WEBVTT
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Welcome to the first Low
Income Oversight Board meeting
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of 2021, although
I'm sure it still feels
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a little bit like 2020 to a lot of us.
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It's great to be here.
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This is a different,
very important format
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of the meeting for us here today.
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We're gonna have a
number of great guests,
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important presentations.
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I think there'll be time to discuss them
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throughout the meeting.
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But, as far as welcome and
introductions to the first item,
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I think all I'll say is I
was reading through
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some of the materials for this meeting,
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and it made me search back
to the history of the Board.
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And I realized this is the 20th year
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of the Low Income
Oversight Board's existence,
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which I didn't realize
until a couple of days ago.
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And so, with that, on that note,
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all I can say is I hope
that at the end of this year,
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we have an event in person,
much like the one we had
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in San Ysidro at that middle school,
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with that wonderful
mariachi band and taquero
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Mr. Castaneda brought for us.
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'Cause I think that would
just reflect all the progress
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that we want to see
come out of this year.
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So with that, before we
go to full introductions
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of all the members of the
Board, I wanted to see first
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if the Commissioner, and
then Vice Chair Stamas,
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have any opening remarks as well.
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So, Commissioner, back to you.
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Yes. Thank you.
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Good morning, everyone.
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Thank you, Chair Delgado-Olson,
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my fellow Low Income
Oversight Board members,
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and also I have my colleague,
Commissioner Darcie Houck,
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who are here today for
our first quarterly meeting.
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I do anticipate that President Batjer,
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and also Commissioners
Guzman Aceves and Rechtschaffen,
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anticipate joining us later.
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Also our Executive Director
Rachel Peterson as well.
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So, first, I would like to introduce
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my new Energy Advisor, Cheryl Wynn.
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Cheryl replaced Mary Claire Brown,
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who is now an advisor to our
new Commissioner Darcie Houck.
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And Cheryl came from the same team
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as Gillian in the Energy Division,
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where Cheryl led the Energy Efficiency
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Third-Party Program Solicitation Process
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as a senior regulatory analyst,
and before joining the CPUC,
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Cheryl managed Utility
Residential Energy
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Efficiency programs at
Southern California Edison.
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I would also like to introduce
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our Attorney Liaison supporting
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the Low Income Oversight
Board, Galen Lemei.
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Before Galen joined
the CPUC last summer,
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he was an attorney for the
California Energy Commission
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and served as the Attorney Liaison
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for the Disadvantaged
Communities Advisory Group.
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Galen has asked me to remind all of us,
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all of the Board members
that your Form 700s are due.
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They are due by April 1st, 2021.
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You should have received a reminder
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from him by email yesterday afternoon.
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And you can contact him
directly if you have any questions.
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So we want to make sure
everyone completes that form
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and does it by the
deadline and just reach out
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to Galen if you have any questions.
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Now, turning to the agenda.
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The focus of today's meeting is to hear
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from the energy and water utilities
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on their transition plans in
anticipation of the moratorium
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on disconnections
expiring on June 30th, 2021.
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As we'll recall, the
Commission extended utility
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customer protection measures
to June 30th, in response
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to the ongoing economic
impacts of the COVID 19 pandemic,
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which as Chairman
Delgado-Olson indicated,
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that hopefully towards the
end of this calendar year,
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we can actually celebrate in
person 20 years of the LIOB.
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But meanwhile, we still
have a pandemic to deal with.
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The emergency protections
preserved essential services
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to Californians through
this unprecedented crisis.
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And as we do emerge from the pandemic,
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we do not intend for customers to face
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their outstanding utility
bill arrearages alone.
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Today, the utilities
will present their plans
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to provide effective
communications during the transition
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to help customers anticipate in managing
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their energy and water bills.
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Comments on the utility plans are due
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from the Low Income
Oversight Board by March 19th.
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Based on that feedback from the Board
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and the Commission staff, the utilities
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will finalize and submit their plans
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via advice letters to
the CPUC by April 1st.
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Any comments, and any
protest, to the advice letters
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will then be due by April 21st, 2021.
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I do want to thank my colleagues here
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in the Low Income Oversight
Board for providing this venue
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for the public to hear
about these draft plans
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and leveraging your expertise
and insight to offer feedback
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on the utilities marketing, education,
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and outreach strategies to ensure
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communications to
customers are effective
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and reach the most vulnerable customers.
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I do want to thank our Low
Income Oversight Board
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Staff Coordinator, Gillian
Weaver, for your remarkable work
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facilitating the review
of the utilities plans
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for the Board and
organizing this meeting.
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Now, before I turn it back over
to you, Chair Delgado-Olson,
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I would like to see if
Commissioner Houck
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would like to say a few remarks.
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Thank you,
Commissioner Shiroma.
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I wanted to thank Chair
Delgado-Olson and Vice Chair Stamas
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and all of the Low
Income Oversight Board
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for hosting this very
important meeting today,
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and welcoming the
Commissioners to the virtual dais.
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I also want to recognize
the work that you've done,
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Commissioner Shiroma,
in taking the leadership
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on dealing with the
customer relief measures
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during the pandemic.
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I'm looking forward to
hearing presentations
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from the energy and
water utilities today,
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and the feedback from the Board,
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I'm very interested to hear
what the Board has to say.
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And again, I'm honored to be here
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and looking forward to the meeting.
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All right. Thank you.
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All right, back to you, Chairman.
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Certainly, thank
you, Commissioner.
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And Vice Chair Stamas, did you have
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any opening remarks as well?
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Just briefly I just wanted
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to thank the Commission, the utilities,
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and the Board for managing this,
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for the intentionality of this process
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and for managing this
transition (speaking faintly)
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and I'm looking forward
to the conversation.
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Very good.
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Now we'll go ahead and we'll proceed
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with introductions of
colleagues on the Board.
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I have to admit, it's
always a little awkward,
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'cause all the checkers are
sort of structured differently.
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So forgive me for having
to call on everyone.
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But one idea for future
meetings that I'll just plug,
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Gillian, if we could set up
on the PowerPoint, the roster,
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and that way people could
just introduce themselves
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in the future in the
order of their name.
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It might be a little easier
and less awkward for me.
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But with that, Jeff,
you're the first person
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I see on my screen.
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Great. Awesome.
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Great, thanks. Can
everyone hear me okay?
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Hopefully my bandwidth is okay here.
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But yeah, thank you,
Benito and the Board.
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I represent the water utilities,
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as the water utility representative.
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And I appreciate the
PUC's continued interest
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in both protecting our customers' access
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to clean and reliable drinking water
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and also the stability of the utility.
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So, I'm looking forward to hearing
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from the energy and water
utilities today on their plans.
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Thanks.
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Thank you.
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Jessica.
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And if folks would
mute yourselves
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until Benito calls on you.
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That's one of those things about WebEx.
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We have to mute ourselves
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or else there's a lot
of background noise.
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Thank you.
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Yes, hi, good
morning, everyone.
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My name is Jessica Lim.
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I work at Southern California Edison.
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And I am on the Board representing
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the electric and gas utilities.
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And I'm very much looking forward
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to our important topics
that we have to tee up today,
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as Commissioner Shiroma
has already teed up,
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as far as our transition plans
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with the emergency consumer protections.
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So we have some
good information to share
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that we'll have good dialogue as well.
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So, thank you
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Lisa Castilone.
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Good morning, everybody.
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Lisa Castilone from Grid Alternatives.
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I sit on the Board.
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And I'm very thankful
to be a part of this.
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As being from the Inland Empire
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and working with tribal nations,
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these conversations are impacting
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a lot of people in my region.
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So, I'm very thankful
to be a part of this.
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Thank you.
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Lourdes Medina.
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Buenos dais. Good morning.
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As public member of this Board now
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and launching my third year,
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it is very much a privilege and an honor
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to serve my community and
my California in such a matter.
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I really appreciate being on this Board.
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And everything that I've learned
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and all the tools and information
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that have been possible to
help us during this pandemic,
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and also to help our
community of mothers,
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of fathers, of children,
who have to always
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find that challenge of how are we gonna
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pay our utilities at
the end of the month.
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With the increasing costs of life
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and the constant battle of employers
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not wanting to do a living wage,
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our Board is very important.
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I take this job very seriously.
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And I am an organizer and
I am a community member
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that is very active in the community.
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And I take this, even
at 3:00 in the morning,
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reading this is very important to me.
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I want to say, I appreciate
everybody's work here.
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And I especially
appreciate how much better
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the reporting is coming from our IOUs.
00:11:23.230 --> 00:11:24.450
I take this very serious,
00:11:24.450 --> 00:11:27.570
and I take this with
a big responsibility,
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looking forward for
our children's future,
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and also for taking
care of our environment.
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And on this week that we celebrate
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the international Women's Day,
00:11:39.070 --> 00:11:40.710
commemorating all those women that have
00:11:40.710 --> 00:11:44.010
always given of their
lives, the professional,
00:11:44.010 --> 00:11:47.600
the homemaker, the
teachers and the educators,
00:11:47.600 --> 00:11:49.150
who have always been there for us.
00:11:49.150 --> 00:11:50.450
I thank you for this time.
00:11:53.170 --> 00:11:54.690
Thank you, Lourdes.
00:11:54.690 --> 00:11:55.563
Jason Wimbley.
00:11:59.710 --> 00:12:00.760
Good morning, everyone.
00:12:00.760 --> 00:12:03.240
Jason Wimbley, I work
with the Department
00:12:03.240 --> 00:12:05.320
of Community Services and Development.
00:12:05.320 --> 00:12:08.700
We administer the Low Income
Home Energy Assistance Program,
00:12:08.700 --> 00:12:11.230
and I serve as a member to the Board.
00:12:11.230 --> 00:12:13.970
I find a great pleasure to be here today
00:12:13.970 --> 00:12:16.650
and look forward to
hearing the presentations
00:12:16.650 --> 00:12:21.210
on the customer transition
plans that's been formulated
00:12:21.210 --> 00:12:26.210
by both our state and the state
water and utility companies.
00:12:30.180 --> 00:12:31.013
Pat Watts.
00:12:34.669 --> 00:12:36.210
Good morning, everyone.
00:12:36.210 --> 00:12:37.190
My name is Pat Watts.
00:12:37.190 --> 00:12:40.640
I am the President and
CEO of FCI Management.
00:12:40.640 --> 00:12:43.030
It's really my privilege
to sit on this Board
00:12:43.030 --> 00:12:45.080
representing the private contractors
00:12:45.080 --> 00:12:47.870
who support the ESA
network and the other
00:12:47.870 --> 00:12:51.410
low-income programs
throughout California.
00:12:51.410 --> 00:12:55.123
We are all really
dedicated to supporting,
00:12:58.090 --> 00:13:00.500
ensuring that actually
our low income community
00:13:00.500 --> 00:13:02.430
receives all of the opportunities
00:13:02.430 --> 00:13:06.470
of energy efficiency,
weatherization programs.
00:13:06.470 --> 00:13:08.040
Many of these businesses are small
00:13:08.040 --> 00:13:09.300
and minority owned businesses,
00:13:09.300 --> 00:13:11.850
and we have all faced
our challenges this year,
00:13:11.850 --> 00:13:13.810
but we continue to rise to the occasion.
00:13:13.810 --> 00:13:15.450
So I am pleased to be here,
00:13:15.450 --> 00:13:18.850
to listen to the utilities
programs and plans,
00:13:18.850 --> 00:13:21.067
to help all of these customers.
00:13:21.067 --> 00:13:22.820
And we are here to
stand by and make sure
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that those get implemented
00:13:27.590 --> 00:13:28.423
Paul Irvin.
00:13:31.530 --> 00:13:32.760
Good morning. I'm Paul Irvin.
00:13:32.760 --> 00:13:33.800
I'm a public member.
00:13:33.800 --> 00:13:35.400
I'm the Executive Housing Director
00:13:35.400 --> 00:13:38.970
for the North Fork Rancheria
Indian Housing Authority.
00:13:38.970 --> 00:13:42.070
I also look forward to
today's presentations
00:13:42.070 --> 00:13:44.220
and the transitions.
00:13:44.220 --> 00:13:45.053
Thank you.
00:13:46.708 --> 00:13:47.858
And Robert Castaneda.
00:13:52.530 --> 00:13:53.690
Yeah. Good morning.
00:13:53.690 --> 00:13:54.970
I'm Robert Castaneda.
00:13:54.970 --> 00:13:59.880
I represent nonprofits,
predominantly with human services,
00:13:59.880 --> 00:14:01.610
targeting agricultural workers
00:14:01.610 --> 00:14:03.800
and farm workers across California.
00:14:03.800 --> 00:14:06.481
I sit on several Boards,
including this one.
00:14:06.481 --> 00:14:10.037
But I'm very excited
about this meeting today.
00:14:10.037 --> 00:14:11.230
I've been in public service,
00:14:11.230 --> 00:14:14.237
in and out, for almost 30 years.
00:14:14.237 --> 00:14:16.870
I think that we've reached a pinnacle
00:14:16.870 --> 00:14:19.170
in the state of California and
across the country, frankly,
00:14:19.170 --> 00:14:21.640
in what we're dealing
with with the pandemic,
00:14:21.640 --> 00:14:23.140
this impact on people,
00:14:23.140 --> 00:14:26.130
especially in communities
that we represent.
00:14:26.130 --> 00:14:30.500
And not only provide
information to the Commission
00:14:30.500 --> 00:14:33.510
vis-a-vis advice, but also advocacy,
00:14:33.510 --> 00:14:36.150
given the fact that we're in a position
00:14:36.150 --> 00:14:38.260
to give our communities a voice.
00:14:38.260 --> 00:14:40.630
So, having said that, I look forward
00:14:40.630 --> 00:14:43.860
to a very robust and
informative discussion.
00:14:43.860 --> 00:14:45.210
I want to thank the utilities
00:14:45.210 --> 00:14:47.520
for their hard work
and their thoughtfulness
00:14:47.520 --> 00:14:49.630
in putting together with their plans.
00:14:49.630 --> 00:14:52.190
I think that given that I've had
00:14:52.190 --> 00:14:54.320
and research that's been conducted,
00:14:54.320 --> 00:14:57.614
we might have some welcome additions
00:14:57.614 --> 00:15:00.570
to helping people in
this state or in this period.
00:15:00.570 --> 00:15:04.153
So, having said that,
thank you very much.
00:15:06.390 --> 00:15:08.090
Okay. That should be everyone.
00:15:08.090 --> 00:15:10.416
Did I miss anyone?
00:15:10.416 --> 00:15:12.240
If people turn their screen on and off,
00:15:12.240 --> 00:15:16.160
all the checkers and
positions move, so. (chuckling)
00:15:16.160 --> 00:15:19.040
Anybody get missed? Okay, wonderful.
00:15:19.040 --> 00:15:22.740
So we're gonna move on to
item two, which is the approval
00:15:22.740 --> 00:15:25.433
of the December 10th,
2020, LIOB minutes.
00:15:25.433 --> 00:15:26.913
It's an action item.
00:15:28.460 --> 00:15:30.680
Any questions, comments, or discussion
00:15:30.680 --> 00:15:32.983
about the minutes from
the December meeting?
00:15:37.360 --> 00:15:38.193
Okay.
00:15:39.146 --> 00:15:41.130
If there's no comments or discussion,
00:15:41.130 --> 00:15:43.280
is there a motion to adopt the minutes?
00:15:43.280 --> 00:15:45.270
So moved, Medina.
00:15:45.270 --> 00:15:47.033
Okay, motion by Lourdes.
00:15:48.313 --> 00:15:49.607
Is there a second?
00:15:50.562 --> 00:15:52.518
Second. Second, Watts.
00:15:52.518 --> 00:15:54.213
Second, Pat Watts.
00:15:54.213 --> 00:15:56.713
Gillian, do we have to
call the roll for this one?
00:15:57.920 --> 00:16:01.645
I think we could just
vote on consensus.
00:16:01.645 --> 00:16:03.200
We've confirmed everyone's here.
00:16:03.200 --> 00:16:05.773
So are there any opposed?
00:16:08.180 --> 00:16:09.600
No.
00:16:09.600 --> 00:16:10.900
All right. All in favor?
00:16:12.252 --> 00:16:16.523
Aye.
00:16:18.591 --> 00:16:20.253
All right. Great.
00:16:21.150 --> 00:16:22.093
Okay, great.
00:16:22.941 --> 00:16:27.260
The next item is item
three, which is the election
00:16:27.260 --> 00:16:29.570
of the LIOB chair and vice chair.
00:16:29.570 --> 00:16:32.850
And it says here Kapil
will be running this item.
00:16:39.620 --> 00:16:43.790
I think that Alison
LaBonte, Kapil's supervisor,
00:16:43.790 --> 00:16:47.233
is actually gonna step in for this.
00:16:49.100 --> 00:16:52.770
If, I don't know if
you can see this slide,
00:16:52.770 --> 00:16:57.270
if the slide could be
advanced to item three,
00:16:57.270 --> 00:17:02.270
the Board elections.
00:17:03.880 --> 00:17:05.730
Move ahead to the next slide, please.
00:17:16.010 --> 00:17:18.363
Gillian, just on this.
Mm hm?
00:17:19.360 --> 00:17:21.380
I have
people on the phone,
00:17:21.380 --> 00:17:22.540
for the Spanish translation.
00:17:22.540 --> 00:17:24.069
Mm hm.
00:17:24.069 --> 00:17:27.880
And the feedback
from the English to the Spanish
00:17:27.880 --> 00:17:30.820
is causing a lot of confusion.
00:17:30.820 --> 00:17:34.438
So if the translator
could only put her audio,
00:17:34.438 --> 00:17:36.360
that would be better.
00:17:36.360 --> 00:17:39.023
Okay. Thank you for that.
00:17:43.230 --> 00:17:44.180
We'll work on that.
00:17:53.427 --> 00:17:58.427
So, Gillian, am I
introducing this slide?
00:18:00.660 --> 00:18:03.350
Yes. I'm sorry
for the confusion.
00:18:03.350 --> 00:18:08.350
Okay, Article Six of the
LIOB Charter states the officers,
00:18:09.360 --> 00:18:13.070
and the LIOB has a
chair and a vice chair,
00:18:13.070 --> 00:18:14.810
both of whom are members of the Board
00:18:14.810 --> 00:18:18.100
and will be elected to
serve the term of one year.
00:18:18.100 --> 00:18:21.230
They must then be reelected.
00:18:21.230 --> 00:18:23.729
That officer continues to hold office
00:18:23.729 --> 00:18:26.743
until a successor has been elected.
00:18:28.245 --> 00:18:31.210
The duties are listed as well.
00:18:31.210 --> 00:18:36.210
I don't believe that I need
to read the duties statement.
00:18:36.633 --> 00:18:41.199
And this agenda item is regarding
00:18:41.199 --> 00:18:44.313
the chair and vice chair election.
00:18:47.990 --> 00:18:49.250
Thank you, Alison.
00:18:49.250 --> 00:18:50.670
Are there any nominations
00:18:50.670 --> 00:18:53.303
for Board chair or vice chair?
00:18:56.930 --> 00:18:57.763
Yes.
00:18:59.121 --> 00:19:02.933
If we were all together in person,
00:19:04.047 --> 00:19:08.610
a caucus could have
occurred to say, who would like
00:19:08.610 --> 00:19:12.950
to nominate Benito
Delgado-Olson for another term?
00:19:12.950 --> 00:19:14.513
But I'll take that privilege.
00:19:15.990 --> 00:19:19.030
So, I guess I would
like to nominate Benito
00:19:19.030 --> 00:19:22.650
for another term as the Low
Income Oversight Board chair.
00:19:22.650 --> 00:19:26.780
He has served on the LIOB since 2015,
00:19:26.780 --> 00:19:30.560
and as our chair since 2019.
00:19:30.560 --> 00:19:34.260
And under his leadership, the
LIOB has been able to provide
00:19:34.260 --> 00:19:38.661
input to the CPUC, giving
us an opportunity to consider
00:19:38.661 --> 00:19:42.520
the LIOB's recommendations earlier,
00:19:42.520 --> 00:19:44.893
in our current use of proceeding,
00:19:44.893 --> 00:19:48.380
creating a greater opportunity
for the Board's influence
00:19:48.380 --> 00:19:51.600
on our low income energy programs.
00:19:51.600 --> 00:19:54.910
Additionally, Benito's leadership for us
00:19:54.910 --> 00:19:57.260
has been able to serve as a venue
00:19:57.260 --> 00:19:59.410
for the investor-owned utilities
00:19:59.410 --> 00:20:03.740
to keep the public and this
Board informed of their PSPS,
00:20:04.590 --> 00:20:08.273
or public safety power shut-off
customer support efforts.
00:20:09.210 --> 00:20:12.040
Benito by day serves
as the Executive Director
00:20:12.040 --> 00:20:16.564
of SupplyBank, a
non-profit at supplybank.org,
00:20:16.564 --> 00:20:20.710
a non-profit operating
in a food bank model,
00:20:20.710 --> 00:20:25.010
but for supplies to address
unmet material needs,
00:20:25.010 --> 00:20:29.100
things like backpacks,
diapers, and so forth,
00:20:29.100 --> 00:20:33.019
that many of us don't even realize,
00:20:33.019 --> 00:20:36.293
there are a lot of people,
as Lourdes outlined too,
00:20:36.293 --> 00:20:40.530
that have barriers to health,
education, and employment,
00:20:40.530 --> 00:20:44.011
for lack of some of the
basic kinds of things you need
00:20:44.011 --> 00:20:46.263
to forge pathways out of poverty.
00:20:47.400 --> 00:20:49.283
So I'm nominating Benito.
00:20:55.650 --> 00:20:57.283
Are there any other nominations?
00:21:01.457 --> 00:21:04.030
I would like to
second that nomination.
00:21:04.030 --> 00:21:04.863
Okay.
00:21:10.730 --> 00:21:12.763
I think we can close the nominations.
00:21:14.546 --> 00:21:16.833
And we can do a vote.
00:21:21.420 --> 00:21:22.790
All right.
00:21:22.790 --> 00:21:27.103
So just to reiterate, the
nominations are for Board chair.
00:21:28.580 --> 00:21:31.126
Did you also say vice
chair or just Board chair?
00:21:31.126 --> 00:21:31.959
Doing just the
chair and then after--
00:21:31.959 --> 00:21:35.250
Chair?
We can do vice chair, mm hm.
00:21:35.250 --> 00:21:36.450
All right. Understood.
00:21:37.386 --> 00:21:38.219
All right.
00:21:39.210 --> 00:21:44.210
So, I will just call a vote
and go through the roster.
00:21:49.980 --> 00:21:54.620
Sorry, I'm also having
the same screen issues.
00:21:54.620 --> 00:21:56.719
Board Member Castaneda?
00:21:56.719 --> 00:21:58.259
Aye.
00:21:58.259 --> 00:21:59.859
All right, Board Member Linam?
00:22:01.479 --> 00:22:02.430
Aye.
00:22:02.430 --> 00:22:04.143
Board Member Wimbley?
00:22:05.215 --> 00:22:07.110
Aye.
00:22:07.110 --> 00:22:08.293
Board Member Lim?
00:22:09.840 --> 00:22:10.673
Aye.
00:22:11.529 --> 00:22:13.743
Board Member Medina?
00:22:14.815 --> 00:22:16.060
Aye.
00:22:16.060 --> 00:22:17.453
Board Member Irvin?
00:22:18.323 --> 00:22:20.020
Aye.
00:22:20.020 --> 00:22:22.316
Board Member Castilone?
00:22:22.316 --> 00:22:23.330
Aye.
00:22:23.330 --> 00:22:24.923
Board Member Watts?
00:22:26.149 --> 00:22:27.149
Aye.
00:22:28.000 --> 00:22:29.833
Board Member Delgado-Olson?
00:22:32.440 --> 00:22:33.808
Don't know if you can vote.
00:22:33.808 --> 00:22:36.363
Aye.
And Board Member Stamas?
00:22:37.365 --> 00:22:38.198
Aye.
00:22:39.482 --> 00:22:40.315
All right.
00:22:40.315 --> 00:22:41.910
Oh, don't forget me.
00:22:41.910 --> 00:22:44.638
And Commissioner Shiroma?
00:22:44.638 --> 00:22:45.737
Aye.
00:22:45.737 --> 00:22:48.070
(chuckling)
00:22:49.610 --> 00:22:51.023
All right, so,
00:22:52.720 --> 00:22:54.770
all affirmative.
00:22:54.770 --> 00:22:58.453
Do we have any
nominations for vice chair?
00:23:05.570 --> 00:23:06.860
Again, Board members,
00:23:06.860 --> 00:23:11.120
I'm gonna take the
privilege of putting forth
00:23:11.120 --> 00:23:16.120
Maria Stamas for another
term as our vice chair.
00:23:17.296 --> 00:23:21.830
Maria has served on the LIOB since 2018,
00:23:21.830 --> 00:23:24.123
as vice chair since 2019.
00:23:25.045 --> 00:23:28.997
Maria serves on the Natural
Resources Defense Council
00:23:28.997 --> 00:23:32.952
Director of Climate Equity, for their,
00:23:32.952 --> 00:23:36.950
and can folks mute
themselves, thank you,
00:23:36.950 --> 00:23:40.360
for their American
Cities Climate Challenge.
00:23:40.360 --> 00:23:42.540
And in this role, she advances
00:23:42.540 --> 00:23:45.450
equitable climate policy solutions
00:23:45.450 --> 00:23:48.040
at the intersection of
economic development,
00:23:48.040 --> 00:23:50.633
public health, and affordable housing.
00:23:51.640 --> 00:23:55.910
So I'm putting forth Maria
for another term as vice chair.
00:23:55.910 --> 00:23:56.743
Thank you.
00:24:01.240 --> 00:24:02.713
I'll second that motion.
00:24:10.707 --> 00:24:13.900
All right, any other
nominations or comments?
00:24:13.900 --> 00:24:17.463
Or otherwise I'll go to the vote.
00:24:21.370 --> 00:24:22.203
Okay.
00:24:24.137 --> 00:24:27.963
This is a vote for Maria
Stamas to be vice chair.
00:24:29.030 --> 00:24:30.083
Board member Wimbley?
00:24:32.668 --> 00:24:33.890
Aye.
00:24:33.890 --> 00:24:35.945
Board member Castaneda?
00:24:35.945 --> 00:24:36.830
Aye.
00:24:36.830 --> 00:24:38.373
Board Member Medina?
00:24:40.055 --> 00:24:41.410
Aye.
00:24:41.410 --> 00:24:42.553
Board Member Irvin?
00:24:43.465 --> 00:24:44.741
Aye.
00:24:44.741 --> 00:24:47.541
Board Member Castilone?
00:24:47.541 --> 00:24:48.870
Aye.
00:24:48.870 --> 00:24:49.820
Board Member Lim?
00:24:51.160 --> 00:24:52.600
Aye.
00:24:52.600 --> 00:24:53.723
Board Member Watts?
00:24:54.737 --> 00:24:55.570
Aye.
00:24:56.420 --> 00:24:57.513
Board Member Linam?
00:24:59.073 --> 00:24:59.906
Aye.
00:25:01.980 --> 00:25:03.843
Board Member Delgado-Olson?
00:25:04.835 --> 00:25:06.320
Aye.
00:25:06.320 --> 00:25:07.513
Commissioner Shiroma?
00:25:08.490 --> 00:25:09.700
Aye.
00:25:09.700 --> 00:25:11.043
And Board Member Stamas?
00:25:13.300 --> 00:25:14.133
Aye.
00:25:16.621 --> 00:25:17.621
All right.
00:25:19.177 --> 00:25:21.710
It will be noted that both
00:25:21.710 --> 00:25:26.590
Board Member Delgado-Olson
was approved as chair
00:25:26.590 --> 00:25:29.663
and Board Member Stamas
approved as vice chair.
00:25:31.180 --> 00:25:32.013
Thank you.
00:25:35.780 --> 00:25:37.920
Excellent. Thank you, Gillian.
00:25:37.920 --> 00:25:40.660
And then I'll be very brief.
00:25:40.660 --> 00:25:44.662
Just wanted to say thank
you to the Commissioner,
00:25:44.662 --> 00:25:48.639
Vice Chair Stamas, and all
of my colleagues on the Board,
00:25:48.639 --> 00:25:53.260
for their trust and
leadership for one more year.
00:25:53.260 --> 00:25:55.320
It's not taken lightly.
00:25:55.320 --> 00:25:59.270
And to really echo
Lourdes' opening comments,
00:25:59.270 --> 00:26:02.713
I understand the work
ahead is very important.
00:26:03.760 --> 00:26:07.963
But also, if I can just take
60 seconds for privilege.
00:26:08.925 --> 00:26:11.360
I've really appreciated
how much the Board
00:26:11.360 --> 00:26:14.400
has grown in the last
year and how much talent
00:26:14.400 --> 00:26:17.113
and dedication and
hard work there is here.
00:26:18.050 --> 00:26:21.840
Working on the Technical
Advisory Committee with Jason,
00:26:21.840 --> 00:26:23.672
I think we've made great strides
00:26:23.672 --> 00:26:25.663
for coordination with public agencies,
00:26:26.710 --> 00:26:30.233
on tribal issues with Paul
Irvin and Lisa Castilone,
00:26:30.233 --> 00:26:34.210
with the Commissioner's
Office's partnership and leadership.
00:26:34.210 --> 00:26:37.230
And really more engagement from the IOUs
00:26:37.230 --> 00:26:38.810
and working with contractors
00:26:38.810 --> 00:26:41.645
under Board Member Castaneda and Watts.
00:26:41.645 --> 00:26:44.230
It's really a privilege just
to work with all of you.
00:26:44.230 --> 00:26:46.660
I'm looking forward to one more year.
00:26:46.660 --> 00:26:48.710
But I also do understand that
00:26:49.950 --> 00:26:51.530
changes in leadership
over time are important
00:26:51.530 --> 00:26:54.383
to the health and
productivity of Boards as well.
00:26:55.302 --> 00:26:58.940
And so I'm hoping that
this 20th year is a good year,
00:26:58.940 --> 00:27:02.190
where we're coming
out of a difficult time
00:27:02.190 --> 00:27:03.870
and making difficult decisions,
00:27:03.870 --> 00:27:07.962
but also building the
foundation for what's next.
00:27:07.962 --> 00:27:11.070
So thank you all very
much, I really appreciate it.
00:27:12.150 --> 00:27:15.690
With that, I'd like to
move on to item four.
00:27:15.690 --> 00:27:17.670
Item four is public comments.
00:27:17.670 --> 00:27:20.610
Just as a reminder to those in queue,
00:27:20.610 --> 00:27:23.310
public comment is intended
to provide an opportunity
00:27:23.310 --> 00:27:26.510
for members of the public
who wish to address the Board
00:27:26.510 --> 00:27:29.400
on a topic that is not on the agenda.
00:27:29.400 --> 00:27:31.310
Members of the Board are not allowed
00:27:31.310 --> 00:27:35.510
to take any formal action
on an item not on the agenda.
00:27:35.510 --> 00:27:38.220
If possible, it is requested
that public comment
00:27:38.220 --> 00:27:41.313
be limited to two minutes per speaker.
00:27:42.220 --> 00:27:45.300
Before we start public comment,
Gillian, I am just curious,
00:27:45.300 --> 00:27:50.033
how many people are in queue
right now for public comment?
00:27:52.270 --> 00:27:53.480
Thank you.
00:27:53.480 --> 00:27:58.260
So, as a reminder, to request
to provide public comment,
00:27:58.260 --> 00:28:00.570
please use the raise hand feature.
00:28:00.570 --> 00:28:05.220
Right now I don't see any hands raised.
00:28:05.220 --> 00:28:09.860
But while people make
sure that they do that,
00:28:09.860 --> 00:28:13.610
I did just want to remind
everyone that this,
00:28:13.610 --> 00:28:17.070
the audio of this meeting is
being translated into Spanish,
00:28:17.070 --> 00:28:19.343
in real time, through
a separate phone line.
00:28:20.267 --> 00:28:23.910
So, please remember to speak clearly
00:28:23.910 --> 00:28:26.900
so that the interpreters
who are listening
00:28:26.900 --> 00:28:30.430
to the WebEx meeting
can translate into Spanish.
00:28:30.430 --> 00:28:33.800
And also, those on
the Spanish phone line
00:28:33.800 --> 00:28:37.520
do have the opportunity to
provide comment in Spanish.
00:28:37.520 --> 00:28:40.760
So, I'm going to take this moment
00:28:40.760 --> 00:28:43.720
to please ask the interpreters
00:28:43.720 --> 00:28:46.370
to please provide any Spanish callers
00:28:46.370 --> 00:28:48.723
the instructions on
how to public comment.
00:29:01.620 --> 00:29:03.550
And do we have
any public comment
00:29:03.550 --> 00:29:05.273
for items not on the agenda?
00:29:06.840 --> 00:29:09.593
I still do not
see any hands raised.
00:29:10.570 --> 00:29:13.150
I just want to confirm with IT Support
00:29:13.150 --> 00:29:17.223
that they also do not have
anyone who's requested to speak.
00:29:22.949 --> 00:29:24.110
I'm
not seeing anybody
00:29:24.110 --> 00:29:26.240
with their hand raised at this point.
00:29:26.240 --> 00:29:28.770
One reminder, call-in
users can raise their hand
00:29:28.770 --> 00:29:30.790
using the star-three function
00:29:30.790 --> 00:29:32.483
on the key pads of their phones.
00:29:38.740 --> 00:29:40.080
All right, and--
00:29:40.080 --> 00:29:45.080
Oh, and Gillian, there
is a slight delay for folks
00:29:45.800 --> 00:29:48.680
who are watching on the admin monitor.
00:29:48.680 --> 00:29:51.430
There's about a 20 second or so delay
00:29:52.340 --> 00:29:55.880
for people to hear the instructions.
00:29:55.880 --> 00:30:00.880
And by the way, we have
176 participants this morning.
00:30:03.900 --> 00:30:08.900
And that's really one
of the silver linings
00:30:09.120 --> 00:30:12.663
about holding meetings virtually.
00:30:12.663 --> 00:30:15.630
It gives the opportunity for more people
00:30:15.630 --> 00:30:18.823
to attend the meetings. (chuckling)
00:30:20.414 --> 00:30:22.563
We do welcome that.
00:30:23.942 --> 00:30:25.590
But I'll stop there and
see if anybody has
00:30:25.590 --> 00:30:29.373
raised their hands or
pressed the star feature.
00:30:39.400 --> 00:30:41.856
I don't think that there
is any public comment
00:30:41.856 --> 00:30:46.800
from the Spanish line, we
haven't seen a request to comment.
00:30:46.800 --> 00:30:51.800
And I do not see any
hands raised in WebEx.
00:30:57.730 --> 00:31:01.020
Okay. So I think we can move on.
00:31:01.020 --> 00:31:03.970
But there's no public comment
for items not on the agenda.
00:31:03.970 --> 00:31:04.803
Gillian?
Yes?
00:31:04.803 --> 00:31:06.640
Gillian, this is Lourdes.
00:31:06.640 --> 00:31:07.840
I'm sorry, I'm a pain in the butt,
00:31:07.840 --> 00:31:10.620
but I did press star-three,
00:31:10.620 --> 00:31:12.630
and I did not get
recognized on the phone.
00:31:12.630 --> 00:31:14.780
So, let's just make sure next time
00:31:14.780 --> 00:31:16.483
that that does work better.
00:31:18.210 --> 00:31:21.883
Okay, so star-one
is for the Spanish line.
00:31:23.400 --> 00:31:25.650
He said push star-three, yeah.
00:31:25.650 --> 00:31:29.770
Star-three is for if
you joined WebEx
00:31:29.770 --> 00:31:32.103
using phone audio in English.
00:31:32.103 --> 00:31:34.553
So, sorry for the confusion.
00:31:36.220 --> 00:31:41.220
So, again, star-one, if you
are on the Spanish phone line.
00:31:42.850 --> 00:31:45.580
And if you are listening
to WebEx in English
00:31:45.580 --> 00:31:48.473
from your phone, it's
star-three to make a comment.
00:31:55.210 --> 00:31:56.043
Okay.
00:31:56.043 --> 00:32:00.193
Are we okay to move on
then, Gillian, to the next item?
00:32:02.080 --> 00:32:04.940
I will triple
check, but I don't,
00:32:04.940 --> 00:32:08.190
I don't see anyone with
their hand raised, so I think so.
00:32:08.190 --> 00:32:09.277
Okay.
00:32:09.277 --> 00:32:13.060
Before we move on to
item five, Commissioner,
00:32:13.060 --> 00:32:15.230
I see another one of your
colleagues has joined us.
00:32:15.230 --> 00:32:17.180
Would you care to make an introduction?
00:32:19.400 --> 00:32:22.430
Yes, thank you.
Thank you, Chair.
00:32:22.430 --> 00:32:25.180
We are very privileged to be joined
00:32:25.180 --> 00:32:28.280
by our President Marybel Batjer.
