SoCalGas Energy Savings Assistance Program Overview
SoCalGas Energy Savings Assistance program aims to treat homes in Southern California, with significant progress made in recent years. The program focuses on achieving energy savings goals, with intensified efforts in designated areas. Positive developments include paperless invoicing and mobile pilot programs. Future plans involve implementing new measures and enhancing energy education.
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SoCalGas ESA Program Number of Homes Treated and Program Expenditures Homes Treated % of Goal % of Year Goal Expenditures Authorized 2016 Year End* 41.37% $58,777,190 45.00% 69,812 136,826 2015 Year-End 59.00% $74,817,588 57.00% 80,316 136,836 2014 Year-End 67.94% $93,781,355 71.00% 92,967 136,836 Note: *2016 YE data is preliminary and reflects budget amount pursuant to D.16-11-022. Pursuant to D.15-12-024 and D16-06-018, budgets have been updated to reflect a Jan 2016 - Dec 2016 full year budget, which was based of the Phase II Decision authorized 2014 budget amounts per D.14-08-030 for 2014 & 2015. 1
SoCalGas ESA Program 2016 Year-End Expenditures and Unspent Funds Amount Authorized 2016 2 Total Unspent Funds Through 2015 3 Expenses 2016 1 Unspent Funds in 2016 Total Unspent Funds Through 2016 $72.2M $167.3M $239.5M $58.8M $131.0M 1 2016 data are preliminary actuals and final numbers will be reflected in 2016 Annual Report. 2 2016 authorized budget pursuant to D.16-11-022. 3 Total unspent 2012-2015, net of $3.0 million carry back to 2011 from 2012 funds. 2
SoCalGas ESA Intensified Efforts for Aliso Canyon Emergency SoCalGas conducted an effort to intensify its ESA Program delivery in a designated area comprising the Los Angeles Basin, Ventura County, and Orange County. SoCalGas utilized its contractor network to conduct targeted outreach to enroll customers for purposes of achieving near-term energy savings. Over 100,000 mailings were deployed over the summer including: 60K joint letters with SCE that were targeted in designated area. 40K customer letters with coordinated canvassing lists provided to ESA program contractors and more than 5,700 letters targeted to high energy users. Following the issuance of D.16-04-040, a total of 37,095 homes were treated within the designated area. These homes received measures providing total first-year energy savings of 440,793 therms. Among these homes, 18,181 were enrolled under rules suspensions authorized in D.16-04-040, accounting for 206,112 therms. Average energy use reduction was 3.5% for homes treated under suspended rules, exceeding the Commission s target 3.0%. 3 * Preliminary figures
SoCalGas ESA Program Positive Program Developments Areas Requiring Improvement Good News Paperless invoicing successfully rolled-out ESA Mobile pilot in progress 3MM and Go-Back Rules eliminated effective February 1, 2017 Contractors ramping up to meet Program demand Refining household treatment prioritization 4
SoCalGas ESA Program PY 17 Goals, Plans, Progress PY 17 Goals Plans Progress Implemented go-back and 3MM rules changes on February 1. Design and implementation of new Decision program elements including MF enhancements and enhanced energy education File conforming advice letter by March 31. Implementation of document scanning and mobile enrollment by all ESA contractors Implement newly approved measures including thermostatic tub spout and HE Furnaces by the second quarter 5
SoCalGas CARE Program CARE Enrollment, Penetration and Expenditures Estimated Eligible Customers Customers Enrolled Penetration Rate % of Year Expenditures Discounts Authorized 2016 Year End 1,911,495 82.16% $113,966,722 77.00% $107,303,947 1,570,566 2015 Year-End 1,899,820 81.95% $109,296,227 74.00% $102,281,402 1,556,906 2014 Year-End 1,898,302 82.60% $117,510,411 80.00% $109,488,808 1,568,011 Note: *2016 YE data is preliminary and reflects budget amount pursuant to D.16-11-022. Pursuant to D.15-12-024 and D16-06-018, budgets have been updated to reflect a Jan 2016 - Dec 2016 full year budget, which was based of the Phase II Decision authorized 2014 budget amounts per D.14-08-030 for 2014 & 2015. 6
SoCalGas CARE Program Positive Program Developments Areas Requiring Improvement Good News System changes for CSR enrollments in progress Transferred CARE discount to over 800 tenants who converted from sub- meters to individual meters CARE penetration was at 82% as of Dec 2016 Improve OBD customer communication success rate; current low success rate due to inability to call cellular devices, inability to leave voice messages, customer hang ups, etc. D.16-11-022 Continued best practices for CARE customer retention Attrition rate decrease in 2016 Web-based content management of CARE documents Enrollment via: Mail, IVR, web, FAX, CARE Dept. Data sharing and internal leveraging with GAF, LIHEAP, SCG ESAP, and SCE CARE Programs OBD reminder to customers mailed a recertification or verification letter 7
SoCalGas CARE Program PY 17 Goals, Plans, Progress PY 17 Goals Plans Progress Implementation of automatic second PEV request procedure for customers who did not respond to initial request CSR CARE enrollments estimated to add 100,000 net enrollments Develop mobile- friendly CARE application process Add CARE Self-cert, Recertification and Post Enrollment Verification submittal and/or approval functions to MyAccount Improve CARE penetration rate D.16-11-022 Implementations Operational excellence and reliable system enhancements 8
