Restore After Late Payment - Journey by Brandon Wood

Reconnect After Late Payment Journey Redesign Update – Sept 2021

Reconnect After Late Payment From the Customer’s Perspective

• Customers may feel a loss of control and experience a range of possible emotions such as anger, embarrassment, guilt, and panic. • While in this emotional state, customers navigate multiple steps to reconnect service: • a) contacting the utility • b) pulling funds together • c) making a payment • d) scheduling the reconnect • After making a payment, customers nervously wait for the service reconnection. • Their personal crisis is not over until the power is back on.

I wanted to know if someone can give me a timeframe of reconnection. I have a 2-year-old who needs to have items connected throughout the night and it’s really urgent for us to have electricity. Please help! - Dominion Energy customer on Facebook 3

Approach

We assembled a cross-functional team of experts representing various groups that impact the ‘Restore After Late Payment’ customer journey Sprint team

Project leadership

Danielle Harris Supervisor, Training & Dev. Contact Center

Elisabeth Thomson Manager, CS Anal. & Quality Control Envision Tomorrow

Margaret Saba Senior Comms. Specialist Comms.

Theresa Harvey Supervisor, Credit Credit

Robert Stinnett Manager, Constr. & Ops. Constr. & Ops.

Gary Brochetti Manager, Electric Distribution Ops. Constr. & Ops.

Sylvia White Design Supervisor Regional Ops. Centers

Leslie Decker Supervisor, Metering FS Metering

Tibe Bassey VP, Customer Experience

Frank Hinckle GM, Customer Service

Robert Locke VP, Distribution Operations

Tim Winsky Manager, Cust. Relations & Policy Team Lead

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201027 - Dominion CX - Agile O ...

We applied the DE Journey Redesign approach with each Sprint focused on specific activities and outputs

OUTPUT S

Customer Journey Mapping

Generate Ideas

Prioritize Ideas

Key Customer Insights

Prioritized Actions for Redesign

(e.g. Unmet Needs, Pain Points, Gaps, & Opportunities)

Value Proposition Estimates Progress to Date

Create Solution Prototypes

Test & Learn Feedback Loops

Validated Prototypes Training Plan & Metrics

SPRINT 4 – DELIVER Sponsor Feedback

Journey Research & Analytics

Post-Moratorium 2021

SPRINT 3 – DEVELOP Sponsor Feedback

KEY ACTIVITI ES

SPRINT 2 – DEFINE

SPRINT 1 – DETECT Sponsor Feedback

PHASES

January 2021

December 2020

November 2020

Pilot Solutions

Scale Implementation

Customer Value Business Value 6

The team drew Quantitative & Qualitative Insights from a range of data sources, to understand the Customer & Business opportunity • NPS Prism: Analyzed “Voice of Customer’ feedback and journey performance data • Call Recordings: Analyzed 12 reconnect customer call recordings (10 from Q4 2019 Virginia reconnections and 2 from November 2020 NC reconnections) • Internal Interviews and Focus Groups: Interviewed Dominion Energy employees individually and in teams to understand customer needs, past efforts, and lessons learned • Customer Communications: Reviewed all external communications to customers related to this journey • Operational Metrics: Reviewed reconnect data

Restore After Late Payment = Moment of Truth Customer Journey First DEV lagged Contact the journey Resolution NPS leader 30% vs. by 12 Points Peers 40%

• Regulatory Intelligence: Identified and consolidated all regulatory considerations and challenges related to this journey 7

We mapped the ‘Reconnect after Late Payment’ journey from the Customer’s perspective to drive alignment on pain-points and opportunities Non-Payment

Customer Receives Written Notice of Arrears in Bill

Pain Points & Insights

‘Pay by mail’ is the first payment option listed in disconnection notices to customers, even though it is the only non-instant payment option accepted by DE

Blue = Customer Touchpoints

Service Disconnect

Notice

Payment

Customer Calls DE to Resolve

Customer Customer Receives Does Not Pay Automated After Notices Calls from DE Customer’s Service Disconnecte d

Service Reconnection

Customer Schedules Reconnectio Customer n Makes Payment

Customer Awaits Reconnectio n

~60% end up in voicemail, and ~30% are unsuccessful connections = Truck Roll

In VA: At time of service disconnect, no notice provided to customer Positive CX

Robocalls not driving quick action to avoid disconnect

Customer’s Service Restored

Current script includes providing all reconnect options versus customer’s reconnect preferences

Negative CX

Customers paying by phone required to call back to schedule reconnect.

Magnitude -

Inconsistent communication if service not restored by the provided time

In 2019, ~30% of reconnect requests between 9PM and 7AM unsuccessful compared to 3% unsuccessful during regular hours Service remains disconnected if unable to access meter.

Enhancements to test with customers post-moratorium Clear and proactive customer communications

Customer Pain Point

1) Revise robocall messages to enhance clarity and remove duplicate information. Next Steps: Launch Post- Moratorium and test for a min. of 3 months in NC & VA Measurement: Compare prevs. post-change data provided by vendor - # of answered, hang ups, message left, payments made, etc.

