WEBVTT 00:00:00.359 --> 00:00:02.642 Will begin 00:00:02.654 --> 00:00:05.557 momentarily. Thank you for your patience. 00:00:05.582 --> 00:00:08.990 Street. After crossing McAllister, 00:00:08.990 --> 00:00:11.520 the Garden Plaza area will be on your right 00:00:11.532 --> 00:00:14.190 after passing the War Memorial Herbs Theater. 00:00:14.190 --> 00:00:17.118 In the event of an emergency, Executive Director 00:00:17.130 --> 00:00:19.830 Alice Stebbins will call 911, and our Public 00:00:19.830 --> 00:00:25.535 Advisor, Alison Brown, is certified in CPR 00:00:25.547 --> 00:00:31.530 and First Aid. Thank you for your attention. 00:00:44.230 --> 00:00:46.286 I'm Masoud Fouda. For those of you who 00:00:46.298 --> 00:00:48.450 don't know me, I'm with the Energy Division Retail 00:00:48.450 --> 00:00:52.372 Rate team. And I want to welcome you all 00:00:52.384 --> 00:00:56.510 for coming to our residential rate reform. 00:00:56.510 --> 00:01:00.623 This is an annual event, almost a tradition 00:01:00.635 --> 00:01:04.010 now. We wrap up the year by getting 00:01:04.010 --> 00:01:08.303 everybody together. The Commissioners, the 00:01:08.315 --> 00:01:12.420 stakeholders, public. We get an overview 00:01:12.420 --> 00:01:16.072 of the progress in the residential rate reform 00:01:16.084 --> 00:01:19.280 from the IOUs, there is opportunity for, 00:01:19.280 --> 00:01:23.363 question and answer, and that's what we're 00:01:23.375 --> 00:01:27.660 trying to do today, so I'm going to kick off 00:01:27.660 --> 00:01:33.710 by just telling you. We have the phone lines on, so some people are calling 00:01:33.710 --> 00:01:36.183 in. We're not accepting questions from the 00:01:36.195 --> 00:01:38.680 phone, but I expect people come and go for 00:01:38.680 --> 00:01:46.729 different sections, so I wanna give you guys a quick status on what to expect 00:01:46.729 --> 00:01:51.376 today. We're going to start by the three IOUs 00:01:51.388 --> 00:01:56.250 giving us the update from the event last year. 00:01:56.250 --> 00:01:58.585 A lot happened last year. We did, all the 00:01:58.597 --> 00:02:00.720 three IOUs completed the default time 00:02:00.720 --> 00:02:08.570 of use pilots. San Diego started their residential 00:02:08.582 --> 00:02:14.440 transition to time of use and tons of 00:02:14.440 --> 00:02:17.978 marketing and outreach, educating people, a lot 00:02:17.990 --> 00:02:21.170 of analysis and research. So some of those 00:02:21.170 --> 00:02:24.993 things are going to be covered in this, plus 00:02:25.005 --> 00:02:28.670 other material in the IOU section. Then at 00:02:28.670 --> 00:02:33.834 1150, we have a section called Research Alignment 00:02:33.846 --> 00:02:38.400 Overview. This is basically a comprehensive 00:02:38.400 --> 00:02:41.850 look at all the research that has been done 00:02:41.862 --> 00:02:45.010 on the work that has been going on with 00:02:45.010 --> 00:02:48.711 the marketing and outreach of the residential 00:02:48.723 --> 00:02:51.790 time of use. Whitney is going to kick 00:02:51.790 --> 00:02:54.927 that off, and then we're gonna hear the, you 00:02:54.939 --> 00:02:57.739 know, what the research has summarized. 00:02:57.739 --> 00:03:00.754 We're gonna break for lunch. After lunch, 00:03:00.766 --> 00:03:03.720 we have two sessions. One from PG&E that 00:03:03.720 --> 00:03:08.198 they will review there. MEO strategy. And 00:03:08.210 --> 00:03:12.700 after that, SC is gonna talk about update 00:03:12.700 --> 00:03:20.099 on their CSRP plan. We're gonna take a break, and then after that, we're gonna 00:03:20.099 --> 00:03:24.022 have a default pilot load impact from San 00:03:24.034 --> 00:03:27.500 Diego NSC, I believe PG&E's covering 00:03:27.500 --> 00:03:30.516 that in their earlier presentation in the 00:03:30.528 --> 00:03:33.629 morning. And then we have this session, we 00:03:33.629 --> 00:03:37.352 call it a time of used non-benefiters research 00:03:37.364 --> 00:03:41.019 and that's a, it started with a data request. 00:03:41.019 --> 00:03:44.968 But has turned out to a research that Nexon 00:03:44.980 --> 00:03:48.940 has done on looking into customers and time 00:03:48.940 --> 00:03:52.180 of use that have tried or intend to shift 00:03:52.192 --> 00:03:55.599 loads, but they still, they have increasing 00:03:55.599 --> 00:03:58.815 the load impact and their bills have gone out. 00:03:58.827 --> 00:04:01.849 There is, you know, we hear about that. And 00:04:01.849 --> 00:04:05.294 then we're gonna wrap it up with DDB Team giving 00:04:05.306 --> 00:04:08.340 us more insight in the statewide campaign. 00:04:08.340 --> 00:04:11.916 And we end it with the final question and 00:04:11.928 --> 00:04:15.260 a and wrap up. There's going to be Q&A 00:04:15.260 --> 00:04:20.959 at the end of each session, so feel free to come to the microphones and 00:04:20.959 --> 00:04:24.543 ask questions. I do want to kind of keep track 00:04:24.555 --> 00:04:28.150 on the schedule because I believe people would 00:04:28.150 --> 00:04:30.743 be calling for certain sections or they'll 00:04:30.755 --> 00:04:33.300 be good to stay on track. But at the end, 00:04:33.300 --> 00:04:40.589 we have time for traditional Q&A. So with that, I'm gonna ask, we're gonna 00:04:40.589 --> 00:04:45.421 start with the three IOUs. I think San Diego's 00:04:45.433 --> 00:04:49.659 going first. So if there's any question. 00:05:14.859 --> 00:05:16.591 Hi. My name is April 00:05:16.603 --> 00:05:18.749 Bernhardt. I'm Marketing Communication Manager 00:05:18.749 --> 00:05:21.752 with SDG&E. I'm here with my colleague, 00:05:21.764 --> 00:05:25.089 Bryce Tiernan, who's Customer and Outreach 00:05:25.089 --> 00:05:28.100 Engagement Manager. He'll be sharing this 00:05:28.112 --> 00:05:30.991 presentation with me. Today is actually 00:05:30.991 --> 00:05:33.844 marks the one year that we got approval to 00:05:33.856 --> 00:05:36.720 launch our time of use transition from the 00:05:36.720 --> 00:05:39.065 Commission. So it's kind of, I guess, timely 00:05:39.077 --> 00:05:41.330 that we're here today to give an update on 00:05:41.330 --> 00:05:45.228 where we are with the transition. So with 00:05:45.240 --> 00:05:49.149 that, let me jump into it. So many of you 00:05:49.149 --> 00:05:52.321 in the room are familiar with the slide. 00:05:52.333 --> 00:05:55.749 This, chart represents our customer journey 00:05:55.749 --> 00:05:59.625 for the time of used. The color codes represent 00:05:59.637 --> 00:06:03.120 each of the communications that go out. So 00:06:03.120 --> 00:06:07.006 we started in December of last year with our 00:06:07.018 --> 00:06:10.569 first 90-day postcard communication, and 00:06:10.569 --> 00:06:12.278 I was, as I was reminiscing this with the 00:06:12.290 --> 00:06:13.889 team, they said, literally, we got the 00:06:13.889 --> 00:06:17.011 decision on the 13th and then we began processing 00:06:17.023 --> 00:06:19.969 on the 14th. And so now, it was literally this 00:06:19.969 --> 00:06:23.937 week that we began doing the analysis and 00:06:23.949 --> 00:06:27.740 the data to do our last batch of 90-day 00:06:27.740 --> 00:06:30.434 communications for our last group of customers 00:06:30.446 --> 00:06:32.979 that are transitioning. So it's come a full 00:06:32.979 --> 00:06:35.279 year. So this color chart represents, as I said, 00:06:35.291 --> 00:06:37.319 the different communications. So it starts 00:06:37.319 --> 00:06:40.786 with that 90-day postcard, a 60-day notification 00:06:40.798 --> 00:06:43.780 that has a bill comparison in it. It also 00:06:43.780 --> 00:06:46.488 includes, the 60-day includes the reply card, 00:06:46.500 --> 00:06:49.219 where a customer can take, easily take action 00:06:49.219 --> 00:06:51.747 on what, on their transition, if they want to 00:06:51.759 --> 00:06:54.409 opt in early, opt into a different plan, or opt 00:06:54.409 --> 00:06:57.772 out. And then a 30-day reminder. All of these 00:06:57.784 --> 00:07:01.379 were in English and Spanish. Along the journeys, 00:07:01.379 --> 00:07:05.999 you can see the color codes kind of change, we have what we call our after 00:07:05.999 --> 00:07:08.737 care communications, where customers received 00:07:08.749 --> 00:07:11.259 their welcome brochure. Once they started 00:07:11.259 --> 00:07:13.831 building on time of use. They, three months 00:07:13.843 --> 00:07:16.369 in, they receive a personalized video bill 00:07:16.369 --> 00:07:18.905 that actually shows their performance on time of 00:07:18.917 --> 00:07:21.309 use, and then a seasonal rates communication. 00:07:21.309 --> 00:07:24.899 And the last piece is our bill protection 00:07:24.911 --> 00:07:28.770 notification, which comes at the 10th month. 00:07:28.770 --> 00:07:32.698 From an operational standpoint, as of November, 00:07:32.710 --> 00:07:36.240 we've sent out 4.2 million communications, 00:07:36.240 --> 00:07:39.452 which, just incredible this is an incredible feat for 00:07:39.464 --> 00:07:42.509 our team, our operations and our marketing team to 00:07:42.509 --> 00:07:46.992 get this done. Prior to being defaulted on a 00:07:47.004 --> 00:07:51.599 time of use plan, about 2.7% of our customers 00:07:51.599 --> 00:07:59.479 actually opted in early for their time of use plan. And 11.9% opted out. Once 00:07:59.479 --> 00:08:02.776 customers transitioned collectively, they've 00:08:02.788 --> 00:08:05.729 stayed on time of use, so we have a 99% 00:08:05.729 --> 00:08:09.183 retention rate. As some of you might recall 00:08:09.195 --> 00:08:12.819 back in 2016, 15, we began transitioning our 00:08:12.819 --> 00:08:15.503 small, medium business customers to time of use, 00:08:15.515 --> 00:08:17.990 and at that time we had to redo our billing 00:08:17.990 --> 00:08:22.389 system. So since then, we are now billing, including 00:08:22.401 --> 00:08:26.229 our current residential time of use customers 00:08:26.229 --> 00:08:31.919 and our business time of use customers, we are billing accurately and 00:08:31.919 --> 00:08:40.276 timely 786,000 customers. So from a customer 00:08:40.288 --> 00:08:47.170 bill and usage standpoint, I'm gonna 00:08:47.170 --> 00:08:49.577 share with you a couple of data points. So we 00:08:49.589 --> 00:08:52.060 looked first, collectively, how have customers 00:08:52.060 --> 00:08:55.646 been faring from March to November. And so 00:08:55.658 --> 00:08:59.089 this is comparing how a customer's doing 00:08:59.089 --> 00:09:01.979 on their time of use rate compared to their 00:09:01.991 --> 00:09:04.959 standard tiered rate. So looking at customer 00:09:04.959 --> 00:09:07.616 bills overall, as I said from March to November, 00:09:07.628 --> 00:09:10.079 there's really very little difference. We're 00:09:10.079 --> 00:09:13.690 seen about a slight decrease of about 2% which 00:09:13.702 --> 00:09:16.940 averages a couple dollars per month. When 00:09:16.940 --> 00:09:19.184 we looked specifically at the summer, this 00:09:19.196 --> 00:09:21.399 past summer, we're seeing the same trends 00:09:21.399 --> 00:09:25.412 where it's about a 3% drop in monthly 00:09:25.424 --> 00:09:30.319 bills. When we looked at energy use, we saw 00:09:30.319 --> 00:09:32.837 slightly higher reductions in energy use, 00:09:32.849 --> 00:09:35.440 compared to 2018. When we're looking again 00:09:35.440 --> 00:09:38.101 what these customers would have done on a 00:09:38.113 --> 00:09:41.040 standard tiered rate, and overall, going back 00:09:41.040 --> 00:09:43.753 from the March to November transition, we've 00:09:43.765 --> 00:09:46.490 seen about an 8% reduction. And when we look 00:09:46.490 --> 00:09:49.295 specifically again in the summer months, it's 00:09:49.307 --> 00:09:51.940 about a 15% reduction in use, and I should 00:09:51.940 --> 00:09:53.855 mention that, later this afternoon, as you 00:09:53.867 --> 00:09:55.839 saw, heard from Masoud that they'll be more 00:09:55.839 --> 00:09:58.755 information about actual load impacts. We're 00:09:58.767 --> 00:10:01.500 still continuing to educate our customers 00:10:01.500 --> 00:10:05.501 about the high usage charge. We, this was our 00:10:05.513 --> 00:10:09.089 second summer that we had the high usage 00:10:09.089 --> 00:10:11.363 charge. So, granted, it was a milder summer 00:10:11.375 --> 00:10:13.610 compared to last year. So taking that into 00:10:13.610 --> 00:10:16.373 account and and the number of customers that 00:10:16.385 --> 00:10:19.160 we transitioned on time of use, we had about 00:10:19.160 --> 00:10:22.305 a 51% reduction of customers who incurred 00:10:22.317 --> 00:10:25.550 the high usage charge. It was, time of use 00:10:25.550 --> 00:10:28.356 was a good tool for us to help to remind customers 00:10:28.368 --> 00:10:30.689 that they can avoid the high usage charge 00:10:30.689 --> 00:10:34.690 by going on time of use. Again, we looked specifically 00:10:34.702 --> 00:10:38.350 at the summer. We had just under 14,000 customers 00:10:38.350 --> 00:10:41.061 that avoided, had they stayed on the standard 00:10:41.073 --> 00:10:43.560 tiered rate, they would have incurred the 00:10:43.560 --> 00:10:47.254 high usage charges. About 14,000 customers 00:10:47.266 --> 00:10:51.230 avoided that this summer. We continue to send 00:10:51.230 --> 00:10:53.842 out notification. So customers, if you're a 00:10:53.854 --> 00:10:56.300 new, if you're a customer, moving into a 00:10:56.300 --> 00:10:58.374 new residence that has previously incurred 00:10:58.386 --> 00:11:00.230 the high usage charge, that residence 00:11:00.230 --> 00:11:03.676 has a history of a high usage, you'll receive 00:11:03.688 --> 00:11:06.920 a quarterly notification to make you aware 00:11:06.920 --> 00:11:09.281 of what high usage is, particularly if you're 00:11:09.293 --> 00:11:11.459 new to our service territory, information 00:11:11.459 --> 00:11:15.055 on how to save and, of course, information 00:11:15.067 --> 00:11:18.759 on time of use, about how you can enroll in 00:11:18.759 --> 00:11:21.793 one of our time of use programs to avoid the 00:11:21.805 --> 00:11:24.850 high usage charge. So with that, I think I'm 00:11:24.850 --> 00:11:29.249 gonna turn it over now to, Bryce, to talk more 00:11:29.261 --> 00:11:33.579 specifically about our summer communications. 00:11:33.579 --> 00:11:36.329 Thank you. And, so it's really, this 00:11:36.341 --> 00:11:38.949 slide's really picking up where April kind of left 00:11:38.949 --> 00:11:41.440 off, where we took the lessons learned from 00:11:41.452 --> 00:11:43.899 the 2018 summer, where we did have so many 00:11:43.899 --> 00:11:46.243 customers that occurred the high usage charge. 00:11:46.255 --> 00:11:48.410 And we wanted to make sure that we got out 00:11:48.410 --> 00:11:51.642 in front of it before summer of 2019. Obviously 00:11:51.654 --> 00:11:54.560 with the mass transition, that played into 00:11:54.560 --> 00:11:56.870 as well. But the whole communication plan 00:11:56.882 --> 00:11:59.259 around the summer prep campaign was really 00:11:59.259 --> 00:12:02.050 around customized, it was most customized campaign 00:12:02.062 --> 00:12:04.370 to date with it. And it was really around 00:12:04.370 --> 00:12:07.658 helping customers plan and prepare for the 00:12:07.670 --> 00:12:10.970 summer. We, the kind of marketing campaign 00:12:10.970 --> 00:12:13.537 was Summer is Coming. Obviously a play on 00:12:13.549 --> 00:12:16.189 Game of Thrones there, and that was before 00:12:16.189 --> 00:12:18.970 summer pricing hit, and then once summer pricing 00:12:18.982 --> 00:12:21.490 hit at the beginning of June, it was Summer 00:12:21.490 --> 00:12:23.736 is Here, and so you can see some of the visuals 00:12:23.748 --> 00:12:25.959 there of some of the different collateral, but 00:12:25.959 --> 00:12:28.376 as we looked at really the whole summer prep 00:12:28.388 --> 00:12:30.709 campaign and looking at our customer base, 00:12:30.709 --> 00:12:32.967 we broke it down into really three different 00:12:32.979 --> 00:12:35.199 groups, again taking the lessons from 2018. 00:12:35.199 --> 00:12:38.063 It was customers that were on the time of use 00:12:38.075 --> 00:12:40.639 pricing plans, those that aren't on time 00:12:40.639 --> 00:12:43.914 of use pricing plans, and then those that either 00:12:43.926 --> 00:12:46.810 called into the customer contact center or 00:12:46.810 --> 00:12:49.332 had incurred high bills in the summer of 2018. 