Partners for Smart Energy Solutions
© 2011San Diego Gas & Electric Company. All copyright and trademark rights reserved.
Presented by
Caroline Winn Vice President, Customer Services
& Chief Customer Privacy Officer
SDG&E Business Overview
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• 4,100 square miles of service territory in San Diego and southern Orange counties
• Serving 3.5 million electric and gas consumers
• 1.4 million electric meters and 850,000 natural gas meters
• 5,000 employees
SDG&E
SDG&E
© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved. 2
SDG&E’s Vision
SDG&E, in collaboration with key stakeholders, will create
the foundation for an innovative, connected
and sustainable energy future for our customers
SDG&E’s Customer Experience Strategy
Goal is to serve customers as … • A specialist who understands what each customer needs
• The preferred source of energy solutions
• A communicator with the credibility of Consumer Reports • A trusted energy advisor
“We will be a catalyst for innovation and the customer’s choice for trusted energy solutions which enrich our customers’
lifestyles and businesses.”
© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved. 4
SDG&E Roadmap Changing to Meet Customer Needs
Smart Meter
• Giving customers access to their detailed energy information
• Helping customers better understand when they use energy and why it matters
Smart Grid Smart Grid Smart Energy Solutions
Smart Pricing Plans
• Making improvements that modernize our energy system
• Enabling opportunities for renewable energy and storage
• Providing new tools, programs and services to help save money and energy
• Giving more control to customers to manage their energy usage
• Creating more “self serve” and customized options
• Providing customers pricing plan options that best fit their lifestyle or business needs
• Giving customer choices to better manage energy consumption based on when they use it
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Customer Value Proposition Customer-Centric Approach
Offering the right information to the right customers through the
right channels at the right times, we enable customers to adopt
smart energy solutions and make informed energy management decisions
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Customer Information
Solar EVs
• INTEGRATE INFORMATION Create “360 View of Customer” • LEVERAGE DATA Harness customer value from Smart Meters
and update segmentation to deliver targeted smart energy solutions
• CREATE ENERGY ADVISORS Invest in a new model for Call Center to
train and build Trusted Energy Advisors • IMPROVE CUSTOMER EXPERIENCE Be relevant, and engage customers HOW
and WHERE they want to be engaged • IMPROVE PRIVACY & SECURITY
Maintain customer trust through Privacy By Design
7 © 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.
Analytics & Information
Customer Engagement
Pricing Tools
Programs Services
Smart Pricing Plans
Reduce Your Use Rewards
Energy Management
Enabling Technologies
Mobile Apps
Education & Training
Direct Support
Consultation
Financial Assistance
Energy Efficiency & Demand Response
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Giving customers the tools, services, programs and pricing options they need in order to help them better manage their energy needs.
• Consumption data (hourly, electric only)
• Green Button
• Mobile App
• Website Re-Design
• Consumption data (electric & gas)
• Bill Analytics
• Usage goals & alerts
• Energy Analysis (“ways to save”)
• Solar and Carbon Footprint calculator
• San Diego App Contest
• Customer Energy Network (third party enablement)
• Online Chat
• Customer Preference Center
• Rate comparison
• Rate selection
• Event day performance feedback
• Start, Stop, Transfer Service online
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2012
2013
9 © 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.
Customer Offerings
