Embed Size (px)
Citation preview
WELCOME TO CENTERPOINT ENERGYrsquoS2019 COMPETITIVE RETAILER WORKSHOP
July 25 2019
OPENING REMARKS CIS CONVERSION SYSTEM UPDATES
JOHN HUDSON ndash DIRECTOR ndash MARKET OPERATIONS
TEAMS - TEXAS ELECTRIC ADVANCED MARKET SOLUTIONKAREN MALKEY
PANEL ndash JILL BELL CAROLYN REED JILL MCMULLEN POOJA SHAH
PROPRIETARY AND CONFIDENTIAL INFORMATION bullPROPRIETARY AND CONFIDENTIAL INFORMATION bull
TEAMS ndash TEXAS ELECTRIC ADVANCED MARKET SOLUTION
For CIS conversion information previously found in this presentation please refer to the new ndashCenterPoint Energyrsquos Customer Information
System Conversion Information on our Competitive Retailers website
httpswwwcenterpointenergycomen-usbusinessservicescompetitive-retailerssa=ho
4
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
Gary OrsquoNeilRTRP Program Forester - CenterPoint EnergyHouston TX
2019 Competitive Retailer WorkshopCenterPoint EnergyVegetation Management
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CENTERPOINT ENERGYVEGETATION MANAGEMENT (VM) PROGRAM
6
bull Public Safety
bull Service Reliability
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
OPENING REMARKS CIS CONVERSION SYSTEM UPDATES
JOHN HUDSON ndash DIRECTOR ndash MARKET OPERATIONS
TEAMS - TEXAS ELECTRIC ADVANCED MARKET SOLUTIONKAREN MALKEY
PANEL ndash JILL BELL CAROLYN REED JILL MCMULLEN POOJA SHAH
PROPRIETARY AND CONFIDENTIAL INFORMATION bullPROPRIETARY AND CONFIDENTIAL INFORMATION bull
TEAMS ndash TEXAS ELECTRIC ADVANCED MARKET SOLUTION
For CIS conversion information previously found in this presentation please refer to the new ndashCenterPoint Energyrsquos Customer Information
System Conversion Information on our Competitive Retailers website
httpswwwcenterpointenergycomen-usbusinessservicescompetitive-retailerssa=ho
4
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
Gary OrsquoNeilRTRP Program Forester - CenterPoint EnergyHouston TX
2019 Competitive Retailer WorkshopCenterPoint EnergyVegetation Management
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CENTERPOINT ENERGYVEGETATION MANAGEMENT (VM) PROGRAM
6
bull Public Safety
bull Service Reliability
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
TEAMS - TEXAS ELECTRIC ADVANCED MARKET SOLUTIONKAREN MALKEY
PANEL ndash JILL BELL CAROLYN REED JILL MCMULLEN POOJA SHAH
PROPRIETARY AND CONFIDENTIAL INFORMATION bullPROPRIETARY AND CONFIDENTIAL INFORMATION bull
TEAMS ndash TEXAS ELECTRIC ADVANCED MARKET SOLUTION
For CIS conversion information previously found in this presentation please refer to the new ndashCenterPoint Energyrsquos Customer Information
System Conversion Information on our Competitive Retailers website
httpswwwcenterpointenergycomen-usbusinessservicescompetitive-retailerssa=ho
4
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
Gary OrsquoNeilRTRP Program Forester - CenterPoint EnergyHouston TX
2019 Competitive Retailer WorkshopCenterPoint EnergyVegetation Management
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CENTERPOINT ENERGYVEGETATION MANAGEMENT (VM) PROGRAM
6
bull Public Safety
bull Service Reliability
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bullPROPRIETARY AND CONFIDENTIAL INFORMATION bull
TEAMS ndash TEXAS ELECTRIC ADVANCED MARKET SOLUTION
For CIS conversion information previously found in this presentation please refer to the new ndashCenterPoint Energyrsquos Customer Information
System Conversion Information on our Competitive Retailers website
httpswwwcenterpointenergycomen-usbusinessservicescompetitive-retailerssa=ho
4
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
Gary OrsquoNeilRTRP Program Forester - CenterPoint EnergyHouston TX
2019 Competitive Retailer WorkshopCenterPoint EnergyVegetation Management
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CENTERPOINT ENERGYVEGETATION MANAGEMENT (VM) PROGRAM
6
bull Public Safety
bull Service Reliability
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
Gary OrsquoNeilRTRP Program Forester - CenterPoint EnergyHouston TX
2019 Competitive Retailer WorkshopCenterPoint EnergyVegetation Management
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CENTERPOINT ENERGYVEGETATION MANAGEMENT (VM) PROGRAM
6
bull Public Safety
bull Service Reliability
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CENTERPOINT ENERGYVEGETATION MANAGEMENT (VM) PROGRAM
6
bull Public Safety
bull Service Reliability