Robocalls not driving quick action to avoid disconnect

2) Reorder payment options to move online payment and pay by phone to the top Next Steps: Create a CWR; IT Group prioritizes CRW Request; Bill is changed Measurement: Compare the increase in self-service payments

First option (pay by mail) is the only non-instant payment option, resulting in a longer time to get reconnected.

~60% end up in voicemail, and ~30% are unsuccessful connections

Reduced Customer Effort 3) Revise agent script to avoid providing duplicate or excess amounts of information Next Steps: Update KM and Gateway; Brief Agents; Launch Post- Moratorium and test for a min. of 6 months in NC & VA Measurement: Focus group with frontline agents; Review and grade call samples

‘Set and met’ reconnect time expectations 4) Add appointments to meter orders to prioritize after-hours reconnections requests before noon (the next day) Next Steps: Brief schedulers and meter servicers; Launch Post- Moratorium and test for a min. of 6 months in NC & VA Measurement: Compare prevs. post-change success rate of reconnect orders

Current script includes providing all reconnect options versus customer’s reconnect preferences

In 2019, ~30% of reconnect requests between 9PM and 7AM unsuccessful compared to 3% unsuccessful during regular hours

Areas for future enhancements Clear and proactive customer communications At time of service disconnect, no notice provided to customer

Reduced Customer Effort Customers paying by phone required to call back to schedule reconnect.

‘Set and met’ reconnect time expectations Inconsistent communication if service not restored by the provided time

Service remains disconnected if unable to access meter.

‘Journey Redesign at DE’: lessons learned to date Key elements

Lessons learned

Team

Fully dedicated team members would enable faster speed to output and likely drive additional value for the organization

Customer feedback

Opportunity to more actively seek out the customer perspective and feedback vs. relying on employee experience

Test and learn

Certain elements of the process will require culture change (e.g., empowering teams, embracing test and learn mentality)

Sponsor engagement

Additional value is unlocked by engaging all sponsors throughout the entire process vs. a final read out

Next Steps • Post-Moratorium Testing: Immediate enhancements are ready for testing and measurement at the appropriate moment once the disconnect moratoriums in North Carolina & Virginia are no longer in place. • Future Enhancements: Work will continue on examining the ideas brainstormed by the team. • Lessons Learned: The lessons will be incorporated into future journey redesign efforts. • Reports Outs & Communications: • Executive presentations • CSO debriefs 12

Appendix

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robocalls

Current Paint Points

Goal • Streamline and improve robocall scripts to deliver a clear, concise message to our customers

• Long, extensive messaging • Duplicate, unnecessary information • Hard to digest • Confusing

Plan, Prototype & Test

Proposed Changes • Rearrange and tighten message to deliver key points up front • See following slides for proposed drafts

• Test for a min. of 6 months in NC & VA • Launch TBD

Measure • Compare prevs. post-change data provided by vendor - # of answered, hang ups, message left, payments made, etc.

Stakeholder Review & Approval: Frank Hinckle, Jason Holland, Cory McCann, Kate Waller and Michael Drayer 14

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robo Calls

VA Residential – Pick up

Current

Proposed

This is an urgent message from Dominion Energy. Our records indicate that the electric account associated with this telephone number is subject to disconnection for a delinquent balance. If payment has already been made, please disregard this reminder and accept our thanks. If not, please listen carefully to the following options to make a payment today and avoid disconnection of service. You may go online and make a payment today at www.dominionenergy.com. Please sign in or register at Manage Account to pay online, view payment locations or to apply for payment arrangements. Please have your account number ready. You may also make a payment now by debit card, credit card or electronic check. A convenience fee of $1.65 per transaction applies. To make a payment now by debit card, credit card or electronic check, please press 1. {note: trfr to Paymentus} Your local department of social services may also have Energy Assistance available, press 2 now for more information. {note: trfr to 211} For additional payment options, press 3 now {note: trfr to IVR self-service}. To opt out of these calls please press X. We appreciate your business and thank you for your prompt attention to this matter.

This is an urgent message from Dominion Energy. Our records indicate that your electric service will be disconnected due to an overdue balance. If you have already made payment, please disregard this message. If you still need to take action to avoid disconnection, please go to www.dominionenergy.com to make a payment, view payment locations, or apply for payment arrangements. To make a payment now by debit card, credit card or electronic check, press 1. A convenience fee of $1.65 per transaction applies {note: trfr to Paymentus}. For additional payment options, press 2 {note: trfr to IVR self-service}. To learn about Energy Assistance options available from your local department of social services, press 3. We appreciate your business and thank you for your prompt attention to this matter. To opt out of these calls, please press X.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robo Calls

VA Residential – Answering machine

Current

Proposed

This is an urgent message from Dominion Energy. Our records indicate that the electric account associated with this telephone number is subject to disconnection for a delinquent balance as If payment has already been made, please disregard this reminder and accept our thanks. If not, please listen carefully to the following options to make a payment today and avoid disconnection of service... You may go online and make a payment today at www.dominionenergy.com. Please sign in or register at Manage Account to pay online, view payment locations or to apply for payment arrangements. Please have your account number ready. To make a payment now by debit card, credit card or electronic check, please call Paymentus at 1-833-2811507. A convenience fee of $1.65 per transaction applies. Your local department of social services may also have Energy Assistance available; you may call 211 for more information. We appreciate your business and thank you for your prompt attention to this matter.

