Smart Grid/Smart Meter Overview

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SDG&E’s transformation

to meet the growing needs of customers

© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.

SDG&E Business Overview

• Serving 3.5 million electric and gas consumers

• 1.4 million electric and 850,000 natural gas meters

• Over 99% smart meters installed

• Over 39% paperless billing and 60% self-service payments

• 5,000 employees

© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved. 2

Los Angeles

San Diego

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SDG&E’s Guiding Principles

Be Proactive Anticipate stakeholder needs and develop solutions to meet those needs.

Be Collaborative Work with stakeholders to design and improve the customer experience, products and services.

Work Toward Mutually Beneficial Outcomes

Continually seek and incorporate feedback from all stakeholders.

Be Responsive Respond promptly and transparently to all inquiries.

Be Nimble Expect and accommodate continual process and communication improvements.

• $572MM Capital/O&M approved by CPUC April 2007

• Install 1.4 million smart/AMI electric Itron OpenWay meters for all customers

– Solid-state electric meter technology with ZigBee Chip

• 2-way communications - 4 Channels

– Electric interval data reads

• Residential: hourly, Commercial/Industrial: 15-minutes

– Remote disconnect/connect integrated within 200 amp meter

• Programmable load limiting switch

– On demand reads, demand reset

• Adding module to existing 865,000 gas meters

– Daily gas reads, ZigBee; talks via electric meters

Smart Meter Program Overview

• Current Status

– February 2009 - 5K Test Completion

– March 2009 – Start of Mass Deployment

• Installed 50K electric meters and gas modules

– September 2009 – Ramp-up to full production begins

– September 16, 2012 – Approximately 2,252,000 (~99% complete)

• 1,386,000 electric meters

• 866,000 gas modules

– Remaining – 24,500 (22K electric / 2.5K gas)

• Claims/Complaints

– 3,712 = 0.16%

• 2,546 resulted in a customer claim (1,242 claims paid)

Mass Deployment and Installation

The Installation Experience

• Communicating Before and During Installation

– 60-90 Days: Meet with elected officials and community leaders

– 30-60 Days: Participate in community events

– 30 Days: Mail customer notification letter

– 3 Days: Outbound dialer notification began May 2010

– Day of: Personal contact (installer and SDG&E as needed) and door hanger

– Within 2 weeks after install: Personal follow-up by SDG&E with a sample of customers to answer questions and offer information on programs and services

• Collaborating with Other Stakeholders

– Local and national media

– Community organizations and local leaders, and industry collaboration

– Technical Advisory Panel with regulators, state commissions 6

The Installation Experience

•Proactive with media channels including community publications and newsletters

•Transparent about program issues

•Goal was to achieve a positive to neutral story for the media

Green Partner Program

• Program developed to expand the reach of community education further into our service territory to community based organizations and minority communities.

• Smart Meter program provided resources to reach out to educate their members, volunteers, and other stakeholders on Smart Meter technology and energy-efficiency programs.

• This program integrated SDG&E programs and services into their existing education efforts.

• Energy Topics included: – Smart Meter deployment and technology and customer

offerings – Tiered Rate Structure – Changes in customer billing format – SDG&E’s overarching sustainability and energy-efficiency

programs – Introduction to Dynamic Pricing and Critical Peak Pricing

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Enhanced

Energy Management functionality

Snapshot of your

Energy Information

Tools for

Detailed Analysis

One-stop shop to build a customized

Energy Plan

Energy Management Tool Connecting customers to energy information

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Personalized Energy Report Connecting customers to energy information

Pilot Program

20,000 residential customers Monthly paper report Customer Engagement

Usage Comparison Personalized Tips

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Energy Usage Data Connecting customers to energy information

Download your

Energy Usage Data

Share with third parties for

Evaluation & Analysis

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Online Services Connecting customers to self service

Gas & Electric Service • Start • Stop • Transfer

Mover Services • Phone • Cable • Internet • Security

Gas Safety • Pilot relights • Appliance check

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Mobile Solutions Connecting customers to “APP-licable” information

Access from Smart Phone

Bill Highlights

Mobile App

Cost Calculator Bill Pay

Payment Locator Outage Map

Connecting customers to fun ways they can save!

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Social Gaming

© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.

Multi-channel engagement

Energy Efficiency &

Conservation

© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.

New Programs Connecting customers to rewards

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Reduce Your Use Promoting Education

My Account My Energy Tool

Activating Participation

My Energy Use/Survey Event Notifications

Engaging with Rewards

Conserve & earn rewards My Energy Tool

Tools

16 © 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.

Customer Offerings Snapshot of up-and-coming solutions

Tools

Pricing Plan Comparison

Goals & Alerts

Services On-line Chat

Customer Preference Center Appointment Scheduling

Pricing

Smart Plans

Green Plans