pg&e website statistics report to cpuc mar 29, 2012

8/2/2019 PG&E Website Statistics report to CPUC Mar 29, 2012

1/9

BEFORE THE PUBLIC UTILITIES COMMISSIONOF THE STATE OF CALIFORNIA

Application of Pacific Gas and Electric Company for

Authority, Among Other Things, to Increase Revenue

Requirements for Electric and Gas Service and to

Increase Rates and Charges for Gas Service Effective

on January 1, 2003.

(U 39 M)

Application No. 02-11-017

(Filed November 8, 2002)

Application of Pacific Gas and Electric CompanyPursuant to Resolution E-3770 for Reimbursement of

Costs Associated with Delay in Implementation of

PG&Es New Customer Information System Caused

by the 2002 20/20 Customer Rebate Program.

(U 39 E)


(Filed September 6, 2002)

Investigation on the Commissions Own Motion into

the Rates, Operations, Practices, Service and

Facilities of Pacific Gas and Electric Company.

Investigation No. 03-01-012

(Filed January 16, 2003)

WEBSITE IMPROVEMENT REPORT OF

PACIFIC GAS AND ELECTRIC COMPANY

IN COMPLIANCE WITH DECISION 04-05-055


2/9

BEFORE THE PUBLIC UTILITIES COMMISSIONOF THE STATE OF CALIFORNIA

Application of Pacific Gas and Electric Company for

Authority, Among Other Things, to Increase Revenue

Requirements for Electric and Gas Service and to

Increase Rates and Charges for Gas Service Effective

on January 1, 2003.

(U 39 M)


(Filed November 8, 2002)

Application of Pacific Gas and Electric CompanyPursuant to Resolution E-3770 for Reimbursement of

Costs Associated with Delay in Implementation of

PG&Es New Customer Information System Caused

by the 2002 20/20 Customer Rebate Program.

(U 39 E)


(Filed September 6, 2002)

Investigation on the Commissions Own Motion into

the Rates, Operations, Practices, Service and

Facilities of Pacific Gas and Electric Company.

Investigation No. 03-01-012

(Filed January 16, 2003)

WEBSITE IMPROVEMENT REPORT OF


IN COMPLIANCE WITH DECISION 04-05-055

I. BACKGROUND


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II. PURPOSE OF INTERNET IMPROVEMENT EFFORTSAn increasing number of customers continue to use the internet and pge.com to conduct

business. This growing audience of digitally-enabled customers expects useful functionality similar

to that offered by other websites such as those of banks and cellular phone companies. PG&E

continues to improve its website in an effort to increase customer satisfaction with this delivery

channel.

III. STATUS OF IMPROVEMENT EFFORTSIn 2011, PG&E continued with efforts to improve and add to its web-based customer service

features. PG&Es accomplishments in 2011 include the following:

Pge.com My Account Re-Architecture (My Energy launch): PG&E launched the My Energy

application to all pge.com customers. The new account experience provides customers more

granular data with respect to energy usage and costs, and other functionality related to

helping customers make informed energy efficiency decisions.

Enhanced Outage Experience: This effort focused on making the outage map more

accessible through cross-linking within pge.com and providing an expanded screen size for

the outage map for better viewing. In addition, the information that is provided through the

outage map was improved by updating the language to be more friendly and relevant from


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Safety created an online experience for first responders (e.g. police, fire, EMS and others).

The online portal offers first responders enhanced gas transmission maps and relevant safety

content, while also providing an opportunity to register and learn about upcoming safety

workshops and relevant PG&E events.

IV. EVALUATION OF INTERNET IMPROVEMENT EFFORTSCustomer interest in PG&Es online service features continues to grow. The attached table

entitled Annual Report on PG&Es internet website (pge.com) outlines PG&Es continuing

efforts to improve its website in more detail. However, usage totals in the attached table cover from

January through October only since the visit data for November and December 2011 was not

collected. As a result, the percent increase of My Account online users is under represented at

-4.51%. Taking into account the My Account improvements and the historical usage of PG&Es

online tools in November and December, PG&E would expect that the actual percent change was

higher.

As more options regarding rates and services become available, customer expectations for

online service offerings continue to grow. PG&E plans to continue making improvements in its

online services to meet customer needs. In past years JD Power customer satisfaction scores were

typically reported Moving forward the JD Power scores will be replaced by the E Source North


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Questions regarding this report should be addressed to Stacy Walter, whose contact

information is listed below.

Respectfully submitted,

PATRICK G. GOLDENSTACY W. WALTER

By: /s/

STACY W. WALTER

Pacific Gas and Electric Company

P. O. Box 7442

77 Beale Street

San Francisco, CA 94120Telephone: (415) 973-6611

Facsimile: (415) 973-0516

Email: [email protected]

Attorneys for


March 29, 2012
mailto:[email protected]:[email protected]:[email protected]


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Pacific Gas and Electric CompanyAnnual Report on PG&Es Internet Website (pge.com)

Report for Year 2011

1

2011 Enhancement Work to pge.com

Title/Description Res / Bus Work Completed/Customer Benefits

PGE.com (logged-in) My Account Re-Architecture Both Provided customers a wider range of functionality in the logged in state. The implementedre-platformed site gives customers improved access to information about their account(s),especially multiple account customers. The new online tools also include more granularenergy usage data for customers that have a SmartMeter which facilitates more informeddecisions about energy usage and plans to conserve energy in the future.

