1 The Challenge for Utilities Retailer of consumer products? Selling Consumer Understanding and Behavioral Changes THE HYPE - AND Leading with your chin! Building the ENERNET! Push or Pull Marketing?

2 The Smart Grid 2 Step UNDERPROMISE AND OVERDELIVER! Customer WOW!

3 AND NOW THE EXPERTS!

4 Michael J. Sullivan, P.E. Senior Vice President, Operations Pepco Holdings, Inc. Michael J. Sullivan is Senior Vice President of Operations for Pepco Holdings, Inc. (PHI), a regional energy holding company that provides utility service to about 1.9 million customers. PHI is the parent company of Potomac Electric Power Company, an electric utility serving Washington, D.C. and suburban Maryland; Delmarva Power, an electric and gas utility serving Delaware and the rest of the Delmarva Peninsula; and Atlantic City Electric, an electric utility serving southern New Jersey. Mr. Sullivan joined Potomac Electric Power Company in 1980 and advanced through a number of management positions including Manager of System Operations, General Manager of Transmission Operations & Maintenance and Vice President of Customer Care. He became Senior Vice President of Operations for Pepco Holdings, Inc. in March Mr. Sullivan is a native of Nanticoke, Pennsylvania. He earned a BS degree in Electrical Engineering Technology from Penn State University in 1980 and an MBA from Marymount University in He is also a licensed Professional Engineer in the District of Columbia. Mr. Sullivan serves on the boards of the Better Business Bureau for Washington, D.C. and Philadelphia, Pennsylvania metro areas, the Electrical Engineering Advisory Board at Penn State University Harrisburg, and the Marketing Executives Conference. He is also a graduate of Leadership Greater Washington and a member of the Maryland Society of Professional Engineers. He lives in Ellicott City, Maryland, with his wife, Laura, and their three children.

5 Penni McLean-Conner is vice president of customer care and energy efficiency for NSTAR. From an energy efficiency perspective, she is responsible for delivering a cost-effective portfolio of electric and gas programs to 1.4 million customers. On the customer care side of the business, she is responsible for customer inquiries, billing, metering, credit and collections and energy services. Penni has over 20 years in the utility business and is author of the book “Customer Service: Utility Style.” Her newest book, “Energy Efficiency: Principles and Practices”, was published in January She holds a BS in industrial engineering from North Carolina State University and is a registered professional engineer. She serves on many boards, including the Northeast Energy Efficiency Partnership (NEEP), the Consortium for Energy Efficiency, and the New England Clean Energy Council, among others.

6 David Green Executive Vice President Customers and Markets, North America Elster Background One of the world’s largest providers of electricity, gas and water meters and related communications, networking and software solutions. Over 4 million smart metering points online delivering data on a daily basis to utilities throughout North America, Central America & the Pacific Rim. Bio David is responsible for driving additional growth of its smart metering and smart grid systems solutions business. Prior to joining Elster, David was Senior VP of Customer Service and Energy Conservation at Dominion Resources and spent 25 years in various management and leadership positions within its energy delivery business. Copyright © 2010 Elster

7 LYNDA L. ZIEGLER Senior Vice President, Customer Service Southern California Edison Lynda Ziegler is senior vice president of the Customer Service business unit of Southern California Edison (SCE), one of the nation's largest investor-owned electric utilities. She is responsible for customer services to SCE’s 4.9 million customers, including customer experience, industry-leading demand-side management programs, implementation of advanced metering, as well as phone center activities, field services, account management, and local public affairs. She was elected to the position on March 1, Ziegler began her career at SCE in 1981 as a conservation-planning consultant. She held a variety of positions including service planner and manager of energy efficiency, customer service and major accounts. Under her leadership, SCE has been a leader in energy efficiency, winning the EPA/DOE Energy Star award 9 times, and over the last five years saving enough energy to power 965,000 homes. She is leading the deployment of SCE’s SmartConnect™ meters which will help customers save energy and add to SCE’s existing portfolio of 1600 MW of demand response capability. Ziegler is a member of EEI’s Customer and Energy Services Executives Advisory Committee, and is Chair of EPRI’s Energy Utilization Executive Committee. She is a founding board member of the Association of Women in Water, Energy and Environment, and serves as Secretary on the board of Partners in Care Foundation, an organization dedicated to improving health care policy through demonstrating success. Ziegler recently served as a contributor to the National Transportation Policy Project (“NTPP”), which developed multi-stakeholder consensus recommendations for a forward-looking American transportation policy. Ziegler also served for over 3 years on the board of directors of Leadership California, an organization dedicated to educating high-level women on the issues in California and encouraging women's leadership in policy and public office. She received her M.B.A. at California State University, Fullerton, and her Bachelor of Science degree in marketing from California State University, Long Beach. In addition, she has participated in two special management development programs at Southern California Edison.