00:12:49.344 --> 00:12:51.770 And so, as we kind of walked through the one 00:12:51.770 --> 00:12:54.209 through four here on the slide, it walks, the 00:12:54.221 --> 00:12:56.459 1st one is the time of use customers and 00:12:56.459 --> 00:13:01.079 the different personalized messagings that we sent out to them. So for those 00:13:01.079 --> 00:13:04.038 customers that had transitioned and were on 00:13:04.050 --> 00:13:06.819 time of use pricing plans in June or had 00:13:06.819 --> 00:13:09.864 been transitioned before June of 2019, we 00:13:09.876 --> 00:13:12.860 sent out the first part there, the first 00:13:12.860 --> 00:13:14.689 collateral there that you see, and it was 00:13:14.701 --> 00:13:16.629 really, again, they're already on the rate. 00:13:16.629 --> 00:13:19.392 We wanted them to know how they can save during 00:13:19.404 --> 00:13:21.889 summer and be able to plan and prepare for 00:13:21.889 --> 00:13:24.551 what typically happens in summer is usage goes 00:13:24.563 --> 00:13:27.180 up and they can incur higher bills. And then, 00:13:27.180 --> 00:13:29.705 as we kind of walk through there, the middle 00:13:29.717 --> 00:13:32.310 is for customers that transition between June 00:13:32.310 --> 00:13:34.937 and October of 2019, and again, it's really 00:13:34.949 --> 00:13:37.529 getting out and making them aware. We sent 00:13:37.529 --> 00:13:39.561 a welcome brochure to them, direct mail and 00:13:39.573 --> 00:13:41.709 email, with the summer pricing that went into 00:13:41.709 --> 00:13:43.944 effect and making sure that they knew ways 00:13:43.956 --> 00:13:46.360 that they could shift and save, but also just 00:13:46.360 --> 00:13:49.388 save with their conservation during the summer 00:13:49.400 --> 00:13:52.310 months. And then we wanted to make sure that 00:13:52.310 --> 00:13:56.367 folks that had possibly incurred high usage 00:13:56.379 --> 00:14:00.079 charge in 2018, on the right side there 00:14:00.079 --> 00:14:02.904 after the plus. We sent out communication 00:14:02.916 --> 00:14:05.889 to customers, specifically targeted if they 00:14:05.889 --> 00:14:08.709 were approaching higher usage as compared 00:14:08.721 --> 00:14:11.620 to their 2018 bill. We wanted to give them 00:14:11.620 --> 00:14:14.216 a heads up and say, Hey, your usage is getting 00:14:14.228 --> 00:14:16.559 up there near the levels that you were at 00:14:16.559 --> 00:14:19.608 2018, and even though they were on time of use 00:14:19.620 --> 00:14:22.420 pricing plans and therefore wouldn't incur 00:14:22.420 --> 00:14:24.465 the high usage charge, we wanted them to still 00:14:24.477 --> 00:14:26.490 be aware. And since this was the first summer 00:14:26.490 --> 00:14:29.046 on it, we wanted them to know that it may not 00:14:29.058 --> 00:14:31.459 be just because of the time of use pricing 00:14:31.459 --> 00:14:33.727 plan. It may just be their usage overall and 00:14:33.739 --> 00:14:36.120 that they need to conserve more on their usage 00:14:36.120 --> 00:14:38.449 during the summer months to help with lower 00:14:38.461 --> 00:14:40.749 their bills. And so from there, as we move 00:14:40.749 --> 00:14:43.918 down to the customers that weren't on time 00:14:43.930 --> 00:14:47.259 of use pricing plans, it was really the most 00:14:47.259 --> 00:14:52.749 personalized that we've done. You see, there 18 different personalized versions 00:14:52.749 --> 00:14:55.689 of emails that we sent out to customers, 11 00:14:55.701 --> 00:14:58.720 different kinds of personalized direct mails 00:14:58.720 --> 00:15:01.492 that were sent out. All of these were for customers 00:15:01.504 --> 00:15:03.699 that were not on time of use, and it was 00:15:03.699 --> 00:15:06.181 really making them aware of the time of these 00:15:06.193 --> 00:15:08.579 plans, but also letting them know ways that 00:15:08.579 --> 00:15:11.591 they can continue to save, even though they're 00:15:11.603 --> 00:15:14.370 not on time of use pricing plans. And then 00:15:14.370 --> 00:15:16.537 the third category that I mentioned, those 00:15:16.549 --> 00:15:18.829 that called into our customer contact center 00:15:18.829 --> 00:15:20.947 in 2018. We wanted to let them know that we 00:15:20.959 --> 00:15:23.089 hadn't forgot about those conversations. We 00:15:23.089 --> 00:15:26.007 took lessons learned from that and implemented 00:15:26.019 --> 00:15:28.949 them into this campaign. And so you see there, 00:15:28.949 --> 00:15:31.589 we sent about 15,000, little over 15,000 postcards 00:15:31.601 --> 00:15:33.889 directly to those customers that had called 00:15:33.889 --> 00:15:37.019 in or had experienced high bills in the summer 00:15:37.031 --> 00:15:40.240 of 2018, letting them know that again we hadn't 00:15:40.240 --> 00:15:42.323 forgot those conversations. And we wanted 00:15:42.335 --> 00:15:44.480 them to be aware in advance of summer 2019 00:15:44.480 --> 00:15:47.389 so that they could plan and prepare for the 00:15:47.401 --> 00:15:50.389 summer rates that we're coming. And also let 00:15:50.389 --> 00:15:52.531 them know that they could opt in early to 00:15:52.543 --> 00:15:54.850 time of use pricing plans if they wanted to. 00:15:54.850 --> 00:15:56.934 And then number three and number four. I think 00:15:56.946 --> 00:15:58.819 we've touched on these before, but we set 00:15:58.819 --> 00:16:01.673 up a whole new summer landing page, The Summer 00:16:01.685 --> 00:16:04.550 is Here, where it talked about summer pricing, 00:16:04.550 --> 00:16:07.425 hit hard on the level pay plans, making sure 00:16:07.437 --> 00:16:10.259 that customers knew that that was an option 00:16:10.259 --> 00:16:13.633 for them to pay as well. And then also it, 00:16:13.645 --> 00:16:17.189 of course, had all of the different tips and 00:16:17.189 --> 00:16:19.613 summer saving tips for customers to save. And 00:16:19.625 --> 00:16:21.850 then, as April's talked about before with 00:16:21.850 --> 00:16:25.458 the mass media, we blanketed the market with 00:16:25.470 --> 00:16:28.769 the summer campaign as well. Kind of the 00:16:28.769 --> 00:16:31.178 whole process, with the time of use transition 00:16:31.190 --> 00:16:33.560 of making sure it's out in front of customers 00:16:33.560 --> 00:16:35.873 so that they knew in advance of summer that 00:16:35.885 --> 00:16:38.210 the summer pricings and effect, and there's 00:16:38.210 --> 00:16:42.221 ways for them to save, and it sent him to 00:16:42.233 --> 00:16:46.160 the landing page. From there, that's all 00:16:46.160 --> 00:16:48.502 of the kind of marketing campaigns. And then my 00:16:48.514 --> 00:16:50.720 team, the outreach team, is really out there 00:16:50.720 --> 00:16:53.293 face to face, as I've talked about before, 00:16:53.305 --> 00:16:55.769 working with the customers hand in hand, 00:16:55.769 --> 00:16:57.868 making sure that they understand the collateral 00:16:57.880 --> 00:16:59.860 that we sent to them. They can ask questions 00:16:59.860 --> 00:17:02.127 in person, which goes a long ways from a 00:17:02.139 --> 00:17:04.640 customer perspective, and we do that through 00:17:04.640 --> 00:17:06.408 several different channels. But one of the 00:17:06.420 --> 00:17:08.199 biggest is through what we call our Energy 00:17:08.199 --> 00:17:11.334 Solutions Partner Network, which is a group 00:17:11.346 --> 00:17:14.350 of over 190 community-based organizations 00:17:14.350 --> 00:17:17.067 that are really grassroots. And they're the 00:17:17.079 --> 00:17:19.870 trusted entity within their communities. And 00:17:19.870 --> 00:17:22.772 they help us share messaging on not only time of 00:17:22.784 --> 00:17:25.520 use pricing plans but also customer programs, 00:17:25.520 --> 00:17:27.881 including customer assistance. They've also 00:17:27.893 --> 00:17:30.159 been helpful this year with public safety 00:17:30.159 --> 00:17:32.445 power shut offs as well. Getting the information 00:17:32.457 --> 00:17:34.520 out there about those and how customers can 00:17:34.520 --> 00:17:36.934 sign up and you can see the various different 00:17:36.946 --> 00:17:39.320 types of organizations that are represented. 00:17:39.320 --> 00:17:41.908 It really is a vast amount, and we 00:17:41.920 --> 00:17:44.470 do that through working at many of their community 00:17:44.470 --> 00:17:47.402 events, doing presentations at their locations, 00:17:47.414 --> 00:17:49.990 if they already have presentation set up. 00:17:49.990 --> 00:17:52.350 And also we share monthly messaging with them 00:17:52.362 --> 00:17:54.630 that we ask that they post on our behalf on 00:17:54.630 --> 00:17:57.204 social media to really help amplify the message 00:17:57.216 --> 00:17:59.640 into those communities so that customers are 00:17:59.640 --> 00:18:02.205 not only seeing it on billboards, trains, 00:18:02.217 --> 00:18:04.549 etc., but they're also seeing it when 00:18:04.549 --> 00:18:06.502 they go to their Instagram or Facebook feeds. 00:18:06.514 --> 00:18:08.309 And it's coming from a trusted source. So 00:18:08.309 --> 00:18:11.502 you can see with that we've reached over 1.15 00:18:11.514 --> 00:18:14.370 million impressions this year, just with 00:18:14.370 --> 00:18:16.973 the time of use. And that's through November. 00:18:16.985 --> 00:18:19.600 So those will go up for the rest of the year. 00:18:19.600 --> 00:18:24.397 And I'll hand it back to April now. 00:18:26.522 --> 00:18:31.660 So we are at 70 per four, we're about about 74% along 00:18:31.660 --> 00:18:34.222 the way, our journey with time of use for the 00:18:34.234 --> 00:18:36.529 mass transition. But it's definitely not 00:18:36.529 --> 00:18:39.843 where our customer journey ends. In terms 00:18:39.855 --> 00:18:43.260 of rate reform, we have a number of active 00:18:43.260 --> 00:18:46.412 regulatory activities that are pending. Most, 00:18:46.424 --> 00:18:49.520 one that's on your, now, that we were excited 00:18:49.520 --> 00:18:52.611 to change that it's been approved is the petition 00:18:52.623 --> 00:18:55.850 to move the residential climate credits. Originally 00:18:55.850 --> 00:18:59.163 that climate credit is issued in April and 00:18:59.175 --> 00:19:02.809 October, and we were able, we receive approval 00:19:02.809 --> 00:19:05.703 to have it moved to August and September, 00:19:05.715 --> 00:19:08.690 the higher months when it's hotter, energy 00:19:08.690 --> 00:19:11.326 usage is up, so we believe will have a material 00:19:11.338 --> 00:19:13.820 impact on our customer bills next summer, so 00:19:13.820 --> 00:19:16.496 we're really pleased with that. Other pending 00:19:16.508 --> 00:19:19.020 regulatory activity is that we have in the 00:19:19.020 --> 00:19:22.391 work include our residential rate reform that we're 00:19:22.403 --> 00:19:25.330 anxiously awaiting the decision on regarding 00:19:25.330 --> 00:19:27.609 the last step in implementing our glide path 00:19:27.621 --> 00:19:29.760 that will reduce the differential between 00:19:29.760 --> 00:19:36.880 Tiers 1 & 2. We're also looking ahead this Spring on two decisions. One will 00:19:36.880 --> 00:19:39.616 be for our residential rate design window, 00:19:39.628 --> 00:19:42.440 which will include, potentially include the 00:19:42.440 --> 00:19:46.369 fixed charge minimum bill and then a new pilot 00:19:46.381 --> 00:19:50.070 pricing plan that would be based on a fixed 00:19:50.070 --> 00:19:53.604 cost for our customers as well as looking 00:19:53.616 --> 00:19:56.909 to eliminate seasonal pricing. So our, 00:19:56.909 --> 00:20:00.030 currently our prices change from winter to 00:20:00.042 --> 00:20:03.320 the summer months, and so we have a pending, 00:20:03.320 --> 00:20:06.824 we have a pending regulatory activity to eliminate 00:20:06.836 --> 00:20:09.870 that to, all of this, the goal is to reduce 00:20:09.870 --> 00:20:13.105 bill volatility for our customers. We want 00:20:13.117 --> 00:20:16.440 to make sure that, you know, we think while 00:20:16.440 --> 00:20:19.038 these are different activities, we think 00:20:19.050 --> 00:20:21.850 collectively that they'll make a meaningful 00:20:21.850 --> 00:20:24.814 difference in our customers bills and there 00:20:24.826 --> 00:20:27.870 won't be surprises when they open up. That's 00:20:27.870 --> 00:20:31.028 most important. So with that, that's the end of 00:20:31.040 --> 00:20:34.409 SDG&E's presentation. If anybody has any questions 00:20:34.409 --> 00:20:36.024 for Bryce or myself. 00:20:44.749 --> 00:20:51.269 Hi, I'm Dave Peck. I'm the advisor for President Batjer who is 00:20:51.269 --> 00:20:58.530 the assigned Commissioner for this area. Like to first thank Masoud and Whitney 00:20:58.530 --> 00:21:03.015 and Bridget and Paul and Peggy for putting 00:21:03.027 --> 00:21:07.419 on this summit. This is really important, 00:21:07.419 --> 00:21:09.789 and it's great getting everybody together at 00:21:09.801 --> 00:21:12.130 least once a year. I know this is happening 00:21:12.130 --> 00:21:15.086 many more times with the residential rate 00:21:15.098 --> 00:21:18.419 reform working group, but this is great, and I 00:21:18.419 --> 00:21:22.582 appreciate it and so does President Batjer. 00:21:22.594 --> 00:21:26.390 I'd first like to congratulate as SDG&E 00:21:26.390 --> 00:21:29.956 on this amazing effort that you've done in 00:21:29.968 --> 00:21:33.380 transitioning your residential customers 00:21:33.380 --> 00:21:37.368 to time of use. I mean, the numbers are pretty 00:21:37.380 --> 00:21:40.870 staggering. Four million communications. 00:21:40.870 --> 00:21:47.051 74% of your customers are already transitioned. 00:21:47.063 --> 00:21:51.320 And 99% of the folks are staying 00:21:51.320 --> 00:21:54.459 on time of use when they're defaulted. I 00:21:54.471 --> 00:21:57.929 mean, these are all great numbers. One thing 00:21:57.929 --> 00:22:00.313 I'd like to, wanted to see if this is 00:22:00.325 --> 00:22:03.110 something that you could bring forward in 00:22:03.110 --> 00:22:06.124 the future is either you talk about how much 00:22:06.136 --> 00:22:09.230 of folks are saving, being on time of use. If 00:22:09.230 --> 00:22:12.148 you could start capturing that number over 00:22:12.160 --> 00:22:15.090 time and just keep building that number in 00:22:15.090 --> 00:22:19.080 terms of cumulative benefits so we can actually 00:22:19.092 --> 00:22:23.010 show Commissioners and show the state how much 00:22:23.010 --> 00:22:26.277 this is helping us. And there was concerns 00:22:26.289 --> 00:22:29.720 going into time of use and you're dispelling 00:22:29.720 --> 00:22:32.911 all of those myths very quickly. And you're 00:22:32.923 --> 00:22:35.690 actually showing the way to the other 00:22:35.690 --> 00:22:39.293 utilities that this could be done. It could be 00:22:39.305 --> 00:22:42.920 done successfully. And making a great example. 00:22:42.920 --> 00:22:47.861 So looking at providing cumulative bill 00:22:47.873 --> 00:22:53.970 savings, cumulative load impact benefits, just 00:22:53.970 --> 00:22:57.595 continue to provide those numbers, month after 00:22:57.607 --> 00:23:00.779 month, year after year. So we can really 00:23:00.779 --> 00:23:07.960 understand what the benefits are here. The other thing I wanted to ask 00:23:07.960 --> 00:23:18.070 is your involvement or interaction with DDB and how did that process work 00:23:18.070 --> 00:23:28.179 for SDG&E? Was it a good synergy between the two groups? Specifically, maybe 00:23:28.179 --> 00:23:32.551 talking a little bit about their CBO's. And 00:23:32.563 --> 00:23:36.549 was that found benefit in this process? 00:23:36.549 --> 00:23:40.530 Yes, so I can talk to the CBO 00:23:40.542 --> 00:23:45.130 question. So, we already, obviously SDG&E's territory 00:23:45.130 --> 00:23:48.156 was was one of the smallest in the state to go, 00:23:48.168 --> 00:23:50.890 and with our vast network of relationships 00:23:50.890 --> 00:23:54.709 with over 190 plus CBO's, we worked very 00:23:54.721 --> 00:23:59.019 closely with DDB and also working, we already 00:23:59.019 --> 00:24:02.356 had existing relationships with those CBOs. 00:24:02.368 --> 00:24:05.260 So it was a good partnership in that, 00:24:05.260 --> 00:24:07.040 they were providing not only the statewide 00:24:07.052 --> 00:24:09.010 message, but then we were coming in and asking 00:24:09.010 --> 00:24:11.216 those CBO's to cover on the local front too. 00:24:11.228 --> 00:24:13.299 So those CBO's were very well educated in 00:24:13.299 --> 00:24:15.614 both kind of why the state's looking at that, 00:24:15.626 --> 00:24:17.750 but also from a local front, how they can 00:24:17.750 --> 00:24:21.967 shift and save and take ownership of their 00:24:21.979 --> 00:24:25.520 bills while they're on time of use. 00:24:28.110 --> 00:24:33.220 Did you find the DDB effort, and specifically, 00:24:33.232 --> 00:24:37.330 within the CBOs, to be a lot of value added, or 00:24:37.330 --> 00:24:41.603 was it just like a, was it potentially just 00:24:41.615 --> 00:24:45.510 overlap? Or, I mean, how did that work? 00:24:45.510 --> 00:24:48.732 In talking with the community, I think 00:24:48.744 --> 00:24:51.690 it was, there was some value add there. But it was 00:24:51.690 --> 00:24:54.811 also some overlap in that we already have those 00:24:54.823 --> 00:24:57.500 existing relationships with those CBO's. 00:24:57.500 --> 00:25:00.066 So I do think it added value, though having 00:25:00.078 --> 00:25:02.539 a statewide message there and really kind 00:25:02.539 --> 00:25:05.760 of explaining why the state's transitioning. 00:25:05.785 --> 00:25:08.909 Then do you have any lessons learned, things 00:25:08.909 --> 00:25:12.117 that you would do differently to, you know, 00:25:12.129 --> 00:25:14.909 provide to, you know, PG&E and Edison 00:25:14.909 --> 00:25:18.183 and potentially to DDB and how to improve 00:25:18.195 --> 00:25:21.480 this? Because, you know, we have two more 00:25:21.480 --> 00:25:22.753 coming down. 00:25:22.778 --> 00:25:24.723 Yeah, and we've kind of talked 00:25:24.735 --> 00:25:26.571 in some of the working groups that we've had 00:25:26.570 --> 00:25:29.744 set up around this kind of lessons learned. And 00:25:29.756 --> 00:25:32.610 I think as we wrap up this year, I'm gonna 00:25:32.610 --> 00:25:35.378 be coming back with just some more recommendations 00:25:35.390 --> 00:25:37.789 for DDB on more collaboration. But I think, 00:25:37.789 --> 00:25:40.407 really, for us, it was an open line of communication 00:25:40.419 --> 00:25:42.850 with them on what they're doing with the various 00:25:42.850 --> 00:25:45.102 CBOs in our territory. And that was what I 00:25:45.114 --> 00:25:47.430 would say is continue that, if not, amplify 00:25:47.430 --> 00:25:49.831 it even more because that messaging to the 00:25:49.843 --> 00:25:52.200 community and having an open line between 00:25:52.200 --> 00:25:55.153 the utility and them is gonna be key to making 00:25:55.165 --> 00:25:57.940 sure that customers are informed accurately 00:25:57.940 --> 00:26:00.450 about the transition. 00:26:00.475 --> 00:26:07.980 And, in terms of DDB going forward, is there any specific 00:26:07.980 --> 00:26:11.754 areas that you'd like to see them improving 00:26:11.766 --> 00:26:15.380 or changing the messaging? Or put another 00:26:15.380 --> 00:26:18.623 way, have you been able to do any data collection 00:26:18.635 --> 00:26:21.500 to determine what was the impact of the DDB 00:26:21.500 --> 00:26:30.279 outreach versus the SDG&E outreach and, were they complimentary? 00:26:30.279 --> 00:26:32.708 Was one better than the other? 00:26:32.733 --> 00:26:37.160 So there's an extensive research that's been going on 00:26:37.160 --> 00:26:39.923 with part of IPSO's study, and that data, I 00:26:39.935 --> 00:26:42.710 believe, will be available next month? Next 00:26:42.710 --> 00:26:45.673 month. So we'll be able to better understand the 00:26:45.685 --> 00:26:48.539 effectiveness about how the two work together. 00:26:48.539 --> 00:26:51.262 And how exactly would the 00:26:51.274 --> 00:26:54.440 data collected? What were they collecting? 00:26:54.440 --> 00:26:57.590 What was, they were, how did they determine, oh, 00:26:57.602 --> 00:27:00.700 this communication worked b ut this one didn't. 00:27:00.700 --> 00:27:02.053 Or how does that happen? 00:27:02.078 --> 00:27:03.891 You know, I'm actually 00:27:03.903 --> 00:27:05.380 going to defer. There's, I think, 00:27:05.380 --> 00:27:07.452 later this afternoon there's, research is on 00:27:07.464 --> 00:27:09.640 the agenda, and I think they'll get into those 00:27:09.640 --> 00:27:11.896 specific on the science behind it. 00:27:11.921 --> 00:27:13.916 All right, Thanks a lot. 00:27:13.941 --> 00:27:15.480 Thank you and to your point 00:27:15.480 --> 00:27:19.107 about the monitoring the savings, absolutely 00:27:19.119 --> 00:27:23.000 that we're doing that. Yeah, great, thank you. 00:27:23.000 --> 00:27:26.139 Hi, Melissa Kaznitz from the 00:27:26.151 --> 00:27:29.039 Center for Accessible Technology. Following 00:27:29.039 --> 00:27:32.517 up on this question about monitoring the savings. 00:27:32.529 --> 00:27:35.740 In conjunction with bill savings that certain 00:27:35.740 --> 00:27:38.013 customers are seeing, there was anticipation 00:27:38.025 --> 00:27:40.360 that there would be a shortfall in the actual 00:27:40.360 --> 00:27:50.250 revenue being collected that will need to be made up by someone. Obviously, if 00:27:50.250 --> 00:27:52.718 the savings are a result of reduced usage 00:27:52.730 --> 00:27:55.210 or more effective usage, not every dollar 00:27:55.210 --> 00:27:57.747 for dollar might need to be made up. But generally, 00:27:57.759 --> 00:28:00.160 when one customer pays less, some other customer 00:28:00.160 --> 00:28:02.797 needs to pay more, so along with collecting 00:28:02.809 --> 00:28:05.820 information on customer savings. Are you tracking 00:28:05.820 --> 00:28:08.162 the impact of the change on your revenue 00:28:08.174 --> 00:28:10.815 requirement needs and tracking any shortfall? 