Energy Savings Assistance Program Outreach and Enrollment Workshop # 6 October 26, 2011

Automated Outbound Calling Campaigns Engage customers though the use of the ‘Direct Connect’ feature Direct Mailer / Postcard Campaigns Includes service provider’s information to increase the legitimacy of the program Campaigns to MyAccount Customers Includes program video and ability to “apply now” Univision’s ‘A Su Lado’ Promote the program during the live morning newscast Community Outreach & Involvement Leverage grass root outreach opportunities with cities, regional centers, and fairs Outreach and Marketing Existing Strategies

Outreach and Marketing New Strategies Customized Messaging Tailor material and outbound calling scripts to customer segment Multi-Language Support Translate collateral material and outbound scripts Utilize Text Messaging Promote program through text with “Apply Now” Automated Re-instatement Customers with cancelled appointments can re-schedule Integrate Messaging with Energy Efficiency Include information within the educational and outreach materials

Enrollment Existing Strategies Tablet PC Technology Offers the ability to validate information in “real time” Bulk Work Assignment Work is referred out to service provider within a neighborhood Ensure the service provider has a full days worth of work in a small geographic area SMART (Schedule Manager and Routing Tool) Single point of reference for all routing,scheduling, and dispatching tasks Reduce drive time and gas consumption Automate schedule setting tasks Decrease program’s carbon footprint Increase visibility to crew appointments

Enrollment New Strategies Enrollment Simplified Owner’s Waiver Improve clarity of language with assistance from service providers Option for property owners to refuse services and still return the form Property Owner Program Brochure Benefits to Owner / Tenants Measure service description Enrollment process description Available to service providers Simplify the Enrollment Form Simplified layout to reduce error rate Develop one form to utilize for dual enrollment agencies Coordination with SCG Translate Terms and Conditions to all supported languages

Enrollment New Strategies Enrollment Smart Phone Technology Mobile Work Order Management Sync appointments to GPS Interactive Map on Smart Phone Work Order Feature Ability to close out work orders through phone Communication Preference Ability to communicate via , text, or VRU Ability to cancel or change appointments Remind customers of scheduled maintenance Opt-in to be reminded of upcoming appointments

Paperless Enrollment Software Remote installation to compatible hardware Energy Education on Tablet PC Automated discussion topics using customer data captured during enrollment to ensure standardized and customized energy education Integrated User Interface for Tablet Reduce time to enroll customer Eliminate duplicate data entry work Upload data to both utilities’ databases Enrollment New Strategies Enrollment