CHANGES Program Directives D.12-12-011, OP 9: Utilities shall gather, prepare, and report (on a monthly basis) a set of data plus the 1-800 number usage information, and submit them as part of each utility s regular monthly report, as ordered in D.12-08-044. D.15-12-047, OP 16: Utilities shall not report CHANGES program activities in the CARE Program monthly report once the CHANGES Program is no longer funded through the CARE Program, but shall report on CHANGES activities and trends raised in issues faced by CHANGES clients at least two times per year during reports at the California Public Utilities Low-Income Oversight Board (LIOB) meetings. D.15-12-047, OP 29: The CHANGES contractor and CSID shall report to the LIOB two times per year at LIOB meetings to highlight issues and trends identified through CHANGES. The CHANGES and CSID contractor shall report at least once annually to the Commission at a Commission Voting Meeting on CHANGES work including issues and trends identified through CHANGES, and make recommendations about potential actions for Commission consideration through proceedings, or other means, and about best practices recommended for utility consideration. 9
2016 SoCalGas CHANGES Program1 Update Service Provided - Need Assistance(235 cases) Set Up Payment Plan Set Up Payment Extension Reported Safety Problem Set Up New Account Set Up 3rd party Notification REACH Application Assistance Enrolled in Neighbor to Neighbor (SDG&E) Energy Savings Assistance Program Medical Baseline Application Assistance HEAP/LIHEAP Application Assistance Enrolled in Gas Assistance Fund (SCG) Enrolled in Demand Response Programs Assistance Fund (PGE) Enrolled in Energy Assistance Fund (SCE) Energy Alerts (PGE) Consumer Education Only Billing Language Changed Assisted with Reconnection Assisted High Energy User with Energy Efficiency Tool Assist with Changes to Account Added Level Pay Plan 0 10 20 30 40 50 60 70 80 90 1 CHANGES CBOs in SoCalGas s service area served 30 languages: American Sign Language (ASL), Albanian, Arabic, Armenian, Bembe, Burmese, Cambodian, Cantonese, Chaldean, Dari, English, Farsi, French, German, Hmong, Japanese, Karen, Khmer, Korean, Laotian, Mandarin, Ngam, Portuguese, Russian, Somali, Spanish, Swahili, Tagalog, Tamil, and Vietnamese. Data Source: California Public Utilities Commission, CHANGES Monthly Report, May 2016 and December 2016. 10
2016 SoCalGas CHANGES Program1 Update Set Up Payment Plan Actions Taken Dispute Resolutions ( 12 Cases) Scheduled Energy Audit Bill Adjustment Energy Assist. Program App Assist. Consumer education only Add level Pay Plan 0 1 2 3 4 5 6 7 8 Gas Aggregation Consumer Education Workshops SCE & SoCalGas(12,038 attendees) High Energy Use Avoiding Disconnection CARE/FERA and Other Programs Energy Conservation Level Pay Plan Safety Under-standing Your Bill 0 1000 2000 3000 4000 1 CHANGES CBOs in SoCalGas s service area served 30 languages: American Sign Language (ASL), Albanian, Arabic, Armenian, Bembe, Burmese, Cambodian, Cantonese, Chaldean, Dari, English, Farsi, French, German, Hmong, Japanese, Karen, Khmer, Korean, Laotian, Mandarin, Ngam, Portuguese, Russian, Somali, Spanish, Swahili, Tagalog, Tamil, and Vietnamese. Data Source: California Public Utilities Commission, CHANGES Monthly Report, May 2016 and December 2016. 11
SoCalGas Marketing & Outreach Positive Program Developments Areas Requiring Improvement Attention to evolving customer communication channels; e.g. grocery receipts and text messaging. Good News SCG is working with LA County Department of Public Social Services CalFresh Coordinators to organize a training session for over 150 CalFresh Eligibility Worker to take place at the ERC in Mid to late April. Objective: to raise CARE awareness on categorical enrollments. Annual Event, 2nd year CSUN VITA Program Development. Close to 2000 VITA recipients since Mid- February received CARE applications through the VITA program Low-Income and Seniors ESAP Communications updated on 2017 rules suspension enhancements. 12
SoCalGas Marketing & Outreach VITA and SoCalGas SoCalGas is currently working with CSUN VITA Clinic, a cost-free income tax assistance service to low-income residing in the San Fernando Valley and beyond. The CSUN VITA Clinic has been serving the public since 1970. 13
Native American Tribal Entities in SoCalGas Service Area Tribal Map from: http://www.courts.ca.gov/3066.htm 14
Low Income Oversight Board (LIOB) Directives D.16-11-022 Report number of visits that are "first touch" versus go-backs (pg. 69) The IOUs shall report quarterly to the LIOB on Multi-Family common area measure participation, program spending, and provide an analysis of treatment results including, but not limited, to energy and water/energy nexus savings (pg. 194) Report the progress of deploying the ESA Program to multi-family buildings, and recommendations for program adjustments to accomplish the objectives of the ESA statute, this Decision, and this Commission (pg. 209). Report tribal consultations and updates to the willingness to participate factor (pg. 280). IOUS should track costs from My Energy/My Account upgrades in a separate subaccount, to identify all of the programs or initiatives that will be able to benefit from them, and to coordinate with the relevant proceedings so that the relevant costs can be considered in those proceedings cost-effectiveness decision-making. The IOUs should report findings to the LIOB (pg. 320). Report fund shifting in the same manner in the 2012-2014 budget cycle in the new budget cycle. Quarterly reports to the LIOB should identify primary drivers for underspending and make recommendations to achieve program objectives (pg. 360-362). 15
SoCalGas Utility Contacts ESA Program Mark Aguirre, Program Manager MAguirre2@semprautilities.com CARE Program Octavio Verduzco, Program Manager OVerduzco@semprautilities.com Marketing & Outreach Regina Lugani, Program Manager RLugani@semprautilities.com Regulatory Policy & Reporting Erin Palermo, Manager EPalermo@semprautilities.com 16