00:32:28.280 --> 00:32:30.753
Thank you, Marybel,
for joining this morning.
00:32:31.610 --> 00:32:33.916
Thank you very much,
Commissioner Shiroma.
00:32:33.916 --> 00:32:34.749
I appreciate that.
00:32:34.749 --> 00:32:36.000
Thank you very much.
00:32:36.000 --> 00:32:39.840
Would you like to say a few words?
00:32:39.840 --> 00:32:41.500
First of all, I apologize
00:32:41.500 --> 00:32:43.630
for getting on a little
late this morning.
00:32:43.630 --> 00:32:45.760
It seems like the day
starts early and doesn't,
00:32:45.760 --> 00:32:47.450
it just keeps on going.
00:32:47.450 --> 00:32:49.010
So thank you all.
00:32:49.010 --> 00:32:52.440
This is an important session
that we're having today.
00:32:52.440 --> 00:32:54.130
I'm very much looking forward to hearing
00:32:54.130 --> 00:32:57.000
from the IOUs and from all of you
00:32:57.000 --> 00:33:00.180
who are going to be
commenting on public comment.
00:33:00.180 --> 00:33:03.180
So, I just look forward
to the engagement.
00:33:03.180 --> 00:33:05.570
So, thank you for allowing
me to be a part of this.
00:33:05.570 --> 00:33:06.403
Thank you.
00:33:09.682 --> 00:33:11.260
Okay. Thank you.
00:33:11.260 --> 00:33:13.550
All right, back to you, Benito.
00:33:13.550 --> 00:33:16.008
Okay. Thank you, Commissioner.
00:33:16.008 --> 00:33:21.008
So, before we move on
to item, or begin, item five
00:33:21.450 --> 00:33:24.040
for the transition plan presentation,
00:33:24.040 --> 00:33:26.430
beginning with four larger IOUs
00:33:26.430 --> 00:33:30.562
and then the small
municipal jurisdictional utilities,
00:33:30.562 --> 00:33:34.043
just a couple of
clarifications on formats.
00:33:34.900 --> 00:33:39.220
Both the IOUs and the
small jurisdictional utilities
00:33:39.220 --> 00:33:43.690
will have a representative
present on all their behalves.
00:33:43.690 --> 00:33:46.320
And then open it up for Q and A.
00:33:46.320 --> 00:33:50.380
They've all been asked to use
about 1/3 of the allotted time
00:33:50.380 --> 00:33:54.170
for the PowerPoint presentation
on their transition plans
00:33:54.170 --> 00:33:58.873
to allow 2/3 of the time
for questions and answers.
00:33:58.873 --> 00:34:00.640
At the conclusion of
their presentations,
00:34:00.640 --> 00:34:03.630
we're gonna pause and see if any
00:34:03.630 --> 00:34:05.210
of the Commissioner's
colleagues may have
00:34:05.210 --> 00:34:07.470
some clarifying questions
and then we'll proceed
00:34:07.470 --> 00:34:11.670
to Board members' questions
immediately thereafter.
00:34:11.670 --> 00:34:15.510
A couple of other things
that I thought I would note.
00:34:15.510 --> 00:34:18.960
The Board did have a
joint committee meeting
00:34:18.960 --> 00:34:22.930
about a week ago for
initial thoughts and reactions
00:34:22.930 --> 00:34:26.610
after the presentations are concluded.
00:34:26.610 --> 00:34:30.550
I'll just list out the very high level
00:34:30.550 --> 00:34:32.750
eight or so bullet points
of what those were,
00:34:32.750 --> 00:34:34.990
to refresh everyone's memory.
00:34:34.990 --> 00:34:36.440
But, I thank the IOUs in advance,
00:34:36.440 --> 00:34:37.830
in reading through their presentations,
00:34:37.830 --> 00:34:39.320
I see some of that feedback has already
00:34:39.320 --> 00:34:42.190
been taken into consideration
in their presentations.
00:34:42.190 --> 00:34:43.903
So appreciate it.
00:34:45.040 --> 00:34:47.360
And with that, I understand
the representative
00:34:47.360 --> 00:34:52.360
of the IOUs presenting our
first presentation this morning
00:34:53.190 --> 00:34:54.640
is from Southern California Edison.
00:34:54.640 --> 00:34:56.320
So I thought I would ask Jessica
00:34:56.320 --> 00:34:58.470
if she would care to
make the introduction.
00:35:00.278 --> 00:35:02.150
That's great.
Thank you so much.
00:35:02.150 --> 00:35:06.370
So, I will share that the
IOUs have proactively
00:35:06.370 --> 00:35:10.740
gotten together and put
together an integrated presentation
00:35:10.740 --> 00:35:14.530
in the interest of time, rather
than each individual ones.
00:35:14.530 --> 00:35:19.530
And so we'd like to
introduce our speaker shortly.
00:35:20.170 --> 00:35:21.950
Before that, just want to give everyone
00:35:21.950 --> 00:35:24.219
a run down of what to expect.
00:35:24.219 --> 00:35:28.568
We're going to have Eric Lee
from Southern California Edison
00:35:28.568 --> 00:35:33.568
present a short three
slide presentation to start.
00:35:33.980 --> 00:35:38.510
That is a integrated
view of all of the IOUs
00:35:38.510 --> 00:35:41.690
in terms of similarities
in our marketing,
00:35:41.690 --> 00:35:44.220
education, and outreach approach,
00:35:44.220 --> 00:35:47.650
beneficial programs
available to customers,
00:35:47.650 --> 00:35:50.590
and the alignment on
resumption of activities.
00:35:50.590 --> 00:35:53.230
And then we're gonna
go straight into PG&E,
00:35:53.230 --> 00:35:56.200
for them to highlight
a couple of slides.
00:35:56.200 --> 00:36:00.335
And then we will have Q
and A dedicated to PG&E.
00:36:00.335 --> 00:36:04.290
And then we'll have a
specific slide or two from SCE,
00:36:04.290 --> 00:36:06.859
and then we'll have Q and A for SCE.
00:36:06.859 --> 00:36:11.070
We'll then move on to
SDG&E and end with SoCalGas.
00:36:11.070 --> 00:36:14.620
So that's the overview
and what to expect.
00:36:14.620 --> 00:36:19.150
And we did try as much as
we could to incorporate, also,
00:36:19.150 --> 00:36:21.490
requests that we received
a couple of days ago,
00:36:21.490 --> 00:36:24.520
and we can also voice over as well
00:36:24.520 --> 00:36:26.460
and address in the Q and A.
00:36:26.460 --> 00:36:29.740
And so I would like to ask if
we can hold off on Q and A
00:36:29.740 --> 00:36:33.920
until we have each of the Q
and A sections for the IOUs.
00:36:33.920 --> 00:36:36.010
Thank you very much for
giving me the opportunity
00:36:36.010 --> 00:36:37.713
just to give a quick introduction.
00:36:39.580 --> 00:36:43.943
So, at this time I will
turn it over to Eric Lee.
00:36:46.090 --> 00:36:47.360
Hi, good morning, everyone.
00:36:47.360 --> 00:36:48.653
My name is Eric Lee.
00:36:49.780 --> 00:36:52.270
It's my privilege here to come and speak
00:36:52.270 --> 00:36:54.710
on behalf of the IOUs this morning.
00:36:54.710 --> 00:36:57.340
Really appreciate the opportunity.
00:36:57.340 --> 00:37:00.860
If you could move on to
the next slide for me, please.
00:37:00.860 --> 00:37:02.890
So, as Jessica mentioned,
00:37:02.890 --> 00:37:04.670
here's kind of a high-level agenda
00:37:04.670 --> 00:37:05.984
of what we're gonna go through.
00:37:05.984 --> 00:37:08.510
And there's gonna be specific slides
00:37:08.510 --> 00:37:11.733
and Q and A for each one
of the IOUs, in that order.
00:37:12.660 --> 00:37:15.300
I will also pause at
the end of every slide
00:37:15.300 --> 00:37:18.883
should there be any specific
questions on that slide,
00:37:18.883 --> 00:37:19.760
and we can kind of start addressing
00:37:19.760 --> 00:37:23.310
some of them at the beginning.
00:37:23.310 --> 00:37:25.920
In terms of the schedule
and the next steps,
00:37:25.920 --> 00:37:30.920
what we wanted to really
highlight here is the 19th,
00:37:30.960 --> 00:37:32.750
so that's next Friday, I believe,
00:37:32.750 --> 00:37:35.840
and that's the date that
we're asking and requesting
00:37:35.840 --> 00:37:38.850
that LIOB provide us
with their comments,
00:37:38.850 --> 00:37:42.000
given the opportunity
to kind of sneak in
00:37:42.000 --> 00:37:44.830
to the subcommittee
meeting from last week,
00:37:44.830 --> 00:37:46.740
I had heard something
along the lines of,
00:37:46.740 --> 00:37:48.130
there'll be something kind of in
00:37:48.130 --> 00:37:49.270
more formal written comments.
00:37:49.270 --> 00:37:51.140
So that's kind of the
date that we're hoping
00:37:51.140 --> 00:37:54.835
that you can give us to,
to get us that information,
00:37:54.835 --> 00:37:56.460
which would then give us just
00:37:56.460 --> 00:37:58.470
a little bit under two weeks, I believe,
00:37:58.470 --> 00:38:00.309
to kind of take a look and incorporate
00:38:00.309 --> 00:38:03.883
and put that into our
formal transition plans
00:38:03.883 --> 00:38:06.100
that would have to go out on April 1st.
00:38:06.100 --> 00:38:10.300
So it's, we understand it's a
time constraint on your end,
00:38:10.300 --> 00:38:11.930
but it's also a time constraint on ours.
00:38:11.930 --> 00:38:14.220
And so we're trying to compromise here
00:38:14.220 --> 00:38:17.643
and buy both of us some fair
amount of time to make sure
00:38:17.643 --> 00:38:20.193
that we can incorporate
whatever your thoughts are.
00:38:21.476 --> 00:38:26.130
Also at the end of our
agenda, or, sorry, our slide deck,
00:38:26.130 --> 00:38:28.640
we've also added an appendix.
00:38:28.640 --> 00:38:30.520
So, within that appendix we've provided
00:38:30.520 --> 00:38:32.750
a little bit more detailed information.
00:38:32.750 --> 00:38:35.470
That's also coming from what we heard
00:38:35.470 --> 00:38:36.820
in the subcommittee meeting.
00:38:36.820 --> 00:38:38.530
And so we wanted to
make sure that there was
00:38:38.530 --> 00:38:40.350
a little bit of additional
information there
00:38:40.350 --> 00:38:43.140
for those that would want to see it.
00:38:43.140 --> 00:38:45.540
Specifically, I think
it's worth pointing out
00:38:45.540 --> 00:38:49.345
that there's a new proceeding
that just came out recently,
00:38:49.345 --> 00:38:52.600
to address energy
utility customer bill debt
00:38:52.600 --> 00:38:55.470
accumulated during
the COVID-19 pandemic.
00:38:55.470 --> 00:38:56.760
That's quite a mouthful.
00:38:56.760 --> 00:38:59.800
So I'm just gonna start calling
that the pandemic debt OIR,
00:38:59.800 --> 00:39:02.119
if everyone's okay with that.
00:39:02.119 --> 00:39:05.630
And so that's expected to have a kind of
00:39:05.630 --> 00:39:07.190
a pretty compressed schedule,
00:39:07.190 --> 00:39:10.030
but a proposed decision
in maybe late May
00:39:10.030 --> 00:39:12.730
and then a final one
sometime around late June,
00:39:12.730 --> 00:39:15.320
just before the end of
emergency customer protections.
00:39:15.320 --> 00:39:17.210
So there's gonna be
some interplay there with,
00:39:17.210 --> 00:39:18.380
depending on what happens,
00:39:18.380 --> 00:39:20.890
and some potential
program or policy changes.
00:39:20.890 --> 00:39:24.720
And so we've included
that interplay in kind of
00:39:24.720 --> 00:39:27.760
a schedule format in the
first slide in the appendix,
00:39:27.760 --> 00:39:29.300
just so that everyone's aware.
00:39:29.300 --> 00:39:32.090
And recognize that even
though these advice letters
00:39:32.090 --> 00:39:35.011
go out on the 1st and
some of our marketing
00:39:35.011 --> 00:39:38.310
will start going out
as well following that,
00:39:38.310 --> 00:39:40.763
there might be some
some changes in the future.
00:39:42.296 --> 00:39:46.003
So if we can go on to
the next slide here, please.
00:39:47.870 --> 00:39:50.399
So this first slide, we
figured that everyone
00:39:50.399 --> 00:39:52.560
would really want to care about is,
00:39:52.560 --> 00:39:54.260
is the marketing, and education,
00:39:54.260 --> 00:39:57.867
and the outreach channels
that the IOUs are aligned on,
00:39:57.867 --> 00:40:01.231
and how we are gonna go
out and speak to the customers.
00:40:01.231 --> 00:40:04.340
On this left-hand box here,
what you're gonna see is,
00:40:04.340 --> 00:40:07.410
is here's the list of things
that we're gonna go and use,
00:40:07.410 --> 00:40:09.620
to specifically engage
customers regarding
00:40:09.620 --> 00:40:12.430
the end of emergency
customer protections.
00:40:12.430 --> 00:40:15.770
And the IOUs have
agreed to do that 60 days
00:40:15.770 --> 00:40:18.800
before the end of the
customer protection.
00:40:18.800 --> 00:40:22.474
So with the end being June
30th, this would back us into,
00:40:22.474 --> 00:40:26.760
at least before April
30th, we would start having
00:40:26.760 --> 00:40:28.963
this communication
go out to the customers.
00:40:29.890 --> 00:40:34.280
What you'll also notice is
that these channels on the left
00:40:34.280 --> 00:40:37.608
are able to hopefully be
a little bit more targeted.
00:40:37.608 --> 00:40:41.150
What the IOUs have
recognized is that it's good to have
00:40:41.150 --> 00:40:43.233
maybe a more targeted
approach to hit customers
00:40:43.233 --> 00:40:45.440
that are specifically in arrears
00:40:45.440 --> 00:40:47.583
that would benefit from understanding
00:40:47.583 --> 00:40:49.260
that these customer
protections are ending,
00:40:49.260 --> 00:40:53.660
rather than a very wide
kind of just blast going out.
00:40:53.660 --> 00:40:56.410
But that's not to say that there aren't
00:40:56.410 --> 00:40:58.970
ongoing and current
communications that are going out
00:40:58.970 --> 00:41:01.700
regarding just normal programs
00:41:01.700 --> 00:41:04.350
and then benefits and
things of that nature.
00:41:04.350 --> 00:41:07.430
And so what we've done
on the right-hand box here is
00:41:07.430 --> 00:41:11.530
we've included, here's what
also can be used to communicate
00:41:11.530 --> 00:41:15.070
in regarding to the benefit
programs that we'll talk
00:41:15.070 --> 00:41:17.320
a little bit more in
detail on the next slide,
00:41:17.320 --> 00:41:19.480
but here's what's going
out for the benefit programs.
00:41:19.480 --> 00:41:22.040
And all of these are being
used to go and communicate
00:41:22.040 --> 00:41:25.740
with customers in general,
but specifically for the end
00:41:25.740 --> 00:41:27.810
of emergency customer protections,
00:41:27.810 --> 00:41:30.498
we're using what's gonna
be in the left-hand box here
00:41:30.498 --> 00:41:34.460
to talk through and
connect with our customers.
00:41:34.460 --> 00:41:38.270
So we hope that this gives
the customers enough time
00:41:38.270 --> 00:41:41.330
to really evaluate and
understand their options
00:41:41.330 --> 00:41:43.493
and kind of strategize and figure out
00:41:43.493 --> 00:41:44.920
what their next step should be.
00:41:44.920 --> 00:41:48.930
And also to get in contact
with the IOUs if they need to
00:41:48.930 --> 00:41:50.910
or if they have questions,
if they want to discuss.
00:41:50.910 --> 00:41:54.173
So that's kind of the reminder there.
00:41:55.800 --> 00:41:58.710
So let me just kind of pause here
00:41:58.710 --> 00:42:00.170
and see if there's any questions
00:42:00.170 --> 00:42:04.683
or concerns here with that rationale?
00:42:12.736 --> 00:42:14.123
Yeah, this is Lourdes.
00:42:16.310 --> 00:42:19.630
Again, I have a couple of
people listening through Spanish.
00:42:19.630 --> 00:42:22.223
And I'm also doing the monitoring.
00:42:23.090 --> 00:42:25.530
And the translator may be
just reading what's on the slide
00:42:25.530 --> 00:42:28.433
would be more helpful for the
Spanish speaking community,
00:42:29.340 --> 00:42:32.590
versus what you, the
presenter, is saying,
00:42:32.590 --> 00:42:34.633
'cause she is not catching up.
00:42:36.001 --> 00:42:37.970
I understand.
That would be my advice.
00:42:37.970 --> 00:42:40.820
Sure, so not a problem at all.
00:42:40.820 --> 00:42:44.070
So in terms of
communications to the customer
00:42:44.070 --> 00:42:46.970
regarding the end of
emergency customer protections,
00:42:46.970 --> 00:42:51.510
the idea would be to
use our utility webpages,
00:42:51.510 --> 00:42:54.870
outbound emails, bill
onserts and messaging,
00:42:54.870 --> 00:42:59.870
any direct mail for
customers that we can identify.
00:43:01.130 --> 00:43:05.276
Community and faith based
organizations, so CBOs, and FBOs.
00:43:05.276 --> 00:43:08.000
The customer call center
should there be the need
00:43:08.000 --> 00:43:11.870
for outbound calls
and or interactive voice
00:43:11.870 --> 00:43:13.720
kind of recorded line messaging.
00:43:13.720 --> 00:43:16.561
And then to also work with our CCAs,
00:43:16.561 --> 00:43:19.910
the community choice aggregators.
00:43:19.910 --> 00:43:21.610
And other agencies as well,
00:43:21.610 --> 00:43:24.927
like the LIHEAP service providers.
00:43:24.927 --> 00:43:27.820
And so those are kind of
the avenues that we think
00:43:27.820 --> 00:43:31.640
we can communicate emergency
customer protections through.
00:43:31.640 --> 00:43:35.040
And then the additional examples of what
00:43:35.040 --> 00:43:38.261
some additional channels for outgoing,
00:43:38.261 --> 00:43:42.510
kind of just assistance
program, marketing in general,
00:43:42.510 --> 00:43:46.000
that would include newsletters, radios,
00:43:46.000 --> 00:43:50.010
any kind of digital advertising
or search marketing,
00:43:50.010 --> 00:43:51.720
and then social media.
00:43:51.720 --> 00:43:54.660
And so, I guess to maybe
expand on that a little bit,
00:43:54.660 --> 00:43:56.341
it makes a little bit of sense
00:43:56.341 --> 00:43:58.390
for when you want to do enrollments,
00:43:58.390 --> 00:44:00.660
that you go very broad and very wide
00:44:00.660 --> 00:44:03.220
to try to hit as many
customers as possible.
00:44:03.220 --> 00:44:05.870
In terms of kind of
maybe talking through
00:44:05.870 --> 00:44:08.260
emergency customer
protections, we're really wanting
00:44:08.260 --> 00:44:09.093
to target and try to hit the customers
00:44:09.093 --> 00:44:11.320
that are gonna most likely to benefit.
00:44:11.320 --> 00:44:13.100
So those that are in arrears,
00:44:13.100 --> 00:44:15.427
those that are behind on their bills,
00:44:15.427 --> 00:44:16.767
are the ones that
we're trying to target.
00:44:16.767 --> 00:44:19.230
And so that's why there's
kind of a differentiation here
00:44:19.230 --> 00:44:23.423
between maybe more targeted
or more broad outreach efforts.
00:44:24.500 --> 00:44:25.700
Say, Eric.
00:44:26.590 --> 00:44:27.423
It's Genevieve.
00:44:28.432 --> 00:44:29.880
Morning.
00:44:29.880 --> 00:44:30.713
Morning.
00:44:31.838 --> 00:44:34.110
If you could slow down a little bit
00:44:34.110 --> 00:44:35.890
for the translator, that'd be great.
00:44:35.890 --> 00:44:37.220
It's hard. (laughing)
00:44:37.220 --> 00:44:38.630
Absolutely. I
apologize for that.
00:44:38.630 --> 00:44:43.630
It seems I have the same
thing, I'm just rapid fire talking.
00:44:44.450 --> 00:44:49.450
Now, I may have
missed this, but have you,
00:44:49.550 --> 00:44:52.350
you're doing multiple languages.
00:44:52.350 --> 00:44:56.592
I know that the
investor-owned utilities,
00:44:56.592 --> 00:45:01.592
in their public safety power
shut-off communications,
00:45:02.504 --> 00:45:06.690
have multiple languages
that they have targeted
00:45:06.690 --> 00:45:09.650
in terms of an understanding
of their customer base
00:45:09.650 --> 00:45:10.800
and what have you.
00:45:10.800 --> 00:45:15.800
And so is there a similar
effort underway here
00:45:16.640 --> 00:45:18.500
in reaching out to the customer base?
00:45:18.500 --> 00:45:19.400
Yes, absolutely.
00:45:20.640 --> 00:45:23.130
I think off the top of
my head, I know Edison
00:45:23.130 --> 00:45:25.620
put out our fact sheets
in 15 different languages,
00:45:25.620 --> 00:45:27.210
and we're gonna continue to do the same
00:45:27.210 --> 00:45:31.623
for the end of customer
protections fact sheet and updates.
00:45:32.750 --> 00:45:34.480
And I believe all the
other IOUs are aligned
00:45:34.480 --> 00:45:36.540
and are doing very similar efforts.
00:45:36.540 --> 00:45:38.327
I don't know the exact
number for everybody else,
00:45:38.327 --> 00:45:39.713
but we're all plus minus.
00:45:45.387 --> 00:45:46.443
Thank you.
00:45:49.460 --> 00:45:50.293
Hello, Eric.
00:45:50.293 --> 00:45:52.993
This is Bob Castaneda, a Board member.
00:45:55.380 --> 00:45:58.863
I'd like to, just to take a second to,
00:46:00.334 --> 00:46:02.880
basically speak to some
of the lessons we learned
00:46:02.880 --> 00:46:05.270
with COVID outreach, especially with
00:46:05.270 --> 00:46:08.000
hard to reach communities
in agricultural regions,
00:46:08.000 --> 00:46:10.780
predominantly in the Central Valley,
00:46:10.780 --> 00:46:13.200
together with the Imperial
Valley and Coachella,
00:46:13.200 --> 00:46:17.560
which the utilities
have service territory in.
00:46:17.560 --> 00:46:21.670
Having said that, some of
the best things that we found
00:46:21.670 --> 00:46:23.390
is a lot of the person to person
00:46:23.390 --> 00:46:26.380
that creates the viral marketing
and the supportive message
00:46:26.380 --> 00:46:29.130
within the community to build trust.
00:46:29.130 --> 00:46:30.870
Having said that,
00:46:30.870 --> 00:46:35.030
we have the extensive
energy services network
00:46:35.030 --> 00:46:37.560
that are directly in customers' homes
00:46:37.560 --> 00:46:38.920
and have that credibility
00:46:38.920 --> 00:46:41.970
because they've been running
these programs for 20 years.
00:46:41.970 --> 00:46:45.570
So as I looked over
your list of activities,
00:46:45.570 --> 00:46:47.920
which I think is excellent, by the way,
00:46:47.920 --> 00:46:51.290
I think it can also be served by having
00:46:51.290 --> 00:46:53.740
a lot of the workforce
that we have in the field
00:46:53.740 --> 00:46:55.410
with the low-income energy program,
00:46:55.410 --> 00:46:59.250
that you folks administer,
as a primary carrier
00:46:59.250 --> 00:47:01.460
of the message so
they can develop the link
00:47:01.460 --> 00:47:04.410
between the household
and the utility, to go ahead,
00:47:04.410 --> 00:47:07.633
engage in the AMP and
other sort of support activities.
00:47:08.540 --> 00:47:12.290
So having said that, I'd
like to make that suggestion,
00:47:12.290 --> 00:47:15.200
that that's an available
resource that you could be using.
00:47:15.200 --> 00:47:16.033
Thank you.
00:47:17.160 --> 00:47:19.233
Thank you. I'll jot that down.
00:47:26.366 --> 00:47:29.061
Any more thoughts or comments
00:47:29.061 --> 00:47:31.700
before we move on to the next slide?
00:47:31.700 --> 00:47:33.110
Hi, Eric. This is
Jason Wimbley.
00:47:33.110 --> 00:47:37.653
Kind of tied to Bob's comment there.
00:47:41.150 --> 00:47:42.350
You're on mute, Jason.
00:47:44.503 --> 00:47:46.715
Sorry, is there a way that,
00:47:46.715 --> 00:47:50.370
I would imagine that,
for the transition plans,
00:47:50.370 --> 00:47:53.160
the marketing and the
education outreach budgets
00:47:53.160 --> 00:47:56.220
are gonna grow tremendously to undertake
00:47:56.220 --> 00:47:58.320
all of this critical
messaging and education
00:47:58.320 --> 00:48:00.956
that we need to deliver customers
00:48:00.956 --> 00:48:04.593
within this short timeframe.
00:48:06.160 --> 00:48:08.610
Is there a way that the
utilities can represent
00:48:08.610 --> 00:48:12.240
the type of deliberate
investments that they're making
00:48:12.240 --> 00:48:14.941
in those community based organizations,
00:48:14.941 --> 00:48:17.320
similar to what was done in the past
00:48:17.320 --> 00:48:18.960
with like capitation contracts
00:48:18.960 --> 00:48:20.799
and things of that nature?
00:48:20.799 --> 00:48:25.680
So that way it gives us
a better visual on the role
00:48:25.680 --> 00:48:27.390
that these types of organizations,
00:48:27.390 --> 00:48:29.770
that Board Member
Castaneda was referring to,
00:48:29.770 --> 00:48:33.410
are gonna be integrated
into this overall marketing
00:48:33.410 --> 00:48:36.987
and education strategy that
the utilities are laying out?
00:48:39.580 --> 00:48:40.660
Sure.
00:48:40.660 --> 00:48:43.380
So, I think we're
definitely all engaging
00:48:43.380 --> 00:48:46.933
with the community and
faith-based organizations.
00:48:48.140 --> 00:48:51.230
I don't know the exact
details for the other utilities,
00:48:51.230 --> 00:48:52.580
but at least I can speak on Edison,
00:48:52.580 --> 00:48:56.580
that we do have a large
number, I forget if it was,
00:48:56.580 --> 00:48:58.870
it's over 1,000 that I
know that we engage with.
00:48:58.870 --> 00:49:02.630
And then we also have
selected, I believe, like 30,
00:49:02.630 --> 00:49:07.017
that do even more
detailed dives into it,
00:49:07.017 --> 00:49:08.343
and there's like incentives
associated with that
00:49:08.343 --> 00:49:10.710
so that we're actually helping to fund
00:49:10.710 --> 00:49:11.850
some of these efforts.
00:49:11.850 --> 00:49:13.890
And so there's a breakdown there
00:49:13.890 --> 00:49:15.483
and definitely we can
share a little bit more
00:49:15.483 --> 00:49:18.640
about that in the final
transition plan that goes out
00:49:18.640 --> 00:49:21.210
so there's awareness across
the Board for what we're doing.
00:49:21.210 --> 00:49:22.847
Appreciate it. Thank you.
00:49:22.847 --> 00:49:23.680
You got it.
00:49:25.000 --> 00:49:27.540
Eric, this is Commissioner
Rechtschaffen.
00:49:29.250 --> 00:49:31.640
I appreciate your response
to Commissioner Shiroma
00:49:31.640 --> 00:49:36.640
about language concerns and outreach.
00:49:37.220 --> 00:49:40.920
I think this probably
goes well without saying,
00:49:40.920 --> 00:49:43.290
but I'm gonna say it nonetheless,
00:49:43.290 --> 00:49:48.160
that it's critical that in
these communications,
00:49:48.160 --> 00:49:51.230
the utility speak in plain simple,
00:49:51.230 --> 00:49:53.620
easy to understand language.
00:49:53.620 --> 00:49:57.680
Not talk about arrearages
or fancy debt management,
00:49:57.680 --> 00:50:02.680
but really simple, clear,
directions to people.
00:50:02.690 --> 00:50:06.060
There's a lot of information
people have had to absorb
00:50:06.060 --> 00:50:09.390
between unemployment,
COVID stimulus bills,
00:50:09.390 --> 00:50:12.283
our moratorium, the
utilities moratorium,
00:50:14.230 --> 00:50:16.370
eviction moratoriums, and so forth.
00:50:16.370 --> 00:50:18.630
And it's very confusing.
00:50:18.630 --> 00:50:22.780
So I really urge you to
take a double and triple look,
00:50:22.780 --> 00:50:27.660
all of the IOUs, to make
things as simple and easy,
00:50:27.660 --> 00:50:31.343
intuitive as possible,
in your communications.
00:50:32.520 --> 00:50:34.570
Understood. Thank
you for the feedback.
00:50:36.710 --> 00:50:38.600
Yeah, hi, this Robert
Castaneda again.
00:50:38.600 --> 00:50:43.393
I just want to, Cliff you
made a most important point.
00:50:44.700 --> 00:50:47.130
The objective here, I think, initially,
00:50:47.130 --> 00:50:51.350
with many, many of our
households is building something
00:50:51.350 --> 00:50:54.780
in Spanish we call (speaking
Spanish), which is trust.
00:50:54.780 --> 00:50:58.870
So, my sense is that, yes,
when you get too complicated
00:50:58.870 --> 00:51:01.560
or it looks like it's much more of a,
00:51:01.560 --> 00:51:04.790
sort of a bill collecting
or things of this nature,
00:51:04.790 --> 00:51:09.550
it has a tendency to
build in distrust and fear.
00:51:09.550 --> 00:51:12.410
So again, I think that, again,
00:51:12.410 --> 00:51:15.620
the more straightforward, user-friendly,
00:51:15.620 --> 00:51:18.400
you may want to run
a focus group or two.
00:51:18.400 --> 00:51:20.800
I know that we don't have a lot of time.
00:51:20.800 --> 00:51:23.540
But I think that there
are people on this Board
00:51:23.540 --> 00:51:26.860
that are uniquely
qualified to maybe address
00:51:26.860 --> 00:51:31.860
some user-friendly content,
as well as some graphics,
00:51:31.940 --> 00:51:33.690
that may be helpful.
00:51:33.690 --> 00:51:35.570
But I think that that's huge.
00:51:35.570 --> 00:51:37.450
Because two things
happen, is number one,
00:51:37.450 --> 00:51:39.610
we're not scaring people.
00:51:39.610 --> 00:51:42.180
And number two, we're creating a message
00:51:42.180 --> 00:51:44.810
that's more likely to be adhered to,
00:51:44.810 --> 00:51:46.003
if that makes sense.
00:51:48.920 --> 00:51:49.753
Chairman?
00:51:50.822 --> 00:51:51.940
And by the way, thank you, Robert.
00:51:51.940 --> 00:51:55.510
Chairman, we just heard from
Commissioner Rechtschaffen.
00:51:55.510 --> 00:51:56.343
Welcome.
00:51:56.343 --> 00:51:59.970
We also have Commissioner
Martha Guzman Aceves
00:51:59.970 --> 00:52:04.860
on the WebEx, and so I
just wanted to take a moment
00:52:04.860 --> 00:52:07.910
to see if either would
like to say a few words.
00:52:07.910 --> 00:52:08.873
It's up to you.
00:52:13.781 --> 00:52:15.689
Thank you, Commissioner
I--
00:52:15.689 --> 00:52:17.350
Go ahead, Cliff.
Go ahead, Martha.
00:52:17.350 --> 00:52:19.240
I just was gonna
say, I'm gonna wait
00:52:19.240 --> 00:52:21.240
until I hear the whole presentation,
00:52:21.240 --> 00:52:23.533
unless I missed it all already.
00:52:24.480 --> 00:52:25.613
Okay. Thank you.
00:52:27.260 --> 00:52:28.670
And in fact, folks, okay.
00:52:28.670 --> 00:52:33.670
So we are on our second
slide and it's almost 10 o'clock.
00:52:33.850 --> 00:52:37.827
So, we want to have commentary
and questions, absolutely.
00:52:37.827 --> 00:52:38.996
But Eric?
I just--
00:52:38.996 --> 00:52:41.233
Yes?
Commissioner Shiroma?
00:52:41.233 --> 00:52:42.830
Oh Cliff, Cliff.
00:52:42.830 --> 00:52:44.630
No, I don't have
much to say, but I just,
00:52:44.630 --> 00:52:49.630
I really appreciate having
the expertise of the LIOB here
00:52:52.040 --> 00:52:55.010
to help guide us on how the utility
00:52:55.010 --> 00:52:56.790
should develop these transition plans.
00:52:56.790 --> 00:53:00.360
As Robert just mentioned,
there's a lot of expertise
00:53:00.360 --> 00:53:04.340
in the body, and we really
want to ensure that the utilities
00:53:04.340 --> 00:53:06.450
communicate the plans
to customers in a way
00:53:06.450 --> 00:53:10.330
that's most helpful and
that there are no surprises.
00:53:10.330 --> 00:53:12.710
And obviously this is
part of a larger piece
00:53:12.710 --> 00:53:14.100
of efforts that we're working on,
00:53:14.100 --> 00:53:17.690
that we don't need to reiterate here.
00:53:17.690 --> 00:53:19.830
We have the protections in place.
00:53:19.830 --> 00:53:23.090
We've thought very long
and hard about how to do that.
00:53:23.090 --> 00:53:26.150
But we need to make
sure that the transition
00:53:26.150 --> 00:53:28.890
is not abrupt and painful and hurtful
00:53:28.890 --> 00:53:30.390
and all the hard work we've done
00:53:30.390 --> 00:53:34.340
to keep households afloat,
that doesn't go to waste.
00:53:34.340 --> 00:53:38.810
So this is a really
critical point of our effort,
00:53:38.810 --> 00:53:42.577
and I'm very glad to engage
the LIOB with their expertise.
00:53:45.210 --> 00:53:46.043
Thank you.
00:53:46.043 --> 00:53:46.993
Thank you. Wonderful.
00:53:49.040 --> 00:53:50.420
Sorry, I realize
we do need to go on.
00:53:50.420 --> 00:53:52.449
I just had a quick clarifying question.
00:53:52.449 --> 00:53:57.449
Is it certain that the protections
will end on June 30th?
00:53:57.660 --> 00:54:00.353
Or are there other processes
undergoing about that?
00:54:02.930 --> 00:54:06.790
So, Resolution
M4849 that extended
00:54:06.790 --> 00:54:09.180
the emergency customer
protections until June 30th
00:54:09.180 --> 00:54:11.614
also has a qualifier in there that says,
00:54:11.614 --> 00:54:15.960
it gives an option for the
Commission to extend that beyond,
00:54:15.960 --> 00:54:17.850
but it kind of leaves it at that.
00:54:17.850 --> 00:54:19.790
So right now we're just
using that assumption
00:54:19.790 --> 00:54:22.495
of June 30th as the
date, and we'll obviously
00:54:22.495 --> 00:54:25.781
work with whatever comes out after.
00:54:25.781 --> 00:54:27.983
Great. And just a
follow up comment.
00:54:27.983 --> 00:54:30.770
If communications
are going out April 30th,
00:54:30.770 --> 00:54:34.870
just being mindful of if
protections do extend beyond that,
00:54:34.870 --> 00:54:39.280
we're not creating, not
miscommunicating about that?
00:54:39.280 --> 00:54:40.330
Absolutely.
00:54:40.330 --> 00:54:42.530
So we're trying to find
out the best balance
00:54:42.530 --> 00:54:45.223
between giving the customers enough time
00:54:45.223 --> 00:54:47.590
and then also hopefully not giving them
00:54:47.590 --> 00:54:49.690
incorrect information as well.
00:54:49.690 --> 00:54:51.140
Okay, thank you.
00:54:51.140 --> 00:54:52.610
Thank you, Vice Chair Stamas.
00:54:52.610 --> 00:54:54.770
And then, Eric, just to echo
00:54:54.770 --> 00:54:55.700
Commissioner Shiroma's comments,
00:54:55.700 --> 00:54:57.660
you took the words out of my mouth,
00:54:57.660 --> 00:54:59.370
I appreciate you being willing to pause
00:54:59.370 --> 00:55:00.700
at every slide for questions,
00:55:00.700 --> 00:55:04.120
but it is 10 o'clock, and
we have limited time.
00:55:04.120 --> 00:55:06.810
So if we could proceed to
the end of the presentation
00:55:06.810 --> 00:55:10.240
and then open it up for Q
and A and broad discussion,
00:55:10.240 --> 00:55:12.590
I think that might make sure
that we have enough time
00:55:12.590 --> 00:55:15.440
so everybody can ask
questions they might have.
00:55:15.440 --> 00:55:17.020
Absolutely. I'm happy
to get off the hot seat.
