11

Updates on 2009-2011 California Alternate Rates for Energy Program & Energy Savings Assistance Program

Quarterly Public Low Income MeetingJanuary 25, 2011San Francisco, California

2

California Alternate Rates for Energy Program

3

CARE Penetration Through December 2010

Participants Estimated Eligible ParticipantsYear-to-Date

Penetration Rate

PG&E 1,499,942 1,619,856 92.6 %

SCE 1,381,109 1,426,059 96.8%

SDG&E 293,438 352,688 83.2%

SoCalGas 1,714,044 1,810,560 94.7%

4

CARE Outreach Through December 2010

PG&E SCE SDG&E SoCalGas Automated phone enrollment, called 1.5M, enrolled 62,628 Automated phone recertification, called 418K, recertified 62,535 Online enrollment, 69,194 Door-to-door canvassing, 29,225 enrolled Direct mail to targeted customers, mailed 2.6M, enrolled 53,775 Bill insert, mailed 9.6M, enrolled 18,546 Automatic enrollment, 38,472 Sub-metered mass mailing to 1,560 facilities Outreach events, 440 enrolled Partnerships with 177 Community Outreach Contractors (COCs), 5,517 enrolled

Direct Mail Campaigns to customers who failed to recertify their eligibility in previous attempts (Oct. & Nov.) Direct Mail Campaign to customers in under penetrated cities/zips (Dec.) Outbound Interactive Voice Response campaign to under- penetrated cities/zips (Nov.) E-Mail blast to 55K income- qualified non-CARE customers (Dec.)Maria Shriver’s We Connect Initiative & Women’s Conference (Oct.)Outbound Interactive Voice Response campaign to non-responders of previous attempts (Oct.)L.A. County Fair

•English and Spanish automated outbound phone and recertification campaigns

•Targeted e-mail and direct mail campaigns

•English and Spanish mass media campaigns including television spots, radio id’s and English, Spanish, Chinese, Vietnamese and Filipino print ads

•Special print and radio campaign targeting the senior community

•Targeted transit shelter advertisements

•On-line marketing campaigns such as rich media and banner ad campaigns on almost 400 sites (Facebook, CareerBuilder, and Snag-a-job)

•Keyword search campaigns & company Twitter updates

•Four bill inserts which featured an application as well as the CARE enrollment IVR number

•Door to door canvassing

•English and Spanish video developed for use by community agencies, public affairs & posting on the company web page

•Direct Mail – 4 campaigns to 1.5M target customers; a 10% return rate and 91K new enrollments

•Door-to-door canvassing -52.8K new enrollments in 2010

•E-mail campaigns and Web promotions – 40k new enrollments and 13k recertifications in 2010

• Automated phone outreach - 20K new enrollments and 13K recertifications in 2010

• Two Bill Insert campaigns issued to all non-CARE customers; 33.4K new enrollments

• Bill Payment Office - Ongoing promotion at SCG offices and enrolled 6K CARE new customers in 2010

5

CARE Ethnic Media Through December 2010

PG&E SCE SDG&E SoCalGasEnglish television commercial in the Sacramento and the SF Bay Area English radio commercial in the Sacramento, SF Bay Area and FresnoChinese and Vietnamese radio commercial in the SF Bay Area Spanish print ads in the SF Bay AreaOnline social media - Facebook

Participated in Community Forum in Inglewood – African-American Community

Participated in ENLACES Community Forum in San Bernardino -Latino Community

Univision Telecast - Latino Community

•English and Spanish radio id’s on various bilingual radio formats

•English and Spanish thirty second and fifteen second television spots

•Print ads in various Asian publications specializing in targeted outreach to the Filipino, Vietnamese and Chinese communities

•English and Spanish automated outbound telephone campaigns

•English and Spanish direct mail campaign

•English and Spanish bill insert

•Multiple press releases throughout the year on program changes such as income guidelines and implementation of CARE enrollment IVR that resulted in bilingual free press for the program

•English and Spanish video developed for use by public affairs, community agencies and posting on company web site

•CARE/DAP system-wide traffic radio media campaign targeting General, African American, Senior and Hispanic markets

•Traffic radio spot, TV & print media campaigns targeting Chinese, Korean, Filipino , Vietnamese, African American, and Seniors

•CARE and DAP promoted throughout the San Joaquin Valley on Spanish station Radio Campesina

•5 week media campaign to General, Hispanic and Senior markets utilizing radio, transit TV spots and online banners to promote CARE/DAP programs

•Quarterly 3-hour Spanish “Univision” telethon quarterly

•Bilingual bill insert, direct mailing, email , and outbound dialing telephone campaigns

6

CARE Process Improvements Through December 2010

PG&E SCE SDG&E SoCalGasEnhanced enrollment effectiveness by following the multi-faceted strategy of automated phone enrollment followed by a direct mail piece and door-to-door canvassing

Developed a profile of eligible, un-enrolled CARE customers broken down by ethnicity, senior, and veteran status through a 3rd party vendor database.

