February 2017 PSE&G’s Energy Assistance Workshops PSE&G’s Meter to Cash February 2017 PSE&G’s Energy Assistance Workshops

PSE&G 2.4M customers Dual service provider to ~80% of our customers

Meter to Cash Process… People providing Safe, reliable Economic and Meter Reading Billing Payment Processing Collections People providing Safe, reliable Economic and Green energy.

Meter Reading, Billing and Payment Processing Pay by phone Web payments 16 customer service centers Customer Mail - state of the art technology 100% of payments processed within one business day 50K payments through mail processed each day Meter Reading 3.9M meters 300 Meter readers ERT installations 87% read rate Billing 2.5M bills a month 1.4M residential customers with heating bills 60K receive manual review New technology Improved estimating logic Online billing exceptions with additional validation View your bill online “My Account”

In addition, outreach attempts well exceed one million Bill inserts Collections… We really don’t want the business so Payment Assistance Outreach works hard to keep people out… Between letters and phone calls, we’ve attempted more than 2 million contacts this year Over 300K notices a month In addition, outreach attempts well exceed one million Bill inserts Letters Phone calls Outreach Presentations Conferences in Fall Workshops in Spring

March 15th – The End of the Moratorium Special Notice….. A special notice looks exactly like a Shut-Off Notice but with a Due Date of March 15th – The End of the Moratorium ** SHUT-OFF NOTICE **   1-800-357-2262 (Mon.-Fri. 7:30 a.m.-8:00 p.m.) Your bill is now past due.  Your service can be shut off after March 15th if $X, XXX.XX is not paid. If you cannot pay the bill in full, a payment arrangement may be possible.  Need help paying your bill, visit www.pseg.com/help or www.pseg.com/ayuda in Spanish. Si en el futuro ústed desea recibir la notificación de desconección de servicio en español, llame por favor al 1-800-357-2262.

Collection… What do your clients need to know? Moving in and Moving out Personal identification information Old unpaid balances need to be addressed Make sure they close out accounts and get a final bill when they move Deposit requests When having trouble paying their bills Contact us early Keep payment arrangement terms contact us if they’re having trouble Ask about programs to help pay bills Ask about the equal payment plan Ask about energy conservation tips Please make sure PSE&G has your e-mail on file, we attempt to notify customers in advance of a shut-off

Winter Termination Program Payment Vouchers We will hold collection for 30 days Ensure clients make a payment arrangement on any balance Without an active payment arrangement, your client will remain eligible for collection activity During the WTP your clients may be eligible for protection. Make sure they contact PSE&G for a WTP payment plan. PSE&G Collection Call Center (1-800-357-2262) Social Service Gate…after prompt “What would you like help with today”….say “Social Services”. You can call PSE&G on behalf of a client-PSE&G Call Center representatives will require account information including account number and last four digits of social security number.

Winter Termination Program BPU Regulatory Compliance: Protected customers are not subject to shut-off for non-payment Temperature Prohibition: when the high temperature is below 32 degrees, no interruption of service. Special notice replaces conventional notice on protected accounts Deposit requests will be removed from protected accounts Training: Update all customer contact employees so they are able to answer questions, comply with regulations, and assist customers during the WTP Update all materials and redistribute to all customer contact associates

Danger Zone-What happens when bills aren’t paid during WTP Due Date Bill Payments Balance   $ 150 $ 150 15-Nov $ 100 $ 250 15-Dec $ 200 $ 250 $ 200 HEAP 15-Jan $ 300 $ 500 $ 25 $ 375 15-Feb $ 800 $ 525 15-Mar $ 950 $ 575 No payments during WTP period makes bills unmanageable after winter season. Advise clients that even a partial payment during the WTP will help keep them from having their service disconnected.