before the public utilities commission of the state …...marketing, education and outreach...

BEFORE THE PUBLIC UTILITIES COMMISSION OF THE

STATE OF CALIFORNIA

Order Instituting Rulemaking on the Commission’s Own Motion to Conduct a Comprehensive Examination of Investor Owned Electric Utilities’ Residential Rate Structures, the Transition to Time Varying and Dynamic Rates, and Other Statutory Obligations.

R.12-06-013

SOUTHERN CALIFORNIA EDISON COMPANY’S (U 338-E) THIRTEENTH QUARTERLY REPORT ON PROGRESS OF RESIDENTIAL RATE REFORM

ANNA VALDBERG ROBIN MEIDHOF

Attorneys for SOUTHERN CALIFORNIA EDISON COMPANY

2244 Walnut Grove Avenue Post Office Box 800 Rosemead, California 91770 Telephone: (626) 302-6054 Facsimile: (626) 302-1910 E-mail: [email protected]

Dated: November 1, 2018

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STATE OF CALIFORNIA


R.12-06-013

SOUTHERN CALIFORNIA EDISON COMPANY’S (U 338-E) THIRTEENTH QUARTERLY REPORT ON PROGRESS OF RESIDENTIAL RATE REFORM

Pursuant to Ordering Paragraph 16 of Decision No. 15-07-001, Southern California

Edison Company hereby timely provides its Thirteenth Quarterly Report on the Progress of

Residential Rate Reform, attached hereto as Attachment A.

Respectfully submitted, ANNA VALDBERG ROBIN Z. MEIDHOF

/s/ Robin Meidhof By: Robin Meidhof

Attorneys for SOUTHERN CALIFORNIA EDISON COMPANY

2244 Walnut Grove Avenue Post Office Box 800 Rosemead, California 91770 Telephone: (626) 302-6054 Facsimile: (626) 302-1910 E-mail: [email protected]

November 1, 2018

Attachment A

SOUTHERN CALIFORNIA EDISON COMPANY’S THIRTEENTH QUARTERLY REPORT

ON PROGRESS OF RESIDENTIAL RATE REFORM November 1, 2018

Southern California Edison Company’s Thirteenth Quarterly Report on Progress of Residential Rate Reform

November 1, 2018 Table of Contents

Section Page

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I. INTRODUCTION ....................................................................................................................................1

II. MARKETING, EDUCATION AND OUTREACH (ME&O) CAMPAIGN .........................................1

A. Community Outreach ...........................................................................................................1

B. Rate Options Marketing Campaign .....................................................................................3

C. Outreach for High Usage Charge (HUC) .............................................................................3

III. METRICS ..............................................................................................................................................4

A. ME&O Tracking Survey ......................................................................................................4

B. ME&O Goal Targets ............................................................................................................5

C. ME&O Tracking Survey - Default TOU Pilot Surveys .......................................................6

IV. UPDATE ON ONLINE BILL COMPARISON TOOL AND PAPER BILL COMPARISONS .............................................................................................................................8

A. Online Bill Comparison Tool...............................................................................................8

B. Rate Comparisons ................................................................................................................8

V. TOU PILOTS ..........................................................................................................................................8

A. TOU Default Pilot ................................................................................................................8

1. Seasonal Newsletters ...............................................................................................8

2. Customer Rate Selection ..........................................................................................9

3. Rate Selection Survey Results .................................................................................9

4. Data Visualization Dashboard .................................................................................9

5. Evaluation of Pilot Research ....................................................................................9

B. New Customer Engagement Call Center Pilot.....................................................................9

VI. COMMUNITY CHOICE AGGREGATORS (CCA) COORDINATION ..........................................11

VII. MARKETING AUTOMATION ........................................................................................................11

Southern California Edison Company’s Thirteenth Quarterly Report on Progress of Residential Rate Reform

November 1, 2018 (Continued)

Section Page

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VIII. TEXT ALERTS ................................................................................................................................12

IX. ONLINE APPLIANCE SHIFTER TOOL...........................................................................................12

X. APPLICATION FOR TRANSITION OF CUSTOMERS TO DEFAULT TOU .................................12

XI. CURRENT RESIDENTIAL TIME-OF-USE RATE ENROLLMENTS ............................................12

XII. MEDICAL BASELINE .....................................................................................................................13

XIII. BUDGET UPDATE ..........................................................................................................................13

A. Residential Implementation Memorandum Account (RRIMA) Summary ........................13

B. Default Pilot Budget Summary ..........................................................................................14

C. Marketing, Education and Outreach (ME&O) Budget Summary .....................................16

XIV. CONCLUSION .................................................................................................................................18

APPENDIX A

APPENDIX B

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I. INTRODUCTION Pursuant to California Public Utilities Commission (Commission) Decision (D.) 15-07-

001 (the Decision), the Investor-Owned Utilities (the IOUs), Pacific Gas and Electric Company (PG&E), San Diego Gas & Electric Company (SDG&E), and Southern California Edison Company (SCE) must provide quarterly updates on the progress of residential rate reform efforts and the transition to default time-of-use (TOU) rates. This update is the thirteenth quarterly report on the progress of residential rate reform (PRRR).

As directed by various decision, resolutions and Assigned Commissioner and Assigned Administrative Law Judges’ (ALJ) Rulings, SCE’s PRRR includes updates on its Marketing, Education and Outreach (ME&O) plan, metrics, goals and strategies for residential rate reform; statistics on the number of customers currently enrolled in opt-in TOU rates; statistics on the number of customers enrolled in medical baseline, as well as outreach activities; a status update of rate comparison and online bill tools; information on bill presentment for typical customers on default and opt-in rate schedules; progress on Default TOU plans; information on ME&O expenditures and a summary of the status of the Residential Rate Implementation Memorandum Account (RRIMA) as required by the Decision.

II. MARKETING, EDUCATION AND OUTREACH (ME&O) CAMPAIGN A. Community Outreach Community-Based Organization (CBO) Outreach Strategy As part of SCE’s objective to create awareness and to educate customers about rates and

assistance programs like Medical Baseline, SCE will launch its CBO outreach strategy in Q4 2018 to reach critical segments such as low-income, limited English proficiency, seniors and customers with disabilities. SCE had initially planned to self-select 10-15 organizations from the nearly 1,400 with whom we have a relationship companywide in varying capacity. SCE will instead issue a request for proposal (RFP) in Q4 to all community-based organizations within SCE’s geographic footprint.

This RFP effort will result in the selection of 10 to 15 organizations that best demonstrate their ability to engage the community. The RFP approach leverages key insights and best practices of the CBO effort recently implemented Statewide. It will result in established levels of rigor around the execution and the effectiveness of outreach.

In exchange for an incentive or stipend, the 10 to 15 organizations will be required to document their outreach including information posted on social media, in newsletters, and at community events so that SCE can report back to the Commission in quarterly reports beginning in 2019 using the matrix below:

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SCE will continue to engage with CBOs that were not selected as part of the RFP

process, but without a formalized agreement or obligation from them to engage their constituents on our behalf.

CBO Savings Toolkit SCE has completed its CBO Savings Toolkit which includes an easel-back display with

useful information about rate plan options as well as information about low income and Medical Baseline programs that CBOs can use at their facilities and community events for outreach to their constituents. Brochures, notepads and other give-away items that convey key message points are included in the kit as well as tips to save energy, money, and to help the environment.

In addition to English language, these kits are available in Spanish, Chinese, Korean, Cambodian and Vietnamese. They were designed and created with valuable input from SCE’s Community Advisory Panel, which consists of leaders from various community- and faith-based organizations that work in partnership with SCE and provide critical insights to benefit the community.

The Toolkits were completed in September and were distributed to more than 30 community organizations that participated in SCE’s Resilient Communities Roundtable events (Emergency Preparedness and Wildfire Mitigation) in Central and Northern Orange County, San Bernardino / Redlands and in Palmdale / Lancaster, and at SCE’s Supplier Diversity Workshop. Many of these community organizations represent critical customer segments such as low-income, limited English proficiency, and seniors and customers with disabilities. SCE estimates that each toolkit will result in 300-500 customer interactions.

SCE will continue to seek and evaluate opportunities to distribute additional toolkits to within the community to raise awareness and educate customers about rates and assistance programs.

Events SCE had a strong presence at dozens of community events like emergency preparedness,

clean air, and children’s fairs during third quarter 2018 and distributed information about rates and assistance programs. A list of these events are attached as Appendix A.

CBO Outreach Technique Effectiveness Metric

Post TOU info on CBO Social Media Channels (Facebook, Twitter, Instagram, Snapchat, etc.)

