Board Of Directors
Board Retreat Meeting
October 22, 2026
westlightenergy.org
This meeting will begin shortly. Thank you!
Regular Agenda Items 4-11
Adjournment
Agenda Overview
Call to Order / Roll Call
October 22, 2026
Public Comment for Items not
on the Agenda
Action to Set the Agenda and
Approve Consent Item 1-3
Chair Report October 22, 2026
Marty Medina,
Board Chair
westlightenergy.org
WestLight Energy 4
Chair Report
• Question received after last Board meeting regarding WestLight's process for adding Board agenda items
• The matter isn't agenized tonight, so we can't discuss in any detail • The item will be added to November agenda, in the form of proposed language in Policy 16: "Board and Committee Operations"
• We will clarify and discuss at that time
1) Community Feedback Forum - Successful meeting on 10/8 in San Bruno – Thanks to all who came.
2) Board Agenda Requests
CEO Report
October 22, 2026
Shawn Marshall,
Chief Executive Officer
westlightenergy.org
WestLight Energy 6
CEO Report: General Updates
1) Impact Summit – Thank you!
2) Updated CalEnviro Screen
3) Legislative Briefings
4) Office Move - It's Happening!
WestLight Energy 7
Local Leaders, Lasting Impact Summit - Thank You!
September 20, 2026
The OG Board members and local legislators
WestLight Energy 8
A Good Time Was Had By All!
WestLight Energy 9
2026 Disadvantaged Communities Map for WestLight Energy CalEPA has finalized its 2026 DAC Map:
• The 2026 DAC map uses data and census tracts
from the 2020 US Census.
• Overall, the DAC population in WestLight territory
compared to the 2022 map increased by roughly
5,000 residents.
• Los Banos is now fully in a DAC, which was not
the case previously.
• Some census tracts changed in shape or were split
by the 2020 US Census (e.g. in East Palo Alto).
• These changes should not impact our CPUC
programs since those programs maintain their own
eligibility requirements, but our team will monitor if
changes are made.
Red = 2026 DAC
WestLight Energy 10
Recent Legislator Briefings
Senator
Josh Becker
Assemblymember
Diane Papan
Assemblymember
Marc Berman
WestLight Energy 11
Community Feedback Forum
The next Community Feedback Forum will be held
during the Breathing Room Summit.
The event will explore the latest research on air quality and kitchen electrification.
• When: October 23, 8:30 a.m. – 2 p.m.
• Where: Stanford's Cardinal Hall in Redwood City or
by Zoom
• RSVP: hph.stanford.edu/BRS
Final 2026 CFF in Los Banos - November 16
WestLight Energy 12
Office Move – It's Happening Tomorrow!
PCE Furniture Donated to Half Moon Last Lunch at 2075 Woodside Avenue Bay Highschool
Punch List Walk Thru Tomorrow!
WestLight Energy 13
CEO Report: Community Events
• October 23 – Community Feedback Forum on Health (co-sponsored by Stanford Health), Redwood City • October 24 – Fifth Annual San Mateo County Climate Summit • October 25– Los Banos Chamber of Commerce 4th Annual
Trunk or Treat event
• October 30 – Breaking Barriers Trunk or Treat in Los Banos • Nov 14 – Electric Vehicle Resource Fair in East Palo Alto • Nov 14 – San Mateo County Environmental Youth Summit
• Nov 16 – Community Feedback Forum on Health in Los Banos WestLight Energy 14
Upcoming Public Meetings
In our New Location!
Audit & Finance Committee
• Monday, November 9 at 8:30 a.m.
Executive Committee
• Monday, November 9 at 10:00 a.m.
Board of Directors
• Thursday, November 19 at 6:30 p.m.
CCA State of Play in California
October 22, 2026
CalCCA Interactive CCA Map & Address Lookup:
https://cal-cca.org/cca-map/
CCA Launch Timeline
16 California CCA: By the Numbers
Number of California communities served by CCAs: 229
Number of Counties with CCA: 21 of 58 counties (36%)
Number of Cities/Towns with CCA: 208 of 483 Cities (43%) California Population served by CCAs: 15 Million+ (36%) 17 2026 Percentage of CA Retail Load by Energy
Provider
18 CalCCA’s Vision, Mission & Strategy
VISION
To empower communities to accelerate
the transition to a sustainable clean
energy future.
