Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

KPIs People & culture Next Steps Appendix

Introduce voice support (i.e. Alexa, Siri, Google) for 2 use cases
through voice channel
Sponsor: PERSON Owner: PERSON Kickoff: 20Q1 Duration: Medium
Hypothesis Potential Solution Activity timeline Status Owners
Develop business case for introducing
support for a handful of use cases on  -
voice platform of choice
§ Next generation voice and digital assistance, such as ENTITY Design solution, including solution
Alexa, Siri, and Google Home, are growing in popularity § Introduce voice support (i.e. Alexa, Siri, requirements and conversational flows  -
§ While these technologies are still in nascent stages, an Google) for 2 use cases through voice
Work with stakeholders (e.g. IT) to
opportunity exists for ENTITY to begin piloting and prototyping channel
develop and build solution  -
with these emerging channels
Measure adoption and conduct benefit
 -

◔ ◕
realization
 Need identified Owner defined
◑ Work initiated Early rollout
● Full rollout

Risks Dependencies Impacts

§ Technology is still early, presenting
some unknowns such as adoption,
security/privacy, long-term relevancy,
etc present additional risk
§ Maintenance of additional channel
introduces operational support risk
§ IT resources required to develop,
rollout, and maintain solution
§ Integration with third parties (e.g.
ENTITY, Google, ENTITY) could be
required to support and rollout
implementation
H Cost (e.g. materials, systems, labor) H Benefits (customers, employees, business)
§ IT resources and systems (some
§ Development of brand and reputation
potentially new) required to develop
§ Potential lift in customer sentiment /
solution
reduction in customer effort score
§ Additional resources required to
§ Potential reduction in customer
design solution and prioritization of
service inquiries
initial use cases

We prioritize digital solutions for our team and our customers

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Auto-enroll customers in text alerts and notifications for outage and

high bills
Sponsor: PERSON Owner: PERSON Kickoff: 19Q3 Duration: Short
Hypothesis Potential Solution Activity timeline Status Owners
Validate scope, feasibility, and impact
of auto-enrollment of notifications  -

§ Customers are increasingly opting for SMS text notifications for § Automatically enroll new and existing Define phased approach and solution
critical alerts such as outages and unusually high bills customer with an eligible cell phone to auto-enrolling customers  -
§ Currently, ENTITY has automatically enrolled customers in number in text alerts for outages
Work with IT to determine batch
outage alerts on email channels, as a result, an additional § Automatically enroll new and existing
enrollment process for notifications  -
opportunity exists to proactively enroll customers in outage customers with eligible email addresses
text alerts, as well as high bill alerts in high-bill alerts Monitor post go-live metrics (e.g.
customer sentiment / inquiries)  -

 Need identified
◔ Owner defined
◑ Work initiated
◕ Early rollout
● Full rollout

Risks Dependencies Impacts

L Cost (e.g. materials, systems, labor) H Benefits (customers, employees, business)
§ Regulatory and data privacy risks with
§ IT resources required to auto-enroll
using customer phone numbers and
eligible customers in outage/high bill § Reduced customer contact given auto-
email addresses § No significant costs required other
alerts enrollment of proactive notifications
§ Potential customer pushback with initial resources required auto-enroll
§ System capabilties to support batch § Increased in customer sentiment /
auto-enrollment of certain customers
enrollment associated customer effort score
notifications

We prioritize digital solutions for our team and our customers

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Introduce text alerts for account changes (e.g. bills reminders &
alerts, field service status)
Sponsor: PERSON Owner: PERSON Kickoff: 20Q2 Duration: Long
Hypothesis Potential Solution Activity timeline Status Owners
Align with ENTITY roadmap on planned
capabilties for alerts  -

§ Customers are increasingly opting for notifications to manage Outline business case for key
§ Provide notifications (through mediums  -
their energy usage and receive up-to-date information on transactions that would support alerts
such as SMS text, mobile, and email) for
account changes and updates
key service transactions such as bill Define full solution and work with
§ A handful of customer contact is related to customers calling in
reminders, field service status, and stakeholders to implement solution  -
to confirm that recent self-service transactions were successful,
other service requests Measure adoption of alerts for initial
as no confirmation notice was ever sent
transactions mapped  -