Count the number of posts and number of followers for each CBO

CBO Include TOU info materials in newsletters

Count the number of articles and size of distribution list for each CBO

CBO Face-to-face outreach on TOU Ask CBOs to keep a brief record of each interaction, such as a name or address

CBO Community Events and Speaking Opportunities

Provide copy of sign in sheet when available, otherwise have CBO provide an estimate of attendance

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B. Rate Options Marketing Campaign SCE launched a multi-channel, integrated Rate Options Campaign in mid-July with TV,

radio, digital banner advertisements, social media, outdoor billboards and other forms of outreach in support of Residential Rate Reform.

The campaign is directed to residential customers and intended to increase awareness and understanding of rate options. It is designed to achieve key metrics that have been established by the ME&O Working Group as part of residential rate reform, and to advance the rates-related “conversation” with customers in preparation for their eventual transition to default TOU rates.

The campaign began the week of July 16 with TV, radio and digital banner ads, social media and other forms of non-traditional outreach; the outdoor billboards followed in mid-August. The campaign will run through October and outreach materials also appear in Spanish and Asian languages.

Many of the outreach materials drive customers to an interactive landing page on SCE.com containing links to informative videos and other information including SCE’s rate comparison tool.

The campaign has already delivered a significant number of impressions with nearly 323 million impressions achieved through the end of September; 10 percent of which are attributed to content that appeared in languages other than English. An impression is defined as the total number of exposures to an advertisement. One person can receive multiple exposures over time, and if one person was exposed to an advertisement five times, this would count as five impressions.

In addition to the vast number of impressions, there has also been strong interest in viewing content on the campaign’s landing page on SCE.com with nearly a half-million unique views; 60,000 of which were in Spanish and Asian languages.

Many of the customers who viewed the landing page also sought deeper engagement by accessing links to informative videos, the rate comparison tool and more detailed rate information.

The campaign concludes at the end of October and in November, SCE will conduct the next wave of its bi-annual tracking research to gauge the impact of the campaign on key rate reform metrics.

C. Outreach for High Usage Charge (HUC)

In Q3, SCE mailed 294k HUC letters to customers who were at 349% to 400% of the baseline and 332k HUC letters to customers exceeding 400% of baseline. This represents an increase of 26% from Q3 2017. The increase was primarily due to the record-breaking heat from July.

In addition to sending the HUC letters in the third quarter of 2018 to 626.7k customers, SCE had an increase of webpage views and increase of inquiries to the call center. The HUC dedicated webpage received 9.3k web hits from July 1 through September 30. This shows an increase of 56% compared to Q3 2017. There were 14.7k phone calls to the call center in Q3, which represents an increase of 7% compared to Q3 2017.

Data tracking shows that the high usage letters are encouraging customers to enroll in new rates and programs. Of those who received pre-breach letters from January through

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September, there was an incremental take rate of 0.3% for Budget Assistant, 0.5% for Medical Baseline, and 1% for TOU rates. Of those who received the breach letters from January through September, there was an incremental take rate of 0.4% for Budget Assistant, 0.6% for Medical Baseline, and 1.4% for TOU rates. Response to the breach letters was higher than the pre-breach.

To enhance the HUC letters, SCE added the in-language phone numbers to the HUC letter template in July 2018. This will help customers who may not have English as their primary language.

III. METRICS A. ME&O Tracking Survey Semi-annual (Spring / Fall) ME&O tracking surveys began in 2016 to assess customer

awareness, understanding, and engagement with regard to Residential rate reform and the anticipated transition to Default TOU.

As reported in the 12Q PRRR report, the latest (fifth) wave of the ME&O tracking survey was conducted in May-June 2018 with a representative sample of 1,000 Residential customers, including low / moderate / high usage, CARE / FERA, NEM, and numerous demographic and geographic customer sub-groups.

The next (sixth) wave of the ME&O tracking survey will be conducted in November 2018 with final results by year-end.

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Summary of Selected Results from ME&O Tracking (Spring 2018)

B. ME&O Goal Targets

SCE established targets for its seven primary goal metrics in Q1 2018, using the Wave 4 (Fall 2017) ME&O Tracking survey results for the subset of respondents who met the characteristics of customers eligible for default TOU (“Default Eligible”). As in the 12th Quarterly PRRR report, the table below shows results from the Wave 5 (Spring 2018) survey for Default Eligible customers in the study. All seven metrics showed positive upward movement in Wave 5 compared to Wave 4.

Our progress will again be calibrated at year-end against these targets with the Wave 6

(Fall 2018) ME&O Tracking survey results (to be reported in the 14Q PRRR report in January).

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SCE’s Rate Reform ME&O Goal Metrics (Spring 2018)

As a reminder: All of the metrics with percentages are based on “yes” answers to the

survey questions, while the mean ratings are based on questions with a 1-10 rating scale as the basis for the answer choices.

For Metric 1, SCE is using “help you save money” as a surrogate for “mitigate electricity expenditures.” Metric 3 is a composite average rating (equally weighted) of two attribute statements related to customers’ understanding of “how electricity use can impact bills” under a TOU rate scenario. The recommended wording for Metric 4 has been expanded to address the benefits of both lowering and shifting electricity use – a composite average rating for eight attributes (again equally weighted): four related to “benefits of lowering electricity use” and four about “benefits of shifting electricity use to non-peak hours.” SCE has also added “Demand Response (DR) programs, energy management technologies” to the wording of Metric 5. Adjustments to Metrics 4 and 5 match comparable wording the other IOUs are using.

C. ME&O Tracking Survey - Default TOU Pilot Surveys Three primary surveys – Survey 1a, 1b, and 2 – are being conducted by SCE in 2018 to

measure customers’ experiences with and attitudes / opinions about the TOU Default Pilot at various points in time.

Survey 1a evaluated the pre-Default experience (particularly the effectiveness of the

90/60/30-day communications sent to customers) – and was fielded from April 4 to May 6 with a sample of 2,244 Residential customers drawn from all 400,000 eligible for the Default transition (whether they actually transitioned or opted out to Tiered / chose an alternate TOU rate). Approximately 275 surveys were completed across each of the eight Default Pilot treatment cells (4-9 vs. 5-8 peak, monthly vs. seasonal bill impacts, opportunity vs. loss aversion messaging).

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Results of the Survey 1a were reported to the Working Group on June 13 – and summarized in the 12Q PRRR report.

Survey 1a was also administered to a small sample of SCE employees who were selected to participate in the Default TOU Pilot (also reported in the previous PRRR).

Survey 1b was conducted from June 4-27 with results received in mid-July. The study

included a sample of 2,016 Residential customers who defaulted to a TOU Default Pilot rate in March and remained on the new rate when surveyed. The purpose of this survey was to assess customers’ initial experiences with the Default Pilot, and particularly their response to the two test TOU rates, the enhanced vs. basic Welcome letters, and the first months’ bills.

Highlights from Survey 1b include the following:

Customers who recalled the welcome letter seem reasonably knowledgeable and found the letter beneficial, but more than half did not recall receiving it – leaving a high proportion of Pilot participants less informed about the Default transition and their new TOU rates.

Some customer groups (including CARE, LPP, fixed-income, and Non-Benefiters) are paying more attention to the transition, but are also more confused and uncertain – they may need additional resources / assistance.

The Basic version of the welcome letter outperformed the Enhanced in terms of higher recall, less confusion, and less skimming.

As in Survey 1a, there are few differences in responses by the two Pilot rate groups (4-9 p.m. or 5-8 p.m.).

Despite limited communications recall, awareness is 1) high for both TOU and Tiered rates, 2) increasing for the Default transition, and 3) reasonably strong for specific TOU-related changes – suggesting the welcome letter was somewhat effective in supplementing the 90/60/30-day pre-Default communications.

About half of the Pilot participants say they still have unmet information needs, and less than one-fourth know about or understand bill protection – indicating more information is needed.

Over half have no ill feelings about the Default transition, but one-third feel confused. Despite communication and knowledge gaps, favorability toward SCE is holding steady

(as in Survey 1a). Among those who received and looked at their bill to date, response to the new redesign

is positive, with the various items on the bill considered helpful and easy to find / read. Survey 2 will be conducted between October 22 and November 19, with a final report in late

December. Key findings from Survey 2 will be included in the next PRRR report. This study will evaluate customers’ longer-term, post-summer attitudes and experiences with their Default TOU rate. Again, Survey 2 respondents will be Residential customers who transitioned to one of SCE’s two test TOU rates and remain on the rate when surveyed.

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IV. UPDATE ON ONLINE BILL COMPARISON TOOL AND PAPER BILL COMPARISONS A. Online Bill Comparison Tool In Q3 2018, there were 62k web visits to the online tool and 48k unique visits with 26.6k

successfully logged in. This can be compared to Q3 2017, where there were 30k web visits to the online tool. Web traffic may have increased from the increased amount of High Usage Charge (HUC) letters sent/emailed in August which provides log-in information for TOU rate options through our online Rate Comparison tool.

SCE is working with third party vendor, GridX, Inc., to develop a new Rate Analysis

tool. GridX will be responsible for providing the rate calculations that will be used for the Customer Experience tool. Teams are working to complete User Acceptance Testing. This activity is scheduled for completion by early November. The online tool is expected to be available for Residential customers by Q4 2018.