00:55:17.020 --> 00:55:19.663
So, moving on to the next slide, please.
00:55:23.575 --> 00:55:26.850
So, on this slide, we
have the benefit programs,
00:55:26.850 --> 00:55:28.350
the list of benefit programs that are
00:55:28.350 --> 00:55:32.910
currently available to
all of our IOU customers.
00:55:32.910 --> 00:55:36.500
So given the audience
here, I'm not gonna go
00:55:36.500 --> 00:55:38.670
too much into detail
on the first couple,
00:55:38.670 --> 00:55:42.370
which is the California Alternate
Rates for Energy, CARE,
00:55:42.370 --> 00:55:45.050
and Family Electric Rate
Assistance Program, FERA.
00:55:45.050 --> 00:55:48.940
I'm assuming that there's
pretty broad knowledge of that.
00:55:48.940 --> 00:55:49.870
We will talk a little bit more
00:55:49.870 --> 00:55:51.330
about the next one,
the third bullet here
00:55:51.330 --> 00:55:53.773
which is the Medical Baseline program.
00:55:54.950 --> 00:55:57.220
So, like CARE and FERA, Medical Baseline
00:55:57.220 --> 00:55:58.910
has also had its verification
00:55:58.910 --> 00:56:02.100
and recertification requirements
temporarily suspended
00:56:02.100 --> 00:56:04.433
as a result of emergency
customer protections.
00:56:05.280 --> 00:56:07.780
What's gonna be a little bit
different about Medial Baseline
00:56:07.780 --> 00:56:09.870
is that that actually
requires a signature
00:56:09.870 --> 00:56:11.850
by a qualified medical professional
00:56:11.850 --> 00:56:14.210
and for the customer to
have a medical device.
00:56:14.210 --> 00:56:16.310
And so the IOUs
currently are all working
00:56:16.310 --> 00:56:20.140
or have completed the
ability to do e-signatures
00:56:20.140 --> 00:56:22.110
for Medical Baseline,
so that it makes it
00:56:22.110 --> 00:56:23.320
a little bit easier for the customers
00:56:23.320 --> 00:56:25.150
to go get their signatures
00:56:25.150 --> 00:56:27.490
from the qualified medical professional.
00:56:27.490 --> 00:56:29.050
And so those should all be out
00:56:29.050 --> 00:56:30.570
or will be coming out shortly.
00:56:30.570 --> 00:56:31.403
And they'll definitely be out
00:56:31.403 --> 00:56:34.244
before the end of emergency
customer protections.
00:56:34.244 --> 00:56:37.380
The other item for a Medical Baseline is
00:56:37.380 --> 00:56:40.540
that all the IOUs currently
have pending advice letters
00:56:40.540 --> 00:56:42.340
that talk about increasing and that.
00:56:42.340 --> 00:56:45.010
And so there's a
recognition that we do want
00:56:45.010 --> 00:56:47.900
to increase the number of
customers that are eligible
00:56:47.900 --> 00:56:52.060
or get outreach to them
to increase enrollment
00:56:53.670 --> 00:56:55.665
Eric, this is Marybel.
00:56:55.665 --> 00:56:56.498
Excuse me.
Sure.
00:56:56.498 --> 00:56:58.009
And I know time is short.
00:56:58.009 --> 00:57:00.113
I just want to ask a
quick question on this one.
00:57:00.113 --> 00:57:00.946
Absolutely.
00:57:00.946 --> 00:57:02.400
There are a whole lot of
folks in the Medical Baseline
00:57:02.400 --> 00:57:07.400
that don't have access to a
computer or to broadband.
00:57:08.020 --> 00:57:10.830
So is there a way that they can use
00:57:10.830 --> 00:57:13.710
the old fashioned
United States mail service
00:57:13.710 --> 00:57:16.500
to mail something to a doctor
00:57:16.500 --> 00:57:19.070
and have that doctor mail it back?
00:57:19.070 --> 00:57:19.990
Yeah, absolutely.
00:57:19.990 --> 00:57:20.880
This is an additional option.
00:57:20.880 --> 00:57:22.440
I think this would
necessitate them
00:57:22.440 --> 00:57:24.000
going into a doctor's office,
00:57:24.000 --> 00:57:26.000
which also is very difficult these days.
00:57:27.430 --> 00:57:29.875
Totally understand
and we hear you.
00:57:29.875 --> 00:57:34.120
So one, it's been suspended for now
00:57:34.120 --> 00:57:35.580
so that they don't have to,
00:57:35.580 --> 00:57:37.810
no customer has to go
and do that right now.
00:57:37.810 --> 00:57:41.450
And they can get on the
Medical Baseline program
00:57:41.450 --> 00:57:42.650
without having to do so.
00:57:43.830 --> 00:57:46.410
And then two, yes,
there's still the paper form
00:57:46.410 --> 00:57:47.590
that they're able to use.
00:57:47.590 --> 00:57:49.090
So this is just an additional,
00:57:49.090 --> 00:57:52.370
e-signature is an additional
option provided to customers,
00:57:52.370 --> 00:57:54.000
should they want to take that option.
00:57:54.000 --> 00:57:54.833
Thank you.
00:57:54.833 --> 00:57:56.400
Appreciate the clarification for those
00:57:56.400 --> 00:57:57.233
who are listening in.
00:57:57.233 --> 00:57:58.150
Thank you.
00:57:58.150 --> 00:57:58.983
Yep. Absolutely.
00:57:58.983 --> 00:58:01.263
Thank you for asking
and making me clarify.
00:58:02.430 --> 00:58:06.150
So, the next ones we'll go
through pretty quickly as well.
00:58:06.150 --> 00:58:10.735
So the Low Income Home Energy
Assistance Program, LIHEAP,
00:58:10.735 --> 00:58:15.182
we're gonna, we've all
committed to continue to work
00:58:15.182 --> 00:58:18.450
with our LIHEAP service providers
00:58:18.450 --> 00:58:20.380
to communicate the
latest available programs.
00:58:20.380 --> 00:58:23.030
And so recently all the
IOUs have done that
00:58:23.030 --> 00:58:25.228
with the Arrearage Management Plan.
00:58:25.228 --> 00:58:29.629
We've either given them like fact sheets
00:58:29.629 --> 00:58:33.260
or provided some kind of training option
00:58:33.260 --> 00:58:35.140
to our LIHEAP service providers.
00:58:35.140 --> 00:58:36.810
And then, so we're also, additionally,
00:58:36.810 --> 00:58:39.720
we're also working on a portal
00:58:39.720 --> 00:58:40.690
to make it a little bit easier
00:58:40.690 --> 00:58:44.380
for these LIHEAP service
providers to do online pledging.
00:58:44.380 --> 00:58:46.788
My understanding is that
previously it was all through,
00:58:46.788 --> 00:58:49.070
a lot of it was through interactive,
00:58:49.070 --> 00:58:52.156
with IVR, our interactive phone system.
00:58:52.156 --> 00:58:53.820
And it might've been
a little bit harder,
00:58:53.820 --> 00:58:55.505
especially if they're doing a lot.
00:58:55.505 --> 00:58:57.940
So, we're working on portals
and those should be coming out,
00:58:57.940 --> 00:59:00.800
I believe next week, for everybody.
00:59:00.800 --> 00:59:03.870
And in that same token,
we've also kind of engaged
00:59:03.870 --> 00:59:05.590
the California Department
of Community Service
00:59:05.590 --> 00:59:08.860
and Development, CSD, just because
00:59:08.860 --> 00:59:10.430
of their interplay with LIHEAP.
00:59:10.430 --> 00:59:13.840
And so we've also given
the same kind of training
00:59:14.720 --> 00:59:18.623
and fact sheets regarding
the the latest AMP program.
00:59:20.140 --> 00:59:22.570
ESA, the Energy Savings Assistance
00:59:22.570 --> 00:59:25.780
for income qualified energy efficiency.
00:59:25.780 --> 00:59:28.130
That's been ongoing since I believe,
00:59:28.130 --> 00:59:30.840
like late May or early June of 2020.
00:59:30.840 --> 00:59:33.590
And so, we're gonna continue to do that
00:59:33.590 --> 00:59:35.810
and continue to leverage that.
00:59:35.810 --> 00:59:39.660
And as we kind of heard in
the previous slide's discussion,
00:59:39.660 --> 00:59:42.310
we can look into definitely
using the subcontractors there
00:59:42.310 --> 00:59:45.540
to help promote some
of these messagings.
00:59:47.440 --> 00:59:51.290
So the last couple we'll
get through pretty quickly.
00:59:51.290 --> 00:59:55.580
So all the IOUs have
committed to providing residential
00:59:55.580 --> 00:59:58.330
and small commercial customers,
small business customers,
00:59:58.330 --> 01:00:00.570
with 12 month payment plans.
01:00:00.570 --> 01:00:04.440
I believe Edison's
draft might have said six
01:00:04.440 --> 01:00:07.360
when we submitted that,
but we've since adjusted that.
01:00:07.360 --> 01:00:09.590
And so we're all
aligned across the Board,
01:00:09.590 --> 01:00:13.125
of 12 month payment
plans for everybody here.
01:00:13.125 --> 01:00:15.890
And then the next slide down
01:00:15.890 --> 01:00:19.420
is the Arrearage Management
Plan that we call AMP.
01:00:19.420 --> 01:00:22.990
And so in the appendix,
the IOUs have added
01:00:22.990 --> 01:00:25.520
a little bit of extra information there,
01:00:25.520 --> 01:00:27.370
specifically about the details
01:00:29.131 --> 01:00:30.533
of what the program is about,
01:00:32.172 --> 01:00:34.204
as well as we've also then given
01:00:34.204 --> 01:00:35.904
our latest AMP enrollment numbers.
01:00:37.245 --> 01:00:39.920
And so we want everyone to
have some kind of understanding
01:00:39.920 --> 01:00:42.620
of what this program
is and it's very similar.
01:00:42.620 --> 01:00:46.110
And then when you look at the
enrollment numbers themselves,
01:00:46.110 --> 01:00:47.740
while you'll see that
there's kind of differences
01:00:47.740 --> 01:00:50.540
in the enrollment numbers,
when we did the analysis
01:00:50.540 --> 01:00:52.600
in terms of eligible customers,
01:00:52.600 --> 01:00:55.160
we found that we're
approximately plus minus
01:00:55.160 --> 01:00:58.530
of each other in terms of the
number of eligible customers
01:00:59.370 --> 01:01:01.290
versus the number of enrolled customers.
01:01:01.290 --> 01:01:03.140
And so we're not that
far off from each other
01:01:03.140 --> 01:01:04.903
in terms of the IOU's benchmarking.
01:01:06.320 --> 01:01:09.370
We do realize that some
customers that may be eligible
01:01:09.370 --> 01:01:12.210
are not enrolling in AMP,
and that could be due to
01:01:12.210 --> 01:01:17.210
a variety of reasons beyond our control.
01:01:17.370 --> 01:01:19.640
And so we recognize that.
01:01:19.640 --> 01:01:20.770
But we do expect those numbers to
01:01:20.770 --> 01:01:24.728
continually increase over time,
01:01:24.728 --> 01:01:29.613
especially as the emergency
customer protections are ending.
01:01:30.780 --> 01:01:33.000
And then finally, we have a list here
01:01:33.000 --> 01:01:36.830
of the like bill relief or the
direct payment assistance
01:01:36.830 --> 01:01:39.550
from each one of the IOUs.
01:01:39.550 --> 01:01:42.190
We recognize that the
naming is slightly different
01:01:42.190 --> 01:01:45.013
for each one of us, but they all provide
01:01:45.013 --> 01:01:48.580
a very similar function in
that they help some customers
01:01:48.580 --> 01:01:50.653
that are unable to pay their bills.
01:01:51.560 --> 01:01:53.080
So maybe we can,
in the interest of time,
01:01:53.080 --> 01:01:55.653
jump onto the next slide, please.
01:01:57.100 --> 01:01:58.221
Thank you.
01:01:58.221 --> 01:02:00.430
So, this slide is gonna be the last one
01:02:00.430 --> 01:02:04.408
for the joint IOU
presentation piece of it.
01:02:04.408 --> 01:02:07.970
And we'll get into the IOU
specific ones right after this.
01:02:07.970 --> 01:02:10.010
But here, what we
wanted to really highlight
01:02:10.010 --> 01:02:13.600
is that the first bullet
in bold at the very top,
01:02:13.600 --> 01:02:17.070
is that at the end of the
emergency customer protections,
01:02:17.070 --> 01:02:20.049
right now estimated to be June 30th,
01:02:20.049 --> 01:02:21.820
there's not gonna be a customer
01:02:21.820 --> 01:02:23.240
from any of the large energy IOUs
01:02:23.240 --> 01:02:26.150
that will be immediately
eligible for disconnection.
01:02:26.150 --> 01:02:28.960
So June 30th, on July 1st,
01:02:28.960 --> 01:02:29.793
there's not gonna be any customers
01:02:29.793 --> 01:02:32.750
that are eligible for
disconnection for nonpayment.
01:02:32.750 --> 01:02:35.250
And we want to make
sure that that's very clear
01:02:35.250 --> 01:02:37.947
and everybody understands that point
01:02:37.947 --> 01:02:39.923
and that also get communicated out.
01:02:42.180 --> 01:02:45.410
And you're gonna see
in the IOU specific slides
01:02:45.410 --> 01:02:48.140
they're gonna, each of us
will go into a little bit about
01:02:48.140 --> 01:02:51.290
what that really looks
like in terms of timing.
01:02:51.290 --> 01:02:53.300
But we're mostly aligned in that
01:02:53.300 --> 01:02:55.560
the earlier a customer
can be disconnected
01:02:55.560 --> 01:02:57.260
is not gonna be until late August,
01:02:57.260 --> 01:03:00.880
so we're looking a month and change,
01:03:00.880 --> 01:03:04.480
a month and a half, two
months, two months out, for that.
01:03:04.480 --> 01:03:07.600
And all the IOUs have
some kind of ramp up activity
01:03:07.600 --> 01:03:10.230
that's gonna occur so
that it's not gonna be
01:03:10.230 --> 01:03:14.113
very broad or overreaching, so to speak.
01:03:16.650 --> 01:03:19.490
So we wanted to make
sure that that was very clear.
01:03:19.490 --> 01:03:21.150
We recognize in the
subcommittee meetings
01:03:21.150 --> 01:03:23.580
that there were a lot
of concerns around that.
01:03:23.580 --> 01:03:27.393
And so we wanted to
definitely highlight that piece.
01:03:28.330 --> 01:03:31.537
And so what we've also
included in the appendix here,
01:03:31.537 --> 01:03:36.537
and along that same line, is
a list of customer protections
01:03:37.010 --> 01:03:39.200
for residential customers,
01:03:39.200 --> 01:03:42.510
from the Residential
Disconnections Proceeding,
01:03:42.510 --> 01:03:45.233
that was Decision 20-06-003.
01:03:46.100 --> 01:03:47.980
And I think that's the
second slide in the appendix.
01:03:47.980 --> 01:03:51.210
So it has a list of all
these customer protections
01:03:51.210 --> 01:03:52.760
that would also have to happen,
01:03:53.920 --> 01:03:55.130
that are available to customers
01:03:55.130 --> 01:03:58.700
and before the customer could
be eligible for disconnection.
01:03:58.700 --> 01:04:00.960
And then one of the items that I heard
01:04:00.960 --> 01:04:02.930
during the subcommittee meeting was
01:04:02.930 --> 01:04:04.570
we're accounting for weather.
01:04:04.570 --> 01:04:07.370
And so that's also in
there and it specifically has
01:04:07.370 --> 01:04:09.510
a bullet point talking
about being unable
01:04:09.510 --> 01:04:11.710
to disconnect customers, for example,
01:04:11.710 --> 01:04:16.220
when the look ahead forecast
is more than 100 degrees.
01:04:16.220 --> 01:04:19.097
And so based on the timing of the end
01:04:19.097 --> 01:04:21.970
of emergency customer
protections being in summer,
01:04:21.970 --> 01:04:25.200
we also, as the IOUs,
kind of would just recognize
01:04:25.200 --> 01:04:27.660
that there's probably gonna
be quite a few of those days
01:04:27.660 --> 01:04:29.740
that are coming in July and August.
01:04:29.740 --> 01:04:34.740
And so this is all additional
things that we're looking at.
01:04:35.210 --> 01:04:39.000
And so it all backs into,
there's just not gonna be a,
01:04:39.000 --> 01:04:40.250
I think the term that I'll use is,
01:04:40.250 --> 01:04:41.990
a tidal wave of disconnections.
01:04:41.990 --> 01:04:44.393
That's just not gonna happen.
01:04:45.350 --> 01:04:48.210
And then from the IOU standpoint,
01:04:48.210 --> 01:04:49.950
the additional piece that
we wanted to make sure
01:04:49.950 --> 01:04:52.180
everyone was aware of is that the IOUs
01:04:52.180 --> 01:04:54.510
have never disconnected
the maximum number
01:04:54.510 --> 01:04:57.570
of customers that are
eligible for disconnection.
01:04:57.570 --> 01:04:59.940
There's always operational concerns,
01:04:59.940 --> 01:05:02.900
and as well as the new disconnection cap
01:05:02.900 --> 01:05:05.490
that would prevent us
or keep us from doing so.
01:05:05.490 --> 01:05:07.590
It would be kind of
just illogical to go out
01:05:07.590 --> 01:05:11.674
and do very wide and broad
disconnections because
01:05:11.674 --> 01:05:13.950
we're not able to necessarily handle
01:05:13.950 --> 01:05:15.540
the volume of calls that would come in.
01:05:15.540 --> 01:05:19.687
And so all the IOUs are
very, I would say proud,
01:05:19.687 --> 01:05:22.665
of having reconnections
at at a pretty high rate.
01:05:22.665 --> 01:05:25.690
I think we're in the high
eighties across the Board,
01:05:25.690 --> 01:05:27.780
plus minus of each
other, in terms of getting
01:05:27.780 --> 01:05:29.970
customers reconnected within a week.
01:05:29.970 --> 01:05:32.300
And so in order to keep
facilitating that and making sure
01:05:32.300 --> 01:05:35.580
that that happens, we
do kind of artificially limit
01:05:35.580 --> 01:05:37.390
the number of
disconnections to make sure
01:05:37.390 --> 01:05:40.773
that our customer call
centers are able to handle it.
01:05:42.560 --> 01:05:44.350
The next piece for all residential
01:05:44.350 --> 01:05:45.410
and small business customers that
01:05:45.410 --> 01:05:47.630
we kind of talked about about
on the previous slide was,
01:05:47.630 --> 01:05:51.110
they'll all be offered payment
plans up to 12 months
01:05:51.110 --> 01:05:54.120
so that they have some
time to work through
01:05:54.120 --> 01:05:56.560
their previous debt that has been unpaid
01:05:56.560 --> 01:05:59.810
and give them some,
hopefully, some options.
01:05:59.810 --> 01:06:02.120
In the bottom left, what we have here
01:06:02.120 --> 01:06:05.700
are the impacts to
residential customers only.
01:06:05.700 --> 01:06:09.040
So, in that decision from the
Residential Disconnections
01:06:09.040 --> 01:06:11.180
Proceeding that I spoke about,
01:06:11.180 --> 01:06:13.860
deposits and reconnection
fees have been eliminated.
01:06:13.860 --> 01:06:16.810
So those would not be coming
back to residential customers.
01:06:17.680 --> 01:06:20.290
And then the second kind of topic there
01:06:20.290 --> 01:06:23.439
is that CARE, FERA, Medical Baseline,
01:06:23.439 --> 01:06:26.470
the verifications and
recertification requirements
01:06:26.470 --> 01:06:28.150
are gonna start up again.
01:06:28.150 --> 01:06:30.940
And so that those would get
communicated out to customers.
01:06:30.940 --> 01:06:32.830
And then we don't think
that there's gonna be
01:06:32.830 --> 01:06:34.560
much of a change for ESA,
01:06:34.560 --> 01:06:36.943
as those activities kind
of resumed last year.
01:06:38.040 --> 01:06:40.910
On the bottom right-hand
box what we have is
01:06:40.910 --> 01:06:45.230
a discussion about small
business customers only.
01:06:45.230 --> 01:06:47.240
And so for small business customers,
01:06:47.240 --> 01:06:49.050
the deposits and the reconnection fees
01:06:49.050 --> 01:06:52.550
will start resuming on July 1st, 2021,
01:06:52.550 --> 01:06:54.293
for all the large energy IOUs.
01:06:55.930 --> 01:06:59.683
So that brings us to
the end of this slide.
01:07:01.110 --> 01:07:03.143
We can, I don't know if
there's any specific questions
01:07:03.143 --> 01:07:04.730
that we want to address
now or we can just jump
01:07:04.730 --> 01:07:09.100
straight into the PG&E
ones and do it through
01:07:09.100 --> 01:07:10.900
the Q and A for each individual IOU?
01:07:12.530 --> 01:07:14.430
Would it be possible just,
01:07:14.430 --> 01:07:16.840
in being cognizant of time that we have
01:07:16.840 --> 01:07:19.710
for each of the
presentations, to go through
01:07:19.710 --> 01:07:21.100
the entirety of the slide deck
01:07:21.100 --> 01:07:24.097
and then just open it up
for Q and A at the end?
01:07:24.097 --> 01:07:26.170
'Cause my fear would be is that,
01:07:26.170 --> 01:07:28.170
if we did if for each individual IOU
01:07:28.170 --> 01:07:30.393
we would simply run out of time.
01:07:31.890 --> 01:07:34.590
So would it be possible
to just do a brief overview
01:07:34.590 --> 01:07:38.340
of each slide and then open
it up to discussion at the end?
01:07:38.340 --> 01:07:39.760
Okay. Yeah, we
can definitely do that.
01:07:39.760 --> 01:07:42.013
So maybe PG&E can
speak and then we'll just
01:07:42.013 --> 01:07:44.613
kind of skip through the
Q and A until the very end.
01:07:46.170 --> 01:07:47.230
So if we can get the next slide,
01:07:47.230 --> 01:07:49.113
and PG&E, feel free to jump in here.
01:07:51.400 --> 01:07:53.880
Sure. Thanks very much.
01:07:53.880 --> 01:07:56.363
Appreciate the background there, Eric.
01:07:57.230 --> 01:07:58.510
My name is also Eric.
01:07:58.510 --> 01:08:01.410
I'm, Eric Olsen, Product
Marketing Manager
01:08:01.410 --> 01:08:03.940
at Pacific Gas and Electric Company.
01:08:03.940 --> 01:08:06.076
It's my pleasure to introduce
01:08:06.076 --> 01:08:10.523
our customer protections
transition plan today.
01:08:11.974 --> 01:08:15.471
At the heart of PG&E's transition plan
01:08:15.471 --> 01:08:18.240
is really our commitment
to help customers.
01:08:18.240 --> 01:08:20.030
And what is shown on this slide
01:08:20.030 --> 01:08:21.863
is the timeline of activities.
01:08:22.800 --> 01:08:25.540
This shows, broadly speaking,
01:08:25.540 --> 01:08:28.680
where our activities intersect,
01:08:28.680 --> 01:08:32.500
where we've got a number
of campaigns that are aligned
01:08:32.500 --> 01:08:34.620
and how those are complimentary,
01:08:34.620 --> 01:08:37.700
as well as really showcasing
early on what we're doing
01:08:37.700 --> 01:08:41.910
in advance of the
transition date of June 30th
01:08:41.910 --> 01:08:44.803
to make customers
ready for this transition.
01:08:45.710 --> 01:08:46.920
We're especially focused on
01:08:46.920 --> 01:08:48.890
small business and residential customers
01:08:48.890 --> 01:08:51.420
that are struggling to pay
bills and who might be impacted
01:08:51.420 --> 01:08:54.810
by collection activities,
program recertification,
01:08:54.810 --> 01:08:57.543
and when verification
activities restart.
01:08:58.490 --> 01:09:00.430
The objective of our plan overall
01:09:00.430 --> 01:09:02.050
is really to ease customers through
01:09:02.050 --> 01:09:05.800
the COVID protections transition.
01:09:05.800 --> 01:09:07.630
And our approach is simple.
01:09:07.630 --> 01:09:09.210
We're going to reach out.
01:09:09.210 --> 01:09:12.150
We're going to help them to
find and enroll in programs.
01:09:12.150 --> 01:09:13.930
Help them manage their utility bills.
01:09:13.930 --> 01:09:16.110
And inform them of
changes to the programs
01:09:16.110 --> 01:09:17.853
in which they're already enrolled.
01:09:19.190 --> 01:09:23.410
As you can see here, with
the January to June timeframe,
01:09:23.410 --> 01:09:26.850
and what we've called
out for financial assistance,
01:09:26.850 --> 01:09:28.887
payment plan, Medical Baseline,
01:09:28.887 --> 01:09:31.473
and income qualified program enrollment,
01:09:32.520 --> 01:09:35.083
we've already begun
this outreach effort.
01:09:35.930 --> 01:09:37.760
We've begun to create early awareness
01:09:37.760 --> 01:09:41.040
around scheduling changes
for customer protections.
01:09:41.040 --> 01:09:44.770
We've begun and continued
to educate customers
01:09:44.770 --> 01:09:46.470
about the status of their account.
01:09:47.500 --> 01:09:49.770
And we're providing access to programs
01:09:49.770 --> 01:09:53.070
that will help them
reduce past due balances
01:09:53.070 --> 01:09:55.883
and help them stay
current in the future.
01:09:56.957 --> 01:09:59.390
We're particularly focused on messaging
01:09:59.390 --> 01:10:01.520
and coordinated offerings to customers--
01:10:01.520 --> 01:10:04.917
Zero nine,
zero two, five seven.
01:10:06.649 --> 01:10:09.550
I think we've got,
somebody'll have to mute.
01:10:09.550 --> 01:10:11.220
Okay, perfect.
01:10:11.220 --> 01:10:14.500
In a few minutes, I'm
going to send retainers for,
01:10:14.500 --> 01:10:16.709
Richard, to your email
address, so he can sign by--
01:10:16.709 --> 01:10:18.922
Please mute yourself
if you have not done so.
01:10:18.922 --> 01:10:20.540
I have him on the phone.
01:10:20.540 --> 01:10:21.727
All right. Thank you.
01:10:23.158 --> 01:10:26.020
We're particularly focused on messaging
01:10:26.020 --> 01:10:28.050
and coordinated offerings.
01:10:28.050 --> 01:10:30.590
And we're looking at customers
with the most intense needs.
01:10:30.590 --> 01:10:34.210
This can be things such as the duration
01:10:34.210 --> 01:10:36.910
and the amount of
their past due balances,
01:10:36.910 --> 01:10:39.720
income qualified program enrollments,
01:10:39.720 --> 01:10:42.200
Medical Baseline qualification,
01:10:42.200 --> 01:10:45.840
hard to reach and vulnerable
customer populations,
01:10:45.840 --> 01:10:49.920
access and functional needs,
and any combinations thereof.
01:10:49.920 --> 01:10:53.190
These are the characteristics
we're really focused on
01:10:53.190 --> 01:10:54.730
as they're indicative of customers
01:10:54.730 --> 01:10:56.530
who are most in need of our support.
01:10:57.710 --> 01:11:01.000
Our key strategies really
focused on customer experience.
01:11:01.000 --> 01:11:02.550
And I heard some things earlier
01:11:02.550 --> 01:11:04.670
in the comments from our Commissioners
01:11:04.670 --> 01:11:07.670
that really resonate with our plans.
01:11:07.670 --> 01:11:08.890
Ease of engagement.
01:11:08.890 --> 01:11:10.570
Availability of information.
01:11:10.570 --> 01:11:11.740
Access to programs.
01:11:11.740 --> 01:11:13.730
We've gotta be simple
with our messaging.
01:11:13.730 --> 01:11:16.433
Absolutely agree with these points.
01:11:17.920 --> 01:11:20.070
And how we deliver is key.
01:11:20.070 --> 01:11:21.660
Repetition of messaging.
01:11:21.660 --> 01:11:24.460
This is not going to happen
with just one or two touches.
01:11:24.460 --> 01:11:27.350
We've gotta repeat
our messages over time.
01:11:27.350 --> 01:11:29.587
And we do this through
coordinated campaigns.
01:11:29.587 --> 01:11:33.556
And I'm gonna repeat that,
through coordinated campaigns,
01:11:33.556 --> 01:11:38.400
where we plan to involve
more access to information
01:11:38.400 --> 01:11:41.610
through community-based
organizations, through local media,
01:11:41.610 --> 01:11:45.720
social media, targeted
outreach newsletters,
01:11:45.720 --> 01:11:49.233
really running the gamut of
all forms of communication.
01:11:50.100 --> 01:11:52.610
We plan to leverage all these channels
01:11:52.610 --> 01:11:55.420
as we drive awareness and enrollment,
01:11:55.420 --> 01:11:57.260
because that's the most effective way
01:11:57.260 --> 01:11:59.133
that we've found to reach customers.
01:12:00.270 --> 01:12:03.790
We've also found
through our initial input
01:12:03.790 --> 01:12:06.100
gathered through customer focus groups,
01:12:06.100 --> 01:12:08.520
community based
organization focus groups,
01:12:08.520 --> 01:12:11.928
involving LIOB and AFN participants,
01:12:11.928 --> 01:12:13.823
that we also have to make sure
01:12:13.823 --> 01:12:17.360
that the message hits
home and it really resonates.
01:12:17.360 --> 01:12:20.100
And to do that, we've gotta be relevant.
01:12:20.100 --> 01:12:21.540
Next slide, please.
01:12:25.690 --> 01:12:27.730
So what does that look like?
01:12:27.730 --> 01:12:30.670
This slide explains at a high level
01:12:30.670 --> 01:12:34.610
how we're looking at different
segments of the audience,
01:12:34.610 --> 01:12:37.550
what key messages we plan to drive home,
01:12:37.550 --> 01:12:39.640
what programs we offer that are relevant
01:12:39.640 --> 01:12:43.050
to those messages
and to those audiences,
01:12:43.050 --> 01:12:44.420
and what some of the channels are
01:12:44.420 --> 01:12:47.893
that we plan to use across
all of these campaigns.
01:12:48.801 --> 01:12:51.280
We start with customer needs.
01:12:51.280 --> 01:12:56.253
What can we do to help guide
customers to a path of support?
01:12:57.180 --> 01:13:00.200
We accomplish those
through data-driven targeting.
01:13:00.200 --> 01:13:01.830
Messaging is next.
01:13:01.830 --> 01:13:03.500
Empathy, care, humility.
01:13:03.500 --> 01:13:05.890
I've heard some of these
words on the call today.
01:13:05.890 --> 01:13:08.360
We're here to help, and we
want customers to know this.
01:13:08.360 --> 01:13:10.600
We've got real solutions to offer.
01:13:10.600 --> 01:13:12.910
So next we're bundling
what those offerings are
01:13:12.910 --> 01:13:15.170
and doing so in a meaningful way
01:13:15.170 --> 01:13:17.330
that makes sense to customers
01:13:17.330 --> 01:13:20.603
and is intended to make their
customer experience easy.
01:13:21.950 --> 01:13:24.550
And I want to highlight,
and Commissioner Shiroma,
01:13:24.550 --> 01:13:27.890
I appreciate your raising
this question earlier,
01:13:27.890 --> 01:13:31.960
what will our approach be
when it comes to translations?
01:13:31.960 --> 01:13:35.170
We are adopting the
same translation plan
01:13:35.170 --> 01:13:39.310
as we've got for PSPS, and
also taking lessons learned
01:13:39.310 --> 01:13:42.570
from our Community Wildfire
Safety Program Outreach,
01:13:42.570 --> 01:13:47.130
in terms of AFN audiences
and really ensuring
01:13:47.130 --> 01:13:50.683
that we've got the most
accessible communications we can.
01:13:52.794 --> 01:13:55.710
So we've got less than
four months remaining
01:13:55.710 --> 01:13:59.460
until the planned end of
these customer protections.
01:13:59.460 --> 01:14:02.640
But we feel that with
the input gathered here,
01:14:02.640 --> 01:14:05.020
in meetings like this,
for our engagements
01:14:05.020 --> 01:14:08.943
with these groups,
and with ongoing input,
01:14:09.980 --> 01:14:13.540
we really have an
opportunity to be successful.
01:14:13.540 --> 01:14:16.950
Our internal mantra has
become all hands on deck,
01:14:16.950 --> 01:14:19.027
and I really invite that here.
01:14:19.027 --> 01:14:21.740
And we look forward to
your input and feedback.
01:14:21.740 --> 01:14:22.843
Thank you very much.
01:14:28.280 --> 01:14:29.440
Thank you, Eric.
01:14:29.440 --> 01:14:32.363
I believe next up is
Southern California Edison.
01:14:38.990 --> 01:14:42.710
Hi, I'm gonna bounce
back to the other Eric again.
01:14:42.710 --> 01:14:46.260
So, what we have here, on the slide up,
01:14:46.260 --> 01:14:49.350
is one, we want to make
sure that everyone's aware
01:14:49.350 --> 01:14:52.130
that this, and when Edison's presenting,
01:14:52.130 --> 01:14:55.010
all this stuff also applies
to our Catalina Gas.
01:14:55.010 --> 01:14:56.890
I recognize that's not
called out specifically,
01:14:56.890 --> 01:14:59.973
but it's one and the
same to us for all of these.
01:15:01.220 --> 01:15:04.720
And then so to really
start getting into this slide,
01:15:04.720 --> 01:15:07.810
we recognize that
obviously for some of you,
01:15:07.810 --> 01:15:10.110
and especially those at the CPUC,
01:15:10.110 --> 01:15:12.810
Edison talking about our
Customer Service Re-Platform,
01:15:12.810 --> 01:15:14.170
the CSRP, is probably gonna sound like
01:15:14.170 --> 01:15:17.040
a broken record at this
point, but we are almost there,
01:15:17.040 --> 01:15:18.760
and we're getting pretty close now,
01:15:18.760 --> 01:15:20.210
we're less than a month away.
01:15:21.220 --> 01:15:24.270
However, we wanted to kind
of make some broad awareness,
01:15:24.270 --> 01:15:29.270
is that when CSRP
kind of froze or was being
01:15:30.200 --> 01:15:33.150
kind of designed and worked through,
01:15:33.150 --> 01:15:35.080
the state of the system at the time
01:15:35.080 --> 01:15:36.343
did not account for many of the things
01:15:36.343 --> 01:15:39.640
that have happened
recently, in the past year.
01:15:39.640 --> 01:15:43.950
A quick example would
be the same decision
01:15:43.950 --> 01:15:47.610
that we've been talking
about, that Decision 20-06-003,
01:15:47.610 --> 01:15:49.620
that had some additional
requirements that went in.
01:15:49.620 --> 01:15:52.576
And so, when we're switching over,
01:15:52.576 --> 01:15:55.925
because we're copying the old system
01:15:55.925 --> 01:15:58.460
and then kind of
transitioning that over,
01:15:58.460 --> 01:16:00.530
there's some additional
work that has to be done
01:16:00.530 --> 01:16:03.690
before our system is ready to start
01:16:03.690 --> 01:16:05.350
some of these collection activities
01:16:05.350 --> 01:16:06.360
so that we're in compliance
01:16:06.360 --> 01:16:09.870
with all the ordering
paragraphs in that decision.
01:16:09.870 --> 01:16:11.800
So, as a result of that, we,
01:16:11.800 --> 01:16:15.400
after the system's
installed in early April,
01:16:15.400 --> 01:16:17.010
there's gonna be a little
bit of a stabilization period
01:16:17.010 --> 01:16:19.540
to make sure everything
translated over correctly.
01:16:19.540 --> 01:16:22.460
And then we're gonna start
getting, to doing some work.
01:16:22.460 --> 01:16:23.920
We're gonna make some
additional adjustments
01:16:23.920 --> 01:16:26.330
and change some things out.
01:16:26.330 --> 01:16:28.580
A quick example would
be, making sure that we have
01:16:28.580 --> 01:16:31.220
the correct language in all
of our disconnection notices.
01:16:31.220 --> 01:16:34.680
And so before those notices
go out, we wanna make sure
01:16:34.680 --> 01:16:36.840
we have the right language,
which is going to be entailed
01:16:36.840 --> 01:16:40.827
in this additional work
after the system goes live.
01:16:40.827 --> 01:16:43.760
So, as a result here, what
we're really talking about
01:16:43.760 --> 01:16:45.813
is then, that means that we're not gonna
01:16:45.813 --> 01:16:47.229
really start our
disconnection activities
01:16:47.229 --> 01:16:48.984
until an additional month later.
01:16:48.984 --> 01:16:51.247
So we're looking at
August 2nd for the date.
01:16:51.247 --> 01:16:52.290
And so we want to be very transparent
01:16:52.290 --> 01:16:55.310
and clear about what that looks like.
