Eugene Water & Electric Board

1. Eugene Water & Electric Board APPA Business and Financial Conference September 14, 2009

2. EWEB & the Roller Coaster Economy Wendi K. Schultz-Kerns Cash Accounting Supervisor EWEB Headquarters

3. A Few Eugene Facts • Population 143,000 • 3rd Largest City in Oregon • University Town – 20,000 – 22,000 Students • ** US Census Bureau & U of O Registrar

4. Who is EWEB? • Largest Public Utility in Oregon • 500+ FTE employees • EWEB chartered through City of Eugene • 5 Member Elected Board of Commissioners - Public Service • 2008 Operating Revenue approx. $301mm

5. EWEB Services • Provide electricity to a 238 square mile area • 86,700 Electric customers • 50,600 Water customers • 75 Steam customers • Wholesale water to local Districts • Surplus electricity - EWEB resources • sold in regional power markets

6. EWEB MissionCommunity Engagement Social Economic Environmental Mission To be an outstanding provider of energy and water products that meet customers’ needs and benefit the citizens of Eugene. Legacy Statementfocus on 4 specific areas: The customers’ needs The organization The community’s needs The Board of Commissioners

7. Oregon Unemployment • June 2009 Unemployment Rate 12.2% • More than double June 2008 • Above National 9.5% • Unemployed Oregonians increased from 114,000 in June ‘08 to 241,000 June ‘09 ** Register Guard 07/14/09 pg. B5 – Sherri Buri McDonald & OR State Unemployment Dept. • Eugene major employer closures – 13.2% Unemployed Eugene/Springfield ** US Census Bureau

8. EWEB Historical Stats Jan- July ‘09 & prior YTD comparisons Write-Offs

9. Walk In & Call Volume

10. EWEB Economic Creativity 2009 Critical Thinking Exercises • Empower team members • Outside the box solutions- front line • Collection leniency – exceptions • Alleviates supervisor turnovers • Enhances employee morale – • authority & trust to do the right thing • Balance customer and organization needs

11. Staffing & Service Goals • Re-evaluate performance & write off goals • Focus on excellence • Flex schedules - Extend business hours • Hired 7 new CSA’s – 6 to 8 week training • De-stress & breathing sessions for CS staff – on-site H/R Health & Wellness

12. Successful Modifications • Re-designed lobby lines for shorter appearance Improved perception of wait time • Implemented new Phone System July ’09 • Testing Phone IVR Credit Card payments Potential to automate 6000-8000 calls • 2009 budget reductions all Sections 2010 anticipated – fiscal responsibility

13. Economic Improvements • Customer Deposits • Residential – 4 options • Students 9 month credit year • Consider 2 mo. avg. vs. 2 highest mo. service • Increase LI Assistance DG24 - 50% to 75% • Commercial – 5 options • Deposits 2 year vs. 3 year period • Personal Guarantor for business account • Guarantors can extend to Non-EWEB customers Water Leaks / Appeals Reduce catastrophic credit criteria

14. EWEB’s Social Commitment • Renowned Customer Care Program • Limited Income Customers – • 60% OR State Median Income • $1.7 mm – Assistance (ECC) & Education (ECCP) • $200 assistance • Incentives, Budget Counseling – up to $350 • Deposit Guarantor - 2 years • Senior/Disabled PIP Arrearage – • Fixed Income 100% FPL • $300k Energy Management Services • Conservation & Weatherization referrals

15. EWEB Innovation Economic Assistance • Bright Ideas from Beginning….. • $300k Anonymous Donation • October 2008 - Grant • Oregon Community Foundation – • Administered by Saint Vincent DePaul • Staff creativity – Program development • To End…… • $4.4mm Customer Assistance Package • Board approval January 20, 2009

16. Eugene Water & Electric Board Community Care • Rate Rebate - $2.2mm • Job Loss - $1.0mm • Low Inc. Housing - $350k • Crisis - $100k • Shelter Care - $15k • Senior / Disabled - $40k • Deposit Guarantor expanded • Weatherization Expansion -$400k • Small Bus. Lighting - $135k • Weatherization Loan deferrals