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
VEGETATION MANAGEMENT (VM) OVERVIEW
7Climbing Crew
Lift Crew
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
A LOOK AT OUR VM PRACTICES
8
Before pruning
Post pruning
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
PALMS amp POWER LINES
9
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
SAFETY AND RELIABILITY
10
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull11
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RTRP PROGRAM ELEMENTS
12
bull Promote goodwill develop networks alliances and relationshipsndashaffect change with a visible presence with local and state arborist associations and tree
advocacy groups (HAUF ISA-TX GBCC)bull Plantings - need based political underserved
ndash Community - funding trees amp volunteers to make a memorable experience Tree Trailsbull Giveaways - EST HOArsquos local arboretums tree brokeringbull Outreaches ndash presentations RTRP booth
ndashSpeakers bureau HOArsquos Farmers Markets Festivals Beaches Corporate engagements
bull Tree Farm ndash provide oversight and funding to Trees for Houston on site employeesbull Professionalism amp Education
ndashTreeLine USA training amp accreditationndashSocial Media messagingbranding (14ly VM messages videos)
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE PLANTINGS
13
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EARTH DAY ndash HOUSTON ZOO
14
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
TREE FARM
15
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
RIGHT TREE TRAIL
bullCity of BellairebullCity of Pearlandbull Missouri City
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES GIVEAWAY 2019
17
This yearrsquos Energy Saving Trees giveaway event will be held on Saturday11919 in MacGregor Park located at 5225 Calhoun Rd
In conjunction with the Arbor Day Foundation CenterPoint Energy will giveaway 1500 shade-producing trees of varied species
500 milkweed seedlings will also be distributed to increase pollinator plots in Houston
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES ANNUAL GIVEAWAY
18
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY SAVING TREES
19
-
1000
2000
3000
4000
5000
6000
84 150 170 404 515 716 1239
1519
5638
Trees Distributed 2013 - 2017 10031 Trees in 5 years
$1955 $1164 $4437 $7685 $7399$17531
$30645
$46232
$121923
$0
$20000
$40000
$60000
$80000
$100000
$120000
$140000
$231415 = Cumulative Energy Savings in Y20
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
QUESTIONS
20
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
BREAK
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Emerging Energy Technology
Julienne SugarekVice- President Power Delivery Solutions
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Who is CenterPoint EnergyElectric Utility Services Electric transmission and distribution operations with ~24
million metered customers across ~5000 square miles in and around Houston Texas
Electric generation transmission and distribution to ~145000 metered customers in southwestern Indiana
Gas Utility Services Regulated gas distribution jurisdictions in eight states
with ~45 million customers
Non Rate-Regulated Businesses CenterPoint Energy Services (CES) serves ~31000(1)
commercial and industrial customers across 33 states Vectrenrsquos Infrastructure Services division is a major US
provider of underground construction and repair services to Local Distribution Companies (LDC)
Vectrenrsquos Energy Services division provides energy performance contracting and sustainable infrastructure such as renewables distributed generation and combined heat and power projects
(1) Does not include approximately 72000 natural gas customers as of December 31 2017 that are under residential and small commercial choice programs invoiced by their host utility
CNP Natural Gas DistributionCNP Gas amp Electric DistributionVVC Natural Gas DistributionVVC Gas amp Electric DistributionRegulated GenerationCorporate HQNatural Gas Utilities amp Indiana Electric HQ
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Legal Disclaimer
This presentation is being provided for informational purposes only and does not purport to be comprehensive Neither CenterPoint Energy Inc together with its subsidiaries and affiliates (the ldquoCompanyrdquo) nor its employees or representatives make any representation or warranty (express or implied) relating to this information By reviewing this presentation you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein You are encouraged to perform your own independent evaluation and analysis
