Implementation Update of 2009 -2011 LIEE CARE

Implementation Update of 2009 -2011 LIEE & CARE Program Presentation to the LIOB March 30, 2010 Sacramento, California 1

LIEE Program- Budget 2009 -2011 2009 Budget: This item shows the 2009 LIEE budget expended. Expenditures provided are preliminary. The final 2009 expenditures will be reported in the 2009 LIEE Program Annual Report. 2010 and 2011 Authorized Budgets: These budgets are authorized from D. 08 -11 -031. The 2010 budget does not include carry-over funds. 2

LIEE Program- Units 2009 -2011 2009 Units: This item shows 2009 LIEE units. Results provided are preliminary. The final 2009 results will be reported in the 2009 LIEE Program Annual Report. 2010 and 2011 Targets: These are authorized numbers from D. 08 -11 -031. *SCE 2010 target number includes carry-over units from 2009. 3

LIEE Year to Date Through February 2010 PG&E SCE SDG&E So. Cal. Gas Budgets Expenditure $14, 537, 985 $7, 772, 607 $1, 476, 406 $1, 804, 966 Budget $151, 067, 347 $61, 561, 081 $21, 184, 008 $76, 872, 816 Percent Expenditure 9. 6% 13% 7% 2% Activity Homes Treated 14, 134 14, 424 1, 748 2, 552 Goal 124, 991 104, 500 20, 384 143, 540 Percent Treated 11. 31% 14% 9% 2% Energy Savings Kwh 4, 949, 890 3, 734, 532 514, 187 NA Kw 952 960 59 NA Therms 266, 885 N/A 18, 743 39, 435 4

Measure Installations Through February 2010 Measures PG&E Water Heating 10, 838 34 989 1, 652 9, 263 282 979 1, 650 217 0 212 93 1, 992 2, 941 246 NA 91, 794 35, 526 14, 104 NA 578 2, 406 57 NA Envelope & Air Sealing Heating Refrigerators Lighting Cooling SCE SDG&E So. Cal. Gas 5

Other LIEE Figures Through February 2010 l Percentage of disabled enrolled versus 15% goal. PG&E SCE 18% l 9% So. Cal. Gas 5% 7. 6%* LIEE customers participating in CSI PG&E SCE 7 l SDGE SDG&E 0 So. Cal. Gas 24 NA Homes ‘gone back to’ versus new customers PG&E Go-back 1, 455 New 12, 679 SCE Go-back 0 SDGE New 14, 424 Go-Back 20 So. Cal. Gas New 1, 728 Go-back 0 New 2, 552 *For February 2010, 195 out of 2, 552 LIEE participants were identified as being disabled. For 2009, a total of 8, 460 (or 9. 9%) of all LIEE participants were identified as being disabled. 6

LIEE/ CARE Outreach Based on 4 th Quarter 2009 PG&E SCE SDG&E So. Cal. Gas LIEE: l. LIEE direct mail piece to 100 non-profits CARE: l. Automated phone recertification - increased retention from 79% to 86% l 750 k direct mail pieces to customers who participated in Third-Party Notification program l 450 k direct mail pieces to customers on pay plan and requested new services CARE l 67 k targeted thirdparty VRU campaign produced 4. 5 K enrollments l Direct mail campaigns to new potential customers. l. Follow-up efforts to non-responders of direct mail campaigns l. Phone Center Pilot to enroll customers during inbound calls. LIEE l. Over 400 k direct mail to targeted ZIP 7 areas LIEE/CARE l Expanded community outreach and door-to-door canvassing l Automated outbound calls and bilingual direct mail l English/Spanish online advertising, including banner ads, text ads and paid search ads l Radio ads on English and Spanish radio stations LIEE: l 237 k targeted direct mail campaign generated over 6, 000 leads l 23, 500 automated voice messaging campaign generated over 2, 000 leads CARE: l 380 k targeted direct mail campaign produced 31 k enrollments l Third-party Door-to. Door program produced 14. 3 k enrollments 7