B. Rate Comparisons Given the ALJ Ruling to suspend semi-annual bill comparison letters continues, SCE

plans to continue its test and learn strategy and to generate awareness of time-of-use (TOU) and rate plan choices by launching another TOU acquisition to target between 250k-400k benefiters by the end of Q4 2018. Communication channels will include sending emails (which will test a second touch), as well as testing direct mail with and without business reply cards (BRC) to benefitting customers with the best rate options. SCE will also expand direct mail to include one side in Spanish. Communications will also promote TOU text alert sign-ups. The current plan is to launch to the majority of the customers in October 2018.

V. TOU PILOTS A. TOU Default Pilot SCE started with an initial targeted pilot population of approximately 400,000 customers

in December 2017. Of the 400,000 customers, 309,199 (77.3%) customers were defaulted to either TOU-D-4-9PM or TOU-D-5-8PM in April 2018. As of October 1, 2018, 286,205 still remain on the pilot. These customers have continued to receive post-default communications that focus on tips and solutions to help lower their electricity costs on a TOU rate. Ongoing reporting and tracking of the TOU Default Pilot customers focuses on the number of customers who remain on either of the pilot rates (i.e. TOU-D-4-9PM or TOU-D-5-8PM) or who have requested to go back to their domestic tiered rate, number of customers receiving bill protection credit, call center call volumes and dispositions and survey tracking.

1. Seasonal Newsletters Similar to the summer newsletters that were distributed to pilot customers in July 2018,

winter newsletters were created as part of the post-transition communication plan and distributed in October 2018. Two versions of the newsletter were created for the experimental treatment to gauge the impact of various levels of information and graphics: a Basic version, consisting of a

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postcard to reinforce On-Peak and Off-Peak hours as well as tips and tools, and an Enhanced version with an appearance that was much more like a traditional newsletter with four standard-sized pages of content and graphics.

2. Customer Rate Selection Of the 399,994 customers that were targeted for the pilot in December 2017, 309,199

customers were defined to be on the pilot in April 2018 (this number includes those customers that were defaulted and those that selected either of the default rates during the pre-default phase). As of October 1, 2018, 286,205 of the pilot customers remain on either TOU-D-4-9PM or TOU-D-5-8PM.

The table below provides a breakdown of the number of customers that were defined to be on the pilot as of April 2018 and those pilot customers that remain on either of the two TOU default rates today:

3. Rate Selection Survey Results The TOU Default Pilot surveys (1a, 1b, and 2) are also intended to assist SCE in

determining how customers respond to the two test TOU rates (4-9 p.m. and 5-8 p.m.) – and ultimately which rate or rates to offer going forward to Full Roll-out and beyond. To date, results from Surveys 1a and 1b indicate that there are no significant differences in customer evaluations of or experiences with the Pilot TOU rates.

4. Data Visualization Dashboard Per Resolution E-4895-E, Ordering Paragraph 7, SCE was directed to implement a “data

visualization dashboard or similar tool containing metrics and tracking date for interested parties to access: SCE’s pre-default data visualization dashboard is attached here to as Appendix B.

5. Evaluation of Pilot Research SCE has contracted with Nexant, Inc. to conduct the evaluation of the Default TOU Pilot.

SCE anticipates receiving preliminary summer load impact results in December of 2018 from Nexant with the final version being available by the end of the first quarter of 2019.

B. New Customer Engagement Call Center Pilot On July 27, 2018, SCE completed a second test of rate conversations at time of turn-on.

Feedback from the ENAs (Call Center Energy Advisors) from the Phase 1 test in Q4 2017 found that the ENAs desired a more structured series of questions to enable more dialogue with the

As of April 2018At time of Default TOU D 4 9PM TOU D 5 8PM

Initial Population 399,994 153,049 156,150Closed 14,291 9,536 9,594Ineligible 2,579 N/A N/AOpt Out / Rate Change to Tiered 48,241 1,068 950Rate Change to Optional TOU 25,054 952 894Rate Change to Other Default Rate 3,402 45 13Defaulted / Remain on Default Rate 305,797 141,448 144,699

As of October 1, 2018

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customer. The purpose of this pilot was to expand the conversation to test customer reaction and responsiveness to a series of lifestyle questions that would help customers make a more informative selection for their rate option. In this Phase 2 test, Energy Advisors (ENAs) asked the following questions to help determine the best rate option:

As a result, ENAs pitched rate options to 2,134 (33%) of the turn-on calls with

approximately 50% of the customers engaging further in the rate conversation with lifestyle questions to determine the best rate options for their home. Based on the continued conversations the ENA had with customers, 52% of the customers were better on a TOU rate based on how the lifestyle questions were answered. Pilot results indicate that 267 (approximately 12.5% of those pitched) have been enrolled in a TOU rate. Since this test was conducted during the summer, several customers commented that they preferred to wait until after the summer ended before they enrolled in TOU.

SCE also conducted a phone survey to determine if inbound-calling residential customers who are selected and who receive proactive suggestions regarding TOU rates will demonstrate higher levels of awareness of, familiarity with, and interest in TOU options. Results from an outbound call survey showed overall higher awareness and more favorable responses for the Phase 2 test conducted this summer compared to the Phase 1 test conducted in Q4 2017.

o 47% from Phase 2 recalled the conversation compared to 33% from Phase I.

o Of those, 90% of turn-on customers from Phase 2 who recall the conversation found the conversation worthwhile compared to 87% from Phase 1. Phase 2 customers also felt the calls contained new information that was easy to understand and was not overly time consuming. Somewhat fewer claim to have signed up for a TOU rate in Phase 2 than in Phase 1 (16% vs. 27%).

o Awareness of the option to choose a rate, awareness of TOU, and familiarity with how TOU rates work was higher among the Phase 2 test customers vs Phase 1. Awareness of the option to choose a rate plan was considerably higher at 64% for Phase 2 compared to 46% for Phase 1.

SCE also conducted a time study for Average Handle Time (AHT). It was determined the TOU conversation increased AHT by 3 minutes and 8 seconds, which was significantly longer than the call discussions in Phase 1. SCE feels that the latest test provides positive results for

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customers and better meets the spirit of the original request to have a robust dialogue with the customer.

As part of SCE’s test and learn approach, SCE will continue to work to better refine the scripts and lifestyle questions to reduce Average Handling Time while maintaining customer satisfaction. Feedback from the Call center reps shared that some customers were confused by the square footage question and were unable to answer that, so SCE is considering rewording this question for future customer engagement efforts.

SCE is currently working with an agency to develop and test the online rate conversations at time of turn-on. SCE will be developing and testing two designs with customers, as SCE wants to understand participant reactions to their placement in the Turn On process, to the design variations, and particularly to questions that would be used to determine a customer’s suggested rate plan. SCE is collaborating with the agency to integrate a similar series of lifestyle questions which potentially involve number of household member(s), square footage, presence of a swimming pool and/or major appliances (e.g. air conditioner) and household member lifestyle(s). The goal of the study would be to measure ease of use, understandability, and ability to complete customer research and gain findings to build out detailed requirements to support Initial Default TOU Migration (IDTM) in Q4 2020.

VI. COMMUNITY CHOICE AGGREGATORS (CCA) COORDINATION SCE met with current and future CCAs on August 8 and 9, as well as a follow-up meeting

with a subset of CCAs on August 14. Attendees included Lancaster Choice Energy, Apple Valley, CCEA (Pico Rivera, etc), Desert Community Energy (DCE), Clean Power Alliance (LA County), and numerous attendees from Calpine, the billing agent. The meetings were to share a more thorough rate design proposal in advance of the filing of SCE’s supplemental testimony in its Rate Design Window (RDW) application, A. 17-12-012. The two primary concerns raised from the proposal centered on data verification and frequency of rate change updates to the tool. SCE committed to continue to work with the CCAs towards a solution. In addition to responding to testimony from CCA parties, SCE intends to have follow up meetings with the CCAs in Q4 2018 to share an updated rate tool demo as well as discuss timing of key decisions.

VII. MARKETING AUTOMATION SCE has made progress toward the establishment of the marketing automation

functionality. Data structure design and set up have been completed and automation functionalities are on track to be completed by mid-December 2018. Marketing Automation will be enabled and functional by the end of 2018.

Pilot efforts will continue to focus on establishing appropriate cadence and triggers to effectively educate and enable a seamless transition to TOU, in addition to providing the appropriate customer care post transition. This will be accomplished through highly-targeted, personalized messages that address specific barriers by applying segmentation, modeling and conversion analytics to ensure optimal performance of campaign execution.

