1. $500 gas pricing Andy Wappler
VP Customer Operations and Communications

2. PSE’s strategic objectives

3. How to improve the customer experience?

4. Zero phone calls Customer calls to PSE 4,000,000 Today Future
Annual calls
Today
Future
Customer calls to PSE
4,000,000

5. How to simplify the process?
The old way:
Individual estimate
By PSE
By our service partner (InfraSource)
Questions about usage
Stove, water heat, furnace?
Customer frustration
Employee frustration

6. How to simplify the process?
The new way:
No Individual estimate
By PSE
By our service partner (InfraSource)
No Questions about usage
Stove, water heat, furnace?
Customer frustration appreciation
Employee frustration productivity

7. Current residential gas pricing
If PSE digs trench
$500
If customer digs trench $0

8. New customer volumes increasing