This presentation and the oral statements made in connection herewith may contain statements concerning our expectations beliefs plans objectives goals strategies future operations events financial position earnings growth revenues costs prospects objectives capital investments or performance and underlying assumptions and other statements that are not historical facts These statements are ldquoforward-looking statementsrdquo within the meaning of the Private Securities Litigation Reform Act of 1995 You should not place undue reliance on forward-looking statements Actual results may differ materially from those expressed or implied by these statements You can generally identify our forward-looking statements by the words ldquoanticipaterdquo ldquobelieverdquo ldquocontinuerdquo ldquocouldrdquo ldquoestimaterdquo ldquoexpectrdquo ldquoforecastrdquo ldquogoalrdquo ldquoprojectrdquo ldquointendrdquo ldquomayrdquo ldquoobjectiverdquo ldquoplanrdquo ldquopotentialrdquo ldquopredictrdquo ldquoprojectionrdquo ldquoshouldrdquo ldquowillrdquo or other similar words The absence of these words however does not mean that the statements are not forward-looking
24
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Topics
Key influences on natural gas and electric energy
delivery companies
Our participation in and perspective on emerging energy
technologies
Building the grid of the future
Value proposition from energy delivery to energy partner
25
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Key Influences
Fuel Cells
Picarro Leak Detection
Natural Gas amp Electric Vehicles
Battery StorageBackup Generation
Drones
Distributed Generation
Power-Sensitive Equipment
Technology-drivenCustomer-driven
Big Data
26
EnergyEfficiency
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Market Environments for Emerging Energy Technologies
P
Q
Market-BasedMarket and competitive forces are relied upon to allocate resources
select technologies and compensate market participants
Infrastructure IncentivesPrograms and mechanisms to
promote development of certain kinds of energy infrastructure are
established
Incentive SubsidiesSpecial tariff or other subsidies
(including tax credits) are established to encourage certain
types of resources or utility behaviors
Technology-RichLegal or regulatory requirements
are established that put a ldquofinger on the scalerdquo for certain technologies
Central PlanningRegulators establish comprehensive regulatory framework and compact
that defines utility roles responsibilities and financial
incentives and penalties
NY Model
CA Model
CNPrsquos viewTexas will continue to be a Market-Based environment
Texas
Source ScottMadden Energy Industry Update Winter 2015
27
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Picture Source Trilliant
Energy storage will be a part of system designUtility scale solar will
become more importantMicrogrid operations will
complement the grid
Emerging technology market share will be significant by 2025
The grid will be the platform for the future electric system
The electric system will include central and
distributed generation
Grid complexity will increase
Some residential consumers will also become producers
of energy
The electricity business model will include
customized consumer services
Energy Efficiency is the most cost-effective
alternative energy source
The electric network of the future
Natural gas will continue to fuel
the future ndash direct use and power
generation
28
CampI markets for DER will use renewables and gas
generation
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
CNP is Improving Customer Satisfaction While Reducing Carbon Emissions
Pipeline replacement programsNew improved gas leak detection systems
Drive-by Advanced Meters
Predictive Analytics Engine
29
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
CNP is Building the Grid of the Future
Smart Meters Intelligent Grid Real-time usage data
Power Alert Service Big Data Analytics
30
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Our value propositionWhere we started ndash traditional utility model
Yesterday Businesses