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Key Milestones Date Status Data Structure Design and Setup

May 2018 Completed

Marketing Automation Functionalities Enable

December 2018 On Track

Execution Plan Q1 2019 On Track Measuring and Refining 2019 - 2020 On Track

VIII. TEXT ALERTS Through September, there have been 546 enrollments into TOU Text Alerts. 361 of the

enrollments are TOU Default Pilot customers. There have been approximately 66 opt-outs by default pilot customers since the program launch.

IX. ONLINE APPLIANCE SHIFTER TOOL Between July 1 and September 30, there were 4,206 visits to the Online Appliance

Energy Cost Estimator tool. This represents an increase of approximately 66% in visits compared to the second quarter. The increase can be partially attributed to a couple of communications to customers during Q3. On July 19, SCE issued the TOU Default Pilot summer newsletter which contained information about the tool which could have driven customers to visit the page. The high volume of HUC letters may have also contributed to the increase in visits from customers driven to the TOU page to learn about rate options.

X. APPLICATION FOR TRANSITION OF CUSTOMERS TO DEFAULT TOU SCE filed Supplemental Testimony in the RDW proceeding on August 17 to include

refinements to its proposal and supporting data from recent surveys as described above. At the request of Energy Division, SCE filed additional supplemental testimony on September 26 to support Energy Division’s requested examination of differing inputs to SCE’s GHG reduction estimates.

XI. CURRENT RESIDENTIAL TIME-OF-USE RATE ENROLLMENTS As of September 30, 2018, 430,008 residential customers are enrolled in TOU rate plans,

as reflected in the table below. Enrollment has increased since 2017, with a significant increase in enrollments resulting from SCE’s TOU Default Pilot. In addition, opt-in TOU enrollments increased in Q3 as well, with a large contributor of the volume being from the High Usage Charge letters.

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XII. MEDICAL BASELINE There has been a slight increase in customer enrollment in Medical Baseline with 3,157

new sign ups, which equates to an increase of more than 3 percent quarter over quarter.

While SCE has increased its outreach efforts for Medical Baseline by highlighting the program in its new CBO Savings Toolkit, it is unlikely that the increase can be attributed the kit as its distribution did not begin until mid-September.

XIII. BUDGET UPDATE

A. Residential Implementation Memorandum Account (RRIMA) Summary As with previous reports, SCE is tracking all recorded costs in four categories: TOU Opt-

In Pilot, TOU Default Pilot, TOU Default Full Roll Out, and Non-TOU Pilot, with sub-categories in each (i.e., ME&O, Consultant, etc.). In addition, SCE has now added a fifth category which includes internal charges (e.g., general and absence labor, contract procurement, accruals, etc.), and budget reclassification efforts. These charges are best separated from the other categories as they are not specific to TOU and Non-TOU activities. Below is the summary table of RRIMA operating expenses from October 2015 through September 2018. SCE has implemented quarterly accruals for all invoices over $50,000. In Q3 2018, SCE incurred approximately $241,343 in quarterly accrual expenses which will be adjusted in Q4 2018.

TOU RatesTotal TOUEnrollments2018 Q1

Total TOUEnrollments2018 Q2

Total TOUEnrollments2018 Q3

Opt in TOUEnrollments2018 Q3

TOU DOption A 47,170 56,608 81,499 34,486TOU DOption B 33,261 36,942 45,093 43,927TOU D T 15,178 15,398 15,470 14,858TOU D 4 147,875 149,795 141,877 412TOU D 5 150,898 153,016 145,259 509TOU EV 1 917 881 810 809Total 395,299 412,640 430,008 93,981

MBLCustomer Class

Number ofCustomer2018 Q1

Number ofCustomers2018 Q2

Number ofCustomers2018 Q3

Critical Care 16,472 16,348 17, 080Non Critical 74,560 74,286 76,711

Total 91,032 90,634 93,791

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While not noted in the above table, SCE has incurred capital-related expenses to support

the residential rate reform decision. This work included system changes to modify SCE’s tier structure, including the development of the HUC, the building of new rates for TOU Pilots, and the development of the short and long-term Online Bill Comparison Tool. Currently, SCE has incurred approximately $6.77 million in capital-related expenses through September 30, 2018 and these costs are in addition to the above table.

SCE has discovered a reporting error in Q2 2018 in the amount of up to $155,525. The error was caused by incorrect vendor billing which resulted in the erroneous charges. Approximately $130,290 has been adjusted and reflected in Q3 2018 (TOU Default Full Roll Out, Other). Review of the remaining amount has not yet been completed and should be finished in Q4 2018.

SCE will fund approximately $65,000 for TOU-D Prime intra-bill calculations and budget assistant projects through RRIMA. These charges will occur from 2018-2019 and be accounted for under TOU Full Rollout IT.

B. Default Pilot Budget Summary Resolution E-4847, issued on May 12, 2017, approved with modifications SCE’s Default

TOU Pilot and directed SCE to begin tracking expenditures against estimates related to the pilot. SCE is tracking all Default TOU Pilot costs in six categories: Marketing, Market Research (including Measurement and Evaluation), Information Technology (IT), Operation Support, Bill Protection, and Project Management Support. Since the filing of AL 3531-E, three line-items have been added to the Default TOU Pilot budget to specifically track Marketing “Collateral,” and “Bill Redesign”, as well as Operation Support “Rate Calculations.”

2015Oct Dec 2016 Total 2017 Total 2018 Q1 2018 Q2 2018 Q3 2018 Total TOTAL

ME&O 174$ 1,339,386$ 264,043$ 40,060$ 22,660$ 21$ 62,741$ 1,666,344$IT $ $ $ $ $ $ $ $Consultant 131,107$ 607,082$ 526,375$ 26,119$ 10,675$ 88$ 36,881$ 1,301,445$Operations $ 170,588$ 256,889$ 33,334$ 1,620$ $ 34,954$ 462,431$Incentives $ 2,897,918$ 724,250$ $ $ $ $ 3,622,168$Other 19,776$ 230,372$ 222,837$ 6,797$ 7,532$ 5,753$ 20,082$ 493,067$

151,058$ 5,245,345$ 1,994,395$ 106,309$ 42,487$ 5,862$ 154,658$ 7,545,455$ME&O $ 460,576$ 384,411$ 1,015,289$ 207,926$ 316,542$ 1,539,757$ 2,384,744$IT $ $ 48,780$ 622$ $ $ 622$ 49,402$Consultant $ 307,480$ 296,712$ 33,991$ 82,334$ $ 116,325$ 720,517$Operations $ $ 15,157$ 110,785$ 65,155$ 22,765$ 198,705$ 213,862$Other $ 49,210$ 138,324$ 36,786$ 16,606$ 27,990$ 81,382$ 268,917$

$ 817,266$ 883,383$ 1,197,473$ 372,021$ 367,297$ 1,936,792$ 3,637,441$ME&O $ $ $ $ 39,624$ $ 39,624$ 39,624$IT $ $ 19,026$ 4,667$ 10,581$ 7,971$ 23,220$ 42,246$Consultant $ $ $ $ $ $ $ $Operations $ $ $ $ $ $ $ $Other $ 14,048$ 74,760$ 29,623$ 173,598$ (118,235)$ 84,985$ 173,794$

$ 14,048$ 93,787$ 34,290$ 223,803$ (110,264)$ 147,830$ 255,664$ME&O $ 3,548,678$ 2,674,348$ 42,445$ 3,059,774$ 122,653$ 3,224,872$ 9,447,898$IT $ $ $ $ $ $ $ $Consultant $ 323,971$ 89,059$ 750$ $ $ 750$ 413,779$Operations $ 16,069$ 489,037$ 100,272$ 44,106$ 251,407$ 395,785$ 900,891$Other $ 10,487$ 21,471$ 13,914$ 1,391$ 28,943$ 44,247$ 76,206$

$ 3,899,205$ 3,273,914$ 157,381$ 3,105,271$ 403,003$ 3,665,655$ 10,838,774$SCE Internal Charges 98,136$ 174,036$ 51,625$ (92,006)$ 25,603$ 27,565$ (38,838)$ 284,959$

Reclassification 387$ (43,180)$ (9,550)$ 0$ 401$ $ 401$ (51,942)$98,524$ 130,856$ 42,075$ (92,006)$ 26,003$ 27,565$ (38,437)$ 233,018$

Total Operating Expenses 249,581$ 10,106,721$ 6,287,554$ 1,403,447$ 3,769,586$ 693,464$ 5,866,497$ 22,510,353$Bill Protection 260,658$ 7,870$ 12,477$ 147,545$ 167,891$ 428,549$Total RRIMA 2015 2018 249,581$ 10,106,721$ 6,548,212$ 1,411,317$ 3,782,063$ 841,008$ 6,034,388$ 22,938,902$

Miscellaenous Subtotal

Miscellaenous

Non TOU Pilot Subtotal

TOU Opt In Pilot

TOU Default Pilot

TOU Default Full Roll Out

Non TOU Pilot(Rate Communications)

