1. Social Equity Customer Team
OPUC Presentation
Date: 02/14/2017 Presenter: Margo Bryant Manager, Social Equity Customer Policy Government Affairs
Subhead about the topic
Date etc.
Presented by:
any additional information here

2. Special Attention Customers
“I need assistance…
to easily interact with PGE.”

3. Who are Special Attention Customers?
Special attention customers are generally part of one or more of the following groups:
Seniors/fixed income
Newly eligible for assistance (job loss, sudden change in income)
Unemployed/underemployed
Limited physical/mental ability
English not spoken at home

4. What Does the Special Attn. Customer Team Do?
“Three legged stool” approach – Includes staff from Public Policy, Customer Resource, & Market Strategies departments
Examine PGE policies through an equity lens
Positive engagements with low income agencies & advocates
Develop and implement business practice changes as they pertain to special attention customers
The “three legged stool” is represented by operations, corporate communications and marketing departments working together to represent customers with special needs.
The Core group reviews PGE policies as they pertain to special needs customers and makes recommendations on areas needing attention.

5. Special Attention Goal and Strategies
GOAL: Customers stay connected and have the ability to pay their bills.
Serve as a leader and trusted convener on special attention related policy issues
Partner with community helping agencies
Provide and develop targeted communications and programs
Serve as an internal resource to educate about and advocate for special attention customers
Use personas and identified market problems for tailored approaches to Special Attention market problems
Develop solutions, using targeted products and services to better meet their individual needs
PGE - CONFIDENTIAL

6. Customer Personas for Intentional, Targeted Work
Sally
Problem: Low/Fixed-income (Social Security)
Solution: Equal Pay, Preferred Due Date
Keith and Lisa
Problem: Unemployed, or under-employed
Solution: Connect to weatherization and assistance resources

7. Sally (Fixed Income) Long-term, low-income
Senior fully dependent on Social Security as only source of income - $14,677 annually.
Often struggles with prioritizing how to use monthly limited income. Takes pride in making sure bills are paid.
Home may be in disrepair and is no longer able to do maintenance. Heating system and appliances are inefficient which drives up energy bills.
May struggle with complexities of bill assistance application process. May not apply, feeling that others need the assistance more than they do.
Total Low-Income Seniors*: ~63,000
About 49% of PGE’s low-income households
Sally … What a Positive Outcome Looks like for me:
My expenses are predictable and I feel like I can manage them.
I get information on ways to lower my bill as well as help in paying it.
I can turn up the thermostat or otherwise raise my expenses slightly and it won’t get me into financial trouble.
Average Bill
$93
*Estimated using Axiom low-income data.

8. Special Attention Customers Policy Actions
PGE wants to ensure the fair treatment of all our customers.  We have instituted a policy that ensures that we:
Advocate on the behalf of seniors, those with disabilities, non-English speaking and low-income customers.
Promote policies and procedures for ensuring fair and reasonable treatment to all customers.
Educate our customers about programs that improve their relationship with us.
Monitor policy compliance.
Provide strategic direction.

9. Current Initiatives Special Attention Customer Team roadshow
2017 energy assistance legislation
Annual officer update
Community Solar – SB1547
EVs – SB1547
Agency and stakeholder meetings
Development of low income programs (i.e. PIPP, arrearage forgiveness, rate discounts, etc.)
Annual bill inserts sent to all residential customers promoting assistance programs.

10. Future Projects
Community fairs – energy related information, i.e., solar, EVs, energy assistance, weatherization assistance, etc.
Low income communications
Improve access to PGE’s low income web page