Enhanced outage map Both Made outage map more visually appealing and more accessible by making it a modal that issimilar to an individual webpage. Also, improved the detail of the outage information byproviding estimated time of restoration, outage cause and other data on a per outage basisfor the zip code view. In addition, added more customer friendly language that describes thecause and status of the outage, making it easier to understand.

Building and renovation improvements Both Added new set of building and renovation webpages on the residential and business areasof pge.com. Developed simple, customer friendly getting started guides detailing the process

required to start and finish building/renovation projects that require PG&E involvement.Added a cost estimator tool that provides customers with a cost estimate for common PG&Econstruction tasks. Added a permit office locator tool using Google Maps to direct customersto the correct municipal office to issue permits, conduct building inspections, and othergovernment approvals. Lastly, provided in-language webpages (Spanish and Chinese) forkey webpages in this content area.

First Responder web portal and non logged-in content Bus Built a non logged-in content area on pge.com that includes First Responder workshopregistrations, safety information and forms to download education materials. In addition,added a logged-in area that provides First Responder users with detailed gas transmissionmaps and other detailed specific safety information designed for First Responders.


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2

2012 Planned Enhancement Work to pge.com

Title/Description Res / Bus Work Planned/Anticipated Customer Benefits

Generation Interconnection web content Both Improve the web content and language detailing the interconnection process to the PG&Eelectric distribution system for customers with self-generation capabilities to ensure thatpge.com is an accurate and central location for retrieving information related tointerconnection.

Planned outages and street light outages Both Add functionality to pge.com (logged-in and non logged-in) to allow customers to view futureand historical planned outage data in both a map and table format. Also, allow customers toreport street light outages through pge.com.

My Energy Improvements Both Numerous improvements to My Energy are planned for 2012. Specifically, the following:- Automated Start/Stop/Transfers (residential only)- Report outages- Notifications/updates for current outages- Improving the online payment process

- Payment Plan reminders- Time of Use (TOU) Enrollment (non-residential only)- Budget Alerts and Bill Estimates- View 36 months of detailed billing and usage history for customers not billed through themain PG&E billing system- High Bill Inquiry- Automated Service Appointments (residential only)- Improved messaging for completed transactions- Improved accessibility for users with visual or auditory access limitations


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3

Website Usage Measures

Measure (Source) 2008 2009 2010 2011 Change fromprior Year

Visits to pge.com (Webtrends) 23,020,790 32,303,875 40,982,082 41,274,232* 0.71%** *Data excludes November and December 2011 My Energy visits**Percent change is lower than anticipated due to the absence ofNovember and December 2011 My Energy visits.

My Account Online log-ins 8,081,458 10,484,144 13,842,965 13,218,664* -4.51%** *Data excludes November and December 2011 My Energy visits**Percent change is lower than anticipated due to the absence ofNovember and December 2011 My Energy visits.

My Account Online enrolled customers 1,959,068 2,829,490** 2,239,365 2,240,083* 0.03% *As part of the My Energy conversion, approximately 650Kcustomer accounts were removed due to inactivity.**Starting in 2009, the methodology for counting enrolledcustomers changed. We now consider an enrolled customer whomay have multiple billing accounts as a single enrolled customeras compared to the prior practice of counting each PG&E billing

account as a separate enrolled customer. This change was madeto facilitate reporting.

Bill payments on pge.com 5,328,196 6,993,471 8,020,873 8,728,617 8.82%

Paperless billing customers* 1,178,273 1,403,870** 1,609,711 1,777,506 10.42% * As of 2008, rather than reporting the incremental growth data,we now track total active customers enrolled in paperless billing.**As noted in the 2010 report, 1,628,165 was originally reportedin the 2009 report and is incorrect because it included a group ofcustomers that were counted twice. As a result, the percentageincrease from 2008 to 2009, as reported in the 2010 report, is19%.

Appointments scheduled and service start/stoprequests conducted online

96,686 120,022 142,683 121,044* -15.17%** *Data excludes November and December 2011 My Energy visits**Percent change is lower than anticipated due to the absence of

November and December 2011 My Energy visits.


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4

*Customer Satisfaction SurveyOverall Satisfaction Results forPG&E Company

SurveyPeriod

SurveyName

Conducted by 2008 2009 2010 2011 Change fromPrevious Year

Bi-

Annual

North

American

Utility

Website

Review

E Source Not a

reporting

year

Rated #5

out of 100 in

North

America

Not areportingyear

Rated #5 out of100 in NorthAmerica

No change

*For previous reporting years, this report also included the JD Power overall satisfaction results for PG&E. Moving forward, the JD Power scores will no l onger be used in this report. Rather,the E Source North American Utiltiy Website Review metric will be the reported benchmark. The E Source metric specifically addresses website performance and is a more precise leadingindicator with respect to the effectiveness of PG&Es ongoing website improvements.

pg&e website statistics report to cpuc mar 29, 2012

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