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Dennis A. Urban Jr. Vice President , Finance and Regulatory Affairs PPL Electric Utilities

STAYING IN THE VIRTUOUS CYCLE. Our goal, and how it leads to business success and benefits for our customers. Dennis A. Urban Jr. Vice President , Finance and Regulatory Affairs PPL Electric Utilities Energy Association of Pennsylvania September 17, 2014

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Dennis A. Urban Jr. Vice President , Finance and Regulatory Affairs PPL Electric Utilities

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  1. STAYING IN THE VIRTUOUS CYCLE Our goal, and how it leads to business success and benefits for our customers Dennis A. Urban Jr. Vice President, Finance and Regulatory Affairs PPL Electric Utilities Energy Association of Pennsylvania September 17, 2014 Sheraton Hotel Harrisburg-Hershey

  2. 2014 PPL Electric Utilities

  3. Staying on the virtuous side of the cycle requires: • Safe, reliable service • Customer satisfaction • Efficient operations • Fair rates, good value • 2014 PPL Electric Utilities

  4. Reliability Significant progress in 2013: • Number of power outages down 9 percent 9% • Duration of power outages down 11 percent, excluding severe weather 11% • 2014 PPL Electric Utilities

  5. Reliability Continuing our progress • Smart grid • More tree trimming • Lightning protection • Animal guards • Replacing aging equipment • 2014 PPL Electric Utilities

  6. Enhanced Storm Response • Improved coordination with other utilities to share resources • Better outreach to counties, elected officials • “Tent cities” during major storms to house repair crews closer to the work • Better estimated restoration times • 2014 PPL Electric Utilities

  7. Enhanced Customer Communications • E-mail blasts • Automated telephone calls • Improved website design -- www.pplelectric.com • PPL Alerts • News releases, media interviews about reliability improvements, value, the benefits of shopping and payment assistance programs. • Strong social media dialogue • 2014 PPL Electric Utilities

  8. Making it easier for customers to do business with us • Self-service options – payment agreements, stop/service and payments • Improved call-flow systems for customer service representatives • Enhanced interactive voice response capabilities • New phone system • Well-designed and administered programs for low-income households • 2014 PPL Electric Utilities

  9. Our goal • Top-quartile performance in: • Safety • Reliability • Customer satisfaction • Efficiency • 2014 PPL Electric Utilities

  10. Questions? • 2014 PPL Electric Utilities

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