01:16:55.310 --> 01:16:57.995
And so that means that
residential customers
01:16:57.995 --> 01:17:00.890
are not gonna get
disconnected at the earliest
01:17:00.890 --> 01:17:04.130
until September, early
September, September 7th.
01:17:04.130 --> 01:17:06.750
So that gives them an
additional 69 days or so
01:17:06.750 --> 01:17:09.370
beyond the emergency
customer protections.
01:17:09.370 --> 01:17:12.150
And then for small business,
that's gonna be about 51 days,
01:17:12.150 --> 01:17:14.770
'cause it's slightly
different in the way that
01:17:14.770 --> 01:17:18.680
the collections path goes,
but it goes until August 20th.
01:17:18.680 --> 01:17:21.462
The other thing in our transition plans,
01:17:21.462 --> 01:17:23.350
well not on the slide here, but within
01:17:23.350 --> 01:17:26.380
the transition plan is, we're
gonna also artificially limit
01:17:26.380 --> 01:17:27.670
the number of customers that are
01:17:27.670 --> 01:17:30.020
going through this collections path.
01:17:30.020 --> 01:17:34.110
So meaning, instead of
every customer that is eligible
01:17:34.110 --> 01:17:37.200
for overdue noticing and
being pushed down this path,
01:17:37.200 --> 01:17:40.730
we're gonna start with a
small number, 500 customers,
01:17:40.730 --> 01:17:42.890
on that August 2nd, August 3rd date.
01:17:42.890 --> 01:17:47.200
So 500 customers
means that, historically,
01:17:47.200 --> 01:17:51.340
about 50% of those would then
go proceed onto the next step
01:17:51.340 --> 01:17:53.980
and not take any action and
end up with a final call notice.
01:17:53.980 --> 01:17:56.163
So the 500 becomes 250.
01:17:57.080 --> 01:18:00.992
Historically, then, about 8%
of those final call customers
01:18:00.992 --> 01:18:03.630
proceed on to ultimately
being disconnected.
01:18:03.630 --> 01:18:06.010
So that would, if you
take 250 and you take 8%,
01:18:06.010 --> 01:18:07.433
it's about 20 customers.
01:18:08.544 --> 01:18:10.860
So those are some of
our historical numbers
01:18:10.860 --> 01:18:13.122
and that's what we're
kind of forecasting.
01:18:13.122 --> 01:18:15.630
But again, the historical
numbers also don't account
01:18:15.630 --> 01:18:17.190
for all the additional
customer protections
01:18:17.190 --> 01:18:19.260
that we've kind of talked
about that are in the appendix.
01:18:19.260 --> 01:18:21.940
So we expect those
numbers to be even lower.
01:18:21.940 --> 01:18:24.160
So, really when we're talking about
01:18:24.160 --> 01:18:26.030
that first date of disconnections,
01:18:26.030 --> 01:18:28.890
we're talking closer to a small number,
01:18:28.890 --> 01:18:32.410
of handful of customers,
that hopefully are at that state.
01:18:32.410 --> 01:18:35.330
And so definitely,
we're artificially limiting
01:18:35.330 --> 01:18:37.890
and starting the
collections activity slower.
01:18:37.890 --> 01:18:39.852
We're also artificially limiting
01:18:39.852 --> 01:18:41.693
by starting the number of customers
01:18:41.693 --> 01:18:44.975
that are going through the
path at a much lower number.
01:18:44.975 --> 01:18:46.280
And if we can keep it--
01:18:46.280 --> 01:18:48.010
Say, Eric, I'm
breaking my own rules
01:18:48.010 --> 01:18:50.540
about not breaking
into the presentation.
01:18:50.540 --> 01:18:52.733
But I know the term of art,
01:18:55.080 --> 01:18:57.100
as the Edison representative,
01:18:57.100 --> 01:19:00.784
you're using the term
eligible for disconnection.
01:19:00.784 --> 01:19:05.200
Well, ordinarily when
we use the word eligible,
01:19:05.200 --> 01:19:08.430
it usually means, hey,
you're eligible for a program,
01:19:08.430 --> 01:19:11.430
for a benefit, for an opportunity.
01:19:11.430 --> 01:19:13.900
Here, we're talking about
01:19:13.900 --> 01:19:16.023
the severe action of a disconnection.
01:19:16.896 --> 01:19:20.820
So, these folks are
triggering disconnections.
01:19:20.820 --> 01:19:22.780
And then also, I know you're focusing
01:19:22.780 --> 01:19:26.620
on the anticipation of
a small number of folks
01:19:26.620 --> 01:19:28.230
who trigger the disconnection,
01:19:28.230 --> 01:19:32.100
but I imagine and am hopeful that Edison
01:19:32.100 --> 01:19:35.700
is really focusing on
those 12 month plans
01:19:35.700 --> 01:19:39.310
and all the different
things you outlined earlier,
01:19:39.310 --> 01:19:42.760
towards keeping folks
from being disconnected.
01:19:42.760 --> 01:19:45.170
I have no doubt that's your focus,
01:19:45.170 --> 01:19:48.540
as you're trying to tell us
how few people you anticipate
01:19:48.540 --> 01:19:50.420
are actually getting disconnected.
01:19:50.420 --> 01:19:52.010
I just wanted to give you that feedback.
01:19:52.010 --> 01:19:53.328
Absolutely.
01:19:53.328 --> 01:19:55.020
Back to you, back to you.
01:19:55.020 --> 01:19:57.490
So, let me make sure that we
address that comment as well.
01:19:57.490 --> 01:20:02.490
So, in that example of
12 month payment plans.
01:20:03.200 --> 01:20:05.390
There's a specific order
for residential customers
01:20:05.390 --> 01:20:08.110
that cannot be disconnected
prior to being offered
01:20:08.110 --> 01:20:09.659
a 12 month payment plan.
01:20:09.659 --> 01:20:12.720
That was not historically there.
01:20:12.720 --> 01:20:16.430
So that's why we think that
that 8% would go even lower
01:20:16.430 --> 01:20:18.250
as a result of that
or be further delayed.
01:20:18.250 --> 01:20:21.090
So there's a very good possibility that,
01:20:21.090 --> 01:20:23.680
on September 7, zero
disconnections happen,
01:20:23.680 --> 01:20:25.413
because there's all these
additional protections
01:20:25.413 --> 01:20:28.020
that we've kind of
outlined in the appendix.
01:20:28.020 --> 01:20:30.690
So, it could be zero.
01:20:30.690 --> 01:20:33.130
But what we also wanted
to be transparent about
01:20:33.130 --> 01:20:36.190
is should there be customers
that ultimately do nothing,
01:20:36.190 --> 01:20:37.720
that even though
they've gotten outreach,
01:20:37.720 --> 01:20:40.350
they've done nothing,
here's the earliest date.
01:20:40.350 --> 01:20:42.130
'Cause we, I think we've
also been asked that
01:20:42.130 --> 01:20:45.200
in numerous other forums about, well,
01:20:45.200 --> 01:20:46.560
when's the date that this could happen?
01:20:46.560 --> 01:20:48.120
And so we did want to try to be
01:20:48.120 --> 01:20:49.920
as transparent about it as possible.
01:20:52.360 --> 01:20:54.683
If we could proceed to
the next slide, please.
01:21:00.160 --> 01:21:01.810
Thank you.
01:21:01.810 --> 01:21:03.019
So, this is Edison's last slide.
01:21:03.019 --> 01:21:05.178
And what we're talking about here is
01:21:05.178 --> 01:21:08.170
how does the verification activity
01:21:08.170 --> 01:21:11.310
and recertification
activity start or look
01:21:11.310 --> 01:21:14.320
for CARE, FERA, and
Medical Baseline customers,
01:21:14.320 --> 01:21:15.560
when we had said we're starting
01:21:15.560 --> 01:21:18.030
all this activity on July 1st?
01:21:18.030 --> 01:21:20.500
So we want to be as transparent about
01:21:20.500 --> 01:21:22.398
this as possible as well, and stating,
01:21:22.398 --> 01:21:25.830
basically, during the emergency
customers protection period
01:21:25.830 --> 01:21:30.700
from March of 2020 all the
way up until June 30th of 2021,
01:21:30.700 --> 01:21:33.420
for any customer that
enrolled or reached
01:21:33.420 --> 01:21:35.410
their recertification
anniversary during that period,
01:21:35.410 --> 01:21:38.680
Edison basically automatically
just pushed them forward.
01:21:38.680 --> 01:21:41.217
So most of these are gonna be two years.
01:21:41.217 --> 01:21:43.790
And so the example here at
the bottom we're showing is,
01:21:43.790 --> 01:21:46.007
we just assume a two
year recertification period.
01:21:46.007 --> 01:21:48.630
And so Edison pushed
them out for two years,
01:21:48.630 --> 01:21:52.530
meaning that if you
enrolled this week for CARE,
01:21:52.530 --> 01:21:57.060
your next recertification or
ask would be two years later.
01:21:57.060 --> 01:22:00.170
We're not gonna ask
anybody right on July 1st,
01:22:00.170 --> 01:22:01.390
just because they
happened to have enrolled
01:22:01.390 --> 01:22:02.920
during a certain time period.
01:22:02.920 --> 01:22:05.370
And so we have an example
here of what that looks like
01:22:05.370 --> 01:22:06.990
in terms of the different years
01:22:06.990 --> 01:22:09.240
and vintaging of when you enrolled.
01:22:09.240 --> 01:22:11.510
And then any customer
that is requested to recertify
01:22:11.510 --> 01:22:13.650
is gonna be given the standard 90 days
01:22:13.650 --> 01:22:15.993
to provide the requested documentation.
01:22:20.255 --> 01:22:22.730
So really quick, to go
through the examples.
01:22:22.730 --> 01:22:25.777
If a customer enrolled
on August 1st in 2018,
01:22:25.777 --> 01:22:28.210
that means that their
standard recertification
01:22:28.210 --> 01:22:32.170
would have been August 1st, 2020, right?
01:22:32.170 --> 01:22:34.466
And so during that, that was during
01:22:34.466 --> 01:22:35.490
the emergency customer
protections period,
01:22:35.490 --> 01:22:36.570
so we just pushed that forward.
01:22:36.570 --> 01:22:39.010
So then they're, the
first time the customer
01:22:39.010 --> 01:22:42.290
will see anything is August 1st, 2022.
01:22:42.290 --> 01:22:45.260
For the customer that
enrolled August 1st, 2019,
01:22:45.260 --> 01:22:47.980
their standard is August
1st, 2021, and that's outside
01:22:47.980 --> 01:22:49.810
of the emergency
customer protection period,
01:22:49.810 --> 01:22:52.183
so we're gonna move that into,
01:22:52.183 --> 01:22:55.760
we're gonna ask for
something on August 1st, 2021.
01:22:55.760 --> 01:22:57.674
And then if a new customer had,
01:22:57.674 --> 01:23:01.120
or a new enrollment had
come in, on August 1st, 2020,
01:23:01.120 --> 01:23:02.940
there's no recertification
'cause it's a new customer,
01:23:02.940 --> 01:23:06.300
but they would have the
same recertification request
01:23:06.300 --> 01:23:08.723
in August 1st, 2022.
01:23:09.610 --> 01:23:11.690
So we're trying to be as
transparent as possible.
01:23:11.690 --> 01:23:13.730
And these are kind of illustrative.
01:23:13.730 --> 01:23:15.650
There's certain ones that
can go out for four years,
01:23:15.650 --> 01:23:17.380
depending on fixed income and whatnot,
01:23:17.380 --> 01:23:18.600
but the same kind of rules apply,
01:23:18.600 --> 01:23:22.193
we just want to kind of
illustrate how this all works out.
01:23:23.080 --> 01:23:24.510
In terms of the verification,
01:23:24.510 --> 01:23:26.120
what that really then means is,
01:23:26.120 --> 01:23:29.940
is on average every month,
Edison's probably gonna go out
01:23:29.940 --> 01:23:33.880
and ask for about a total
of about 8,000 verifications,
01:23:33.880 --> 01:23:35.630
that's what that's gonna look like.
01:23:36.470 --> 01:23:39.340
And so right now, I think
we have about 1.4 million.
01:23:39.340 --> 01:23:40.790
So, over the course of a year,
01:23:40.790 --> 01:23:44.648
we're gonna get to about 7%, 8%,
01:23:44.648 --> 01:23:47.590
is what our historical average
has been and what we plan
01:23:47.590 --> 01:23:50.253
to maintain and continue
that moving forward.
01:23:51.360 --> 01:23:53.850
So that's all Edison had.
Thank you very much.
01:23:53.850 --> 01:23:55.363
And I appreciate your time.
01:23:56.260 --> 01:23:58.220
Thank you very much, Eric.
01:23:58.220 --> 01:24:00.330
Next up, we're gonna move on to SDG&E.
01:24:00.330 --> 01:24:03.650
But before we do, I just
wanted to do a time check.
01:24:03.650 --> 01:24:05.860
So according to the agenda,
we're supposed to move on
01:24:05.860 --> 01:24:10.160
to small jurisdictional
utilities at 11:05.
01:24:10.160 --> 01:24:13.000
But that's probably not going to happen.
01:24:13.000 --> 01:24:16.442
But just as a courtesy to
SDG&E and SoCalGas,
01:24:16.442 --> 01:24:18.973
we have all read in depth.
01:24:22.056 --> 01:24:22.970
Sorry about that.
01:24:22.970 --> 01:24:24.080
Took great notes on them.
01:24:24.080 --> 01:24:27.980
So possible to be a little
concise with your presentation
01:24:27.980 --> 01:24:31.360
so we can move to the
discussion, that would be wonderful.
01:24:31.360 --> 01:24:32.507
So thanks very much.
01:24:32.507 --> 01:24:35.883
And with that, SDG&E is next, I believe.
01:24:38.100 --> 01:24:39.350
Hi, good morning. Thank you.
01:24:39.350 --> 01:24:41.363
This is Michelle Somerville from SDG&E.
01:24:42.480 --> 01:24:46.440
And with that, I'm going
to try to be as brief as I can
01:24:46.440 --> 01:24:50.550
and just hit the highlights
that you haven't heard already.
01:24:50.550 --> 01:24:53.240
I agree with the
discussion and the goals
01:24:53.240 --> 01:24:56.826
that my colleagues at
the other IOUs have said.
01:24:56.826 --> 01:25:01.410
We really want to help the
customer through this transition.
01:25:01.410 --> 01:25:05.380
And so we thoughtfully
considered how best to do that
01:25:05.380 --> 01:25:07.630
through our marketing techniques.
01:25:07.630 --> 01:25:11.000
So, all of what PG&E
said about marketing tactics
01:25:11.000 --> 01:25:14.900
and targeted applies to SDG&E as well.
01:25:14.900 --> 01:25:18.180
I did want to hit some of the specifics
01:25:18.180 --> 01:25:22.831
around the resumption
of program recertifications,
01:25:22.831 --> 01:25:25.640
as Eric was just
talking about for Edison.
01:25:25.640 --> 01:25:30.640
SDG&E is also going through
a customer system upgrade.
01:25:31.380 --> 01:25:34.780
And so, in the midst of
all of this, we are trying
01:25:34.780 --> 01:25:37.951
to make sure that our customers
are well communicated with.
01:25:37.951 --> 01:25:42.951
Write with it, simple
message to take action on
01:25:43.520 --> 01:25:48.190
and trying to coordinate the
systematic impacts of that.
01:25:48.190 --> 01:25:53.190
So, for CARE and FERA and
Medical Baseline recertifications,
01:25:54.400 --> 01:25:58.140
we have a very similar construct
01:25:58.140 --> 01:26:00.340
that Edison just talked about.
01:26:00.340 --> 01:26:02.600
We're gonna use the anniversary dates
01:26:02.600 --> 01:26:06.510
of those customers' enrollments
as recertification dates.
01:26:06.510 --> 01:26:11.510
And we're also going to
have like a 90 day window
01:26:11.640 --> 01:26:13.890
after the protections are lifted,
01:26:13.890 --> 01:26:16.337
to which we don't recertify.
01:26:16.337 --> 01:26:18.600
And those customers would just move on
01:26:18.600 --> 01:26:21.770
to the next year's recertification.
01:26:21.770 --> 01:26:25.400
For CARE and FERA, for Medical Baseline,
01:26:25.400 --> 01:26:27.450
that will be 60 days.
01:26:27.450 --> 01:26:30.990
Just to manage our systems and
also manage our customer base
01:26:30.990 --> 01:26:34.250
and give them enough time
to have all of the feedback,
01:26:34.250 --> 01:26:38.247
the outreach and the targeted
customer conversations
01:26:39.177 --> 01:26:40.970
and actions that need to happen,
01:26:40.970 --> 01:26:43.740
in order for these customers
to enroll and make sure
01:26:43.740 --> 01:26:46.315
that all their documentation
and enrollment
01:26:46.315 --> 01:26:51.315
in programs is helping
them through this transition.
01:26:55.803 --> 01:26:57.870
So let's just go ahead
and go to the next slide
01:26:57.870 --> 01:27:01.063
so that we can go ahead
and move on quickly.
01:27:03.600 --> 01:27:06.140
The other thing I wanted to hit here
01:27:06.140 --> 01:27:09.690
is the resumption of credit
and collection activities.
01:27:09.690 --> 01:27:13.041
Again, as Edison went through,
01:27:13.041 --> 01:27:18.041
these are kind of an
example of dates and timing
01:27:18.692 --> 01:27:23.630
of how things would proceed
through the collections process.
01:27:23.630 --> 01:27:28.630
There would be no
one eligible or at risk
01:27:29.820 --> 01:27:32.680
for disconnection on July 1st.
01:27:32.680 --> 01:27:36.090
And again, July 1st is
the date currently selected.
01:27:36.090 --> 01:27:39.790
If that date were to move, all
of these examples would move.
01:27:39.790 --> 01:27:41.820
The timing of these examples would move
01:27:41.820 --> 01:27:44.473
with that date if it were extended.
01:27:45.580 --> 01:27:48.970
And what I want to highlight here
01:27:48.970 --> 01:27:53.110
is there are several
notices that go out,
01:27:53.110 --> 01:27:57.751
15 day notices, 48 hour
notices, the reach out,
01:27:57.751 --> 01:28:02.751
that the marketing and
outreach, during this process.
01:28:02.930 --> 01:28:05.770
So we are reaching out to the customer.
01:28:05.770 --> 01:28:09.300
We are coordinating with our
community-based organizations,
01:28:09.300 --> 01:28:11.100
LIHEAP providers, to reach out
01:28:11.100 --> 01:28:12.670
to the most vulnerable customers,
01:28:12.670 --> 01:28:16.550
all during this time
to help the customer
01:28:16.550 --> 01:28:19.700
make those decisions that
are gonna be best suited
01:28:19.700 --> 01:28:23.980
to manage their bill
and their energy needs.
01:28:23.980 --> 01:28:26.460
Hopefully they will be
enrolled in programs
01:28:26.460 --> 01:28:28.810
or even the Arrearage Management Program
01:28:28.810 --> 01:28:32.360
and get on a payment plan
and those types of things.
01:28:32.360 --> 01:28:36.197
So again, yes, when it
comes down to the timing
01:28:36.197 --> 01:28:39.450
of when they would be
at risk for disconnection,
01:28:39.450 --> 01:28:42.627
they would have taken steps to make sure
01:28:42.627 --> 01:28:45.332
and we would help them take those steps
01:28:45.332 --> 01:28:48.170
to make sure that that
doesn't happen, that is our goal.
01:28:48.170 --> 01:28:52.700
But this is sort of an idea
of how that would look
01:28:52.700 --> 01:28:55.490
if they took no action
through that time,
01:28:55.490 --> 01:28:58.520
or we were not able to help
them through the process
01:28:58.520 --> 01:29:03.520
and they were still
behind in their bill.
01:29:05.510 --> 01:29:10.510
With that, I will end my
part of the presentation.
01:29:13.250 --> 01:29:16.050
And I guess we're gonna take questions
01:29:16.050 --> 01:29:18.390
at the end, is that correct?
01:29:18.390 --> 01:29:19.550
Okay, perfect.
01:29:19.550 --> 01:29:21.833
Well then I will pass
it on to my colleague.
01:29:24.140 --> 01:29:25.710
Okay. Thank you
so much, Michelle.
01:29:25.710 --> 01:29:30.710
And SoCalGas, Karen,
whenever you're ready.
01:29:30.820 --> 01:29:32.020
Hi Benito.
01:29:32.020 --> 01:29:36.160
Hi, LIOB Board, Commissioners,
and everyone attending,
01:29:36.160 --> 01:29:37.960
taking time, thank you very much.
01:29:37.960 --> 01:29:39.860
My name is Karen Mar.
01:29:39.860 --> 01:29:43.570
I am the Policy Lead here
for the Low Income Program.
01:29:43.570 --> 01:29:47.623
And I feel very privileged to
speak on behalf of our team.
01:29:48.805 --> 01:29:52.533
Benito, would it be
okay to just say ditto?
01:29:53.570 --> 01:29:56.706
That everything my
predecessors have said before me,
01:29:56.706 --> 01:29:58.633
SoCalGas is in line.
01:30:00.130 --> 01:30:00.963
I was...
01:30:03.410 --> 01:30:06.000
But with that said, I will go ahead
01:30:06.000 --> 01:30:09.609
and call out some key
points for SoCalGas.
01:30:09.609 --> 01:30:14.020
SoCalGas, along with everyone
else, we will be resuming
01:30:14.020 --> 01:30:17.073
the collection related
activities on July 1st.
01:30:17.950 --> 01:30:21.930
But two months prior, so in early May,
01:30:21.930 --> 01:30:25.720
the pre-disconnection letter
will be sent to our customers.
01:30:25.720 --> 01:30:29.910
This two month prior timeline
is in step with the outreach
01:30:29.910 --> 01:30:32.693
and communication efforts
that was discussed earlier.
01:30:34.020 --> 01:30:36.540
We've gone ahead and
provided a table for you.
01:30:36.540 --> 01:30:40.840
This table outlines some
key collection activities.
01:30:40.840 --> 01:30:45.690
Again, May 1st, when the
pre-disconnection letter is served.
01:30:45.690 --> 01:30:48.600
Then on June 30th we have the ending
01:30:48.600 --> 01:30:51.150
of the COVID-19 protections.
01:30:51.150 --> 01:30:55.020
Afterwards, we have
several resumption plans
01:30:55.020 --> 01:30:57.250
for payment notifications.
01:30:57.250 --> 01:30:59.930
And as Commissioner
Rechtschaffen had mentioned earlier,
01:30:59.930 --> 01:31:04.930
we've ensured that our
language is direct, to the point,
01:31:05.230 --> 01:31:08.860
and no business jargon
that would cause confusion.
01:31:08.860 --> 01:31:12.417
A simple message such
as, "We've noticed that
01:31:12.417 --> 01:31:14.610
"we've not received your payment."
01:31:14.610 --> 01:31:18.080
Something that will trigger
attention in customers
01:31:20.792 --> 01:31:23.603
to reach out to us.
01:31:25.170 --> 01:31:28.280
Then on August 30th, we resume
01:31:28.280 --> 01:31:31.435
the field orders for disconnection.
01:31:31.435 --> 01:31:34.711
And as Eric had mentioned earlier,
01:31:34.711 --> 01:31:39.680
when we say we resumed
the orders for disconnection,
01:31:39.680 --> 01:31:41.480
the activities for disconnection,
01:31:41.480 --> 01:31:46.480
it's not this blanket switch
for, at least for SoCalGas,
01:31:47.660 --> 01:31:51.971
switching the gas off for
everyone in our service territory.
01:31:51.971 --> 01:31:55.940
This is a phasal approach.
01:31:55.940 --> 01:31:59.559
So between May 1st and August 30th,
01:31:59.559 --> 01:32:04.360
our customers will
have had about 120 days
01:32:04.360 --> 01:32:07.550
or four months to contact us.
01:32:07.550 --> 01:32:10.970
And during those 120
days, again, the outreach
01:32:10.970 --> 01:32:14.240
and communication
efforts will be continuing,
01:32:14.240 --> 01:32:17.023
with the channels that will
be presented before you.
01:32:18.550 --> 01:32:21.920
So we are hoping that
our customers, again,
01:32:21.920 --> 01:32:23.890
in the four months that they have
01:32:23.890 --> 01:32:27.686
before the disconnection
efforts start rolling out,
01:32:27.686 --> 01:32:30.000
they'll be reaching out
to us, and we are ready.
01:32:30.000 --> 01:32:32.770
We are ready to engage our customers
01:32:32.770 --> 01:32:35.483
and get them on some
type of a payment plan.
01:32:36.500 --> 01:32:37.623
Next slide, please.
01:32:42.090 --> 01:32:47.090
So this slide is giving a
similar timeline of activities
01:32:48.350 --> 01:32:51.850
regarding the CARE
and medical activities
01:32:51.850 --> 01:32:54.660
once it resumes, again, on July 1st.
01:32:54.660 --> 01:32:59.660
And following the similar
table that was shared by Edison,
01:33:00.990 --> 01:33:04.900
we have some scenarios
here to show you that
01:33:04.900 --> 01:33:09.900
we thought about what would
be the best practice to ensure
01:33:10.120 --> 01:33:14.010
that our customers won't
find anything confusing,
01:33:14.010 --> 01:33:17.610
just of ease of
continuation of the services
01:33:17.610 --> 01:33:19.010
that they're offering.
01:33:19.010 --> 01:33:22.960
So customers reach their
recertification anniversary
01:33:22.960 --> 01:33:26.740
during the emergency
customer protection period,
01:33:26.740 --> 01:33:29.170
we are recommending
that they will automatically
01:33:29.170 --> 01:33:32.330
be recertified for an additional year.
01:33:32.330 --> 01:33:37.330
And for SoCalGas, that would
be around 900,000 customers
01:33:38.690 --> 01:33:43.690
who won't have to be bogged
down with additional paperwork
01:33:45.290 --> 01:33:47.743
and they'll continue
on getting the discount.
01:33:49.260 --> 01:33:54.260
So as the IOU that's
closing out the presentation
01:33:54.940 --> 01:33:58.375
for all four larger IOUs, just want to,
01:33:58.375 --> 01:34:02.540
again, echo what Eric has shared earlier
01:34:02.540 --> 01:34:05.590
about the disconnection,
at least for SoCalGas,
01:34:05.590 --> 01:34:09.003
and I'm pretty sure it's
similar amongst all four IOUs,
01:34:10.616 --> 01:34:14.873
that when the disconnection
process starts in late August,
01:34:16.410 --> 01:34:19.350
for SoCalGas, we will not disconnect
01:34:19.350 --> 01:34:22.720
any customers who has a Low Income
01:34:22.720 --> 01:34:26.200
Home Energy Assistance
Program pledge pending,
01:34:26.200 --> 01:34:28.240
customers who make a payment of at least
01:34:28.240 --> 01:34:31.070
20% of the amount due,
01:34:31.070 --> 01:34:33.930
customers who are on Medical Baseline,
01:34:33.930 --> 01:34:38.530
customers who already
have payment plans in place,
01:34:38.530 --> 01:34:43.300
customers who are
enrolled in our AMP Program.
01:34:43.300 --> 01:34:47.020
And so again, looking forward to getting
01:34:47.020 --> 01:34:49.800
some additional recommendations.
01:34:49.800 --> 01:34:52.970
And thank you very much
for, on behalf of all four IOUs,
01:34:52.970 --> 01:34:54.840
thank you very much for your time.
01:34:54.840 --> 01:34:56.323
We're open for questions now.
01:34:58.180 --> 01:34:59.630
Thank you very much, Karen,
01:35:00.763 --> 01:35:02.660
and all of your colleagues, IOUs,
01:35:02.660 --> 01:35:05.130
and Jessica for your work
in coordinating everything.
01:35:05.130 --> 01:35:06.793
I'm sure that took a lot of time.
01:35:08.797 --> 01:35:12.687
Going back to what we
said at the onset of item five,
01:35:12.687 --> 01:35:14.570
Commissioner, if your colleagues
01:35:14.570 --> 01:35:17.390
would like to ask questions
first, we'll start there.
01:35:17.390 --> 01:35:20.840
And then we'll move on
to members of the Board.
01:35:20.840 --> 01:35:22.610
Okay, thank you, Benito.
01:35:22.610 --> 01:35:24.863
Yes, I see Martha's hand is raised.
01:35:26.090 --> 01:35:27.620
Thank you,
Commissioner Shiroma.
01:35:27.620 --> 01:35:31.163
And thank you to the IOUs
for that excellent presentation.
01:35:32.011 --> 01:35:36.310
I think there's many
very good points raised.
01:35:36.310 --> 01:35:38.950
I know even pre-COVID,
there was a lot of triaging
01:35:38.950 --> 01:35:42.229
already happening by
them on the disconnections.
01:35:42.229 --> 01:35:45.793
I know that in one particular territory,
01:35:46.850 --> 01:35:51.850
very sad to say that
nearly one in four customers
01:35:52.150 --> 01:35:55.170
was eligible for
disconnections at one point.
01:35:55.170 --> 01:35:58.341
And so this is something
that is obviously
01:35:58.341 --> 01:36:01.803
already well triaged.
01:36:01.803 --> 01:36:06.200
I did want to make sure,
just to put a pin in the fact,
01:36:06.200 --> 01:36:10.550
that we will need to
coordinate with our staff,
01:36:10.550 --> 01:36:12.990
our disconnection staff in particular,
01:36:12.990 --> 01:36:15.180
to provide clarity in these plans
01:36:15.180 --> 01:36:18.720
on how the monthly cap
on disconnections will work,
01:36:18.720 --> 01:36:23.090
so that we are consistent
with what has been
01:36:23.090 --> 01:36:26.150
laid out in these plans, which
is that we don't want to see
01:36:26.150 --> 01:36:29.300
a massive spike in disconnections.
01:36:29.300 --> 01:36:32.010
And unfortunately it
looks like our formula
01:36:32.010 --> 01:36:36.936
for maintaining a balanced
monthly cap was based on
01:36:36.936 --> 01:36:40.210
basically previous months'
levels of disconnections.
01:36:40.210 --> 01:36:43.130
So, without getting
into too much detail,
01:36:43.130 --> 01:36:45.470
I think I look forward
to working with the staff
01:36:45.470 --> 01:36:47.570
and utilities on making
sure we come up with
01:36:47.570 --> 01:36:52.120
a good rule that
governs the monthly cap.
01:36:52.120 --> 01:36:56.630
So we stay at a non-disruptive level.
01:36:56.630 --> 01:37:01.630
And it's, basically, had we had
01:37:01.650 --> 01:37:03.690
an annual level of disconnections going,
01:37:03.690 --> 01:37:06.163
this would not have been an issue,
01:37:06.163 --> 01:37:08.990
but since we're starting at
zero, the formula doesn't work.
01:37:08.990 --> 01:37:12.060
So, I won't spend any more
time on that, but just to know
01:37:12.060 --> 01:37:15.477
that I would like to see
in the transition plans
01:37:15.477 --> 01:37:19.470
a really clear acknowledgement
of how that's gonna work.
01:37:19.470 --> 01:37:21.880
And I'm glad to see that the
plans already acknowledge
01:37:21.880 --> 01:37:24.729
that we're not gonna see a full attempt
01:37:24.729 --> 01:37:29.373
to try to exercise and
get into the cap all at once.
01:37:29.373 --> 01:37:33.700
I also wanted to
acknowledge PG&E for working
01:37:33.700 --> 01:37:37.599
with a CSD on some of
the LIHEAP coordination.
01:37:37.599 --> 01:37:41.290
They seem to be a little
ahead of some of the other,
01:37:41.290 --> 01:37:43.780
some of your utilities there.
01:37:43.780 --> 01:37:48.330
So I will also be following
up with staff on making sure
01:37:48.330 --> 01:37:52.017
that we have that level of
depth and coordination with CSD
01:37:52.017 --> 01:37:55.410
in preparation for
the moratorium lifting.
01:37:55.410 --> 01:37:59.203
And I look forward to
working with folks on that.
01:38:01.930 --> 01:38:04.370
This effort on the
transition plans, as we know,
01:38:04.370 --> 01:38:08.090
is in constant, will need
constant coordination
01:38:08.090 --> 01:38:10.240
with the new rulemaking
that the Commission
01:38:10.240 --> 01:38:13.050
has opened on COVID arrears.
01:38:13.050 --> 01:38:16.640
I noticed that many of the
elements of the plan were
01:38:16.640 --> 01:38:20.020
from the Disconnections
Proceeding, which is good to see,
01:38:20.020 --> 01:38:23.180
but we will be needing to
maintain that coordination
01:38:23.180 --> 01:38:27.200
as we continue to hear
from the public on what
01:38:27.200 --> 01:38:30.400
additional measures may be
needed prior to the end of June.
01:38:30.400 --> 01:38:34.238
So just to note that
that's gonna be important.
01:38:34.238 --> 01:38:37.675
And certainly the
workshop that is planned,
01:38:37.675 --> 01:38:41.553
we'll put out a ruling
soon, for the 25th and 26th,
01:38:41.553 --> 01:38:44.483
will be critical to implementing,
01:38:46.150 --> 01:38:48.970
not necessarily anything
in the plans themselves,
01:38:48.970 --> 01:38:51.293
but just the awareness of that.
01:38:53.310 --> 01:38:55.460
So, I think that those cover the issues.
01:38:55.460 --> 01:38:59.360
And also to support the
earlier comments that
01:38:59.360 --> 01:39:03.090
the importance of
having resources provided
01:39:03.090 --> 01:39:06.150
to the CBOs that are
doing so much of this work.
01:39:06.150 --> 01:39:08.710
I just recall some of the
partner organizations,
01:39:08.710 --> 01:39:12.806
like during the
Disconnections Proceeding,
01:39:12.806 --> 01:39:16.850
and how much work they do
to make sure folks are aware
01:39:16.850 --> 01:39:18.710
of the Arrearage Management Plan,
01:39:18.710 --> 01:39:21.640
the payment plans in general,
01:39:21.640 --> 01:39:25.530
and how important that's
gonna be during this transition.
01:39:25.530 --> 01:39:27.830
So, hope to see some of that
01:39:27.830 --> 01:39:30.460
further delineated in the plans.
01:39:30.460 --> 01:39:31.293
Thank you.
01:39:33.730 --> 01:39:35.680
Thank you, Commissioner
Guzman Aceves.
01:39:35.680 --> 01:39:40.142
And again, that's March 25th and 26th,
01:39:40.142 --> 01:39:42.990
is that right, for the
upcoming public workshop
01:39:42.990 --> 01:39:46.760
on the current rulemaking.
01:39:46.760 --> 01:39:49.930
Other Commissioners,
with questions or comments.
01:39:49.930 --> 01:39:52.297
Yes, we'll go with Commissioner Houck
01:39:52.297 --> 01:39:54.433
and then Commissioner Rechtschaffen.
01:39:55.380 --> 01:39:57.380
President Batjer, I wasn't
sure if you've raised your hand,
01:39:57.380 --> 01:39:59.260
but we'll go in that order, how's that?
01:39:59.260 --> 01:40:01.393
Okay, Commissioner Houck.
01:40:02.293 --> 01:40:03.126
Thank you,
Commissioner Shiroma.
01:40:03.126 --> 01:40:05.613
And thank you for
that great presentation.
01:40:06.710 --> 01:40:10.130
The AMP Program
went live on February 1st.
01:40:10.130 --> 01:40:11.790
And I just wanted to
hear a little bit about
01:40:11.790 --> 01:40:13.790
the utilities rollout and the fact that
01:40:13.790 --> 01:40:17.447
there's not much time between
now and this June 30th date
01:40:17.447 --> 01:40:19.250
and what efforts are being made
01:40:19.250 --> 01:40:21.930
to get enrollment in the program?
01:40:21.930 --> 01:40:24.310
If there's been any
major issues or concerns
01:40:24.310 --> 01:40:27.530
and how utilities are
gonna plan to deal with that,
01:40:27.530 --> 01:40:29.573
to make sure we get folks enrolled?
01:40:33.670 --> 01:40:37.090
Hi, so I can answer,
for Edison at least.
01:40:37.090 --> 01:40:41.850
So, Edison, we currently
offer two paths to enroll,
01:40:41.850 --> 01:40:44.500
one being, call in and speak to
01:40:44.500 --> 01:40:47.250
a customer call center representative.
01:40:47.250 --> 01:40:52.250
The other being what is
on our online, on sce.com.
01:40:52.888 --> 01:40:57.527
However, we want to make sure that for,
01:40:58.540 --> 01:41:00.920
that there's kind of an
understanding, at least here,
01:41:00.920 --> 01:41:03.270
about what that really entails.
01:41:03.270 --> 01:41:05.270
We're working and trying really hard
01:41:05.270 --> 01:41:08.906
to make it as seamless as
possible for the customer.
01:41:08.906 --> 01:41:11.070
However, on the back end,
01:41:11.070 --> 01:41:13.600
it is very much a manual operation.