TOU Opt In Pilot Subtotal

TOU Default Pilot Subtotal

TOU Default Full Roll Out Subtotal

A-15

2016Budget

2016Actuals

2017Budget

2017Actuals

2018Actuals

2019Budget

TotalBudget

TotalActuals

Cost Recorded Cost Recorded Cost Recorded Cost Cost RecordedMarketingPilot Pre Default Notification90/60/30 Day CommunicationsMarketing Direct Mail $ $ 172,823$ 167,745$ 1,588,174$ 922,978$ 1,760,997$ 1,090,723$

Pilot Welcome CommunicationsWelcome Kit BasicMarketing Direct Mail $ $ $ $ 109,674$ 58,935$ 109,674$ 58,935$

Welcome Kit EnabledMarketing Direct Mail $ $ $ $ 186,112$ 58,935$ 186,112$ 58,935$

Pilot Post Default CommunicationsFirst TOU Summer Communication Enhanced (Newsletter)Marketing Direct Mail $ $ $ $ 155,661$ 34,017$ 155,661$ 34,017$

First TOU Summer Communication Basic (Postcard)Marketing Direct Mail $ $ $ $ 112,358$ 34,017$ 112,358$ 34,017$

First Winter Communication Enhanced (Newsletter)Marketing Direct Mail $ $ $ $ 155,661$ 37,492$ 155,661$ 37,492$

First Winter Communication Basic (Postcard)Marketing Direct Mail $ $ $ $ 112,358$ 37,492$ 112,358$ 37,492$

12 Month Bill Protection ExpirationMarketing Direct Mail $ $ $ $ $ 186,087$ 186,087$ $

Outbound Calling $ $ $ $ 10,600$ 96,962$ $ 10,600$ 96,962$Digital Experience (sce.com) $ $ 22,800$ 35,213$ 25,080$ 40,769$ 27,588$ 75,468$ 75,982$TOU Text Alert $ $ 17,969$ $ $ 13,064$ $ 17,969$ 13,064$Collateral $ $ $ $ $ 765$ $ $ 765$Bill Redesign $ $ $ $ $ 21,758$ $ $ 21,758$SUB TOTAL $ $ 213,592$ 202,957$ 2,455,678$ 1,357,182$ 213,675$ 2,882,945$ 1,560,140$Market Research (Survey Design, Implementation and Reporting)Bovitz Design Thinking Research 149,189$ 149,189$ $ $ $ $ 149,189$ 149,189$Communications Development/Message Testing for Default Pilot $ $ 150,000$ 157,098$ $ $ 150,000$ 157,098$ME&O Experience and Tracking Surveys for Default Pilot $ $ $ $ 525,000$ 173,636$ $ 525,000$ 173,636$Experience Evaluation Research for Default Pilot $ $ $ $ 100,000$ $ $ 100,000$ $Pulse Surveys/Experience Evaluation Research for Default TOU $ $ $ 7,000$ 50,000$ $ $ 50,000$ 7,000$

Bill Redesign 336,124$ 311,387$ 11,039$ 17,355$ $ 8,939$ $ 347,163$ 337,681$SUB TOTAL 485,313$ 460,576$ 161,039$ 181,453$ 675,000$ 182,574$ $ 1,321,352$ 824,604$

M&ELoad and Bill Impact Report $ $ $ $ 200,000$ $ 200,000$ 400,000$ $M&E Consultant Support 53,309$ 50,309$ 34,000$ 17,795$ 34,000$ 1,660$ $ 121,309$ 69,764$

SUB TOTAL 53,309$ 50,309$ 34,000$ 17,795$ 234,000$ 1,660$ 200,000$ 521,309$ 69,764$Information Technology (IT) System UpdatesBilling System Updates and Support $ 580,874$ 3,232,417$ 2,331,424$ 705,288$ 1,099,398$ $ 3,937,705$ 4,011,696$Technology, Tools, and Alerts $ $ 30,000$ $ $ $ $ 30,000$ $SUB TOTAL $ 580,874$ 3,262,417$ 2,331,424$ 705,288$ 1,099,398$ $ 3,967,705$ 4,011,696$

Operation SupportCustomer Contact Center Operations $ $ 63,166$ $ 415,084$ 164,445$ $ 478,250$ 164,445$Billing Operations $ $ 36,667$ $ 183,333$ 22,637$ $ 220,000$ 22,637$Rate Calculations $ $ $ 15,157$ $ $ $ $ 15,157$Training $ $ 75,605$ $ 65,205$ 11,623$ 63,405$ 204,215$ 11,623$SUB TOTAL $ $ 175,438$ 15,157$ 663,622$ 198,705$ 63,405$ 902,465$ 213,862$

Bill Protection Revenue ShortfallBill Protection $ $ $ 260,658$ 2,623,491$ 167,891$ 7,870,473$ 10,493,964$ 428,549$SUB TOTAL $ $ $ 260,658$ 2,623,491$ 167,891$ 7,870,473$ 10,493,964$ 428,549$

Project Management SupportIncremental Labor 55,741$ 37,689$ 222,960$ 132,834$ 222,960$ 70,795$ 222,960$ 724,621$ 241,318$Consultant Support 115,614$ 257,170$ 93,986$ 278,918$ $ 114,665$ $ 209,600$ 650,753$Employee Expenses 6,000$ 11,521$ 24,000$ 5,490$ 24,000$ 10,587$ 24,000$ 78,000$ 27,598$SUB TOTAL 177,355$ 306,380$ 340,946$ 417,241$ 246,960$ 196,047$ 246,960$ 1,012,221$ 919,669$

TOTAL 715,977$ 1,398,140$ 4,187,432$ 3,426,685$ 7,604,039$ 3,203,460$ 8,594,513$ 21,101,961$ 8,028,285$

2018Budget

A-16

As noted in the RRIMA Summary, IT capital and Bill Protection expenditures do not record in the RRIMA. However, these costs have been included in the budget table above in order to accurately represent Default TOU Pilot spend. Currently, SCE has incurred approximately $3.96 million in Default TOU Pilot IT capital-related expenses through September 30, 2018, and these costs are included in the table above. In addition, SCE has incurred approximately $428,549 in Bill Protection credits.

C. Marketing, Education and Outreach (ME&O) Budget Summary Ordering Paragraph 6 of Resolution E-4895, issued on February 9, 2018, directs SCE to

include cost deviations and explanations for costs greater than $250,000 at the tactic line level in the PRRR. SCE has confirmed with Energy Division staff that all deviations will be based off of the most recent budget submitted as part of SCE AL 3777-E-A, filed on August 24, 2018.

The following table provides a revised budget estimate for SCE’s RROIR ME&O activities in 2018-2022. The final budget may vary based on a variety of factors, such as the final rate design and lessons learned from the TOU pilots. As requested by the Public Advocates Office (formerly ORA) in response to SCE’s AL 3500-E, SCE will update the below table with the recorded ME&O expenditures each quarter. Through September 2018, SCE has recorded approximately $5.14 million in ME&O costs. SCE has implemented quarterly accruals for all invoices over $50,000. In Q3 2018 (Targeted Media, Media Buy), SCE incurred $241,000 in quarterly accrual expenses which will be adjusted in Q4 2018.

A-17

2018 Budget 2018 Q1 Actuals 2018 Q2 Actuals 2018 Q3 Actuals 2018 Totals 2019 Budget 2020 Budget 2021 Budget 2022 Budget Total Budget Total Actuals

Cost Recorded Recorded Recorded Recorded Cost Cost Cost Cost Cost RecordedMarketing, Education & Outreach (ME&O)

TargetedMediaCreative Development & Production 300,000$ 20,576$ 28,555$ 42,137$ 91,267$ 300,000$ 300,000$ 300,000$ 300,000$ 1,744,260$ 91,267$Media Buy 2,700,000$ $ 3,000,000$ 55,398$ 3,055,398$ 3,950,000$ 1,000,000$ 1,000,000$ 3,950,000$ 18,710,796$ 3,055,398$

Statewide MarketingStatewide (DDB) 6,815,500$ $ $ $ $ 6,815,500$ 13,631,000$ $Media Buy 6,987,500$ $ $ $ $ 6,987,500$ 6,987,500$ 6,987,500$ 27,950,000$ $Evaluation 118,250$ $ $ $ $ 118,250$ 118,250$ 118,250$ 473,000$ $Consultant for Alignment of ME&O Campaigns 105,000$ $ $ $ $ 52,500$ 52,500$ 210,000$ $

Bill Comparisons 200,000$ 750$ 28,230$ 3,203$ 32,183$ 200,000$ 200,000$ 2,600,000$ 3,266,617$ 32,183$Default TOU Pilot