LIEE/ CARE Ethnic Media Based on 4 th Quarter 2009 PG&E SCE SDG&E So. Cal. Gas LIEE Radio spots to air in March: Spanish, Chinese & Vietnamese CARE l. English television commercial on CW – Channel 44 Cable 12 l. Radio: English ad on KISQ, KKGN, KMEL, KNEW and KYLD radio stations, Cantonese ad on KVTO radio station, and Vietnamese ad on KVVN radio station LIEE/CARE l. Spanish language TV telecast — 34 A Su Lado l. Spanish radio spots to promote IQP programs CARE l. October 2009 bilingual marketing campaigns to households that dropped off the rate & household income of $50 K or less LIEE/CARE l. In-language online ads on Spanish websites l. In-language Spanish text ads on Facebook l. In-language radio ads on Spanish radio stations l. Bilingual direct mail and automated calls LIEE/CARE l. Traffic radio media campaign targeting: ØGeneral Market ØAfrican American Ø Seniors ØHispanics Campaign designed to provide assistance program information and enrollment opportunities by driving customers to SCG website 8

CARE Penetration Through February 2010 Participants Estimated Eligible Participants Year-to-Date Penetration Rate PG&E 1, 399, 757 1, 607, 597 87. 1% SCE 1, 264, 975 1, 419, 787 89. 1% SDG&E 271, 157 351, 297 77. 2% So. Cal. Gas 1, 573, 709 1, 802, 661 87. 3% 9

CARE Process Improvements Based on 4 th Quarter 2009 PG&E SCE SDG&E So. Cal. Gas l. Enhanced enrollment l. Implementation of l. Targeted customers l. Enhanced system to effectiveness: automated phone enrollment followed by a direct mail piece and door-to-door canvassing Probability Model to automatically verify & recertify customers that pass the model. l. Addition of categorical eligibility programs including: - Tribal TANF - Bureau of Indian Affairs General Assistance - National School Lunch Program - Head Start (Tribal) - SSI that were dropped due to non-response to recertification attempts through an outbound phone enrollment campaign in December 2009. This led to over 200 CARE customer reenrollments. l. CARE acceptance letters are sent immediately via email for all enrolled customers who provided a valid email address when applying to the program. concurrently generate letters to customers when automatically enrolled (AE) through all data sharing activities. Letters inform customers of CARE program AE and provide an ‘opt out’ clause. l. Sub-metered customers now have a 3 rd way to recertify: by telephone (IVR). 10

Leveraging and Integration Efforts Based on 4 th Quarter 2009 PG&E SCE SDG&E So. Cal. Gas LEVERAGING l. Began SMUD, CRP & PG&E WNA pilot l. City of Fairfield WNA Efforts l. City of Oakland Lotus Bloom WNA INTEGRATION l. Integration between CARE, LIEE, FERA, Cooling Centers and local office kiosks LEVERAGING l 8, 477 LIEE leveraged enrollments by EMA-DAP contractors l 1, 433 LIEE enrollments from outreach by CBOs leveraging non-IOU programs targeting HTR households INTEGRATION l. Phone center efforts – follow-up on old “could not contact” leads l 4 Q 09 newly in-need Outreach Summit – multiple SCE departments l. CARE and LIEE share leads between programs LEVERAGING l. LIEE works with LIHEAP to provide customers with all feasible measures from both programs l. CARE capitation contractors provide CARE enrollments and LIEE leads INTEGRATION l. CARE receives a large number of referrals from the Call Center l. CARE and LIEE share leads between programs LEVERAGING l. Agreements with two non. IOU municipal utilities’ lowincome programs, will soon produce installations l. Developing plan where DPSS’ Food Stamp /SNAP clients will receive CARE information in their quarterly mailing INTEGRATION l. Identified/enrolled lowincome customers who requested Energy/Water savings kit at EE events l. Worked with EE 3 rd Party Programs to screen multifamily complexes that have a high probability of LIEE eligibility 11