01:41:13.600 --> 01:41:16.089
So, on sce.com right now, there's a form
01:41:16.089 --> 01:41:17.650
that the customer can fill
out and then they hit submit
01:41:17.650 --> 01:41:20.640
and it looks like it's
online enrollment.
01:41:20.640 --> 01:41:22.400
But if you kind of like
peel back the curtain.
01:41:22.400 --> 01:41:24.310
it really is like a hamster wheel there,
01:41:24.310 --> 01:41:25.820
there's an analyst,
there's people looking at it,
01:41:25.820 --> 01:41:27.880
and they're transitioning
and they're making sure
01:41:27.880 --> 01:41:30.320
that that that customer is eligible.
01:41:30.320 --> 01:41:32.830
And we had to build a
separate database on the side
01:41:32.830 --> 01:41:34.980
and then temporarily start looking at
01:41:34.980 --> 01:41:36.020
which customers are eligible
01:41:36.020 --> 01:41:38.710
so that we can kind of match quickly.
01:41:38.710 --> 01:41:41.010
So there's a lot of
work in order to do that.
01:41:41.010 --> 01:41:45.200
But I'll also say that Edison
is gonna start engaging
01:41:45.200 --> 01:41:50.200
in outreach to eligible
customers after our CSRP go live.
01:41:50.680 --> 01:41:53.560
And the intent is to hit all
customers that are eligible
01:41:53.560 --> 01:41:56.560
for AMP prior to the end of
emergency customer protections,
01:41:56.560 --> 01:41:58.698
so that they all have an opportunity
01:41:58.698 --> 01:42:00.350
to be aware and and understand.
01:42:00.350 --> 01:42:02.040
And we'll probably stagger that, so that
01:42:02.040 --> 01:42:05.400
not all 90 some odd
thousand that are eligible
01:42:05.400 --> 01:42:06.570
call in at the same time.
01:42:06.570 --> 01:42:08.410
And so we'll want to
stagger that to make sure
01:42:08.410 --> 01:42:10.850
that they can get quick call
times through the call center
01:42:10.850 --> 01:42:13.400
if that's the avenue that
they choose to enroll in.
01:42:16.191 --> 01:42:19.963
Other utilities?
Want to weigh in?
01:42:24.160 --> 01:42:25.053
San Diego?
01:42:26.780 --> 01:42:28.370
PG&E?
01:42:28.370 --> 01:42:31.310
Sure, I can speak for PG&E.
01:42:31.310 --> 01:42:33.050
So far we've seen, I believe,
01:42:33.050 --> 01:42:36.935
in the range of 8,000
enrollments to date.
01:42:36.935 --> 01:42:41.130
We have been doing primarily
person to person outreach
01:42:41.130 --> 01:42:44.340
through our credit team
doing outbound calls,
01:42:44.340 --> 01:42:46.213
our call centers doing outbound calls.
01:42:46.213 --> 01:42:48.110
We've also been integrating
01:42:48.110 --> 01:42:51.203
AMP messaging into communications,
01:42:52.980 --> 01:42:57.854
courtesy account status
letters going to customers,
01:42:57.854 --> 01:43:00.720
really trying to kind
of walk before we run,
01:43:00.720 --> 01:43:02.283
as far as the enrollment goes,
01:43:03.380 --> 01:43:06.100
and making sure that we are getting
01:43:06.100 --> 01:43:09.100
the word out in a way that makes sense.
01:43:09.100 --> 01:43:11.720
And we're making sure that our messaging
01:43:11.720 --> 01:43:13.487
is making sense to customers.
01:43:18.450 --> 01:43:20.993
San Diego or SoCal,
anything else to add?
01:43:22.960 --> 01:43:24.053
This is San Diego,
01:43:24.053 --> 01:43:25.980
it's Michelle from San Diego.
01:43:25.980 --> 01:43:30.792
And much like Edison
and PG&E just iterated,
01:43:30.792 --> 01:43:34.970
we are reaching out to
customers on social media,
01:43:34.970 --> 01:43:37.470
just to add a little bit
of tactics, social media,
01:43:37.470 --> 01:43:42.470
as well as engaging in our
energy solutions partner network,
01:43:43.396 --> 01:43:46.293
which I'm sure the
other utilities are as well.
01:43:48.000 --> 01:43:50.070
We've also done bill inserts.
01:43:50.070 --> 01:43:53.850
And so we are using
all of our normal tactics
01:43:53.850 --> 01:43:57.638
to reach and to target to
customers on this issue
01:43:57.638 --> 01:44:00.820
And look forward to
continuing to do that.
01:44:00.820 --> 01:44:04.743
And that's why this marketing lead up to
01:44:04.743 --> 01:44:08.100
when the protections will actually end
01:44:08.100 --> 01:44:09.870
is extremely important.
01:44:09.870 --> 01:44:13.670
And so we'll make that concerted effort
01:44:13.670 --> 01:44:18.670
in the upcoming days as
well, and weeks and months.
01:44:22.290 --> 01:44:26.390
PG&E, adding a couple of
stats that just came my way.
01:44:26.390 --> 01:44:30.760
We have been making
approximately 350 to 400 calls a day.
01:44:30.760 --> 01:44:33.650
Of those, about 100, or in addition,
01:44:33.650 --> 01:44:36.830
100 emails or going to voicemail.
01:44:36.830 --> 01:44:41.830
In total that amounts to
approximately 10,000 calls.
01:44:42.360 --> 01:44:46.330
And the total debt amount forgiven is,
01:44:46.330 --> 01:44:51.330
or if those plans are
adhered to, $11.5 million.
01:44:54.257 --> 01:44:55.663
Okay. Thank you.
01:44:56.880 --> 01:44:59.273
Shall we go to
Commissioner Rechtschaffen.
01:45:02.030 --> 01:45:03.730
Thank you,
Commissioner Shiroma.
01:45:05.390 --> 01:45:09.380
Karen, with SoCalGas, I
guess I have a question for you,
01:45:09.380 --> 01:45:12.287
although it could
apply to Edison as well.
01:45:12.287 --> 01:45:14.680
And I apologize if
someone asked this already.
01:45:14.680 --> 01:45:19.680
But your schedule for
recertifying eligibility
01:45:20.490 --> 01:45:25.048
for CARE and FERA
customers, is different
01:45:25.048 --> 01:45:27.530
by a month from Edison's.
01:45:27.530 --> 01:45:31.240
And SDG&E's is also similar to yours.
01:45:31.240 --> 01:45:32.410
It's very late in the day.
01:45:32.410 --> 01:45:34.530
You've already made a lot of plans.
01:45:34.530 --> 01:45:39.210
I assume or hope you've thought about
01:45:39.210 --> 01:45:40.710
trying to coordinate those dates,
01:45:40.710 --> 01:45:42.980
and is it possible to
coordinate those dates
01:45:42.980 --> 01:45:47.980
so that a SoCalGas customer
who's also an Edison customer
01:45:48.300 --> 01:45:52.935
would not be faced with
two different deadlines
01:45:52.935 --> 01:45:57.935
under which they have
to re-establish eligibility.
01:45:58.430 --> 01:45:59.910
I'm just wondering if there's any way
01:45:59.910 --> 01:46:02.453
to coordinate that, those dates?
01:46:03.777 --> 01:46:07.210
Commissioner Rechtschaffen,
yeah, thanks for the question.
01:46:07.210 --> 01:46:11.140
And absolutely, there's
like, we're trying to figure out
01:46:11.140 --> 01:46:15.206
how do we keep things consistent
01:46:15.206 --> 01:46:18.240
amongst our internal
programs, here at SoCalGas,
01:46:18.240 --> 01:46:21.411
and still try and partner and match with
01:46:21.411 --> 01:46:26.411
our complimentary
electric provider as well.
01:46:26.740 --> 01:46:30.930
Offline we are looking
at these draft schedules
01:46:30.930 --> 01:46:34.033
and in discussions.
01:46:35.403 --> 01:46:39.743
So, we'll definitely take
that into consideration.
01:46:40.630 --> 01:46:42.630
Eric, if you would like to add anything.
01:46:46.060 --> 01:46:48.840
No, I'm gonna say
ditto, just like you did.
01:46:48.840 --> 01:46:49.917
Cool. Thank you.
01:46:52.090 --> 01:46:53.430
Okay, thank you very much.
01:46:53.430 --> 01:46:56.440
I appreciate that
you're looking at that.
01:46:56.440 --> 01:46:59.653
Hopefully something can be worked out.
01:47:04.573 --> 01:47:09.573
And Karen, you're
coordinating with LADWP as well,
01:47:13.380 --> 01:47:17.263
on the Muni side of your customer base?
01:47:19.400 --> 01:47:21.200
Hi, Commissioner Shiroma.
01:47:21.200 --> 01:47:24.490
Yes, at SoCalGas, we're
really in a unique situation
01:47:24.490 --> 01:47:26.130
because we have our sister company,
01:47:26.130 --> 01:47:31.130
as I was mentioning earlier,
this syncing up for SoCalGas,
01:47:32.500 --> 01:47:35.480
we have that very strong effort we have
01:47:35.480 --> 01:47:40.140
with the Munis throughout
our service territory.
01:47:40.140 --> 01:47:42.100
And we also have to keep in mind
01:47:42.100 --> 01:47:44.550
that our sister company SDG&E,
01:47:44.550 --> 01:47:49.100
so trying to stay in
sync with our family
01:47:49.100 --> 01:47:50.490
and with our partners.
01:47:50.490 --> 01:47:52.980
But yes, that is all in motion,
01:47:52.980 --> 01:47:55.140
as we speak, behind the curtains.
01:47:55.140 --> 01:47:55.973
Thank you.
01:47:57.502 --> 01:48:02.060
Okay. And I think
President Batjer says
01:48:02.060 --> 01:48:04.370
she did not have any
questions at this point.
01:48:04.370 --> 01:48:07.690
But I shall check, and otherwise
01:48:07.690 --> 01:48:11.780
we will go back to Chair Delgado-Olson,
01:48:11.780 --> 01:48:15.993
and I notice Lourdes
Medina had her hand up.
01:48:17.340 --> 01:48:20.700
Okay. Back to LIOB.
01:48:20.700 --> 01:48:23.127
Okay. Thank you, Commissioner.
01:48:23.127 --> 01:48:25.693
Before we go to
questions, I did want to,
01:48:26.570 --> 01:48:29.233
it was stated at the
committee meeting a week ago,
01:48:30.210 --> 01:48:31.676
not too much in the substance,
01:48:31.676 --> 01:48:33.710
because I'm sure the
members of our Board
01:48:33.710 --> 01:48:36.680
who are the experts on
them will bring them up,
01:48:36.680 --> 01:48:41.050
but to recap some of the
takeaways from a week ago
01:48:41.050 --> 01:48:43.336
in terms of what we discussed
01:48:43.336 --> 01:48:45.730
as Board members of
the committee meeting.
01:48:45.730 --> 01:48:47.970
We talked about extreme
climate protections
01:48:47.970 --> 01:48:51.960
and beyond the 72 hours into the future.
01:48:51.960 --> 01:48:54.500
We talked about the CARE subsidy rates
01:48:54.500 --> 01:48:57.150
for the most vulnerable households.
01:48:57.150 --> 01:48:59.040
We talked a little bit
about data sharing,
01:48:59.040 --> 01:49:01.680
although that was more related to water.
01:49:01.680 --> 01:49:05.620
There were a number of questions
regarding Medical Baseline.
01:49:05.620 --> 01:49:09.230
There were questions related
to increases in the marketing
01:49:09.230 --> 01:49:12.637
and outreach budgets on a one-time basis
01:49:12.637 --> 01:49:14.300
for some of the objectives listed
01:49:14.300 --> 01:49:17.470
in the draft advice letters.
01:49:17.470 --> 01:49:18.910
There was a lot of discussion around
01:49:18.910 --> 01:49:21.298
how we're going to measure success.
01:49:21.298 --> 01:49:26.050
Best practices from the
Aliso Canyon incidents.
01:49:26.050 --> 01:49:28.970
As well as enrollment and or referrals
01:49:28.970 --> 01:49:32.605
into weatherization
program and other offerings,
01:49:32.605 --> 01:49:36.023
as well as coordination
with public agencies.
01:49:37.160 --> 01:49:41.610
And overall household prioritization.
01:49:41.610 --> 01:49:44.630
We also talked about
arrearage dollars for water
01:49:44.630 --> 01:49:46.920
going toward LIHEAP, but I understand
01:49:46.920 --> 01:49:49.243
that actually already
happened, which is great news.
01:49:49.243 --> 01:49:51.270
Perhaps we can confirm that.
01:49:51.270 --> 01:49:55.820
But I wanted to just
start with the first item,
01:49:55.820 --> 01:49:58.590
which was extreme climate protections
01:49:58.590 --> 01:50:00.560
as an opening question.
01:50:00.560 --> 01:50:04.950
So I noted in the draft
advice letters, it was stated
01:50:04.950 --> 01:50:08.530
in numerous places that
there's a 72 hour cutoff
01:50:08.530 --> 01:50:11.200
in the future for an
extreme climate incident.
01:50:11.200 --> 01:50:15.903
And so, a question that
my colleagues and I had was
01:50:17.149 --> 01:50:22.149
one, a clarification of does
this include cold and heat.
01:50:22.150 --> 01:50:25.170
Another was, we noted that
01:50:25.170 --> 01:50:29.080
the National Oceanic
and Atmospheric Agency,
01:50:29.080 --> 01:50:33.150
I hope I said that right,
cites an 80% accuracy rate
01:50:33.150 --> 01:50:35.370
in predicting extreme climate incidents
01:50:35.370 --> 01:50:36.950
seven days into the future.
01:50:36.950 --> 01:50:41.387
So why three days with
that level of accuracy
01:50:41.387 --> 01:50:44.290
being documented with years of data.
01:50:44.290 --> 01:50:46.700
And then, I think we were all
01:50:48.190 --> 01:50:50.370
hard struck by what happened in Texas.
01:50:50.370 --> 01:50:53.070
And so we also wanted
to ask about the feasibility
01:50:53.070 --> 01:50:55.450
of a power restoration plan.
01:50:55.450 --> 01:50:58.070
If there is an extreme climate episode
01:50:58.070 --> 01:51:00.040
that's going to happen and a household
01:51:00.040 --> 01:51:03.330
has already been disconnected,
is there an easy way,
01:51:03.330 --> 01:51:05.690
if it's eminent within say a day or two,
01:51:05.690 --> 01:51:08.955
to restore the power so that
that household and family
01:51:08.955 --> 01:51:12.784
are protected during that incident.
01:51:12.784 --> 01:51:15.860
And so that's the question I have.
01:51:15.860 --> 01:51:18.967
And then Lourdes, I
believe, you're next.
01:51:27.090 --> 01:51:28.623
Did you give me the word?
01:51:29.742 --> 01:51:31.900
No, it's a question
for the IOUs
01:51:31.900 --> 01:51:34.903
with respect to climate protection?
01:51:36.320 --> 01:51:37.153
Sure.
01:51:37.153 --> 01:51:39.620
Maybe I can start off with
answering some of that.
01:51:39.620 --> 01:51:42.950
So there is a low end as well.
01:51:42.950 --> 01:51:45.390
So, on the high end it's 100 degrees
01:51:45.390 --> 01:51:47.930
and on the low end
it's below 32 degrees.
01:51:47.930 --> 01:51:52.930
So, it's on both sides, in
terms of the 72 hour look ahead.
01:51:53.190 --> 01:51:54.690
So, that's the first question.
01:51:55.840 --> 01:51:57.630
I don't have historical context
01:51:57.630 --> 01:51:59.520
as to why a three-day
versus a seven day.
01:51:59.520 --> 01:52:02.310
So we'll have to take a look
at that and get back to you,
01:52:02.310 --> 01:52:05.163
unless one of my other
colleagues wants to jump in here.
01:52:06.530 --> 01:52:11.103
And then in terms of, I
guess, turning back on,
01:52:12.330 --> 01:52:17.330
like operationally, I guess
we would have to look at it
01:52:18.837 --> 01:52:22.113
and see what the issues are
or what that would look like.
01:52:22.990 --> 01:52:25.690
I think theoretically,
it's a doable ask,
01:52:25.690 --> 01:52:29.240
but I do want to kind of
confirm with the operations team
01:52:29.240 --> 01:52:30.480
and check in on that.
01:52:36.120 --> 01:52:39.370
Okay. Are there other comments
from any of the other IOUs?
01:52:42.520 --> 01:52:44.290
Hi, this is Michelle
01:52:44.290 --> 01:52:45.987
from San Diego Gas and Electric.
01:52:45.987 --> 01:52:49.020
And I would echo Eric's comments.
01:52:49.020 --> 01:52:50.800
Just a little food for thought.
01:52:50.800 --> 01:52:55.410
So these three day heat and cold,
01:52:55.410 --> 01:52:59.317
sort of extreme climate
terms are in our tarrifs.
01:53:02.419 --> 01:53:07.419
And taking a look at it, maybe
we have better research today
01:53:09.215 --> 01:53:12.454
and the Commission and others
01:53:12.454 --> 01:53:15.190
might want to explore changing those.
01:53:15.190 --> 01:53:20.190
But right now, those are
the parameters in our tariffs,
01:53:20.900 --> 01:53:22.670
so that's what we were guided by.
01:53:22.670 --> 01:53:24.270
I just wanted to point that out.
01:53:25.830 --> 01:53:29.810
And so anything different from that,
01:53:29.810 --> 01:53:32.500
if the Governor or the Commission
01:53:32.500 --> 01:53:35.484
wanted us to do something
different than that,
01:53:35.484 --> 01:53:38.663
we would look for guidance
on that, official guidance.
01:53:39.640 --> 01:53:43.420
And then also, on the going in,
01:53:43.420 --> 01:53:46.310
and if we had an emergency event,
01:53:46.310 --> 01:53:48.620
going in and reconnecting customers
01:53:48.620 --> 01:53:51.750
who have been disconnected, again,
01:53:51.750 --> 01:53:54.420
yeah, I'd have to work
with the operational folks
01:53:54.420 --> 01:53:57.170
because there may be
some safety issues with that,
01:53:57.170 --> 01:54:00.460
depending on what that
emergency was, right?
01:54:00.460 --> 01:54:02.300
We wouldn't want to reconnect power
01:54:03.744 --> 01:54:07.100
to places that weren't
safe in the environment
01:54:07.100 --> 01:54:09.423
that they're in in that
particular emergency.
01:54:10.870 --> 01:54:13.443
And that's, those are the
comments I would have.
01:54:18.050 --> 01:54:20.400
Okay. Thank you very much.
01:54:20.400 --> 01:54:21.653
Board Member Medina.
01:54:24.720 --> 01:54:26.180
Thank you, Chairman.
01:54:26.180 --> 01:54:30.120
So, I do appreciate the
slides and the presentations.
01:54:30.120 --> 01:54:34.960
I very much appreciate
the timeline graph.
01:54:34.960 --> 01:54:36.450
It's very helpful.
01:54:36.450 --> 01:54:40.940
And keeping in mind that
this language here you're using
01:54:40.940 --> 01:54:42.260
is also very helpful.
01:54:42.260 --> 01:54:45.490
I do appreciate when
you're being more sensitive
01:54:45.490 --> 01:54:48.740
to the crisis we're all
living in at this time.
01:54:48.740 --> 01:54:52.360
So looking at the
disconnection timeline,
01:54:52.360 --> 01:54:54.840
I think it's very
interesting and very timely
01:54:54.840 --> 01:54:57.290
to see how much response you're getting.
01:54:57.290 --> 01:54:59.210
If you've already
started since February,
01:54:59.210 --> 01:55:03.580
I'm excited to see in the
next Board presentation,
01:55:03.580 --> 01:55:05.930
what has been your data so far?
01:55:05.930 --> 01:55:10.830
So hopefully by the next LIOB
meeting you can have reports
01:55:10.830 --> 01:55:15.100
on how it's gone so far,
from the February 1st date.
01:55:15.100 --> 01:55:15.933
Thank you.
01:55:20.790 --> 01:55:22.480
Thank you, Board Member Medina.
01:55:22.480 --> 01:55:25.477
Other questions and comments
from members of the Board?
01:55:26.593 --> 01:55:30.320
Hello, Mr. Chairman,
this is Bob Castaneda.
01:55:30.320 --> 01:55:33.193
Yeah, I'd like to go ahead
and just quickly to my notes,
01:55:34.520 --> 01:55:39.410
I believe the gentleman from
Southern California Edison had,
01:55:39.410 --> 01:55:42.040
well, he had forecasted
zero disconnections.
01:55:42.040 --> 01:55:45.810
And so that's our collective hope.
01:55:45.810 --> 01:55:49.290
But having said that, I
have to reflect on the fact
01:55:49.290 --> 01:55:52.880
that we have existing
categorical programs or resources
01:55:52.880 --> 01:55:57.550
at our disposal to be
working at full efficacy,
01:55:57.550 --> 01:56:01.160
to have our best chance
at zero disconnections.
01:56:01.160 --> 01:56:03.670
So having said that,
what I'd like to see
01:56:03.670 --> 01:56:08.670
in some finalized
AMP, is detail in terms of
01:56:09.350 --> 01:56:14.350
better data exchange
amongst key service providers,
01:56:14.420 --> 01:56:16.400
stakeholders, including CSD,
01:56:16.400 --> 01:56:18.960
including LIHEAP service providers,
01:56:18.960 --> 01:56:23.960
including the CHANGES program
that we have out of the CPUC,
01:56:24.590 --> 01:56:29.590
as well as your Energy Services
Assistance program providers
01:56:29.730 --> 01:56:33.770
as well as the CARE
capitation service providers.
01:56:33.770 --> 01:56:37.500
So, in essence, kudos to the utilities
01:56:37.500 --> 01:56:40.700
for providing extra
time for disconnection.
01:56:40.700 --> 01:56:43.920
Actually fundamentally
happens in early September.
01:56:43.920 --> 01:56:45.290
Hopefully we avoid that.
01:56:45.290 --> 01:56:47.660
But at the end of the
day, this extra time
01:56:47.660 --> 01:56:50.690
gives us another bite at
the apple to get it right.
01:56:50.690 --> 01:56:53.910
So, one of the things I'd
also like to see and request
01:56:53.910 --> 01:56:56.080
is a hierarchy of need.
01:56:56.080 --> 01:56:58.750
For example, some of
the data that I've seen,
01:56:58.750 --> 01:57:01.290
again, it's probably
not the most current,
01:57:01.290 --> 01:57:05.180
but as of December 31, we
have more customers in arrears
01:57:05.180 --> 01:57:08.440
than we do have enrolled
in the CARE program.
01:57:08.440 --> 01:57:13.240
So, clearly there should
be some detailed outreach
01:57:13.240 --> 01:57:15.630
going to these customers
to make them aware
01:57:15.630 --> 01:57:17.980
that the CARE program does exist,
01:57:17.980 --> 01:57:21.370
as well as a potential
AMP plan, if they need it.
01:57:21.370 --> 01:57:24.240
The other issue that
I'm kind of wrestling with,
01:57:24.240 --> 01:57:26.680
in terms of this hierarchy of need,
01:57:26.680 --> 01:57:30.460
based on better data exchange
and targeting of customers,
01:57:30.460 --> 01:57:33.140
would be critical care customers.
01:57:33.140 --> 01:57:36.250
What I'm talking about are households
01:57:36.250 --> 01:57:39.840
that are needing life
support systems in their home
01:57:40.750 --> 01:57:44.352
to basically just survive.
01:57:44.352 --> 01:57:47.713
And then, clearly we have our
Medical Baseline customers.
01:57:49.720 --> 01:57:52.670
Californians that are having COPD issues
01:57:52.670 --> 01:57:55.460
and other sorts of respiratory issues
01:57:55.460 --> 01:57:58.340
that requires respiratory equipment.
01:57:58.340 --> 01:58:01.780
So, and then we have
an ongoing series of levels
01:58:01.780 --> 01:58:05.860
dealing with climate
zones, where the weather,
01:58:05.860 --> 01:58:08.420
it's extremely hot or extremely cold,
01:58:08.420 --> 01:58:13.000
PSPS zones, fire zones,
and so on and so forth.
01:58:13.000 --> 01:58:16.290
So, in my mind that
gives us a better way
01:58:16.290 --> 01:58:21.290
to sort of dedicate targeted
communication strategies
01:58:21.910 --> 01:58:26.910
as well as resources to not
only avoid disconnections,
01:58:27.190 --> 01:58:30.030
but also to service the
neediest of the neediest
01:58:30.030 --> 01:58:31.110
in the state.
01:58:31.110 --> 01:58:31.943
Thank you.
01:58:37.880 --> 01:58:39.300
Thank you, Robert.
01:58:39.300 --> 01:58:42.050
Other questions and comments
from members of the Board.
01:58:44.840 --> 01:58:46.930
Hi, Benito. This is Jason.
01:58:46.930 --> 01:58:49.063
I have one quick question.
01:58:50.490 --> 01:58:52.830
So, first I just wanted
to thank the IOUs
01:58:52.830 --> 01:58:56.193
for their well thought out
plans and that presentation.
01:58:58.091 --> 01:59:01.630
What I wanted to focus on
is the triaging of customers.
01:59:01.630 --> 01:59:06.630
So, all IOUs have proposed
these elaborate marketing
01:59:06.930 --> 01:59:08.833
and outreach plans and strategies.
01:59:10.215 --> 01:59:14.970
And when a customer's is
wanting to (voice distorting)
01:59:14.970 --> 01:59:18.153
do they go back to
the utility, a company,
01:59:19.480 --> 01:59:21.520
where the customers respond to
01:59:22.620 --> 01:59:25.600
and get information on the
various programs, for one.
01:59:25.600 --> 01:59:27.690
And then two is more about the triaging
01:59:27.690 --> 01:59:29.370
that I would like to better understand,
01:59:29.370 --> 01:59:34.370
of how the utility companies
are gonna understand the needs
01:59:34.670 --> 01:59:37.000
of the particular customers
that are responding
01:59:37.000 --> 01:59:40.670
and direct them to the right
resources that they would need,
01:59:40.670 --> 01:59:44.890
especially in the point that the
Arrearage Management Plans,
01:59:44.890 --> 01:59:46.270
as a condition of eligibility,
01:59:46.270 --> 01:59:48.960
requires participation in CARE or FERA.
01:59:48.960 --> 01:59:52.670
So, I guess I'm sensitive to the process
01:59:52.670 --> 01:59:56.920
that a client might follow
to successfully enroll
01:59:56.920 --> 01:59:58.920
in the AMP program if they're not
01:59:58.920 --> 02:00:02.050
previously enrolled in
CARE or the FERA program.
02:00:02.050 --> 02:00:05.541
And then if they are customers
that have special needs,
02:00:05.541 --> 02:00:09.420
do the utilities have plans
to hand off those customers
02:00:09.420 --> 02:00:11.960
to community based
organizations or partners
02:00:11.960 --> 02:00:16.060
that can help facilitate the
enrollment in those programs?
02:00:16.060 --> 02:00:18.763
Or is the utility prepared
to step up to do that?
02:00:27.730 --> 02:00:30.220
I can quickly
answer for Edison.
02:00:30.220 --> 02:00:33.370
So Decision 20-06-003 also mandated
02:00:33.370 --> 02:00:37.000
that customers be given
an opportunity to enroll
02:00:37.000 --> 02:00:39.500
in all applicable or
eligible benefit programs.
02:00:39.500 --> 02:00:42.640
And so for Edison, we've created a list
02:00:42.640 --> 02:00:45.473
that includes like CARE,
FERA, and then if they're in that,
02:00:45.473 --> 02:00:48.233
then AMP, and put them on payment plans.
02:00:48.233 --> 02:00:51.240
And so we have a list
of programs, so to speak,
02:00:51.240 --> 02:00:53.700
that we would be offering the customer
02:00:53.700 --> 02:00:54.870
when we're speaking with them.
02:00:54.870 --> 02:00:57.270
So imagine a customer calls in and says,
02:00:57.270 --> 02:00:59.080
hey, I'm having some
trouble paying my bill,
02:00:59.080 --> 02:01:02.150
a customer call center
rep would be able to see
02:01:02.150 --> 02:01:04.140
which ones that the
customer is in and on
02:01:04.140 --> 02:01:05.960
and make that offer and
then kind of record like,
02:01:05.960 --> 02:01:09.350
hey, we made this offer,
'cause one of the other things
02:01:09.350 --> 02:01:11.290
in that opening
paragraph specifically is,
02:01:11.290 --> 02:01:13.380
the customer is given two billing cycles
02:01:13.380 --> 02:01:15.600
or roughly two months to enroll.
02:01:15.600 --> 02:01:17.220
And so we also do want to record like,
02:01:17.220 --> 02:01:20.790
hey, we've notified the customer,
and then they're on hiatus
02:01:20.790 --> 02:01:22.900
while we're waiting
for them to go through
02:01:22.900 --> 02:01:24.500
and enroll in all these.
02:01:24.500 --> 02:01:26.940
So definitely there is
communication around that,
02:01:26.940 --> 02:01:28.720
specifically for call
ins, and then beyond
02:01:28.720 --> 02:01:30.650
the broader communication
that we talked about
02:01:30.650 --> 02:01:33.840
just getting enrollment
for customers out there.
02:01:33.840 --> 02:01:37.761
In terms of specifically
getting on CARE or FERA,
02:01:37.761 --> 02:01:42.761
absolutely, I know that we
had some questions about if like,
02:01:43.220 --> 02:01:45.580
the hypothetical, I think at
the subcommittee meeting was,
02:01:45.580 --> 02:01:46.930
if a customer lost her job,
02:01:48.940 --> 02:01:52.000
after the customer protections
ended, could they jump on?
02:01:52.000 --> 02:01:55.560
And so at least for, I think
this one would be true,
02:01:55.560 --> 02:01:57.407
but for Edison, we've
definitely run that down,
02:01:57.407 --> 02:01:59.170
and we're sure that
yeah, they can jump on
02:01:59.170 --> 02:02:04.170
and they can certify that
they are now eligible for this,
02:02:04.320 --> 02:02:05.350
and they would be able to get on.
02:02:05.350 --> 02:02:08.330
So we think there definitely are avenues
02:02:08.330 --> 02:02:09.270
and we're gonna try to get
02:02:09.270 --> 02:02:11.490
the information out to the customers
02:02:11.490 --> 02:02:13.230
in as many different formats as possible
02:02:13.230 --> 02:02:17.290
and hopefully give them
a wide variety of choices
02:02:17.290 --> 02:02:18.590
and options for them to consider
02:02:18.590 --> 02:02:23.360
and see what best fits their
needs and specific case.
02:02:25.691 --> 02:02:26.524
Okay, thank you for that.
02:02:26.524 --> 02:02:27.860
Just a quick follow-up.
02:02:27.860 --> 02:02:31.010
I guess what I'm
getting at is if a customer,
02:02:31.010 --> 02:02:34.510
during that interaction
with your utility company,
02:02:34.510 --> 02:02:37.530
they assess, having a
special need of some sort,
02:02:37.530 --> 02:02:39.390
or you sense that they require some type
02:02:39.390 --> 02:02:43.730
of special assistance to help
them enroll in those programs,
02:02:43.730 --> 02:02:46.580
how do those customers
get assisted that way?
02:02:46.580 --> 02:02:50.240
Because it's great that
we're giving them information,
02:02:50.240 --> 02:02:52.650
but we also may need to also provide
02:02:52.650 --> 02:02:54.120
some additional assistance to help them
02:02:54.120 --> 02:02:58.023
walk down the right path or
speak to the right organization.
02:02:59.252 --> 02:03:01.280
Because I think that's been acknowledged
02:03:01.280 --> 02:03:04.205
in these programs all
along, where we know that
02:03:04.205 --> 02:03:06.590
we have available all
of these different ways
02:03:06.590 --> 02:03:09.330
for an individual to
apply for assistance
02:03:09.330 --> 02:03:13.139
and these different
mechanisms that we use
02:03:13.139 --> 02:03:15.853
to allow entry into the programs,
02:03:16.902 --> 02:03:18.197
and they'd need to be utilized.
02:03:18.197 --> 02:03:20.466
But I don't see them being
emphasized in some of the plans
02:03:20.466 --> 02:03:23.200
or at least the presentations
that were made today.
02:03:23.200 --> 02:03:25.680
I hear you,
definitely understand
02:03:25.680 --> 02:03:27.500
the concern that you're getting at.
02:03:27.500 --> 02:03:30.600
So I guess there's, in my
mind, there's a lot of different
02:03:30.600 --> 02:03:32.760
kind of assistance that could be needed.
02:03:32.760 --> 02:03:35.550
I know our customer
call center representatives
02:03:35.550 --> 02:03:37.758
come in a variety of languages,
02:03:37.758 --> 02:03:39.660
so we can address kind of hopefully
02:03:39.660 --> 02:03:40.600
if there's a language barrier,
02:03:40.600 --> 02:03:43.370
we can get them into
their native language
02:03:43.370 --> 02:03:45.680
that they can speak to and
and make it a little bit easier
02:03:45.680 --> 02:03:48.560
to explain some of these things.
02:03:48.560 --> 02:03:52.570
In addition, I know that
Edison also partners with CBOs
02:03:52.570 --> 02:03:55.010
to assist with the customers
in these specific cases.
02:03:55.010 --> 02:03:58.400
And so it kind of goes back
to, I think somebody had told me
02:03:58.400 --> 02:04:00.300
we have something like 1600 CBOs
02:04:00.300 --> 02:04:01.910
and faith-based organizations
that we're working with,
02:04:01.910 --> 02:04:04.983
and then an additional
30 that really target
02:04:04.983 --> 02:04:07.593
these hard to reach areas,
these specific customers
02:04:07.593 --> 02:04:09.750
I think that you're speaking to,
02:04:09.750 --> 02:04:12.140
and those that we give even additional,
02:04:12.140 --> 02:04:15.240
we provide incentives and
we provide some funding
02:04:15.240 --> 02:04:16.920
to get the message out there.
02:04:16.920 --> 02:04:19.050
And so that's how we're
trying to address that,
02:04:19.050 --> 02:04:21.497
that piece that you're speaking about.
02:04:23.138 --> 02:04:24.440
Thank you.
02:04:24.440 --> 02:04:27.720
I can add to that,
on behalf of PG&E.
02:04:27.720 --> 02:04:31.740
We have had a customer
service outbound call campaign
02:04:32.890 --> 02:04:37.080
that has to date reached almost 120,000,
02:04:37.080 --> 02:04:39.693
we've reached out to
almost 120,000 customers.
02:04:40.550 --> 02:04:45.540
That's really intended to be a holistic,
02:04:45.540 --> 02:04:47.736
solution-oriented call that talks about
02:04:47.736 --> 02:04:52.110
LIHEAP, CARE, FERA,
Arrearage Management Plan,
02:04:52.110 --> 02:04:54.790
if that's something that
customer's eligible for,
02:04:54.790 --> 02:04:58.640
but the contact center reps
are looking at customer data
02:04:58.640 --> 02:05:02.267
as they're having that
conversation and also inviting input.
02:05:02.267 --> 02:05:05.000
If a customer perhaps has had a change
02:05:05.000 --> 02:05:09.000
of financial circumstances,
is now eligible for CARE
02:05:09.000 --> 02:05:12.620
or had a change of income,
is now eligible for FERA.
02:05:12.620 --> 02:05:13.560
Those are the kinds of things
02:05:13.560 --> 02:05:15.960
that come up in those conversations.
02:05:15.960 --> 02:05:20.660
In addition to that, we
do plan to incorporate
02:05:20.660 --> 02:05:24.130
into our messaging and
are already incorporating
02:05:24.130 --> 02:05:27.160
into some of the account status letters,
02:05:27.160 --> 02:05:29.710
things like those communications,
02:05:29.710 --> 02:05:32.970
offering what are the opportunities,
02:05:32.970 --> 02:05:35.150
where is there kind of cross-marketing
02:05:35.150 --> 02:05:37.430
or cross selling opportunities?
02:05:37.430 --> 02:05:41.080
We do know that
LIHEAP is a referral for us.
02:05:41.080 --> 02:05:43.780
We're not processing
those applications internally,
02:05:43.780 --> 02:05:45.737
necessarily, so that's where
02:05:45.737 --> 02:05:48.850
the cross coordination
with other agencies.
02:05:48.850 --> 02:05:51.550
And I think what you're
suggesting makes a lot of sense,
02:05:51.550 --> 02:05:55.310
working with CBOs and
CSD and others out there
02:05:55.310 --> 02:05:57.640
to really ensure that we're bringing
02:05:57.640 --> 02:05:59.937
the strongest package to customers.
02:06:05.290 --> 02:06:07.526
Chair?
Yes.
02:06:07.526 --> 02:06:09.270
Just one more question.
02:06:09.270 --> 02:06:12.280
And that, along these lines, and that is
02:06:12.280 --> 02:06:16.853
to drill down a bit on the call centers.