00:28:10.840 --> 00:28:12.480 My understanding 00:28:12.480 --> 00:28:14.790 is, yes, but I'd have to defer to our rate 00:28:14.802 --> 00:28:17.179 team on that, nut they're actively involved 00:28:17.179 --> 00:28:18.485 in all of our proceedings. So 00:28:18.510 --> 00:28:20.194 I'm quite certain, actually, 00:28:20.206 --> 00:28:21.549 I should say that someone is tracking 00:28:21.549 --> 00:28:25.145 the shortfall. Do you have any data on what the shortfall is? 00:28:25.170 --> 00:28:26.769 I do not have at this time. 00:28:26.769 --> 00:28:30.365 I'm, through this whole transition, because we, 00:28:30.377 --> 00:28:33.759 the default started in March, we need a full 00:28:33.759 --> 00:28:36.569 year of the transition to have an accurate 00:28:36.581 --> 00:28:39.600 understanding of what the total impacts would 00:28:39.600 --> 00:28:41.571 be. The things that I was shared today 00:28:41.583 --> 00:28:43.880 were simply snapshots of what we have, the 00:28:43.880 --> 00:28:47.533 data so far. But overall rate impacts will take at least a year to calculate 00:28:47.558 --> 00:28:48.751 Sure, and do 00:28:48.750 --> 00:28:51.753 you have a sense of how that's going to be reported 00:28:51.765 --> 00:28:54.259 on and when this whole group of interested 00:28:54.259 --> 00:28:57.491 stakeholders is going to get more information 00:28:57.503 --> 00:29:00.889 on any potential shortfall and what the impacts 00:29:00.889 --> 00:29:04.160 of that shortfall are going to be for rates going forward? 00:29:04.185 --> 00:29:06.100 My assumption is, so we do quarterly 00:29:06.100 --> 00:29:08.824 reporting, and my assumption is that data will 00:29:08.836 --> 00:29:11.340 be provided and those quarterly reports or 00:29:11.340 --> 00:29:14.265 at one of these hearings, like today, that 00:29:14.277 --> 00:29:17.350 we have, at least on annual quarterly basis. 00:29:17.350 --> 00:29:19.916 Thank you. And then changing subjects 00:29:19.928 --> 00:29:22.190 entirely, a completely different question concerns 00:29:22.190 --> 00:29:25.766 the high usage surcharge and your discussion of 00:29:25.778 --> 00:29:29.440 how customers have avoided paying the surcharge. 00:29:29.440 --> 00:29:33.246 And you said that you sent some information 00:29:33.258 --> 00:29:36.990 out to them about potentially still making 00:29:36.990 --> 00:29:40.226 steps, taking steps to reduce their usage. But 00:29:40.238 --> 00:29:43.279 it sounded to me like most of the customers 00:29:43.279 --> 00:29:46.126 didn't necessarily change their usage. They got 00:29:46.138 --> 00:29:48.759 lower bills based on the structural benefit 00:29:48.759 --> 00:29:53.500 of transitioning to TOU rates and away from a rate that included the high usage 00:29:53.500 --> 00:29:56.926 surcharge. Did I understand that more or less correctly? 00:29:56.951 --> 00:29:57.441 Correct. 00:29:57.466 --> 00:29:58.850 So are you out working 00:29:58.850 --> 00:30:03.099 to encourage those very high users to reduce their usage? 00:30:03.124 --> 00:30:05.590 Well, the time of use, it's still 00:30:05.590 --> 00:30:08.695 volumetric. So there still are bill impacts and 00:30:08.707 --> 00:30:11.500 there are bill impacts if they don't shift 00:30:11.500 --> 00:30:13.933 their use out of a certain time period. So 00:30:13.945 --> 00:30:16.389 there, while they're not getting penalized 00:30:16.389 --> 00:30:19.994 with that high usage charge per se, which had 00:30:20.006 --> 00:30:23.230 a, I believe was about a 10% difference, 00:30:23.230 --> 00:30:25.405 There still is a material impact that-- 00:30:25.430 --> 00:30:27.970 Right, but they saw a structural bill 00:30:27.970 --> 00:30:30.357 decrease. So if they just look at their bill, 00:30:30.369 --> 00:30:32.559 they'll say, Oh, look, I'm paying less. I 00:30:32.559 --> 00:30:35.111 must be doing fine. How are you encouraging 00:30:35.123 --> 00:30:37.570 them to say, you know you're still in the 00:30:37.570 --> 00:30:40.291 highest usage category that we have, maybe 00:30:40.303 --> 00:30:43.100 you could still do better when what they're 00:30:43.100 --> 00:30:44.642 seeing is a lower bill? 00:30:44.667 --> 00:30:47.260 So when we did our transition, 00:30:47.272 --> 00:30:49.200 we, based upon a customer's history, 00:30:49.200 --> 00:30:51.810 we were able to categorise that based upon 00:30:51.822 --> 00:30:54.200 benefiters, non benefiters, the higher 00:30:54.200 --> 00:30:58.579 uses. So those higher use customers have been 00:30:58.591 --> 00:31:02.600 communicated to as being a non-benefiter. 00:31:02.600 --> 00:31:05.674 And they still are seeing, I believe on average 00:31:05.686 --> 00:31:08.580 was about a $15 increase in their bill, so-- 00:31:08.580 --> 00:31:10.355 High use customers would 00:31:10.367 --> 00:31:11.951 almost all be benefiters structurally. 00:31:11.976 --> 00:31:13.169 If they're not shifting their 00:31:13.169 --> 00:31:15.688 use then they wouldn't necessarily be so. 00:31:15.700 --> 00:31:18.110 Through our communications, we've tried 00:31:18.110 --> 00:31:20.898 to personalize those messages, and then we've 00:31:20.910 --> 00:31:23.650 been very specific about conservation. This, 00:31:23.650 --> 00:31:26.478 there's the environmental message that's 00:31:26.490 --> 00:31:29.399 been woven into all of our communications 00:31:29.399 --> 00:31:30.988 in alignment with DDB as well. 00:31:31.013 --> 00:31:34.059 Okay, so, and again, I'm sorry, I haven't looked over your 00:31:34.059 --> 00:31:36.098 materials as closely as I should. But are 00:31:36.110 --> 00:31:38.210 you specifically tracking the usage levels 00:31:38.210 --> 00:31:41.696 of those customers who are paying the high 00:31:41.708 --> 00:31:45.450 usage surcharge? And now are being, now ????? 00:31:45.450 --> 00:31:48.026 customers, are you evaluating specifically 00:31:48.038 --> 00:31:49.844 their changed usage patterns? 00:31:49.869 --> 00:31:51.309 We are with 00:31:51.309 --> 00:31:53.451 all of our customers. And this afternoon there's, 00:31:53.463 --> 00:31:55.230 so again it goes back to needing to have 00:31:55.230 --> 00:31:58.617 12 months collective data. But this afternoon 00:31:58.629 --> 00:32:01.880 there will be information shared about that 00:32:01.880 --> 00:32:03.195 data from the pilot-- 00:32:03.220 --> 00:32:07.139 Great, and for those customers specifically within that? 00:32:07.139 --> 00:32:10.062 I don't know specifically on that 00:32:10.074 --> 00:32:12.899 deck, but we will be, there will be a conversation 00:32:12.899 --> 00:32:16.303 about from the data from the default pilot. 00:32:16.328 --> 00:32:17.928 Thank you very much. 00:32:20.353 --> 00:32:24.478 Any other questions? 00:32:24.503 --> 00:32:27.781 Okay. Thank you for your time. 00:32:55.715 --> 00:32:57.715 Good morning, everyone. My name's Andre Ramirez 00:32:57.740 --> 00:33:00.262 from the regulatory affairs group of Southern 00:33:00.274 --> 00:33:02.919 California Edison, joined here by my colleagues 00:33:02.919 --> 00:33:06.961 Brian Kopeck and Eva Molnar, who will be covering 00:33:06.973 --> 00:33:10.460 most of this for us. As far as the agenda, 00:33:10.460 --> 00:33:12.073 I'm gonna go over some of the rate impacts, 00:33:12.085 --> 00:33:13.710 then handed over to Brian, who has been our 00:33:13.710 --> 00:33:16.901 ME&O lead in this space for several years now, 00:33:16.913 --> 00:33:19.980 and then hand it over to Eva, who is leading 00:33:19.980 --> 00:33:25.274 the implementation group, including the pilot 00:33:25.286 --> 00:33:29.900 efforts as well as a CCA conversations. 00:33:29.900 --> 00:33:32.284 This is slide similar to we've been presenting 00:33:32.296 --> 00:33:34.539 over the last few years at this annual rate 00:33:34.539 --> 00:33:37.962 summit. And this is really there to look at 00:33:37.974 --> 00:33:41.409 how the tier collapse effort of rate reform 00:33:41.409 --> 00:33:49.000 over the past few years has been felt by customers. And so the way we break this 00:33:49.000 --> 00:33:51.534 up is, on the left hand side, we have basically 00:33:51.546 --> 00:33:54.039 tier one, tier two, and then the highest usage 00:33:54.039 --> 00:33:59.220 tier, the huck. And we break up customers by, the 00:33:59.232 --> 00:34:04.009 criteria to do that is based on a customer's 00:34:04.009 --> 00:34:06.823 most frequent tier over the last 12 months. If 00:34:06.835 --> 00:34:09.540 a customer was generally a Tier one customer 00:34:09.540 --> 00:34:12.978 for 7, 8 months, we bucket them in that first 00:34:12.990 --> 00:34:16.140 group. And as you can see, most customers 00:34:16.140 --> 00:34:20.219 are within the 100% to 400% of baseline, which 00:34:20.231 --> 00:34:24.060 is generally our Tier 2. And so the impacts 00:34:24.060 --> 00:34:27.368 we'll see here, again, most customers saw a 00:34:27.380 --> 00:34:30.850 slight revenue requirement increase of around 00:34:30.850 --> 00:34:34.588 3%. Lower usage customers saw about eight 00:34:34.600 --> 00:34:38.440 to nine or closer to 9% increase. A lot of 00:34:38.440 --> 00:34:40.753 that increase for Tier one was gonna be a 00:34:40.765 --> 00:34:43.090 function of the last step of rate reform, 00:34:43.090 --> 00:34:45.799 which was our last tier collapse. So many of 00:34:45.811 --> 00:34:48.350 you are probably familiar with the tiered 00:34:48.350 --> 00:34:51.339 rate structure, we had many, well, I guess, 2014 00:34:51.351 --> 00:34:54.290 time frame. That was four tiers that then began 00:34:54.290 --> 00:34:56.716 to collapse down to the two, plus the high 00:34:56.728 --> 00:34:59.110 usage charge we have today. So SCE's last 00:34:59.110 --> 00:35:07.500 step to bring those tiered rates to to the final levels was done earlier this 00:35:07.500 --> 00:35:12.896 year in January. And so about 5% of that increase, 00:35:12.908 --> 00:35:17.680 maybe a little bit less, was due to the last 00:35:17.680 --> 00:35:20.970 step of rate reform and the structure change 00:35:20.982 --> 00:35:23.770 to bring those tiers closer together. 00:35:23.770 --> 00:35:26.807 And then, of course, there was a revenue requirement 00:35:26.819 --> 00:35:29.350 increase slightly. Some of that is going to 00:35:29.350 --> 00:35:32.489 be on net just because we had revenue changes 00:35:32.501 --> 00:35:35.720 throughout the last 12 months or the 12 months 00:35:35.720 --> 00:35:39.563 preceding Summer 2019. But we also did see 00:35:39.575 --> 00:35:43.340 sales losses, some of which was from CCAs 00:35:43.340 --> 00:35:46.902 Another group was from NEM sales, losses. So 00:35:46.914 --> 00:35:50.330 on net, it felt like a revenue requirement 00:35:50.330 --> 00:35:58.653 increase to customers. Questions on that, before 00:35:58.665 --> 00:36:06.490 you look into ME&O. Excellent. Thanks. Brian? 00:36:06.490 --> 00:36:10.247 Thank you, Andre. I'm Brian 00:36:10.259 --> 00:36:14.370 Kopeck. I'm the Marketing lead for SCE. First I 00:36:14.370 --> 00:36:17.069 want to acknowledge San Diego colleagues. 00:36:17.081 --> 00:36:20.180 They've done a great job with their transition, 00:36:20.180 --> 00:36:23.695 some big shoes to fill here. That said we 00:36:23.707 --> 00:36:27.150 have or we are using a lot of their best 00:36:27.150 --> 00:36:30.352 practices and key insights from their transition 00:36:30.364 --> 00:36:33.250 in ours as well. What I've been asked to do 00:36:33.250 --> 00:36:36.444 now is share with you some of the highlights 00:36:36.456 --> 00:36:39.590 from 2019 as we are preparing our customers 00:36:39.590 --> 00:36:42.471 for their eventual transition. So to get this 00:36:42.483 --> 00:36:45.250 context, though, I want to share the entire 00:36:45.250 --> 00:36:48.006 journey that a customer would go through, 00:36:48.018 --> 00:36:51.050 right? So I think you're pretty familiar with 00:36:51.050 --> 00:36:54.022 some of these communications that will ultimately 00:36:54.034 --> 00:36:56.720 be utilized to begin that transition, right? 00:36:56.720 --> 00:37:00.662 So, similar to San Diego, we will send pre-default 00:37:00.674 --> 00:37:04.240 communications at the 90-day and 30-day mark. 00:37:04.240 --> 00:37:07.918 And this will give them a customized analysis 00:37:07.930 --> 00:37:11.300 based on their historical usage. And then 00:37:11.300 --> 00:37:14.878 once those customers are transitioned, those 00:37:14.890 --> 00:37:18.240 that opt to transition, then we will send 00:37:18.240 --> 00:37:21.968 them a welcome kit. They'll get annual or 00:37:21.980 --> 00:37:25.720 biannual newsletters, right? Testimonials 00:37:25.720 --> 00:37:30.215 from their fellow customers who are optimizing 00:37:30.227 --> 00:37:34.830 the rate. Some best practices there. We'll also 00:37:34.830 --> 00:37:37.543 be utilizing a personalized video, very similar 00:37:37.555 --> 00:37:40.280 to what San Diego is doing today, for customers 00:37:40.280 --> 00:37:42.911 as well. So there will be a lot of points in 00:37:42.923 --> 00:37:45.800 this journey, well, where we will be encouraging 00:37:45.800 --> 00:37:48.368 behavior change and continuing to educate 00:37:48.380 --> 00:37:51.390 customers. But getting back to what I originally 00:37:51.390 --> 00:37:54.118 want to talk about is what we're doing right 00:37:54.130 --> 00:37:56.930 now. What did we do in 2019 that started that 00:37:56.930 --> 00:37:59.428 educational process, right? So we've been 00:37:59.440 --> 00:38:01.950 spending a lot of time, a lot of money in 00:38:01.950 --> 00:38:04.771 creating a communications campaign. We're 00:38:04.783 --> 00:38:08.020 utilizing a variety of communications channels, 00:38:08.020 --> 00:38:11.070 so we have radio, we have digital ads. We 00:38:11.082 --> 00:38:14.290 have our own social media that we're using. 00:38:14.290 --> 00:38:17.601 So and this is all kinds of communications 00:38:17.613 --> 00:38:21.090 that are talking about the rate options that 00:38:21.090 --> 00:38:23.120 residential customers have, right? We know 00:38:23.132 --> 00:38:25.221 that time of use isn't for everybody. There 00:38:25.221 --> 00:38:27.557 are some customers who aren't gonna be able 00:38:27.569 --> 00:38:29.970 to make the behavior changes to optimize the 00:38:29.970 --> 00:38:32.839 time of use rate. We want them to know at 00:38:32.851 --> 00:38:35.800 the time of transition, what rate is their 00:38:35.800 --> 00:38:38.475 best rate? We'd rather not have any surprises with 00:38:38.487 --> 00:38:40.910 customers. And so that is why we're investing 00:38:40.910 --> 00:38:44.230 so much money today in educating those customers. 00:38:44.242 --> 00:38:47.240 So those ads that I was talking about are in 00:38:47.240 --> 00:38:50.738 a variety of different languages, we've garnered 00:38:50.750 --> 00:38:53.830 717 million impression. So that's a lot of 00:38:53.830 --> 00:38:56.700 eyeballs that we were able to reach. This 00:38:56.712 --> 00:38:59.800 campaign is tied to some of the metrics that 00:38:59.800 --> 00:39:07.900 we're working and tracking on a biannual basis. Similarly to what Bryce was 00:39:07.900 --> 00:39:11.141 talking about in San Diego, we have a very 00:39:11.153 --> 00:39:14.330 robust group of community based and faith 00:39:14.330 --> 00:39:18.072 based organizations in our territory. There are 00:39:18.084 --> 00:39:21.760 about 1600 that we work with in one way, shape 00:39:21.760 --> 00:39:25.849 or form. And so we have made a concerted effort 00:39:25.861 --> 00:39:29.450 to try to put our arms around those CBO's 00:39:29.450 --> 00:39:32.397 and have a very, we're creating a very systematic 00:39:32.409 --> 00:39:35.190 means of communicating with them. My colleague 00:39:35.190 --> 00:39:37.592 Alex, who is here today, is working very closely 00:39:37.604 --> 00:39:39.870 with them. We have a newsletter, and in fact, 00:39:39.870 --> 00:39:42.595 it's on the table on your way out, a newsletter 00:39:42.607 --> 00:39:45.230 that talks about time of use, talks about all 00:39:45.230 --> 00:39:47.641 the rate options that customers have available 00:39:47.653 --> 00:39:50.180 to them. So not only are we hitting them through 00:39:50.180 --> 00:39:53.019 media and through press, but we're also reaching 00:39:53.031 --> 00:39:55.940 them through these community based organizations. 00:39:55.940 --> 00:39:58.738 These organizations that already have some 00:39:58.750 --> 00:40:01.690 credibility with their constituents. So that 00:40:01.690 --> 00:40:05.622 is particularly targeting critical audience 00:40:05.634 --> 00:40:09.220 segments, seniors, low income, folks of 00:40:09.220 --> 00:40:12.776 that nature. Also, we're doing a lot of proactive 00:40:12.788 --> 00:40:16.000 migration of customers to time of use today. 00:40:16.000 --> 00:40:25.090 Rather than transitioning them, in the future, we'd like them to actively 00:40:25.090 --> 00:40:27.584 raise their hand to migrate onto a time of 00:40:27.596 --> 00:40:30.160 use today, especially if it's gonna benefit 00:40:30.160 --> 00:40:33.361 them. And then obviously from that, those 00:40:33.373 --> 00:40:36.740 customers who are able to optimize the rate 00:40:36.740 --> 00:40:43.030 they're our best advocates. So there's a lot of activity in market today. Again, 00:40:43.030 --> 00:40:45.616 we we want to make sure those customers are 00:40:45.628 --> 00:40:47.930 educated so they're not surprised, and 00:40:47.930 --> 00:40:52.367 they have the means of, and education to make a 00:40:52.379 --> 00:40:56.920 decision when they're faced with the transition. 00:40:56.920 --> 00:41:01.689 As I mentioned. So we're proactively migrating 00:41:01.701 --> 00:41:06.380 customers to time of use. So we're doing that 00:41:06.380 --> 00:41:08.873 through the ad campaign that I mentioned already. 00:41:08.885 --> 00:41:10.990 We're also doing that through some direct 00:41:10.990 --> 00:41:13.822 mail, we're sending direct mail and email to 00:41:13.834 --> 00:41:17.120 customers that we have identified that will benefit 00:41:17.120 --> 00:41:19.745 from time of use. We're doing that today. 