MISSION
To cultivate a legislative and regulatory environment
that supports the development and long-term
sustainability of Community Choice Aggregation
electricity providers in California.
STRATEGY
Members set CalCCA’s agenda. We address their most pressing issues through proactive advocacy, education and technical guidance, strengthening our collective voice.
KEY FOCUS AREAS
Policy
Advance CCA priorities at the
CPUC, CEC, CAISO and Legislature
through data-driven advocacy.
Communications
Build accurate public
understanding of CCAs and
strengthen CalCCA’s unified voice
for community choice.
Membership
Deliver member benefits and
opportunities to collaborate, share
best practices and improve
operational efficiency.
19 20
What’s on the Regulatory Horizon for 2026–2027?
CPUC
PCIA
MPB refinements; re-vintaging
improvements; possible
indifference framework overhaul
Resource Adequacy
Slice-of-day implementation;
advocacy for greater transactability
IRP
RCPPP framework; CPE
procurement; IOU BPP updates;
compliance & enforcement
ROWE Implementation
AB 825 implementation for IOU
participation; CA rules for RO
markets
Rule 30 / Large Loads
Early IOU data on large loads in
CCA territories; large-load rate
design
Climate Credit
Competitive neutrality and
customer clarity on eligibility &
distribution
DERs
DER value for CCAs; CCA DER
programs with IOUs as distribution
operator
Energization/Interconnection
Faster distribution
interconnections; improved Rule 21
processes
DR / Flexibility / Rate Design
Load flexibility engagement, incl.
real-time pricing systems
PG&E Helms Uprate / GRC
Generation re-vintaging of Helms
Uprate and hydro facilities
CEC
IEPR
Ensure accurate demand forecast, impacting RA and IRP obligations, through CCA input into large load forecasting and mitigation of IOU estimating “known load” distribution interconnections
Load Management Standards
New rulemaking to refine LMS regulations, compliance requirements and timelines CAISO
Interconnection Process
Continued generator
interconnection improvements
RA Modeling & Design
RA rule changes: performance
incentives; backstop authority &
cost allocation; MIC enhancements
CRR Enhancements
Allocation, auction efficiency,
revenue inadequacy, product
definitions
Transmission Planning
Transmission needs driven by
higher IRP requirements and state
policy
Price Formation
BAA-level market power mitigation;
scarcity pricing
Regional Organization
RO tariff development ahead of
the 2028 launch
Seams Issues
Identify and manage seams
between EDAM and Markets+
Demand & DER Integration
Better market participation models
for demand and DERs
Storage Design & Modeling
Outage management, default energy bids and state-of-charge management
21 Here We Go Again... PCIA Rulemaking
2025–Future
TRACK 1
2025
D.25-06-049
RA benchmark
Unified RA market
value
›
TRACK 2
2026
D.26-09-047
Banked RECs
Pre-2019 RECs valued
at $0
›
TRACK 3A
ONGOING
R.25-02-005
Refine the PCIA
MPBs • re-vintaging
›
TRACK 3B
ONGOING
R.25-02-005
Rethink the
framework
Structural alternatives
›
TRACK 4
FUTURE
R.25-02-005
Additional
issues
RA/SOD • ERRA •
volatility
22 CCA LONG-TERM PPA STATS
(Annual announcement: November 2025)
CCA PPAs equate to:
• > Over 21 GW of renewables +
energy storage
• > 9,700 MW operational
• > $48.4 billion committed by CCAs to
build/operate
• Support for 48,000 construction jobs
cal-cca.org/cca-renewable-energy-map-and-list-of-ppas/
24 Aggregate CCA Contracting Exceeds Mid-Term
Reliability Order
25 Projects Face Challenges with Getting Online
26 Procurement Uncertainties
Three sources of uncertainty can change both the target and the path to delivery
MODELED OUTCOME
Inputs and assumptions
Forecasts and timing
Transmission plan
PROCUREMENT
PLAN
01 Model Uncertainty
Results depend on resource costs, fuel costs, demand,
import availability, operating assumptions, retirements, and resource availability.
