Peninsula Clean Energy
Board of Directors Meeting
December 19, 2024
The meeting will begin shortly. Thank you!
Peninsula Clean Energy
Agenda
• Call to Order / Roll Call
• Public Comment (for items not on the Agenda)
o Please note, send any chats to Administrative Assistant, Brianna Arroyo • Action to set the Agenda and Approve Consent Items 1-3 o Consent - Public Comment
• Regular Agenda
• Adjournment
Chair Report (Discussion)
CEO Report (Discussion)
Peninsula Clean Energy
CEO Report: Recent "Wins"
5 1. Moody's Credit Upgrade to A3
2. Zero Percent Loans/On Bill Finance Milestones
3. Call Center Week 1
4. FYE 2025 Budget Refresh Looking Favorable
Peninsula Clean Energy
CEO Report: Week 1 Call Center Highlights
Two Los Banos customers retained
• Plus another this week thanks to
Antonia
Compliment Received
• We "have a happy customer"
especially when he learned how much
money PCE has saved him. Customer
was very appreciative of the time
Cesar took with him to explain his bill.
6 Peninsula Clean Energy
CEO Report: PG&E Rate Hikes
Customer issue raised by Chair Colson and Director Loraine • PG&E has raised rates 4-5 times in 2024, most of which has impacted distribution rates • Most of the distribution rate hikes were for wildfire related costs - 2023 $2.4B in added wildfire charges
- 2024 $5.2 B in added wildfire charges
• January 2025 rate setting upcoming
- PGE plans small/flat rate hike on the generation side, and a $0.02/Kwh hike on the dist side - PCE is looking favorable to hold rates steady for an estimated 8% -18% below PG&E on the gen side, saving customers an additional $10M+ in the first 6 months of 2025. - Rate issue will come to the Board for discussion and approval on January 23, 2025.
Peninsula Clean Energy
Legislative Update
• January 1: Governor’s Executive Order Deadline
• January 6: Legislature Reconvenes
• January 10: Last Day for Governor to release
his 2025-26 Budget Proposal
• January 24: Last Day Legislators Submit 2025
Bills to Legislative Counsel Office
8 Peninsula Clean Energy
CEO Report: PCE in the Community
• December 5– School Assembly Presentation at San
Mateo High School, San Mateo
• December 7 – Presentation at Crocker Middle School,
Hillsborough
• December 10 – Spanish Electrification Workshop, South San Francisco
• December 12 – Presentation C/CAG, San Mateo County
• December 18 – City Council Christmas Mixer, Los Banos • January 25 – Lunar New Year, Millbrae
9 Peninsula Clean Energy
CEO Report: Staffing Updates
New Hires
• Aleisha Juarez, Content Marketing Specialist
• Shelby Bush, Energy Efficiency Programs Manager
• Finalist interviews for a Legislative Manager
10 Peninsula Clean Energy
Upcoming Meetings – 2025!
• Community Advisory Committee:
o Thursday, January 9 at 6:30 p.m.
• Executive Committee:
o Monday, January 13 at 10:00 a.m.
• Board of Directors Meeting:
o Thursday, January 23 at 6:30 p.m.
• Audit and Finance Committee:
o Monday, February 10 at 8:30 a.m.
CAC Report
Enhancing Customer Experience:
Launching Integrated Support for
Clean Energy and Electrification
Journeys
Gwen Rose, Director of Marketing
Rafael Reyes, Sr. Director of Energy Programs
Leslie Brown, Director of Account Services | 13
Peninsula Clean Energy
Overview
Key objectives of this cross-departmental move to customer-centricity are:
• Achieving meaningful reductions in greenhouse gas (GHG) emissions through residential electrification
• Enhancing customer retention and engagement
• Expanding PCE’s brand awareness and reputation as a leader in clean energy
14 Contact
Center
New
Website
Home Upgrade
Services
Peninsula Clean Energy
Advancing customer centricity at PCE
PCE Ecosystem
The connected online-to-offline environment that
makes it feel seamless to customers
Brand Strategy
What customers expect from PCE and how to
bridge the gap between current perception and
future aspiration
Customer Experience
Supporting customers that are learning about,
shopping for, or adopting clean energy solutions
15 New Customer-Centric
Programs
| 16
Peninsula Clean Energy
Programs Portfolio
17 *
*
+
+
* Low-income program + Includes low-income benefits
Residential
Programs
Peninsula Clean Energy
What customers were telling us
"This sparked my interest in switching from gas to electric appliances, but I honestly have no idea how much it would cost, where I'd even begin to research replacing my appliances, or who to reach out to"
"It feels like a daunting task to do the research to select the right unit, line up the contractor, schedule the work, submit a rebate application, etc. Having a program that makes us confident that we're getting a good deal on a quality brand and connects us with both the equipment and a trusted local contractor to install it could be what it takes to make us act." "Before I start, I wanted to get an estimate for getting a heat pump HVAC for my house. I just want a ballpark estimate, before calling for real estimates."
