Agency Portal for Service Centers Serving Low Income Customers Angie S. Leslie Project Lead LIFE RUNS ON ENERGY SM Utility Payment Conference

Agenda Company Background Network LIHEAP, EHEAP and Additional Services Business Drivers for Agency Portal Importance of Providing Customer Information Cost Saving Opportunities Improvements in Customer Service Summary

Company Background Tampa Electric Supplier of electricity to Tampa Bay area since ,400 MW of generating capacity Customer base ~ 667,000 Service territory – 2,000 square miles of West Central Florida Peoples Gas Supplier of energy services since 1895 Florida’s largest natural gas distributor Customer base ~ 345,000 Service territory – State of Florida (East/West regions)

Service Territory Map

2-1-1 Network FCC created resource for comprehensive information and referral services The Calling for Act of 2003 Florida Network  Gateway to community services  24 x 7  Strengthens communities  Right information in the right way at the right time

Low Income Home Energy Assistance Program (LIHEAP) Federal program to assist low income households in meeting their immediate home energy needs  Source of heating and cooling in residential dwellings Household income requirements All 50 states receive LIHEAP grants each year Funding levels  Block grant  Contingency

LIHEAP Funding Funding Block Grant$1,977,027,460$4,476,301,613 Contingency$449,796,858$589,663,959$489,390,574 Total$2,426,824,318$5,065,965,572$4,965,692,187 State of Florida$27,075,265$95,037,075$110,354,390 % Florida1.4%2.1%2.5% % New York12.7%10.6%10.7% % Pennsylvania6.8%6.1%6.3% % Michigan5.5%5.0%5.2% % Illinois5.8%5.3%5.2%

Emergency Home Energy Assistance for the Elderly Program (EHEAP) Assists low-income households, with at least one person age 60 or older Payments for home heating and cooling emergencies Eligible for $600 per heating and/or cooling season Includes cost for blankets, portable fans/heaters, and repairs to heating/cooling equipment

Additional Services Community Action Board Customer Communications  IVR  Customer Service Professionals  Website  Conservation DVD  Weatherization kit

Business Drivers for Agency Portal Partnership with social service agencies  Assessment of information needs  Review business process  Win/Win experience Economic conditions  Increase in payment arrangement requests  Growth in customers seeking aid  Modify credit scoring methodology  Rise in statewide unemployment rates

Florida Unemployment Rate (2008 – 2010)

Importance of Providing Customer Information No IVR, no waiting in queue Provide consistent information  Monthly bills and final notices  Deposits  Payments Ease of use for information and payment guarantees Provide a secure environment to protect customer information

Cost Saving Opportunities Metrics  Incoming call volume  Incoming payment guarantees or pledges  Outgoing duplicate bills  Disconnect and subsequent reconnect activities Other  Potential reduction of bad debt expense (write-offs)

Improvements in Customer Service Assist more customers in need Reduce Agency processing time Automate account updates Provide an audit trail Shift of resource assignments

Summary Implementation approach  Work closely with local funding agencies  Soft launch to Tampa Electric agencies  Phased approach for Peoples Gas statewide agencies Keys to Success  Focus on agency information needs and processes  Seamless approach for shared gas/electric accounts  Increase in agency guarantees  Reduction in call volume

Q & A Thank you! For any other questions, please contact: Angie S. Leslie Tampa Electric / Peoples Gas