Kenny Mercado, Sr. VP Electric Operations

Gary Hayes, Sr. VP & Chief Information Officer

Gregg Knight, Sr. VP & Chief Customer Officer

IT, Field Operations & Customer Operations

Working Together

September 24, 2015

Intelligent Energy Future

Consumer Technologies

Information Technologies

Operational & Business Technologies

Convergence

Smart Phone and Tablet Technologies Multi Channel Interaction & Social Media Affordability Information accessibility and sharing Predictive and Personalized Service

Smart Meters Intelligent Grid & Demand Management Software as Service, Citizen Software & Services

Mobility, Preferences, and Real-Time Big Data and Complex Event Processing New Service Models. Cloud Cyber Security

Convergence is driving new thinking, strategies, and services - and requiring innovative approaches and technologies to define a new operational models and customer experience…

Technology Game ChangersConvergence to an “intelligent energy future”…

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Centerpoint Energy’s

Advanced Metering System

Data Collection

Engine

(Itron DCE)

Digital

Communications

Backhaul

Meter Data

Management

System

(eMeter MDM)

Legacy

SystemsWireless Communications

Environment

(GE WiMax)

Power Alert

Service /

Smart Meter

Texas Portal

Existing

Deployed

Legend

Communications Application Systems

AMI Power-off notification (PON) Filtering• Known circuit operations & momentary

outages

• Existing circuit lockouts

• Existing event at premise

• PON/PRN case association on existing

equipment related outage

• Verifies meter status (PING) for single

case PONs and suspected circuit events

Combined with back office computer systems and integration, AMS provides: Daily register reads

Daily 15 minute interval reads

Remote connect / disconnect / on-demand reads

Access to data via Smart Meter Texas portal

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CenterPoint Energy’s

Intelligent Grid (IG) system

IG Switching Device Telecommunications

Distribution Control Center

Advanced Distribution Management System

Combined with back office

computer systems, IG,

when fully deployed, will

automatically identify the

location of power outages,

isolate faulted sections of

the main feeder portion of

the network and re-route

power from other sources,

essentially “healing” the

system.

ADMS Outage Reporting Dashboard

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AMS + IG = Smart GridDelivering benefits to CNP, the market, consumers, environment

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Smart GridCritical success factors

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Over the past several years, we have gained valuable insights that

drove the creation of Technology Operations. we are also putting

our combined learning into practice to…

• Ensure alignment of technologies with strategic business objectives

• Optimize investments through an enterprise technology portfolio

• Realize optimal benefits from our current investments

• Improve governance and execution to achieve business value

• Efficiently design, manage, and execute high-quality technology projects

• Engage and sustain strong technology vendor relationships

• Drive long-term affordability of investments

Intelligent Energy FutureDigital Utility – Transforming Information to Action

Internet of Things

Managing:• Volume

• Velocity

• Variety

• Veracity

• Value

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Where are we going?Technology Roadmap 2025 Technology Footprint Schematic

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How do we get there?Example: Critical Integration Management Office (CIMO)

Integration does not “just happen.” Integration requires

structure, dedication, effort and a lot of work. It takes a

collaborative effort across each initiative to ensure on-time

and on-budget delivery while achieving end-to-end

business capabilities. The more the sophistication of the

solution, the more complexity, the more risk and the more

need for a focused integration management team.

Bringing “it” all together, making sure “it” works,

making sure “it” performs, making sure “it” is

sustainable – a successful end-to-end solution is the

required charter and outcome of integration management.

Integration management focuses on critical points of

integration, commitment dates, cross-project issues and

scope resolution, coordinated enterprise testing and the

quality and integrity of the final end-to-end solution.

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Advancing TechnologyThe next 5 to 10 years

• Asset Intelligence

Real-time asset information and analytics to better

maintain and manage our infrastructure

• Operations Automation

Real-time data availability to operations for

situational awareness and streamlining of

processes to enhance productivity

• Security and Resilience

Improving cybersecurity maturity to address

evolving threats

• Customer Empowerment

Improved analytics and real-time information to

enable personalized services

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Customer OperationsPower Alert Servicesm

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Customer Interaction Lifecycle - Overview

Applications | Systems | Workloads | Wireless | Network | Voice | Security | Mainframe | Storage | Assets

Business Outcome

Capabilities

Solutions/ Platform

Operational Environment

OptimizeOptimize performance across

business processes, applications and Infrastructure

ResolveConfirm the Customer and

Resolve the Problem

Faster Problem Resolution

PredictPredict Analytics to determine

the Customer’s Reason for Calling

Predicting the Customer’s Intent

Optimized Performance

IVRMobile DataMainframe (Electric/HSP)SAP BI HANA WebSAP CRM/ECC

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Enabling: Power Alert Service

Outage notification a big hit

– 90% ease of use customer rating

– 400K+ customers enrolled

– 88% call deflection rate

Power Alert Service Strategy:

• Notify me

• Let me Report

• Keep me Informed

• Follow-Up

IVR auto-enrollment

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Power Alert Service Functionality

Phone Email TextAutomatic Un-Planned Outage Notifications

with Estimated On-Time

Automatic Planned Outage Notifications

with Estimated On-Time

Crew Assessment Notifications

Estimated On-Time Update Notifications

Estimated On-Time Expiration Notifications

Pre-Event / Storm Blast Messages

Blast Messages to all active outages

Blast Messages to all customers

Service Center Specific Blast Messages

Rolling Circuit Messaging (in an ERCOT

load shedding event)

Proactive Reliability Reporting

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CenterPoint Energy Power Alert ServiceOne-to-One Communications

CenterPoint

Energy is aware of

a power issue near

123 Main St.

Estimated repair

time is 1:45 P.M. -

actual time may

vary. To opt-out,

reply STOP.

Power Alert Service

Power Problem

Notification

Power Alert Service

Status Notification

Power Alert Service

Restoration

Notification

CenterPoint

Energy crews are

assessing repairs

near 123 Main St.

Additional details

will be available

shortly. To opt-out,

reply STOP.

We have repaired

the power issue

near 123 Main St.

If you’re still

without power,

check your

breakers, then call

713-207-2222. To

opt-out, reply

STOP

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CenterPoint Energy Power Alert ServiceOne-to-Many Communications

Power Alert Service

Active Event Blast Message

Power Alert Service

Pre Event Blast

Message

Blast Messaging will communicate Pre-Event and active

outage Information to users

Portions of the CenterPoint Energy service

territory are currently under a flood advisory.

CenterPoint Energy is preparing for this weather

event and encourages our customers to also

prepare for severe weather this afternoon.

Be assured that our crews will work to restore any

power outages resulting from this weather as

quickly as possible.

Due to the recent severe weather, many power

outage repairs are taking longer than we originally

estimated. Be assured that our crews are working

to restore power as quickly as possible. We

expect all repairs to be substantially completed by

noon tomorrow.

We apologize for any inconvenience and thank

you for your patience.

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Intelligent Energy Future

Consumer Technologies

Information Technologies

Operational & Business Technologies

Convergence

Smart Phone and Tablet Technologies Multi Channel Interaction & Social Media Affordability Information accessibility and sharing Predictive and Personalized Service

Smart Meters Intelligent Grid & Demand Management Software as Service, Citizen Software & Services

Mobility, Preferences, and Real-Time Big Data and Complex Event Processing New Service Models. Cloud Cyber Security

Convergence is driving new thinking, strategies, and services - and requiring innovative approaches and technologies to define a new operational models and customer experience…

Technology Game ChangersConvergence to an “intelligent energy future”…

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