02:06:18.105 --> 02:06:21.828
What I should have
reminded us at the get go is,
02:06:21.828 --> 02:06:25.070
we heard at our En Banc a
few weeks ago on rates that
02:06:26.090 --> 02:06:31.090
the arrearage for our
regulated energy is $1.1 billion.
02:06:37.860 --> 02:06:40.440
It's over a billion dollars that
02:06:40.440 --> 02:06:42.330
our regulated utility companies
02:06:42.330 --> 02:06:43.760
are experiencing in terms of customers
02:06:43.760 --> 02:06:46.140
who have not been
able to pay their bills.
02:06:46.140 --> 02:06:50.410
We're talking about some
hundreds of thousands of customers.
02:06:50.410 --> 02:06:55.410
So, we heard a little
bit about the call centers
02:06:56.130 --> 02:07:01.130
and phasing things,
because call center wait times,
02:07:01.850 --> 02:07:04.300
that's really important.
02:07:04.300 --> 02:07:07.000
Is there anything else
that any of the utilities
02:07:07.000 --> 02:07:10.170
want to share with us
about what they are doing
02:07:10.170 --> 02:07:13.830
to assure that their
call centers are ready.
02:07:13.830 --> 02:07:15.450
All the other efforts that are on line,
02:07:15.450 --> 02:07:19.867
CBOs, the faith-based groups,
energy efficiency workers
02:07:19.867 --> 02:07:21.868
and so forth, towards helping out here.
02:07:21.868 --> 02:07:23.780
But what about anything else
02:07:23.780 --> 02:07:25.883
on the call centers, to be ready?
02:07:29.300 --> 02:07:31.770
Eric you're nodding
your head. Eric Olsen.
02:07:31.770 --> 02:07:33.353
I am, yes. Thank you.
02:07:33.353 --> 02:07:35.950
One of the things that did early on
02:07:35.950 --> 02:07:40.375
was we reached out to customers,
both through focus groups
02:07:40.375 --> 02:07:43.560
with business and residential customers,
02:07:43.560 --> 02:07:46.810
as well as to community
based organizations,
02:07:46.810 --> 02:07:50.700
the LIOB, AFN, to get their input
02:07:50.700 --> 02:07:54.167
on what are the right
things to be talking about
02:07:54.167 --> 02:07:56.800
and how can we present them in a way
02:07:56.800 --> 02:08:01.800
that will resonate and
really be internalized.
02:08:02.410 --> 02:08:05.030
We want to make these communications
02:08:05.030 --> 02:08:08.190
actionable and understandable.
02:08:08.190 --> 02:08:09.380
It can be daunting.
02:08:09.380 --> 02:08:12.400
It can be really challenging.
02:08:12.400 --> 02:08:14.730
And that situation for customers,
02:08:14.730 --> 02:08:16.410
where they're not sure where to turn,
02:08:16.410 --> 02:08:19.210
they're not sure how
to get out of a hole
02:08:19.210 --> 02:08:21.250
that they might find themselves in
02:08:21.250 --> 02:08:23.330
when it comes to past due balances.
02:08:23.330 --> 02:08:26.660
So, as we're able to kind of peel back
02:08:26.660 --> 02:08:29.300
the layers of the onion and understand
02:08:29.300 --> 02:08:33.180
what are those key messages
and how can we show up
02:08:33.180 --> 02:08:36.230
with a tone and a
message that's empathetic
02:08:36.230 --> 02:08:39.730
to get past that initial standpoint.
02:08:39.730 --> 02:08:43.023
It's really an important
piece of the puzzle.
02:08:43.930 --> 02:08:47.770
That, in combination with
a lot of different channels
02:08:47.770 --> 02:08:50.000
and making sure that our
message is getting out there
02:08:50.000 --> 02:08:52.540
through trusted advisors.
02:08:52.540 --> 02:08:54.483
So it's a combination of things.
02:08:57.870 --> 02:09:00.897
Commissioner Shiroma,
this is Karen from SoCalGas.
02:09:00.897 --> 02:09:03.310
And I wanted to specifically
address your question
02:09:03.310 --> 02:09:06.073
about the call center efforts.
02:09:07.810 --> 02:09:12.590
For SoCalGas, the call
centers are working closely
02:09:12.590 --> 02:09:15.190
on the core team that's
part of the transition plan,
02:09:15.190 --> 02:09:16.250
the collections and billing.
02:09:16.250 --> 02:09:20.940
They are communicating
with the call center teams
02:09:20.940 --> 02:09:23.238
to ensure to give them a heads up about,
02:09:23.238 --> 02:09:28.238
as you've mentioned, the
coming end of the moratorium
02:09:28.530 --> 02:09:33.483
and what type of call
volumes we are expecting.
02:09:33.483 --> 02:09:36.810
SoCalGas, we are used to high call,
02:09:36.810 --> 02:09:38.713
our service, our call centers,
02:09:40.204 --> 02:09:44.640
sharing best practices
amongst the four IOUs.
02:09:44.640 --> 02:09:47.787
We have systems in place and support,
02:09:47.787 --> 02:09:52.120
resources, overtime,
all of that is in place
02:09:52.120 --> 02:09:55.480
to ensure that we
keep the level of service
02:09:55.480 --> 02:09:59.313
and level of satisfaction
at the requirement.
02:10:00.900 --> 02:10:03.520
So I think your concern is valid.
02:10:03.520 --> 02:10:07.960
And just you sharing that
with us, I jotted it down.
02:10:07.960 --> 02:10:10.163
We're gonna revisit that.
02:10:11.770 --> 02:10:15.930
But I hope this addresses
the question you had
02:10:15.930 --> 02:10:17.753
about are the call centers ready.
02:10:21.230 --> 02:10:22.300
All right, thank you.
02:10:22.300 --> 02:10:24.980
I see Lourdes has her hand up.
02:10:24.980 --> 02:10:28.040
Sorry, would it be
possible for me also
02:10:28.040 --> 02:10:30.070
to jump in on that, to make sure?
02:10:30.070 --> 02:10:32.151
Sorry, real quick.
Oh sure, sure.
02:10:32.151 --> 02:10:34.055
Hear from Edison, sure.
02:10:34.055 --> 02:10:37.280
Yes, for Edison, so we
recognize that we also have
02:10:37.280 --> 02:10:39.050
all of the same constraints
and we actually have
02:10:39.050 --> 02:10:41.160
some additional ones because we have
02:10:41.160 --> 02:10:44.700
our customer service system
re-platforming going on.
02:10:44.700 --> 02:10:47.440
So normally Edison has a set number
02:10:47.440 --> 02:10:49.440
of call center employees
that are in California
02:10:49.440 --> 02:10:50.890
that are Edison employees,
02:10:50.890 --> 02:10:54.657
and then we also subcontract
out to a company out in Texas
02:10:54.657 --> 02:10:58.480
to handle some additional overflow.
02:10:58.480 --> 02:11:02.230
And so we triage the calls to
give the more complicated ones
02:11:02.230 --> 02:11:05.380
that require more training to
our internal Edison employees.
02:11:05.380 --> 02:11:07.050
And then the ones that may be easier,
02:11:07.050 --> 02:11:09.020
like I just want to turn on my power,
02:11:09.020 --> 02:11:09.870
switch it over to my name,
02:11:09.870 --> 02:11:12.360
then those we'll outsource a little bit.
02:11:12.360 --> 02:11:14.995
In recognizing that
with our system upgrade
02:11:14.995 --> 02:11:17.350
we're gonna do probably even more
02:11:17.350 --> 02:11:20.210
and have some potential
for more customers to call in.
02:11:20.210 --> 02:11:21.710
What Edison has done is then contracted
02:11:21.710 --> 02:11:23.250
with another company out in Mexico
02:11:23.250 --> 02:11:26.284
on a temporary basis to
handle even more of that.
02:11:26.284 --> 02:11:29.013
And I believe the term
that is used is kind of like
02:11:29.013 --> 02:11:32.730
just the additional
themes like the bubble of it,
02:11:32.730 --> 02:11:34.270
so that you can build more and more
02:11:34.270 --> 02:11:36.543
as you need to, on a temporary basis.
02:11:37.710 --> 02:11:41.250
Proactively though, we also
recognize that things like AMP,
02:11:41.250 --> 02:11:42.850
that if they go through the call center,
02:11:42.850 --> 02:11:44.500
they have a whole list
of eligibility requirements
02:11:44.500 --> 02:11:46.874
that you see in our in
our presentation appendix.
02:11:46.874 --> 02:11:48.890
will take up a lot of
time and potentially
02:11:48.890 --> 02:11:52.370
if a customer calls, a rep
has to go through and verify
02:11:52.370 --> 02:11:54.580
each one of those
eligibility parameters.
02:11:54.580 --> 02:11:56.660
It could increase your
average handling time
02:11:56.660 --> 02:11:58.640
and you would not be able
to enroll as many customers.
02:11:58.640 --> 02:12:01.010
So what Edison did is proactively,
02:12:01.010 --> 02:12:02.160
and I kind of spoke
to this a little bit before,
02:12:02.160 --> 02:12:04.240
was we built a database
that gets refreshed
02:12:04.240 --> 02:12:07.420
on I think a daily basis
right now that show
02:12:07.420 --> 02:12:08.680
here are all the eligible customers
02:12:08.680 --> 02:12:10.900
so that hopefully most of
the time if a customer calls in,
02:12:10.900 --> 02:12:13.340
we can search it real quick,
ping against the database,
02:12:13.340 --> 02:12:15.360
and we already know
if they're eligible or not.
02:12:15.360 --> 02:12:17.080
And so we found that that also lowered
02:12:17.080 --> 02:12:18.150
our average handling time.
02:12:18.150 --> 02:12:21.720
So, things of that, where
we can try to speed things up
02:12:21.720 --> 02:12:23.700
or do a little bit of
work on the back end
02:12:23.700 --> 02:12:24.700
before the customer calls,
02:12:24.700 --> 02:12:26.800
we find that's been
really helpful for us.
02:12:26.800 --> 02:12:27.633
Thank you.
02:12:31.700 --> 02:12:33.720
Lourdes, I think
you had your hand up.
02:12:33.720 --> 02:12:35.090
Yes. Thank you.
02:12:35.090 --> 02:12:37.560
Yeah, and actually
in regards to the calls,
02:12:37.560 --> 02:12:40.270
I did already get two
community members call me
02:12:40.270 --> 02:12:42.320
that they were called by PG&E.
02:12:42.320 --> 02:12:45.710
So I'm excited that I'm hearing that.
02:12:45.710 --> 02:12:47.960
And then too, the
question that they asked me
02:12:47.960 --> 02:12:49.980
is like, well how do I
know it's not a scam, right?
02:12:49.980 --> 02:12:52.010
I go, well, if you're their customer,
02:12:52.010 --> 02:12:53.880
they should be telling you information.
02:12:53.880 --> 02:12:55.940
And they're trying to
get something from you,
02:12:55.940 --> 02:12:58.350
they're gonna be taking
information from you.
02:12:58.350 --> 02:13:00.210
So, I think that the call centers,
02:13:00.210 --> 02:13:02.792
it's also very important
also to provide,
02:13:02.792 --> 02:13:04.950
for them not to feel
they're being scammed
02:13:04.950 --> 02:13:09.130
that they could check, well,
if you want to call us back,
02:13:09.130 --> 02:13:10.840
this is our company number
02:13:10.840 --> 02:13:13.260
or this is a badge number or so forth.
02:13:13.260 --> 02:13:15.930
And so I think that
it's helpful to also note
02:13:15.930 --> 02:13:19.375
that for Spanish language
community members,
02:13:19.375 --> 02:13:23.520
they're always be subject
by predator lenders out there.
02:13:23.520 --> 02:13:26.930
So I just tell them that if
they can give you information,
02:13:26.930 --> 02:13:29.030
you as a customer, then that means
02:13:29.030 --> 02:13:31.280
that it is the company
you're talking to.
02:13:31.280 --> 02:13:32.113
Thank you.
02:13:36.300 --> 02:13:37.133
Thank you, Lourdes.
02:13:37.133 --> 02:13:40.053
Other questions, comments
from members of the Board.
02:13:43.950 --> 02:13:45.453
Hey, Benito. This is Pat.
02:13:46.420 --> 02:13:47.550
Yeah. I have a question.
02:13:47.550 --> 02:13:51.380
In the PG&E's draft plan,
they addressed the issue
02:13:51.380 --> 02:13:55.720
of the transition of
customers to TOU rates
02:13:55.720 --> 02:13:57.160
occurring just about the same time
02:13:57.160 --> 02:13:59.730
as the customer protections are ending.
02:13:59.730 --> 02:14:01.010
So I have a couple of questions.
02:14:01.010 --> 02:14:04.530
One is, is that only applicable to PG&E
02:14:04.530 --> 02:14:09.250
or are other utilities also
doing transitions to TOU rates
02:14:09.250 --> 02:14:12.570
to customers during
that same period of time?
02:14:12.570 --> 02:14:14.753
That's my first question.
02:14:29.608 --> 02:14:31.820
This is Jessica with LIOB.
02:14:31.820 --> 02:14:34.253
I can answer that at a high level.
02:14:35.710 --> 02:14:39.310
I understand that PG&E will also be
02:14:39.310 --> 02:14:43.020
transitioning time of
use as well as SCE.
02:14:43.020 --> 02:14:47.518
I believe San Diego has
completed, but I would like
02:14:47.518 --> 02:14:51.183
San Diego and PG&E
to confirm for their IOUs.
02:14:56.640 --> 02:14:57.997
Thank you, Jessica.
02:14:59.530 --> 02:15:02.170
Hi, this is Michelle
Somerville at SDG&E,
02:15:02.170 --> 02:15:03.440
and yes, we have completed
02:15:03.440 --> 02:15:07.163
our residential transition
to time of use rates.
02:15:11.450 --> 02:15:14.560
Okay, so my next question,
02:15:14.560 --> 02:15:18.263
since PG&E really kind of, sort of,
02:15:19.990 --> 02:15:21.630
outlined what their strategy was
02:15:21.630 --> 02:15:23.450
really well in their draft plan,
02:15:23.450 --> 02:15:25.200
there's a lot of information.
02:15:25.200 --> 02:15:27.150
My concern is there's
a lot of information,
02:15:27.150 --> 02:15:30.090
a lot of things happening with
these customers at one time.
02:15:30.090 --> 02:15:33.810
And so, there's a lot of
activity and scamming,
02:15:33.810 --> 02:15:36.420
as Lourdes just mentioned, with people
02:15:36.420 --> 02:15:39.263
canvassing the streets,
talking about the TOU rates.
02:15:39.263 --> 02:15:42.130
And so it seems to me that
there's a lot of information
02:15:42.130 --> 02:15:46.550
for customers to have to
comprehend at the same time.
02:15:46.550 --> 02:15:49.330
So, I'm wondering if
anybody's just given any thought
02:15:49.330 --> 02:15:52.420
to how we make sure
that customers are really
02:15:52.420 --> 02:15:56.820
understanding the different
messages and how we use that
02:15:56.820 --> 02:16:01.010
to combat some of the issues
of people making phone calls
02:16:01.010 --> 02:16:03.520
or walking the streets,
knocking on doors,
02:16:03.520 --> 02:16:06.010
talking about do you have smart meters,
02:16:06.010 --> 02:16:08.160
do you know about changing
to the time of use rates,
02:16:08.160 --> 02:16:10.870
that aren't even a part
of the utility companies.
02:16:10.870 --> 02:16:12.270
And I know for a fact that's happening
02:16:12.270 --> 02:16:14.800
because someone was
canvassing my neighborhood
02:16:14.800 --> 02:16:16.820
and then I've also gotten
calls from other people
02:16:16.820 --> 02:16:18.363
who are receiving phone calls.
02:16:19.561 --> 02:16:21.080
So, I just wanted to get
some thoughts and input
02:16:21.080 --> 02:16:24.637
from the utility companies on
how we deal with those issues?
02:16:36.330 --> 02:16:38.940
Hi, it's Eric from PG&E.
02:16:38.940 --> 02:16:40.180
Thanks for the question.
02:16:40.180 --> 02:16:43.830
I can take a first pass here.
02:16:43.830 --> 02:16:48.830
What the concern he raises
is absolutely fundamental.
02:16:49.150 --> 02:16:53.760
We do want to make
sure to support outreach
02:16:54.870 --> 02:16:59.870
and in-person canvassing
any of those efforts to ensure
02:17:00.599 --> 02:17:05.599
that where we can it's not
perceived as being a scam.
02:17:06.180 --> 02:17:09.300
One of the ways that we
can and have done that is
02:17:09.300 --> 02:17:13.280
through some of the
coordinated outreach efforts,
02:17:13.280 --> 02:17:17.910
making sure customers are
aware and notified ahead of time
02:17:17.910 --> 02:17:20.110
before someone comes to their door,
02:17:20.110 --> 02:17:23.640
making sure that we work
with local organizations,
02:17:23.640 --> 02:17:26.960
community outreach, and
leveraging those channels
02:17:26.960 --> 02:17:30.493
and trusted communications
through those as well.
02:17:31.350 --> 02:17:33.960
It is, I would call it
an ongoing challenge
02:17:33.960 --> 02:17:36.740
and something that we
are definitely focused upon
02:17:36.740 --> 02:17:40.480
and want to make sure we're entertaining
02:17:40.480 --> 02:17:42.980
and interested in hearing
additional ideas as well
02:17:49.753 --> 02:17:53.483
Other feedback from other
utilities to Pat's question?
02:17:58.113 --> 02:18:00.920
I think the key thing is
we do need a commitment
02:18:02.403 --> 02:18:07.403
from the IOUs to go back
and really take a hard look
02:18:08.370 --> 02:18:10.973
at all of these different programs.
02:18:11.900 --> 02:18:16.650
Certainly TOU is gonna be
very important this summer,
02:18:16.650 --> 02:18:21.160
as we all work together to not have
02:18:21.160 --> 02:18:23.463
rolling blackouts this summer, okay.
02:18:24.330 --> 02:18:26.250
And I know, speaking
of all hands on deck,
02:18:26.250 --> 02:18:29.030
it is an all hands on deck effort.
02:18:29.030 --> 02:18:32.770
But if the other utilities
don't have an answer
02:18:32.770 --> 02:18:35.387
to Pat's question at this point,
02:18:35.387 --> 02:18:39.770
it's to go back and really look at how
02:18:39.770 --> 02:18:44.770
that coordination can be smoothly done.
02:18:45.320 --> 02:18:49.150
And then get back to the LIOB
02:18:49.150 --> 02:18:52.793
on anything else that
could inform that effort.
02:18:54.494 --> 02:18:56.056
Okay?
02:18:56.056 --> 02:18:58.097
Commissioner,
I just want to say,
02:18:58.097 --> 02:18:59.840
and I'm not really trying to be funny,
02:18:59.840 --> 02:19:01.630
but I was sitting here
thinking about it, and I was like,
02:19:01.630 --> 02:19:04.300
we really need an
equivalent of Dr. Fauci
02:19:04.300 --> 02:19:06.723
for all this utility messaging.
02:19:07.873 --> 02:19:10.300
A spokesperson, to really
help people understand that.
02:19:10.300 --> 02:19:11.810
'Cause I am very concerned that people
02:19:11.810 --> 02:19:15.020
get different messages and
that there's a lot to comprehend
02:19:15.020 --> 02:19:17.660
in this respect with all
of the different things
02:19:17.660 --> 02:19:19.693
that are happening
on the utilities side.
02:19:20.820 --> 02:19:22.380
Right on.
02:19:22.380 --> 02:19:25.692
Yeah, my family, it's like,
well, what is Dr. Fauci saying?
02:19:25.692 --> 02:19:28.047
(chuckling)
02:19:28.047 --> 02:19:29.397
Somebody's trying to speak.
02:19:30.520 --> 02:19:33.180
Yeah, just laughing
at that statement, Pat.
02:19:33.180 --> 02:19:35.313
I appreciate any time for humor.
02:19:36.490 --> 02:19:38.760
Yeah, I just wanted to
share that, at least for Edison,
02:19:38.760 --> 02:19:41.560
we are looking at an
integrated messaging strategy,
02:19:41.560 --> 02:19:43.440
where we look across the entire year.
02:19:43.440 --> 02:19:46.510
Because we understand that
there are many components
02:19:46.510 --> 02:19:49.410
that are going to impact
our customers this year,
02:19:49.410 --> 02:19:51.950
and we've already spoke
about some of them already.
02:19:51.950 --> 02:19:54.540
And so we want to make
sure that we look across
02:19:54.540 --> 02:19:57.450
the entire year to see
where are the opportunities
02:19:57.450 --> 02:20:00.890
that our outbound marketing
education and outreach
02:20:00.890 --> 02:20:02.980
could help to provide more of those
02:20:02.980 --> 02:20:06.330
umbrella messaging
opportunities, really looking
02:20:06.330 --> 02:20:09.450
to making sure that we're
maximizing where we can.
02:20:09.450 --> 02:20:12.800
So that, for example,
when we're talking about
02:20:12.800 --> 02:20:14.480
Medical Baseline, we're talking about
02:20:14.480 --> 02:20:16.340
our Critical Care
Back-up Battery program,
02:20:16.340 --> 02:20:17.670
we're talking about CARE,
02:20:17.670 --> 02:20:19.930
sort of a packaging and looking at it
02:20:19.930 --> 02:20:23.290
more from a portfolio standpoint,
as what Jason was saying,
02:20:23.290 --> 02:20:26.010
triaging our customers and their needs,
02:20:26.010 --> 02:20:29.100
and definitely echo what Eric
from PG&E shared as well,
02:20:29.100 --> 02:20:31.680
there are very tactical
things that we can do
02:20:31.680 --> 02:20:34.500
to ensure that we assure our customers,
02:20:34.500 --> 02:20:37.630
such as sharing the Edison logo,
02:20:37.630 --> 02:20:39.940
that this is a verified contractor.
02:20:39.940 --> 02:20:43.110
And if this is a area
of interest for the LIOB,
02:20:43.110 --> 02:20:45.430
I think this could be
a future agenda item.
02:20:45.430 --> 02:20:46.870
Something that we can get back
02:20:46.870 --> 02:20:49.000
and have more robust discussion on
02:20:54.480 --> 02:20:56.557
Thank you, Jessica.
Hi, Pat, oh.
02:20:56.557 --> 02:20:57.900
Oh, please go ahead.
Oh, sorry, Benito.
02:20:57.900 --> 02:21:00.670
I just wanted to address Pat's question.
02:21:00.670 --> 02:21:05.670
At SoCalGas, we do
have a webpage dedicated
02:21:05.798 --> 02:21:09.280
for scams and scam alerts, Pat.
02:21:09.280 --> 02:21:13.643
And we'll be sure to revisit that page.
02:21:14.640 --> 02:21:16.380
Some of the information that Jessica
02:21:16.380 --> 02:21:21.380
and our fellow IOU teammates
shared about logos and such,
02:21:22.010 --> 02:21:27.010
we have information here,
and we'll be sure to revisit it
02:21:28.260 --> 02:21:32.370
and see how we can leverage
already existing information
02:21:32.370 --> 02:21:35.110
regarding scam, how
we can leverage perhaps
02:21:35.110 --> 02:21:38.170
with the CBOs and
FBOs that we work with,
02:21:38.170 --> 02:21:39.593
get them familiar with it.
02:21:40.940 --> 02:21:44.250
Yeah, your concern is absolutely valid.
02:21:44.250 --> 02:21:47.640
With more heightened,
there's other opportunists
02:21:47.640 --> 02:21:51.700
who go after customers, so yeah.
02:21:51.700 --> 02:21:52.533
Thank you.
02:21:56.828 --> 02:21:57.661
Thank you, Karen.
02:21:57.661 --> 02:22:01.280
And Pat, I did have another question,
02:22:01.280 --> 02:22:05.913
but Pat, I wanted to make
sure is that good for, okay, cool.
02:22:07.520 --> 02:22:10.054
One was just sort of a clarification,
02:22:10.054 --> 02:22:13.050
'cause it might just be
in the definition of terms
02:22:13.050 --> 02:22:17.020
for the Medical Baseline consideration.
02:22:17.020 --> 02:22:18.840
I noted that in a lot
of the draft letters
02:22:18.840 --> 02:22:23.550
it stated that "individuals
who are permanently disabled
02:22:24.647 --> 02:22:26.970
"have continue to recertify."
02:22:26.970 --> 02:22:29.277
And so it seems like
a conflict of terms.
02:22:29.277 --> 02:22:32.830
I'm just trying to understand
some of the detail better.
02:22:32.830 --> 02:22:34.840
So in other words, if someone,
02:22:34.840 --> 02:22:36.100
when I hear a permanent disability,
02:22:36.100 --> 02:22:38.340
I think it's going to need a
piece of medical equipment
02:22:38.340 --> 02:22:41.380
and to charge it
regularly, for a condition
02:22:41.380 --> 02:22:43.190
that won't improve over time.
02:22:43.190 --> 02:22:46.210
So, why do we make them recertify
02:22:46.210 --> 02:22:48.623
if we know that it's permanent?
02:22:51.425 --> 02:22:54.410
Hi, this is
Michelle from SDG&E,
02:22:54.410 --> 02:22:56.653
and I'll try to hit that one.
02:22:57.580 --> 02:23:01.160
I'm not an operational
expert, but we do ask them
02:23:01.160 --> 02:23:04.090
to recertify because
of their location, right?
02:23:04.090 --> 02:23:08.930
So our accounts are
hooked up to a premises.
02:23:08.930 --> 02:23:13.060
And that person,
although their disability
02:23:13.060 --> 02:23:16.430
will not improve, they may move.
02:23:16.430 --> 02:23:17.850
And so we want to make sure that
02:23:17.850 --> 02:23:20.783
we are protecting them
in the right premises.
02:23:22.840 --> 02:23:24.590
I think that's the primary concern.
02:23:25.990 --> 02:23:26.823
I appreciate that.
02:23:26.823 --> 02:23:28.590
I guess the followup would be,
02:23:28.590 --> 02:23:30.990
wouldn't it be tied to
the individual on the bill
02:23:30.990 --> 02:23:34.040
and not the address because if I move
02:23:34.040 --> 02:23:38.510
from one location to another,
my name is still on the bill.
02:23:38.510 --> 02:23:40.840
Is it because it might
be someone in the family
02:23:40.840 --> 02:23:44.960
who's name is on the
bill or how does that work?
02:23:44.960 --> 02:23:46.320
Yeah, that's correct.
02:23:46.320 --> 02:23:49.220
So if you have someone
in your household,
02:23:49.220 --> 02:23:52.580
maybe your mother or your grandparent
02:23:53.566 --> 02:23:57.750
who has the Medical Baseline criteria,
02:23:57.750 --> 02:24:01.283
that person's name may not
be associated with that bill.
02:24:04.610 --> 02:24:06.270
Okay. Thank you.
02:24:06.270 --> 02:24:07.310
Makes sense.
02:24:07.310 --> 02:24:10.927
Other questions or comments
from members of the Board?
02:24:14.930 --> 02:24:15.763
Yeah. Hi, Benito.
02:24:15.763 --> 02:24:17.682
This is Bob again.
02:24:17.682 --> 02:24:21.540
But I've gotta tell you, I just
love what Pat came up with,
02:24:21.540 --> 02:24:26.000
which is like all of us, we're
getting a lot of robo calls.
02:24:26.000 --> 02:24:28.340
We're getting a lot of unsolicited
02:24:28.340 --> 02:24:31.400
sort of communication and direct mail.
02:24:31.400 --> 02:24:34.680
But, I think that the idea of having
02:24:34.680 --> 02:24:38.920
almost like a Dr. Fauci spokesperson,
02:24:38.920 --> 02:24:40.720
it's really non-partisan,
02:24:40.720 --> 02:24:44.766
it just, kind of like a Californian
02:24:44.766 --> 02:24:48.910
to maybe make public
service announcements,
02:24:48.910 --> 02:24:52.620
maybe a visual for a point of sale,
02:24:52.620 --> 02:24:54.620
together with a tagline, for example,
02:24:54.620 --> 02:24:56.700
in Spanish, you could
say (speaking Spanish)
02:24:56.700 --> 02:24:58.520
or a lot of different other things
02:24:58.520 --> 02:25:00.720
that could be language specific
02:25:00.720 --> 02:25:04.290
that really kind of is
appealing and non-threatening
02:25:05.940 --> 02:25:10.940
and separates this effort
in regards to typically,
02:25:11.150 --> 02:25:12.720
and I think Cliff mentioned it earlier,
02:25:12.720 --> 02:25:15.830
a lot of times, if we don't
simplify the message,
02:25:15.830 --> 02:25:17.970
it just simply doesn't get to where
02:25:17.970 --> 02:25:20.940
we need it to get or do
what we want it to do.
02:25:20.940 --> 02:25:24.230
So, I don't know if maybe a suggestion
02:25:24.230 --> 02:25:26.860
or a question going to the utilities,
02:25:26.860 --> 02:25:29.380
whether or not, with
their marketing budgets,
02:25:29.380 --> 02:25:33.740
they could factor in public
service announcements
02:25:33.740 --> 02:25:38.520
with a third party and
maybe designate or localize it
02:25:38.520 --> 02:25:41.710
to the extent that it
has built in adherence
02:25:41.710 --> 02:25:43.470
to the communities that we're targeting,
02:25:43.470 --> 02:25:45.003
if that's a possibility?
02:25:56.560 --> 02:25:58.860
I think we can promise
to take a look at it.
02:26:04.050 --> 02:26:09.050
I think if nothing else, perhaps
a one-stop phone number
02:26:09.140 --> 02:26:10.730
or something that everyone,
02:26:10.730 --> 02:26:13.980
that adds uniformity to
the entirety of the state,
02:26:13.980 --> 02:26:15.923
especially for areas that overlap.
02:26:19.808 --> 02:26:20.641
Yeah.
02:26:20.641 --> 02:26:22.290
I'm trying to build off of
what you just said, Robert,
02:26:22.290 --> 02:26:26.510
but I mean, Dr. Fauci, I love that idea,
02:26:26.510 --> 02:26:29.580
but he's a world famous individual.
02:26:29.580 --> 02:26:32.210
He's up there with the
president of the United States.
02:26:32.210 --> 02:26:34.247
So I don't know if we can do that.
02:26:34.247 --> 02:26:37.680
But I do think there could
be a way that the messaging
02:26:37.680 --> 02:26:39.640
from the utilities is uniform,
02:26:39.640 --> 02:26:42.490
so that it's one number, it's one stop,
02:26:42.490 --> 02:26:46.040
it's one place regardless of
where you are in the state.
02:26:46.040 --> 02:26:48.530
And then you're immediately
referred to the utility
02:26:48.530 --> 02:26:52.530
that provides you
service, so that it can be
02:26:52.530 --> 02:26:54.563
advertised across the state that way.
02:26:58.661 --> 02:26:59.494
This is Jason.
02:26:59.494 --> 02:27:01.671
I'd just like to expand on that idea
02:27:01.671 --> 02:27:03.106
and that thinking a bit more.
02:27:03.106 --> 02:27:05.323
I think it's akin to something we did
02:27:05.323 --> 02:27:08.850
during the energy
crisis in the early 2000,
02:27:08.850 --> 02:27:10.970
where Flex Your Power campaign,
02:27:10.970 --> 02:27:13.690
even though that was
encouraging individuals
02:27:13.690 --> 02:27:17.550
to reduce their power,
but there was also mention
02:27:17.550 --> 02:27:22.440
of offerings that were being
made through the utilities,
02:27:22.440 --> 02:27:25.890
as well as parts of the state response
02:27:25.890 --> 02:27:29.606
to help control and
stabilize rates during,
02:27:29.606 --> 02:27:32.480
I guess during that energy crisis.
02:27:32.480 --> 02:27:34.791
And I guess this would
be kind of on par with that.
02:27:34.791 --> 02:27:36.988
We're dealing with a potential crisis.
02:27:36.988 --> 02:27:39.580
And then there was a landing page
02:27:39.580 --> 02:27:41.549
where individuals could go and verify
02:27:41.549 --> 02:27:43.817
some of the statements or information
02:27:43.817 --> 02:27:46.540
that they're getting to be true.
02:27:46.540 --> 02:27:48.180
And then obviously they can be routed
02:27:48.180 --> 02:27:52.520
to the right utility company
to get additional information.
02:27:52.520 --> 02:27:55.480
Or even partners that
the utilities are promoting,
02:27:55.480 --> 02:27:58.150
just to bring, just to
ensure that they're,
02:27:58.150 --> 02:28:00.343
all of the information is legitimized.
02:28:03.280 --> 02:28:05.080
I remember that
campaign actually.
02:28:06.360 --> 02:28:07.690
Which tells you they work.
02:28:07.690 --> 02:28:08.920
I remember Flex Your Power,
02:28:08.920 --> 02:28:11.350
it was everywhere for quite a while.
02:28:11.350 --> 02:28:13.830
And I think I was high
school kid back then.
02:28:13.830 --> 02:28:15.610
So if I remembered it
when I was in high school,
02:28:15.610 --> 02:28:16.860
that's pretty impressive.
02:28:19.695 --> 02:28:23.190
But I guess, Eric, is that
something, or Jessica,
02:28:23.190 --> 02:28:28.060
is there a potential to have
a uniforms messaging front
02:28:28.060 --> 02:28:30.160
and a way to refer people to one place
02:28:30.160 --> 02:28:32.560
that would refer them
to their service provider?
02:28:34.030 --> 02:28:35.080
Yeah, this is Jessica.
02:28:35.080 --> 02:28:37.710
I was gonna just comment that
02:28:37.710 --> 02:28:40.050
I think where this
conversation is going is,
02:28:40.050 --> 02:28:43.230
this is necessitating a
Statewide marketing approach
02:28:43.230 --> 02:28:46.680
for the condition of
consumer protections
02:28:46.680 --> 02:28:49.750
and helpful solutions for our customers,
02:28:49.750 --> 02:28:52.280
similar to many other
Statewide campaigns.
02:28:52.280 --> 02:28:55.180
If that's the case, it's a
really large endeavor.
02:28:55.180 --> 02:28:58.850
And so I just want to
suggest that the LIOB
02:28:58.850 --> 02:29:02.920
put that recommendation
into a letter to the CPUC
02:29:02.920 --> 02:29:06.270
or in some other forum.
02:29:06.270 --> 02:29:09.100
I believe there was going to be, Benito,
02:29:09.100 --> 02:29:11.920
I don't know if it's a
letter or some other form
02:29:11.920 --> 02:29:15.610
to capture all this feedback prior
02:29:15.610 --> 02:29:20.580
to the April 1st filing
of our advice letters.
02:29:20.580 --> 02:29:24.080
And if there is this
now growing interest
02:29:24.080 --> 02:29:25.770
in a Statewide campaign,
02:29:25.770 --> 02:29:28.800
I would suggest that
format and that avenue.
02:29:28.800 --> 02:29:31.990
So then the Commission
could respond on that
02:29:31.990 --> 02:29:35.520
because their decision,
or proposed decision, sorry,
02:29:35.520 --> 02:29:37.910
that we're all writing
our advice letters on,
02:29:37.910 --> 02:29:40.818
doesn't have mention
of a Statewide campaign.
02:29:40.818 --> 02:29:43.890
So it's a bit more in scope than,
02:29:43.890 --> 02:29:46.600
we were individually,
the IOUs were planning
02:29:46.600 --> 02:29:49.354
to respond within our own service area
02:29:49.354 --> 02:29:52.830
marketing and education
and outreach plans.
02:29:52.830 --> 02:29:56.240
So, and I welcome anybody
else's feedback on that.
02:29:56.240 --> 02:29:59.610
And if we have Energy
Division representatives here,
02:29:59.610 --> 02:30:01.440
if they have an opinion.
02:30:01.440 --> 02:30:03.323
But the thought of a Statewide campaign,
02:30:03.323 --> 02:30:08.090
I feel as it's bigger than our IOUs
02:30:08.090 --> 02:30:09.733
to individually respond to.
02:30:11.285 --> 02:30:13.663
That is the case, Jessica.
02:30:14.730 --> 02:30:16.933
This is Genevieve Shiroma.
02:30:18.820 --> 02:30:21.227
We haven't authorized the IOUs
02:30:25.254 --> 02:30:28.393
to collect rates to
budget this kind of thing.
02:30:29.750 --> 02:30:33.045
But meanwhile, as Jessica outlines,
02:30:33.045 --> 02:30:37.600
this can be folded
into the comment letter.
02:30:37.600 --> 02:30:41.110
We do also have an
open rulemaking underway.
02:30:41.110 --> 02:30:44.490
There's a workshop coming
up at the end of this month.
02:30:44.490 --> 02:30:48.403
And all of these ideas are things that
02:30:48.403 --> 02:30:50.080
we can take a look at.
02:30:50.080 --> 02:30:55.080
Meanwhile, we are on an
expedited timeframe here,
02:30:56.010 --> 02:30:58.273
because June 30th is
just around the corner.
