Florida Power & Light Customer Service Update

Transcription

1 INVESTOR CONFERENCE 2010 BUILDING THE NEXT ERA OF CLEAN ENERGY Florida Power & Light Customer Service Update Marlene Santos Vice President of Customer Service May 3, 2010

2 Cautionary Statements And Risk Factors That May Affect Future Results Any statements made herein about future operating and/or financial results and/or other future events are forward-looking statements under the Safe Harbor Provisions of the Private Securities Litigation Reform Act of These forwardlooking statements may include, for example, statements regarding anticipated future financial and operating performance and results, including estimates for growth. Actual results may differ materially from such forward-looking statements. A discussion of factors that could cause actual results or events to vary is contained in the Investor section of FPL Group s website and in our Securities and Exchange Commission (SEC) filings. 2

3 Agenda Customer Service Operations Demand Side Management (DSM) Energy Efficiency and Demand Response Energy Smart Florida Smart Grid Initiative Advanced Meter Deployment Department of Energy grant 3

4 FPL s Customer Service performs well against industry benchmarks Indicator Performance Measure Benchmark (1) % meter reading errors 0.009% 0.007% First quartile % of bills issued electronically % of payment received 13.3% 19.9% First quartile electronically Write-offs as a % of total revenue Interactive Voice Response 54.5% 0.17% 63.3% 0.24% First quartile First quartile penetration 57.6% 57.3% First quartile Call abandonment rate 1.1% 1.2% First quartile Total O&M per customer $37.76 $41.60 First quartile Average speed of answer (seconds) Second quartile 4 (1) Benchmarks based on 2009 PA Consulting study

5 Internal surveys show high levels of customer satisfaction Call Center Satisfaction (1) 90% % of Customers 85% 80% Residential Business 75% 70% Over 85% of our customers are extremely or very satisfied with call center services 5 (1) Top two box on scale of 1-7

6 ServiceOne Award record sixth consecutive year 6 All aspects of our business have been recognized by a wide variety of industry organizations 2009 Recognition 1st quartile performance in 26 metrics E Source No. 1 Interactive Voice Response (IVR) system out of 94 utilities ServiceOne Balanced Scorecard Achievement Award second consecutive year for Care Center E Source first for value, second overall in business account management Edison Electric Institute outstanding energy efficiency programs

7 Agenda Customer Service Operations Demand Side Management (DSM) Energy Efficiency and Demand Response Energy Smart Florida Smart Grid Initiative Advanced Meter Deployment Department of Energy grant 7

8 FPL is a national leader in Demand Side Management (DSM), which includes both energy efficiency and demand response DSM FPL is second in the nation in DSM as measured by cumulative megawatts avoided through demand side management programs, according to DOE data MW 4,500 4,000 3,500 3,000 2,500 2,000 1,500 1, Top 10 Utilities in DSM 3,821 3,724 3,265 2,213 1,723 1,458 1, A FPL B C D E F G H I Through these efforts, FPL has avoided the need to build 13 medium-sized power plants 8 Source: Department of Energy; Energy Information Administration; 2008 data

9 FPL is one of the nation s leaders in achieving demand reduction from Demand Response programs Top 10 Utilities in Demand Response MW 2,000 1,800 1,600 1,400 1,200 1, ,866 1,571 1,401 1,154 1,123 1,090 1, A FPL B C D E F G H I Company 9 Source: Department of Energy; Energy Information Administration; 2008 data

10 FPL is also one of the nation s leaders in achieving demand and energy reductions from Energy Efficiency programs Top 10 Utilities in Energy Efficiency Demand Reduction Energy Reduction 2,500 2,000 2,175 2,153 1,955 12,000 10,000 11,233 10,291 1,500 MW 1, , GWH 8,000 6,000 4,000 2,000 4,607 4,043 2,564 2,196 1,857 1,812 1,790 1,763 0 A FPL B C D E F G H I Company 0 A B C FPL D E F G H I Company Source: Department of Energy; Energy Information Administration; 2008 data 10

11 The existing portfolio of residential programs is being expanded to meet higher goals FPL Residential Programs 11

12 12 The existing portfolio of commercial programs is also being expanded to meet these increased goals FPL Business Programs

13 Agenda Customer Service Operations Demand Side Management (DSM) Energy Efficiency and Demand Response Energy Smart Florida Smart Grid Initiative Advanced Meter Deployment Department of Energy grant 13

14 FPL is investing in Energy Smart Florida, a multi-year project featuring smart meters, and enhanced grid performance and diagnostic capabilities Energy Smart Florida Overview The project is designed to help keep service reliability high over the long term and give customers more information to manage their energy usage Advanced meter deployment is the cornerstone of the program with an investment of approximately $645 million FPL is one of six companies to receive the maximum $200 million Department of Energy grant, which will enable an acceleration of advanced meter deployment as well as the addition of incremental programs $37 million allocated to advanced meter deployment acceleration $163 million allocated to incremental programs After the DOE grant, the rate base additions are estimated to be approximately $608 million 14

15 The advanced meter deployment project is the foundation of our vision for our Energy Smart Florida Smart Grid initiative Advanced Meter Deployment Overview The project will use proven, adaptable and flexible technology Two-way RF Mesh technology (Silver Springs Networks) Advanced meters (GE) Approximately one million meters will be deployed per year through 2013 FPL is following a methodical approach to minimize risk 15

16 FPL is actively addressing customer concerns raised in other smart meter program implementations Potential Concerns Installation Inconvenience Increased bills FPL Responses Extensive process to address customer feedback Piloting pre-notification postcards Every meter tested for accuracy Photograph of removal reading Comparing meter reads Loss of privacy Best practices to secure data Complex benefits Not over-promising Customer education 16

17 Our leadership in advanced meter technology helped us receive a $200 million grant from the Department of Energy for Energy Smart Florida Incremental Investments ($MM) Transmission/Substation Intelligence - $79 Distribution Intelligence - $40 Other - $9 Enhanced Performance and Diagnostic Centers - $11 Accelerated AMI - $37 Commercial/Industrial AMI - $24 17

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20 Energy Smart Florida will provide a wide variety of improvements now and in the future More information and control Smart grid technologies will provide consumers with information to help them better manage their energy usage Greater convenience With two-way remote communication between the meter and FPL, we ll no longer need to access customers properties to read their meters Enhanced customer service Improvements When customers call us, we ll have detailed information, and so will customers, so we can resolve issues more efficiently 20

21 Energy Smart Florida will provide a wide variety of improvements now and in the future Outage prevention, identification and faster restoration Smart grid technologies will enable FPL to prevent some potential outages, more quickly identify outages, lessen the impact of outages, and communicate the location of outages for faster restoration Achieving operational efficiencies Energy Smart Florida will provide us with greater operational efficiencies, including lower field and back office costs associated with meter reading and collections; reduced unauthorized energy usage; and the reduction of bad debt More customer options Improvements Smart meters will make it possible for FPL to offer future products and services that will help customers better manage their energy use 21

22 FPL is committed to continuing to provide great service to our customers Summary FPL has an excellent track record of providing outstanding service We are committed to maintaining outstanding service We are making smart investments today that will position us well for the future 22

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