UGI Utilities Partnership in Managing Victims of Domestic Violence

1. UGI Utilities Partnership in Managing Victims of Domestic Violence June 2018

2. UGI Utilities Overview Service territories lie within or adjacent to the Marcellus shale reserves ~640,830Gascustomers ~62,000Electric customers Pennsylvania’s 2nd Largest gas utility1 serving 44 of 67 counties in PA Added Constructive regulatory environment Most contemporary distribution system in Pennsylvania 80,000new customers in the last 5 years 1 Based on total customers.

3. UGI Utilities serves a large portion of PA

4. UGI Mission: UGI’s mission is to be the preeminent energy distribution company in our targeted global markets by providing a superior range of energy products and services to our customers. UGI Vision: At UGI, we believe that safe, reliable and efficient energy is a necessity for our customers and communities. We strive to deliver this fundamental need through best-in-class safety, operations, products and services while positively impacting the lives of our employees, customers, and the communities we serve.

5. Meet the Customer Care Team

6. Billing and Regulatory Compliance Team

7. Customer Outreach Team

8. Outreach – Responsibilities • Administration of Universal Service Programs • CAP, LIURP, Operation Share • CARES – Protection from abuse order and LIHEAP • Community Based Organizations (CBO’s) • 21 CAP agencies • 10 LIURP agencies • 20 Operation Share agencies • Training and support for all customer facing departments

9. Outreach – Roles • Senior Coordinator • Trainer for staff at partnered community based organizations and internal customer facing departments • Senior Representative • Team leader, escalated support for call center and CBO staff, emphasis on reporting • Customer Outreach Representatives • Focus on day to day program administration and daily communication with customer facing teams (CBO and call center)

10. Universal Service Programs • Impact of the Universal Service Programs!

11. Outreach – “a day in the life” • Support staff for appropriate contacts • Investigate and respond to questions and concerns relating to customers participating in UGI’s Universal Service Programs. • Customer Outreach System (COS) updates • Work within the Web-based COS for customer updates and maintain communication with vendor to correct issues • Case Completion and COS tasks • Work generated from both System Exception Cases and COS tasks requiring action from the Outreach team • Customer interactions • Communicate with customers regarding program participation

12. Protection From Abuse Process Before • Handled by the UGI Customer Care – Call Center team (1 of 120 reps would handle the inquiry) • Challenges • Minimal experience with these issues • Customer privacy of sensitive documentation • Inability to handle each scenario with personal attention and follow up

13. Call Center Supervisory Team and Structure • Three call centers (located in Reading, Wilkes Barre and Lock Haven) • 7 Customer Care Supervisors • Just over 100 reps (total, all locations) • Additional phone support provided by FCS (First Collection Services) in Mabelvale, Arkansas • Partnership began in early 2017 • Just over 40 reps (billing/credit trained)

14. Protection From Abuse Process After • Transitioned responsibility to the Customer Outreach Department (Department of 10) • Expanded scope of PFA documentation • Agreed as part of Base Rate Case proceeding • Implementation in Fall of 2016

15. Improvements - Training • Personalized Domestic Violence Training hosted by: • Renewed understanding and sensitivity • Updated UGI’s internal training materials

16. Improvements - Communication • Reinforced Call Center compliance to inform customers of their ability to provide documentation • The order is sent to the Outreach Team for processing via the following options: • Email at UGICARES@UGI.COM • Fax • US Mail

17. Improvements -Privacy and Record Retention • PFA documentation contains personal and specific information. UGI does not retain the documentation. • Once received, the order is reviewed and confirmed, but the documentation is destroyed. UGI keeps minimal detail in an Excel file related to the receipt of a PFA or abuse order.

18. Improvements – CARES Customers • All customer’s with a PFA or Order receive the following: • A contact from a Customer Outreach team member • A 30 day collections hold • Appropriate referral information • Custom payment arrangement or reconnection quote • Additional follow up as needed • Reduction in cases referred to UGI

19. Universal Service Programs • Customer Assistance Referrals Evaluation Services (CARES) • Provides short term assistance and referrals of payment-troubled customers to the programs offered by UGI and local agencies in our community. • Customer Assistance Program (CAP) • Long term arrangement based on income, average bill, or minimum allowed • Arrearage Forgiveness • CAP Credit • Operation Share • Grants for those below 200% federal poverty guidelines

20. Universal Service Programs (cont.) • Low Income Usage Reduction Program (LIURP) • Long term solution for customers with higher than average gas usage to provide energy efficient upgrades • Rehabilitation Program • A proactive approach to LIURP. UGI partners with non profit agencies rehabilitating a home. • Additional Options • Waived security deposit for CAP • Budget Billing • Gift Credits

21. Questions?