17. 2009 EWEB Community Care • Rate Rebate - $2.2mm • As COU – EWEB responsibility • Re-invest surplus hydropower sales • revenues back into community • Electric customers $30 credit • Rebate – “Give back” campaign • Bill stuffer – Prepaid post card • donate back to core program

18. 2009 EWEB Community Care • Job Loss Program - $1.35mm • L. I. Housing rolled into Job Loss $350k • Job Loss NO income qualifications • $200 Assistance – • Acct. Holder, Spouse or Domestic Partner • Proof of UI payments – 14 days • Application on-line, fax, lobby • computer kiosk • Partnerships – ESD & LCC

19. 2009 EWEB Community Care • Crisis Program - $100k • Income qualified program • Seek core program assistance prior • Unforeseen event last 90 days • 3rd Party certification • Customer payment last 90 days • Create financial hardship – • At risk of immediate disconnect • Max $500 – must relieve Crisis

20. 2009 EWEB Community Care • Shelter Care Program - $15k • Utility Customer in EWEB territory • Proof of 501c3 Shelter Facility • Stipend $20 per permanent bed • Application on-line, fax, lobby • Partnerships – • Community Resource Network meetings

21. 2009 EWEB Community Care • Weatherization Loan Deferral • & other Bill Pay Assistance • Wx Loan Deferral 6 months • Loans piggy back on Job Loss application • EWEB internal process customer ease • $40k Expand Senior & Disabled PIP • Annual arrearage up to $1,000 max • EWEB Deposit Guarantor • Increase from 50% to 75% - $300 max

22. 2009 EWEB Community Care • Other Wx Expansions - $535k • Weatherization – • Targets Single Family Rentals 1- 4 Units • Increased Income to 80% OR State Median • U.S. DOE rolled out 200% FPL • Approx. 74% OR median • Energy Efficient Lighting – • Small Business Owners up to 75% cost • for retrofits

23. EWEB Community Care Marketing • EWEB Public Affairs – media –TV/radio, • print ads, customer interviews • C.S. Queue - Muzak on-hold message • EWEB lobby display – applications, website • City of Eugene – Shared Property Owner lists • Weatherization mailings

24. EWEB Community Care • Valued Partnerships • Employment Security Dept. - displays • Lane Community College – Job Resource Center • EWEB Community Resource Network Meetings • Lane County HSC, St. Vincent DePaul, Celeste • Campbell Senior Center and Catholic Community • Services of Springfield - Agency coordination

25. EWEB Economic Contributions03/10/09 – 07/31/09 • 72,388Residential Electric accounts • received $30 Rebate – total $2.2mm • 1756 customers Donated$30 rebates - $52,680 • 1807 customersJob Loss - $361,400 • 26 customersLoan Deferral - $9,055 • 16 Shelter Care facilities - $14,120 • 20 families sought Crisis- $8,623

26. Eugene Water & Electric Board 2010 Economic Proposals • Expand Income guidelines to 80% • Increase Assistance - $200 to $300 • EWEB Customer Care & Community Care Job Loss • Shelter Program – increase Utility stipend • $20 to $40 per bed • Crisis Program extension • Rapid Re-housing Program • Partnership with Lane County • Wx considering alternative expansions • Wx – Targets Multi- Family Rentals 5+ Units • Small Business Lighting may increase to 100%, caps apply

27. Eugene Water & Electric Board The EWEB Challenge: • Make a Difference in your Community • Advocate for Customers in need • Seek Board / Executive Support • Fundraisers - “EWEB Run To Stay Warm” • Parking Raffle, Bake Sales, Dept. contests • Be creative – LOW or NO cost solutions • Care about the “Public” in your Public Utility • Exercise compassion & understanding for • customers during economic challenges

28. Questions ? Call Wendi @ 541-685-7074 Wendi.schultz-kerns@eweb.org www.eweb.org Thank you.