SDG&E Report: CARE and ESA Programs 2018-2019 Highlights

SDG&E Report: CARE and ESA Programs Low Income Oversight Board Meeting El Cerrito, CA March 6, 2019

CARE Program 2018 Highlights Good News In December 2018, SDG&E reached the CARE penetration goal of 90% Email campaigns were improved from a design, communication, and target model perspective which contributed to meeting program goal A new fulfillment vendor was contracted to reduce costs and to improve efficiencies for customer communications SDG&E moved its CARE system to new servers to improve the reliability, security, and efficiency for processing enrollments and managing the program Positive Program Developments Areas In 2019, SDG&E plans to review its current CARE processes for transactional communications to improve messaging and response rates Requiring Improvement 2

CARE Program: 2019 Goals, Plans, Progress PY 19 Goals - Maintain and/or increase 90% CARE Penetration Plans - Continue to improve CARE customer experience - Establish a preference center to ease provision of CARE information - Continue enhancements to CARE system to further improve tracking and marketing Progress - Enhanced email campaigns to improve target marketing - Customized Outreach efforts in disadvantaged communities to better reach low income customers - Increased customer recertification response rate compared to 2017 3

ESA Program 2018 Highlights SDG&E reached the homes treated goal for 2018 Conversion rate from O&A to Weatherization experiences a significant increase ESA Multifamily Common Area Measures (CAM) began conducting audits Good News State-wide Energy Education booklet was completed New training opportunities for contractors were developed Initiation of water leveraging efforts with multiple water agencies Programmable Communicating Thermostat (PCT) Pilot implemented CSD data sharing efforts were completed Positive Program Developments Areas Communication and coordination between contractors In-Home Assessments Installation of new measures Requiring Improvement 4

ESA Program: 2019 Goals, Plans, Progress PY 19 Goals - 22,641 Homes treated o 11,910 First Touches o 10,731 Retreatments - Meet ESA Multifamily CAM targets for property engagement Plans - Continue effective canvassing and marketing campaigns - Additional focus on ensuring first touch goals are met - Bi-monthly contractor meetings to encourage communication - Continue improving leveraging efforts Progress - Contractor meeting completed in February - Training plan initiated 5

SDG&E Tribal Outreach 2018 Tribal outreach focused on the continued growth of relationships with two Energy Solutions Partners: Southern California American Indian Resource Center (SCAIR) and Southern California Tribal Chairmen s Association (SCTCA) Activities included: - Quarterly presentation on the programs to SCAIR and SCTCA staff - Increased participation in event attendance - Partners increased their monthly messaging posts on social media and newsletters - In Q4 2018 SDG&E hired a new Tribal Liaison SDG&E will continue to focus on growing relationships with individual tribes as part of 2019 goals 6

2018 CHANGES Program Year-End Update Service Provided Need Assistance Add Level Pay Plan Assited with CARE Re-Certification/Audit Assisted with Changes to Account Energy Efficiency Tool Assisted High Energy User with CARE Doc Submission Assisted in Reconnection Billing Language Changed Consumer Education Electricity Aggregation Energy Alerts Enrolled In Demand Response Programs ESAP Gas Assistance HEAP Medical Baseline Neighbor to Neighbor REACH Reported Safety Problem Reported Scam Set Up 3rd Party Notification Set Up New Account Payment Extension Payment Plan Wildfire Related Issues 0 20 40 60 80 100 120 140 160 180 7

2018 CHANGES Program Year-End Update Actions Taken Dispute Resolutions Wildfire Related Issue Time of Use Stop Disconnection Solar Payment Plan Payment Extension Schedule Energy Audit Request Customer Service Visit Request Bill Adjustment Request Meter Service/Testing Enroll in Energy Assistance Programs Medical Baseline Application Changed 3rd party Electricity Aggregation Changed 3rd party Company/Gas Aggregation Assisted with CARE Recertification/Audit Add Level Pay Plan 0 10 20 30 40 50 60 70 8

SDG&E Utility Contacts Residential Programs Sara Nordin, Manager SNordin@semprautilities.com ESA and CARE Program April Johnson, Supervisor AJohnson@semprautilities.com ESA and CARE Marketing Ty Tantum, Manager HTantum@semprautilities.com ESA and CARE Outreach Bryce Tiernan, Supervisor BTiernan@semprautilities.com CARE Regulatory Policy & Reporting Sheila Lee, Senior Policy Advisor SLee4@semprautilities.com ESA Regulatory Policy & Reporting Kathy Wickware, Senior Policy Advisor KWickware@semprautilities.com

Appendix 2018 Program Activity Reported in Joint Utility Dashboard

CARE Program 2018* Activity Authorized 2018 Program Budget and EOY Expenditures 2018** Budget YTD Expenditures % YTD Rate Discounts $7,281,672 $5,927,954 81% $126,165,599 2018 EOY Enrollment and Penetration Customers Enrolled Estimated Eligible Penetration Rate 2018 EOY New Enrollments 287,932 321,323 90% 73,723 *2018 End-of-Year (EOY) Through December 31, 2018, reported in SDG&E ESA-CARE Monthly Reports (January 22, 2019). Final 2018 results will be reported in SDG&E 2018 Annual Report (May 1, 2019). **2018 authorized budget pursuant to Resolution E-4884 issued December 18, 2017.

CARE Enrollment, Penetration and Expenditures Estimated Eligible Customers Customers Enrolled Penetration Rate % of Year Expenditures Discounts Authorized 2018 Year End 321,323 90% $5,927,954 81% 287,932 $126,165,599 2017 Year-End2 281,274 329,763 85% $5,954,234 86% $114,029,348 2016 Year-End2 350,715 76.6% $3,339,209 59% 268,697 $78,340,907 1 Year-End 2018 data reported in SDG&E s Low Income Monthly Report submitted to CPUC January 22, 2019. 22016 and 2017Annual data reported in SDG&E s Low Income Report submitted to CPUC May 1 of each year.

ESA Program 2018* Activity Number of Homes Treated, Program Expenditures 2018 Home Treated Goal Authorized Budget ** Homes Treated % of Goal Expenditures % of Authorized 21,332 $34,839,223 $22,778,519 65% 17,931 84% Energy Savings Electric (GWh) Goal Electric Gas Gas (GWh) Achieved (MM Therm) Goal (MM Therm) Achieved .29 .15 6.86 4.14 2018 Year-End Unspent Funds Unspent Collections in Balancing Accounts at Year End 2018 Unspent funds balances reflect total through 2018 dollars not committed. In 2019, SDG&E will off-set its revenue collection by $10M using unspent funds as directed by CPUC. $24,117,000 *2018 End-of-Year (EOY) Through December 31, 2018, reported in SDG&E ESA-CARE Monthly Reports (January 22, 2019). Final 2018 results will be reported in SDG&E 2018 Annual Report (May 1, 2019). **2018 authorized budget pursuant to Resolution E-4884 issued December 18, 2017.