This document summarizes a webinar on opportunities for customer relationship management (CRM) in the smart grid. The webinar featured a panel of experts discussing topics like the consumer experience with smart meters and pricing programs, opportunities for utilities to provide customers with energy usage information and pricing choices, and challenges and opportunities for CRM in educating customers and protecting privacy as the smart grid develops. The panelists represented utilities, technology companies, and consulting organizations.

2. The Smart Grid and the Customer Experience Brought to you by

5. About the Panelists ESTEBAN KOLSKY – PRINCIPAL AND FOUNDER, THINKJAR - Founder of ThinkJar, an advisory and research think-thank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research, and advisory services. While at Gartner, he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). BOB FRAZIER - DIRECTOR OF TECHNOLOGY, HOUSTON ELECTRIC/CENTERPOINT ENERGY - At CenterPoint, his focus is utility customer systems. In addition to the usual strategic planning and tactical execution of electric supporting systems, Bob has spent the past three years supporting Advance Meter Infrastructure (AMI), and Intelligent Smart Grid pilot projects including regulatory filing and settlement negotiations. CHRIS KING – PRESIDENT, STRATEGIC CONSULTING AND CHIEF REGULATORY OFFICER OF EMETER , a leading provider of Smart Grid Management Software. An internationally recognized expert, author of numerous thought-leading publications, and frequent speaker at industry events, Mr. King founded the Demand Response and Smart Grid Alliance and the European Smart Energy Demand Coalition, and is a Board member of the Department of Energy’s Demand Response Coordinating Committee. ADAM COOPER – MANAGER, ENERGY EFFICIENCY AT THE EDISON FOUNDATION –Developing a compilation of smart meter deployment efforts by investor-owned utilities and large public power agencies, tracking electric utility regulatory frameworks on a state-by-state basis, assessing the potential energy savings from well enforced and increasingly aggressive building codes and appliance standards, and identifying the total energy savings from rate-payer funded electric efficiency programs administered by utilities and third-party administrators. CHRISTINE HERTZOG - MANAGING DIRECTOR OF THE SMART GRID LIBRARY (MODERATOR) – Consultant, author of Smart Grid Dictionary, and a professional explainer focused on Smart Grid technologies and solutions. Her work involves introductions of visible and disruptive products or services to customers, and the use of management and communications strategies and tactics to enable consumer acceptance of change.

10. Study includes 4 “prototype” utilities with varying characteristics. Notes: For utilities East and West , we assume AMR is in place. Customer load shapes vary by utility. Power generation mix varies by utility.

11. In addition to providing operational benefits to the customer and the grid, smart meters enable new energy management options for customers. AMI No benefit or cost Engaged Yes No AMI Operat’l Benefits No PTR (no technology) CPP (no technology) CPP with enhanced PCT PTR with enhanced PCT DLC with M&V EV TOU CPP Yes Once AMI deployed, all customers have access to web portal information. PTR Information only/no change in rate Info via Web portal Info via IHD

21. Advanced Metering and Smart Grid at CenterPoint Energy Robert B. Frazier Advanced Meter Systems Future - Smart Grid

24. See electricity in a whole new light

25. The Texas Electric Market Deregulated since January 2002 il Assets (Grid) Customer Generator Generator Assets (Plant) QSE Retailer Retailer REP TDSP MC Call Center, @ CC Customer Relationship AMI Technical Communication Smart Meter Appliances REP Retail Electric Provider QSE Qualified Scheduling Entity TDSP Transmission & Distribution Service Provider CC : Customer Communication MC : Market Communication AMI : Advanced Metering Infrastructure ERCOT Contracts Electricity Flow Retail Electric Provider Solar Energy P

26. Outbound Outage Communication - Proposed Smart Meter Cell Relay Radio “take out points” IG Distr Sensor Radio Freq Radio Freq Radio Freq Fiber or Microwave DCE Systems Grid Sensing Analysis Outage Analysis CIS, TMH, Crit Load Mobile Data Work Mangt Sys PONs, PRNs, Tamper Outbound Outage Communication Cell text, Twitter & Facebook Smart Meter Texas Sends emails and SMS to registered ESIID owners who have requested notification Voice Response Unit Tells callers we are aware of their outage, fix scheduled and any other associated information Outage Tracker Graphical allows user to enter address and see outage status as well as neighbors and grid Customer Interaction Center (CNP) Web registration ties to gas account and electric ESIID for outage notification via phone, email and text Social Comm Types Set up CNP accounts on these sites. Encourage customers to link for important messages. (non-specific one-way) General Storm Information . Not ESIID specific. Outbound only RB Frazier v 5 Retail Electric Providers Web Sites Phone apps Distribution Mangt Sys DMS Specific ESIIDs with outage or power restore notification to the market Customers REPs

28. Thank you for allowing me to share the CenterPoint Energy Smart Grid story CenterPoint Energy Technology Center QUESTIONS?

29. CUSTOMER MODIFIED METER INSTALLS

30. Worse Situation

31. Smart Meters: the Consumer Experience Applications and Use Cases Copyright © 2011 eMeter Corp. All rights reserved.

33. Do consumers want information and pricing choices? Slide Source: PSE, Accenture Power Perceptions, Genesis Copyright © 2011 eMeter Corp. All rights reserved.

36. Washington DC Smart Grid Pilot Survey Slide Source: Smart Meter Pilot Program, Inc. Copyright © 2011 eMeter Corp. All rights reserved.

37. Information Feedback Results Slide Results from 42 programs of different mechanisms, including in-home displays, websites, bill inserts, and mailed reports. Source: eMeter Strategic Consulting Copyright © 2011 eMeter Corp. All rights reserved. Direct Feedback Programs Indirect Feedback Programs Total Programs Savings 3 3 20% 1 1 20% of peak, weekdays 2 1 3 15-19%, Mon-Sat 8 6 14 10-14% 11 3 14 5-9% 4 3 7 0-4% Weighted average savings 9.4%

40. Pricing Program Results Slide Weighted average reduction of 14.3% in 70 programs. Source: Brattle Group Copyright © 2011 eMeter Corp. All rights reserved.

41. Parsing the results Slide Source: UtiliPoint, Inc. Significant peak load reductions occur even for different usage and income levels, appliance holdings and housing ownership. Copyright © 2011 eMeter Corp. All rights reserved.

42. Enabling Technology: OpenADE & HAN Interfaces Slide HAN Radio HAN Device Smart Meter Communications Network AMI Radio Utility Data Center Communication Network Head End Smart Network Application Platform Meter Data Mgmt Utility Billing & CIS Open ADE Internet Authorized Third Party Open ADE Energy Information Application Internet Next day data Real-time data Utility Web Site Copyright © 2011 eMeter Corp. All rights reserved.