 Need identified
◔ Owner defined
◑ Work initiated
◕ Early rollout
● Full rollout

Risks Dependencies Impacts

H Cost (e.g. materials, systems, labor) H Benefits (customers, employees, business)

§ IT resources required to support § Systems costs required to

§ Introducing additional capabilties
potential to impact system
performance and latency
implementation and maintenance of development and implementation of § Potential lift in customer sentiment /
alerts notifications customer effort score
§ Multiple systems required for § Technology costs related to delivery of § Reduction in customer contact volume
integration notifications related to self-service transaction
§ Resource time required to develop and confirmations
implement solution

We prioritize digital solutions for our team and our customers

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Improve presence on social media (I.e. Twitter & Facebook)

Sponsor: PERSON Owner: PERSON Kickoff: 19Q2 Duration: Long

Hypothesis Potential Solution Activity timeline Status Owners
Identify improvement areas for
ENTITY’s social media presence ● CI

◕
§ A considerable amount of ENTITY customers use social media § Execute the social media strategy and
channels today VoC refresh that was focused on Define approach and strategy for
CI
improving presence on social media

◔
§ An opportunity exists to improve presence on social media listening and responding on social
through 1) listening, monitoring, and responding to customer platforms, support branding, engaging Executive and implement social media
questions and complaints, 2) promote customer awareness of with influencers, and support selling CI
strategy refresh

◔
ENTITY offerings/services, and 3) build ENTITY’s brand through products and servicing customers by
relevant content and campaigns leveraging social media platforms. Assess performance and results of
CI

◔ ◕
revamped strategy
 Need identified Owner defined
◑ Work initiated Early rollout
● Full rollout

Risks Dependencies Impacts

H Cost (e.g. materials, systems, labor) H Benefits (customers, employees, business)

§ Expansion of another channel for
customer service could prove
challenging to manage
§ Marketing and communication drives
most social media strategy
§ Some technology / IT tools potential
required to support social media
strategy
§ Significant resources required to
monitor, respond, and address
customer inquiry
§ Some system tools likely required to
support engagement on social media
and monitor results
§ Development of brand and reputation
§ Potential lift in customer sentiment /
reduction in customer effort score
§ Adoption of value-add offerings
§ Deeper understanding of customer
sentiment and feedback

We prioritize digital solutions for our team and our customers

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Implement a chatbot-like assistant on the current website to handle

a broader set of questions, integrated with customer accounts
Sponsor: PERSON Owner: PERSON Kickoff: 21Q1 Duration: Medium
Hypothesis Potential Solution Activity timeline Status Owners
Develop business case for introducing
conversational assistant to handle  -
§ Implement a chatbot-like assistant on general FAQs
§ Customers across industries are increasingly preferring more
the current ENTITY website to handle a Design solution, including solution
convenient self-service support and tools
§ Customers are increasingly starting service requests online and
broader set of questions, support requirements and conversational flows  -
customer self-service transactions by
a conversational assistant provides the opportunity to support Work with stakeholders (e.g. IT) to
customers with the service needs, while also deflecting
integrating directly with customer
develop and build solution  -
accounts, and deflect customer calls/live
potential customer contact into the contact center Measure adoption and conduct benefit
chats into the contact center
 -

◔ ◕
realization
 Need identified Owner defined
◑ Work initiated Early rollout
● Full rollout

Risks Dependencies Impacts

§ Conversational technology is still early,
presenting some unknowns such as
adoption, security/privacy, long-term
relevancy, etc
§ Preference for digital assistance varies
across customer base
H Cost (e.g. materials, systems, labor) H Benefits (customers, employees, business)
§ IT resources required to develop, § Potential lift in customer sentiment /
§ Initial IT resources required to
rollout, and maintain solution reduction in customer effort score
integrate solution into ENTITY website,
§ Third-party platform likely needed to § Potential reduction in customer
customer accounts
support initiative service inquiries, as assistant will help
§ Technology costs associated with
deflect calls to more cheaper self-
sourcing and using platform
service transactions

We prioritize digital solutions for our team and our customers

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