00:41:19.757 --> 00:41:22.520 Through community based organizations, we're 00:41:22.520 --> 00:41:27.096 also out there working with these organizations 00:41:27.108 --> 00:41:31.410 and asking when they have a brown bag lunch, 00:41:31.410 --> 00:41:33.638 for instance, having their constituents come 00:41:33.650 --> 00:41:35.791 in and bring their bill with them, so that 00:41:35.791 --> 00:41:38.664 we can actually sit down with them and have 00:41:38.676 --> 00:41:41.430 a conversation and drive them to the tool 00:41:41.430 --> 00:41:44.219 to see what rate might be best for them. 00:41:44.231 --> 00:41:47.100 So that is taking place as well. Also, at 00:41:47.100 --> 00:41:50.322 turn on and transfer, we're encouraging 00:41:50.334 --> 00:41:53.900 customers who who may benefit from a time 00:41:53.900 --> 00:41:56.264 of use, whether they have an electric vehicle, 00:41:56.276 --> 00:41:58.450 things of that nature, whether the time of 00:41:58.450 --> 00:42:00.691 use rate might be right for them. So we're 00:42:00.703 --> 00:42:03.060 having those conversations as well. And then 00:42:03.060 --> 00:42:06.077 finally, there's a pilot taking place currently, 00:42:06.089 --> 00:42:08.870 a smart speaker pilot, very small right now, 00:42:08.870 --> 00:42:12.121 but it should garner some really good insight 00:42:12.133 --> 00:42:14.900 with customers. And so these are, this 00:42:14.900 --> 00:42:17.950 is an interface with their smart speaker, 00:42:17.962 --> 00:42:21.170 where a customer who's a part of this pilot 00:42:21.170 --> 00:42:24.474 can actually ask their Alexa or whatever brand 00:42:24.486 --> 00:42:27.450 of speaker it is that is participating in 00:42:27.450 --> 00:42:29.606 the pilot, how much they're spending on a 00:42:29.618 --> 00:42:31.890 particular appliance over the course of the 00:42:31.890 --> 00:42:34.778 last week or how many kilowatts have they 00:42:34.790 --> 00:42:37.621 used from that particular appliance that 00:42:37.621 --> 00:42:46.170 is, that the speaker is interfaced with, right? So that is taking place as well, 00:42:46.170 --> 00:42:50.186 and so were encouraged to see what sort of 00:42:50.198 --> 00:42:54.320 results come from that pilot. Lastly, here, 00:42:54.320 --> 00:42:57.561 I want to mention the coordination and the 00:42:57.573 --> 00:43:00.750 integration among our proceedings. From a 00:43:00.750 --> 00:43:03.537 marketing perspective, I'm really looking 00:43:03.549 --> 00:43:06.481 at what the customer is seeing, right? So I 00:43:06.481 --> 00:43:09.243 don't want to be out there just talking about 00:43:09.255 --> 00:43:12.090 rates, especially when there are so many other 00:43:12.090 --> 00:43:14.782 proceedings in motion, other sorts of programs 00:43:14.794 --> 00:43:17.440 that we should be promoting to them. And from 00:43:17.440 --> 00:43:19.558 a consumer's point of view, these programs 00:43:19.570 --> 00:43:21.650 are important to them. When we're talking 00:43:21.650 --> 00:43:24.178 about rates, it's important for those customers 00:43:24.190 --> 00:43:26.730 who are eligible for CARE or FERA, that they're 00:43:26.730 --> 00:43:28.844 part of the program, especially in those hot 00:43:28.856 --> 00:43:31.030 climate zones. We also want to make sure that 00:43:31.030 --> 00:43:33.901 those customers are aware of medical baseline 00:43:33.913 --> 00:43:36.670 and other kinds of assistance programs that 00:43:36.670 --> 00:43:39.598 they have or may be eligible for. So I'm not 00:43:39.610 --> 00:43:42.420 going to go through each one of these. But 00:43:42.420 --> 00:43:44.864 I just want to share with you that integration is 00:43:44.876 --> 00:43:47.430 taking place through a lot of these communications. 00:43:47.430 --> 00:43:49.063 And if you look at the newsletter, if you 00:43:49.075 --> 00:43:50.760 take a newsletter that I mentioned earlier 00:43:50.760 --> 00:43:53.848 on your way out, you'll see the integration 00:43:53.860 --> 00:43:56.960 of all those various programs for customers 00:43:56.960 --> 00:43:58.672 in that particular communication. So at 00:43:58.684 --> 00:44:00.630 this point, I'm gonna turn it over to Eva. 00:44:07.300 --> 00:44:14.240 Thank you, Brian. Hi. My name's Eva Molnar, and I want to provide 00:44:14.270 --> 00:44:21.520 an update on the TOU, the TOU default pilot. Some of you may recall we started 00:44:21.520 --> 00:44:25.098 with 400,000 customers that we had targeted for 00:44:25.110 --> 00:44:28.400 Time of Usse Default pilot back in December 00:44:28.400 --> 00:44:32.069 of 2017. We actually wound up defaulting about 00:44:32.081 --> 00:44:35.370 310,000 customers to that pilot, and then 00:44:35.370 --> 00:44:37.562 currently, today, we have about 250,000 00:44:37.574 --> 00:44:40.060 customers still in the pilot. So since the 00:44:40.060 --> 00:44:42.986 point of default, we've had about 3% of customers 00:44:42.998 --> 00:44:45.700 opt out. About 1\/3 of those were before they 00:44:45.700 --> 00:44:48.543 received their bill protection, and about 00:44:48.555 --> 00:44:51.070 2\/3 were after that point that they 00:44:51.070 --> 00:44:52.832 opted out. But the general message here is 00:44:52.844 --> 00:44:54.700 that most of the customers are still staying 00:44:54.700 --> 00:45:03.360 on time of use, which is good news. The next thing I want to do is just provide 00:45:03.360 --> 00:45:05.687 an update on bill protection. So at this point, 00:45:05.699 --> 00:45:07.941 all of our customers have received their bill 00:45:07.941 --> 00:45:12.054 protection amount and their bill protection 00:45:12.066 --> 00:45:15.160 letter. So everyone's made whole 00:45:15.160 --> 00:45:17.518 at this point. The good news is we have just 00:45:17.530 --> 00:45:19.900 a little under half of our customers receive 00:45:19.900 --> 00:45:22.359 a savings on time of use. You know, there 00:45:22.371 --> 00:45:24.960 was a question earlier of overall, How much 00:45:24.960 --> 00:45:27.383 savings have we had? When you net out, when 00:45:27.395 --> 00:45:29.940 you net the credits and the savings together, 00:45:29.940 --> 00:45:33.691 it's about $1.1 million that customers have saved 00:45:33.703 --> 00:45:37.090 on time of use as netted out. Total savings, 00:45:37.090 --> 00:45:42.030 I think it's a little over $8 million. We did see that our NEM customers were 00:45:42.030 --> 00:45:46.037 not, mostly not benefiting on time of use. 00:45:46.049 --> 00:45:49.600 The large majority didn't benefit. So 00:45:49.600 --> 00:45:53.480 that's another learning that we had. And then we have also conducted an end 00:45:53.480 --> 00:45:56.265 of pilot survey to better understand bill 00:45:56.277 --> 00:45:59.540 protection. We did see that awareness increased, 00:45:59.540 --> 00:46:01.420 and we did hear from our customers that they 00:46:01.432 --> 00:46:03.240 like more updates on their bill protection 00:46:03.240 --> 00:46:05.789 amounts. Next, I want to just briefly mention 00:46:05.801 --> 00:46:08.250 load impacts. I know we're gonna talk about 00:46:08.250 --> 00:46:10.684 those later today. So I'm the spoiler alert. 00:46:10.696 --> 00:46:13.250 But we did see a load shift with our customers 00:46:13.250 --> 00:46:15.550 for both rates. We saw that a little bit 00:46:15.562 --> 00:46:18.100 more pronounced on the 5 to 8 PM rate, which 00:46:18.100 --> 00:46:20.356 makes sense. The differentials between peak and 00:46:20.368 --> 00:46:22.400 off peak are greater there. So that's kind 00:46:22.400 --> 00:46:24.364 of what we had expected to see. But that's 00:46:24.376 --> 00:46:26.490 good news to me. That's why we're here, doing 00:46:26.490 --> 00:46:29.012 time of use is to provide our customers with 00:46:29.024 --> 00:46:31.390 rate options and help move us towards our 00:46:31.390 --> 00:46:36.104 goals in California of helping with GHG emissions. 00:46:36.116 --> 00:46:40.101 So this is a positive result. Next, I want 00:46:40.101 --> 00:46:42.085 to provide an overall overview of time of 00:46:42.097 --> 00:46:44.140 use and where we stand. We've got a little 00:46:44.140 --> 00:46:49.760 bit over 450,000 customers on time of use, and that number's holding study. 00:46:49.760 --> 00:46:52.403 What we do see is the largest, most rapidly 00:46:52.415 --> 00:46:54.950 growing rate we have right now is what we 00:46:54.950 --> 00:46:57.601 call her TOUD prime rate. That's for customers 00:46:57.613 --> 00:47:00.220 who have a qualifying technology, which could 00:47:00.220 --> 00:47:08.210 be an electric vehicle, battery storage, or electric heat pump, so that's been 00:47:08.210 --> 00:47:10.393 our largest growing, that's been our largest 00:47:10.405 --> 00:47:12.600 growing rate. We're getting about a thousand 00:47:12.600 --> 00:47:15.164 new customers a month onto those rates. The 00:47:15.176 --> 00:47:17.870 large majority or electric vehicle customers. 00:47:17.870 --> 00:47:21.193 That's probably about 85% of our, 85% of who are 00:47:21.205 --> 00:47:24.200 enrolling are who have an electric vehicle. 00:47:24.200 --> 00:47:27.077 So we continue to see that grow. We have 00:47:27.089 --> 00:47:30.260 been doing some acquisition campaigns. So we 00:47:30.260 --> 00:47:32.774 just recently in October did an acquisition 00:47:32.786 --> 00:47:35.140 campaign for TOUD prime. It was actually 00:47:35.140 --> 00:47:38.959 interesting. We used data, interval data to 00:47:38.971 --> 00:47:42.540 disaggregate and identify what customers 00:47:42.540 --> 00:47:45.926 had electric vehicles. We got a really positive 00:47:45.938 --> 00:47:48.840 result from that, we go 7% take rate for 00:47:48.840 --> 00:47:51.722 enrollments, and then we're gonna continue 00:47:51.734 --> 00:47:54.560 with that campaign next year as well, and 00:47:54.560 --> 00:47:57.156 then, we also, just this week, did a TOU 00:47:57.168 --> 00:48:00.030 benefiter acquisition campaign to customers. 00:48:00.030 --> 00:48:02.133 So we're looking forward to seeing the results 00:48:02.145 --> 00:48:04.080 of that. And we're hoping to continue that 00:48:04.080 --> 00:48:06.373 as well through next year. We're actually 00:48:06.385 --> 00:48:08.910 doing, we're gonna actually be targeting some 00:48:08.910 --> 00:48:11.592 customers who are on the borderline of saving 00:48:11.604 --> 00:48:14.240 and not saving, and saying, just, if you can 00:48:14.240 --> 00:48:17.573 take just a few easy steps to change your 00:48:17.585 --> 00:48:20.930 behavior, then you could potentially save 00:48:20.930 --> 00:48:24.019 money on time of use. So we're going to be 00:48:24.031 --> 00:48:27.420 testing out the effectiveness of that as well. 00:48:27.420 --> 00:48:30.288 Next, I want to provide an update on our CCAs. 00:48:30.300 --> 00:48:32.690 I will be speaking later on today about 00:48:32.690 --> 00:48:35.647 our overall time of use transition and some 00:48:35.659 --> 00:48:38.560 of the potential impacts that we have from 00:48:38.560 --> 00:48:41.001 our billing system replacements. But I'll 00:48:41.013 --> 00:48:43.700 talk, right now, I'll focus on CCA customers. 00:48:43.700 --> 00:48:50.670 So there, we're planning on defaulting them in Q4 2021 as well as Q1 of 2022. 00:48:50.670 --> 00:48:52.792 This really isn't a change like the billing 00:48:52.804 --> 00:48:54.890 system isn't changing our schedule for the 00:48:54.890 --> 00:48:58.084 CCA customers. So this is still staying 00:48:58.096 --> 00:49:01.960 consistent with our original plan. We're not, 00:49:01.960 --> 00:49:04.993 because we still have some time before CCA 00:49:05.005 --> 00:49:07.980 customers move over to time of use, we're 00:49:07.980 --> 00:49:13.970 asking that the CCAs give us the final answer by Q3 of 2020. So far, we've been 00:49:13.970 --> 00:49:16.833 working with two of our major CCA entities. 00:49:16.845 --> 00:49:19.590 One is Clean Power Alliance. They've said 00:49:19.590 --> 00:49:22.542 they haven't made a final decision yet, but 00:49:22.554 --> 00:49:25.450 they do intend to mimic our rates, default 00:49:25.450 --> 00:49:31.200 their customers to these rates and offer bill protection. We've also talked with 00:49:31.200 --> 00:49:34.157 Cal Choice, CCEA is what they're called 00:49:34.169 --> 00:49:37.670 CalChoice Energy Authority, and they haven't 00:49:37.670 --> 00:49:40.392 made a final decision either. They're hoping 00:49:40.404 --> 00:49:43.260 to make one in Q1 of 2020. They're considering 00:49:43.260 --> 00:49:45.394 offering the time of use rates, but at this 00:49:45.406 --> 00:49:47.650 point in time, they're not looking to default 00:49:47.650 --> 00:49:50.373 customers to those rates, primarily because 00:49:50.385 --> 00:49:53.120 what they saw from the pilot was that a lot 00:49:53.120 --> 00:49:59.020 of customers in hot zones don't benefit from time of use. So they're looking 00:49:59.020 --> 00:50:02.630 more towards just having the rates and not 00:50:02.642 --> 00:50:06.180 defaulting customers to them. And I think 00:50:06.180 --> 00:50:11.740 that is it for update. Any questions? 00:50:21.640 --> 00:50:25.369 Okay, so I'll read it out. It was referenced that 00:50:25.381 --> 00:50:29.570 multiple languages English, Spanish and Asian languages 00:50:29.570 --> 00:50:32.635 are used in the ad campaign. Is this the same 00:50:32.647 --> 00:50:35.590 for the notifications? What are more of the 00:50:35.590 --> 00:50:37.969 details around this? And then just, you know, 00:50:37.981 --> 00:50:40.320 the second one is outbound call for extreme 00:50:40.320 --> 00:50:43.360 non-benefiter, are how extreme non-benefiters defined? 00:50:43.385 --> 00:50:45.460 So I'm not sure what the notification. 00:50:45.460 --> 00:50:49.567 I'm not sure what they mean by notifications. 00:50:49.579 --> 00:50:53.430 Oh, yeah. So I'm not sure what is meant by 00:50:53.430 --> 00:50:55.877 notifications. What I will say that, a 00:50:55.889 --> 00:50:58.930 majority of our ME&O that goes to customer is 00:50:58.930 --> 00:51:02.638 in a variety of languages. Notifications, 00:51:02.650 --> 00:51:06.281 like a bill even, the Huck letter, those 00:51:06.281 --> 00:51:09.376 are in, those are English-only communications. 00:51:09.388 --> 00:51:12.230 So if that's the notification, the kind of 00:51:12.230 --> 00:51:18.720 notification that you're speaking of, that would be that. Okay, so, yeah. 00:51:18.720 --> 00:51:22.172 All right. And so, for notifications, for 00:51:22.184 --> 00:51:25.730 pre default, the communications will be in 00:51:25.730 --> 00:51:28.723 English and in Spanish. So one side English 00:51:28.735 --> 00:51:31.740 and one side Spanish. Okay, Good. Good. And 00:51:31.740 --> 00:51:34.096 then, finally, the other question was with 00:51:34.108 --> 00:51:36.310 regard to extreme non-benefiters. Yeah. 00:51:36.310 --> 00:51:42.128 Those who don't benefit by $150 annually. (inaudible 00:51:42.140 --> 00:51:47.640 from off-mic) Yeah. So $150 or 10% annually would 00:51:47.640 --> 00:51:51.945 be the definition of extreme non-benefiter. 00:51:51.970 --> 00:51:56.250 I just have a quick question about a very 00:51:56.250 --> 00:52:00.363 small part of the presentation. The Smart 00:52:00.375 --> 00:52:05.090 Speaker Pilot? Where is the load disaggregation 00:52:05.090 --> 00:52:06.752 data for that pilot coming? If a speaker 00:52:06.764 --> 00:52:08.520 could tell you how much you're spending on 00:52:08.520 --> 00:52:10.168 one particular. 00:52:10.193 --> 00:52:12.692 Yeah, so they're they're provided 00:52:12.704 --> 00:52:15.111 with smart plugs. So the smart, they can say, 00:52:15.110 --> 00:52:18.752 how much is my refrigerator? And because they have a 00:52:18.764 --> 00:52:22.350 smart plug on it, then that's able to disaggregate. 00:52:22.350 --> 00:52:24.003 Thank you. 00:52:25.427 --> 00:52:33.150 Any other questions? Okay, great, thank you very much. 00:52:59.605 --> 00:53:02.824 Alright. Good morning. My name is Jenna 00:53:02.836 --> 00:53:05.655 Olson. I'm the principal for TOU Implementation 00:53:05.680 --> 00:53:08.199 with PG&E. I'll present, be presenting to you today 00:53:08.211 --> 00:53:10.790 with Erica Wasman from our solutions marketing team. 00:53:21.290 --> 00:53:25.315 So first I'll walk you through what we 00:53:25.340 --> 00:53:28.804 will be telling you about today. We'll start 00:53:28.816 --> 00:53:32.060 with the summer 2019 rate impact summary. 00:53:32.060 --> 00:53:35.757 Then I will turn it over to Erica to review 00:53:35.769 --> 00:53:39.310 our customer outreach over the past year. 00:53:39.310 --> 00:53:42.029 Then I'll review the latest wave of our goal 00:53:42.041 --> 00:53:44.590 metrics study. Describe coordination with 00:53:44.590 --> 00:53:48.616 other proceedings. Review PG&E's TOU Transition 00:53:48.628 --> 00:53:51.740 Implementation Plan. Some highlights 00:53:51.740 --> 00:53:54.807 from the TOU default pilot, and then provide an 00:53:54.819 --> 00:53:58.090 update on CCA participation in the TOU transition. 00:53:58.090 --> 00:54:08.920 So here you can see the summer rate impacts for 2019. This is very similar 00:54:08.920 --> 00:54:12.546 slide to what Andre from Edison shared with 00:54:12.558 --> 00:54:16.030 you just a few moments ago. I can quickly 00:54:16.030 --> 00:54:19.437 just take you through the percent change for 00:54:19.449 --> 00:54:22.640 customers, non-CARE customers in Tier One 00:54:22.640 --> 00:54:26.916 saw changes in their average monthly bill of 00:54:26.928 --> 00:54:30.930 about 3%. Tier 2 saw a reduction actually 00:54:30.930 --> 00:54:35.038 of 1%. And those customers who incurred the 00:54:35.050 --> 00:54:39.170 high usage surcharge saw an increase of 1%, 00:54:39.170 --> 00:54:43.413 For Care customers in Tier 1, they saw an 00:54:43.425 --> 00:54:47.680 increase of 6%, in Tier 2 saw an increase 00:54:47.680 --> 00:54:53.013 of 1%, and those incurring the high usage surcharge 00:54:53.025 --> 00:54:57.650 likewise saw an increase of 1%. For the last 00:54:57.650 --> 00:55:01.759 four plus years, PG&E has been conducting 00:55:01.771 --> 00:55:05.500 outreach to help customers understand 00:55:05.500 --> 00:55:09.546 the high usage surcharge as well as understand 00:55:09.558 --> 00:55:13.530 more about how to take action to reduce these 00:55:13.530 --> 00:55:15.403 summer bill increases. And I'm gonna turn 00:55:15.415 --> 00:55:17.300 it over to Erica now to tell you a little 00:55:17.300 --> 00:55:23.463 bit more about what we did in 2019. 00:55:23.488 --> 00:55:33.500 Good morning, everyone Okay, so on the topic of summer, 00:55:33.500 --> 00:55:36.998 I think this is our fifth annual summer 00:55:37.010 --> 00:55:41.150 campaign to customers who we have forecasted 00:55:41.150 --> 00:55:44.297 may have higher bill impacts during the summer 00:55:44.309 --> 00:55:47.131 season, higher bills and higher usage. So 00:55:47.131 --> 00:55:50.842 we aim to encourage them to really think about 00:55:50.854 --> 00:55:54.340 energy use and to engage with our programs. 00:55:54.340 --> 00:55:57.265 So, like Brian was just telling us about, a 00:55:57.277 --> 00:56:00.080 lot of our outreach is highly integrated, 00:56:00.080 --> 00:56:02.340 and we like to bring in different programs 00:56:02.352 --> 00:56:04.730 that we want them to engage with in addition 00:56:04.730 --> 00:56:09.575 to summer tips. So it's kind of an all encompassing 00:56:09.587 --> 00:56:14.070 communication. So we had two outreach via email 00:56:14.070 --> 00:56:20.390 to these nearly one million customers in hot climate zones. And you can see 00:56:20.390 --> 00:56:23.154 from our example here. Or maybe if you can't, 00:56:23.166 --> 00:56:25.580 don't have that great of eyesight. Some 00:56:25.580 --> 00:56:29.899 of the programs we are offering here include 00:56:29.911 --> 00:56:34.050 home energy check up, and then also really 00:56:34.050 --> 00:56:36.856 promoting rate plan options to make sure 00:56:36.868 --> 00:56:40.030 customers start thinking about what rate plan 00:56:40.030 --> 00:56:43.238 might be right for them. In addition, we have 00:56:43.250 --> 00:56:46.470 digital search and display, and this campaign 00:56:46.470 --> 00:56:49.670 ran July through September. So really starting 00:56:49.682 --> 00:56:52.620 to precision target those customers in hot 00:56:52.620 --> 00:56:56.083 climate zip codes and being able to retarget 00:56:56.095 --> 00:56:59.570 them to get them to engage and click through 00:56:59.570 --> 00:57:02.834 to various programs on our website. And then 00:57:02.846 --> 00:57:06.050 finally, Aiming at the low income audience, 00:57:06.050 --> 00:57:11.673 we added a buck slip to care and ESA mailers 00:57:11.685 --> 00:57:17.070 both in June and August. And additionally, 00:57:17.070 --> 00:57:19.906 this summer, we also did a specific TOU 00:57:19.918 --> 00:57:23.350 summer outreach email, so these are customers 00:57:23.350 --> 00:57:32.570 on our three TOU rates. And, again, this was a communication to reinforce 00:57:32.570 --> 00:57:35.870 aspects of the rate like peak hours and specific 00:57:35.882 --> 00:57:38.720 things they can do during summer when the 00:57:38.720 --> 00:57:43.312 rate is higher, as well as promoting other 00:57:43.324 --> 00:57:47.500 cost saving programs that PG&E offers. 