02 Forecast Uncertainty
Load, electrification, demand response, and project
timing can diverge from the assumptions used in the
model.
03 Transmission-Related Challenges
Deliverability and maximum import capability can
constrain otherwise available resources.
27 1998
Zonal pricing
& ATC
congestion
management
launches
2000
-2001
Western Energy
Crisis: flaws in
zonal congestion
management
2009
Replace legacy
zonal market
with a full nodal
Locational
Marginal Pricing
(LMP)
2014
Western
Energy
Imbalance
Market
(WEIM)
Flexible
ramping
products;
Forecasting
improvements;
variable energy
resource
participation in
markets
Day Ahead
Market
Enhancements
(DAME) and
Extended Day
Ahead Market
(EDAM)
Market Redesign
2013
Market changes
to support
California’s
GHG Cap-and-Trade program
implemented
2004
Implemented
Real-Time
Economic
Dispatch market
2006
Resource
Adequacy
Requirements
2026
Regional Market Expansion
Evolution of Western Energy Markets
Full day-ahead and
real-time market; Nodal
congestion
management;
Congestion Revenue
Rights (CRRs);
security-constrained
unit commitment and
economic dispatch;
Renewable Integration
Zones - NP15,
SP15, and ZP26
ATC-based
congestion
management
Separate day-ahead market
operated by the
California Power
Exchange (PX)
2027 2028
2010
MCE Starts
participating in
CAISO Markets
May + June:
$11.38 million Economic Benefits
Up to 600 MW Energy Transfers
Benefits exceed $9 Billion
28 2027 Policy Watchlist
Affordability, reliability and a fair clean energy transition Affordability & Reliability Lower household costs and strengthen utility oversight while supporting a fair clean energy transition.
Data Center Expansion Manage growing opposition to energy-intensive data centers.
Wildfire Liability Resolve utility liability questions and address the long-term costs of wildfire safety.
Diablo Canyon Address reauthorization, funding and the nuclear plant’s role in grid reliability.
Cap & Invest Navigate continued scrutiny of the current program from the Senate and the political left.
29 What will the Legislative Landscape look like in 2027? Is it better or worse for CCA?
30 Follow the Money…
31 Communications: Energy Policy Explained
Making complex policy issues accessible to the public and our members Press releases Social Media Explainer Webpages
Timely updates explain CalCCA’s
positions and what they mean
for customers.
Poli-CCA: Short videos explain
regulatory and legislative advocacy
in accessible language.
Dedicated pages explain the
problem, proposed solution and
legislative progress.
AB 1761 veto: Sept. 21, 2026
PCIA banked RECs: Sept. 3, 2026
Example: Resource adequacy
Watch and share on social media
cal-cca.org/ab-1761
cal-cca.org/sb-1138
32 CCA Program Highlights
cal-cca.org/programhighlights
2026 Conference & 10-Year Celebration
$$$
34 2027 CalCCA Conference
Save the date!
35 Questions?
WestLight Energy 37
The First 100 Days:
Preparing for a New
State Administration
October 22, 2026
Shalini Swaroop
Chief Operating Officer
westlightenergy.org
Power Procurement
Updates –
Managing Today’s Portfolio, Preparing
for Tomorrow’s Needs (Discussion)
October 22, 2026
Roy Xu
Senior Director of
Power Resources
westlightenergy.org
Agenda
1. From Procurement to Operation
2. Future Procurement Outlook
3. Priorities, Uncertainties & Flexibility
From Procurement to
Operation
Section 01
WestLight Energy’s
Procurement To Date
+ SunZia in
New Mexico
+ Ormat
Portfolio in
California
and Nevada
Shifting Focus to Operation
Effectively managing a growing fleet of
operational assets
Maximize Market Value:
Optimize the market value of operating resources
Achieve Compliance & Internal Targets:
Strategically leverage the resources to meet
regulatory obligations and internal targets
Reduce Costs & Risks:
Minimize overall power supply costs and mitigate
market & portfolio risks.