02:31:01.000 --> 02:31:04.390
But sharing best practices
amongst the IOUs,
02:31:04.390 --> 02:31:09.253
as you have already, is
very important to pursue.
02:31:10.970 --> 02:31:12.550
Yes. President Batjer.
02:31:12.550 --> 02:31:14.470
Yeah. Thank you,
Commissioner Shiroma.
02:31:14.470 --> 02:31:15.303
I agree.
02:31:15.303 --> 02:31:16.690
I think that given the short,
02:31:16.690 --> 02:31:19.510
it would be ideal under
different circumstances,
02:31:19.510 --> 02:31:24.510
one, that we're prepared to
approve something like this,
02:31:24.950 --> 02:31:27.010
it would be paid for by the rate payers,
02:31:27.010 --> 02:31:30.670
but more importantly to your
point, Commissioner Shiroma,
02:31:30.670 --> 02:31:32.410
a Statewide campaign really takes
02:31:32.410 --> 02:31:34.330
quite a bit of time and planning.
02:31:34.330 --> 02:31:36.550
And I think some of the best practices
02:31:36.550 --> 02:31:38.070
and some of the things that have been
02:31:38.070 --> 02:31:40.343
well articulated and outlined today,
02:31:42.000 --> 02:31:46.270
are probably our best bet to get
02:31:46.270 --> 02:31:50.160
the word out carefully and succinctly,
02:31:50.160 --> 02:31:52.320
thoroughly and in a timely way.
02:31:52.320 --> 02:31:54.500
We've really got to get going by June,
02:31:54.500 --> 02:31:57.810
and here we are, cruising
into the middle of March.
02:31:57.810 --> 02:31:59.430
So I agree with you,
Commissioner Shiroma,
02:31:59.430 --> 02:32:03.483
that would maybe be ideal,
but I don't think it's doable.
02:32:07.690 --> 02:32:09.610
Appreciate that,
President Batjer.
02:32:09.610 --> 02:32:12.433
And I guess, Jessica,
a follow up for you then,
02:32:12.433 --> 02:32:16.760
and the other IOUs, I think
what we're getting at here
02:32:16.760 --> 02:32:20.083
is a question of trust
and avoiding scans.
02:32:21.904 --> 02:32:24.820
And scams unfortunately
are very opportunistic.
02:32:24.820 --> 02:32:26.800
That's how they become successful.
02:32:26.800 --> 02:32:29.635
So, one of the other
questions I would have is,
02:32:29.635 --> 02:32:32.870
not for the work that the call centers
02:32:32.870 --> 02:32:35.850
or anybody else are
doing, but would an increase
02:32:35.850 --> 02:32:38.230
in the marketing and outreach budget
02:32:38.230 --> 02:32:42.253
that would give a boost
to capitation fee agencies,
02:32:44.860 --> 02:32:48.730
tribal communities that are
at high risk for disconnection,
02:32:48.730 --> 02:32:53.170
as well as also, and again,
not for the enrollment piece,
02:32:53.170 --> 02:32:55.363
but just for disseminating information.
02:32:56.210 --> 02:32:57.117
I know we've talked a lot about
02:32:57.117 --> 02:32:59.710
the county social service
agencies in the past,
02:32:59.710 --> 02:33:03.900
as well as some of the
associations they work with.
02:33:03.900 --> 02:33:06.390
They add informational
pamphlets to other things
02:33:06.390 --> 02:33:09.340
that are outside of the scope
of work they do all the time.
02:33:11.247 --> 02:33:13.840
Would that be sort of a middle approach
02:33:13.840 --> 02:33:16.914
where if uniformity and
messaging through that,
02:33:16.914 --> 02:33:18.060
and there's not enough time to do it,
02:33:18.060 --> 02:33:22.530
is it possible where,
with the timeline we have,
02:33:22.530 --> 02:33:25.880
those types of decisions and
connections could be made
02:33:25.880 --> 02:33:30.620
to ensure that there
are a boost of resources
02:33:30.620 --> 02:33:32.730
going to the trusted
sources that we do have
02:33:32.730 --> 02:33:34.543
in all the neighborhood communities,
02:33:36.180 --> 02:33:39.293
for these different tools
for families in arrears?
02:33:43.940 --> 02:33:46.710
Yeah, I think
that's a fair request
02:33:46.710 --> 02:33:49.330
to look at our
marketing mix, if you will,
02:33:49.330 --> 02:33:50.920
in terms of how we're leveraging
02:33:50.920 --> 02:33:53.670
all of our different partners
and channels and tactics.
02:33:55.050 --> 02:33:56.760
I don't know enough information
02:33:56.760 --> 02:33:58.620
about their regulatory process.
02:33:58.620 --> 02:34:00.533
Maybe Eric, you can help me out here.
02:34:01.730 --> 02:34:06.030
If the ME&O dollars were articulated,
02:34:06.030 --> 02:34:10.775
or if that is something that
the IOUs are all proposing
02:34:10.775 --> 02:34:14.280
in the final advice letter,
maybe you can comment on that?
02:34:14.280 --> 02:34:18.744
But in terms of the
strategies and the messages
02:34:18.744 --> 02:34:20.070
and channels and tactics,
02:34:20.070 --> 02:34:22.970
I think that the IOUs could definitely
02:34:22.970 --> 02:34:25.500
continue their best practices sharing
02:34:25.500 --> 02:34:26.740
and determine how they want to make
02:34:26.740 --> 02:34:29.157
modifications in their
final advice letter.
02:34:35.230 --> 02:34:37.920
Jessica, I'm not sure
if you were referring
02:34:37.920 --> 02:34:42.920
to Eric from SCE or myself,
but I'll take a crack at it.
02:34:43.370 --> 02:34:44.680
Thank you.
02:34:44.680 --> 02:34:47.837
We do have budget currently in
02:34:47.837 --> 02:34:50.800
our income qualified
programs associated with CARE
02:34:50.800 --> 02:34:53.573
for community based
organization outreach.
02:34:54.450 --> 02:34:57.310
We were asked a question as part
02:34:57.310 --> 02:35:00.133
of the transition plan
filing in the advice letter,
02:35:01.249 --> 02:35:02.680
are we looking for incremental dollars
02:35:02.680 --> 02:35:05.440
or would we anticipate
the need for that?
02:35:05.440 --> 02:35:07.610
Our initial answer was, based on what
02:35:07.610 --> 02:35:10.970
we've incorporated into our
plans, we anticipate using
02:35:10.970 --> 02:35:14.780
existing program funds
to support the work.
02:35:14.780 --> 02:35:16.643
So if we could,
02:35:18.100 --> 02:35:20.480
if there is the flexibility available
02:35:20.480 --> 02:35:25.130
to focus on particular
audiences of customers
02:35:25.130 --> 02:35:30.010
or really amplify CBO engagement
02:35:30.010 --> 02:35:34.320
for certain use cases
among those customers,
02:35:34.320 --> 02:35:37.823
under the guise of CARE and
FERA retention and support,
02:35:39.260 --> 02:35:43.290
I think we have the funds
available to us, as we see it.
02:35:43.290 --> 02:35:46.727
But that is a clarification
I think we would seek
02:35:48.037 --> 02:35:50.630
to put in our April 1st filing.
02:35:52.903 --> 02:35:56.193
And I guess I can
add, I think procedurally,
02:35:56.193 --> 02:35:59.050
that that amount is in
a separate proceeding.
02:35:59.050 --> 02:36:01.900
So we'd probably have to
work through that proceeding
02:36:01.900 --> 02:36:03.810
on the income qualified side as well.
02:36:03.810 --> 02:36:06.600
So there might be a little
bit of a lift in reg and law,
02:36:06.600 --> 02:36:09.200
but we'll figure it out
and we'll take a look at it.
02:36:12.930 --> 02:36:14.740
Okay, thank you.
02:36:14.740 --> 02:36:15.573
Oh please,
02:36:16.746 --> 02:36:20.020
I'm not sure who is speaking,
but please, go ahead.
02:36:20.020 --> 02:36:20.853
Thank you.
02:36:20.853 --> 02:36:22.090
This is Michelle Somerville from SDG&E.
02:36:22.090 --> 02:36:23.873
I was just gonna say ditto.
02:36:25.060 --> 02:36:28.500
Currently our transition plans,
the way they're proposed,
02:36:28.500 --> 02:36:31.530
we were gonna use the existing funding
02:36:31.530 --> 02:36:34.483
from those income qualified programs.
02:36:36.750 --> 02:36:40.633
So ditto to PG&E and their comments.
02:36:44.410 --> 02:36:45.433
Okay. Sounds good.
02:36:46.390 --> 02:36:47.700
So I just wanted to have a time check.
02:36:47.700 --> 02:36:49.870
It is 11:40.
02:36:49.870 --> 02:36:52.940
We'll probably be taking lunch
02:36:52.940 --> 02:36:55.940
a little bit later than anticipated.
02:36:55.940 --> 02:36:58.470
However, there is a hidden
10 minutes in the agenda.
02:36:58.470 --> 02:37:00.890
I don't know if you
noticed, from 12:50 to 1:00,
02:37:00.890 --> 02:37:02.940
there's nothing, so
we'll take that time.
02:37:03.840 --> 02:37:06.220
But I think it's important
for people to stand
02:37:06.220 --> 02:37:07.760
and get a snack or whatever.
02:37:07.760 --> 02:37:12.500
So, let's take a very short
break and come back at 11:50,
02:37:12.500 --> 02:37:14.620
if that's agreeable to everyone.
02:37:14.620 --> 02:37:19.620
And then we will move
on to the next item.
02:37:19.840 --> 02:37:20.933
So see you soon.
02:37:43.514 --> 02:37:46.043
All right, I think it's
a minute past 11:50.
02:37:48.016 --> 02:37:49.193
We're gonna resume.
02:38:01.430 --> 02:38:04.840
So, I think what we'll do,
if it works for everyone,
02:38:04.840 --> 02:38:06.895
we'll try to get through
the presentations
02:38:06.895 --> 02:38:10.620
for the Municipal
Jurisdictional Utilities
02:38:10.620 --> 02:38:15.620
and then proceed with questions
02:38:16.700 --> 02:38:21.530
and try to get to lunch by
12:30, if that's agreeable.
02:38:21.530 --> 02:38:26.530
So we can come back around
maybe 1:00 or slightly after.
02:38:26.600 --> 02:38:29.900
And if we need to
continue with the Q and A,
02:38:29.900 --> 02:38:34.312
as well as I know there is some
public comment on item five,
02:38:34.312 --> 02:38:39.312
we'd ask the IOUs and
the jurisdictional utilities
02:38:39.490 --> 02:38:43.010
to be available for public
comment at that time,
02:38:43.010 --> 02:38:46.313
unless there's any objections
or scheduling conflict.
02:38:49.720 --> 02:38:50.693
Okay, great.
02:38:51.780 --> 02:38:55.880
So, with that, Gillian,
would you make, excuse me,
02:38:55.880 --> 02:38:59.847
would you care to make the
introductions for presentation?
02:39:04.370 --> 02:39:05.203
Not at all.
02:39:05.203 --> 02:39:10.203
So, if we could pull up the
next slide in the slide deck.
02:39:10.400 --> 02:39:15.400
And for the small
multi-jurisdictional utilities,
02:39:16.520 --> 02:39:17.967
Michelle Ansani,
02:39:19.140 --> 02:39:22.630
I hope I'm pronouncing
your name correctly, will be
02:39:22.630 --> 02:39:26.867
kicking off the joint
presentation from Southwest Gas.
02:39:29.600 --> 02:39:31.690
Michelle, are you on?
02:39:31.690 --> 02:39:34.860
I am,
thank you very much.
02:39:34.860 --> 02:39:35.860
Perfect.
02:39:36.850 --> 02:39:39.130
All right, it looks like
we've got the slide up.
02:39:39.130 --> 02:39:41.540
I think, here we go, okay.
02:39:41.540 --> 02:39:46.480
So we have, if we can
move on to the next slide.
02:39:46.480 --> 02:39:51.270
We are going to start with
our group overview as well.
02:39:51.270 --> 02:39:54.790
So the six of us put together a table
02:39:54.790 --> 02:39:57.250
that shows what type
of outreach are we doing
02:39:57.250 --> 02:39:59.971
to stay in contact with our
customers to communicate
02:39:59.971 --> 02:40:02.960
how we're treating the
accounts throughout COVID
02:40:02.960 --> 02:40:05.840
and then throughout the transition,
02:40:05.840 --> 02:40:08.850
once the EDRP does expire.
02:40:08.850 --> 02:40:12.010
And you can see here with this chart,
02:40:12.010 --> 02:40:16.550
that all of us are really using
those bigger, broader forms
02:40:16.550 --> 02:40:21.230
like the website, email, letters,
02:40:21.230 --> 02:40:23.910
and our call centers in most cases,
02:40:23.910 --> 02:40:26.930
to keep our customers
informed and for outreach.
02:40:26.930 --> 02:40:29.910
And then there are a few other options
02:40:29.910 --> 02:40:32.500
that we have that we're
taking advantage of
02:40:32.500 --> 02:40:36.493
if we have them available
within our organization.
02:40:38.030 --> 02:40:42.040
Again, many of us are
using our community-based
02:40:42.040 --> 02:40:45.170
organization groups,
our public affairs groups,
02:40:45.170 --> 02:40:47.750
to help get the word out as well.
02:40:47.750 --> 02:40:50.220
But I'll go through these left to right.
02:40:50.220 --> 02:40:53.150
So all of us are going
to be using our website.
02:40:53.150 --> 02:40:57.580
That is a great avenue to
keep customers informed
02:40:57.580 --> 02:40:59.600
of what is happening on their account,
02:40:59.600 --> 02:41:02.300
how we're able to treat them.
02:41:02.300 --> 02:41:04.580
Email is an option that you can see here
02:41:04.580 --> 02:41:06.680
that many of us are using.
02:41:06.680 --> 02:41:09.470
One thing to keep in mind with email,
02:41:09.470 --> 02:41:12.990
the one unfortunate
piece is that none of us
02:41:12.990 --> 02:41:16.440
are gonna always have all of
our customers' email addresses.
02:41:16.440 --> 02:41:18.410
So while it is always a great benefit
02:41:18.410 --> 02:41:21.520
to use it when we have
it, my concern always is
02:41:21.520 --> 02:41:24.830
that it will not ever reach
100% of your customer.
02:41:24.830 --> 02:41:29.140
So it's always a supplemental
form of communication
02:41:29.140 --> 02:41:31.720
and can never by any means be
02:41:31.720 --> 02:41:34.290
our only form of communication.
02:41:34.290 --> 02:41:37.640
So with that, we always
use a combination
02:41:37.640 --> 02:41:41.460
of bill inserts and
onserts and messaging.
02:41:41.460 --> 02:41:44.830
100% of our customers will receive that,
02:41:44.830 --> 02:41:48.850
whether digitally or through
written correspondence.
02:41:48.850 --> 02:41:53.380
So that is one of the best
tools I always find to use
02:41:53.380 --> 02:41:57.910
in order for customers to
receive those important messages.
02:41:57.910 --> 02:42:01.410
Direct mail obviously is another avenue.
02:42:01.410 --> 02:42:04.730
We always have our
customers' premise address.
02:42:04.730 --> 02:42:08.623
So we will send additional
correspondence through the mail.
02:42:09.950 --> 02:42:13.350
Again, our public affairs
groups are often used
02:42:13.350 --> 02:42:16.170
to get the word out
through their website.
02:42:16.170 --> 02:42:19.620
I know each one of us
will go through our own
02:42:19.620 --> 02:42:22.478
particular plans here
in just a few minutes.
02:42:22.478 --> 02:42:25.541
And many of us are using these,
02:42:25.541 --> 02:42:28.100
using additional outreach groups,
02:42:28.100 --> 02:42:31.080
to put our information
on their websites,
02:42:31.080 --> 02:42:35.143
just as another tool to
reach additional customers.
02:42:36.050 --> 02:42:41.050
And then our call centers,
which is offered, many of us have
02:42:41.170 --> 02:42:45.490
multi-language call center
opportunities for our customers.
02:42:45.490 --> 02:42:48.210
It's another great avenue
because we can train them
02:42:48.210 --> 02:42:51.580
to be very adept at escalation,
02:42:51.580 --> 02:42:54.130
at payment management techniques.
02:42:54.130 --> 02:42:56.240
So this is one of
our best tools as well,
02:42:56.240 --> 02:42:58.180
'cause we have the
ability to answer questions
02:42:58.180 --> 02:43:02.630
and go very in depth to the
customers' particular situations
02:43:02.630 --> 02:43:05.640
and offer more tailored solutions.
02:43:05.640 --> 02:43:09.523
So this is us at a glance
with our outreach channels.
02:43:10.410 --> 02:43:11.490
Our next slide
02:43:13.370 --> 02:43:16.610
will show when each of us
are going to resume activities.
02:43:16.610 --> 02:43:19.520
Again, all six of us are gonna go here
02:43:19.520 --> 02:43:21.740
in just a few minutes,
so we can certainly
02:43:21.740 --> 02:43:25.557
each answer any questions
you have on these dates.
02:43:25.557 --> 02:43:27.720
But you can see here,
02:43:27.720 --> 02:43:31.090
the companies are
going from left to right.
02:43:31.090 --> 02:43:34.190
And we go first with
what is the earliest date
02:43:34.190 --> 02:43:37.070
in which we will disconnect customers?
02:43:37.070 --> 02:43:42.070
You see dates ranging from
early July, as late as September.
02:43:45.333 --> 02:43:48.660
All of us are offering some type
02:43:48.660 --> 02:43:50.620
of deferred payment arrangements.
02:43:50.620 --> 02:43:53.163
And you can see that
there are different terms,
02:43:54.050 --> 02:43:58.530
anywhere from six months,
extending up through 12 months.
02:43:58.530 --> 02:44:00.170
Again, here, what's so nice about that
02:44:00.170 --> 02:44:02.920
is many of us are offering ranges,
02:44:02.920 --> 02:44:04.617
because every customer is different.
02:44:04.617 --> 02:44:07.545
And one thing I've learned in my career,
02:44:07.545 --> 02:44:10.610
spent quite a bit of time in banking,
02:44:10.610 --> 02:44:13.480
it's that this is really something
that should be tailored
02:44:13.480 --> 02:44:16.140
to a customer, 'cause it
doesn't always help a customer
02:44:16.140 --> 02:44:21.070
to take $180 and extend
that for a period of 12 months.
02:44:21.070 --> 02:44:23.100
So we want to help them develop
02:44:23.100 --> 02:44:25.200
very strong payment management habits.
02:44:25.200 --> 02:44:27.893
So it's great to see these ranges.
02:44:29.250 --> 02:44:32.270
As for reestablishing late payment fees,
02:44:32.270 --> 02:44:36.170
those are starting
between July and August.
02:44:36.170 --> 02:44:38.820
So one of the more sooner treatments
02:44:38.820 --> 02:44:40.483
that will go back into effect.
02:44:42.260 --> 02:44:44.860
And then CARE
verification, you can see here
02:44:44.860 --> 02:44:46.650
that we're giving our
customer some time,
02:44:46.650 --> 02:44:51.448
some reinstating
regular verification in July,
02:44:51.448 --> 02:44:54.873
and then all the way up through October.
02:44:58.890 --> 02:45:02.560
So if there are no questions
with that broader view,
02:45:02.560 --> 02:45:05.653
I can go right into Southwest Gas,
02:45:07.210 --> 02:45:09.340
which I should have introduced myself.
02:45:09.340 --> 02:45:12.643
I'm Michelle Ansani with Southwest Gas.
02:45:13.750 --> 02:45:17.530
So here our transition
plan specifically.
02:45:17.530 --> 02:45:19.830
I wanted to start
and call your attention
02:45:19.830 --> 02:45:22.680
to our automatic deferral payment plan.
02:45:22.680 --> 02:45:27.210
Now we have always offered,
as you saw on that last slide,
02:45:27.210 --> 02:45:29.160
payment arrangements for our customer,
02:45:29.160 --> 02:45:32.720
ranging based on what
they would like to do,
02:45:32.720 --> 02:45:34.800
from that eight to 12 months.
02:45:34.800 --> 02:45:38.390
However, what we
decided to do last month
02:45:38.390 --> 02:45:42.990
to help our customers, we had
approximately 20,000 customers
02:45:42.990 --> 02:45:46.105
that were over 60 days delinquent,
02:45:46.105 --> 02:45:49.190
that we wanted to particularly target
02:45:49.190 --> 02:45:52.310
that weren't calling us to ask for help.
02:45:52.310 --> 02:45:55.310
We placed them on an
automatic deferral program
02:45:55.310 --> 02:45:56.330
without their asking.
02:45:56.330 --> 02:45:58.590
Now what we did do
is we sent them a letter
02:45:58.590 --> 02:46:00.400
to say a few things.
02:46:00.400 --> 02:46:03.620
One, we're placing you on
this automatic deferral plan
02:46:03.620 --> 02:46:06.200
because we can see
your account is in arrears.
02:46:06.200 --> 02:46:08.260
Here's our contact center number.
02:46:08.260 --> 02:46:10.570
If there's anything
we can do to help you
02:46:10.570 --> 02:46:14.040
to get you involved, or
excuse me, enrolled in CARE.
02:46:14.040 --> 02:46:16.550
And we provided information about that.
02:46:16.550 --> 02:46:19.700
We also explained of course
how that deferral program
02:46:19.700 --> 02:46:21.580
would work for our customers.
02:46:21.580 --> 02:46:24.220
Then we said, if you
would like to pay more,
02:46:24.220 --> 02:46:27.200
please pay more, that's
a great habit to develop.
02:46:27.200 --> 02:46:29.990
We just wanted to try to help you
02:46:29.990 --> 02:46:32.037
with as much as we could by extending
02:46:32.037 --> 02:46:35.826
your payments out for eight months.
02:46:35.826 --> 02:46:38.650
So we're gonna continue to do that.
02:46:38.650 --> 02:46:41.031
And we may postpone that in March.
02:46:41.031 --> 02:46:44.210
And I say may, because
what we've been doing
02:46:44.210 --> 02:46:47.080
for the past 11 months during COVID,
02:46:47.080 --> 02:46:48.730
I'm sure which so
many of my counterparts
02:46:48.730 --> 02:46:51.170
have been doing as
well, is paying attention
02:46:51.170 --> 02:46:53.030
to what's happening
with their customers,
02:46:53.030 --> 02:46:55.470
watching the spread of COVID-19,
02:46:55.470 --> 02:46:58.830
seeing what's happening from
an unemployment standpoint.
02:46:58.830 --> 02:47:00.910
So we're constantly adjusting this
02:47:00.910 --> 02:47:03.540
as we see our customers need more time.
02:47:03.540 --> 02:47:05.020
But right now that's tentatively
02:47:05.020 --> 02:47:08.333
set to expire early this year.
02:47:09.370 --> 02:47:12.633
And we're informing our
customers through direct mail.
02:47:13.720 --> 02:47:17.150
As for deposits and
late payment charges,
02:47:17.150 --> 02:47:20.500
those have been suppressed
on our customer accounts
02:47:20.500 --> 02:47:23.610
and have been since April 1st.
02:47:23.610 --> 02:47:27.203
We are not looking to
reinstate those until August 1st.
02:47:28.218 --> 02:47:30.339
We're gonna let our customers know
02:47:30.339 --> 02:47:33.070
in as many channels as it makes sense.
02:47:33.070 --> 02:47:37.810
So bill messaging,
naturally our website.
02:47:37.810 --> 02:47:39.688
We've been informing our customers
02:47:39.688 --> 02:47:43.543
in our phone calls and our IVR as well.
02:47:45.340 --> 02:47:48.840
In terms of disconnects
due to nonpayment,
02:47:48.840 --> 02:47:51.290
those have been suspended.
02:47:51.290 --> 02:47:53.730
We have not been
disconnecting any customer
02:47:53.730 --> 02:47:58.360
for nonpayment since March
13th, and we are not looking
02:47:58.360 --> 02:48:01.243
to resume that activity
until September 1st.
02:48:02.200 --> 02:48:05.750
It's come up in a few
conversations earlier today
02:48:05.750 --> 02:48:07.600
about how quickly we can do this.
02:48:07.600 --> 02:48:10.410
So I mentioned we
haven't turned anyone off
02:48:10.410 --> 02:48:12.760
for nonpayment since March 13th.
02:48:12.760 --> 02:48:14.470
We are not looking to catch up.
02:48:14.470 --> 02:48:16.720
We can't, we do not have smart meters.
02:48:16.720 --> 02:48:19.190
Not that that would be our route anyway.
02:48:19.190 --> 02:48:22.220
So we are very slowly
going to infuse this
02:48:22.220 --> 02:48:25.170
back into our system,
again, starting September 1st.
02:48:25.170 --> 02:48:27.110
But when we do, we're not completely
02:48:27.110 --> 02:48:29.540
turning that spigot on high.
02:48:29.540 --> 02:48:32.320
And again, by no
means, could we catch up.
02:48:32.320 --> 02:48:36.050
What we are going to do is,
because we've had our customers
02:48:36.050 --> 02:48:38.547
get extremely far in arrears, right,
02:48:38.547 --> 02:48:43.240
we did attempt to help with
this automatic deferral program.
02:48:43.240 --> 02:48:46.760
By August we'll see how
our customers fared on that.
02:48:46.760 --> 02:48:48.770
But it's certainly given the opportunity
02:48:48.770 --> 02:48:52.610
to really assess the risk.
02:48:52.610 --> 02:48:55.240
And so when this turns
back on in September,
02:48:55.240 --> 02:48:58.720
we're looking at the most
egregious of situations
02:48:58.720 --> 02:49:00.640
of how far behind customers are.
02:49:00.640 --> 02:49:03.050
This is after so much
outreach has occurred,
02:49:03.050 --> 02:49:06.950
certainly additional
messaging, outbound calling,
02:49:06.950 --> 02:49:10.700
which we have started as
well, not to collect a debt,
02:49:10.700 --> 02:49:14.150
but to see if there's anything
from a financial arrangement
02:49:14.150 --> 02:49:16.790
or program we can
connect our customer with.
02:49:16.790 --> 02:49:18.730
So this is with a lot of care that
02:49:18.730 --> 02:49:20.963
we're looking to turn
this measure back on.
02:49:22.140 --> 02:49:24.810
And then last we have
CARE recertification
02:49:24.810 --> 02:49:27.020
and income verification.
02:49:27.020 --> 02:49:29.760
That has been suspended as well.
02:49:29.760 --> 02:49:31.390
And we are looking to turn that on,
02:49:31.390 --> 02:49:34.250
sometime in the last
quarter of this year.
02:49:34.250 --> 02:49:36.700
We want to continue what we think
02:49:36.700 --> 02:49:39.410
is really a great
practice, having it easier
02:49:39.410 --> 02:49:41.980
for our customers to
stay within the program,
02:49:41.980 --> 02:49:45.360
once they've qualified at
some point in time earlier,
02:49:45.360 --> 02:49:48.360
prior to the pandemic, and
help them through this time.
02:49:48.360 --> 02:49:51.020
And then again, with
a great deal of care,
02:49:51.020 --> 02:49:54.070
bill messaging, direct mail campaigns,
02:49:54.070 --> 02:49:58.250
will start to go back to
formal former practices
02:49:58.250 --> 02:50:02.383
that we had in place prior to COVID-19.
02:50:04.001 --> 02:50:06.323
Can I answer any questions?
02:50:08.031 --> 02:50:09.670
I think, Michelle,
what we might do,
02:50:09.670 --> 02:50:11.777
in the interest of time,
similar with the IOUs,
02:50:11.777 --> 02:50:14.190
is to get through the
entirety of the PowerPoint,
02:50:14.190 --> 02:50:16.523
and then open it up
to questions thereafter.
02:50:16.523 --> 02:50:18.693
Excellent. Thank you very much.
02:50:20.030 --> 02:50:21.430
That's it for Southwest Gas.
02:50:32.580 --> 02:50:33.640
Good afternoon, everybody.
02:50:33.640 --> 02:50:34.810
My name is Sean Matlock.
02:50:34.810 --> 02:50:37.140
I'm the Energy Resource Manager here
02:50:37.140 --> 02:50:38.959
at Bear Valley Electric.
02:50:38.959 --> 02:50:42.070
I'd like to say thank
you for the opportunity
02:50:42.070 --> 02:50:44.580
to speak on this important topic.
02:50:44.580 --> 02:50:47.090
And congratulations to the
Commissioners, directors,
02:50:47.090 --> 02:50:50.500
and LIOB Board members
on your 20 year milestone.
02:50:50.500 --> 02:50:52.033
That's fantastic to hear.
02:50:52.990 --> 02:50:54.620
Similar to the other utilities,
02:50:54.620 --> 02:50:58.630
from a marketing and
education and outreach strategy,
02:50:58.630 --> 02:51:02.130
we realize that our messaging
has to be clear and concise
02:51:02.130 --> 02:51:04.477
and that we convey this
very important message
02:51:04.477 --> 02:51:08.390
to all the customers that have some debt
02:51:08.390 --> 02:51:10.910
that they need to deal
with before coming out
02:51:10.910 --> 02:51:13.840
of this COVID season that we're in here.
02:51:13.840 --> 02:51:16.860
Our strategy, really we're ready to go.
02:51:16.860 --> 02:51:18.650
It's March 2021.
02:51:18.650 --> 02:51:22.630
We've already developed
our PR templates.
02:51:22.630 --> 02:51:25.620
And so once we have the
authority to move forward,
02:51:25.620 --> 02:51:28.050
we are going to be reaching out
02:51:28.050 --> 02:51:29.590
to all of our customer classes
02:51:29.590 --> 02:51:31.420
that are in both the 60 to 90 day
02:51:31.420 --> 02:51:34.010
and the greater than
90 day debt categories.
02:51:34.010 --> 02:51:37.890
And our technique or
our strategy is to get them
02:51:37.890 --> 02:51:41.520
onto a payment plans
as soon as possible.
02:51:41.520 --> 02:51:44.822
Once they're on a payment
plan that meets their needs,
02:51:44.822 --> 02:51:47.750
that will keep the
customers from receiving
02:51:47.750 --> 02:51:50.840
any further notices or any
action on the utility's part.
02:51:50.840 --> 02:51:52.430
That's really our goal.
02:51:52.430 --> 02:51:56.632
Although we don't have as
many zeros behind our numbers,
02:51:56.632 --> 02:51:59.260
we realize that it's a
very important process
02:51:59.260 --> 02:52:01.090
that we're all dealing with here.
02:52:01.090 --> 02:52:04.920
So our plan is to work with our CSRs,
02:52:04.920 --> 02:52:06.540
our customer service representatives,
02:52:06.540 --> 02:52:08.920
and those that will be
engaged in the community,
02:52:08.920 --> 02:52:11.820
and really began to reach out
02:52:11.820 --> 02:52:14.020
to our customers in April of 2021.
02:52:14.020 --> 02:52:17.190
I think with our numbers
being as small as they are,
02:52:17.190 --> 02:52:19.450
we are going to go the extra mile
02:52:19.450 --> 02:52:23.090
and actually call each
of these customers,
02:52:23.090 --> 02:52:25.980
in addition to our media
and communication channels,
02:52:25.980 --> 02:52:29.140
which I'll speak to in
just a couple of slides.
02:52:29.140 --> 02:52:30.673
Slide two, please.
02:52:31.870 --> 02:52:34.100
As far as our ME&O target audience,
02:52:34.100 --> 02:52:36.138
it's the same as the other utilities.
02:52:36.138 --> 02:52:39.965
Our tailored messaging will specifically
02:52:39.965 --> 02:52:43.862
reach out to Medical Baseline, CARE,
02:52:43.862 --> 02:52:47.620
AFN, critical customers, and
behind the meter accounts,
02:52:47.620 --> 02:52:52.140
in the 60 to 90 and 90
past due payment category
02:52:52.140 --> 02:52:53.460
as much in previously.
02:52:53.460 --> 02:52:54.930
So that's really our target audience
02:52:54.930 --> 02:52:56.943
that we'll be reaching out to,
02:52:58.090 --> 02:53:00.790
Slide three, please.
02:53:00.790 --> 02:53:03.350
As far as our communication channels,
02:53:03.350 --> 02:53:05.250
here's what we have available to us.
02:53:05.250 --> 02:53:07.280
We will be working
with the local newspaper,
02:53:07.280 --> 02:53:11.080
the local radio company, direct mail,
02:53:11.080 --> 02:53:13.500
social media, and our website.
02:53:13.500 --> 02:53:16.780
In addition, we could,
if we chose to do so,
02:53:16.780 --> 02:53:20.010
make robo calls and we even
have two-way text capability,
02:53:20.010 --> 02:53:21.529
which I think is a good way
02:53:21.529 --> 02:53:25.180
to reach out to those with smartphones.
02:53:25.180 --> 02:53:28.530
We will be working and
partnering with local agencies,
02:53:28.530 --> 02:53:31.760
including the first responders,
that is part of our plan.
02:53:31.760 --> 02:53:34.563
Our message deck is in multi-language.
02:53:35.993 --> 02:53:38.990
It really targets Spanish and
English for our demographics,
02:53:38.990 --> 02:53:40.780
but others as well.
02:53:40.780 --> 02:53:45.620
And to just make a point,
we do not have any CCAs
02:53:45.620 --> 02:53:50.620
in our service territory, nor
any disadvantaged communities.
02:53:51.270 --> 02:53:55.240
So we believe our plan
does align with other programs
02:53:55.240 --> 02:53:57.550
and targets and requirements.
02:53:57.550 --> 02:53:59.890
And we're looking forward
to getting this rolled out
02:53:59.890 --> 02:54:01.670
and working with our customers.
02:54:01.670 --> 02:54:04.680
I would like to say lastly,
that our payment plans
02:54:04.680 --> 02:54:07.960
are gonna be completely
tailored to the customers' needs.
02:54:07.960 --> 02:54:10.809
So they will be able to
put themselves on weekly,
02:54:10.809 --> 02:54:15.090
bi-weekly, or monthly
payments up to 12 months.
02:54:15.090 --> 02:54:17.420
And so, really, I think
that's important for them
02:54:17.420 --> 02:54:19.760
to drive the outcome of that,
02:54:19.760 --> 02:54:22.210
and that's really going
to be our strategy.
02:54:22.210 --> 02:54:25.053
And that concludes our
presentation this afternoon.
02:54:32.045 --> 02:54:35.138
Hi, I just want to see,
02:54:35.138 --> 02:54:39.220
I never received confirmation
from Pacific Power
02:54:39.220 --> 02:54:40.973
on who would be speaking.
02:54:43.510 --> 02:54:48.090
But, if you either chat
me or raise your hand.
02:54:48.090 --> 02:54:50.910
Otherwise we can move on to Liberty,
02:54:50.910 --> 02:54:54.093
which is the next
utility in the slide deck.
02:54:57.630 --> 02:54:58.463
Thank you.
02:55:01.930 --> 02:55:02.763
Hello.
02:55:04.120 --> 02:55:04.953
Thank you.
02:55:04.953 --> 02:55:06.427
My name is Kate Moranne.
02:55:06.427 --> 02:55:09.060
And I act as the customer
care manager for Liberty Utilities
02:55:09.060 --> 02:55:11.733
in the Tahoe region.
providing electrical service.
02:55:12.634 --> 02:55:15.000
And we serve approximately
50,000 customers
02:55:15.000 --> 02:55:17.160
that require our support
as we look to transition
02:55:17.160 --> 02:55:19.380
out of this customer protection period,
02:55:19.380 --> 02:55:21.263
anticipated to end July 1st.
02:55:22.390 --> 02:55:24.140
Throughout the pandemic
period you can see
02:55:24.140 --> 02:55:26.730
the measures listed on this
slide we're all familiar with,
02:55:26.730 --> 02:55:28.350
that has either been implemented
02:55:28.350 --> 02:55:30.720
and or suspended by utilities.
02:55:30.720 --> 02:55:32.630
The purpose of this
presentation is to focus
02:55:32.630 --> 02:55:35.710
on the transition period and
resumption of these activities.
02:55:35.710 --> 02:55:39.003
And with that, I'll ask for, let's see,
02:55:40.590 --> 02:55:41.993
the next slide, please.
02:55:45.090 --> 02:55:46.100
Currently, and over the course
02:55:46.100 --> 02:55:47.730
of the customer protection period,
02:55:47.730 --> 02:55:50.890
Liberty is and has been
placing manual outbound calls
02:55:50.890 --> 02:55:53.110
throughout the pandemic
to advise customers
02:55:53.110 --> 02:55:55.810
of their account status
and individually educate
02:55:55.810 --> 02:55:57.380
and support them in enrolling
02:55:57.380 --> 02:55:59.440
in specific programs available to them.
02:55:59.440 --> 02:56:01.650
And that's all ahead of
the customer protections
02:56:01.650 --> 02:56:02.663
coming to an end.
