1. June 2015 IUSA Performance Measures

2. 2 CMP NYSEG RG&E We are Iberdrola USA Company Overview

3. 3 Structure MAINE Central Maine Power Company (CMP) CMP delivers electricity to 613,000 customers in central and southern Maine NEW YORK New York State Electric & Gas Corporation (NYSEG) NYSEG delivers electricity to 881,000 customers and natural gas to 263,000 customers across upstate New York Rochester Gas & Electric Corporation (RG&E) RG&E delivers electricity to 371,000 customers and natural gas to 307,000 customers across upstate New York

4. Benchmarking 4 Benchmarking plays an important role in how we look at our internal reporting.  We use benchmarking to improve our services to our customers to provide exceptional service  It allows us to review our methodology of data collection and determine any reporting improvements  Helps identify any gaps in the way we use our data  Provides a big picture on how one area affects another  Helps identify where process improvements are needed – Our 2015 Quality Execution Projects are a result from 2014 benchmarking

5. 5 Report Overview NYSEG, RG&E, and CMP all use a report called Customer Service Weekly Operating Report. This report allows different levels of management to share, review, and monitor the performance and production metrics for all three companies. CMP - an analyst in Marketing and Sales is responsible for obtaining the data and updating the report. NYSEG and RGE - Data is obtained and compiled by analysts in the Business Support and Solutions group. For all companies, analysts use tools, such as Google analytics and SQL, etc., to gather data. Some data is gathered within our department but in many cases analysts from other departments gather the data and send it to us to be entered in the report. The report is processed weekly on Monday The weekly report is distributed to the managers every Monday. This allows the managers time to review the report and provide any talking points based on trending. The report is then distributed along with talking points to Directors and Vice Presidents of all three companies.

6. CS Weekly Operating Report Production  Regulatory Service Quality Indicators  Complaints  Products  Metering  Billing - Active Accounts  Contact Center/Back Office  Customer Payment Arrangements Created  Collections - Active Accounts  Final Accounts  Accounts Receivable: Active + Final  NY: Assistance/Low Income  Customer Service Safety Index  People NYSEG, RG&E, and CMP all use a Customer Service Operating Report. The report consists of two metrics: Production Metrics and Program Metrics. Each metric is broken down into different sections. Program  Ebill  Autopay  Website  Mobile  Outage manager  Social Media-Twitter  Social Media-Facebook 6

7. 7 Production Metrics Regulatory Service Quality Indicators, Complaints, Products, Metering, Billing – Active Accounts

8. 8 Production Metrics Contact Center/Back Office

9. 9 Production Metrics Customer Payment Arrangements Created

10. 10 Production Metrics Collections - Active Accounts

11. 11 Production Metrics Final Accounts and Accounts Receivable

12. 12 Production Metrics Assistance/Low Income, Customer Service Safety Index, and People

13. 13 Program Metrics Ebill/Autopay Website/Mobile

14. 14 Outage Manager Program Metrics Social Media

15. 15 How is your company specifically measuring performance relative to Improvements in customer experience and customer satisfaction? Improvements in key business processes (efficiency, effectiveness, etc.) Efficiency/Effectiveness  Customer Satisfaction  Contact Satisfaction  PSC Complaints  First Contact Resolution  Quality monitoring

16. 16 What do you believe are the benefits of this process? Benefits  Improve Customer Satisfaction  Monitor efficiency  Allows us to identify specific areas needing improvement and prioritize the areas of focus  Performance expectations can be set based on status and trending  Helps drive future strategic planning  Can be used to identify the success of a recent process improvement

17. 17 Challenges and Opportunities Challenges Compiling data in a time effective and efficient way Obtaining data from multiple departments and sources Ensuring data accuracy– due to large size of the report and lack of automation Implementing changes to report structure Opportunities Ability to evaluate trending from week to week allows for quicker response to issues View data for all areas of Customer Service in one report