Communications Development 982,269$ 388,256$ 11,322$ $ 399,577$ 2,946,190$ 399,577$30/60/90 Communications (DM/EM) 561,611$ 433,042$ 87,901$ 2,458$ 523,401$ 2,907,538$ 523,401$Telephone Outreach 96,962$ 96,962$ $ $ 96,962$ 290,885$ 96,962$New Rate Welcome Kit 461,285$ 36,816$ 66,248$ 14,806$ 117,870$ 807,473$ 117,870$Seasonal Education (Winter/Summer) 498,306$ $ $ 143,017$ 143,017$ 784,340$ 143,017$Bill Protection $ $ $ $ 213,675$ 213,675$ $Text Alerts 74,500$ 294$ 445$ 12,325$ 13,064$ 73,000$ 174,509$ 13,064$Collateral 25,000$ 765$ $ $ 765$ 28,823$ 765$Social Videos 15,000$ $ $ $ $ 15,000$ $

Default TOU60/90 Communications (DM/EM) $ $ $ $ 2,661,000$ 1,827,000$ 4,488,000$ $New Rate Welcome Kit $ $ $ $ 2,095,000$ 2,921,000$ 5,016,000$ $Seasonal Education (Winter/Summer) $ $ $ $ 6,133,000$ 1,206,000$ 7,339,000$ $Bill Protection $ $ $ $ 1,353,000$ 266,000$ 1,619,000$ $Experiential Marketing $ $ $ $ 500,000$ 650,000$ 800,000$ 300,000$ 2,250,000$ $Telephone Outreach $ $ $ $ 733,000$ 1,240,000$ 1,973,000$ $Text Alerts $ $ $ $ 60,000$ 243,000$ 303,000$ $Video Bill $ $ $ $ 198,000$ 395,000$ 593,000$ $Pre Default Social Media $ $ $ $ 270,000$ 270,000$ 540,000$ $Post Default Social Media $ $ $ $ 45,000$ 45,000$ 45,000$ 135,000$ $Social Videos $ $ $ $ 15,000$ 15,000$ 15,000$ 45,000$ $Collateral

Informational Brochures $ $ $ $ 25,000$ 25,000$ 25,000$ 25,000$ 100,000$ $CARE/FERA Outreach $ $ $ $ 300,000$ 300,000$ $

CCA Versioning $ $ $ $ $ $Web Development

Digital Updates 50,000$ 52,705$ 12,923$ 17,098$ 82,726$ 47,412$ 85,000$ 85,000$ 85,000$ 517,863$ 82,726$Rate Selection at Turn On 143,000$ $ $ $ $ 240,000$ 80,000$ $ $ 463,000$ $

Community Based Organizations (CBO) 100,000$ $ $ 4,818$ 4,818$ 200,000$ 200,000$ 200,000$ 200,000$ 909,635$ 4,818$Marketing Automation 200,000$ $ $ $ $ 150,000$ 53,209$ 53,209$ 53,209$ 509,627$ $High Usage Surcharge (Super User) 377,578$ 82,717$ 31,293$ 239,688$ 353,698$ 440,514$ 440,493$ 196,975$ 120,852$ 2,283,808$ 353,698$Bill Redesign* $ 21,758$ $ $ 21,758$ 43,516$ 21,758$SUB TOTAL 20,811,761$ 1,134,639$ 3,266,916$ 534,948$ 4,936,503$ 20,628,351$ 16,268,952$ 26,807,934$ 6,551,061$ 103,582,555$ 4,936,503$

Market ResearchME&O Experience and Tracking Surveys for Default Pilot 350,000$ $ 29,700$ 143,936$ 173,636$ 697,271$ 173,636$Experience Evaluation Research for Default Pilot 50,000$ $ $ $ $ 50,000$ $Communications Development/Message Testing $ $ $ $ 100,000$ 100,000$ $Semi Annual ME&O Tracking Surveys (Spring/Fall) 150,000$ $ $ $ $ 150,000$ 150,000$ 150,000$ 150,000$ 750,000$ $Pulse Surveys/Experience Evaluation Research 50,000$ $ $ $ $ 50,000$ 100,000$ 200,000$ $Bill Protection/Additional Research Costs 0 $ 23,270$ $ 23,270$ 30,000$ 76,540$ 23,270$Bill Redesign* 6,563$ 2,376$ $ 8,939$ 8,939$SUB TOTAL 600,000$ 6,563$ 55,346$ 143,936$ 205,844$ 280,000$ 200,000$ 250,000$ 150,000$ 1,873,811$ 205,844$

AL 3777 E A TOTAL 21,411,761$ 1,141,201$ 3,322,262$ 678,884$ 5,142,347$ 20,908,351$ 16,468,952$ 27,057,934$ 6,701,061$ 105,456,366$ 5,142,347$

A-18

XIV. CONCLUSION SCE continues to collaborate with both TOU Pilot and ME&O Working Groups along

with the ME&O consultants to continue a successful implementation of the Default TOU Pilot. SCE looks forward to continued discussion with the CPUC and parties regarding its full TOU implementation plan detailed in its 2018 Rate Design Window proposal.

Appendix A

# Date Event City

Appendix B

Default TOU Pilot Dashboard 2017-18 Program Goal: Default 400,000 customers to new TOU rates to inform our full rollout strategy in areas including system operability, default TOU rate design, customer retention on TOU rates and load shifting, and to refine customer education tactics. Report Date: 10/1/18

Key Insights Customer Observations Customer Selections

Customer Engagement by Channel

Default Summary

Pilot Status: As of 10/1, 288,051 customers remain on a TOU rate. This is 93% of the customers that were defaulted.

Outreach Activity: • TOU Default Pilot Winter Newsletters mailed on October 2

Customer Engagement:• 28 LPP enrollments of the 26,221 customers that were targeted in the welcome kits to date• Survey 2 being finalized for an October 22 launch. Will remain in the field until November 19• 361 customers enrolled in TOU Text Alerts , 51 Opt outs• Total Escalations from the Call Center to date: 45• 425 Customers went back to tiered in September• 238 customers switched to an optional rate in August

TOU Rates Page Activity Call Volume Pilot Direct # Customer Call Disposition

Current Status

Rate Changes by Channel

Rate Changes by Rate

Customer Disconnections/Arrears

% of Customers Who Experience 1 or more Disconnects/Arrears (last 30 days)

Bill Protection

Note: Customers who defaulted and opted in to the default rates were defined to be on the pilot

All Customers %of Total CARE/FERA Initial Population 399,994 100% 83,601 Closed 14,921 4% 3,057 Ineligible 2,579 1% 324 Opt-Out 48,241 12% 10,842 Optional TOU 25,054 6% 3,878 Opt-in Default 3,402 1% 825 Defaulted 305,797 76% 64,675

Pre-Default Default Benefiter 40,744 34,421 Neutral 270,928 216,116 Non-Ben 68,987 48,877 X-Non-Ben 19,335 9,785 Total 399,994 309,199

Pre-Default Default Cool 219,963 174,180 Moderate 106,764 81,728 Hot 21,834 15,856 Zone 10 51,433 37,435 Total 399,994 309,199

47,000

48,000

49,000

50,000

51,000

52,000

53,000

-

500

1,000

1,500

2,000

2,500

3,000

3,500

Mar

May 7/1

7/15

7/29

8/12

8/26 9/

9

9/23

Calls Cum

-

500

1,000

1,500

2,000

Jan Feb Mar April May June July Aug SeptBill Protection Inquiry Explained TOU Rates High Bill InquiryTOU Opt Out Escalation

-

5,000

10,000

15,000

20,000

Hits Marketing Drops

0.0%

0.2%

0.4%

0.6%

0.8%

1.0%

1.2%

1.4%

TOU-D-4 TOU-D-5 Control

% w/ Disconnects

7.0%

7.5%

8.0%

8.5%

9.0%

9.5%

10.0%

TOU-D-4 TOU-D-5 Control

% in Arrears

0

50

100

150

200

3/4 3/18 4/1 4/15 4/29 5/13 5/27 6/10 6/24 7/8 7/22 8/5 8/19 9/2 9/16 9/30Online CCC

0

200

400

600

800

1000

Domestic TOU-D-4 TOU-D-5 TOU-D-A TOU-D-B TOU-D-TTOU-D-4 TOU-D-5

0

500

1000

1500

2000

$-

$10,000.00

$20,000.00

$30,000.00

$40,000.00

$50,000.00

$60,000.00

$70,000.00

March April May June July Aug Sept

Acco

unts

Ear

ning

Cre

dits

(li

ne)

Aggr

egat

e Cr

edit

Earn

ed

(Col

umns

)

Active BP Paid Closed BP Paid Active # SA Closed # SA

May June July Aug 9/3 9/10 9/17 9/24 10/1Closed 3,147 4,696 6,569 8,044 8,325 8,811 9,073 9,320 9,536 Switch to TOU5 29 32 38 42 43 43 43 44 45 Switch to other TOU 529 636 749 844 861 871 896 928 952 Switch to Tiered 439 619 729 846 870 905 977 1,021 1,068 Remain on TOU4 148,905 147,066 144,964 143,273 142,950 142,419 142,060 141,736 141,448

May June July Aug 9/3 9/10 9/17 9/24 10/1Closed 3,219 4,763 6,609 8,008 8,281 8,811 9,094 9,370 9,594 Switch to TOU4 7 7 9 13 13 13 13 13 13 Switch to other TOU 483 572 671 764 780 801 838 869 894 Switch to Tiered 399 564 649 745 773 801 859 909 950 Remain on TOU5 152,042 150,244 148,212 146,620 146,303 145,724 145,346 144,989 144,699

TOU4

TOU5


STATE OF CALIFORNIA


R.12-06-013

CERTIFICATE OF SERVICE

I hereby certify that, pursuant to the Commission’s Rules of Practice and Procedure, I have this day served a true copy of SOUTHERN CALIFORNIA EDISON COMPANY’S (U 338-E) THIRTEENTH QUARTERLY REPORT ON PROGRESS OF RESIDENTIAL RATE REFORM on all parties identified on the attached service list(s) for R.12-06-013 Service was effected by one or more means indicated below:

Transmitting the copies via e-mail to all parties who have provided an e-mail address. Placing the copies in sealed envelopes and causing such envelopes to be delivered by US

Mail to the offices of the Commissioners(s) or other addresses(s).