The “Invisible” Side of Power Resources
Progress Towards
Operational
Excellence
Future Procurement Outlook
Section 02
WestLight’s Current Portfolio
Renewable % 93% 79% 77% 74% 72% 70%
Procurement Dilemma At-a-Glance
MID & LONG-TERM
PROCUREMENT
What Do We Procure?
When Do We Procure?
How Much To Procure?
At What Price?
BALANCING PRIORITIES
HIGHER PRICES
Resource Uncertainties
Scenario 1
• Existing contracted
capacity
Scenario 2a
• New wind and
geothermal
resources available
Scenario 2b
• Only solar + storage
available to procure
NEW WIND Extremely limited availability; federal
permitting challenges
EXISTING WIND Limited & competitive supply; low
compliance value; no additionality benefit
GEOTHERMAL Long development timelines;
geographically constrained
SOLAR Poor portfolio fit; curtailment risk;
significant tariff and tax-credit impacts
COMMON THEMES
Lengthy development and interconnection timelines
Escalating prices
Difficult to plan procurement without cost and timing
certainty
1382 1382 1382
300
39 445
445
0 500
1000
1500
2000
2500
Scenario 1 Scenario 2a Scenario 2b
Example: 2035 Capacity (MW)
Existing capacity New wind
New geothermal New solar
New storage
Prices & Affordability
How will mandates affect
market prices?
State Directives
- Further complicates procurement
2021/2023
MTR Orders
Existing Mandates
2026
New Order
Additional Mandates
Forthcoming
RCPPP
Future Framework
Future Obligations
How much more procurement
will be required?
Resource Eligibility
Which technologies and
contracts will qualify?
Compliance Timing
When will new resources be
required?
CPUC Procurement Requirements
Procurement Uncertainties
Federal Impacts
Federal Tax Credit Rollbacks Accelerated wind and solar tax credit phaseouts increase project costs and development urgency.
Trade Tariffs & Import Restrictions Sections 232 and 301, plus AD/CVD duties, raise equipment costs and sourcing uncertainty.
Bulk-Power System Security Federal restrictions on foreign-sourced grid equipment complicate supply chains and compliance.
BLM & DOE Permitting Hurdles Federal land-use reviews, evolving approval requirements, and environmental permitting uncertainty can delay renewable projects.
Key pressures on renewable energy procurement
Elevated PPA Prices
Current market PPA prices are significantly higher than the prices in WestLight’s existing contracts Priorities, Uncertainties &
Flexibility
Section 03
The Reality of Procurement Trade-offs
A complex landscape of constraints and uncertainties makes achieving competing objectives increasingly difficult.
Recognizing the need to prioritize
objectives and the fact that not
every objective can be maximized
at once
Examine WestLight’s
Internal Targets STRATEGIC PRIORITY | PROCUREMENT
60% Renewables | 2025–2029 ON TRACK
Minimum 60%, with annual incremental gains
100% Annual Renewables | 2030 ON TRACK
Achievable; portion served by PCC-1 RECs
24/7 Hourly Matching FLEXIBLE
Balance hourly matching with cost; ~75% in 2030 (planning basis) Grid Emissions Reduction ONGOING
Operate resources to reduce grid emissions
Cost & Risk Management NEW FOCUS
Strategic procurement to protect customers and WestLight’s financial health; challenged by State procurement orders and federal policies 500 MW of New Renewables | 2030 TO BE DETERMINED
Execute an additional 500* MW by 2030
WestLight Energy 56
Air District Rule 9-6 Joint
CCA Sign-on Letter
October 22, 2026
Blake Herrschaft, PE,
Senior Buildings Engineer
westlightenergy.org
Action Item
WestLight Energy 57
Purpose and Decision Process
Today’s Question
Should WestLight sign the proposed joint-CCA letter supporting the Air District amendments to the water heater rules?
