1. Proactive Customer Communications
Welcome
Proactive Customer Communications
Pam Wheat
Director Customer Service & Solutions
June 14, 2016

2. Oncor is the 6th largest transmission and distribution company in U.S.
DRAFT
Oncor is the 6th largest transmission and distribution company in U.S.

3. ONCOR OVERVIEW 10 MILLION 119,000+ 3.3 MILLION 3,400+ CUSTOMERS
MILES OF LINES
3.3 MILLION
ADVANCED METERS
3,400+
EMPLOYEES ACROSS TEXAS
Oncor is the Largest Transmission and Distribution utility in Texas serving more than 10 million Texans
Most notably is the Dallas/Ft Worth metroplex
East to the piney woods of east Texas the west to the deserts of West Texas
Our service territory encompasses a diverse geographical area –
Our customer population is diverse with close to one half of our customers are in the metropolitan area and the other half are dispersed across the rest of the service territory.
Full deployment of 3.2 mill advanced meters

4. TEXAS ELECTRIC MARKET OVERVIEW
Competitive
Generation
Customer Service
(Retail Electric Providers)
Customer A C
Retail Companies
Regulated
Transmission & Distribution B
This slide speaks to that crazy market we participate in …. Oncor is a regulated electricity utility – We don’t make or sell power, we just deliver it to homes and businesses in our service territory
Generation is competitive as well as Retail Electric Providers who are competing in the Texas market
There are currently over 115 active Retailers in our footprint varying in size and approach

5. Customer Experience at Oncor
Our focus is on delivering quality customer care and being a trusted advisor to the 10 million people we serve
Re-engage with the customer
Customer Experience Council
Developed multi-channel strategy
“Listen-Learn-Implement and meet the customers where they want to be”
Oncor launched an initiative to renew our commitment to a customer-centric culture in order to enhance the customer experience
Through transparency, predictability and consistency, we are establishing Oncor’s vision to be the customers’ Trusted Advisor
We named a Chief Customer Officer
We organized a Customer Experience council
Meet customers where they want to be
Communication channels can be complicated so Oncor has made it our mission to develop a mulit-channel strategy so we can communicate with customers the way they desired

6. Multi-Channel Strategy
Oncor.com Mobile
Social
Media
Oncor.com Refresh
Onocr.com
Crip Chat
Online Outage Reporting
Ask Oncor
Customer Experience
We Deliver
Text Oncor
Outage Map
I think we would all agree Today's customers are more engaged than ever before
Customers want to be communicated with in the method they prefer – be it face-to-face, by phone, , or text message, or even through social media
we recognize this and sought input from customers AND employees to determine what changes we need to make to improve our customers’ experience.
Our initial focus was on implementing the technology that will be the foundation to provide our customers with enhanced information and communication channels. These newly implemented technologies enable customers to text in outages, and will enable customers to view enhanced outage maps with additional outage information and online outage reporting. ,AND allow Retailers to utilize online chat to get questions answered
What we are going to focus on today are a few of those channels…
Multi-channel outage reporting
Proactive Outbound Messaging
Chat
Proactive Outbound
Automated Outage Reporting
Easy transfers
Clear & concise menus
Improved customer matching
Time reduction for navigating menu
Customer friendly menu wording

7. Multiple Outage Reporting Channels
Outage Map & Online Reporting
Weather Radar
ETOR
Number of customers out
Report outage
Text Oncor
Provides outage ETOR Changes to reported outages
Power On message when restored
Service Order Completion on 5 key types
Oncor.com Mobile Friendly
Majority are notices
Notice of Event to Start
Notice when complete
Today’s customers expect channel options, ease of self service and a live agent when they need it
Maintaining multiple channels is an ongoing process – every channel should be upgraded regularly, offer changes customers are asking for or getting from their banks and retail stores, and immediate action
Challenges for utilities typically are:
Provide consistent messaging - Oncor does this with a Enterprise Service Bus type technology that delivers the same update/information to each channel
Dedicated funding for the upgrades and changes when more and more capital is needed for reliability and upgrades to those systems
Continued improvements with the field to become UPS type service provider and provide meaningful updates/communication points for customers

8. Proactive Outbound Communications
Planned Outages
Provide alert about 3 days in advance
Reminder on the day before or day of
Thank you message and verify power on
Outage Tickets Closed with Meter Ping
Real issue for customers where power is still out
Experienced CSRs make outbound Troubleshooting calls with customer
If not on customer side then escalation with DOC to roll truck
Energy Efficiency Curtailment
Majority are notices
Notice of Event to Start
Notice when complete
Planned Outages:
- Improved contact information both with pre-validation on blank numbers and post-validation on failures
- Reduced the need to staff additional agents for the after hours events
- Reduced call volume from customers since they know why their power is out
- Improved satisfaction with planned outages – both customers and community leaders
Meter Ping:
Began 24-hour call support on July 6th as planned
Completed 2,441 calls in July
1,848 Calls were Answered or a Voic left
593 Calls attempts were unsuccessful
Approximately 50% of call backs reach a customer directly:
For 32% of these calls power has already been restored by Oncor or the Customer resetting breakers
For 17% of these calls power is restored through troubleshooting or an issue is identified with the customer’s equipment, usually through resetting the main breaker or determining that it will not it will not reset
Majority of Meter Ping closed tickets (72%) originate from the IVR, many of these are the result of customer confusion:
Reporting incorrect trouble type (Lights Out instead of Flickering Lights)
Attempting to report Streetlight or Guardlight outages
Matching to the incorrect account
Energy Curtailment:
- Eliminated Communication failures
- Reduced staff time to create and send notices
- Improved accuracy of contact lists with pre-season test and cleanup
Approximately 8,000 notices in last 8 months

