SOCALGAS® ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING

26th Annual E Source Forum September 17–20, 2013

Welcome & Introduction

Gillian Wright

Director, Customer Programs

The Southern California Gas Company

2

The Southern California Gas Company

3

The company’s service territory encompasses over 20,000 square miles of diverse terrain throughout Central and Southern California, from Visalia to the Mexican border. Our commitment to provide customers with world-class service has been the key to our longevity and success. Our motto, “Glad to be of service,” reflects this spirit.

Process Mapping

4

Topics to discuss:

• Why Process Map? • Can Process Mapping Help

You? • The Gas Company’s

Experience • Conclusion / Summary

Why Process Map???

» Gives you an overall view of a process from start to finish

» Determine if all steps are necessary

» Combine redundant steps

» Combine duplicate steps or eliminate nonessential steps

» May find a better way to do things

» Keep customers more satisfied

» Keeps your staff happy and helps them be effective

5

The Gas Company Experience

2010 – 2012 Program Cycle » New cycle, new changes » Combine separate and distinct EE programs that all required custom

energy-savings calculations into 1 new Calculated Incentive Program » Each program had:

Specific rules Specific requirements Specific forms Specific time windows

» We had to structure the new Calculated Incentive Program so that we had one application process and one project payment process

6

Calculated Incentive Application Process – Prior to Mapping

» 15 + steps » 3 wet signatures » Multiple AE visits » Numerous application

handoffs » Very complicated &

time consuming

7

Reasons for Mapping

8

1. AEs and customers said our process was difficult 2. Too many handoffs 3. Too many signatures 4. Our process delayed projects

By mapping our application process, we could: » Actually see what the process was from start to finish » Did we have redundant steps » Could we combine or streamline steps » Can we streamline and COESC (cover our energy

savings claims)

Calculated Incentive Application – Mapping Process

9

We got all interested parties in a room for two days » AEs » Programs » Policy » Regulatory

» We laid out each step and asked, “Why do we

have this step?” » From a policy / procedure perspective, do we

really need this step?

Calculated Incentive Program Process Post-Mapping

» 6 steps start to finish

» Wet or electronic

signature

» One final document

submission

10

Process-Mapping Results

11

Went from 15+ steps to 5+ steps AEs could focus on project development Customers were much happier Much less paperwork Covered from a regulatory audit

Conclusion

12

Process mapping can be very beneficial for your programs or processes. It can: Mitigate or eliminate delays caused by a poor design

or “Band-Aid” approach More customer friendly – higher satisfaction Better use of people’s time Staff can be more effective Reduced processing burden on everyone You are “covered” (regulatory / policy perspective)

Questions??

Thank you

Gillian Wright

Director, Customer Programs and Assistance

The Southern California Gas Company

13