JULY 2026
Draft flexibility
amendments
released
SEPT. 24
WestLight Board
received rule
update
OCT. 22
WestLight Board
Votes whether to
sign on to letter of
support
NOV. 4
Air District Board
expected to
consider rule
amendments
WestLight has provided technical input throughout; it has not taken a policy position.
WestLight Energy 58
• New
• Gas
• Water Heaters
• Tank-type
• Small (under 75 gallon)
• Rule: No NOx required
Narrow Scope Not In Scope
• No requirements if a home is
keeping their equipment
• Most gas equipment out of scope
• Dryers, Cooking, Pools
• Furnaces, tankless water
heaters
Rule 9-6 Scope and Proposed Dates
Important Dates:
• 1/1/2027 - current implementation date
• 1/1/2028 - proposed implementation date
• 1/1/2029 - optional date ( not recommended by staff)
• 2033 - Tankless and large water heaters
WestLight Energy 59
50%
Air District’s Estimate of
buildings choosing to use
exceptions
Exemption Who/What qualifies Limit
Low-income
& mobile homes
At/below 80% of Area Median Income
or enrolled in a listed assistance program
Mobile homes
No end date
Space or electrical
constraints
Space, ceiling-height, or electrical constraints
Small water heaters allowed
One use per address
Time-limited groups Multifamily (5+ units), affordable housing, nonprofit housing co-ops, hydronic systems, and high-demand businesses
Allowed until 2033
Proposed Flexibility
WestLight Energy 60
WestLight Offers a Full Suite of Programs
Up to $5,000 rebate for HPWHs
• Market-rate rebates typically $3,500
• Full-cost coverage for income-qualified customers
0% Loans
Personalized Support
Full-Service Program
• Fixed pricing
• Free whole-home electrification for low-income
• Emergency replacement program
WestLight Energy 61
Proposed Joint CCA Letter Sign-On
The draft letter includes:
1 Adopt amendments and a January 1, 2028 date
Not 2029; allow time for market preparation and public education. 2 Support targeted exemptions
Limit temporary exemptions; periodically review the low-income exemption. 3 Monitor impacts and simplify access
Track costs and exemption use; keep applications fast and multilingual. 4 Commit CCA implementation support
Incentives, contractor training and coordinated outreach.
Should WestLight sign
the proposed letter?
Board Direction
If directed, submit before November 4.
Progress on our
Customer First Approach
October 22, 2026
Gwen Rose,
Director of Marketing and Community Relations
Leslie Brown,
Senior Director of Account Services
Rafael Reyes,
Senior Director of Community Energy Programs
westlightenergy.org
What's Ahead
Board Discussion
What we'll cover
Customer First Overview
Customer Listening
Moving from Insights to Action
Customer First
5-Year Goals
Maintain
participation rate
96%
High ratings for
satisfaction and
confidence; source-specific measures
and targets to be
defined*
*
Increase program
participation rates
200%
Increase brand
awareness across
our service area
60%
Strategic Plan Guiding Principle
WestLight Energy customers are not only the
clients it serves; they are critical partners in the
transition to a clean energy future.
01 Brand Strategy
02 Connected Ecosystem
03 Customer Experience
Customer First Approach Defined
How to better serve customers by shifting frameworks, culture, and strategies
How we help customers
understand who we are,
what we offer, and why it
matters to them.
How our tools,
channels, and teams
work together to
connect customers
with information and
support.
How customers
experience our
services and
interactions, and how
we build trust over
time.
Customer Listening
informs all three
Understand customer needs, bring findings
together, and use what we learn to improve.
01 Brand Strategy
Goal
Bridge the gap between our aspirations and
customer expectations
Challenge
Low awareness and confusion about who we
are, what we do, and how we differ from
PG&E
What we've accomplished
Clear visual system and messaging
frameworks that connect customers to the
shared core values, emotional rewards, and
functional benefits of having WestLight
Energy in the community
02 Connected Ecosystem
Goal
Provide an easy way for customers to take
advantage of our tools and services
Challenge
Disconnected tools and services made it
harder for customers to find information
and get support.
