SCE Disconnect Moratorium Results

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SOUTHERN CALIFORNIA EDISON®04/19/23

SCE Disconnect Moratorium SCE Disconnect Moratorium ResultsResults

Presentation to LIOBJanuary 26, 2010

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Topics

SCE Terminations of Residential Service

Outreach Results

Disconnect Moratorium Results

Key Initiatives

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SCE Terminations of Residential Service in 2009

2009

TotalCARE

Customers(With Submetered)

Total Residential CARE Non-CARE

ServiceTerminated

Reconnected

ServiceTerminated

Reconnected

ServiceTerminated

Reconnected

Total % Total % Total %

Jan 1,117,274 29,017 22,747 78.4 9,240 6,748 73.0 19,776 15,999 80.9

Feb 1,124,863 27,273 22,228 81.5 9,247 7,028 76.0 18,026 15,200 84.3

Mar 1,146,691 32,247 25,781 79.9 11,057 8,245 74.6 21,190 17,536 82.8

Apr 1,161,348 30,996 25,937 83.7 10,936 9,419 86.1 20,060 16,518 82.3

May 1,165,197 27,391 22,891 83.6 9,809 8,350 85.1 17,582 14,541 82.7

Jun 1,173,681 29,489 23,856 80.9 11,019 9,103 82.6 18,470 14,753 79.9

Jul 1,184,652 26,018 21,463 82.5 9,452 7,977 84.4 16,566 13,486 81.4

Aug 1,196,535 24,546 19,516 79.5 8,966 7,269 81.1 15,580 12,247 78.6

Sep 1,205,516 28,673 22,349 77.9 11,145 8,813 79.1 17,528 13,536 77.2

Oct 1,207,490 26,936 22,148 82.2 10,189 8,476 83.2 16,747 13,672 81.6

Nov 1,227,675 20,082 15,935 79.3 7,453 5,952 79.9 12,629 9,983 79.0

Dec 1,235,123 11,637 9,650 82.9 4,417 3,621 82.0 7,220 6,029 83.5

Footnote: SCE has modified its reestablishment of credit deposit fee to be based on two times the average monthly bill. SCE does not require re-establishment of credit deposits from customers who pay their bill late; however, SCE does require a deposit from customers whose service has been disconnected. SCE modified its reconnection policy at the end of 2008 and will restore service to customers following disconnection without payment of the deposit. SCE bills the required deposit and offers customers extensions and payment arrangements. The average percentage of DCARE customers reconnected and requested to pay a deposit was 64%, while Non-DCARE was 75%.

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SCE Outreach Results

CARE and Non-CARE Disconnects - January 2008 through December 2009

0.0%

0.2%

0.4%

0.6%

0.8%

1.0%

1.2%

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Aug08

Sep08

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Nov09

Dec09

% of Res CARE Disc to Cust Population% of Res NonCARE Disc to Cust PopulationLinear (% of Res CARE Disc to Cust Population)Linear (% of Res NonCARE Disc to Cust Population)

18% increase in CARE customer bill payment assistance

10% increase in Non-CARE customers granted bill payment assistance

2009 YE compared to 2008 YE 10% decrease in Non-CARE customer disconnections

(as a percent of population) 5% decrease in overall (total) residential disconnections 3% increase in CARE customer disconnections (as a

percent of population) 12% increase in CARE customer population 4% decrease in Non-CARE customer population

2009 YE compared to 2008 YE

Percent of Bill Payment Assistance January 2008 - December 2009

0%

1%

2%

3%

4%

5%

6%

7%

8%

9%

10%

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Dec08

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Dec09

% of Residential CARE Bill P ayment Assistance% of Res NonCARE Bill P ayment AssistanceLinear (% of Residential CARE Bill P ayment Assistance)Linear (% of Res NonCARE Bill P ayment Assistance)

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Disconnect Moratorium Results

December 2009 compared to December 2008:

Results suggests:

Overall, increased outreach resulted in 25,000 more payment arrangements and extensions in the month of December 2009 (199,000) compared to December 2008 (174,000)

Customers respond to final call notices which prompt payment or contact with SCE for payment arrangements

December 15, 2009 through January 21, 2010 During the disconnection moratorium SCE tested new measures to

help reduce disconnections: Suspended mailing Final Call notices to at risk customers during disconnect

moratorium Enhanced VRU outbound calls to encourage customers to call for payment

assistance Customer representatives attempted to make direct contact with at risk residential

customers Increased outreach: press releases, notices to CBOs and FBOs, social media, bill

messages, and banner ads on sce.com.

