1. © 2003 Peace Software Inc. All Rights Reserved Confidential Information Utility Customer Profitability Analysis Paul Grey Chief Technology Officer

2. © 2003 Peace Software Inc. All Rights Reserved Confidential Information 1980s New Zealand deregulates energy sector 1989 First Peace utility CIS 19982002 Australia and Texas full retail competition 1997 First Peace Australian utility client 19941996 Peace launches browser-based customer care for utility call centers First million- consumer installation 2000 Australia deregulates C&I Peace pioneers industry’s first Internet self- service 1995 First North American regulated and competitive Peace installations 11-state regulated multi-jurisdiction implementation 2004 Systems Experience in International Energy Markets

3. © 2003 Peace Software Inc. All Rights Reserved Confidential Information Distribution Transmission Generation Retail profit contribution Customer care Collections Bill presentment Billing Receipting Overhead Retail cost to serve Retail Customer Profitability Total Revenue Retail Energy Retail Cost to Serve

4. © 2003 Peace Software Inc. All Rights Reserved Confidential Information... to individual customer contributionFrom overall cost focus... Payment processing Collections Billing Retail operational costs Call center Overhead Metering Cumulative Customer Profitability % of customers 250 200 150 100 50 0 20406080100 More profitableLess profitable % of total profit Focus on Cost and Efficiency 300 350

5. © 2003 Peace Software Inc. All Rights Reserved Confidential Information The Profitability “Whale Curve” Percentage of total profit Percentage of customers 20% customers can erode 200% of the bottom line 20% of customers can contribute 300%+ of overall profitability 60% customers are around break even More profitableLess profitable

6. © 2003 Peace Software Inc. All Rights Reserved Confidential Information Customer profile Margin drivers Cost drivers Customer Profitability Analytical Engine Individual customer cost-to- serve & profitability Customers Customer Profitability Model

7. © 2003 Peace Software Inc. All Rights Reserved Confidential Information Identify and retain profitable customers Understand the value of each of your customers Target operational initiatives for maximum profitability impact Customer profitability adds to the customer profile Advanced CIS delivers operational value Customer Profitability Analytical Engine Individual customer cost-to- serve & profitability Margin drivers Cost drivers Customer profile

8. © 2003 Peace Software Inc. All Rights Reserved Confidential Information PlanningOperations Strategic business improvement Better understand your customer base Know what questions to ask Identify opportunities for operational improvement M&A customer valuation Priority customer care Retention programmes and promotions Better qualify prospective customers “What-if” business planning tool Assess potential impact of changes, costs, initiatives CPA – Where’s the Value?

9. © 2003 Peace Software Inc. All Rights Reserved Confidential Information CIS is the Platform for CPA