00:57:47.500 --> 00:57:51.032 So if you happen to be in the initial million 00:57:51.044 --> 00:57:54.280 customer pool from the previous campaign, 00:57:54.280 --> 00:58:01.760 and you were also a TOU customer, you got both communications. So definitely a 00:58:01.760 --> 00:58:05.251 double serve up there. And then, the tactics 00:58:05.263 --> 00:58:08.610 and timing included on email send in June. 00:58:08.610 --> 00:58:12.483 And then we also retargeted any customers that 00:58:12.495 --> 00:58:16.050 did not open on the first email. We resent 00:58:16.050 --> 00:58:21.380 them the email later in the summer. So in 00:58:21.392 --> 00:58:26.480 2019 another thing we did was we really 00:58:26.480 --> 00:58:30.530 ramped up our communications for promoting 00:58:30.542 --> 00:58:34.510 rate options. And this is a bit of an eye 00:58:34.510 --> 00:58:37.958 chart as well. But we really wanted to communicate 00:58:37.970 --> 00:58:40.820 just how many various integrated channels 00:58:40.820 --> 00:58:44.110 we were using to communicate with customers 00:58:44.122 --> 00:58:47.500 about rate plan options and making their own 00:58:47.500 --> 00:58:51.126 rate choices. Because we do find that customers 00:58:51.138 --> 00:58:54.700 really do feel good about having these choices 00:58:54.700 --> 00:58:57.217 once they know they're available. And with 00:58:57.229 --> 00:58:59.700 repeat communications, we can get them to 00:58:59.700 --> 00:59:03.613 engage and also, start to think about 00:59:03.625 --> 00:59:08.610 possibly changing their rate and going online 00:59:08.610 --> 00:59:12.720 to take a personalized rate plan comparison. 00:59:12.732 --> 00:59:16.030 So some of the highlights from this 00:59:16.030 --> 00:59:20.703 effort, which reached, which garnered more 00:59:20.715 --> 00:59:25.400 than 50 million impressions, included some 00:59:25.400 --> 00:59:29.356 more sophisticated tactics, like a minute 00:59:29.368 --> 00:59:33.431 long pre-roll video, which took a customer 00:59:33.431 --> 00:59:37.231 along the journey of engaging with rate plan 00:59:37.243 --> 00:59:40.970 choices and going through on the website to 00:59:40.970 --> 00:59:43.700 see what their personalized rate comparison 00:59:43.712 --> 00:59:46.330 might look like. Because it is a pre-roll 00:59:46.330 --> 00:59:49.800 campaign customers view this type of video 00:59:49.812 --> 00:59:52.970 on YouTube type properties before they 00:59:52.970 --> 00:59:56.030 get to the actual video they want to see, 00:59:56.042 --> 00:59:59.040 and we have very high engagement on this 00:59:59.040 --> 01:00:02.858 particular effort, and I think it was because 01:00:02.870 --> 01:00:06.200 we are definitely telling this customer 01:00:06.200 --> 01:00:08.652 in most cases, something they didn't know 01:00:08.664 --> 01:00:11.070 about before. Kind of like those cooking 01:00:11.070 --> 01:00:14.053 videos you've seen online. You kind of watch 01:00:14.065 --> 01:00:17.060 them to learn. And this was done in the same 01:00:17.060 --> 01:00:20.435 type of fashion. So we did get, like, a high 01:00:20.447 --> 01:00:24.060 number of click through rates on that campaign, 01:00:24.060 --> 01:00:26.905 which you wouldn't always necessarily see from a 01:00:26.917 --> 01:00:29.600 pre-roll video. And then some more pedestrian 01:00:29.600 --> 01:00:32.683 things. But they actually there are very high 01:00:32.695 --> 01:00:35.520 engagement, such as outer bill messaging, 01:00:35.520 --> 01:00:40.213 as well as a frequent inclusion in our monthly 01:00:40.225 --> 01:00:44.530 newsletter for customers that goes to more 01:00:44.530 --> 01:00:48.388 than 4.5 million customers every month. So 01:00:48.400 --> 01:00:52.540 lots of opportunities for continued rate plan 01:00:52.540 --> 01:00:57.393 choice messaging in various channels here. 01:00:57.405 --> 01:01:02.270 And another highlight is we had a big push 01:01:02.270 --> 01:01:05.876 for CARE FERA acquisition and retention. So 01:01:05.888 --> 01:01:09.260 we had an email and direct mail campaign 01:01:09.260 --> 01:01:13.019 acquisition specifically targeting customers 01:01:13.031 --> 01:01:16.300 that haven't signed up yet in July that 01:01:16.300 --> 01:01:20.211 targeted nearly 400,000 customers. A FERA 01:01:20.223 --> 01:01:24.520 retention and recertification email push from 01:01:24.520 --> 01:01:27.940 July through September. We also did a 01:01:27.952 --> 01:01:31.940 targeted bill inserts based on propensity 01:01:31.940 --> 01:01:36.376 model scoring in August to CARE customers as 01:01:36.388 --> 01:01:40.540 well as a larger drop in September to all 01:01:40.540 --> 01:01:44.167 residential customers already not enrolled 01:01:44.179 --> 01:01:47.480 in CARE. Excuse me. We also did a FERA 01:01:47.480 --> 01:01:51.436 digital campaign. This was a paid search Google 01:01:51.448 --> 01:01:54.920 sponsored placements and display ads, and 01:01:54.920 --> 01:01:59.093 this was territory wide from July through 01:01:59.105 --> 01:02:03.190 September. And then we did a door hangar 01:02:03.190 --> 01:02:06.930 to 2.5 million households and hard to reach 01:02:06.942 --> 01:02:10.950 areas and hard to reaches zip codes. And then, 01:02:10.950 --> 01:02:14.157 finally, a radio campaign in September, this was 01:02:14.169 --> 01:02:17.060 a 60 second radio spot campaign, along with 01:02:17.060 --> 01:02:20.449 traffic sponsorships in targeted geography 01:02:20.461 --> 01:02:24.021 areas with high, low income propensity, like 01:02:24.021 --> 01:02:27.686 Bakersfield, the Central Valley area, Salinas, 01:02:27.698 --> 01:02:30.670 Monterey, Fresno and Merced DMAs. And 01:02:30.670 --> 01:02:37.880 then finally a digital radio campaign on Pandora, where we can precision target 01:02:37.880 --> 01:02:43.303 zip codes with targeted spots that are represented 01:02:43.315 --> 01:02:48.110 by CARE in high poverty and rural zip codes. 01:02:48.110 --> 01:02:51.587 So now we'll switch it back over to Jenna. 01:02:51.599 --> 01:02:55.170 She's going to talk about our CBO strategy. 01:02:55.170 --> 01:02:58.501 Thanks, Erica. So you can see that in 01:02:58.513 --> 01:03:01.920 addition to all of the outreach that Erica described, 01:03:01.920 --> 01:03:04.657 PG&E engaged with community partners to 01:03:04.669 --> 01:03:07.770 conduct a wide range of community outreach 01:03:07.770 --> 01:03:12.050 in 2019 to reach critical customer groups with 01:03:12.062 --> 01:03:16.080 more than 160 community events that reached 01:03:16.080 --> 01:03:20.326 315,000 people in 230 different cities. And 01:03:20.338 --> 01:03:24.500 we have a couple of examples here. The San 01:03:24.500 --> 01:03:27.989 Joaquin County Fair, the Yuba Colusa Resource 01:03:28.001 --> 01:03:31.350 Fair, Catholic Charities Food Pantry Event. 01:03:31.350 --> 01:03:35.000 In addition, we did some specialized multicultural 01:03:35.012 --> 01:03:38.100 outreach with over 25 events to reach more 01:03:38.100 --> 01:03:42.226 than 30,000 customers, supported in five different 01:03:42.238 --> 01:03:45.890 languages in 10 different cities. And again, 01:03:45.890 --> 01:03:53.520 a few examples the Sing Tao Expo, Cinco de Mayo Festival in Fresno, Ganesh Utsav 01:03:53.520 --> 01:03:57.110 Festival, and Self Help for Longevity 01:03:57.122 --> 01:04:01.600 Walkathon. Finally, PG&E worked with the nine 01:04:01.600 --> 01:04:05.024 different organizations. We conducted a CBO 01:04:05.036 --> 01:04:08.081 pilot. These organizations put on more 01:04:08.081 --> 01:04:12.416 than 150 events, 59 workshops to reach over 01:04:12.428 --> 01:04:17.170 10,000 people, again, supporting five different 01:04:17.170 --> 01:04:19.766 languages in in 11 different counties. And you 01:04:19.778 --> 01:04:22.330 can read for yourselves some of the different 01:04:22.330 --> 01:04:25.661 tactics that they used. In all of these areas, 01:04:25.673 --> 01:04:28.660 we looked to provide integrated messaging 01:04:28.660 --> 01:04:31.930 on the topics and programs that are of interest 01:04:31.942 --> 01:04:34.950 to the critical customer groups, including, 01:04:34.950 --> 01:04:38.013 of course, rate plans, rate options, energy 01:04:38.025 --> 01:04:41.030 savings tips, medical baseline, CARE, FERA 01:04:41.030 --> 01:04:44.644 Energy Savings Assistance Program, emergency 01:04:44.656 --> 01:04:48.120 preparedness, as well as information about 01:04:48.120 --> 01:04:51.708 agencies who can help customers who are having 01:04:51.720 --> 01:04:55.090 trouble paying their bills. We trained more 01:04:55.090 --> 01:04:59.056 than 200 community based organizations, specifically 01:04:59.068 --> 01:05:02.670 on rate plans and rate plan options, and intend 01:05:02.670 --> 01:05:06.654 to really intensify this, all of this effort 01:05:06.666 --> 01:05:10.041 as we move into 2020 and the full TOU 01:05:10.041 --> 01:05:14.316 transition. So you've heard a bit about how 01:05:14.328 --> 01:05:18.420 we reached out to our customers, and this 01:05:18.420 --> 01:05:22.009 slide is talking about what was the impact 01:05:22.021 --> 01:05:25.790 of that outreach. So as a reminder, the ME&O 01:05:25.790 --> 01:05:29.587 Tracker study is with all residential customers, 01:05:29.599 --> 01:05:33.330 and it's been going on since 2016, with surveys 01:05:33.330 --> 01:05:35.819 twice a year to get a snapshot of customer 01:05:35.831 --> 01:05:38.390 understanding and engagement. On this slide 01:05:38.390 --> 01:05:42.148 here in the three columns, we have the results 01:05:42.160 --> 01:05:45.610 from the last three waves of the study and 01:05:45.610 --> 01:05:49.579 since 2016 in general, the results across all 01:05:49.591 --> 01:05:53.140 of the metrics have been generally flat. 01:05:53.140 --> 01:05:56.905 So this most recent study is notable, in that 01:05:56.917 --> 01:06:00.530 we see increases, statistically significant 01:06:00.530 --> 01:06:03.868 increases in four of the 10 goal metrics, 01:06:03.880 --> 01:06:07.310 including that customers are aware of rate 01:06:07.310 --> 01:06:09.829 plans to help mitigate or control their energy 01:06:09.841 --> 01:06:12.910 expenditures, knbow where to go to get more information, 01:06:12.910 --> 01:06:16.123 feel they were provided useful information 01:06:16.135 --> 01:06:19.510 and are aware of rate choices. The other six 01:06:19.510 --> 01:06:23.361 goal metrics did maintain during this period, 01:06:23.373 --> 01:06:26.900 including of interest given, the negative 01:06:26.900 --> 01:06:30.491 environment that PG&E has been in, customer 01:06:30.503 --> 01:06:34.270 satisfaction also held steady. Another really 01:06:34.270 --> 01:06:36.945 interesting thing that is a product of the fact 01:06:36.957 --> 01:06:39.420 that this survey was done in the September, 01:06:39.420 --> 01:06:42.338 October time frame when there was a PS PS 01:06:42.350 --> 01:06:45.420 event and the survey was paused during that 01:06:45.420 --> 01:06:49.891 event, is that within this sample of Wave Six, 01:06:49.903 --> 01:06:53.910 we have a pre PSPS sample and a post PSPS 01:06:53.910 --> 01:06:57.191 sample. So those two samples were analyzed 01:06:57.203 --> 01:07:00.650 and compared, and we found that satisfaction 01:07:00.650 --> 01:07:04.543 did decrease post PSPS, which would be expected, 01:07:04.555 --> 01:07:08.300 but unexpected was that we saw a statistically 01:07:08.300 --> 01:07:11.228 significant increase in awareness of TOU, 01:07:11.240 --> 01:07:14.250 as well as knowing where to go to get more 01:07:14.250 --> 01:07:17.391 information. So just to dive a little bit 01:07:17.403 --> 01:07:20.481 more deeply into that knowing, awareness 01:07:20.481 --> 01:07:25.552 of TOU, the wave four result is 59% metric. It's 01:07:25.564 --> 01:07:30.750 metric number eight. The next result was 61%. Not 01:07:30.750 --> 01:07:33.955 statistically significant, but showing a bit 01:07:33.967 --> 01:07:36.970 of an upward trend. And then in that post 01:07:36.970 --> 01:07:40.528 PSPS, that metric reached a level of 74%, 01:07:40.540 --> 01:07:44.280 pretty high. So taken together, all of this 01:07:44.280 --> 01:07:47.263 information seems to suggest that the rate 01:07:47.275 --> 01:07:50.270 options messaging that Erica reviewed with 01:07:50.270 --> 01:07:53.225 us just a few minutes moments ago does really 01:07:53.237 --> 01:07:56.010 seem to be breaking through for customers. 01:07:56.010 --> 01:07:58.904 All right, so let's move on to coordination 01:07:58.916 --> 01:08:01.690 with other proceedings, and I'll just hit 01:08:01.690 --> 01:08:05.691 a few highlights here. With the 2017 GRC Erica 01:08:05.703 --> 01:08:09.290 just reviewed with you the extensive work 01:08:09.290 --> 01:08:11.555 that PG&E is doing to increase FERA 01:08:11.567 --> 01:08:14.430 participation over the next several years. 01:08:14.430 --> 01:08:20.480 Shortly, I'll be reviewing with you some of PG&E's preparations for the full TOU 01:08:20.480 --> 01:08:28.269 transition in accordance with the 2018 RDW Phase 2B final decision. And then 01:08:28.269 --> 01:08:31.815 finally, with CARE, FERA, we have been engaging with 01:08:31.827 --> 01:08:35.049 the Energy Savings Assistance Program providers 01:08:35.049 --> 01:08:37.197 to ensure that rate options and rate plans 01:08:37.209 --> 01:08:39.369 are a part of the energy education that is 01:08:39.369 --> 01:08:42.015 done with the customers who receive that 01:08:42.027 --> 01:08:45.009 assistance, including providing personalized, 01:08:45.009 --> 01:08:47.202 energy management solutions such as 01:08:47.214 --> 01:08:50.049 personalized rate, teaching these customers 01:08:50.049 --> 01:08:58.589 how to do personalized rate comparisons. All right, so here is the map of PG&E's 01:08:58.589 --> 01:09:02.515 current plan for the TOU transition implementation. 01:09:02.527 --> 01:09:05.859 It has been updated since the plan that was 01:09:05.859 --> 01:09:12.279 submitted with the RDW proceeding. We've taken a few learnings from San 01:09:12.279 --> 01:09:14.840 Diego Gas and Electric, and it should be noted, 01:09:14.852 --> 01:09:17.210 you know, there are some pretty significant 01:09:17.210 --> 01:09:21.241 differences between SDG&E and PG&E. Their 01:09:21.253 --> 01:09:24.719 territory is obviously much smaller, 01:09:24.719 --> 01:09:27.989 different climate, fewer customers participating 01:09:28.001 --> 01:09:30.949 in the transition. They are not rolling out 01:09:30.949 --> 01:09:33.226 by geography like PG&E is. But, you know, 01:09:33.238 --> 01:09:35.690 nonetheless, there are some things that that 01:09:35.690 --> 01:09:38.167 we can learn from them and we've had many 01:09:38.179 --> 01:09:40.609 conversations to see what we can. One of 01:09:40.609 --> 01:09:43.993 those was to start with a relatively small 01:09:44.005 --> 01:09:47.400 wave. And so we made one adjustment, which 01:09:47.400 --> 01:09:50.223 was that we originally had planned to roll out 01:09:50.235 --> 01:09:52.889 the county of Santa Clara all in one month, 01:09:52.889 --> 01:09:57.250 in the month of October 2020. So we worked 01:09:57.262 --> 01:10:01.329 with the CCAs active in that county and 01:10:01.329 --> 01:10:03.948 are now spreading that transition over two 01:10:03.960 --> 01:10:06.590 months, October and November of 2020. That 01:10:06.590 --> 01:10:10.001 change also involved a second change, which 01:10:10.013 --> 01:10:13.280 was from another learning from San Diego, 01:10:13.280 --> 01:10:16.131 which is to roll out the non-benefiters 01:10:16.143 --> 01:10:19.300 later on in the transition rather than at 01:10:19.300 --> 01:10:22.451 the beginning. So we know that our highest 01:10:22.463 --> 01:10:25.700 areas with the highest concentration of non 01:10:25.700 --> 01:10:28.583 benefiters are the hot climate zones, and 01:10:28.595 --> 01:10:31.559 this area you see in green on the map here 01:10:31.559 --> 01:10:34.137 is the very hottest climate zone. So we have 01:10:34.149 --> 01:10:36.970 moved the timing for that rule out from November 01:10:36.970 --> 01:10:40.906 of 2020 to November of 2021. We have another 01:10:40.918 --> 01:10:45.130 change that we're looking into which is to move 01:10:45.130 --> 01:10:47.710 this purple area, the Sacramento Valley, which 01:10:47.722 --> 01:10:50.039 is the remainder of the hot climate zone, 01:10:50.039 --> 01:10:58.000 also later in the transition to fall of 2021. We are in conversations with CCAs 01:10:58.000 --> 01:11:01.221 about how that might impact the rollout 01:11:01.233 --> 01:11:04.880 schedule there. And we intend to come to a 01:11:04.880 --> 01:11:07.790 final decision on this in the next few weeks 01:11:07.802 --> 01:11:10.530 and will bring a final schedule to Energy 01:11:10.530 --> 01:11:13.690 Division and the working group in January 01:11:13.702 --> 01:11:16.949 of 2020. One other thing we looked at with 01:11:16.949 --> 01:11:20.693 regard to the implementation plan was the 01:11:20.705 --> 01:11:24.550 impact of PSPS events. So we do not intend 01:11:24.550 --> 01:11:28.588 to change the schedule based on PSPS. But 01:11:28.600 --> 01:11:32.940 what we have done is put in place a deferral 01:11:32.940 --> 01:11:36.354 functionality in all of our automated systems. 01:11:36.366 --> 01:11:39.719 So we now have the ability to defer an entire 01:11:39.719 --> 01:11:42.537 wave or a subset of a wave, really, at any 01:11:42.549 --> 01:11:45.510 point during the transition journey, whether 01:11:45.510 --> 01:11:47.999 that be before the notifications are sent, 01:11:48.011 --> 01:11:50.570 and then at any point after notification is 01:11:50.570 --> 01:11:54.032 sent up until really the day before the transition. 01:11:54.044 --> 01:11:57.719 We're working now on a playbook around communications. 01:11:57.719 --> 01:12:02.291 Should we execute that deferral, communications 01:12:02.303 --> 01:12:06.409 to customers, the Commission, CCAs, media, 01:12:06.409 --> 01:12:11.557 et cetera. This same deferral process would 01:12:11.569 --> 01:12:16.260 be used in case of an emergency events, 01:12:16.260 --> 01:12:20.158 such as potentially a large earthquake. So 01:12:20.170 --> 01:12:23.989 now looking backwards a little bit at the 01:12:23.989 --> 01:12:27.740 default pilot, which ran from March of 2018 01:12:27.752 --> 01:12:31.429 to March of 2019, PG&E transitioned around 01:12:31.429 --> 01:12:38.309 114,000 customers, and the statistic here on retention remained very steady 01:12:38.309 --> 01:12:41.723 over the last several months. Around 80% of 01:12:41.735 --> 01:12:45.550 customers remain on that rate. The vast majority 01:12:45.550 --> 01:12:48.183 of the customers who left did so because 01:12:48.195 --> 01:12:50.969 their service agreement stopped or closed. 