ALJ Jeanne McKinney ALJ S. Pat Tsen ALJ Sophia Park CPUC 505 Van Ness Avenue San Francisco, CA 94102

Executed this November 1, 2018, at Rosemead, California.

/s/ Sandra Sedano Sandra Sedano Legal Administrative Assistant SOUTHERN CALIFORNIA EDISON COMPANY

2244 Walnut Grove Avenue Post Office Box 800 Rosemead, California 91770

CPUC Home

CALIFORNIA PUBLIC UTILITIES COMMISSIONService Lists

PROCEEDING: R1206013 - CPUC - OIR TO CONDUC FILER: CPUC LIST NAME: LIST LAST CHANGED: OCTOBER 24, 2018

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Parties

BRAD HEAVNER MARGIE GARDNER CALIFORNIA SOLAR ENERGY INDUSTRIES ASSN. CAL. ENERGY EFFICIENCY INDUSTRY COUNCIL EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000 FOR: CALIFORNIA SOLAR ENERGY INDUSTRIES FOR: CALIFORNIA ENERGY EFFICIENCY ASSOCIATION (CALSEIA) INDUSTRY COUNCIL

MICHAEL CALLAHAN SACHU CONSTANTINE REG. COUNSEL DIR - POLICY MARIN CLEAN ENERGY CENTER FOR SUSTAINABLE ENERGY EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000 FOR: MARIN CLEAN ENERGY (MCE) FOR: CENTER FOR SUSTAINABLE ENERGY

SCOTT BLAISING STEPHANIE C. CHEN BRAUN BLAISING MCLAUGHLIN P.C. THE GREENLINING INSTITUTE EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000 FOR: LOCAL ENERGY AGGREGATION NETWORK FOR: THE GREENLINING INSTITUTE

KEVIN T. FOX CHAIRMAN / PRESIDENT KEYS & FOX LLP LAT. BUS. CHAMBER OF GREATER L.A. 1580 LINCOLN STREET, STE. 880 634 S. SPRING STREET, STE 600 DENVER, CO 80203 LOS ANGELES, CA 90014 FOR: SUNRUN, INC. FOR: LATINO BUSINESS CHAMBER OF GREATER LOS ANGELES

Page 1 of 18CPUC - Service Lists - R1206013

11/1/2018https://ia.cpuc.ca.gov/servicelists/R1206013_80447.htm

DANIEL W. DOUGLASS DANIEL W. DOULGASS ATTORNEY DOUGLASS & LIDDELL DOUGLASS & LIDDELL 4766 PARK GRANADA, STE. 209 4766 PARK GRANADA, SUITE 209 CALABASAS, CA 91302 CALABASAS, CA 91302 FOR: NEST LABS, INC. FOR: WESTERN POWER TRADING FORUM/ALLIANCE FOR RETAIL ENERGY MARKETS/DIRECT ACCESSS CUSTONER COALITION

ROBIN MEIDHOF JANE KRIKORIAN, J.D. SR. ATTORNEY SUPERVISOR - ADMIN AND ADVOCACY SOUTHERN CALIFORNIA EDISON COMPANY UTILITY CONSUMERS' ACTION NETWORK 2244 WALNUT GROVE AVENUE 3405 KENYON STREET, SUITE 401 ROSEMEAD, CA 91770 SAN DIEGO, CA 92110 FOR: SOUTHERN CALIFORNIA EDISON COMPANY FOR: UTILITY CONSUMERS' ACTION NETWORK (UCAN)

MICHAEL SHAMES, ESQ. STEVEN C. NELSON SAN DIEGO CONSUMERS' ACTION NETWORK CHIEF REGULATORY COUNSEL 6975 CAMINO AMERO SAN DIEGO GAS & ELECTRIC COMPANY SAN DIEGO, CA 92111 8330 CENTURY PARK COURT, CP32D FOR: SAN DIEGO CONSUMERS' ACTION NETWORK SAN DIEGO, CA 92123 FOR: SAN DIEGO GAS & ELECTRIC COMPANY (SDG&E)

MARK E. WHITLOCK, JR. CATHY ZHANG EXE. DIR. EXECUTIVE DIRECTOR ECUMENICAL CTR. FOR BLACK CHURCH STUDIES CHINESE AM. INSTITUTE FOR EMPOWERMENT 46 MAXWELL ST 15 SOUTHGATE AVE., STE. 200 IRVINE, CA 92618 DALY CITY, CA 94015 FOR: ECUMENICAL CENTER FOR BLACK CHURCH FOR: CHINESE AMERICAN INSTITUTE FOR STUDIES (JT. PARTY) EMPOWERMENT (JT. PARTY)

FAITH BAUTISTA JOSEPH F. WIEDMAN PRESIDENT / CEO SR. REGULATORY & LEGISLATIVE ANALYST NATIONAL ASIAN AMERICAN COALITION PENINSULA CLEAN ENERGY AUTHORITY 15 SOUTHGATE AVE, STE. 200 400 COUNTY CENTER, SIXTH FL. DALY CITY, CA 94015 REDWOOD CITY, CA 94063 FOR: NATIONAL ASIAN AMERICAN COALITION FOR: PENINSULA CLEAN ENERGY AUTHORITY (PCE)

MARC D JOSEPH ELLISON FOLK ADAMS BROADWELL JOSEPH & CARDOZO, PC ATTORNEY 601 GATEWAY BLVD., STE. 1000 SHUTE, MIHALY & WEINBERGER LLP SOUTH SAN FRANCISCO, CA 94080 396 HAYES STREET FOR: COALITION OF CALIFORNIA UTILITY SAN FRANCISCO, CA 94102 EMPLOYEES (CCUE) FOR: INTERSTATE RENEWABLE ENERGY COUNCIL, INC.

HAYLEY GOODSON SHERYL CARTER STAFF ATTORNEY NATURAL RESOURCES DEFENSE COUNCIL THE UTILITY REFORM NETWORK 111 SUTTTER ST., 20TH FLR. 785 MARKET ST., STE. 1400 SAN FRANCISCO, CA 94104-4540 SAN FRANCISCO, CA 94103 FOR: NATURAL RESOURCES DEFENSE COUNCIL FOR: TURN



3. SHERIFF CHRISTOPHER J. WARNER ATTORNEY ATTORNEY BUCHALTER, A PROFESSIONAL CORPORATION PACIFIC GAS AND ELECTRIC COMPANY 55 SECOND STREET, SUITE 1700 77 BEALE STREET, MC B30A, RM 3145 SAN FRANCISCO, CA 94105 SAN FRANCISCO, CA 94105 FOR: CALIFORNIA LARGE ENERGY CONSUMERS FOR: PACIFIC GAS AND ELECTRIC COMPANY ASSOC./ENERGY PRODUCERS USERS COALITION

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DAN GRIFFITHS JUSTIN WYNNE ATTORNEY ATTORNEY BRAUN BLAISING MCLAUGHLIN & SMITH, P.C. BRAUN BLAISING MCLAUGHLIN & SMITH, P.C. 915 L STREET, SUITE 1480 915 L STREET, SUITE 1480 SACRAMENTO, CA 95814 SACRAMENTO, CA 95814 FOR: CALIFORNIA MUNICIPAL UTILITIES ASSOCIATION (CMUA)

KEVIN WOODRUFF NANCY SARACINO CONSULTANT MANAGING ATTORNEY WOODRUFF EXPERT SERVICES WESTERN ENERGY & WATER 1127 - 11TH STREET, SUITE 514 500 CAPITOL MALL, STE. 2350 SACRAMENTO, CA 95814 SACRAMENTO, CA 95814

