Customer Assistance Customer Assistance ProgramsPrograms

Discussion GroupDiscussion Group

Presented By: Ed Bodie, Manager of Retail Presented By: Ed Bodie, Manager of Retail ServicesServices November 6, 2006November 6, 2006

Santee Cooper FactsSantee Cooper Facts

State Owned Electric and Water UtilityState Owned Electric and Water Utility 38 Industrial Customers38 Industrial Customers 20 Electric Cooperatives Statewide20 Electric Cooperatives Statewide 155,000 Direct Serve Retail Customers155,000 Direct Serve Retail Customers 8 District Offices8 District Offices Call CenterCall Center IVRIVR Internet PresenceInternet Presence

Santee Cooper RetailSantee Cooper Retail

125,989 Residential Customers125,989 Residential Customers 28,152 Commercial Customers28,152 Commercial Customers 75% Growth in Retail Customers since 199075% Growth in Retail Customers since 1990

23%23%

Of Our Customers Receive Late Notices/PenaltiesOf Our Customers Receive Late Notices/Penalties

Credit and Collection Credit and Collection PoliciesPolicies Mail Late Notice – 22 DaysMail Late Notice – 22 Days Start Collection Action – 28 to 30 DaysStart Collection Action – 28 to 30 Days New Bill – 30 DaysNew Bill – 30 Days Accept Payment Arrangements – Automated Accept Payment Arrangements – Automated

or In Personor In Person Field Visit – Door HangerField Visit – Door Hanger Field Visit – Collection or Cut OutField Visit – Collection or Cut Out Will Accept Credit Card PaymentWill Accept Credit Card Payment

Temperature GuidelinesTemperature Guidelines32 degrees or Heat Index below 95 degrees32 degrees or Heat Index below 95 degrees

Helping Hand AgenciesHelping Hand Agencies Associated CharitiesAssociated Charities Berkeley Dorchester Economic Development Corporation Berkeley Dorchester Economic Development Corporation

- LIHEAP- LIHEAP Catholic Assistance ProgramCatholic Assistance Program Christian Mission OutreachChristian Mission Outreach Churches Assisting PeopleChurches Assisting People Department of Social Services – Conway and GeorgetownDepartment of Social Services – Conway and Georgetown Helping Hands – Georgetown, Myrtle Beach, North Strand Helping Hands – Georgetown, Myrtle Beach, North Strand

and South Strandand South Strand Salvation Army – Conway, Georgetown and Moncks Salvation Army – Conway, Georgetown and Moncks

CornerCorner Trident United WayTrident United Way Waccamaw Economic Opportunity Council, Inc. – Conway Waccamaw Economic Opportunity Council, Inc. – Conway

and Georgetown - LIHEAPand Georgetown - LIHEAP Waccamaw Mental HealthWaccamaw Mental Health

Tragedy in GreenvilleTragedy in Greenville

December 21, 2004December 21, 2004

Headlining news - An elderly Headlining news - An elderly

Greenville woman was found dead Greenville woman was found dead

in her home and authorities say she in her home and authorities say she

died from exposure to the cold. Adied from exposure to the cold. A

police report said power had been police report said power had been

turned off since December 6turned off since December 6thth. A . A

Duke Power spokesman said her Duke Power spokesman said her

power was disconnected for power was disconnected for

nonpayment.nonpayment.

Special Needs RegistrationSpecial Needs Registration

Required by State StatuteRequired by State Statute Medical Verification RequiredMedical Verification Required Special Cut Out ProceduresSpecial Cut Out Procedures Advertise Program Twice AnnuallyAdvertise Program Twice Annually State Social Services InvolvementState Social Services Involvement Registered Letter/Return ReceiptRegistered Letter/Return Receipt

Third Party NotificationThird Party Notification

Consider Due To State StatuteConsider Due To State Statute

Allows For Third Party Allows For Third Party Notification Before Cut OutNotification Before Cut Out

Difficult To MaintainDifficult To Maintain

Other ProgramsOther Programs

Budget BillingBudget Billing High Bill ComplaintsHigh Bill Complaints

– District Office Energy Efficient District Office Energy Efficient RepresentativesRepresentatives

– Meter Re-ReadsMeter Re-Reads Low Interest Loan ProgramLow Interest Loan Program Lower Rates for Energy EfficientLower Rates for Energy Efficient Energy EducationEnergy Education

Other Programs Other Programs continued…continued…

Low Income WeatherizationLow Income Weatherization– Identified Through Local AgenciesIdentified Through Local Agencies– Energy Efficient UpgradesEnergy Efficient Upgrades– Heat PumpsHeat Pumps– Duct SealingDuct Sealing– Windows/InsulationWindows/Insulation– TestingTesting

Blower Door and Duct Blaster testsBlower Door and Duct Blaster tests

Questions?Questions?

DiscussionDiscussion

Collection Policies/ActionsCollection Policies/Actions Special Needs Policies/ActionsSpecial Needs Policies/Actions Energy Efficiency ProgramsEnergy Efficiency Programs E Source BenchmarkingE Source Benchmarking Metering OptionsMetering Options Prepaid MeteringPrepaid Metering