"Having a program that makes us confident that we're getting a good deal on a quality brand and connects us with both the equipment and a trusted local contractor to install it could be what it takes to make us act." | 18
• Provide more guidance
• Address specific barriers
• Offer trusted contractors
Peninsula Clean Energy
Building Electrification v2: Approved Apr. 2023
19 Scale to Whole Home Increase Homes Impacted per Year One-Stop Shop Services Concierge Services Turnkey Installation Services Peninsula Clean Energy
Turnkey and Concierge Services
20 Concierge Services
Turnkey Installation
Services
Income-Qualified
No-Cost
Electrification
Market-Rate
Low-Cost
Electrification
Emergency
Water Heater
Replacements
Post-Install
Trouble-shooting
Assistance
Pre-Install
Guidance
Full Electrification
Plans
Status
In soft-launch
Q1/Q2 general
launch
In phases
beginning Q1
Peninsula Clean Energy
Continuous improvement
Program
Operations
Assess
surveys &
results
Identify
operational
improvements
Plan and
implement
improvements
21 Soft/phased
launch Refine & launch
Includes monitoring technology
developments and customer surveys:
• 1 month: assess program experience
• 6 month: assess product experience
Includes enhancements to:
• Communications
• Service tools
• Products installed
Streamlined Customer
Support
| 22
Peninsula Clean Energy
Superior support with our in-house Contact Center
• Capabilities: Supporting billing inquiries, energy assistance qualifications, program participation, and clean energy education • Timeline: Launched December 10th with a robust team ready to serve
• Status: Post-call satisfaction surveys in place to ensure continuous improvement and build trust across all customer segments 23 Peninsula Clean Energy
Centralized Online Customer Support
• Implemented HappyFox help desk platform to manage incoming emails from info@ and programs@
o Streamline customer inquiries to one combined inbox
o Tickets assigned out to responsible PCE staff to resolve and tracked to completion
o Platform allows for visibility and accountability across teams o Enables customer support team to scale up to meet increased demand from new program offerings
24 Peninsula Clean Energy
Contact Center: Week One Update
25 • 12/10 to 12/17 (6 business days)
o 123 total calls handled (20.5 per day avg)
o 19 Spanish calls, 3 Mandarin
o Retained opt-out customers = 5 (2 in Los Banos)
Initial feedback has been very positive with multiple customers expressing thanks and compliments to our CSA team for their patience and thorough explanation of PCE charges and benefits
Peninsula Clean Energy
Focus for Q1 Success
• Continuous Improvement
o Customer survey responses
o Measured retention performance
o Revise resources to support customer needs
• Refine Call Center SLA Metrics
o Call time length
o Minimize hold times and dropped calls
• HappyFox Utilization
o Expand Knowledgebase article creation
o Continued development of quick reply prompts
o Evaluate resolution rate and response time for online tickets 26 Website Show & Tell
| 27
Peninsula Clean Energy
Redesigned website to enhance engagement
Release 1 launch: Jan 22
Design elements and guiding principles:
• Inclusive: Designed to meet the needs of all customers • Clear and accessible: Simplified navigation and better tools to support ADA compliance and WCAG conformance
• Enhanced search functionality: Easily find discounts, rebates, and incentives • Reinforced brand identity: Updated to build emotional connection through images, storytelling, and showcasing the mission and impact • Future-ready: An architecture that is scalable; a platform with planned tools like decision-making guides and explainer videos
• CX: Learn, shop, support
28 Peninsula Clean Energy
Continuous improvement
29 How we understand customer behavior • How did they come to us, how did they move through the site? Google analytics
• How are they taking in information, scrolling and
spending time? Heatmaps
• Did they take the intended action? Tracking
conversions like forms and downloads
Those insights inform: • Channel mix • Customer journeys • Website (architecture, layout, tools) • Storytelling and new content IDLab Contract Amendment to
Support Marketing Initiatives
Q1 & Q2 2025
Gwen Rose, Director of Marketing
| 30
Peninsula Clean Energy
Brand strategy overview
Key objectives of this cross-departmental move to customer-centricity are:
• Achieving meaningful reductions in greenhouse gas (GHG) emissions through residential electrification
• Enhancing customer retention and engagement
• Expanding PCE’s brand awareness and reputation as a leader in clean energy
31 Peninsula Clean Energy
Setting the foundation
• Brand strategy refresh
• Marketing technology audit
• Implementation of marketing technology
• Social media strategy & playbooks
• Campaign support
• Website
32 Peninsula Clean Energy
How customers experience our name
33 Peninsula Clean Energy
Level set on the name
34 Peninsula Clean Energy
Legal name
PCEA
Acronym used in our legal documents
PCE
Used internally and externally by those who know us
PenCleanEnergy
Used for URLs
Peninsula Clean Energy
Limitations of our logo
35 5:1 aspect ratio –
hard to fit in most spaces
Incandescent bulb?
Gas flame? Colors are low contrast–
ADA compliance
20 characters – hard to spell
Recommended 10-15 max
8 syllables –
hard to say
Recommend 4 max
Peninsula Clean Energy
Visual weight – horizontal logo format
36 Peninsula Clean Energy
Hard to spell
37 Peninsula Clean Energy
Marketing initiatives H1 2025
• Website releases: content,
additional functionality,
refinements
• Home Upgrade Services:
marketing strategy, creative
assets
• Brand identity exploration
38 PROJECT ESTIMATED
COST
Website Updates $140,000
Home Upgrade Campaign
Support
$50,000
Naming $125,575
Total contract NTE amount $315,575
Board Members’ Reports
Peninsula Clean Energy
Adjournment
Peninsula Clean Energy