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Southern California Gas Company’s Utility Specific Training

Presentation to the LIOBJanuary 26, 2010San Jose, CA

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Why is Utility Specific Training Necessary?

"The operational interpretation of policies and procedures incorporated into this LIEE Manual and the associated Weatherization Installation Standards rests with the utilities’ Program Managers".

SCG training covers how these requirements are to be followed.

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SoCalGas Utility Specific Training

• Installation Training• P&P References

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SoCalGas Installation Training

• Utility Specific Forms – Installation crews are responsible for completing five forms

• Utility specific policies – Safety policies and notification processes.

• Contractual Requirements – Timelines, performance goals, documentation requirements.

• HVAC training – ½ day at the contractor’s facility• Inspection – ½ day at the contractor’s facility• NGAT and other technical troubleshooting or

new measure training

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SoCalGas Utility Specific Training

• Outreach & Assessment Training• P&P References

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Class Schedule for Utility Specific Topics

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Utility Specific Interpretation of Customer Outreach & Customer Relations (Section 3)

This section is specific to SCG registration requirements and other contractor standards

• HISR requirements

• Badge Requirements

• Promotion and Advertisement requirements

• Crew Appearance – SCG requirements

• Customer Complaint SCG Processes

• Incident Report SCG Process

• Contractor requirements

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Service Eligibility Specific Requirements (Section 2.3)

Confidentiality requirements and definitions covered in this section are:

• Utility specific definition of an active utility account/meter

• Program specific referrals (Part of our contractual Advertising & Promotion Policies)

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Service Eligibility Specific Requirements (Section 2.3)

SCG provides tools on how to best categorize and report Structure Eligibility utilizing proprietary information:

•Service territory structure definitions (single family home, Multi-family homes & mobile homes)

•Utility Meter definitions (individual, master, sub-meter, commercial)

•Utility specific rate codes (residential, commercial)

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Procedures for Pre-Installation Utility Specific Requirements (Section 4)

In this section SCG utilizes proprietary information to teach the following:

• How to read the Gas Bill• Description of Program Services (as it applies

to single utility such as SCG) • In Pre-Weatherization (Wx) Assessment

deliverables as per SCG safety requirements (what to do when customer has pre-Wx or an Natural Gas Appliance Test fail)

• Data Collection (Assessment form)

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Customer Service Soft Skill

SCG has won several back-to-back customer service

“JD Power and Associates©”

awards for customer service. We provide some of our utility specific requirements in this section. This has awarded us with a 87% customer satisfaction index among our recently served customers.

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Income Qualification Documentation and Definitions (Section 2 Table 2-3)

The kinds of income documentation required by the Program include but are not limited to those presented in Table 2-3 of the P&P)

SCG has incorporated documentation that is specific to our service territory and to the approved income sources. In this section (which can take 1.5 days) we practice on: • reading acceptable income documentation for full

documentation, group homes & categorical eligibility • calculating income for full documentation & group homes • CARE PEV (can only be verified through SCG internal HEAT

system) • Prizm (can only be verified through SCG internal HEAT system) • data collection on forms • signature requirements • income timeline requirements

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Other Contractual or LIEE P&P required topics

• Enrollment timelines (P&P requires expedient service as per section 3.3 which requires us to set timelines)• HEAT timelines - Home Enrollment Application Tracking is our

program computer system we capture all customer information

• Installation timelines• Audit requirements• Processing timelines

• Paperwork processing requirements• Outreach transfer requirements• Forms – OS may fill out up to 5 SCG specific forms• HEAT related items – OS may access HEAT to run Leads,

DMRI (Duplicate Measure Research Inquiry)• Not interested customers• Refresher training for under-performing outreachers, new

income guidelines or new policies

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Other Contractual SCG specific topics

• Enrollment timelines (P&P requires expedient service as per section 3.3 which allows us to set timelines) • HEAT timelines • Installation timelines • Audit requirements • Processing requirements • Outreach transfer requirements • Forms (Agreement, Property Owner's Waiver, Assessment &

HIW) • HEAT related items (Leads, DMRI) • Not interested customers • Refresher training for under-performing outreachers, new

income guidelines or new policies