ndash Competitive natural gas supplyndash Regulated natural gas sales and deliveryndash Transformation from integrated electric utility to wires and poles
Focusndash Reliable supply safe and reliable infrastructurendash Success measured by energy delivered frequency and length of outages
Responsive to Customer ConcernsNeedsndash Success measured by of calls answered in x timendash Responsive to regulatory issues
Customer Expectationsndash Measured against a historic experiencestandardsndash Customer engagement predominately event-driven
31
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
Our value propositionWhere we are headed ndash drivers for evolution
Today Deliver energy
ndash Competitive natural gas supplyndash Electricity and natural gas deliveryndash Continued focus on safety and reliability
Deliver servicendash Customized productsndash Self-service capabilitiesndash Proactive communications ndash Enhanced energy management and reliability solutionsndash Competitive solutionspartnerships
Deliver valuendash Engagement and relationship with customer is proactive
enterprise-wide and seamlessndash Focus on financial and operational improvements for
customerndash Allows customers to focus on
core competenciesskills
Rising customer expectations across industries
Regulated and competitive services
Trusted energy partner
32
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
MARKET SERVICES amp PRODUCT ENHANCEMENTS
KEVIN KULHANEK
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
New Growth OpportunitiesImproved Operating EfficienciesWell Positioned for the Future
bull You can be ALL of these by ensuring that your colleagues attend
High level overview of the retail market Closer look at transactions flow in the ERCOT market
ndash History of the Texas competitive electricity market - What is TX SET ndash Roles of market participants - Governing documents ndash rules protocols market
ERCOT REPS TDSPs PUCT guidesndash Market rules - Interactive transaction flows session ndash stacking logic
ndash Retail transactions - Swim lanes (no not swim lessons) ERCOTrsquos MISndash Advance metering technology - TX SET Working Group
ndash Market data transparency
35
Retail 101 TX SET
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
bull Whatrsquos Going On bull Two upcoming training classes
Retail 101 Wednesday September 25th 900 am ndash 430 pm TX SET Thursday September 26th 900 am ndash 430 pm
OK Irsquom interested ndash WHERErsquoS the ACTIONCenterPoint Energy Tower - 1111 Louisiana St Houston TX 77002Register via ERCOTrsquos Learning Management System here by Sept 20th Seats are filling up so HURRY
Didnrsquot get all of that Want more DetailsLook for the June 25th email from Standard Electronic Transactions TXSETLISTSERCOTCOM on behalf of Sheri Wiegand
or Contactbull Deborah Mckeever (DeborahMckeeveroncorcom)bull Tomas Fernandez (TomasFernandeznrgcom)bull Sheri Wiegand (SheriWiegandtxucom
bull Classes are instructor led only - Sorry no WebEx is offered (Note Lunch will be provided)
36
UPCOMING ERCOT MARKET TRAINING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
CUSTOMER SERVICE
The CenterPoint Energy Customer Care department is a 24-hour call center that answers inbound calls from Electric and Natural Gas customers We understand time is important so we aim to provide the most reliable information to our customers Recently we changed our Intelligence Voice Response (IVR) message as well as our Social Message to help enhance the ldquoBest in Classrdquo customer care experience for the caller Below are the new IVR and Social Media messages that CenterPoint Energy is using to help customers understand the different responsibilities that the Retail Electric Providers (REPs) and Transmission andor Distribution Service Providers (TDSPs) have
New IVR message
bull Thank you for holding Wersquore experiencing higher than usual call volume If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
New Social media message
bull Customers are contacting us regarding higher than normal electricity bills If you are calling regarding your current electricity bill please call your Retail Electric Provider to discuss your bill amount CenterPoint Energy is responsible for the safe and reliable delivery of electricity Your Retail Electric Provider is responsible for handling your billing and payment inquires
38
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