01:12:50.969 --> 01:12:53.990 15% of those. The remaining 5% is more or 01:12:54.002 --> 01:12:57.179 less evenly split among those customers who 01:12:57.179 --> 01:13:01.180 returned to a tiered rate or chose to enroll 01:13:01.192 --> 01:13:04.760 in a different TOU rate. In April, PG&E 01:13:04.760 --> 01:13:08.585 paid out bill protection to around 43,000 01:13:08.597 --> 01:13:12.890 customers in the amount of about $2.3 million. 01:13:12.890 --> 01:13:17.379 Also, as previously reported, the overall 01:13:17.391 --> 01:13:22.000 average summer weekday peak load reduction 01:13:22.000 --> 01:13:26.133 was 4%. PG&E's final results on the annual 01:13:26.145 --> 01:13:30.290 and winter load impacts are not due to the 01:13:30.290 --> 01:13:33.325 Commission until next year, but we've are 01:13:33.337 --> 01:13:36.530 able to share some preliminary results with 01:13:36.530 --> 01:13:39.158 you here today, and we'll be looking at getting 01:13:39.170 --> 01:13:41.590 these results to the working group in early 01:13:41.590 --> 01:13:44.941 2020 as well. So, looking at the average weekday 01:13:44.953 --> 01:13:48.110 peak load reductions, we see that for winter, 01:13:48.110 --> 01:13:53.396 it was 0.9%. And so then, taken together with 01:13:53.408 --> 01:13:58.590 the summer, we have annual figure of 2%. For 01:13:58.590 --> 01:14:01.697 overall time of use rate enrollment, PG&E saw 01:14:01.709 --> 01:14:04.489 a 6% increased quarter over quarter this 01:14:04.489 --> 01:14:07.576 past quarter in voluntary enrollments. So 01:14:07.588 --> 01:14:10.909 taken together with the defaulted customers, 01:14:10.909 --> 01:14:16.270 we have about 580,000 residential customers 01:14:16.282 --> 01:14:20.800 on a TOU rate. And then, finally, an 01:14:20.800 --> 01:14:23.433 update on the participation of community 01:14:23.445 --> 01:14:26.349 choice aggregators in the TOU transition. We 01:14:26.349 --> 01:14:30.550 got our final answer just yesterday from 01:14:30.562 --> 01:14:34.980 CCAs of the 12 community choice aggregators 01:14:34.980 --> 01:14:37.994 that are operating within PG&E's territory, 01:14:38.006 --> 01:14:41.170 12 of their boards of directors have approved 01:14:41.170 --> 01:14:44.972 participate, sorry, 11 of the 12 have approved 01:14:44.984 --> 01:14:48.230 participation in the TOU transition. Of 01:14:48.230 --> 01:14:51.983 those 11, 10 will be offering bill protection. 01:14:51.995 --> 01:14:55.280 All 12 of the CCA's will be offering the 01:14:55.280 --> 01:15:00.739 default rate, TOU-C, and it will mirror PG&E's rate of having the same TOU 01:15:00.739 --> 01:15:04.697 time period of 4 to 9 and similar rate differentials. 01:15:04.709 --> 01:15:07.870 This really great result is a testament to 01:15:07.870 --> 01:15:14.110 the extensive coordination among PG&E and the CCAs, and I'll just highlight 01:15:14.110 --> 01:15:17.679 a few of them. One was supporting the CCA staff 01:15:17.691 --> 01:15:20.750 and educating their boards of directors. 01:15:20.750 --> 01:15:23.594 At the request of the CCAs, PG&E conducted 01:15:23.606 --> 01:15:26.130 analysis of the number of benefiters 01:15:26.130 --> 01:15:28.306 and non-benefiters to be expected from a 01:15:28.318 --> 01:15:30.560 generation perspective in the territories 01:15:30.560 --> 01:15:37.890 and provided dollar estimates for a bill protection to the CCAs. PG&E E put 01:15:37.890 --> 01:15:40.997 together presentation materials tailored to 01:15:41.009 --> 01:15:44.270 each CCA and provided those to the CCA staff. 01:15:44.270 --> 01:15:46.748 Some CCA staff preferred to educate their 01:15:46.760 --> 01:15:49.250 boards on their own. But others preferred 01:15:49.250 --> 01:15:53.127 to have PG&Ethere. So, we made presentations 01:15:53.139 --> 01:15:56.769 to five different boards of directors and 01:15:56.769 --> 01:15:59.837 or community advisory committees and in some 01:15:59.849 --> 01:16:02.929 cases, multiple presentations. So there were 01:16:02.929 --> 01:16:06.311 a total of of eight presentations. As you 01:16:06.323 --> 01:16:09.960 know, the members of the boards of directors 01:16:09.960 --> 01:16:13.427 are often members of city councils. And so, 01:16:13.439 --> 01:16:16.760 as an outgrowth of that education effort, 01:16:16.760 --> 01:16:19.305 PG&E's been invited by different city council 01:16:19.317 --> 01:16:21.429 members to make presentations to city 01:16:21.429 --> 01:16:25.349 councils. And so we're doing that and that 01:16:25.361 --> 01:16:29.659 effort is ongoing. Another really great result 01:16:29.659 --> 01:16:32.382 is that we have co-branded notifications. 01:16:32.394 --> 01:16:34.869 We spent a lot of time with the CCAs, 01:16:34.869 --> 01:16:37.656 meeting with each of them three separate times, 01:16:37.668 --> 01:16:40.350 at least, to review and share feedback on the 01:16:40.350 --> 01:16:43.502 90 and the 30 day notifications. And as a 01:16:43.514 --> 01:16:46.980 result, we have a standardized template where 01:16:46.980 --> 01:16:50.633 there is a place for the CCA logo as well 01:16:50.645 --> 01:16:53.960 as other tailored messaging, and URLs 01:16:53.960 --> 01:16:56.999 if the CCA's wish to have customers visit 01:16:57.011 --> 01:16:59.699 their web page in addition to PG&E's 01:16:59.699 --> 01:17:03.554 web page. We also have laid the groundwork for 01:17:03.566 --> 01:17:07.269 coordination on community based organization 01:17:07.269 --> 01:17:10.216 outreach. Obviously, the CCAs are very rooted 01:17:10.228 --> 01:17:12.929 in their communities. And so we're really 01:17:12.929 --> 01:17:16.184 looking forward to building on that in 2020 01:17:16.196 --> 01:17:19.389 and continuing our very close coordination 01:17:19.389 --> 01:17:23.327 not only in 2020 but through the end of the 01:17:23.339 --> 01:17:27.289 transition and beyond. So with that, that's 01:17:27.289 --> 01:17:41.889 the end of the presentation. We have time for questions, I believe. 01:17:41.889 --> 01:17:45.427 Hi, Melissa Kaznitz, Center for Accessible 01:17:45.439 --> 01:17:48.530 Technology. Ssimilar to my question earlier on for San 01:17:48.530 --> 01:17:52.484 Diego. In your discussion about how you're 01:17:52.496 --> 01:17:56.739 shifting the default for the geographic areas 01:17:56.739 --> 01:18:01.327 where there are more nonbenefiters later, 01:18:01.339 --> 01:18:05.500 how do you anticipate that's going to 01:18:05.500 --> 01:18:08.482 impact the revenue shortfall that you're likely 01:18:08.494 --> 01:18:11.300 to experience? How is that being tracked and 01:18:11.300 --> 01:18:19.030 how is that being reported? And how will that end up affecting rates more broadly 01:18:19.030 --> 01:18:22.551 once you reached the stage where you have 01:18:22.563 --> 01:18:25.760 to start dealing with that shortfall? 01:18:25.760 --> 01:18:27.758 I understand the question. And I'm 01:18:27.770 --> 01:18:29.860 afraid I have to say, We'll have to get back to you 01:18:29.860 --> 01:18:32.395 because that's not really my area of 01:18:32.407 --> 01:18:35.590 expertise. So we'll look into that for you. 01:18:35.614 --> 01:18:37.614 Thank you. 01:19:10.090 --> 01:19:14.152 And I'll ask that our research leads come up. 01:19:29.694 --> 01:19:31.694 Unfortunately, I neglected to 01:19:31.719 --> 01:19:34.564 get named tents, so you'll just have to keep 01:19:34.576 --> 01:19:37.369 repeating your names for the folks. Hi, I'm 01:19:37.369 --> 01:19:41.002 Whitney Richardson. I'm an analyst, retail rates 01:19:41.014 --> 01:19:44.139 here at the Commission. This presentation 01:19:44.139 --> 01:19:47.206 is just going to look at some of the extensive 01:19:47.218 --> 01:19:49.969 research that has been done into customer 01:19:49.969 --> 01:19:54.315 understanding of time of use rates since 01:19:54.327 --> 01:19:59.110 2016. And I know that we're all anticipating 01:19:59.110 --> 01:20:02.353 next month, when we get some results from the 01:20:02.365 --> 01:20:05.550 statewide evaluation, which is going to look 01:20:05.550 --> 01:20:09.009 at the combination of San Diego and the 01:20:09.021 --> 01:20:12.849 statewide marketing and see how effective 01:20:12.849 --> 01:20:15.238 that was. But we don't want to forget 01:20:15.250 --> 01:20:18.040 that we have been studying this for quite 01:20:18.040 --> 01:20:21.903 a while, so we just wanted to see what insights 01:20:21.915 --> 01:20:25.710 we could get from the previous studies. Here's 01:20:25.710 --> 01:20:31.775 the contents of the presentation. This pretty 01:20:31.787 --> 01:20:38.260 much repeats what I just said. And so here's the 01:20:38.260 --> 01:20:41.652 timeline of the different studies, we started 01:20:41.664 --> 01:20:44.550 a ME&O tracker study in 2016 to try to 01:20:44.550 --> 01:20:47.598 understand where folks were before we started 01:20:47.610 --> 01:20:50.670 doing anything, including tier collapse, time 01:20:50.670 --> 01:20:53.930 of use marketing, and to kind of track the 01:20:53.942 --> 01:20:56.909 things we wanted people to understand. 01:20:56.909 --> 01:20:59.509 The next survey that will be discussed is the 01:20:59.521 --> 01:21:01.849 default pilot surveys. Because customers 01:21:01.849 --> 01:21:04.562 received the communications, we wanted to 01:21:04.574 --> 01:21:07.429 see how they responded. There's a statewide 01:21:07.429 --> 01:21:10.473 evaluation survey, which I mentioned, we won't 01:21:10.485 --> 01:21:13.280 have results on that until next month, and 01:21:13.280 --> 01:21:16.570 then for the transition, San Diego has been 01:21:16.582 --> 01:21:19.960 running some of their own surveys, and then, 01:21:19.960 --> 01:21:23.301 the statewide marketing folks have also 01:21:23.313 --> 01:21:27.010 been running surveys about the individual 01:21:27.010 --> 01:21:30.908 marketing that they have. So we're trying to 01:21:30.920 --> 01:21:34.570 see what we can learn from looking at all 01:21:34.570 --> 01:21:37.307 of these studies going into next year, we 01:21:37.319 --> 01:21:40.199 will be looking at the statewide evaluation 01:21:40.199 --> 01:21:43.838 survey, and for that we have a really fantastic 01:21:43.850 --> 01:21:46.969 research leads from each of the IOUs and 01:21:46.969 --> 01:21:52.003 Alex from DDB who are going to talk about the 01:21:52.015 --> 01:21:57.390 different surveys. So thank you. And here we go. 01:21:57.390 --> 01:21:59.348 Hi, everyone. I'm Alex Burke. I'm 01:21:59.360 --> 01:22:01.329 on the strategy team at DDB Group, and I'm just 01:22:01.329 --> 01:22:05.865 gonna explain a little bit of the strategy 01:22:05.877 --> 01:22:10.320 behind the approach and how DDB Group and 01:22:10.320 --> 01:22:14.310 how DDB group and the IOU communications 01:22:14.322 --> 01:22:18.520 are meant to complement one another. So in 01:22:18.520 --> 01:22:20.197 order to facilitate a smooth transition, the 01:22:20.209 --> 01:22:21.860 blueprint set forth two-part communications 01:22:21.860 --> 01:22:24.553 involving both emotional and rational messaging, 01:22:24.565 --> 01:22:27.380 and at the statewide level that involves two types 01:22:27.380 --> 01:22:29.998 of campaigns. So the first type of campaign 01:22:30.010 --> 01:22:32.699 is what we call the vision campaign and this 01:22:32.699 --> 01:22:35.294 vision campaign is meant to provide Californians 01:22:35.306 --> 01:22:37.860 with the why behind the transition. It provides 01:22:37.860 --> 01:22:41.046 context for why there are changes happening 01:22:41.058 --> 01:22:44.110 and really gives them an emotional reason 01:22:44.110 --> 01:22:46.284 to care about their energy usage on. That's 01:22:46.296 --> 01:22:48.780 important because it's a low involvement category 01:22:48.780 --> 01:22:50.735 and this is new information, and we need to 01:22:50.747 --> 01:22:52.670 provide some context to care before we ask 01:22:52.670 --> 01:22:55.158 them to change their behavior. The second 01:22:55.170 --> 01:22:57.670 type of campaign are the statewide to TOU 01:22:57.670 --> 01:23:00.146 Behavior campaign. So that's what's been 01:23:00.158 --> 01:23:02.889 running in San Diego in conjunction with the 01:23:02.889 --> 01:23:05.105 SDG&E communications. That campaign is 01:23:05.117 --> 01:23:07.639 really specifically messaging around peak 01:23:07.639 --> 01:23:10.279 hours and behavior shift. So that's really 01:23:10.291 --> 01:23:12.820 the how, so how Californians can protect 01:23:12.820 --> 01:23:15.938 California. And it provides that neutral explanation 01:23:15.950 --> 01:23:18.489 of time of use and divorced from potential 01:23:18.489 --> 01:23:20.943 profit motives, it really helps Californians 01:23:20.955 --> 01:23:23.530 all contribute to helping protect their state. 01:23:23.530 --> 01:23:27.293 And Jamie is gonna talk a little bit about the IOU role. 01:23:27.318 --> 01:23:29.340 Hi, everyone. Jamie Looserock 01:23:29.340 --> 01:23:32.832 with SDG&E. The third section on that slide 01:23:32.844 --> 01:23:35.949 is our Wendell. You can see our little 01:23:35.949 --> 01:23:38.339 Smartwatch character, Wendell, and this has 01:23:38.351 --> 01:23:40.699 been running just in our territory. So our 01:23:40.699 --> 01:23:43.080 campaign is really focused on helping folks 01:23:43.092 --> 01:23:45.539 through the transition with specific details 01:23:45.539 --> 01:23:48.790 about their rate plans and options, the 01:23:48.802 --> 01:23:52.400 personal impact it has on their bills. So 01:23:52.400 --> 01:23:54.117 they get the bill comparison, as you can see 01:23:54.129 --> 01:23:55.820 in some of those communications down below, 01:23:55.820 --> 01:23:58.656 and then also how they can save on TOU. 01:23:58.668 --> 01:24:01.809 So tips and things like that. So a little 01:24:01.809 --> 01:24:05.652 more specific to rate plans than the high 01:24:05.664 --> 01:24:09.610 level campaign that Alex just spoke about. 01:24:09.610 --> 01:24:11.966 So as Whitney mentioned, there's been a lot 01:24:11.978 --> 01:24:14.400 of research. I know many of you are familiar 01:24:14.400 --> 01:24:15.875 with all the studies because it seems like 01:24:15.887 --> 01:24:17.409 at most of the working group meetings we're 01:24:17.409 --> 01:24:20.002 presenting one study or another, and it's 01:24:20.014 --> 01:24:22.619 a lot of information. And so she asked us 01:24:22.619 --> 01:24:24.333 to really kind of look at everything we've 01:24:24.345 --> 01:24:26.070 done to date. When you think about all the 01:24:26.070 --> 01:24:30.639 studies, we all do our annual ME&O tracking studies which you know, PG&E 01:24:30.639 --> 01:24:34.807 shared their results earlier. We did research 01:24:34.819 --> 01:24:38.909 with the pilots pre and post. And then, now, 01:24:38.909 --> 01:24:41.278 SDG&E, we're doing a post tracker now that 01:24:41.290 --> 01:24:43.449 we're well into our transitions to see 01:24:43.449 --> 01:24:45.471 how things were going, so really kind of what 01:24:45.483 --> 01:24:47.429 is the story with everything and what do we 01:24:47.429 --> 01:24:50.450 know so far? So what we're gonna walk you 01:24:50.462 --> 01:24:53.639 through is just kind of high level. This is 01:24:53.639 --> 01:24:57.693 kind of what we know to be happening to date. 01:24:57.705 --> 01:25:01.860 But as we've talked about in several different 01:25:01.860 --> 01:25:04.089 presentations today, the Ipsos study is 01:25:04.101 --> 01:25:06.860 really the one that we're going to be looking 01:25:06.860 --> 01:25:10.809 to and those results are being analyzed right 01:25:10.821 --> 01:25:14.179 now to see the impact, the real impact 01:25:14.179 --> 01:25:17.378 that the statewide campaign is having on moving 01:25:17.390 --> 01:25:20.199 these metrics in conjunction with our own 01:25:20.199 --> 01:25:24.094 specific IOU campaigns. Because it's gonna be 01:25:24.106 --> 01:25:27.929 looking at everything together in one study, 01:25:27.929 --> 01:25:29.939 one point in time, because a lot of these 01:25:29.951 --> 01:25:32.070 research efforts we've been doing have been 01:25:32.070 --> 01:25:34.346 for the benefit of our own utilities, what's 01:25:34.358 --> 01:25:36.849 been going on, so that we can really act quickly 01:25:36.849 --> 01:25:40.032 on this information. We aren't, we haven't 01:25:40.044 --> 01:25:43.239 been looking at it so much as a collective 01:25:43.239 --> 01:25:46.126 effort, but the Ipsos study really will be 01:25:46.138 --> 01:25:49.239 looking at it all collectively, if that makes 01:25:49.239 --> 01:25:53.627 sense. So going into we kind of aligned, we 01:25:53.639 --> 01:25:58.440 kind of organized this along the vision metrics 01:25:58.440 --> 01:26:02.438 which are engagement and understanding choices 01:26:02.450 --> 01:26:06.119 and then actions. So we're gonna just kind 01:26:06.119 --> 01:26:09.097 of walk you through the summary. There's a lot 01:26:09.109 --> 01:26:11.780 of supporting detail that we put together 01:26:11.780 --> 01:26:13.687 that you'll have access to. We're not gonna 01:26:13.699 --> 01:26:15.530 go through all of that verbatim, but just 01:26:15.530 --> 01:26:20.328 kind of talk about our own collective 01:26:20.340 --> 01:26:25.929 stories here. So moving into key insights 01:26:25.929 --> 01:26:28.956 here for engagement and understanding. What 01:26:28.968 --> 01:26:31.869 we're seeing across the studies is really 01:26:31.869 --> 01:26:36.517 a directional increase and understanding of 01:26:36.529 --> 01:26:40.871 TOU at the peak hours, and of, awareness 01:26:40.871 --> 01:26:45.358 of rate choices so not surprising, customers 01:26:45.370 --> 01:26:49.570 have received a lot of communications. So 01:26:49.570 --> 01:26:52.113 they're working is what we're seeing. The 01:26:52.125 --> 01:26:54.679 needle's moving, and that's good news. So 01:26:54.679 --> 01:26:57.718 for SD G&E, our transition customers are 01:26:57.730 --> 01:27:00.929 showing much greater understanding of the 01:27:00.929 --> 01:27:04.656 TOU concept of the rates and the peak hour 01:27:04.668 --> 01:27:08.320 time frame. We looked at a couple metrics 01:27:08.320 --> 01:27:10.990 to kind of understand this, one of them being 01:27:11.002 --> 01:27:13.510 the understanding that they can save money 01:27:13.510 --> 01:27:17.182 by shifting usage to other times of the day. 01:27:17.194 --> 01:27:20.469 For SDG&E, we've seen movement from six 01:27:20.469 --> 01:27:24.270 on a 10 point scale upwards of the high sevens. 01:27:24.282 --> 01:27:27.380 Then we also looked at the metric, the 01:27:27.380 --> 01:27:29.968 amount on your bill has you with how much 01:27:29.980 --> 01:27:32.579 energy you're using and when you're using 01:27:32.579 --> 01:27:36.821 it. These are questions that are asked across 01:27:36.833 --> 01:27:40.810 various surveys, and we've seen a movement 01:27:40.810 --> 01:27:49.080 from five on the scale when we asked non TOU folks upwards to like in the eight 01:27:49.080 --> 01:27:51.295 range, so those are really moving. And it's not 01:27:51.307 --> 01:27:53.349 to say that we're finished. Like mentioned, 01:27:53.349 --> 01:27:55.683 our journey is continuing. We have room to 01:27:55.695 --> 01:27:58.151 grow, but we're seeing these go in the right 01:27:58.151 --> 01:28:01.468 direction. So Alex will mention DB5's 01:28:01.480 --> 01:28:05.619 progress in this area. And, Dean and Barbara 01:28:05.619 --> 01:28:10.878 will talk about their IOUs used as far as engagement and understanding. 