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SCE Disconnect Moratorium Results. Presentation to LIOB January 26, 2010. Topics. SCE Terminations of Residential Service Outreach Results Disconnect Moratorium Results Key Initiatives. SCE Terminations of Residential Service in 2009.

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sce disconnect moratorium results

SCE Disconnect Moratorium Results

Presentation to LIOB

January 26, 2010

topics
Topics
  • SCE Terminations of Residential Service
  • Outreach Results
  • Disconnect Moratorium Results
  • Key Initiatives
sce terminations of residential service in 2009
SCE Terminations of Residential Service in 2009

Footnote: SCE has modified its reestablishment of credit deposit fee to be based on two times the average monthly bill. SCE does not require re-establishment of credit deposits from customers who pay their bill late; however, SCE does require a deposit from customers whose service has been disconnected. SCE modified its reconnection policy at the end of 2008 and will restore service to customers following disconnection without payment of the deposit. SCE bills the required deposit and offers customers extensions and payment arrangements. The average percentage of DCARE customers reconnected and requested to pay a deposit was 64%, while Non-DCARE was 75%.

sce outreach results
SCE Outreach Results

2009 YE compared to 2008 YE

2009 YE compared to 2008 YE

  • 10% decrease in Non-CARE customer disconnections (as a percent of population)
  • 5% decrease in overall (total) residential disconnections
  • 3% increase in CARE customer disconnections (as a percent of population)
  • 12% increase in CARE customer population
  • 4% decrease in Non-CARE customer population
  • 18% increase in CARE customer bill payment assistance
  • 10% increase in Non-CARE customers granted bill payment assistance
disconnect moratorium results
Disconnect Moratorium Results
  • December 15, 2009 through January 21, 2010
  • During the disconnection moratorium SCE tested new measures to help reduce disconnections:
    • Suspended mailing Final Call notices to at risk customers during disconnect moratorium
    • Enhanced VRU outbound calls to encourage customers to call for payment assistance
    • Customer representatives attempted to make direct contact with at risk residential customers
    • Increased outreach: press releases, notices to CBOs and FBOs, social media, bill messages, and banner ads on sce.com.
  • December 2009 compared to December 2008:
  • Results suggests:
      • Overall, increased outreach resulted in 25,000 more payment arrangements and extensions in the month of December 2009 (199,000) compared to December 2008 (174,000)
      • Customers respond to final call notices which prompt payment or contact with SCE for payment arrangements

Moratorium

Standard Practice

2010 key initiatives
2010 Key Initiatives
  • Near Term:
      • Increase customer contact and elevate customer awareness through existing communication channels:
          • Bill messaging
          • SCE.com website
          • E-notification enhancement / online billing
          • SCE.com “My Account” at sign-in screen
          • Distribute Resource Guide to APAs, community outreach events, and other assistance agencies
          • Continue education about the use of SCEs APA when in jeopardy of disconnection
      • Modify deposit requirement from twice the maximum monthly bill to twice the average monthly bill
      • Increase minimum disconnect threshold to $50
      • Enhance VRU scripting to include request for at risk customers to contact SCE for bill payment assistance
  • Long Term:
      • Comprehensive review of all customer communications, including collection notices, to identify areas of improvement
      • Conduct further in depth analysis of customer focus group data to examine possibilities of customer suggested options
sce works aggressively to increase customers awareness of economic assistance programs
SCE Works Aggressively to Increase Customers’ Awareness of Economic Assistance Programs
  • Conduct outreach events at schools and churches
  • Conduct outreach events
  • Target Ethnic communities
  • Community involvement and outreach
  • CARE Capitation Agencies
  • Corporate grant recipients targeting underserved populations
  • Employee Information
  • Handouts/flyers
  • Employee website
  • Retail
  • City/Government
  • Energy Leaders Program
  • SCE.com
  • Email solicitations
  • Online advertising
  • Social Media
  • Bill messages
  • Direct Mail
  • Events
  • Handouts/flyers
  • Advertising
  • Media Relations
  • Ethnic Media
  • Retail Advertising
sce s message to customers at all levels contact us and we will work with you
SCE’s Message to Customers at All Levels: “Contact us and we will work with you!”

METHOD OF

COMMUNICATION

SOLUTIONS

MESSAGE

All Customers

High Bill Helper/

Energy Mgmt

CARE/FERA

Payment Arrangements

Integrated outreach effort through traditional and

non-traditional

vehicles

Smart energy management will decrease your bill, and

if you or someone you know are having trouble paying your bill, we can help.

