1. Process Evaluation Study Implications 2012-14 Program Application Workshop 1 October 17, 2011 2-2:30

2. SCE Responses to Process Evaluation Findings Reaching more customers  Customized marketing designed to specific customer segment  Automated outbound dialing with DirectConnect  Property owner specific brochure highlighting program benefits  Collateral material and messages in multiple languages Streamlining processes  Revised Property Owner’s Waiver form for clarity  Single form for SCE/SCG customers  Collaborating with IOU’s to develop statewide form  Paperless enrollment process  Joint electronic form with SCE/SCG  Scheduling Manager and Routing Tool

3. SCE Responses to Process Evaluation Findings Education  Enhanced training to improve delivery  Expanded topics to make the assessor more knowledgeable  Included soft skills training in workshop  Webinars and Certification  2012 – 2014 Plans  Revising and updating educational materials  Include methods to address the various learning styles  New electronic tool on DVD and Tablet  Proposed study to inform/improve customer education