Moratorium

Standard Practice

Date Potential Disc# VRU Successful

Calls Placed # Payments % Paid # EXT % EXT # PA % PA

VRU Remaining

Eligible Disc ED%12/23/2009 2,284 994 321 32.3% 36 3.6% 226 22.7% 411 41%12/24/2009 47,106 18,114 7,118 39.3% 1,026 5.7% 2,141 11.8% 7,829 43%12/28/2009 33,584 12,368 5,862 47.4% 1,036 8.4% 917 7.4% 4,553 37%12/29/2009 33,710 12,491 5,100 40.8% 929 7.4% 679 5.4% 5,783 46%12/30/2009 38,159 14,606 5,007 34.3% 829 5.7% 722 4.9% 8,048 55%12/31/2009 36,920 13,876 4,364 31.4% 666 4.8% 603 4.3% 8,243 59%

Total 191,763 72,449 27,772 38.3% 4,522 6.2% 5,288 7.3% 34,867 48%

Date Potential Disc FC Mailed # Payments % Paid # EXT % EXT # PA % PARemaining

Eligible Disc ED%12/23/2008 40,937 40,937 34,313 83.8% 1,698 4.1% 2,663 6.5% 2,263 5.5%12/24/2008 13,053 13,053 11,615 89.0% 520 4.0% 568 4.4% 350 2.7%12/26/2008 14,983 14,983 13,083 87.3% 642 4.3% 737 4.9% 521 3.5%12/27/2008 33,072 33,072 26,408 79.9% 1,259 3.8% 2,784 8.4% 2,621 7.9%12/30/2008 37,561 37,561 33,054 88.0% 1,784 4.7% 2,420 6.4% 303 0.8%12/31/2008 18,418 18,418 15,637 84.9% 883 4.8% 1,324 7.2% 574 3.1%

Total 158,024 158,024 134,110 84.9% 6,786 4.3% 10,496 6.6% 6,632 4.2%

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2010 Key Initiatives Near Term:

Increase customer contact and elevate customer awareness through existing communication channels:

• Bill messaging • SCE.com website• E-notification enhancement / online billing• SCE.com “My Account” at sign-in screen• Distribute Resource Guide to APAs, community outreach events, and

other assistance agencies• Continue education about the use of SCEs APA when in jeopardy of

disconnection Modify deposit requirement from twice the maximum monthly

bill to twice the average monthly bill Increase minimum disconnect threshold to $50 Enhance VRU scripting to include request for at risk customers

to contact SCE for bill payment assistance Long Term:

Comprehensive review of all customer communications, including collection notices, to identify areas of improvement

Conduct further in depth analysis of customer focus group data to examine possibilities of customer suggested options

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Appendix

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SCE Outreach StrategySCE Outreach Strategy

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SCE Works Aggressively to Increase Customers’ Awareness of Economic Assistance Programs

• Conduct outreach events• Target Ethnic communities• Community involvement

and outreach • CARE Capitation Agencies• Corporate grant recipients

targeting underserved populations

• SCE.com • Email solicitations • Online

advertising• Social Media

• Bill messages• Direct Mail• Events• Handouts/flyers

• Advertising• Media Relations• Ethnic Media• Retail

Advertising

• Retail• City/Government • Energy Leaders

Program

Employee Information

• Handouts/flyers• Employee

website

• Conduct outreach events at schools and churches

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METHOD OF COMMUNICATION

MESSAGESOLUTIONS

Targ

eted

Disconnect Process

Past-Due Bills

All Customers

High Bill Helper/Energy Mgmt

CARE/FERA/LIEE

Payment Arrangements

Energy Assistance Fund

2-1-1 Assistance

High Bill Helper/Energy Mgmt

CARE/FERA

Payment Arrangements

Smart energy management will decrease your bill, and if you or someone you know

are having trouble paying your bill,

we can help.