Broad

High Bill Helper/

Energy Mgmt

CARE/FERA/LIEE

Payment Arrangements

Energy Assistance Fund

2-1-1 Assistance

Prominent message

on bill

If you are having difficulty paying your bill, contact SCE today to make payment arrangements and for economic assistance.

Past-Due Bills

Disconnect Process

Three attempts to contact customer:

-Outbound call

-Mailed notification

-Courtesy call

You can avoid costly fees associated with disconnection; there is still time to make payment arrangements and sign up for economic assistance.

Targeted

customer outreach ethnic media
Asian Consumer Market

Korean Daily

KWRM AM 1370 Chinese

Siam Media – Thai

Taiwan Daily News – Chinese

Taiwan Daily News Online

Korea Times

Korea Times Online

Chinese Daily News

Chinese Daily News Online

Viet Bao Daily News

Viet Bao Daily News Online

Viet Herald Daily News

Radio Seoul 1650 AM – Korean

Daily Sports Seoul – Korean

Daily Sports Seoul Online

Epoch Times Online – Chinese

Asian Journal – Filipino

Asian Journal – Online

Balita Media – Filipino

Balita Media Online

California Examiner – Filipino

Viet Weekly – Vietnamese

Korean Sunday News

India Journal

India Journal Online

India West

Javanan International Persian

Pakistan Link

Pakistan Link Online

Saigon Times – Vietnamese

India Post Online

The Twon News – Korean

Angkor Borei News - Cambodian

Customer Outreach: Ethnic Media

12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills”

Hispanic Consumer Market

  • La Opinion
  • La opinion Online
  • KMEX TV Univision 34 “A Su Lado” Telethon
  • KPMR-TV Univision 38
  • El Clasificado
  • El Clasificado Online

African American Consumer Market

  • Black Voice News
  • Blackvoicenews.com
  • Inland Valley News
  • San Bernardino American
  • Sbamerican.com
customer outreach general market media
Everything Long Beach

TD Ameritrade

FOX Business News

Pasadena Star News, San Gabriel Valley Tribune

Los Angeles Times

MSN Money

San Bernardino Sun

KPCC

KNX

KVEA Santa Barbara

Riverside Press-Enterprise

Research & Policy Institute of CA

United Way of Orange County

United Way of Norco-Corona

Customer Outreach: General Market Media

12.31.09: “Edison International and Employees Donate More Than $700,000 to Help Customers Pay Electric Bills”

  • San Gabriel Valley Tribune
  • Everything Long Beach
  • Desert Sun

12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills

customer outreach twitter
Customer Outreach: Twitter

Re-Tweets

Original Tweet

2010 initiatives to increase customer contacts
2010 Initiatives to Increase Customer Contacts

Partnerships

  • Schools
  • Legislative Offices
  • Faith Based Organizations
  • Grass-Roots Organizations
  • Retail Store Integration (Best Buy/Sears)

SCE Solutions

  • Whole Neighborhood Approach
  • Targeted E-blasts
  • SCE on Social Media Networks
  • Online Enrollment and Payment Arrangements/Extensions
  • Energy Walks
2010 initiatives to improve customer communication strategies
2010 Initiatives to Improve Customer Communication Strategies

Partnerships

  • Consumer Advisory Panel
  • APA Expanded Services
  • SoCalGas CARE Data Sharing
  • Foreclosure Clinics
  • Corporate Grant Recipients and other Community Based Organizations

SCE Solutions

  • Establishing a Preferred Method of Contact
  • In-Bound and Out-Bound Calls
2010 initiatives to provide customers relevant information
2010 Initiatives to Provide Customers Relevant Information

Partnerships

  • Media Relations & External Stakeholders

SCE Expanded Communications

  • Providing More Information in Welcome Brochure
  • CARE Line-Item on Bill

SCE Solutions

  • Expanding Online User Experience
  • IVR Messaging to Targeted Customers
  • IVR Messaging to CARE Customers
2010 initiatives to expand payment policies to assist customers in need
2010 Initiatives to Expand Payment Policies to Assist Customers in Need

SCE Expanded Communications

  • Improved Information in Late Payment Notices
  • Improved Communication of Payment Plans

SCE Solutions

  • Reduced Deposit Amounts
  • Flexible Payment Options
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