1. Gas Service Riser Survey Lonnie Bellar Vice President, Gas Distribution

2. Gas Service Riser Survey The Gas Service Riser Replacement project is a five-year program to inspect all gas service risers in the LG&E system and replace targeted risers Customer Communications is a major emphasis of program — Letter to all customers at start of program — Customer commitment kick-off meeting with business partners — Brochure and hangtag one to two weeks prior to work — Customers notified in person or by hangtag if replacement necessary Work is completed without appointment during non-heating months (April – November) — Hangtag is left with customer if work is complete and gas left off Work completed by appointment only from December - March

3. Gas Service Riser Survey Partnered with Bellamy Research to have customer satisfaction survey completed for residential customers who had risers replaced in summer of 2014 Survey evaluated the following areas — Overall satisfaction — Recall and satisfaction with communications — Technician performance and skills — Gas service restoration satisfaction A total of 600 surveys completed; 200 for each business partner All satisfaction questions based on a 10-point scale

4. Overall Satisfaction Scores

5. Recall Notification 9.32 Do Not Recall Notification 8.53 Communications

6. Technician Attributes AttributeOutside TechnicianInside Technician Overall Handling9.589.81 Careful with Property9.479.88 Courtesy9.799.88 Easy to Understand9.849.86 Ability to Answer Questions 9.809.84 Professionalism9.759.81 Outside technicians also received score of 9.56 for cleaning up upon completion

7. Opportunities to Improve 6% of customers surveyed Care with property and service restoration (multiple calls) were primary causes

8. Goshen Restoration Event Page 8

9. Goshen Restoration Event 2,457 customers lost service due to isolating a section of the Ballardsville transmission line in response to a mechanical- fitting failure on the line Utilized Incident Command Structure for response and restoration efforts Work completed with zero company or business partner recordable; one minor motor vehicle incident Response… — Isolating separated section of line — Temporary repair to allow relights to begin — Permanent repair Restoration… — Turn off services and verify — Purge and repressure system — Relight customers

10. Goshen Restoration Event Resources — 250 plus field resources on Friday and Saturday About 100 company employees; 200 business partner employees – Six business partner companies – Gas Service Riser business partners were a major resource — Additional 45 to 50 administrative and management employees — Support from company groups including Communications, Customer Service, Design, Electric Distribution, Facilities, IT, Legal, Retail and Sourcing 1,700 relights (69%) completed on day one of relights 90% plus completed by day two Multiple visits to customers made on Friday and Saturday Multiple outbound calls made About 50 customers have been unavailable to accept service

11. Goshen Restoration Event