Exhibit to Agenda Item #2

Transcription

1 Exhibit t Agenda Item #2 Bard Energy Resurces & Custmer Services Cmmittee Wednesday, September 6, 2017, scheduled t begin at 5:30 p.m. Custmer Service Center, Rubicn Rm Pwering frward. Tgether.

2 Custmer Experience Enhancements Custmer & Cmmunity Services Beynd September 6, Energy Resurces & Custmer Services Cmmittee Meeting and Pwering frward. Tgether.

3 smud.rg Enhancements Bill Pay Yur Way My Energy Tls & Alerts My Accunt User ID Recvery My Energy Tls Cmmercial New Bard Ward Map 70 Years Bright & Shine My Accunt Overview Charts Custmer Experience Online Enhancements September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

4 Custmer Experience Maturity Strategic Directive Alignment 5-Year Plan CCS 5-Year Rad Map September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

5 Custmer Experience Strategy We empwer ur custmers and cmmunity t thrive in a new energy future. Our gal is: Custmers feel in cntrl f their energy usage because SMUD reliably delivers Always-n, cmmunity-wned energy frm sustainable surces Infrmatin t make the best energy decisins fr their hmes r businesses Digital/mbile tls t manage energy usage and anticipate impacts t their budgets In a way that is It s easy and cnvenient t d business with SMUD, whether via digital, phne r in persn. SMUD mves at the speed f my life and business; issues are reslved quickly and efficiently. Service and prducts fit my needs...and SMUD cmmunicates and interacts with me in a warm and persnal way. SMUD wrks cllabratively with custmers and partners, supprting ur cmmunity t achieve win-win utcmes. September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

6 smud.rg Enhancements Befre After September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

7 Bill Pay Yur Way Metrics Online Enrllment BB & CDD Enrllments Budget billing Custm Due Date Advertisement - Web Prgram Residential Cmmercial Ttal BB & CDD 1, ,294 BB Only 18, ,700 CDD Only 3, ,732 Ttal 23, ,726 September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

8 My Energy Tls & Alerts Advertisement - Web High Bill Alert My Accunt Prfile & Preferences Alerts Bill alerts ttal sign ups 40,637 Mbile High Bill 4,413 ( Only) Mid Bill 19,216 ( & Text) Bill Threshld 17,008 ( & Text) September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

9 My Accunt User ID Recvery User ID Recvery Retrieve User ID User ID Recvery Success Username Recvery Metrics Jan Feb Mar Apr May Jun Jul Aug Ttal 10,774 10,476 10,346 9,268 10,044 10,645 11,716 15,968 89,237 September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

10 My Energy Tls Cmmercial Advertisement - Web My Energy Tls Advertisement September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

11 New Bard Ward Map Bard Ward Map Bard Ward Map Bard Bi September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

12 70 Years Bright & Shine 25,773 visits since the launch 25,975 visits since the launch Pwering Futures Schlarships, vlunteerism, Mre than 100 grant applicatins received wrkshps, dllars invested back in cmmunity September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

13 My Accunt Overview Charts September September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

14 Digital Bill Bill Evlutin PV Mnthly Billing Expanded Payments & Respnsive Design Custmer Experience Billing & Payment Enhancements September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

15 Digital Bill TOD Sample Flat Rate Sample September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

16 Bill Evlutin Pre-Smart Meter Cmmercial Time Based w/ Reads Pre-Smart Meter Residential Time Based w/ Reads Pre-Smart Meter Residential Flat Rate Pst Smart Prpsed Meter Redesign Alternative Cmmercial Prttype Time Based Pst Smart Meter Residential Time Based Pst Smart Meter Residential Flat Rate Current Cmmercial Time Based Current Residential Time Based Current Residential Flat rate September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

17 PV Mnthly Billing Befre After Metrics 931 custmers n mnthly treatment 17,583 active PV custmers September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

18 Expanded Payments & Respnsive Design Befre After String Credit Card Pending payment Update Bill Ready t prmte aut-pay cnfirmatin fr ne-time payment September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

19 Web Chat Cntact Us Aut Reply Online Mve Services Intercnnect Enhancements Online Rebate Center Electric Vehicles Online Graffiti Reprting We Care Cards Custmer Experience Transactinal Enhancements September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

20 Web Chat Web Chat Web Chat Sessin Web Chat Survey Survey Results September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

21 Cntact Us Aut Reply Cntact Us Aut Reply September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

22 Online Mve Services Address Validatin Respnsive Design Call Deflectins CSR vs. Online Online Mve Success Rate Custmer Qute Quick and easy. Very helpful when time is f the essence and I can't place a phne call t speak with a representative. September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

23 Intercnnect Enhancements PwerClerk Applicatin Mnthly Average Cycle Time (Days) 119 Ask Jessica, remve June 22 Days Letter September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

24 Online Rebate Center Rebate Center - Web Rebate Center - Web Rebates Ttal Online Only % Online Clthes Dryer % Refrigeratr % Rm A/C % Smart Thermstat % Equipment Effcy Heat Pump Water Heaters % Equipment Efficiency- Whle Huse Fans % Pl Pump Measure % September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

25 Electric Vehicles Web Metrics 1,121 EV Estimatr since 10/2016 Incentive Cash EV Charger N/A 2017 YTD September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

26 Online Graffiti Reprting Web Metrics 75 page views since 5/25/17 12 frms submitted September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

27 We Care Cards Card Selectins New Hme Appreciatin Cngratulatins Cpe Public Service September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

28 24/7 Aut-Recnnect Minimum Payment Arrangement C-Brwse IVR Language Enhancement SMUD Energy Stre September 6, Energy Resurces & Custmer Services Cmmittee Meeting and 2017 Planned Enhancement

29 IVR Language Enhancement September 2017 Phne Tree 2015 Calls Vlume ENGLISH 96% 4% SPANISH 91% NON- SPANISH 9% Nn-Spanish Calls September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

30 SMUD Energy Stre Q Web Billbards Benefits One stp shp prvided by Simple Energy All prducts have been researched and selected as best in class 6 prduct categries smart thermstats, cnnected hme, lighting, water saving prducts, utdr living, advanced pwer strips Rebates + Lw Incme smart thermstats and lighting; cupn cdes fr EAPR custmers fr free prducts (6 pack f bulbs, lw flw shwerhead) Shipping free shipping fr rders ver $49; flat $5 fee fr rders under $49; , cntact center and chat September 6, Energy Resurces & Custmer Services Cmmittee Meeting and

31 Custmer Experience Enhancements Custmer & Cmmunity Services Beynd September 6, Energy Resurces & Custmer Services Cmmittee Meeting and Pwering frward. Tgether.