in large increases in online enrollments. All tactics were executed in both English and Spanish

6 CARE CARE Penetration Participants Estimated Eligible Participants Year-to-Date Penetration Rate 269,517337, % Process Improvements and Program Highlights – 2009 CARE Processing and Reporting System Enhancements Internet Enrollment - Customers able to enter account information and digitally submit an application for almost real-time enrollment or recertification Improved processing efficiencies by maximizing uploadable applications (47% of all enrollments processed this way) - Data sharing – San Diego Unified School District Free Lunch Program participants (2800 enrollments) - Door to Door – contractor provides application information digitally (>12,000 enrollments) - Outbound phone campaigns – application data provided electronically (>11,000 enrollments) - Internet – allows real-time integration with processing system (>14,000 enrollments) Program Highlights Pre-recertification campaigns - Identified customers expected to be asked to recertify and initiated the process by calling ahead of recertification date - Recertified almost 10,000 customers, reducing processing, mailing and postage costs

7 CARE Outreach / Ethnic Media Mailed CARE program info to 160,000 households with high CARE eligibility potential, resulting in 4,486 enrollments. Contacted over 297,000 customers about CARE program through automated outbound calls, resulting in 11,474 enrollments. Launched mass media campaign to educate customers about the variety of assistance available through SDG&E assistance programs, resulting in increased call volume to the customer call center. All tactics were executed in both English and Spanish. Launched mass media campaign to educate customers about the variety of assistance available through SDG&E assistance programs, resulting in increased call volume to the customer call center. All tactics were executed in both English and Spanish. Launched follow-up mass media campaign to encourage customers to apply for CARE and Energy Team, resulting in large increases in online enrollments. All tactics were executed in both English and Spanish. Entered into a data-sharing agreement with the San Diego Unified School District (SDUSD) in order to enroll families who are already participating in the National School Lunch/Free Lunch program into CARE.

8 Other Efforts Leveraging - Signed contracts with 3 LIHEAP agencies to leverage LIEE and LIHEAP opportunities. - Presented CARE & LIEE information to San Diego Community College District faculty. - Met with Sweetwater Union School District Adult Education to discuss leveraging opportunities. - Implemented combined summer youth program with Workforce Partnership and San Diego Urban Corps to enroll customers in CARE and LIEE. Integration - Synergy now serving mobile home community through third partnership where applicable. - Identifying opportunities in the EE Multifamily program to provide measures where feasible. Pilots - In Home Display  Authorized budget $163,140  Expenditures to date $8,125 Studies - Non Energy Benefits  Authorized budget $30,000  Expenditures to date $29,322

Looking Ahead SDG&E will take a more customer-centric approach going forward, listening to the values and feelings of our customers and providing solutions in a way that meets their needs. - More proactive communications => live one-on-one contact (live calls and outreach) - Better quality communications => focus on customer values SDG&E will strive to lessen the burden of qualification and enrollment on the customer by finding ways to simplify the eligibility communications and enrollment process. - Improve forms and applications - Simplify explanations of requirements - Eliminate confusion and unnecessary steps for enrollment process SDG&E will work to more appropriately segment its target audience in order tailor its communications with individual groups, such as neighborhoods, ethnic and disabled groups

10 Customer Privacy – Current Practices Relevant excerpt from SDG&E Privacy Policy [1] [1] “SDG&E will not disclose the information you give us with any third party except to the extent such third party requires such information in order to perform services for SDG&E related to SDG&E’s own business purposes, unless required by law, or when necessary to protect the Web site or SDG&E. We will not collect or sell your information for commercial purposes with third parties.” [1] [1] SDG&E’s privacy policy is available at