1. NFFN/EEI/AGA Survey: Utility Best Practices for Low-Income Customer Assistance Programs June 13, 2012 Session 7 F

2. NFFN/EEI/AGA Survey: Utility Best Practices for Low-Income Customer Assistance Programs Moderator: Sadie John Kroeck, Peoples Natural Gas Company Presenters: Judi Martin-Omaha Public Power District Louis Gonzales-Florida Power and Light

3. Workshop Agenda: How did we get here Background on development of survey Survey process and data Value and use of data Next Steps Success Stories- a facilitated exchange Follow up

4.  How did we get here? Reorganization Search for best practices Networking Early mini-pilot EEI/AGA/NFFN partnership Background on development of survey

5.  AGA EEI DataSource Benchmarking Since 1996 Completely Web-based Customer Services Functions Comprehensive Survey Large Participant Base AGA EEI Member Benefit

6.  Survey Content General Utility Information Organization, Staffing, and Expenses for Low Income Programs LIHEAP Funds Utility-Sponsored Funds Education Outreach Weatherization Fundraising Partnerships Success Stories

9.  Online Survey and Results AGA EEI DataSource Framework Results Will Be Unmasked Participants To See All Detailed Responses Online Contact Information Is Included Browse, Filter, Export to Excel

13.  Survey Process There’s Still Time to Participate Contact help@agaeeidatasource.com for User ID and Passwordhelp@agaeeidatasource.com Submit Data Online by End of June Respond to Data Scrub Items Needing Verification Browse Results Online Participate in Webinar Receive High-Level Summary Report

14.  What Happens in DataSource Stays in DataSource Questions/Results Are For Employees Only Questions/Results May Not Be Shared With Consultants or Regulators Participants May Not Make Reference to Relative Rankings, Averages, Percentiles, etc. With Anyone Other Than Employees Confidentiality Agreement Applies to All Materials/Results When In Doubt, Ask First!

15.  Survey Participation So Far As of June 28, 40 Utilities Had Finished, More Are Anticipated Electric (38%), Gas (24%), Combination (38%)Utilities Represented 85% IOUs Sizes Range from 23,000 to 5 Million Customers Organizations and Funding are Varied The Success Stories Are Compelling

16.  DataSource Benchmarking Look At Expenses AND Performance Compare Processes Measure With Meaningful Peers Pick Up The Phone Work with the Data and the “Per”s

17.  DataSource Benchmarking It’s not about a prize for the top performer. It’s about understanding where you are today, and how to be better tomorrow.

18. Next Steps- Open Discussion Complete survey Are we asking the right questions? Annual Updates? Review data/report Use of data-networking

19. SUCCESS STORIES

20. NFFN Members Success Stories Organization: ______________________________________________________________________________ Contact Name: _____________________________________________________________________________ Phone Number: ____________________________________________________________________________ Email Address: ____________________________________________________________________________ Program Name: ___________________________________________________________________________ Program Costs: ____________________________________________________________________________ Program Goals: ____________________________________________________________________________ Success Story: __________________________________________________________________________________________ __________________________________________________________________________________________

21. Thank you Contact info: Judi Martin: jamartin@oppd.com Louis Gonzales: louis.Gonzalez@fpl.com