9. Proactive Outbound Communications
Critical Care Emergency Notices
ERCOT Notifies the Market when short supply
Send Customers a voice mail and includes their secondary contact
Thank you message when complete
Street Light Outage Updates
Customer reports street light out online
Outbound call to let them know the ETA and restoration
Follow up call if longer than ETA provided
Storm Updates
Feeder level restoration updates
Typically major events or hard impacted areas
Updates and restoration key during these events

10. Messaging Awareness - Say What You Mean
Short Term
Implement wording changes to text messages: make “restoration message” more factual and changed STAT on an unreported outage message
Medium Term
Implement additional wording changes to proactive text messages and response messages
Add new message and logic to suppress expired ETORs from being proactively sent to customers
Long Term
Automatically opt customers in to receive outage notifications on a known but previously unreported outage when they text in STAT
Integrate pinging meters into the process of reporting outages through web or text
Ping meters before providing restoration messages
Old Restoration Message:
Oncor shows power has been restored at 123 Main. If power is still out please check breakers and meter base for damage.  Reply Y to re-report outage.
New Restoration Message:
Oncor has made repairs to facilities in your area.  If power still out at 123 Main check breakers and meter base for damage.  Reply Y to re-report outage

11. Chilling Effect of the TCPA on Proactive Messaging
Did you think that the TCPA applies only to those annoying telemarketing robocalls?
It also covers informational calls, including those used by utilities to provide customers important information related to their utility service (e.g. planned outage, restoration, field work notifications).
Specifically, the law restricts any person from use of an Automatic Telephone Dialing System (ATDS) and/or pre-recorded voice call or text to a wireless number, except in an emergency or without prior express consent
In Feb 2015, a key group of EEI/AGA companies filed a petition asking that the FCC “confirm that providing a telephone number to an energy utility constitutes ‘prior express consent’ to receive non-telemarketing, informational calls at that number related to the customer’s utility service.”
Prior express consent must be in writing or electronic writing
Prior to October 2013 could be oral and exempt for ‘established business relationship – those have been eliminated
Maintain evidence of consent for 4 years
Statutory damages:$500 per call
Up to $1,500 per call if willful
Assume major outage –100,000 customers
•50,000 successfully auto-enrolled in text update program
•3 texts sent to each
•Exposure:
$75,000,000 to $225,000,000
Domino’s$10 million
•Papa John’s$16 million
•Bank of America$32 million

12. Chilling Effect of the TCPA on Proactive Messaging
July 2015 the FCC issued an order responding to numerous petitions/requests for clarification, however the EEI petition was not included and is still pending.
Challenges around proactive messaging continue and include:
Identification of landline versus wireless number and maintenance of the information
Methods to obtain and document prior express consent
Processes to handle opt-out requests
Manage reassignment of wireless numbers
FCC did clarify that the first call to a reassigned wireless number or to a landline converted to a wireless would not be considered a violation, only any additional calls
Prior express consent must be in writing or electronic writing
Prior to October 2013 could be oral and exempt for ‘established business relationship – those have been eliminated
Maintain evidence of consent for 4 years
Federal Law (47 U.S.C. §227)
•Enacted 1991
•Original target:“Robocalls”
Junk Faxes
Statutory damages:$500 per call
Up to $1,500 per call if willful
Assume major outage –100,000 customers
•50,000 successfully auto-enrolled in text update program
•3 texts sent to each
•Exposure:
$75,000,000 to $225,000,000
Domino’s$10 million
•Papa John’s$16 million
•Bank of America$32 million

13. MULTI-CHANNEL – WHAT’S NEXT?
Mobile Outage Map Upgrade
Ono
Crip
Full Proactive Outage Notification
Outage Map Upgrade
“THE JOUNEY CONTINUES”
Customer Preference Portal
Chat….. End use customers via our AskOncor web page.
Proactive Outbound……
Operationally:
Identify Cell vs Landline and handle appropriately
Continue to work with EEI team for FCC approval
Proactive Messaging to all signed up in My Oncor Alerts
Identify and implement Service Order Interaction improvements with Lean Six Sigma and Customer Journey Mapping
Systems:
Implemented Data Store of Cell vs Landline
Implemented Preference Management earlier this year
Utilize more advanced reporting tools
Implement automated solutions for proactive messaging
End User Chat
IVR Strategic
Review
Automated Outage Reporting
Easy transfers
Clear & concise menus
Improved customer matching
Time reduction for navigating menu
Customer friendly menu wording

14. Pam Wheat

15. twitter.com/oncor
facebook.com/oncor
youtube.com/oncor
flickr.com/oncor
linkedin.com/company/oncor-electricdelivery
plus.google.com/+oncor
instagram.com/oncordelivers