0LONGISLAND

LONGISLAND

Report to the Board of Trustees

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Safety: Number of Incidents and Days Lost

1.69

2.80

2.33

1.47

1.12

1.581.34

0.00

1.00

2.00

3.00

2013 2014 2015 2016 2017 2018 2019

OSHA Incidence Rate

44.65

29.16

61.11

26.0230.59

27.79 29.90

0.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

2013 2014 2015 2016 2017 2018 2019

OSHA Days Away Rate

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JD Power Residential & Business Satisfaction

519 532584 610

662 680 695

0

200

400

600

800

2013 2014 2015 2016 2017 2018 2019

Residential Satisfaction

525595

631689 710 724

754

0

200

400

600

800

2013 2014 2015 2016 2017 2018 2019

Business Satisfaction

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JD Power – Residential – Most Improved

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Satisfaction is growingJ.D. Power Residential – Syndicated 2019

CSI Satisfaction Trend

One third of J. D. Power Residential survey respondents score over 800 on the 100-1000 scale.

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JD Power – Business – Most Improved

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Satisfaction is growingJ.D. Power Business – Syndicated 2019

About half of J.D. Power Business survey respondents score over 800 on the 100-1000 scale.

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Call Center: Average Speed of Answer and FCR

93

5435

24 19 15 15

020406080

100

2013 2014 2015 2016 2017 2018 2019

Average Speed of Answer(in Seconds)

78.9% 81.4%

50%

60%

70%

80%

2018 2019

First Call Resolution

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Call Center Surveys: Residential & Business Satisfaction

63.7%

87.4% 91.6% 92.9% 94.4% 94.5% 95.0%

0%

20%

40%

60%

80%

100%

2013 2014 2015 2016 2017 2018 2019

Residential Satisfaction

43.7%

81.6%

90.6% 92.4% 94.0% 94.2% 95.4%

0%

20%

40%

60%

80%

100%

2013 2014 2015 2016 2017 2018 2019

Business Satisfaction

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Personal Contact Satisfaction Survey

81.9%

90.7%92.9%

94.6% 95.8% 95.9% 96.5%

70%

75%

80%

85%

90%

95%

100%

2013 2014 2015 2016 2017 2018 2019

Personal Contact Satisfaction

(1) Energy Efficiency, (2) Customer Walk-In Centers, (3) Major Accounts, (4) Electric Service Reps

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Reliability Metrics

49.659.1

65.775.5

65.8 65.2

51.4

0.0

20.0

40.0

60.0

80.0

100.0

2013 2014 2015 2016 2017 2018 2019

SAIDI

0.72 0.720.84

1.110.95

0.860.67

0.00

0.30

0.60

0.90

1.20

2013 2014 2015 2016 2017 2018 2019

SAIFI

6982 79

68 69 76 76

0

30

60

90

120

2013 2014 2015 2016 2017 2018 2019

CAIDI

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Reliability Metrics – MAIFI & Sustained MCO

70,248

41,73038,239

14,477

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

2013 2014 2015 2016 2017 2018 2019

Sustained MCO (4 or more)

N/A

3.503.68

3.923.52 3.44

2.41

0.00

1.00

2.00

3.00

4.00

5.00

2013 2014 2015 2016 2017 2018 2019

MAIFI

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AMI Installations

47,09066,488

304,932

20,000

120,000

220,000

320,000

2014 2015 2016 2017 2018 2019

# AMI Installations

N/AN/AN/A

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Number of Customer Complaints

10.4

7.75.7 4.9 4.6 4.2

0.02.04.06.08.0

10.012.0

2014 2015 2016 2017 2018 2019

Number of Complaints Per 100K Customers

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Days Sales Outstanding & Net Write-Offs

43.8

40.039.2

37.0 36.9

34.934.3

32.0

34.0

36.0

38.0

40.0

42.0

44.0

46.0

2013 2014 2015 2016 2017 2018 2019

Days Sales Outstanding(# of Days)

0.930.84

0.810.73

0.53 0.50

0.000.100.200.300.400.500.600.700.800.901.00

2013 2014 2015 2016 2017 2018 2019

Net Write-Offs($/Billed Rev)

*Results reflect write-off procedural changes and 2017 metric target methodology change. Prior year results reflect new target calculation.

N/A

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Customer Self-Service

(1) # Customers on Paperless Billing(2) # Customers Performing On-Line Home Energy Efficiency Audit(3) # Customers Paying Electronically

Transaction Type 2013 2014 2015 2016 2017 2018 2019Electronic Payments 5,011,437 5,054,383 5,797,524 6,204,227 6,582,908 6,992,404 7,442,467

Energy efficiency audit on web 11,478 33,004 25,997 22,241 34,767 35,621 53,060

Paperless Billing Enrollment(# of Customers) 90,077 105,947 117,160 161,782 212,972 297,498 388,376

Grand Total 5,112,992 5,193,334 5,940,681 6,388,250 6,830,647 7,325,523 7,883,903

5,112,992 5,193,334

5,940,681 6,388,250 6,830,647 7,325,523

7,883,903

-

2,000,000

4,000,000

6,000,000

8,000,000

2013 2014 2015 2016 2017 2018 2019

Customer Self Service Transactions

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EE Annualized Energy Savings

270,082307,578 305,316

259,651292,537

330,901

050,000

100,000150,000200,000250,000300,000350,000

2014 2015 2016 2017 2018 2019

EE Annualized Energy Savings*

*Targets are based on LIPA-approved plan and programs in conjunction with NYSERDA funding.

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Community Partnership

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2019 Major Accomplishments• Significant system improvements

– 204 miles hardened under FEMA program – 135 smart switches commissioned under the LT5H (less than five hundred

customer) program– Hi definition camera fly-over of all assets along the LIRR

• Best reliability results since taking over operations – All results better than top quartile– 21% reduction in SAIFI compared to 2018 results– 22% reduction in SAIDI compared to 2018 results– 31% reduction in MAIFI compared to 2018 results– 63% reduction in Sustained MCO compared to 2018 results

• Strong storm performance during June, August and October events

• Replacement of 230 substandard and defective Transmission poles within LIRR easement

• Secured stakeholder agreement to proceed with Montauk substation which is the first phase of the east end system expansion

• The Western Nassau Transmission Project’s application for a Certificate of Environmental Compatibility and Public Need was approved in November and construction on Phase 1 commenced in early December.

• Completed Offshore wind study and internal supporting analysis

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2020 Major Initiatives• Continued focus on employee safety programs and culture -

Electronic Device Disabling Technology• Continued improvement on system reliability (tree trim, next

outage, CIP program, poorest performing circuits)• FEMA Hazard Mitigation Program is targeting overhead

construction completion in March. Repeater installation is set to commence in Q2 2020.

• Launch of the “Power On” program – storm hardening program to start as the FEMA program completes . Scheduled to commence in April with a budget spend of $37M.

• Belmont Substation is targeting completion in October 2020 to support the Arena opening scheduled for 2021

• Construction of (2) 138KV underground transmission lines; Riverhead to Canal (ISD 6/2021) and Western Nassau Transmission Project (ISD 12/2020)

• Full implementation of Salesforce CRM

• Continued focus on customer satisfaction improvements (mobile communications app, free credit card payments, energy concierge and Power of More)

• 2020 Utility 2.0 filing

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2020 Update

"To build an industry leading electric service company that places safety first, in all we do, providing our customers across Long Island and the Rockaways with:

• Excellent customer service • Best in class electric reliability and storm response• Opportunities for energy efficiency and renewables• Local, caring, and committed employees, dedicated

to giving back to their communities."