What we've accomplished
Onboard new and improved tools and
processes to reach and support customers
regardless of where they are in their
journey.
Drip, nurture
campaigns
Active Campaign
Chatbot & email
ticketing system
HappyFox
Asset & content
management
Bynder and Wordpress
Audience analysis &
segmentation
BlastPoint
03 Customer Experience
Goal
Provide positive customer experiences and
build long-term relationships
Challenge
Customer feedback was siloed, limiting our
ability to see common needs and respond
consistently
What we've accomplished
Contact Center with expanded program
support, Personalized Support for
electrification, emergency hot water, and
full-service upgrades
Customer Listening
Voice of Customer
We engage with customers
across many departments
Account Services
Calls and emails reveal
customer questions,
challenges, and needs
Programs
Surveys capture
experiences with program
applications, installations,
and outcomes
Community Relations
Community events,
workshops, and focus
groups reveal residents'
barriers and perceptions
Marketing
Email and social media
engagement provide
feedback on interests,
questions, and sentiments
Together, these channels provide a
more complete picture of the customer
experience than any one source alone
Collect feedback from
calls, emails, surveys,
marketing, and
community engagement
activities.
Bring feedback together
01 Apply a shared VoC
tagging framework to
categorize feedback
consistently across
departments.
Organize consistently
02 Analyze feedback within
and across departments
to identify recurring
issues, emerging needs,
and shared challenges.
Identify patterns
03 Turn findings into
opportunities to improve
programs, customer
support, communications,
and engagement.
Generate insights
04 Voice of Customer provides a coordinated approach
By connecting feedback across departments, we can reveal recurring challenges, understand customer experiences at all stages of the journey, and identify opportunities for improvement that may not be visible when each source is analyzed in isolation.
We collect thousands of data points each quarter
Customer contacts
598 info@ emails
1,251 call center
interactions
1489
Emails sent
Rebranding, billing,
programs, energy
savings, and events
374K
Survey responses
Program surveys
months 1 and 6
385
Interactions
Tabling, workshops,
and community
feedback forum
872
ACCOUNT SERVICES PROGRAMS COMMUNITY RELATIONS MARKETING Data points collected in Q2 2026
WESTLIGHT ENERGY
Contact Center Overview
January 1 – September 30, 2026
4,075
TOTAL CALLS
TRACKED
Monthly volume
JAN 441
FEB 529
MAR 548
APR 599
MAY 507
JUN 563
JUL 333
AUG 301
SEP* 271
What the team handled
A broad mix of customer needs — not just Programs
881 BILLING + HIGH BILL
Bill questions, usage, charges and
bill education
351 NEM + CASH-OUT
Solar credits and Check questions
586 GENERAL INFORMATION
Who WestLight is, enrollment and
where to go next
1,434 PROGRAM-RELATED
All program calls combined
109 CUSTOMERS RETAINED
Customers who called considering
opt-out and chose to stay
96 OPT-OUTS (CSAs)
Customers who called and opted
out of our services
TAKEAWAY
Service channel + education layer that helps customers
understand bills, navigate NEM/solar, learn WestLight’s role, access programs, and make informed enrollment decisions.
WESTLIGHT ENERGY
Name Change: What Customers Asked
Customer calls related to the transition from Peninsula Clean Energy to WestLight Energy TAKEAWAY High interest did not translate into meaningful customer loss.
122
TOTAL
TRACKED CALLS
109
CALLS IN JUNE
2 OPT-OUTS
Repeat questions we heard
1 Is anything changing?
Customers wanted
reassurance that service,
billing, rates, autopay,
solar or existing account
settings would remain the
same.
2 Am I being enrolled?
Previously opted-out
customers frequently
called to confirm the letter
did not mean they were
being automatically re-enrolled.