1. The processing of sub-metered (DMS) tenant CARE/FERA applications via SCE.com

2. New enrollment channel--the processing of CARE/FERA applications through the VRU/IVR

3. New IVR notification calls for program Verifications

4. New IVR notifications for program Recertifications, with the ability to link directly to SCE’s IVR system to complete recertifications.

Implemented changes to support the new 2-year renewal process for sub-metered tenantsImplemented an IVR for enrollment and recertificationImplemented improvements to the invoicing process for Capitation contractors Created a system to track Internet enrollment campaignsImplemented a Queue for applications that cannot be processed right away due to billing issuesImplemented an automatic update to the CARE status for customers who provide income information during the enrollment processMotivated our Capitation Contractors to use the online enrollment process and request that customers provide their SDG&E bill to determine if they are already on CARE prior to taking an application. Both of these efforts is in an attempt to streamline the paper process and to also provide better efficiency with our agents.

New renewal process for sub-metered tenants. Individual tenants are mailed a renewal notice two or four years after their initial enrollment dateSystem generated letters to customers auto-enrolled through data sharing activities. Letters offer notification of Automatic Enrollment & ‘opt out’ clause 3rd method for sub-metered customers to recertify; via telephone (Recertification IVR). CARE Recertification IVR script updated to improve the wait time between prompts Bill redesign- CARE participation now an easily identified line item on SCG bill.

7

Energy Savings Assistance Program

Known as

Low Income Energy Efficiency Program

until January 1, 2011

LIEE Program- Budget 2009-2011

PG&E SCE SDG&E SoCalGas

2009 $92,395 $44,052 $16,200 $49,102

2010 $151,067 $61,561 $21,184 $76,873

2011 $156,789 $63,414 $20,327 $78,256

$0

$20,000

$40,000

$60,000

$80,000

$100,000

$120,000

$140,000

$160,000

$180,000

Bud

get (

,000

)

2009

2010

2011

2009 Budget: This item shows the 2009 LIEE budget expended, as reported in the IOUs’ 2009 LIEE Program Annual Reports.

2010 and 2011 Authorized Budgets: These budgets are authorized in D. 08-11-031. The 2010 authorized budget does not include carry-over funds.

99

LIEE Program- Units 2009-2011

2009 Units: This item shows 2009 LIEE units as reported in the IOUs’ 2009 LIEE Program Annual Reports.2010 Units: This item shows 2010 LIEE units as reported in the IOUs’ Monthly Report for December 2010 (filed 1/21/11).2011 Targets: Reflects the projected units to be treated as shown in D.08-11-031. *SCE 2010 target number includes carry-over units from 2009.

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

Nu

mb

er o

f h

om

es t

reat

ed

2009

2010

2011

2009 81,308 62,624 20,924 85,147

2010 129,856 121,868 21,603 143,540

2011 124,991 83,445 20,384 145,874

PG&E SCE SDG&E SoCalGas

1010

LIEE Year to Date Through December 2010

  PG&E SCE SDG&E SoCalGasBudgets

Expenditure $144,754,628 $64,983,946 $18,724,577 $74,153,540

Budget $151,067,347  $61,561,081  $21,184,008 $76,872,816

Percent Expenditure 86% 106% 88% 96%

Activity

Homes Treated 129,856 121,868 21,603 110,296

Goal 124,991  104,500  20,384  143,540

Percent Treated 104% 117% 106% 77%

Energy Savings

kWh 48,981,281 34,916,396 6,130,037 N/A

kW 12,224 9,821 588 N/A

Therms 2,700,009 N/A 311,056 2,088,423

1111

LIEE Measure Installations Through December 2010

Measures PG&E SCE SDG&E SoCalGas

Water Heating 98,877 504 17,407 92,973

Envelope & Air Sealing 101,660 3,088 16,320 88,981

Heating 2,969 30 2,469 18,808

Refrigerators 20,606 25,284 1,953 N/A

Lighting 769,722 250,147 184,436 N/A

Cooling 11,616 22,621 539 N/A

1212

Other LIEE Figures Through December 2010 Percentage of disabled enrolled versus 15% goal.

