2. K E M A - X E N E R G Y Low Income Needs Assessment – Phase 2 California Public Utilities Commission Presentation to the Low Income Oversight Board (LIOB) Pacific Energy Center San Francisco, CA January 26, 2004 6

3. K E M A - X E N E R G Y 2 Update n Staffing n Training n Pre-test  Phone-scheduled surveys  Canvassing n Web-based tracking system n Full-scale survey implementation n Quality control n Data entry

4. K E M A - X E N E R G Y 3 Staffing n Pool of schedulers, interviewers and auditors hired and working full-time n Diverse backgrounds in social science research, customer service, and energy efficiency service n Multiple languages, ethnicities and races represented

5. K E M A - X E N E R G Y 4

6. 5 Training n Final training session held in LA in early December n Total of 30 interviewers and auditors trained at this session n Comprehensive training covered:  Study background  Policies & procedures  Lessons learned from pre-test and Northern California experience  Field work including two days of supervised canvassing

7. K E M A - X E N E R G Y 6 Pre-test n Challenges  No shows, cancellations  Language and logistics  Canvassing works in some areas, not in others n Success  Survey team members work well together  Customers respond well to survey length, content  Incentives

8. K E M A - X E N E R G Y 7 Web-based Tracking System n Information and “Chat Page” n Canvassing System n Scheduling System n Calendar n Administrative Reports

9. K E M A - X E N E R G Y 8 Web-based Tracking System (cont) n [sample screen prints] n PAGE TO BE HANDED OUT AT THE MEETING

10. K E M A - X E N E R G Y 9 Full-scale Implementation n To-date, nearly 400 surveys have been completed  Primarily PG&E customers  Urban and rural areas  Single family, multi-family and (thus far) a limited number of mobile homes  CARE and non-CARE

11. K E M A - X E N E R G Y 10 Full-scale Implementation (cont) n LA Canvassing  Burbank, West Hollywood  Compton, East LA  Covina  Orange County  Pasadena  Inglewood  Whittier  Long Beach  Santa Monica

12. K E M A - X E N E R G Y 11 Full-scale Implementation (cont) n Other Southern California  Visalia  Bakersfield  Ventura  Santa Barbara  Riverside  Redlands  Lake Elsinore  Needles  Barstow  San Diego  Oceanside  Encinitas

13. K E M A - X E N E R G Y 12 Maps/Tables n [Maps to illustrate coverage over state] n [Table to summarize progress and remaining work] n PAGE TO BE HANDED OUT AT THE MEETING

14. K E M A - X E N E R G Y 13 QC and Data Entry n Administrative QC n Technical QC  Customer Survey  Energy Audit n Data Entry  Quality Control  Preliminary Results