10 % of customers experience service disconnection remains stable based on the average of last five years (2010 – 2014) Goal 11 Customers are provided with information and service to be able to service disconnection Tracking 12 Number of rate reform-related escalated customer complaints Tracking 13 Number of community partners utilized to support Rate Education outreach and education and number of people reached Tracking 14 Number of events and presentations held in support of Rate Education outreach and education and number of people reached Tracking CARE
15 Percent of customers provided a personalized pricing plan comparison report Tracking 16 Open rates and click-thru rates for Rate emails Tracking 17 Number of views to Rate Education web pages Tracking 18 Number of customers who have changed rates over the last quarter Tracking 19 Percent of customers on TOU rates Tracking 20 % of customers using bill comparison tools Tracking ORA Suggested Metrics Metric # Metric Goal vs. Tracking 21 Proportion of customers that are aware of the rate changes and potential impacts on their bills Goal 22 Website activity: Length of time, # of pages visited, unique visitors, referrals to Tracking
Low-income customers Low-income customers are segmented in various ways throughout the different campaigns PG&E intends to run. Low-income customers who are enrolled in CARE and those not enrolled in CARE received different program recommendations in PG&E's Tier 1 and Tier 2 outreach. Low-income customers are targeted according their usage and behavior for other campaigns, with income and/or CARE providing an additional layer for customization of messaging. PG&E plans to target low-income customers who could benefit from TOU for its opt-in campaign. The main difference in segmentation for customers versus non-low-income customers in the opt-in and default TOU campaigns will be the magnitude of the potential bill increases and/or decreases that place a customer in the 'neutral, 'benefiter' and 'non-benefiter' category. ‘Hard to reach’ customers and community based organizations (CBOs) In the Blueprint, Greenberg emphasized the role of community based organizations or the ‘network of networks’ to bring information on rate reform to niche populations and those who are isolated due to language, geography, poverty and disability. They believed it was necessary to provide partner organizations with messaging relevant to the populations they serve in order to retain authenticity and increase engagement even when delivering potentially negative news. They also noted that customers who receive the same message from multiple sources (i.e. several CBOs, the IOU, a statewide campaign) would find the message more credible. In their CBO strategy, PG&E plans to target customers in the following categories: 1. Disabled 2. Elderly 3. Limited English proficiency 4. Geographic isolation (rural communities) 5. High poverty 6. Racial/ethnic minorities
1 Vision Metrics Sub-metrics that contribute to the Vision metrics % of feel a personal connection to electricity and feel strongly that it is important to be thoughtful about when and how much they use % of customers who strongly agree that they have a personal connection with their electricity use % of customers who agree that it is important to thoughtfully manage their
who remain on the TOU rate 15 months after default (3 months after bill protection ends) % of customers who are satisfied on their rate % of IOU customers on TOU rates sustain at least one significant peak reduction action for 12 months after defaulting % of customers who are motivated to reduce peak load % of customers who indicate they will take