01:28:10.903 --> 01:28:12.850 So the DB5 results 01:28:12.850 --> 01:28:15.734 that I'm gonna talk about, those represent 01:28:15.746 --> 01:28:18.170 a statewide survey. So it's amongst 01:28:18.170 --> 01:28:20.953 all Californians not just transitioned or 01:28:20.965 --> 01:28:23.760 pilot customers. So we're looking at mass 01:28:23.760 --> 01:28:26.378 movement in perceptions and TOU behavior. 01:28:26.390 --> 01:28:29.020 And so what we see there is first looking 01:28:29.020 --> 01:28:30.972 at a statewide level. So that's where we were 01:28:30.984 --> 01:28:32.820 running that vision campaign and trying to 01:28:32.820 --> 01:28:34.598 make that emotional connection with energy 01:28:34.610 --> 01:28:36.400 usage, make people care about their energy 01:28:36.400 --> 01:28:39.000 usage. We're definitely seeing some modest increases 01:28:39.012 --> 01:28:41.230 in people's personal sense of responsibility 01:28:41.230 --> 01:28:43.737 and commitment to their energy usage. So that's 01:28:43.749 --> 01:28:46.110 really that campaign that's meant to provide 01:28:46.110 --> 01:28:49.312 the halo and get customers ready to receive 01:28:49.324 --> 01:28:52.099 a TOU specific message. Then, when we 01:28:52.099 --> 01:28:54.678 dive into the San Diego market, again, this 01:28:54.690 --> 01:28:57.340 is with all San Diegans, not just transition 01:28:57.340 --> 01:29:00.562 customers. We're definitely seeing very strong 01:29:00.574 --> 01:29:03.670 increases in the amount of residents who can 01:29:03.670 --> 01:29:07.301 correctly identify peak hours, which is really 01:29:07.313 --> 01:29:11.110 positive to see. We see about 50% of San Diegans 01:29:11.110 --> 01:29:13.589 can correctly identify those hours, which 01:29:13.601 --> 01:29:16.210 is a 79% increase from before that campaign 01:29:16.210 --> 01:29:19.002 went into market, before both of the campaigns 01:29:19.014 --> 01:29:21.340 went into market. I think we're seeing 01:29:21.340 --> 01:29:23.784 that with a concerted and combined effort 01:29:23.796 --> 01:29:26.369 in the San Diego region, we're able to make 01:29:26.369 --> 01:29:31.288 really strong increases in TOU understanding. 01:29:33.755 --> 01:29:35.755 I'm Barbara Wingate in Customer Insights 01:29:35.780 --> 01:29:40.589 at PG&E, and I just like to talk a little 01:29:40.601 --> 01:29:44.849 about PG&E's results in terms of our 01:29:44.849 --> 01:29:48.836 studies on engagement on understanding around 01:29:48.848 --> 01:29:52.499 TOU and rates, and what we're able to do, 01:29:52.499 --> 01:29:54.932 we haven't yet fully, we haven't yet started 01:29:54.944 --> 01:29:57.389 our official transition, wut we have got out 01:29:57.389 --> 01:29:59.606 default pilot population in terms of looking 01:29:59.618 --> 01:30:01.699 at transitioned customers. And what we're 01:30:01.699 --> 01:30:09.179 able to do is look at our default pilots survey in comparison to our ongoing ME&O 01:30:09.179 --> 01:30:11.939 tracking survey that's done amongst all residential 01:30:11.951 --> 01:30:14.670 customers that Jenna referred to you earlier. What 01:30:14.670 --> 01:30:18.279 we can clearly see is that there's much more 01:30:18.291 --> 01:30:21.590 engagement around TOU awareness in terms 01:30:21.590 --> 01:30:24.462 of awareness and understanding in those transition 01:30:24.474 --> 01:30:27.019 to customers in our default pilot population 01:30:27.019 --> 01:30:29.513 compared to the general population. So what 01:30:29.525 --> 01:30:31.860 we've seen, for example, in terms of TOU 01:30:31.860 --> 01:30:35.818 awareness is we see around 61% of general 01:30:35.830 --> 01:30:39.610 residential customers are aware of TOU. 01:30:39.610 --> 01:30:44.000 That rises to 83% awareness of time of use 01:30:44.012 --> 01:30:48.619 rates amongst our default pilot populations. 01:30:48.619 --> 01:30:51.716 That was a really significant increase amongst 01:30:51.728 --> 01:30:54.639 our transition customer population. We also 01:30:54.639 --> 01:30:58.065 see, and Jamie's touched on this with regard 01:30:58.077 --> 01:31:00.980 to SDG&E, we've seen further customer 01:31:00.980 --> 01:31:04.397 understanding around the impact of TOU rates, 01:31:04.409 --> 01:31:07.540 so there are two very specific statements 01:31:07.540 --> 01:31:10.100 that we ask customers whether they agree with. 01:31:10.112 --> 01:31:12.519 And that's, one of those statements is that 01:31:12.519 --> 01:31:16.590 my bill depends not only on how much I'm using 01:31:16.602 --> 01:31:20.599 in terms of energy, but also the time of day, 01:31:20.599 --> 01:31:24.149 and also the fact that I can actually save 01:31:24.161 --> 01:31:27.889 money on my bill by switching to lower price 01:31:27.889 --> 01:31:31.575 times of day. And in terms of those two specific 01:31:31.587 --> 01:31:35.059 statements, we've seen a significant increase 01:31:35.059 --> 01:31:37.648 in terms of agreement with those statements 01:31:37.660 --> 01:31:40.380 amongst our transition customers in the pilot 01:31:40.380 --> 01:31:45.018 from around 5 to 6 out of 10 on a 10 point scale 01:31:45.030 --> 01:31:49.110 to in the high sevens, now, for both those 01:31:49.110 --> 01:31:52.836 statements. And then third, what we've also 01:31:52.848 --> 01:31:56.840 seen is increasing awareness of the peak hours 01:31:56.840 --> 01:32:00.052 within a time of use rates. So if we ask the 01:32:00.064 --> 01:32:02.929 general population, general residential 01:32:02.929 --> 01:32:05.902 population, what do you think of the highest, 01:32:05.914 --> 01:32:08.769 the peak hours, the most expensive hours to 01:32:08.769 --> 01:32:12.288 use electricity? We usually find about 50% 01:32:12.300 --> 01:32:15.830 of our population gets most of those hours 01:32:15.830 --> 01:32:19.525 correct. We actually asked them to check every 01:32:19.537 --> 01:32:22.849 hour in a 24 hour period where they think 01:32:22.849 --> 01:32:26.159 those hours of most expensive. And we see that 01:32:26.171 --> 01:32:29.280 rising to 73% of our transitioned customers 01:32:29.280 --> 01:32:32.748 and saying, Oh, I recognize what the peak hours 01:32:32.760 --> 01:32:36.239 are, that they recognize the majority of those 01:32:36.239 --> 01:32:40.062 peak hours. And then, finally, I wanted to also 01:32:40.074 --> 01:32:43.670 bring up the fact that we see more customers 01:32:43.670 --> 01:32:47.441 realizing why that has been a transition to 01:32:47.453 --> 01:32:51.150 time of use rates. And what we've seen is 01:32:51.150 --> 01:32:54.444 more customers being aware that that's due to 01:32:54.456 --> 01:32:57.619 environmental factors, energy conservation, 01:32:57.619 --> 01:33:00.991 and we've seen what we wanted to see, which 01:33:01.003 --> 01:33:04.540 was a depression in those customers, thinking 01:33:04.540 --> 01:33:07.808 that the reason we bought in time of use rates 01:33:07.820 --> 01:33:10.820 is attributed to PG&E increasing revenues. 01:33:10.820 --> 01:33:14.261 And we've seen that reason of increasing 01:33:14.273 --> 01:33:18.400 revenues go from one of the top reasons for time 01:33:18.400 --> 01:33:22.582 of use rates to now the tenth reason. So we've 01:33:22.594 --> 01:33:26.699 seen a reversal in that position as a reason. 01:33:26.699 --> 01:33:29.355 We've seen an increase in more customers saying 01:33:29.367 --> 01:33:31.980 it's for energy conservation and environmental 01:33:31.980 --> 01:33:34.920 reasons. So we were very happy to see that as 01:33:34.932 --> 01:33:37.820 well amongst our transition population. Hand 01:33:37.820 --> 01:33:39.908 over to Dean 01:33:39.933 --> 01:33:43.102 Dean Schulz, SCE, customer insight. 01:33:43.114 --> 01:33:46.171 The advantage of going last is that I could just 01:33:46.170 --> 01:33:50.008 say whatever Barbara said applies to our situation. 01:33:50.020 --> 01:33:53.130 The bottom line is direct experience with 01:33:53.130 --> 01:33:56.672 a TOU rate and communications, as with our 01:33:56.684 --> 01:34:00.320 default customers, has led to a significant 01:34:00.320 --> 01:34:03.229 contrast over what the general residential 01:34:03.241 --> 01:34:06.230 customers have experienced. Just as Barbara 01:34:06.230 --> 01:34:09.489 described. The number that you can keep in mind 01:34:09.501 --> 01:34:12.499 is just a transposition. 74% of our default 01:34:12.499 --> 01:34:14.648 pilot customers are aware of TOU rates. 01:34:14.660 --> 01:34:17.099 You'll never get everybody, never gonna be 01:34:17.099 --> 01:34:21.433 universal, but 74% vs 47% of our general 01:34:21.445 --> 01:34:26.850 residential customers who know what a TOU rate is. 01:34:26.850 --> 01:34:33.541 And all the other things that Barbara mentioned 01:34:33.553 --> 01:34:40.814 apply. (inaudible from crowd) Yeah, the light's on. 01:34:40.839 --> 01:34:45.469 So regarding choices 01:34:45.469 --> 01:34:47.946 of rates, we touched on this too. And this 01:34:47.958 --> 01:34:50.389 is something we're also addressing in our 01:34:50.389 --> 01:34:54.183 Wendell campaign and in our, all of our communication 01:34:54.195 --> 01:34:57.789 materials, we've seen an increase in understanding 01:34:57.789 --> 01:35:01.396 here. So before transition, we asked folks if 01:35:01.408 --> 01:35:04.869 they were aware that there are rate options 01:35:04.869 --> 01:35:07.158 available that suit their needs, and those 01:35:07.170 --> 01:35:09.579 numbers were stagnant for a while. They were 01:35:09.579 --> 01:35:12.896 kind of in the thirties and and after the 01:35:12.908 --> 01:35:15.999 TOU default began for us. We're asking 01:35:15.999 --> 01:35:18.555 folks if they are aware and they understand 01:35:18.567 --> 01:35:21.019 that they can opt out of the default rate 01:35:21.019 --> 01:35:23.786 and choose another TOU plan or stay on their 01:35:23.798 --> 01:35:26.330 tiered rate. And that is a metric really 01:35:26.330 --> 01:35:30.145 we're proud of, we're About 80, 8 in 10 understand 01:35:30.157 --> 01:35:33.909 that, and that has increased since the pilot. The 01:35:33.909 --> 01:35:36.404 pilot actually was fairly high, too. I think 01:35:36.416 --> 01:35:38.979 we were in high sevens, but where we're doing 01:35:38.979 --> 01:35:41.430 really well and customers knowing that they 01:35:41.442 --> 01:35:43.960 don't have to stay with the default rate and 01:35:43.960 --> 01:35:47.372 that they can choose a different plan. And 01:35:47.384 --> 01:35:50.489 then Alex will talk about satisfaction. 01:35:50.489 --> 01:35:52.422 I know they're addressing that in their 01:35:52.434 --> 01:35:54.579 DB5 research. That's something that we're 01:35:54.579 --> 01:35:56.880 going to be looking out in our poll survey. 01:35:56.892 --> 01:35:59.310 We're not quite there yet because we're right 01:35:59.310 --> 01:36:02.440 now just finishing Wave 4 and haven't yet 01:36:02.452 --> 01:36:05.370 surveyed folks twice who have were our 01:36:05.370 --> 01:36:09.869 early default folks. But I know that the DB5 research has been looking at that, 01:36:09.869 --> 01:36:17.450 so we'll have more information on that soon. 01:36:17.475 --> 01:36:25.031 So in terms of PG&E in relation to comparing 01:36:25.030 --> 01:36:28.696 our default pilot population to our residential 01:36:28.708 --> 01:36:32.309 population, what we can see is that definitely 01:36:32.309 --> 01:36:35.722 the experience of the rate itself and communications 01:36:35.734 --> 01:36:38.449 have actually helped interns or customers 01:36:38.449 --> 01:36:41.599 being much more aware of rate choice. What 01:36:41.611 --> 01:36:44.699 we see in our ongoing general residential 01:36:44.699 --> 01:36:47.498 population, and Jenna alluded to this earlier 01:36:47.510 --> 01:36:50.320 on, is that we've usually seen over the years 01:36:50.320 --> 01:36:53.471 since 2016, about 1\/3 of our customers realize 01:36:53.483 --> 01:36:56.449 that they have rate choices, and we saw this 01:36:56.449 --> 01:36:59.624 very nice increase in the last wave of our 01:36:59.636 --> 01:37:03.119 general residential population tracking survey 01:37:03.119 --> 01:37:07.593 that Jenna had talked about, but in comparison 01:37:07.605 --> 01:37:11.519 our transitioned customers would receive 01:37:11.519 --> 01:37:16.342 the communication around the transition, immediately 01:37:16.354 --> 01:37:20.460 post transition, 71% of those customers said 01:37:20.460 --> 01:37:24.050 that they were aware that they could opt to 01:37:24.062 --> 01:37:27.909 stay on their current rate or opt into another 01:37:27.909 --> 01:37:30.496 TOU rate. So in terms of awareness of 01:37:30.508 --> 01:37:33.670 choices, we saw a very significant increase 01:37:33.670 --> 01:37:36.783 in their awareness around the fact that they 01:37:36.795 --> 01:37:40.059 have a great choice. In terms of their overall 01:37:40.059 --> 01:37:44.723 experience with TOU itself, we had expected 01:37:44.735 --> 01:37:49.199 drop in satisfaction on the transition to 01:37:49.199 --> 01:37:51.970 a TOU rate amongst our transition customer 01:37:51.982 --> 01:37:54.960 population in the default pilot, and instead, 01:37:54.960 --> 01:37:59.213 what we saw was actually an increase in their 01:37:59.225 --> 01:38:03.119 overall customer satisfaction from 7.3 to 01:38:03.119 --> 01:38:06.835 7.7 on a 10 point scale. And similarly, we also 01:38:06.847 --> 01:38:10.420 saw an increase in their overall satisfaction 01:38:10.420 --> 01:38:14.373 with their TOU rate. And then finally, when 01:38:14.385 --> 01:38:18.170 we ask one of our key questions, actually 01:38:18.170 --> 01:38:20.888 which we also ask in the Ipsos statewide 01:38:20.900 --> 01:38:23.829 survey, which rate do you think is actually 01:38:23.829 --> 01:38:26.897 best for your household? It's a very tricky 01:38:26.909 --> 01:38:30.059 question to answer for the average customer, 01:38:30.059 --> 01:38:32.956 and it's one of those things that you 01:38:32.968 --> 01:38:36.349 either you want to see TOU being the best 01:38:36.349 --> 01:38:38.742 rate increasing, and you also want to see 01:38:38.754 --> 01:38:41.159 uncertainty around their rate. People who 01:38:41.159 --> 01:38:44.154 say I actually don't know going down. And we 01:38:44.166 --> 01:38:47.039 see both of those things happening amongst 01:38:47.039 --> 01:38:51.060 our transition to population. So we saw increases 01:38:51.072 --> 01:38:54.460 from the general population about the 14% 01:38:54.460 --> 01:38:58.572 of those customers saying I think TOU is best 01:38:58.584 --> 01:39:02.619 for me. So just 14%. We now have 36% amongst 01:39:02.619 --> 01:39:07.560 our transition customer saying the TOU is the best rate for their household. So 01:39:07.560 --> 01:39:13.804 again, we've seen some good increases in that proclivity. 01:39:13.829 --> 01:39:17.679 Yeah, our best rate for a household 01:39:17.679 --> 01:39:20.814 with the default pilot customers versus general 01:39:20.826 --> 01:39:23.449 residential is 34% TOU best versus only 01:39:23.449 --> 01:39:27.905 12% who naturally say that within the general 01:39:27.917 --> 01:39:33.260 population. So 3 to 1. And many fewer pilot customers, 01:39:33.260 --> 01:39:37.343 Barbara said, being not sure about which rate 01:39:37.355 --> 01:39:41.360 is best. Our favorability, SCE favorability, 01:39:41.360 --> 01:39:44.613 we thought might deteriorate a little bit. 01:39:44.625 --> 01:39:47.510 Just the same for pilot customers who 01:39:47.510 --> 01:39:51.113 experienced the rate versus general residential 01:39:51.125 --> 01:39:54.739 customers who are mostly still on tiered rates. 01:39:54.739 --> 01:39:57.870 We asked four items in the choice of rates 01:39:57.882 --> 01:40:01.099 and one's rates are available, choices that 01:40:01.099 --> 01:40:04.452 best suits your needs, and I'll give you a 01:40:04.464 --> 01:40:07.829 default versus general, 69 versus 40. Rate 01:40:07.829 --> 01:40:11.342 plans are available. It could help you save 01:40:11.354 --> 01:40:14.719 money. 66 versus 48. Rate plans available 01:40:14.719 --> 01:40:18.239 give you more control of your bill. 61 versus 01:40:18.251 --> 01:40:21.630 41. And you can choose to change your plan. 01:40:21.630 --> 01:40:25.630 66 versus 43. So they've absorbed a lot of 01:40:25.642 --> 01:40:29.840 these concepts by having been on the default 01:40:29.840 --> 01:40:36.918 pilot and having that direct experience. 01:40:41.500 --> 01:40:45.525 Okay. And then regarding action, the last one. So 01:40:45.550 --> 01:40:47.298 are they shifting, reducing, are they shifting 01:40:47.310 --> 01:40:49.070 away from 4 to 9 and sustaining that behavior? 01:40:49.070 --> 01:40:52.205 And that's something that we're gonna be continuing 01:40:52.217 --> 01:40:54.880 to look at as well. So the best indications 01:40:54.880 --> 01:40:57.921 we have of that so far are really from our 01:40:57.933 --> 01:41:01.270 pilot, and we saw that folks who had intended 01:41:01.270 --> 01:41:04.034 to shift and said at the beginning of the pilot 01:41:04.046 --> 01:41:06.590 did, in fact, take some behavior shifts. So 01:41:06.590 --> 01:41:10.397 in our pilot research, I think it was 50% 01:41:10.409 --> 01:41:14.410 said that they shifted, did shift away from 01:41:14.410 --> 01:41:17.742 4 to 9 on a regular basis, and what we asked what 01:41:17.754 --> 01:41:20.830 they were doing most often was shifting doing 01:41:20.830 --> 01:41:23.650 laundry or running the dishwasher. The DB5 01:41:23.662 --> 01:41:26.230 results are much more specific on what 01:41:26.230 --> 01:41:29.105 they're actually doing, now that we're kind of 01:41:29.117 --> 01:41:31.820 into the default. And our SDG&E poll survey 01:41:31.820 --> 01:41:33.701 will be also looking at that. Now that we're 01:41:33.713 --> 01:41:35.479 getting away from the summer, we're gonna 01:41:35.479 --> 01:41:38.396 be serving those folks, like I mentioned, that 01:41:38.408 --> 01:41:41.150 transitioned in the spring and finding out, 01:41:41.150 --> 01:41:43.336 like, what actions they have done over the summer 01:41:43.348 --> 01:41:45.239 and what they've sustained. I'm gonna turn 01:41:45.239 --> 01:41:47.584 it to Alex for the DB5 results. 