Lessons from Winter 2014 Preparing For Winter 2015 Amanda Noonan Director, Consumer Affairs NH Public Utilities Commission

Winter 2014: Customer Experience  32% of customer calls last winter directly related to competitive energy supply

Winter 2014: Customer Experience Top Reasons for Calls  Pricing  Variable rates  Contract expirations  Lack of understanding of how competitive market works  Switching confusion Results?  Lots of confusion and disruption for customers

Winter 2014: Customer Experience  Residential and small commercial customers have no experience with the variable nature of electric market prices  Traditionally, utility energy service has insulated them from market fluctuations  Benefit and risks to competitive market choices

Preparing for Winter 2015: Outreach and Education  Outreach and Education  Competitive energy supply  How it works  Fixed versus variable pricing  Being Prepared for Winter  Conservation information  Energy efficiency  Assistance programs  Billing arrangements (budget billing and extended payment arrangements)

Preparing for Winter 2015: Outreach and Education  Consistent messaging to customers on what to expect and how to prepare  Coordination with electric and gas utilities  Coordination with OEP  Education about electric markets and natural gas supply constraints  High-level, consumer friendly