1. Innovative Solutions for the Energy Industry Marketer Training & Certification Achieved with Blended Learning Presented By Brenda Williams, FPL & Susan Gilbert, Apogee Interactive

2. Innovative Solutions for the Energy Industry Marketer FPL and Study-Center.com About FPL Drivers for decision to use Study-Center Process used to implement the training Audience and feedback Success with the Study-Center Next Steps

3. Innovative Solutions for the Energy Industry Marketer lFlorida Power & Light –a premier utility lFPL Energy –disciplined wholesale power generation business lFPL FiberNet –wholesale supplier of fiber optics

4. Innovative Solutions for the Energy Industry Marketer Largest Electric Utility in Florida Service area St. Augustine Daytona Beach Melbourne Stuart West Palm Beach Fort Lauderdale Miami Naples Sarasota Bradenton Serves half the state

5. Innovative Solutions for the Energy Industry Marketer # of customer accounts (millions) 2.4% growth in 2002 Customer Growth Added 4 millionth acct. in 2002!

6. Innovative Solutions for the Energy Industry Marketer 17% 6% 25% 18% 34% Oil Natural Gas Nuclear* Coal Purchased Power A Diverse Fuel Mix (2002, based on kwh generation) *Record year for power from nuclear plants

7. Innovative Solutions for the Energy Industry Marketer FPL and Study-Center.com What were the drivers for FPL using Study-Center? Interested in expanding training medium to include internet-based –Ability to reach more people in shorter period –Can access training during down times –Offered certificates –Refresher / updates –Already had partnership with Apogee Apogee support available to troubleshoot problems

8. Innovative Solutions for the Energy Industry Marketer FPL and Study-Center.com What was the process? Buy-in critical –Met with managers to sell the benefits. –Presented the benefits to the supervisors at their quarterly meeting. Demonstrated how the Study-Center worked. –Selected dates and placed them on training calendar. –Worked with Apogee and IM to modify the enrollment process. (Self enrollment for students. Provided list of supervisors to Apogee ).

9. Innovative Solutions for the Energy Industry Marketer FPL and Study-Center.com The audience and what courses were offered: Piloted use of Study-Center in 2000 with about 20 C/I reps –Fundamentals of Electricity –Course now required for all new reps Introduced 5-course Residential Series first quarter 2002 –Apogee worked with FPL focus group –Courses tailored to FPL environment

10. Innovative Solutions for the Energy Industry Marketer FPL and Study-Center.com 280 Residential Energy Services Reps 12 RES Supervisors All reps required to take all courses:  Fundamentals of Electricity: 4-6 hrs  Energy Systems Fundamentals: 2-4 hrs  HVAC in Warm Climates: 2-4 hrs  Water Heating, Laundry & Pools : 2-4 hrs  Appliances, Lighting & Power Quality: 2-4 hrs 800 Seats purchased in 2002 – mly 1 testommercial / Industrial –Online Systems Strategic Account Management System

11. Innovative Solutions for the Energy Industry Marketer Benefits to FPL lBlending of e-Learning with classroom training lUpdate employees on new technologies and refresher skills lProvides course completion documentation lAllows employees access 24 / 7 lSupervisors Summary Report lLink to department web site

12. Innovative Solutions for the Energy Industry Marketer FPL and Study-Center.com lNext Steps –Continue to offer the courses to new representatives –Promote availability of Reference Library –Add Situational Spanish to course offering

13. Innovative Solutions for the Energy Industry Marketer Some customization upfront Meeting with Supervisors & interested parties Removed irrelevant topics Added emphasis and new material

14. Innovative Solutions for the Energy Industry Marketer Unique Blended Approach Supervisors “orchestrated” the training Some held competitions People worked together, helped each other

15. Innovative Solutions for the Energy Industry Marketer 5 Day Course Becomes eLearning

16. Innovative Solutions for the Energy Industry Marketer Sample Module

17. Innovative Solutions for the Energy Industry Marketer Learning Objectives and Objects

18. Innovative Solutions for the Energy Industry Marketer Objectives in Behavorial Terms

19. Innovative Solutions for the Energy Industry Marketer Motion Drives Home Key Points

20. Innovative Solutions for the Energy Industry Marketer

21. Sporatic Quizzes Reinforce Key Learning Objectives Link Back to Information Break up the Material Maintains Interest Assures Improvement in Scores and Accomplishment of Learninoratic Quizzes

22. Innovative Solutions for the Energy Industry Marketer Courses Pre-Test Final Course Advisor Evaluation

23. Innovative Solutions for the Energy Industry Marketer

29. Analysis of Results

30. Innovative Solutions for the Energy Industry Marketer Data is telling!

31. Innovative Solutions for the Energy Industry Marketer Data of fun to analyze

32. Innovative Solutions for the Energy Industry Marketer 19 Supervisors, average 12 reps each

33. Innovative Solutions for the Energy Industry Marketer In Summary eLearning is coming to the energy industry Best foothold where training is required Creating ongoing reference library valuable People like ability to go at their own pace Works best when utility and vendor really engage in the challenge