01:41:47.609 --> 01:41:51.670 So again, the DB5 results are reflective of all 01:41:51.670 --> 01:41:54.489 SDG&E customers, not just the transition 01:41:54.501 --> 01:41:57.540 customers. And we've studied their peak use 01:41:57.540 --> 01:41:59.881 behaviors before and after the transitions 01:41:59.893 --> 01:42:02.300 in January and July, which was about midway 01:42:02.300 --> 01:42:05.133 through, and what we saw with some really 01:42:05.145 --> 01:42:08.329 strong results in shifting their energy usage, 01:42:08.329 --> 01:42:11.147 things like pre cooling their homes, saved 01:42:11.159 --> 01:42:14.449 watching TV till after 9 p.m, finding alternative 01:42:14.449 --> 01:42:17.365 low energy activities during the 4 to 9 PM time 01:42:17.377 --> 01:42:20.670 period. All of those activities went up significantly 01:42:20.670 --> 01:42:24.302 from January to July. What was especially 01:42:24.314 --> 01:42:28.219 notable is that we saw people reporting that 01:42:28.219 --> 01:42:30.078 they were taking those actions all the time. 01:42:30.090 --> 01:42:31.960 And what we're really looking for with these 01:42:31.960 --> 01:42:34.517 campaigns is sustained behavior changes, not 01:42:34.529 --> 01:42:37.040 just one time, so that's sort of a positive 01:42:37.040 --> 01:42:49.059 indicator that people are changing their behaviors or making a habit out of it. 01:42:49.059 --> 01:42:53.838 Terms of PG&E, soPG&E's transitioned 01:42:53.850 --> 01:42:58.469 customers in our default pilot. There are indications 01:42:58.469 --> 01:43:01.377 of reducing or shifting during peak hours 01:43:01.389 --> 01:43:04.449 and also have sustained behavior. So if you 01:43:04.449 --> 01:43:07.316 compare again the transitioned customer to our 01:43:07.328 --> 01:43:09.900 general residential customers, if you ask 01:43:09.900 --> 01:43:13.644 our general residential customers as a result 01:43:13.656 --> 01:43:16.840 of rate changes are you doing anything 01:43:16.840 --> 01:43:19.184 differently lately? It's a very small amount 01:43:19.196 --> 01:43:21.499 of the population raise their hands and say 01:43:21.499 --> 01:43:24.905 Yes, around 8% actually saying right now I'm 01:43:24.917 --> 01:43:28.260 taking actions because of changes in rates. 01:43:28.260 --> 01:43:32.536 But if we go over to the transitioned customer 01:43:32.548 --> 01:43:37.019 in our D4 pilot, what we saw was a 600% increase 01:43:37.019 --> 01:43:40.962 in people actually taking action. So we saw 01:43:40.974 --> 01:43:44.929 50% of that transitioned population, saying 01:43:44.929 --> 01:43:48.673 I shifted or I reduced my energy use as a 01:43:48.685 --> 01:43:52.440 result of my rate itself. So we were very 01:43:52.440 --> 01:43:55.645 happy to see those movements, and in terms 01:43:55.657 --> 01:43:58.949 off what people were actually doing when we 01:43:58.949 --> 01:44:03.323 asked them specifically, we saw that the most 01:44:03.335 --> 01:44:07.340 frequent action taken was 87% saying that 01:44:07.340 --> 01:44:12.315 they were avoiding doing laundry, 78% avoiding using 01:44:12.327 --> 01:44:16.749 the dishwasher, and then followed by adjusting 01:44:16.749 --> 01:44:20.462 my heating and adjusting my AC. And what we 01:44:20.474 --> 01:44:24.030 were also pleased to see, but this is one 01:44:24.030 --> 01:44:26.495 of those results that we will keep our eye 01:44:26.507 --> 01:44:29.099 on in the future as we transition customers, 01:44:29.099 --> 01:44:34.010 is that sustaining. So over the last two waves 01:44:34.022 --> 01:44:38.630 of our default pilot, we did see sustaining 01:44:38.630 --> 01:44:41.603 of actions during those last two waves. So 01:44:41.615 --> 01:44:44.530 that is something that, as we go into the 01:44:44.530 --> 01:44:47.223 full transition at the end of next year, we will 01:44:47.235 --> 01:44:49.829 be looking not only to the actions being taken 01:44:49.829 --> 01:44:53.492 but also the sustaining off those actions. 01:44:53.517 --> 01:44:56.559 Our results were similar to Barbara's. 01:44:56.559 --> 01:45:01.829 We're about three and 1\/2 to 1 when you compare the default pilot customers who 01:45:01.829 --> 01:45:05.051 say they made changes, and interestingly, it's 01:45:05.063 --> 01:45:08.090 split evenly between whether they said they 01:45:08.090 --> 01:45:12.173 reduced or shifted primarily. So about half 01:45:12.185 --> 01:45:16.280 and half, but 41% versus 12% in our general 01:45:16.280 --> 01:45:21.091 survey who say they're taking actions based on 01:45:21.103 --> 01:45:25.619 some kind of rate related response. So onto 01:45:25.619 --> 01:45:29.740 our final slide, and I'm sure you're happy 01:45:29.752 --> 01:45:33.789 about that. The next steps.What you, what 01:45:33.789 --> 01:45:36.526 you just heard over the last few minutes is 01:45:36.538 --> 01:45:39.349 essentially a mid year to date update on the 01:45:39.349 --> 01:45:43.357 research results. We are just on the brink 01:45:43.369 --> 01:45:47.389 of even more exciting and more fully up to 01:45:47.389 --> 01:45:50.827 date results with the January and Q1 coming. 01:45:50.839 --> 01:45:54.289 What you've heard several times about is the 01:45:54.289 --> 01:45:57.767 Ipsos statewide evaluation survey, which began 01:45:57.779 --> 01:46:01.120 as a baseline in 2018. But the second Year 2 01:46:01.120 --> 01:46:03.706 wave is happening now, and the real value 01:46:03.718 --> 01:46:06.440 of that is it's going to be able to help us 01:46:06.440 --> 01:46:10.199 understand not just San Diego's statewide versus 01:46:10.211 --> 01:46:13.520 local marketing advertising effectiveness. 01:46:13.520 --> 01:46:19.260 But it's also evaluating the same things for us in our other territories, 01:46:19.260 --> 01:46:23.325 PG&E and SCE. We all contributed what campaigns 01:46:23.337 --> 01:46:27.159 were going on throughout the summer and just 01:46:27.159 --> 01:46:30.922 prior to the survey period to determine what 01:46:30.934 --> 01:46:34.960 contribution each one of those is making versus 01:46:34.960 --> 01:46:38.448 the DDB statewide effort. So we're holding 01:46:38.460 --> 01:46:41.960 our breath and excited to see what happens 01:46:41.960 --> 01:46:44.980 there. There are two EUC related studies 01:46:44.992 --> 01:46:48.320 that will also add value to what's happening 01:46:48.320 --> 01:46:52.245 in customer attitudes and opinions and experiences 01:46:52.257 --> 01:46:55.730 with media and behavior change. We have more 01:46:55.730 --> 01:46:58.532 recent IOU ME&O know trackers, this time all 01:46:58.544 --> 01:47:01.420 then using the same methodology and virtually 01:47:01.420 --> 01:47:05.959 the same time period. October, November 2019. 01:47:05.971 --> 01:47:09.929 Just recently, Barbara and Jenna shared 01:47:09.929 --> 01:47:13.259 some of their results earlier. Or Eric, I can't 01:47:13.271 --> 01:47:17.170 remember which one. Of their Waves Six tracker. We have 01:47:17.170 --> 01:47:20.301 a Wave 8 that's just about to be reported later 01:47:20.313 --> 01:47:23.260 this month. So all of that will be available 01:47:23.260 --> 01:47:26.273 in early January for that next working group 01:47:26.285 --> 01:47:29.579 meetings, as well as more on San Diego's ongoing 01:47:29.579 --> 01:47:38.229 transition survey as new waves of customers are brought into the process. 01:47:38.229 --> 01:47:43.681 I just want to thank the research leads for 01:47:43.693 --> 01:47:48.760 doing a lot of work and Peggy for putting together 01:47:48.760 --> 01:47:51.348 this presentation. There's a appendix which 01:47:51.360 --> 01:47:54.019 is quite long, and I think it's worth a look 01:47:54.019 --> 01:47:56.173 about all the work that has been done in this 01:47:56.185 --> 01:47:58.210 area because we have really been trying to 01:47:58.210 --> 01:48:00.759 understand this for a while, and I appreciate 01:48:00.771 --> 01:48:03.110 you guys going through all the surveys to 01:48:03.110 --> 01:48:15.225 come up with these insights. Are there any questions for the panel? 01:48:15.250 --> 01:48:19.679 Dave Peck from President 01:48:19.679 --> 01:48:23.866 Batjer's Office. A couple things. Can you talk 01:48:23.878 --> 01:48:27.809 a little bit more about the Ipsos research? 01:48:27.809 --> 01:48:30.371 It seems like it would be hard. It sounds 01:48:30.383 --> 01:48:33.019 like the majority of all this research are 01:48:33.019 --> 01:48:35.561 surveys. And, it seems like it would be 01:48:35.573 --> 01:48:38.519 hard for a customer, like an SDG&E customer 01:48:38.519 --> 01:48:42.436 that's gone through the the whole campaign, 01:48:42.448 --> 01:48:46.019 the ME&O campaign, to parse out what is 01:48:46.019 --> 01:48:50.929 a statewide message and what is an SDG&E message? Can you explain a little bit 01:48:50.929 --> 01:48:57.809 how they try to differentiate that in the surveys? 01:48:57.834 --> 01:49:02.530 So we have a couple 01:49:02.530 --> 01:49:05.348 folks from Ipsos here and put him on the spot 01:49:05.360 --> 01:49:08.190 to just kind of explain how the survey works. 01:49:08.190 --> 01:49:11.223 Awesome. Thanks. 01:49:11.248 --> 01:49:15.969 Hi. This is Lucy from Ipsos. 01:49:15.981 --> 01:49:20.321 So the way we handle the, the way we prompt 01:49:20.320 --> 01:49:24.657 respondents is we show them unbranded images. 01:49:24.669 --> 01:49:28.640 So if you saw image out of home or on the 01:49:28.640 --> 01:49:30.700 TV, you would see these images from the ads. 01:49:30.712 --> 01:49:32.599 Then people say I remember seeing the ad 01:49:32.599 --> 01:49:36.032 or I don't. And then what brand is it for. 01:49:36.044 --> 01:49:39.409 So on our our side, it isn't as important 01:49:39.409 --> 01:49:42.034 if they remember the ad is for SDG&E or it's 01:49:42.046 --> 01:49:44.449 a statewide campaign. What we're looking 01:49:44.449 --> 01:49:46.562 at is how much is the advertising breaking 01:49:46.574 --> 01:49:48.749 through and then impacting other results in 01:49:48.749 --> 01:49:58.565 the other KPIs that we want to see be moving into survey. 01:50:00.350 --> 01:50:04.489 So the Ipsos research isn't 01:50:04.489 --> 01:50:13.719 necessarily going to say one one mode of the ME&O was more effective 01:50:13.719 --> 01:50:23.770 than the other. It's just gonna say, was the ME&O effective together. 01:50:23.795 --> 01:50:27.120 Hi. So the way 01:50:27.120 --> 01:50:29.943 the research is set up is we will be seeing at 01:50:29.955 --> 01:50:32.790 each individual advertising how it's affecting 01:50:32.790 --> 01:50:35.888 the overall campaign, so we can look statewide, 01:50:35.900 --> 01:50:38.880 you know, local utilities what they're doing. 01:50:38.880 --> 01:50:43.670 And then also, overall campaign effectiveness, so it's both. 01:50:43.695 --> 01:50:47.440 You can differentiate what they say they recall 01:50:47.440 --> 01:50:49.946 seeing and how their rating those, like, the 01:50:49.958 --> 01:50:52.420 metrics that Lucy said. So we'll see, okay, 01:50:52.420 --> 01:50:54.961 if there was movement, then you look back and 01:50:54.973 --> 01:50:57.249 say, OK, this particular person recalled 01:50:57.249 --> 01:51:02.522 seeing this piece and that piece, and you can tease it out that way. 01:51:02.547 --> 01:51:04.280 Okay. And then 01:51:04.280 --> 01:51:08.050 the DB5. Is that a report that was provided 01:51:08.062 --> 01:51:11.157 to everybody? I get a lot of stuff. 01:51:11.182 --> 01:51:13.449 Yes, the 01:51:13.449 --> 01:51:16.758 DB5 is shared out of that working group. 01:51:16.783 --> 01:51:20.309 Okay, great. And then, so looking at the 01:51:20.309 --> 01:51:25.949 next steps again, a lot of these are, all of these actually, are surveys, 01:51:25.949 --> 01:51:29.234 I assume there's other research in terms of, 01:51:29.246 --> 01:51:32.249 like, load impacts and other things. Now 01:51:32.249 --> 01:51:36.290 would the load impact study, is that the only 01:51:36.302 --> 01:51:40.179 kind of rates related study you're gonna be 01:51:40.179 --> 01:51:46.646 doing in terms of the TOU and the transition? 01:51:46.671 --> 01:51:52.550 In terms, well, what we represent are the 01:51:52.550 --> 01:51:55.105 studies that are done from a customer point 01:51:55.117 --> 01:51:57.800 of view in terms of the ones that we ask them 01:51:57.800 --> 01:52:01.004 certain questions. The load impact surveys are 01:52:01.016 --> 01:52:03.959 obviously independent of that, but I think 01:52:03.959 --> 01:52:06.913 in terms of the load impacts. What you can 01:52:06.925 --> 01:52:09.890 clearly see is that we're seeing customers 01:52:09.890 --> 01:52:13.618 reporting behavior changes. So that's what we 01:52:13.630 --> 01:52:17.369 bring to the party in terms of our particular 01:52:17.369 --> 01:52:20.927 surveys. So all of us are seeing customers claiming 01:52:20.939 --> 01:52:23.959 to reduce or lower and then the load impact 01:52:23.959 --> 01:52:26.836 will be able to compare those results to what 01:52:26.848 --> 01:52:29.800 the customers have claimed that they are doing 01:52:29.800 --> 01:52:32.119 because it seems like this is all very 01:52:32.131 --> 01:52:34.730 important. But we also need to look at what are the bills 01:52:34.730 --> 01:52:39.258 savings. What are the issues that Melissa 01:52:39.270 --> 01:52:43.269 brought up? Is there any issues with 01:52:43.269 --> 01:52:46.297 revenue? I'm not, I haven't seen any data that 01:52:46.309 --> 01:52:49.219 I've seen, specifically, that shows there is 01:52:49.219 --> 01:52:53.027 shortfall. So would that be coming out in the 01:52:53.039 --> 01:52:56.610 load impact studies, and if so, when would 01:52:56.610 --> 01:52:57.982 that be happening? 01:52:58.007 --> 01:52:59.950 I think we'll be related to 01:52:59.962 --> 01:53:02.099 that, but more likely to come through analysis 01:53:02.099 --> 01:53:06.011 that Eva's pricing implementation team does 01:53:06.023 --> 01:53:09.590 for us or Andre on the regulatory side. 01:53:09.590 --> 01:53:15.773 And when would that be coming up? 01:53:15.798 --> 01:53:22.350 Well, I can only speak to the, this is Eva, by the 01:53:22.350 --> 01:53:24.423 way. I can only speak to the load impact studies, 01:53:24.435 --> 01:53:26.519 and I will say that we are planning on continuing 01:53:26.519 --> 01:53:29.958 to measure the impacts of TOU moving forward. 01:53:29.970 --> 01:53:33.120 As far as the revenue shortfall piece and 01:53:33.120 --> 01:53:37.443 measuring that I would defer to Andre on that one. 01:53:37.468 --> 01:53:40.580 Andre Ramirez. As far as the pilot, 01:53:40.580 --> 01:53:43.524 we're continuing to track that stuff. The revenue 01:53:43.536 --> 01:53:46.079 shortfalls are tracked in the PRR reports. 01:53:46.079 --> 01:53:48.742 Going forward, I think it might be difficult 01:53:48.754 --> 01:53:51.429 to measure, because when we do a lot of load 01:53:51.429 --> 01:53:53.284 impacts, traditionally, what we're doing is 01:53:53.296 --> 01:53:55.079 we have a control set. When we're doing a 01:53:55.079 --> 01:53:59.280 roll out, we're not creating a control set, it's no longer the pilot anymore, 01:53:59.280 --> 01:54:02.388 so I'll have to think about how we actually 01:54:02.400 --> 01:54:05.590 do that going forward. But yeah, we can talk 01:54:05.590 --> 01:54:08.617 about those things with energy division about how we do that. 01:54:08.642 --> 01:54:10.960 Well, just be helpful, like going forward, to 01:54:10.960 --> 01:54:14.749 add, in addition to all this research, the 01:54:14.761 --> 01:54:18.650 research that's also gonna be done in terms 01:54:18.650 --> 01:54:22.421 of determining the dollars and cents and the 01:54:22.433 --> 01:54:26.300 costs and benefits and adding that is whether 01:54:26.300 --> 01:54:28.578 that's happening in the load impact study, 01:54:28.590 --> 01:54:30.880 whether it's happening some other vehicle, 01:54:30.880 --> 01:54:33.578 just be helpful because I think Commissioners 01:54:33.590 --> 01:54:35.710 are going to wanna hear about both. 01:54:35.735 --> 01:54:37.320 Yes, yeah, yeah, 01:54:37.320 --> 01:54:40.478 and similar to your comment earlier, we did do 01:54:40.490 --> 01:54:43.929 some analysis, I think, on what cost savings would 01:54:43.929 --> 01:54:46.148 be on a system. Those were in applications, but those are 01:54:46.160 --> 01:54:48.199 of course stale by now because they were a year ago, 01:54:48.199 --> 01:54:51.041 so we can talk about revisiting that stuff. 01:54:51.066 --> 01:54:54.400 I knw for SDG&E, that's all happening. 01:54:54.400 --> 01:54:56.911 We have load, you know, load impact analysis 01:54:56.923 --> 01:54:59.389 underway already, and bill impact. As April 01:54:59.389 --> 01:55:01.775 mentioned earlier, we need a year's worth 01:55:01.787 --> 01:55:04.300 of data to really have good analysis behind 01:55:04.300 --> 01:55:10.015 it, and we'll be sharing all that, I'm sure, in Spring or after it's completed. 01:55:10.040 --> 01:55:11.920 Okay, great, 01:55:11.920 --> 01:55:15.099 then just, this presentation is really helpful, 01:55:15.111 --> 01:55:17.969 but would make it even better is there's a 01:55:17.969 --> 01:55:26.059 lot of data points. You're saying 50% increase in certain places and good to 01:55:26.059 --> 01:55:31.620 have the cites to what specific report you're referring to. 01:55:31.645 --> 01:55:34.679 There's an appendix which is 01:55:34.679 --> 01:55:37.455 Yeah, I'm not sure it's all of them, 01:55:37.467 --> 01:55:39.920 but I mean, it would be just something. And 01:55:39.920 --> 01:55:42.925 then the most important question is Wendell 01:55:42.937 --> 01:55:45.679 gonna be touring into PG&E and Edison's 01:55:45.679 --> 01:55:48.459 Territory? 01:55:48.484 --> 01:55:50.563 Making a guest appearance? 01:55:50.588 --> 01:55:53.964 So I can speak for that. 01:55:53.976 --> 01:55:56.800 We're gonna create our own Wendell 01:55:56.800 --> 01:55:59.623 equivalent campaign. We've made a lot of investment 01:55:59.635 --> 01:56:02.469 in clean energy that's attached to the SoCal Edison 01:56:02.469 --> 01:56:05.189 brand. And so we think that there's there's 01:56:05.201 --> 01:56:07.499 a way to capitalize on that momentum 01:56:07.499 --> 01:56:09.753 that's been developed with that. So rather 01:56:09.765 --> 01:56:12.190 than introducing Wendell in our market, we're 01:56:12.190 --> 01:56:15.354 gonna leverage that and move forward. 01:56:15.379 --> 01:56:17.201 What about P G and E? 01:56:17.226 --> 01:56:19.630 Dave? So you'll be hearing 01:56:19.630 --> 01:56:25.402 much more about this from me, after lunch, but for 01:56:25.414 --> 01:56:30.630 now I can kind of simply say that we're still 01:56:30.630 --> 01:56:33.253 evaluating different creative possibilities 01:56:33.265 --> 01:56:35.780 for how we're going to message transition 01:56:35.780 --> 01:56:38.908 to TOU and how we take our rate options' 01:56:38.920 --> 01:56:42.289 success and kind of take customers along to 01:56:42.289 --> 01:56:45.121 the new messaging. So whether that is Wendell 01:56:45.133 --> 01:56:47.730 Campaign or something that might resonate 01:56:47.730 --> 01:56:52.962 better with our customers. We're still evaluating what that might be. 01:56:52.987 --> 01:56:56.400 Thank you for teeing up some of our afternoon 01:56:56.400 --> 01:57:03.340 presentations, Dave. PG&E is going to be presenting on their edits to there ME&O 01:57:03.340 --> 01:57:05.575 strategy. And we're also going to hear 01:57:05.587 --> 01:57:08.130 some load impact results from the default 01:57:08.130 --> 01:57:10.934 pilot. But I think now it's lunchtime. 01:57:10.959 --> 01:57:14.550 Yes, it's lunchtime. Actually, I was going to ask, 01:57:14.550 --> 01:57:18.123 we're 15 minutes behind the schedule. Should 01:57:18.135 --> 01:57:21.719 we start at 130? I just wanna make sure that 01:57:21.719 --> 01:57:27.606 in case people have flights to catch. Is that okay? 01:57:27.618 --> 01:57:32.949 No. Okay, so we'll keep it in time. 115. Sorry 01:57:32.949 --> 01:57:35.227 about the short lunch. 01:57:35.252 --> 01:57:36.954 Eat quickly. 01:57:36.979 --> 01:57:42.060 We'll be back at 130, 115 folks on the on the phone. 01:57:42.060 --> 01:57:47.239 Thank you, guys.