REGULATORY CLERK SARAH KOZAL BRAUN BLAISING SMITH WYNNE, PC ATTORNEY 915 L STREET, STE. 1480 WESTERN ENERGY & WATER SACRAMENTO, CA 95814 500 CAPITOL MALL, STE. 2350 SACRAMENTO, CA 95814

STEVEN KELLY RONALD LIEBERT POLICY DIR ATTORNEY AT LAW INDEPENDENT ENERGY PRODUCERS ASSOCIATION ELLISON, SCHNEIDER & HARRIS 1215 K STREET, STE. 900 2600 CAPITOL AVENUE, SUITE 400 SACRAMENTO, CA 95814 SACRAMENTO, CA 95816 FOR: CALIFORNIA MANUFACTURERS & TECHNOLOGY ASSN

LYNN HAUG ANN L. TROWBRIDGE ELLISON, SCHNEIDER & HARRIS L.L.P. ATTORNEY 2600 CAPITOL AVENUE, SUITE 400 DAY CARTER & MURPHY LLP SACRAMENTO, CA 95816-5931 3620 AMERICAN RIVER DR., STE. 205 SACRAMENTO, CA 95864



BOB DODDS CALIFORNIA PACIFIC ELECTRIC COMPANY, LLC 933 ELOISE AVENUE 933 ELOISE AVENUE SOUTH LAKE TAHOE, CA 96150 SOUTH LAKE TAHOE, CA 96150 FOR: CALIFORNIA PACIFIC ELECTRIC COMPANY, LLC

SARA BIRMINGHAM CATHIE ALLEN SOLAR ENERGY INDUSTRIES ASSOCIATION REGULATORY AFFAIRS MGR. 3300 NE 157TH PLACE PACIFICORP PORTLAND, OR 97230 825 NE MULTNOMAH ST., STE 300 PORTLAND, OR 97232

SARAH WALLACE DYLAN KENT SENIOR ATTORNEY IPSOS PACIFICORP 1299-1201 3RD AVE 825 NE MULTNOMAH, STE. 1800 SEATTLE, WA 98101 PORTLAND, OR 97232 FOR: PACIFICORP

JUDI HARRIS NKECHI OGBUE IPSOS MGR - REGULATORY AFFAIRS 1299-1201 3RD AVE ECOBEE, INC. SEATTLE, WA 98101 250 UNIVERSITY AVE. SUITE 400 TORONTO, ON M5H 3E5 CANADA

State Service

BENJAMIN GUTIERREZ JESSICA T. HECHT CALIFORNIA PUBLIC UTILITIES COMMISSION ALJ ORA - ECPCP CALIFORNIA PUBLIC UTILITIES COMMISSION EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000

NOEL OBIORA PATRICK DOHERTY ATTORNEY CALIFORNIA PUBLIC UTILITIES COMMISSION CPUC ENERGY DIV. EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000

PAUL S. PHILLIPS SCOTT MURTISHAW CPUC ENERGY ADVISOR ENERGY DIV CPUC - EXEC DIV EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000

SHANNON O'ROURKE TIM DREW CALIFORNIA PUBLIC UTILITIES COMMISSION CALIFORNIA PUBLIC UTILITIES COMMISSION ENERGY EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000



TORY FRANCISCO WHITNEY RICHARDSON CALIFORNIA PUBLIC UTILITIES COMMISSION CALIFORNIA PUBLIC UTILITIES COMMISSION ENERGY DIVISION - RESIDENTIAL PROGRAMS ENERGY DIVISION - RETAIL RATES EMAIL ONLY EMAIL ONLY EMAIL ONLY, CA 00000 EMAIL ONLY, CA 00000

ZAIDA C. AMAYA AVA N. TRAN CALIFORNIA PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION ENERGY DIVISION - RESIDENTIAL PROGRAMS BROADBAND, POLICY & ANALYSIS BRANCH EMAIL ONLY AREA 4-A EMAIL ONLY, CA 00000 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214

CHARLOTTE CHITADJE CHERIE CHAN CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION ENERGY COST OF SERVICE & NATURAL GAS BRA DEMAND RESPONSE, CUSTOMER GENERATION, AN AREA 3-C AREA 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

CHRISTOPHER HOGAN CODY NAYLOR CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION ELECTRICITY PRICING AND CUSTOMER PROGRAM TRANSPORTATION ENFORCEMENT BRANCH AREA AREA 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

DAVID PECK DEVLA SINGH CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION PRESIDENT PICKER CARRIER OVERSIGHT AND PROGRAMS BRANCH ROOM 4108 ROOM 3-F 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

DEXTER E. KHOURY ERIC DURAN CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION ELECTRICITY PRICING AND CUSTOMER PROGRAM ELECTRICITY PRICING AND CUSTOMER PROGRAM ROOM 4209 ROOM 4011 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214 FOR: ORA

GABRIEL PETLIN JAMES SIMMONS CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION DEMAND RESPONSE, CUSTOMER GENERATION, AN WATER BRANCH AREA 4-A ROOM 4209 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

JAMIE ORMOND JEANNE MCKINNEY CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION PROCUREMENT STRATEGY AND OVERSIGHT BRANC DIVISION OF ADMINISTRATIVE LAW JUDGES AREA ROOM 5112 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214



LEE-WHEI TAN LOUIS M. IRWIN CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION ELECTRICITY PRICING AND CUSTOMER PROGRAM ELECTRICITY PRICING AND CUSTOMER PROGRAM ROOM 4102 ROOM 4209 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

MARNA ANNING MARZIA ZAFAR CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION UTILITY & PAYPHONE ENFORCEMENT BRANCH POLICY & PLANNING DIVISION AREA ROOM 5119 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

MASOUD FOUDEH MATTHEW A. KARLE CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION DEMAND RESPONSE, CUSTOMER GENERATION, AN ELECTRICITY PRICING AND CUSTOMER PROGRAM AREA ROOM 4108 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

MICHELE KITO NATHAN BARCIC CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION PROCUREMENT STRATEGY AND OVERSIGHT BRANC INFRASTRUCTURE PLANNING AND PERMITTING B AREA 4-A AREA 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

NATHAN CHAU NEHA BAZAJ CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION ELECTRICITY PRICING AND CUSTOMER PROGRAM DEMAND RESPONSE, CUSTOMER GENERATION, AN AREA AREA 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

RAJAN MUTIALU ROBERT LEVIN CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION POLICY & PLANNING DIVISION ENERGY DIVISION AREA 4-A AREA 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

S. PAT TSEN SEAN A. SIMON CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION DIVISION OF ADMINISTRATIVE LAW JUDGES COMMISSIONER RECHTSCHAFFEN ROOM 5106 AREA 4-A 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

SOPHIA PARK STEPHEN C. ROSCOW CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION DIVISION OF ADMINISTRATIVE LAW JUDGES DIVISION OF ADMINISTRATIVE LAW JUDGES ROOM 5019 ROOM 5015



505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

STEPHEN ST. MARIE VALERIE KAO CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION POLICY & PLANNING DIVISION DIVISION OF ADMINISTRATIVE LAW JUDGES ROOM 5119 ROOM 5005 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

YULIYA SHMIDT ZHEN ZHANG CALIF PUBLIC UTILITIES COMMISSION CALIF PUBLIC UTILITIES COMMISSION COMMISSIONER RECHTSCHAFFEN DIVISION OF ADMINISTRATIVE LAW JUDGES ROOM 4209 ROOM 5041 505 VAN NESS AVENUE 505 VAN NESS AVENUE SAN FRANCISCO, CA 94102-3214 SAN FRANCISCO, CA 94102-3214

LYNN MARSHALL MATT COLDWELL CONSULTANT CALIFORNIA ENERGY COMMISSION CALIFORNIA ENERGY COMMISSION ELECTRICITY ANALYSIS OFFICE 1516 9TH STREET, MS-20 1516 NINTH STREET, MS-20 SACRAMENTO, CA 95814 SACRAMENTO, CA 95814

PATRICK SAXTON ROBERT RIDGLEY ADVISOR TO COMM. ANDREW MCALLISTER ENERGY COMMISSION SPECIALIST I CALIFORNIA ENERGY COMMISSION CALIFORNIA ENERGY COMMISSION 1516 NINTH ST., MS-37 1516 NINTH STREET, MS-26 SACRAMENTO, CA 95814 SACRAMENTO, CA 95814-5512

TIFFANY MATEO BRIDGET SIEREN-SMITH MECHANICAL ENGINEER CALIF PUBLIC UTILITIES COMMISSION CALIFORNIA ENERGY COMMISSION DEMAND RESPONSE, CUSTOMER GENERATION, AN BLDG & COMPLIANCE OFFICE, EFFICIENCY DIV 180 Promenade Circle, Suite 115 1516 NINTH STREET, MS-26 Sacramento, CA 95834 SACRAMENTO, CA 95814-5512

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