LIEE customers participating in CSI

Homes ‘gone back to’ versus new customers

PG&E SCE SDG&E SoCalGas

141 168 24 N/A

PG&E SCE SDG&E SoCalGas

Go-back8,722

New121,134

Go-back3,256

New118,612

Go-Back 309

New21,294

Go-back 4,539

New92,068

PG&E SCE SDG&E SoCalGas

18% 10% 8% 9.7%

1313

LIEE Outreach Through December 2010

PG&E SCE SDG&E SoCalGasLIEE: English/Spanish direct mail campaigns in Sacramento and Central Valley Outreach events across the service area Bill inserts and messages to 5.2 million customers Door-to-door canvassing by third party contractors

LIEE: Presence at the annual LA County Fair in the Pomona Fairplex Grounds. Asians and Pacific Islanders with Disabilities of California (APIDC) Statewide Conference presentation 7th Annual Wheelchair Wash Event and VIP Pampering Over 50 community events were held within SCE’s service territory. Partnership with City of Montclair managers and case workers Automated Outbound Campaign targeting over 30,000 customers within Los Angeles County

LIEE: English and Spanish automated outbound phone campaigns to generate qualified leads English and Spanish direct mails Door to door canvassing

LIEE: Bill inserts: Over 1.3 million bilingual inserts targeting non-participating customers that were enrolled on CARE (Jan/March/June) Automated Voice Messaging calls to over 484,000 targeted CARE customers with bilingual messaging in Spanish Direct Mail Letters: Over 230,240 bilingual DM letters sent to CARE customers Web: Over 80,000 emails sent to CARE customersThree newsletters to 1,300 Community Based Organizations to inform them about the Customer Assistance Programs as well as the name change of DAP to ESAP.

1414

LIEE Ethnic Media Through December 2010 PG&E SCE SDG&E SoCalGasLIEE English, Spanish, Chinese and Vietnamese radio ads in Bay Area, Fresno and Sacramento markets Hmong television ads in Sacramento, Fresno and Stockton marketsVietnamese and Chinese program description on website

LIEE/CAREParticipated in 3-hour Spanish “Univision Telecast” to enroll/take leads on income qualified programsInland Regional Center / Resource Fair – Care Provider Outreach for Seniors

LIEE/CARE: English, Spanish, Chinese, Vietnamese and Filipino print ads Developed LIEE Spanish video for community based organizations, public affairs groups and SDG&E websiteEnglish and Spanish television spots English and Spanish radio id’s

LIEE/CARE:System wide traffic radio media campaign targeting: General Market, African American, Seniors and Hispanics and drive customers to socalgas.com website. Participation in 17 events, including a 3-hour Spanish “Univision” telethonAsian (Chinese, Korean, Filipino & Vietnamese) print media campaign CARE and DAP programs promoted throughout the San Joaquin Valley on Spanish station Radio Campensia 5 week media campaign to General, Hispanic and Senior markets utilizing radio, transit TV spots and online banners to promote CARE/LIEE programsParticipated in a 3-hour Spanish “Univision” telethon

1515

Leveraging and Integration EffortsThrough December 2010

PG&E SCE SDG&E SoCalGasLEVERAGING Sacramento PG&E-SMUD-CRP partnership WNA coordination with City of Fairfield230 CARE enrollments from leveraged outreach with VITA/United Way Data sharing with other utilities and municipalities

INTEGRATION Partnered with Neighborhood Payment Centers (NPCs) to conduct outreach events at local offices Shared leads and integrated outreach efforts between CARE, FERA, LIEE and Cooling Centers program

LEVERAGING SCE volunteers staffed phone banks at Univision’s “A Su Lado” morning television event to promote CARE and collect enrollment leads.Enrolled onto EMA 36,623 customers via joint customer data exchange w/other IOUs.

INTEGRATIONCARE and LIEE share leads between programsQualified applicants to Energy Assistance Fund are also enrolled in CARE.LIHEAP payment recipients are automatically enrolled in CARE each quarter CARE & EMA programs integrate efforts and messaging through all marketing events

LEVERAGING Capitation contractors provide CARE enrollments and LIEE leadsLeverage with LIHEAP agencies

INTEGRATIONCARE & LIEE joint e-mail campaign to My Account customers Customer Assistance staff work with Branch Payment offices to conduct outreach and enroll qualified customers Call center referrals for the CARE program LIEE and CARE data exchange for enrollments/leadsIntegration with EE Mobile Home Park Program

LEVERAGING In partnership with CDPH

SoCalGas placed 59 custom designed CARE kiosks in WIC agencies throughout LA County, which are stocked with a bilingual CARE info sheet and CARE applications.

Agreements with two non-IOU municipal utilities’ low-income programs have commenced with initial data exchange and canvassing discussions.

INTEGRATION System wide CARE enrollment at

bill payment offices LIEE data exchange for CARE

enrollment Worked with EE Multi-family

program to identify and outreach to residents in complexes that have a high probability of LIEE eligibility.

LIEE data exchange for CARE enrollment.