NARUC Staff Subcommittee on Consumer Affairs

1. NARUC Staff Subcommittee on Consumer Affairs Keeping the Golden Years Energized Presented by: Felecia L. Greer February 9, 2014

2. About Pepco Holdings, Inc. • Approximately 2 million customers in Delaware, the District of Columbia, Maryland and New Jersey • Atlantic City Electric, Delmarva Power and Pepco provide regulated electricity service • Delmarva Power also provides natural gas service • Pepco Energy Services is a non-regulated subsidiary that provides energy efficiency and renewable energy services

3. Pepco Holdings, Inc. Quick Facts • Incorporated in 2002 • Service territory: 8,340 square miles • Customers served • Atlantic City Electric: • 545,000 – electric • Delmarva Power: • 503,000 – electric • 125,000 – natural gas • Pepco: • 793,000 – electric • Total population served: 5.6 million

4. PHI’s Customer Advocate • Multi-jurisdictional position with the responsibility for interfacing, collaborating and partnering with groups across the Company to ensure increased customer service and process efficiencies • The team communicates and interacts with residential and commercial customers, government officials and regulators on broad customer service issues • The Customer Advocate’s team is comprised of representatives that handle escalated complaints and Customer and Community Relations Managers • Toll Free Access - 1-855-PHI-ADVOCATE • customeradvocate@pepco.com, customeradvocate@delmarva.com, customeradvocate@atlanticcityelectric.com • Quarterly Customer Advocate’s column in customer bills • Monthly News Briefs

5. News Briefs

6. Usage of My Account Usage of Website • My Account provides billing and energy use information • While Millennialsare more likely to use online access, significant proportions of Gen Y and Baby Boomers are using My Account • The Pepco website provides program information, outage maps, transactions such as bill pay, service start, and company updates • Usage of the website is more universal across ages, but older customers are accessing the website in significant numbers

7. Participation in Energy Efficiency Programs • Older customers are slightly more likely to participate in programs, including appliance rebates, home energy checks, direct load control, HVAC rebates, etc. • These customers have higher home ownership levels, higher bills, and higher income

8. Use of Segmentation to Understand Customer Needs • The Company uses segmentation analysis to help understand the needs of older consumers • Segments are developed based on surveys related to: • energy use; • interest in saving energy; • attitudes towards saving energy; • technology use and interest; and • media preferences • While there can be older customers in any segment, some segments have a higher concentration of older customers • Market research methods includes older customers

9. Customer & Community Outreach Team • Extensive Community Outreach • Targeted outreach • Senior Citizens Organizations • Retirement Communities • Faith-based organizations • Libraries • Traditional outreach • Community meetings • Low income organizations • Multi-cultural organizations • Housing complexes, shelters and other housing organizations • Community non-profits

10. Senior Outreach Plan • Emergency Medical Equipment Notification Program • Emergency Preparedness • Storm Preparation Handbook • Emergency Contact Information and Plan • Helpful Ways to Save Money and Energy • Temperature Control • Conservation and Weatherization Tips • Understanding the Electric Bill • Retail Energy Supplier Issues • Telephone Scams and Door-to-Door Solicitations • Energy Assistance Programs • Federal and State Assistance • The Gift of Energy Program • Good Neighbor Energy Fund

11. Special Programs & Joint Initiatives • Catholic Charities and the Catholic Diocese of Wilmington • Warm Up Winter Coat Drive • Employees collect new and gently used coats, hats, sweaters and gloves during each January • Coordinate with other community groups for food distribution (e.g. Bayard House in Wilmington, Casa San Francisco in Milton, DE and Seton Center in Princess Anne, MD) • New Jersey SHARES • Non-profit organization that provides energy grants to New Jersey residents • Investor-owned utilities contribute to the administrative costs • Partnerships with several large organizations in each jurisdiction (e.g. Capital Area Food Bank, Mary’s Center and the Salvation Army) • Customer Care - Credit, Collections and Billing Practices

12. Questions? Felecia L. Greer, Esq. Pepco Holdings, Inc. 701 Ninth Street, NW, Suite 7412 Washington, DC 20068 202.872.2534