1. UGI Utilities Partnership in Managing Victims of Domestic Violence
June 2018

2. UGI Utilities Overview
80,000 new customers in the last 5 years
Added
Service territories lie within or adjacent to the Marcellus shale reserves
~640,830 Gas customers
~62,000 Electric customers
Pennsylvania’s
2nd Largest
gas utility1 serving 44 of 67 counties in PA
Most contemporary distribution system in Pennsylvania
Constructive regulatory environment
1 Based on total customers.

3. UGI Utilities serves a large portion of PA
Total Gas Customers
640,830
Total Electric Customers
62,099
Miles of UGI Gas Main Infrastructure
13,000 miles

4. UGI Mission: UGI Vision:
UGI’s mission is to be the preeminent energy distribution company in our targeted global markets by providing a superior range of energy products and services to our customers.
UGI Vision:
At UGI, we believe that safe, reliable and efficient energy is a necessity for our customers and communities. We strive to deliver this fundamental need through best-in-class safety, operations, products and services while positively impacting the lives of our employees, customers, and the communities we serve.

5. Meet the Customer Care Team

6. Billing and Regulatory Compliance Team

7. Customer Outreach Team

8. Outreach – Responsibilities
Administration of Universal Service Programs
CAP, LIURP, Operation Share
CARES – Protection from abuse order and LIHEAP
Community Based Organizations (CBO’s)
21 CAP agencies
10 LIURP agencies
20 Operation Share agencies
Training and support for all customer facing departments

9. Outreach – Roles Senior Coordinator
Trainer for staff at partnered community based organizations and internal customer facing departments
Senior Representative
Team leader, escalated support for call center and CBO staff, emphasis on reporting
Customer Outreach Representatives
Focus on day to day program administration and daily communication with customer facing teams (CBO and call center)

10. Universal Service Programs
Impact of the Universal Service Programs!

11. Outreach – “a day in the life”
Support staff for appropriate contacts
Investigate and respond to questions and concerns relating to customers participating in UGI’s Universal Service Programs.
Customer Outreach System (COS) updates
Work within the Web-based COS for customer updates and maintain communication with vendor to correct issues
Case Completion and COS tasks
Work generated from both System Exception Cases and COS tasks requiring action from the Outreach team
Customer interactions
Communicate with customers regarding program participation

12. Protection From Abuse Process Before
Handled by the UGI Customer Care – Call Center team (1 of 120 reps would handle the inquiry)
Challenges
Minimal experience with these issues
Customer privacy of sensitive documentation
Inability to handle each scenario with personal attention and follow up

13. Call Center Supervisory Team and Structure
Three call centers (located in Reading, Wilkes Barre and Lock Haven)
7 Customer Care Supervisors
Just over 100 reps (total, all locations)
Additional phone support provided by FCS (First Collection Services) in Mabelvale, Arkansas
Partnership began in early 2017
Just over 40 reps (billing/credit trained)

14. Protection From Abuse Process After
Transitioned responsibility to the Customer Outreach Department (Department of 10)
Expanded scope of PFA documentation
Agreed as part of Base Rate Case proceeding
Implementation in Fall of 2016

15. Improvements - Training
Personalized Domestic Violence Training hosted by:
Renewed understanding and sensitivity
Updated UGI’s internal training materials

16. Improvements - Communication
Reinforced Call Center compliance to inform customers of their ability to provide documentation
The order is sent to the Outreach Team for processing via the following options: at
Fax
US Mail

17. Improvements - Privacy and Record Retention
PFA documentation contains personal and specific information. UGI does not retain the documentation.
Once received, the order is reviewed and confirmed, but the documentation is destroyed. UGI keeps minimal detail in an Excel file related to the receipt of a PFA or abuse order.

18. Improvements – CARES Customers
All customer’s with a PFA or Order receive the following:
A contact from a Customer Outreach team member
A 30 day collections hold
Appropriate referral information
Custom payment arrangement or reconnection quote
Additional follow up as needed
Reduction in cases referred to UGI

19. Universal Service Programs
Customer Assistance Referrals Evaluation Services (CARES)
Provides short term assistance and referrals of payment-troubled customers to the programs offered by UGI and local agencies in our community.
Customer Assistance Program (CAP)
Long term arrangement based on income, average bill, or minimum allowed
Arrearage Forgiveness
CAP Credit
Operation Share
Grants for those below 200% federal poverty guidelines

20. Universal Service Programs (cont.)
Low Income Usage Reduction Program (LIURP)
Long term solution for customers with higher than average gas usage to provide energy efficient upgrades
Rehabilitation Program
A proactive approach to LIURP. UGI partners with non profit agencies rehabilitating a home.
Additional Options
Waived security deposit for CAP
Budget Billing
Gift Credits

21. Questions?