The CR Hotline is a contact number provided to the REPs which allows calls to be routed directly into the CenterPoint Energy customer call center and be placed ahead of all other callers in the queue This is beneficial because of the time saving opportunities it provides There is no limit to the number of times the CR Hotline can be utilized However because of these privileges we ask that REPs REFRAIN OBSTAIN DESIST and just plain DONrsquoT share this hotline number with ANYONE such as customers brokers and other external contacts
1-888-572-4399
Starting in the near future the Competitive Retailer Relations Account Managers will revisit the proper and improper uses of the CR Hotline during our visitsmeetings
39
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
COMPETITIVE RETAILER ldquoCRrdquo HOTLINE
Improper Uses
Providing the CR Hotline number directly to a customer Broker or external contacts
Verifying if a MVI or MVO has been completed
Inquiring on when a meter installation will be completed
Tariff Questions
bull Discretionary charges
Alternative Resources
Competitive Retailer Information Portal (CRIP)
Smart Meter Texas
Tariff for Retail Delivery Service
Retail Market Guide
Direct your customer to the Service Connect link
wwwCenterpointenergycomserviceconnect
Account Manager (urgent situations)
40
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash LED LIGHTING
Receive a discount when you buy various types of ENERGY STAR labeled LED lamps at participating retailers in HoustonThe discount to the purchase price applies at the register of the eligible LED productGo to wwwMakeYourMarkTXcom for information on Participating retailers Eligible lamp types and applications Bulb equivalents
To purchase LED bulbs from an online marketplace visit httpstechniartuscpeFor more information about how you can save on lighting contact us
42
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS - COOLSAVER
Just as a tune-up for your car can improve your gas mileage a yearly tune-up of your heating and cooling system can improve efficiency and comfortA CoolSaver AC Tune-up may improve the cooling output and efficiency of your air conditioning unit by up to 27 percent A Coolsaver qualified technician will identify ways to improve the efficiency of your air conditioner and implement any recommended improvementsEligibilityOffer is available to customers within the CenterPoint Energy Houston Electrics service territory (excluding apartments) who have A central AC or heat pump that is at least one year old and operating at the time of service Individual AC systems that are no larger than 5 tons for residential customers NOT received a Coolsaver AC Tune-up in the past 5 years
Enroll now to receive your FREE AC CoolSaver tune-up
43
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY EFFICIENCY PROGRAMS ndash THERMOSTAT DISCOUNT
Save $50 on the purchase of a WiFi-enabled smart thermostatTo get your $50 coupon please visitInstantSavingsTxcom
44
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - RMS LISTSERV
To sign up for a mailing list go to httplistsercotcom Enter ldquoRMSrdquo in the search field to locate Retail Market Subcommittee listserv The RMS is the primary distribution list CNP uses to communicate Market notices
46
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
EFFECTIVE MARKET COMMUNICATIONS - CNP COMPETITIVE RETAILER WEBPAGE
47
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ENERGY INNOVATION CENTER
49
bull Our Energy Innovation Center (EIC) has hosted many visitors and dignitaries from around the world Some used our model to inspire the design of their energy centers
bull The technology center provides a multimedia experience to show the value the Intelligent Grid home innovation technology Unmanned Aerial Vehicles Picarro Surveyor Connected Communities and more The center serves three main purposes ndash 1 testing and demonstrating the interactive performance characteristics of smart grid technology ndash 2 evaluating the performance of Home Area Network (HAN)-controlled devices and smart appliances
and ndash 3 educating consumers public officials vendors the media and the industry about the use and benefits
of innovative technology
bull To schedule a tour please contact your account manager
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
PROPRIETARY AND CONFIDENTIAL INFORMATION bull
ACCOUNT MANAGER INTRODUCTIONS
51
IN CLOSING
51
IN CLOSING