3 Who is WestLight?
Many calls became
education conversations
about our role, generation
vs. PG&E delivery, and
why we are on the bill.
Community Relations
Customer listening and research
Community engagement
Insights from 5,000+ customer
interactions each year through
workshops, focus groups, Community
Feedback Forums, stakeholder
meetings, and public events.
Brand survey
Research on customer awareness,
perceptions, and priorities across San
Mateo County and Los Banos.
77 Persuasion Monitor™- PCE Tracking
Persuasion Monitor - PCE Tracking
Peninsula Clean Energy
Persuasion Monitor
Awareness Favorability
Awareness of PCE improved significantly on all four Persuasion Monitor metrics in both geographies in 2026. This provides a baseline for WestLight brand awareness goals.
Awareness and Familiarity in Los Banos now exceed San Mateo County, with huge gains since 2023.
San Mateo
County
Los Banos
Familiarity
2022 2023 2026 2022 2023 2026 2022 2023 2026
2022 2023 2026 2022 2023 2026 2022 2023 2026
Unaided
Aided
Unaided
Aided
41% 41%
Note: There was a scale change on B3 (Familiarity). The 2026 survey added an option to answer "I have heard of them, but don't know details." These answers were combined with "I am familiar with them" for the Familiarity metric. 78 Perceptions of Peninsula Clean Energy
Perceptions of Peninsula Clean Energy
Correct beliefs are strongest for cleaner energy (58% true) and programs/rebates (48%), but only 39% know PCE is a public not-for-profit agency and 36% that it charges lower rates than PG&E. On the false statement that PCE is owned by PG&E, 44% correctly say false, but 46% are still unsure.
B6. Below are some statements about Peninsula Clean Energy. For each one, please indicate whether you think it is true or false 79 What Matters When Choosing an Energy Provider
What Matters When Choosing an Energy Provider
EA2. If you were choosing a new energy provider, how important would the following factors be in your decision? Low electric rates dominate provider choice (82% very/extremely important).
Energy Provider Importance Factors
Moving from customer
insights to action
Voice of Customer
Customer feedback shaped Home Upgrade Program
Enhanced services to meet customer needs.
How we responded
Personalized Support
Individual guidance on
electrification options, costs, and
planning.
Full-service Home Upgrades
Help with equipment selection,
contractor coordination,
installation, and rebate
paperwork.
"It feels like a daunting task to do the
research to select the right unit, line
up the contractor, schedule the work,
submit the rebate application, etc."
"Before I start, I just want a
ballpark estimate for getting a
heat pump."
"Having a program that makes us
confident...and connects us with equipment
and trusted local contractors could be what it
takes to make us act ."
Challenges
Feedback needs to be taken in context, not always aligned with WestLight Energy strategic aims or capacity.
"I think you
should be raising
the price of gas."
What's ahead
Customer First Approach
Connecting customer information & support
Looking at 2027 and beyond
Targeted campaigns
Forms
Chatbot
Salesforce
CRM
Info@
Emails Phone calls
Live chat
Segmentation
Planned for 2027 After 2027
More relevant outreach, better coordinated support, and less manual work Strengthening customer listening
Today What's next
Customer feedback lives in different systems
and formats. Bringing it together requires
manual work before teams can identify
common themes.
Explore a shared knowledgebase to
bring findings together and retain links
to the original feedback.
Establish regular cross-team review
to interpret findings, agree on actions,
and track results.
Call logs
Inboxes
Surveys
Research reports
Connecting feedback across teams
and making it easier to act
Call logs Inboxes
Research reports Surveys
Shared Insights
WestLight Energy 86
Board Discussion
What should ‘Customer First” mean in practice?
• What decisions should we be willing to reconsider
based on customer feedback?
• What commitments should remain steady even
when customer preferences differ?
• What about when customer preferences,
affordability, climate goals and long-term system
needs do not fully align?
WestLight Energy 87
Board Members’ Reports October 22, 2026
WestLight Energy
Board of Directors
westlightenergy.org
WestLight Energy 88
Thank you for
joining us!
westlightenergy.org