2. BREAK OUT SESSION: GROUP 2- CONSUMER EDUCATION/ PUBLIC RELATIONS GROUP NARUC VOLUNTEERS: Kellie Armstead- DC PSC Susan Corbin – MPSC NERC Lead Patrick Ayendi Maryam Abubakar

3. KEY TAKE HOME The group compared experience on the strategies for consumer educational public relation of DC PSC, MPSC and NERC The group identified 4 broad goals for NERC Developed work plan for Abuja campaign as pilot Developed strategies for these initiatives as recommendation for short term and long term considerations

4. GOAL 1 Create a Commission environment where all Divisions recognize the value of Consumer Education and Communication Key Take home: Recommendations

5. STRATEGIES TO ACHIEVING GOAL 1 Regular debriefing meetings- exchange of knowledge- keep everybody informed- internal electronic communication-internet Engage all staff in the mission of consumer education and create work groups for specific targeted consumer groups or task based on interests, skills, strengths

6. STRATEGIES TO ACHIEVING GOAL 1 CONTD Staff development for consumer education and media staff- briefings from other divisions, utilities, relevant stakeholders, industry professionals.

7. GOAL 2 Monitor trends and evaluate complaints Key Take home: Recommendations

8. STRATEGIES TO ACHIEVING GOAL 2 Until an IT platform for tracking the complaints process is complete, develop a tool that can be used to track and catalogue complaints- Microsoft Access; More robust NERC complaint form Develop social media measurements

9. GOAL 3 Based on evaluations and priorities of Communication, create a timely consumer education and media work plan that engages all the Division Key Take home: Recommendations

10. STRATEGIES TO ACHIEVING GOAL 3 Review division work plans to identify upcoming issues impacting consumers In work plan, identify issues and detail consumer education materials to be used for awareness campaign

11. STRATEGIES TO ACHIEVING GOAL 3 CONTD Commission approval of a budget to support consumer education and media work plan Pilot a consumer education plan in Abuja

12. GOAL 4 Create a consumer bill of rights that encapsulate the laws and rules that protects electricity utility customers. Key Take home: Recommendations

13. STRATEGIES TO ACHIEVING GOAL 4 Cooperate with consumer protection council and any other relevant government and non-governmental agencies to identify relevant consumer protection laws Identify all NERC regulations impacting electricity consumers

14. STRATEGIES TO ACHIEVING GOAL 4 CONTD Develop expectation that utilities will have visible and reliable customer complaints units to uphold the customer bill of rights using the NERC complaint process Make all consumers aware of the consumer bill of rights and the complaints process

15. BREAK OUT SESSION: GROUP 2 CONSUMER EDUCATION/ PUBLIC RELATIONS Objective of the campaign NERC Awareness: to inform neighborhood residents of their customer rights and obligations. All outreach would also include a component of energy conservation and efficiency

16. Strategies for residential customer- Neighborhood Associations Create a list of neighborhood associations and presidents Attend an association meeting, then contact the association presidents to schedule a briefing to introduce/ educate them about NERC Request to set up an information booth at the association meeting

17. Strategies for residential customer- Neighborhood Associations CONTD Determine the main topic of discussion/ select relevant promotional materials to use Add relevant contacts to listserv Publicize participation in events on website and social media Work with billing unit to distribute NERC information door to door

18. Strategies for residential customer- Neighborhood Associations CONTD  Leave materials in strategic locations  Identify local events where information booth could be used  Visit local schools and distribute local materials targeting students.

19. Evaluation Surveys- telephone follow up, door to door, online, utilities Set goals for outreach Post event evaluation form to be complete by staff Monthly/quarterly/Annual report of activity

20. EVALUATION OF COMPLAINTS MADE ON WEBSITE AND SOCIAL MEDIA PLATFORMS Consumer complaints unit of NERC to work with IT to map out the process of handling consumer complaints- CCU, Forum Offices, Zonal Offices and the Commission- especially for those filed using the websites or social media (Facebook, twitter, You tube)

21. Group picture- Group 2