May 2, 2019

Jenise Osani,Interim Managing DirectorMarketing, Communications and Community Relations

Welcome

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• Established 1923• 2nd largest municipal in Florida, 14th largest

in the U.S. • Electricity, water, chilled water, lighting,

solar • 400,000 accounts• Territory

• Orlando• St. Cloud• Unincorporated Orange and Osceola counties

About OUC – The Reliable One

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Ranked Most Reliable

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• Customers want more control over their energy:

• Cost• Resiliency• Green

• Technology advancements make it possible

Customers Have Been Driving Change

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• Solar

• Storage

• Microgrids

• Electric vehicles

• Home energy management systems

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The Energy Future

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The Reliable OneAnd Sustainable, Too.

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By 2020, we’ll increase our solar portfolio six-fold.

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Electric Guest Car Drive

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Expectations Have Changed

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ME = My Experience

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Click and Track

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From Your Wrist

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• Converted to Digital Meters

• Redesigned Web• Self-service features• Mobile first (responsive

design)

• Upgraded IVR• Self-service features

• Closed OUC walk-in centers

• Added more third-party payment options

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2013: Projects Key to Optimizing the Customer Experience

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Usage Dashboard & Power Pass

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Outage SMS Reporting & Alerts

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Building on DataData

AMI

Rebates

Billing

Programs

Pre Pay

Behavior

Electrification

Analytics

Targeted Marketing

Predictive Value Add

Segmentation

Low Income Bundled Programs

Smart City

Data

Programs & Products

Analytics

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Irrigation Insight

Address Landscape (acres)

Irrigation usage

(Kgal/M)

Kgal per Irrigation

event

Number of irrigation

events a M

SJWMD rec.

(Kgal/M)

% of rec.

Irrigation cost ($/M)

Savings (Kgal/M)

Savings ($/M)

House 1 0.30 49.35 5.09 9.69 36.60 135% 163.90 12.75 67.58House 2 0.29 36.16 4.92 7.35 35.38 102% 93.99 0.78 4.13

Differences 0.01 13.19 0.17 2.35 1.22 33% 69.91 11.97 63.44

House 1 House 2 – grass looks better, 63/month saving

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Communicating to Customers

1 = date of notice, 2 = date of scheduled audit, 3 = work done

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STRATEGIC PLANMission, Vision, Values

Align and BalanceInternalCulture

WHAT CUSTOMERS WANTCustomer Research, Trends

WHAT WE CAN DELIVERSWOT Analysis, Organizational Readiness

REVISE PLANFinalize Focus Areas

CUSTOMER EXPERIENCE ACTION PLAN

CustomerExpectations

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Keep in Mind: Technology & Systems

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Keep in Mind: Riding the Data Wave

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Create Value with Information & Transparency

Blue Sky

1Outage

Reported

2Crews

Dispatched

3Crews Enroute 4

CrewsWorking

5RestorationComplete

OUC – The Reliable OneCrew OPS-405 is on the way!

OUC STORM TRACKER1

AssessingDamage

2PriorityRepairs

3Major Circuit

Repairs

4Large

Repairs

5Isolated

Restorations

OUC – The Reliable OneCircuit 2-15 in Pine Hills being repaired!

INDIVIDUAL INFORMATION SYSTEM INFORMATION

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Watch for It

Jenise Osani

Thanks

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