1. National Grid LIHEAP Outreach NAEDA Kate Granger, Manager, Consumer Advocacy and Low Income June 21, 2015

2. About National Grid  National Grid - an electricity and natural gas delivery company that connects nearly 7 million customers to vital energy sources through its networks in New York, Massachusetts and Rhode Island.  It is the largest distributor of natural gas in the Northeast. National Grid also operates the systems that deliver gas and electricity across Great Britain.  Approximately 500K Customers on Low Income Programs

3. Consumer Advocates Low Income Programs Proactive Outreach & Education Storm Restoration Efforts Community Partnerships Consumer Advocacy Components

4. New York - UpstateNew York - DownstateLong Island Disconnect Notice Insert  Inserted with notice throughout HEAP Season Outbound Calling Campaigns  November  All HEAP Eligible Customers  Emergency HEAP Calls – February  Second Emergency HEAP Calls - March Interactive Voice Response (IVR)  Contact Center On hold message highlighting HEAP LIHEAP Winter Ad  November Financial Assistance Brochure  NYC Residential Customers  November Bill Insert Outbound Calling Campaign  November  All HEAP Eligible Customers Interactive Voice Response (IVR)  Contact Center On hold message highlighting HEAP LIHEAP Winter Ad  November Financial Assistance Brochure  Final Notice Insert through HEAP Season Outbound Calling Campaign  November  All HEAP Eligible Customers Interactive Voice Response (IVR)  Contact Center On hold message highlighting HEAP LIHEAP Winter Ad  November National Grid HEAP Outreach

5. Print Ad Example Ads Vary State to State Language Difference Fuel Assistance, LIHEAP, HEAP Crisis, Emergency Timing Difference

6. Print Ads

8. Outbound Calling Campaigns Proactive Outbound Calls Licensed national data warehouse Query income based on LIHEAP eligibility each year

9. Bill Inserts

12. Customer Assistance EXPO  Newest Initiative – Life Can be Hard but finding assistance shouldn’t be  Purpose to provide a our low income customers a way to connect with the resources they need, all under one roof in one day

13. Expos offer opportunities: To work one-on-one with customers and agencies in their neighborhoods To work as a community team – maximizing resources More importantly they provide hope to customers who feel like there is no place to turn Customer Assistance EXPO Opportunities

14. Customer Assistance EXPO Customers are beyond grateful:  “I signed up for HEAP & Food Stamps – this made it so easy”  “I didn't know National Grid had such nice people to talk to”  “You guys are truly angels for wanting to help people”  “Thank you so much for all the help”  “I had lost hope, but thanks to being here, my hope is renewed, and I now have a fighting chance of getting out of our mess”

15. QUESTIONS?