Integrated outreach effort through traditional and non-traditional

vehicles

Prominent message on bill

Three attempts to contact customer:

-Outbound call-Mailed notification

-Courtesy call

If you are having difficulty paying your bill, contact SCE

today to make payment arrangements and for economic assistance.

You can avoid costly fees associated with disconnection;

there is still time to make payment arrangements and

sign up for economic assistance.

Bro

ad

SCE’s Message to Customers at All Levels: “Contact us and we will work with you!”

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Asian Consumer Market Korean Daily KWRM AM 1370 Chinese Siam Media – Thai Taiwan Daily News – Chinese Taiwan Daily News Online Korea Times Korea Times Online Chinese Daily News Chinese Daily News Online Viet Bao Daily News Viet Bao Daily News Online Viet Herald Daily News Radio Seoul 1650 AM – Korean Daily Sports Seoul – Korean Daily Sports Seoul Online Epoch Times Online – Chinese Asian Journal – Filipino Asian Journal – Online Balita Media – Filipino Balita Media Online California Examiner – Filipino Viet Weekly – Vietnamese Korean Sunday News India Journal India Journal Online India West Javanan International Persian Pakistan Link Pakistan Link Online Saigon Times – Vietnamese India Post Online The Twon News – Korean Angkor Borei News - Cambodian

Customer Outreach: Ethnic Media 12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills”

Hispanic Consumer Market

La Opinion La opinion Online KMEX TV Univision 34 “A Su Lado”

Telethon KPMR-TV Univision 38 El Clasificado El Clasificado Online

African American Consumer Market

Black Voice News Blackvoicenews.com Inland Valley News San Bernardino American Sbamerican.com

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Everything Long BeachTD AmeritradeFOX Business News Pasadena Star News, San Gabriel Valley Tribune

Los Angeles TimesMSN MoneySan Bernardino SunKPCCKNXKVEA Santa BarbaraRiverside Press-EnterpriseResearch & Policy Institute of CA

United Way of Orange County

United Way of Norco-Corona

Customer Outreach: General Market Media12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills

San Gabriel Valley Tribune Everything Long Beach Desert Sun

12.31.09: “Edison International and Employees Donate More Than $700,000 to Help Customers Pay Electric Bills”

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Customer Outreach: Twitter

Original Tweet

Re-Tweets

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2010 Initiatives to Increase Customer Contacts

Partnerships – Schools – Legislative Offices – Faith Based Organizations – Grass-Roots Organizations – Retail Store Integration (Best Buy/Sears)

SCE Solutions– Whole Neighborhood Approach – Targeted E-blasts – SCE on Social Media Networks – Online Enrollment and Payment

Arrangements/Extensions – Energy Walks

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2010 Initiatives to Improve Customer Communication Strategies

Partnerships– Consumer Advisory Panel

– APA Expanded Services

– SoCalGas CARE Data Sharing

– Foreclosure Clinics

– Corporate Grant Recipients and other Community Based Organizations

SCE Solutions– Establishing a Preferred Method of Contact

– In-Bound and Out-Bound Calls

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2010 Initiatives to Provide Customers Relevant Information

Partnerships– Media Relations & External Stakeholders

SCE Expanded Communications– Providing More Information in Welcome Brochure

– CARE Line-Item on Bill

SCE Solutions– Expanding Online User Experience

– IVR Messaging to Targeted Customers

– IVR Messaging to CARE Customers

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2010 Initiatives to Expand Payment Policies to Assist Customers in Need

SCE Expanded Communications

– Improved Information in Late Payment Notices

– Improved Communication of Payment Plans

SCE Solutions

– Reduced Deposit Amounts

– Flexible Payment Options

Documents

SCE Disconnect Moratorium Results