02:56:03.800 --> 02:56:06.040
As we anticipate the
transition of our business
02:56:06.040 --> 02:56:08.020
back into collections activity,
02:56:08.020 --> 02:56:10.020
we look to resume
our notification process
02:56:10.020 --> 02:56:11.890
outlined on this slide.
02:56:11.890 --> 02:56:14.440
You can see all the
details explained here.
02:56:14.440 --> 02:56:16.500
But one item I think is
important to point out,
02:56:16.500 --> 02:56:19.630
is that as we resume
this noticing procedure,
02:56:19.630 --> 02:56:22.990
duration and amount of balances
with that to be considered,
02:56:22.990 --> 02:56:25.217
as well as our customers that are
02:56:25.217 --> 02:56:27.573
a part of vulnerable populations.
02:56:29.300 --> 02:56:31.460
The 48 hour door hanger notice here,
02:56:31.460 --> 02:56:33.900
I think that's important as
well, as it is hung in person
02:56:33.900 --> 02:56:36.010
by Liberty utilities staff.
02:56:36.010 --> 02:56:38.470
And that gives our customers
an in-person opportunity
02:56:38.470 --> 02:56:39.770
to speak directly with us.
02:56:41.470 --> 02:56:43.490
Notices also speak to
payment arrangements
02:56:43.490 --> 02:56:45.722
and staff in-office,
as well as the field,
02:56:45.722 --> 02:56:48.010
are trained to explain
assistance programs
02:56:48.010 --> 02:56:49.243
and customer options.
02:56:50.310 --> 02:56:53.405
As we value customer
communication and accessibility,
02:56:53.405 --> 02:56:56.060
ensuring bilingual
resources are available
02:56:56.060 --> 02:56:59.060
in our call centers to
support our service territory,
02:56:59.060 --> 02:57:00.780
and ensure information regarding
02:57:00.780 --> 02:57:02.910
low-income assistance programs, support,
02:57:02.910 --> 02:57:06.140
and special payment arrangements
that have been extended
02:57:06.140 --> 02:57:09.193
can be explained and enacted
for all Liberty customers.
02:57:10.150 --> 02:57:14.030
Liberty also has out of state
support from other regions.
02:57:14.030 --> 02:57:17.090
That helps us to support
our emergency needs,
02:57:17.090 --> 02:57:18.180
in terms of the call center,
02:57:18.180 --> 02:57:21.110
to ensure that our local
customer call center agents
02:57:21.110 --> 02:57:23.740
are available to focus
on customer support
02:57:23.740 --> 02:57:26.823
with an empathetic approach
as the forefront, of course.
02:57:28.685 --> 02:57:30.930
A couple of other
things on these slides.
02:57:30.930 --> 02:57:33.760
So circumstances requiring extra steps
02:57:33.760 --> 02:57:36.500
in our collections
process that we adhere to.
02:57:36.500 --> 02:57:40.820
Master meters, tenants
actually received a 10 day notice
02:57:40.820 --> 02:57:43.840
in addition to this
normal noticing process,
02:57:43.840 --> 02:57:46.870
as well as Green Cross
Medical Baseline customers
02:57:46.870 --> 02:57:50.140
get a personal phone call
prior to any disconnection
02:57:50.140 --> 02:57:52.560
of any sort to ensure
that they can be enrolled
02:57:52.560 --> 02:57:55.980
in assistance program or a
special payment arrangement
02:57:55.980 --> 02:57:58.453
to avoid that disconnection.
02:57:59.700 --> 02:58:00.743
Next slide, please.
02:58:04.313 --> 02:58:06.830
This slide speaks to the
anticipated customer communication
02:58:06.830 --> 02:58:09.320
of the recertification
processes and resumption
02:58:09.320 --> 02:58:11.920
of late payment and reconnection fees.
02:58:11.920 --> 02:58:14.530
On June 1st, written
notices are planned to be sent
02:58:14.530 --> 02:58:16.530
to all CARE customers
to communicate ahead
02:58:16.530 --> 02:58:18.460
of any recertification requirements
02:58:18.460 --> 02:58:21.120
that may be upcoming,
as we typically do require
02:58:21.120 --> 02:58:23.750
the recertification every two years.
02:58:23.750 --> 02:58:26.100
Communication will also
be sent out to our customers
02:58:26.100 --> 02:58:28.760
to provide information around
the anticipated resumption
02:58:28.760 --> 02:58:30.720
of reconnection and late fees.
02:58:30.720 --> 02:58:33.640
Important here to note that
reconnection and deposit fees
02:58:33.640 --> 02:58:35.460
that have been waived and not applicable
02:58:35.460 --> 02:58:37.550
throughout the customer
protection period
02:58:37.550 --> 02:58:39.951
are not due prior to
service reconnection,
02:58:39.951 --> 02:58:43.170
and they are billed on
the following statement.
02:58:43.170 --> 02:58:44.440
These amounts can be built into
02:58:44.440 --> 02:58:46.540
a special payment
arrangement, and we look forward
02:58:46.540 --> 02:58:49.353
to offering flexible payment
arrangement accommodations
02:58:49.353 --> 02:58:51.950
in order to really
minimize disconnections
02:58:51.950 --> 02:58:54.763
and best support our
customers on an individual basis.
02:58:58.360 --> 02:58:59.493
Next slide, please.
02:59:02.630 --> 02:59:04.950
The marketing education
and outreach strategy
02:59:04.950 --> 02:59:07.410
includes targeted
communication to our customers,
02:59:07.410 --> 02:59:10.730
including those enrolled in
Arrearage Management Programs,
02:59:10.730 --> 02:59:12.870
customers with large balances owing,
02:59:12.870 --> 02:59:14.127
customers on assistance programs,
02:59:14.127 --> 02:59:16.180
and those within vulnerable populations,
02:59:16.180 --> 02:59:18.910
including Medical Baseline customers.
02:59:18.910 --> 02:59:20.750
We look to communicate
programs and options
02:59:20.750 --> 02:59:22.650
with our customers through bill inserts,
02:59:22.650 --> 02:59:25.840
bill messages, staff
training, and that includes
02:59:25.840 --> 02:59:28.403
in-office and in-field
staff, phone messaging
02:59:28.403 --> 02:59:32.138
through our call center phone
line prior to reaching a rep,
02:59:32.138 --> 02:59:34.950
social media, website communication,
02:59:34.950 --> 02:59:37.030
and physical signage
throughout our offices
02:59:37.030 --> 02:59:39.650
when those are accessible
to the public again.
02:59:39.650 --> 02:59:41.900
Written communication is
shared in a bilingual format
02:59:41.900 --> 02:59:44.050
to meet the needs of
our Liberty customers.
02:59:45.180 --> 02:59:47.560
Liberty looks forward to working
directly with our customers
02:59:47.560 --> 02:59:49.867
to support them through
this transition period.
02:59:49.867 --> 02:59:52.450
And we plan to review the
transition plans submitted
02:59:52.450 --> 02:59:55.430
by all the other utilities
and looking for opportunities
02:59:55.430 --> 02:59:57.277
to improve our final transition plan
02:59:57.277 --> 02:59:59.373
that will be submitted on April 1st.
03:00:00.450 --> 03:00:03.650
With that, I'll conclude my
portion of the presentation.
03:00:03.650 --> 03:00:06.200
And thank you for the
opportunity to present today.
03:00:11.500 --> 03:00:12.800
Hi.
03:00:12.800 --> 03:00:17.470
If the host wouldn't mind
going back to Pacific Power
03:00:17.470 --> 03:00:21.437
and promoting Melissa Nottingham,
03:00:30.121 --> 03:00:32.000
and once she's promoted, she'll be able
03:00:32.000 --> 03:00:34.693
to speak and present for Pacific Power.
03:01:00.280 --> 03:01:01.980
Okay. Can you hear me?
03:01:02.869 --> 03:01:04.219
Yes. Thank you.
03:01:05.210 --> 03:01:06.640
All right.
Thank you so much.
03:01:06.640 --> 03:01:08.540
I apologize for that.
03:01:10.140 --> 03:01:13.180
Technical issues there,
and communication issues.
03:01:13.180 --> 03:01:18.180
Firstly, my name is Melissa
Nottingham and I am the manager
03:01:18.210 --> 03:01:23.210
of Customer Advocacy and
Tariff Policy for Pacific Power.
03:01:24.080 --> 03:01:26.700
And I appreciate
Michelle providing the how
03:01:26.700 --> 03:01:29.200
we're gonna be communicating
with our customers.
03:01:29.200 --> 03:01:31.990
But I just wanted to
take this opportunity
03:01:31.990 --> 03:01:36.390
to provide just a brief
update on who we are
03:01:36.390 --> 03:01:40.320
and the status of our customers'
current economic situation
03:01:40.320 --> 03:01:42.290
and then what we will be doing
03:01:42.290 --> 03:01:45.331
for our customers moving forward.
03:01:45.331 --> 03:01:50.331
And of course recognizing
the time limitation.
03:01:50.500 --> 03:01:53.050
The first slide I have is the,
03:01:53.050 --> 03:01:56.610
if you go to the next slide,
please, just who we are.
03:01:56.610 --> 03:02:01.610
We are situated in the most
northern part of the state,
03:02:01.670 --> 03:02:05.120
ranging from the coast
almost to the Nevada border.
03:02:05.120 --> 03:02:08.060
We have about 36,000 customers.
03:02:08.060 --> 03:02:10.660
Of those, 33% of our customers
03:02:10.660 --> 03:02:13.563
are currently enrolled
in the CARE program.
03:02:14.710 --> 03:02:15.943
Next slide, please.
03:02:18.740 --> 03:02:21.254
Just, we have seen
a significant increase
03:02:21.254 --> 03:02:24.898
in arrears older than 90 days.
03:02:24.898 --> 03:02:29.898
About 20% of those
customers are CARE customers.
03:02:30.430 --> 03:02:32.590
We've seen our arrearages increase,
03:02:32.590 --> 03:02:34.910
but the number of customers is staying
03:02:34.910 --> 03:02:39.910
fairly consistent in these
buckets as far as the 90 plus.
03:02:40.831 --> 03:02:45.831
And also, we've been continuing
to do extensive outreach
03:02:46.210 --> 03:02:50.363
since our moratorium
began on March 13th.
03:02:51.280 --> 03:02:56.280
We have done outbound
calls, texts, bill onserts,
03:02:57.160 --> 03:03:00.289
bill messaging, all the other typical,
03:03:00.289 --> 03:03:04.140
and what's already been stated,
methods of communication.
03:03:04.140 --> 03:03:06.610
We also do employee placed calls,
03:03:06.610 --> 03:03:08.700
where the employees are reaching out.
03:03:08.700 --> 03:03:11.653
There's an example here for the week of,
03:03:12.820 --> 03:03:16.200
through February 22nd, where we
03:03:16.200 --> 03:03:20.040
outbound called
approximately 500 customers,
03:03:20.040 --> 03:03:23.777
set up payment plans,
or received payments.
03:03:23.777 --> 03:03:26.780
We're just trying to
continue during this process
03:03:26.780 --> 03:03:31.230
to keep our customers
engaged and also let them know
03:03:31.230 --> 03:03:34.160
of some of the consumer protections
03:03:34.160 --> 03:03:36.140
that are currently available.
03:03:36.140 --> 03:03:38.160
We've also received approximately
03:03:38.160 --> 03:03:39.900
a million dollars in assistance
03:03:39.900 --> 03:03:44.003
to help our customers
in the 2020 heating year.
03:03:44.930 --> 03:03:46.003
Next slide, please.
03:03:48.260 --> 03:03:50.977
So our real goal with our communication
03:03:50.977 --> 03:03:54.490
and what we've been doing
and what we will continue to do,
03:03:54.490 --> 03:03:57.480
is to help reduce any customer anxiety
03:03:57.480 --> 03:04:01.147
about the moratorium ending.
03:04:01.147 --> 03:04:06.147
And I do want to say that it
will not be business as usual.
03:04:06.660 --> 03:04:09.390
We intend on incrementally resuming
03:04:09.390 --> 03:04:12.000
active collections in our communities.
03:04:12.000 --> 03:04:15.330
And our goal is to reach
out to the neediest customers
03:04:15.330 --> 03:04:18.130
first, prior to disconnection.
03:04:18.130 --> 03:04:20.010
We're going to continue the strategy
03:04:20.010 --> 03:04:22.726
of placing employee outbound calls
03:04:22.726 --> 03:04:25.100
targeting the high balance CARE,
03:04:25.100 --> 03:04:28.320
medical and life
support customers first,
03:04:28.320 --> 03:04:30.450
customers greater than 90 days,
03:04:30.450 --> 03:04:34.220
and then customers
60 to 90 days, et cetera.
03:04:34.220 --> 03:04:37.550
And this we continue
to do and will intensify
03:04:37.550 --> 03:04:42.486
during the months leading
up to the moratorium.
03:04:42.486 --> 03:04:44.770
What we're offering our customers is
03:04:44.770 --> 03:04:46.368
we're offering some extended
03:04:46.368 --> 03:04:49.460
and deferred payment arrangements,
03:04:49.460 --> 03:04:52.000
the option of a 12 month payment plan.
03:04:52.000 --> 03:04:54.630
We also include a budget billing,
03:04:54.630 --> 03:04:57.780
where they can amortize
any of their past due amounts
03:04:57.780 --> 03:05:01.030
into a flat amount each month.
03:05:01.030 --> 03:05:04.453
We're offering down
payments of zero to 1/12th.
03:05:05.890 --> 03:05:08.520
We are also offering a
deferred payment arrangement
03:05:08.520 --> 03:05:10.780
for customers with a zero down
03:05:10.780 --> 03:05:15.240
and a zero installment
on the past due amount
03:05:15.240 --> 03:05:18.678
for the first three months
of the payment plan.
03:05:18.678 --> 03:05:21.440
What we're trying
to do is offer a variety
03:05:21.440 --> 03:05:24.340
of different options for
customers who may have
03:05:24.340 --> 03:05:28.690
no money or very little
money to start a plan,
03:05:28.690 --> 03:05:31.670
but kind of overcome
some of the barriers
03:05:31.670 --> 03:05:34.380
that are prohibiting some customers
03:05:34.380 --> 03:05:38.760
from contacting the company
to set up payment arrangements
03:05:38.760 --> 03:05:42.740
by offering longer
term, no down payment,
03:05:42.740 --> 03:05:45.090
et cetera, type of payment plans.
03:05:45.090 --> 03:05:48.363
'Cause a lot of times
people are, they owe money,
03:05:50.084 --> 03:05:54.250
and they hesitate to
reach out to the utility.
03:05:54.250 --> 03:05:55.730
So we want to make sure that they know
03:05:55.730 --> 03:05:59.750
that we have options available
to all types of customers,
03:05:59.750 --> 03:06:03.653
regardless of what their
current economic situation is.
03:06:04.571 --> 03:06:06.900
We are gonna continue to promote CARE
03:06:06.900 --> 03:06:09.060
and our weatherization program.
03:06:09.060 --> 03:06:12.410
We put together some
energy assistance flyers
03:06:12.410 --> 03:06:14.223
that went out to customers.
03:06:17.060 --> 03:06:20.020
For the agencies in their area,
03:06:20.020 --> 03:06:23.920
the flyers had information
on how to apply,
03:06:23.920 --> 03:06:25.810
what you need to apply,
03:06:25.810 --> 03:06:28.810
what information you're going
to be asked when you apply.
03:06:28.810 --> 03:06:31.174
And we partnered with our three CBOs
03:06:31.174 --> 03:06:34.850
to develop these customized flyers
03:06:34.850 --> 03:06:38.500
so when customers
did contact the agencies,
03:06:38.500 --> 03:06:42.000
they were prepared for
the application process
03:06:42.000 --> 03:06:44.760
which alleviated the
burden on the customer
03:06:44.760 --> 03:06:49.526
and also on our CBOs,
which are also dealing in,
03:06:49.526 --> 03:06:53.513
trying to work in
unusual work situations.
03:06:54.820 --> 03:06:56.510
And we will continue to do that.
03:06:56.510 --> 03:06:58.170
We have a very good relationship
03:06:58.170 --> 03:07:01.039
with Great Northern,
Delmar Seniors Center.
03:07:01.039 --> 03:07:03.240
Redwood Community Action Agency
03:07:03.240 --> 03:07:06.453
and the Karuk Tribe
in our service territory.
03:07:11.190 --> 03:07:14.083
So, I think that's it for me for now.
03:07:16.790 --> 03:07:17.623
Thank you.
03:07:18.500 --> 03:07:20.276
Okay. Thank you very much.
03:07:20.276 --> 03:07:21.360
And Gillian, I understand that was
03:07:21.360 --> 03:07:22.760
the last presenter, correct?
03:07:23.750 --> 03:07:24.790
I believe so.
03:07:24.790 --> 03:07:27.300
I don't believe there's anyone online
03:07:27.300 --> 03:07:30.330
from Alpine or West Coast Gas,
03:07:30.330 --> 03:07:31.980
though their slides are included.
03:07:33.230 --> 03:07:34.323
Okay. Very good.
03:07:35.240 --> 03:07:37.820
So similar to before, Commissioner,
03:07:37.820 --> 03:07:40.890
if your colleagues care
to ask questions first,
03:07:40.890 --> 03:07:43.040
happy to have you facilitate.
03:07:46.043 --> 03:07:47.500
Okay. Appreciate that.
03:07:47.500 --> 03:07:50.373
Let's see if any of my colleagues,
03:07:52.358 --> 03:07:55.690
Commissioner
Rechtschaffen, any comments?
03:07:55.690 --> 03:07:58.670
Commissioner Shiroma, I
don't really have questions
03:07:58.670 --> 03:08:00.543
so much as I want to underscore,
03:08:02.200 --> 03:08:06.307
I think we just heard this
from, just from Pacific Power,
03:08:06.307 --> 03:08:09.500
I'm just spaced on the
woman's name who presented,
03:08:09.500 --> 03:08:12.551
but we also heard this
from PG&E and others,
03:08:12.551 --> 03:08:14.930
the very importance of targeting.
03:08:14.930 --> 03:08:18.410
As the utilities begin transitioning
03:08:18.410 --> 03:08:21.620
and doing the outreach,
the importance of targeting
03:08:21.620 --> 03:08:23.850
on the neediest customers first.
03:08:23.850 --> 03:08:26.290
That's really, really critical.
03:08:26.290 --> 03:08:28.797
So I applaud that focus and I think
03:08:28.797 --> 03:08:32.960
that's something
that all of the utilities
03:08:32.960 --> 03:08:35.513
we heard from should really emphasize.
03:08:37.800 --> 03:08:39.163
Thank you.
03:08:39.163 --> 03:08:41.460
And the only thing that I will add,
03:08:41.460 --> 03:08:45.053
and then we'll go to the Board members,
03:08:45.053 --> 03:08:47.790
for each of the folks
who presented today,
03:08:47.790 --> 03:08:52.790
I think we heard a little bit
about working with CBOs.
03:08:52.830 --> 03:08:57.830
I know that some of
the utilities are very small
03:08:58.100 --> 03:09:02.959
compared to PG&E, Edison,
SoCal, San Diego, and so forth.
03:09:02.959 --> 03:09:07.510
But that community partnership
03:09:07.510 --> 03:09:12.510
and support in this arena is very key.
03:09:13.610 --> 03:09:16.628
So does anyone want
to add a little bit more
03:09:16.628 --> 03:09:21.628
about the CBOs and the
other non-utility groups
03:09:21.910 --> 03:09:23.990
that they're working with?
03:09:23.990 --> 03:09:25.440
I think we heard about three,
03:09:27.530 --> 03:09:32.530
the representative for Pacific
Power mentioned three CBOs.
03:09:35.491 --> 03:09:36.953
Anybody want to amplify on that?
03:09:38.090 --> 03:09:40.020
Yeah, this
is Melissa again.
03:09:40.020 --> 03:09:42.923
And one of the,
03:09:44.940 --> 03:09:47.130
the geographic challenges that we have
03:09:47.130 --> 03:09:48.470
in our service territory,
03:09:48.470 --> 03:09:51.720
having 13,000 square
mile service territory
03:09:51.720 --> 03:09:56.520
and our customers spread
out over, it's very rural.
03:09:56.520 --> 03:10:00.550
So we heavily rely on
our partners in those areas
03:10:00.550 --> 03:10:03.720
to work with, and we've
been working with them
03:10:03.720 --> 03:10:05.750
and developing really good relationships
03:10:05.750 --> 03:10:09.170
to provide them
collateral and information
03:10:09.170 --> 03:10:12.242
on what we have available for customers.
03:10:12.242 --> 03:10:16.570
It's just kind of leveraging
off of the collaboration
03:10:16.570 --> 03:10:18.880
that we've already, that
we've had over the years,
03:10:18.880 --> 03:10:23.080
but also with the access and
functional needs customers,
03:10:23.080 --> 03:10:25.750
as far as our wildfire mitigation plan.
03:10:25.750 --> 03:10:30.750
So, it's a very critical
piece of our strategy
03:10:31.170 --> 03:10:34.430
on reaching customers
in very rural areas.
03:10:34.430 --> 03:10:37.010
So, I appreciate that
you're stating that
03:10:37.010 --> 03:10:40.710
because that's part of
the relationship building
03:10:40.710 --> 03:10:42.310
that we have with the community.
03:10:47.980 --> 03:10:52.980
And Kate, how
about your utility?
03:10:56.730 --> 03:10:59.507
We do currently work
with CBOs in our area.
03:10:59.507 --> 03:11:01.830
As far as the specifics,
I'd have to discuss that
03:11:01.830 --> 03:11:05.140
with the area of the organization
that works most closely.
03:11:05.140 --> 03:11:07.360
But I will just say that we
do recognize the importance
03:11:07.360 --> 03:11:09.790
of the integration of
those relationships,
03:11:09.790 --> 03:11:12.440
especially in our outlying territories
03:11:12.440 --> 03:11:15.090
to support the customers
that most need us right now.
03:11:20.300 --> 03:11:22.638
Commissioner Shiroma,
this is Sean Matlock
03:11:22.638 --> 03:11:23.883
from Bear Valley Electric.
03:11:25.040 --> 03:11:27.280
You're right, the CBOs
can be challenging
03:11:27.280 --> 03:11:31.073
in these small towns where
we only have 24,000 customers.
03:11:32.440 --> 03:11:34.020
We have developed relationships
03:11:34.020 --> 03:11:36.660
with the local chamber of commerce,
03:11:36.660 --> 03:11:40.660
the DOVES, which works with
domestic violence survivors,
03:11:40.660 --> 03:11:44.550
some smaller organizations--
(people chattering)
03:11:44.550 --> 03:11:46.513
First responders,
such as fire and sheriff,
03:11:46.513 --> 03:11:49.643
and our other local utility companies.
03:11:51.040 --> 03:11:53.133
Thank you, Sean. Thank you.
03:11:54.120 --> 03:11:57.210
Brittany Errasoff, can
you go off mute, (chuckling)
03:11:57.210 --> 03:11:59.360
we can hear your conversation.
03:11:59.360 --> 03:12:00.933
Okay. Thank you, Sean.
03:12:00.933 --> 03:12:03.763
Now, did we hear from Southwest Gas?
03:12:05.750 --> 03:12:06.987
Yeah, our area is--
03:12:07.865 --> 03:12:08.698
I'm sorry.
03:12:08.698 --> 03:12:09.879
No no no, that's okay.
03:12:09.879 --> 03:12:11.206
Oh, there you are, yes.
03:12:11.206 --> 03:12:13.020
Our area is definitely
the same, yes.
03:12:13.020 --> 03:12:15.310
Same thing we are working with,
03:12:15.310 --> 03:12:19.530
I should say our CBO is
working with the local areas
03:12:19.530 --> 03:12:21.400
to make sure that they are fully aware
03:12:21.400 --> 03:12:24.790
to properly guide our customers to us
03:12:24.790 --> 03:12:27.073
and let them know what we have to offer.
03:12:29.630 --> 03:12:30.820
Okay, thank you.
03:12:30.820 --> 03:12:31.653
All right.
03:12:31.653 --> 03:12:34.723
And I know that Board
Member Medina has her hand up.
03:12:35.649 --> 03:12:39.343
So back to the LIOB. Thank you.
03:12:41.450 --> 03:12:42.870
Thank you, Commissioner
03:12:42.870 --> 03:12:45.773
I have a question, but Board
Member Medina, please go ahead.
03:12:46.711 --> 03:12:47.544
Thank you.
03:12:47.544 --> 03:12:50.470
So thank you for this presentation.
03:12:50.470 --> 03:12:53.730
In going forth and
doing my due diligence,
03:12:53.730 --> 03:12:55.240
going into your websites.
03:12:55.240 --> 03:12:59.840
I do have to say that
only Bear Valley Electric
03:12:59.840 --> 03:13:02.070
has a button for language
03:13:02.070 --> 03:13:05.500
and manageable to also
sign an easy payment plan
03:13:05.500 --> 03:13:07.580
or a payment plan idea.
03:13:07.580 --> 03:13:11.130
On Liberty, maybe
'cause I'm not a customer,
03:13:11.130 --> 03:13:14.590
it's really, really hard
to, it looks more like
03:13:14.590 --> 03:13:17.580
a presentation kind
of like website format.
03:13:17.580 --> 03:13:21.820
I don't see how to look that
it's more California based,
03:13:21.820 --> 03:13:24.640
'cause I do see you
serve other communities.
03:13:24.640 --> 03:13:27.070
In California we're really special
03:13:27.070 --> 03:13:28.430
that we really like to make sure
03:13:28.430 --> 03:13:32.360
that we are multicultural,
multi-language orientated.
03:13:32.360 --> 03:13:37.360
Southwest Gas, again, there's
some information in general,
03:13:37.670 --> 03:13:41.550
but not a customer reach out to help
03:13:41.550 --> 03:13:43.300
kind of with what you're reporting.
03:13:45.500 --> 03:13:50.370
Pacific Power, it has
pretty good square formats.
03:13:50.370 --> 03:13:53.140
And there there's a lot of reading here.
03:13:53.140 --> 03:13:56.284
And all I'm getting at is
when people are in distress,
03:13:56.284 --> 03:14:00.880
this is very challenging for a
CBO or for a community member
03:14:00.880 --> 03:14:03.100
to go into your website
and find some help.
03:14:03.100 --> 03:14:05.290
You are saying here
that you're heavily going
03:14:05.290 --> 03:14:08.480
into your website for marketing
education and outreach.
03:14:08.480 --> 03:14:10.320
So I just would like
to note those things.
03:14:10.320 --> 03:14:11.153
Thank you.
03:14:15.430 --> 03:14:16.480
Thank you, Lourdes.
03:14:19.127 --> 03:14:21.139
One of the things I was thinking about
03:14:21.139 --> 03:14:24.360
as I was listening to the presentations,
03:14:24.360 --> 03:14:26.060
it's similar to recommendations
we've been making
03:14:26.060 --> 03:14:28.720
to the larger IOUs
for the transition plans,
03:14:28.720 --> 03:14:32.080
but also beforehand, was
around the coordination
03:14:32.080 --> 03:14:35.070
with other public agencies.
03:14:35.070 --> 03:14:36.120
You guys are private.
03:14:37.690 --> 03:14:40.050
So with my gainful employment hat,
03:14:40.050 --> 03:14:42.310
we run a lot of programs
in all of these rural counties.
03:14:42.310 --> 03:14:45.740
And we work with the public
agencies in those counties.
03:14:45.740 --> 03:14:50.170
And they are very good at
finding people who need help,
03:14:50.170 --> 03:14:53.990
for things that are almost
from a cost perspective,
03:14:53.990 --> 03:14:56.210
very minuscule compared
to some of the costs
03:14:56.210 --> 03:14:58.520
that we're talking about here.
03:14:58.520 --> 03:15:01.950
So one recommendation I would make
03:15:01.950 --> 03:15:05.510
would really just to be to
engage the county leadership,
03:15:07.151 --> 03:15:09.730
the social service agencies,
03:15:09.730 --> 03:15:11.370
the children and families Commissions,
03:15:11.370 --> 03:15:14.620
in particular are very good
about some of the communities
03:15:14.620 --> 03:15:16.770
that Board Member
Medina was talking about,
03:15:16.770 --> 03:15:18.857
because they have partnerships
03:15:18.857 --> 03:15:20.580
with those CBOs and they fund them,
03:15:20.580 --> 03:15:22.880
as well as county offices of education
03:15:22.880 --> 03:15:24.690
which are the communication channel hub
03:15:24.690 --> 03:15:26.790
for all the school districts
and charter schools
03:15:26.790 --> 03:15:29.800
and public schools in the county.
03:15:29.800 --> 03:15:32.140
Because I think if
you're able to utilize
03:15:32.140 --> 03:15:34.190
those communication
distribution channels,
03:15:34.190 --> 03:15:35.500
you would find that you would be
03:15:35.500 --> 03:15:37.890
covering most of the county footprint
03:15:37.890 --> 03:15:41.282
that's already on another
form of public assistance
03:15:41.282 --> 03:15:43.400
through those partnerships.
03:15:43.400 --> 03:15:47.020
So, I would just really emphasize that
03:15:47.020 --> 03:15:50.290
because it seems like
in your service areas,
03:15:50.290 --> 03:15:52.500
it might be even more
important than it is
03:15:52.500 --> 03:15:56.530
for some of the service
areas of the four larger IOUs
03:15:56.530 --> 03:16:00.455
that we've been working
with on this for quite a while.
03:16:00.455 --> 03:16:04.670
And I'd be happy to help
bridge those connections
03:16:04.670 --> 03:16:06.450
if you need them.
03:16:06.450 --> 03:16:08.553
We do work with them regularly.
03:16:10.135 --> 03:16:12.530
Other questions, comments?
03:16:12.530 --> 03:16:13.920
Yeah. Yeah.
Mr. Chair, I'll be brief.
03:16:13.920 --> 03:16:16.063
I have a question for Southwest Gas.
03:16:17.490 --> 03:16:20.070
My notes here, maybe
I got this incorrect.
03:16:20.070 --> 03:16:21.410
But I don't think I did.
03:16:21.410 --> 03:16:24.080
You said that your late payment fees
03:16:24.080 --> 03:16:27.480
are to begin in July, 2021.
03:16:27.480 --> 03:16:28.580
Did I have that right?
03:16:30.720 --> 03:16:32.250
Hello?
03:16:32.250 --> 03:16:33.540
That is correct, yes.
03:16:33.540 --> 03:16:34.373
Yeah.
03:16:34.373 --> 03:16:36.970
So, I just put it on the hat of being
03:16:36.970 --> 03:16:38.926
one of your customers,
and I'm calling because
03:16:38.926 --> 03:16:41.393
now I'm out of work or I need some help.
03:16:42.490 --> 03:16:44.760
When you say late payment fees,
03:16:44.760 --> 03:16:47.550
are those fees, late payment fees,
03:16:47.550 --> 03:16:52.010
are they also ascribed to dollars owed
03:16:52.010 --> 03:16:54.793
that were accrued during the moratorium?
03:16:56.473 --> 03:16:58.590
So, that's a great question.
03:16:58.590 --> 03:17:02.470
So a couple of things, one,
when we just placed last month
03:17:02.470 --> 03:17:04.310
everyone on a deferral arrangement,
03:17:04.310 --> 03:17:09.050
we sat their amount
in arrears back to zero.
03:17:09.050 --> 03:17:10.943
And so we are contemplating,
03:17:12.360 --> 03:17:15.150
prior to turning late
fees back on again,
03:17:15.150 --> 03:17:16.810
doing one more round of DFAs.
03:17:16.810 --> 03:17:18.410
Well, we haven't turned them off.
03:17:18.410 --> 03:17:21.030
So you can imagine, we're
gonna continue to do these DFAs,
03:17:21.030 --> 03:17:23.890
but we're contemplating
doing a second round
03:17:23.890 --> 03:17:26.730
for anyone who fell of that first round.
03:17:26.730 --> 03:17:29.973
So I say that to explain,
03:17:29.973 --> 03:17:32.220
sorry if you're getting some feedback
03:17:32.220 --> 03:17:33.953
I'm hearing some on the call,
03:17:35.620 --> 03:17:38.900
once late fees kick in that
balance is no longer arrears
03:17:38.900 --> 03:17:40.840
because they're on a DFA.
03:17:40.840 --> 03:17:45.700
If they are not on a DFA,
that late fee will be billed
03:17:45.700 --> 03:17:48.563
on the balance that is
currently on the account.
03:17:53.421 --> 03:17:58.421
What I'm hearing is that
there's going to be an incentive
03:17:58.570 --> 03:18:03.570
for me to not only get into an
Arrearage Management Plan,
03:18:03.650 --> 03:18:06.390
but to stay current with it, correct?
03:18:06.390 --> 03:18:11.390
So additional fees, late fees
don't accrue to what I owe.
03:18:11.660 --> 03:18:13.040
Does that make sense?
03:18:13.040 --> 03:18:15.080
Yes, yep, that's correct.
03:18:15.080 --> 03:18:16.560
Okay. Thank you.
03:18:22.687 --> 03:18:25.977
Other questions or comments
from members of the Board?
03:18:29.843 --> 03:18:33.820
Just again, to note
Lourdes' comment
03:18:33.820 --> 03:18:38.610
about the non-English customers' ability
03:18:38.610 --> 03:18:43.610
to navigate a website and
to have information provided.
03:18:43.610 --> 03:18:46.903
So, for the utilities on the line,
03:18:47.750 --> 03:18:51.690
as you send out direct
mail, are you providing
03:18:51.690 --> 03:18:55.010
direct mail in these other languages,
03:18:55.010 --> 03:18:56.883
in Spanish, Tagalog, and so forth,
03:18:59.059 --> 03:19:02.477
as far as how you're
communicating with your customers?
03:19:05.200 --> 03:19:07.436
This is Kate from Liberty.
03:19:07.436 --> 03:19:09.136
And the answer for Liberty is yes.
03:19:15.570 --> 03:19:17.890
This is Melissa
Nottingham with Pacific Power,
03:19:17.890 --> 03:19:22.890
and we are sending out our
mailers in English and Spanish.
03:19:23.520 --> 03:19:26.430
We do have translation
services available
03:19:26.430 --> 03:19:28.640
to all customers that call in
03:19:28.640 --> 03:19:31.283
that offer a 200 language translation.
03:19:35.720 --> 03:19:38.130
This is Sean Matlock
from Bear Valley Electric.
03:19:38.130 --> 03:19:41.280
Bear Valley Electric will be rolling out
03:19:41.280 --> 03:19:43.440
their communication program
03:19:43.440 --> 03:19:45.573
in both Spanish and English primarily.
03:19:48.710 --> 03:19:50.490
This is Michelle
with Southwest Gas.
03:19:50.490 --> 03:19:53.180
We are rolling out all of
our written communication
03:19:53.180 --> 03:19:57.440
in English and in Spanish, as
well as mentioned previously,
03:19:57.440 --> 03:19:59.730
our call center is equipped with over
03:19:59.730 --> 03:20:01.930
100 different language
translation services.
03:20:07.470 --> 03:20:09.407
Okay, thank you.
03:20:09.407 --> 03:20:10.840
And then, for the future, to really take
03:20:10.840 --> 03:20:13.130
a hard look at your websites.
03:20:13.130 --> 03:20:17.953
We all need to look at our
websites for ease of use.
03:20:17.953 --> 03:20:20.463
It's something all of us need to do.
03:20:21.440 --> 03:20:23.703
Thank you. Back to you, Benito.
03:20:25.504 --> 03:20:29.990
Okay. Just a quick
time check, it is 12:35.
03:20:29.990 --> 03:20:33.670
I know there's still a few
questions for public comment.
03:20:33.670 --> 03:20:35.610
And I'm not sure if other
members of the Board
03:20:35.610 --> 03:20:37.063
have additional questions.
03:20:38.850 --> 03:20:41.109
I don't want lunch to be too late.
03:20:41.109 --> 03:20:45.890
So, if it is possible
for the rest of the IOUs
03:20:45.890 --> 03:20:47.440
to hang on through lunch break,
03:20:48.490 --> 03:20:51.440
I would propose perhaps, if not now,
03:20:51.440 --> 03:20:56.440
in a short few minutes,
we break for half an hour.
03:20:56.510 --> 03:20:58.983
I've gotten a couple of inquiries.
03:20:59.820 --> 03:21:03.057
So, would that work
if we took a break now
03:21:03.057 --> 03:21:06.230
and maybe came back at 10 after?
03:21:06.230 --> 03:21:07.940
I suspect we're gonna make up some time
03:21:07.940 --> 03:21:09.880
with some of the afternoon agenda items.
03:21:09.880 --> 03:21:13.422
But I wanted to check-in just to see
03:21:13.422 --> 03:21:15.543
if everyone's good with
taking a lunch break now?
03:21:18.120 --> 03:21:19.130
Okay, very good.
03:21:19.130 --> 03:21:19.963
Yes, please.
03:21:19.963 --> 03:21:22.851
All right, see you all at 1:10.
03:21:22.851 --> 03:21:23.684
Okay.