Theme & Leaders 90 day Milestone 12 Month Goals 24 Month Goal

One Team SN & TS We are all aligned in discussion and execution of priorities. No going off on tangents.

Finish restructure AM

Cascade business planning process AM

Retail Leadership Model rolled out to all Managers. SN

Engagement and temperature survey completed TS

Welcome/Enhance/Resolve Model in place with multi-disciplinary Task Force approach addressing business challenges. SN

Customers Choose Us JM & RM Deliver exceptional customer experience – every interaction creates value.

Get a clear understanding of who our customer is JM

Baseline current customer experience RM

Map desired customer experience JM

Define our approach to get from current state to desired state JM

Customer engagement feedback loop RM

Customer lifecycle mapped CS

Create a customer panel JM

Refine customer experience based on segment RM

Investigate one on one customer interaction models GH

Get it Right DW & KJ Find the root cause, fix the process, keep it simple and automate where possible.

Internal controls – Identify key risks across all of Retail and commence development of effective controls DW

Cash and credit review – fully implemented recommendations and outcome from the review DW

Complaint resolution – completed root cause analysis KJ

Automate online joining process KJ

Revenue assurance - $3 million of decreased revenue leakage DW

Smart Product Innovation JM & ML Smart plans and pricing, energy management, proactive customer recommendations.

Delivery smart quoting tool online for prospective customers JM

Product monetisation strategy and future product strategy ML

Deliver mobile and responsive experience CH

50% of customers are on smart plans JM

x% increased revenue in solar stream ML

Deliver an online energy management solution to all targeted customer segments ML

Enable online payments JM

Deliver enhanced CMS and web publishing experience ML

Single view of customer and customer value RM & MB Single source of customer information and analysis available to the business.

First iteration of CRM product catalogue RM

Develop customer value model MB

Use CRM for workflow management RM

Technical integration of CRM with Velocity and Genesys ML

Primary use of CRM as the customer interface ML

Implement customer value model to lift profitability and retention JM

Why we exist, our Mission

We use our smarts to help customers choose their best energy options with ease

How we work, the Values that

guide our behaviour

Work like you own the company

One Company

Robust & Supportive Conversations

Safety is for Keeps Why we need to improve,

Threats & Barriers we face

Competition is increasing and EBIT declining

The customer is not always at the heart of all our decision making or processes and systems.

We still have some silos to break down .

Some people put self before team and team before One Company.

How we shall win, our Strategy

Profitable Customer Growth – it is not just about customer numbers, but identifying, pursuing and retaining above average quality customers who stay, pay and refer.

Vision, what our org will

look like in 5 years

We lead the industry in

customer retention, have

the lowest cost to serve

and are known as a great

place to work.

How we measure

success, the numbers

that matter. KPIs

1. Reduce cost to serve – $X/ICP to $Y/ICP by June 2015

2. Improve EBITDA per MWh from $X/MWh to $Y/MWh

3. Increase retention of valuable customers from X% to Y%

4. Reduce bad debt write-offs by X% to Y%

S a m p l e C o m p a n y P l a n o n a P a g e

updated 12 / 1 / 14

component alternative what it means

Mission Purpose Defines the organization’s core purpose. Why do we exist?

Vision Intent, Direction Explains where you are headed, your future state. What a successful organisation looks like in 5 to 10 years from now if you achieve your ambitions.

Values Principles Values Statement or Guiding Principles: Clarify what you stand for and believe in. What guides your decisions, conversations and behaviour

Divers SWOT, Threats, Barriers Call to action. What threats and barriers must your strategy address? Opportunities and strengths to leverage?

Value Proposition Customer Value Proposition, Channel Value Proposition

What product or service benefit you provide, to whom and what makes it better than the competition.

Target Markets Customers Where will you compete? What customers segments or sectors will you pursue?

Strategic Objectives: Themes 3 to 5 threads to connect your mission to your vision. Long-term, continuous strategic areas that get you moving from your mission to achieving your vision. What will you relentlessly focus on in order to achieve your vision.

Strategy Positioning, Game Plan , Competitive Advantage:

A guide to match your organization’s strengths with market opportunities to position your organization in the mind of the customer. How you will provide value to and be perceived by your customers?

Goals Priorities, Initiatives, 3,, 6, 12, 18, 24, 36 month goals

Goals that convert the strategic objectives into specific performance targets. Effective goals clearly state what, when, how and who are specifically measurable.

Actions 90 day Milestones, 30 day Tasks

Set specific action plans that lead to implementing your goals. These dictate the time between update meetings when progress is reviewed, adjustments made, progress communicated to the team and new actions set.

KPIs Scorecard Measure and manage your strategic plan. What are key performance measures you can track in order to monitor whether you are achieving your goals? Consider operations, people, customer, people and financial.

Budget Financial Assessment: Confirm your strategic plan makes financial sense. Determine overall revenue, expenses, profit, by company or by strategy

Accountability Leader, Responsibility, Owner

Name of person who is responsible for a theme, goal or action. Does not mean they do all the work. They champion it, make sure management maintain focus on it, and lead the conversation in team meetings.

Monitoring Next Update Describe how and when the plan shall be monitored, updated and progress communicated.

k e e p i t s i m p l e ! w h a t c o m p o n e n t s d o y o u n e e d ? l a n g u a g e t o a v o i d j a r g o n ?