This is an urgent message from Dominion Energy. Our records indicate that your electric service will be disconnected due to an overdue balance. If you have already made payment, please disregard this message. If you still need to take action to avoid disconnection, please go to www.dominionenergy.com to make a payment, view payment locations, or apply for payment arrangements. To make a payment now by debit card, credit card or electronic check, please call Paymentus at 1-833-281-1507. A convenience fee of $1.65 per transaction applies. To learn about Energy Assistance options available from your local department of social services, call 211. We appreciate your business and thank you for your prompt attention to this matter.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robo Calls

NC Residential – Pick up

Current

Proposed

This is an urgent message from Dominion Energy North Carolina. Our records indicate that the electric account associated with this telephone number is subject to disconnection for a delinquent balance. If payment has already been made, please disregard this reminder and accept our thanks. If not, please listen carefully to the following options to make a payment today and avoid disconnection of service. You may go online and make a payment today at www.dominionenergy.com. Please sign in or register at Manage Account to pay online, view payment locations or to apply for payment arrangements. Please have your account number ready. You may also make a payment now by debit card, credit card or electronic check. A convenience fee of $1.65 per transaction applies. To make a payment now by debit card, credit card or electronic check please press 1. {note: trfr to Paymentus} Your local department of social services may also have Energy Assistance available, press 2 now for more information. {note: trfr to 211} For additional payment options, press 3 now {note: trfr to IVR self-service}. To opt out of these calls please press X. We appreciate your business and thank you for your prompt attention to this matter.

This is an urgent message from Dominion Energy North Carolina. Our records indicate that your electric service will be disconnected due to an overdue balance. If you have already made payment, please disregard this message. If you still need to take action to avoid disconnection, please go to www.dominionenergy.com to make a payment, view payment locations, or apply for payment arrangements. To make a payment now by debit card, credit card or electronic check, press 1. A convenience fee of $1.65 per transaction applies {note: trfr to Paymentus}. For additional payment options, press 2 {note: trfr to IVR self-service}. To learn about Energy Assistance options available from your local department of social services, press 3. {note: trfr to 211} We appreciate your business and thank you for your prompt attention to this matter. To opt out of these calls, please press X.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robo Calls

NC Residential – Answering machine

Current

Proposed

This is an urgent message from Dominion Energy North Carolina. Our records indicate that the electric account associated with this telephone number is subject to disconnection for a delinquent balance. If payment has already been made, please disregard this reminder and accept our thanks. If not, please listen carefully to the following options to make a payment today and avoid disconnection of service. You may go online and make a payment today at www.dominionenergy.com. Please sign in or register at Manage Account to pay online, view payment locations or to apply for payment arrangements. Please have your account number ready. To make a payment now by debit card, credit card or electronic check, please call Paymentus at 1-833-281-1507. A convenience fee of $1.65 per transaction applies. Your local department of social services may also have Energy Assistance available; you may call 211 for more information. We appreciate your business and thank you for your prompt attention to this matter.

This is an urgent message from Dominion Energy North Carolina. Our records indicate that your electric service will be disconnected due to an overdue balance. If you have already made payment, please disregard this message. If you still need to take action to avoid disconnection, please go to www.dominionenergy.com to make a payment, view payment locations, or apply for payment arrangements. To make a payment now by debit card, credit card or electronic check, please call Paymentus at 1-833-281-1507. A convenience fee of $1.65 per transaction applies. To learn about Energy Assistance options available from your local department of social services, call 211. We appreciate your business and thank you for your prompt attention to this matter.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robo Calls

Commercial – Pick up

Current

Proposed

This is an important message from Dominion Energy… Our records indicate that the electric account associated with this telephone number is subject to disconnection for a delinquent balance. If payment has already been made, please disregard this reminder and accept our thanks. If not, please listen carefully to the following options to make a payment today and avoid disconnection of service. You may go online and make a payment today at www.dominionenergy.com. Please sign in or register at Manage Account to pay online, view payment locations or to apply for payment arrangements. Please have your account number ready. You may also make a payment now by debit card, credit card or electronic check. A convenience fee of $14.95 per transaction applies. To make a payment now by debit card, credit card or electronic check, please press 1. {note: trfr to Paymentus}. For questions by phone regarding your charges or payment locations, please call 1-888-4290011, Tuesday through Friday between 8am-5pm. To opt out of these calls please press X. We appreciate your business, and thank you for your prompt attention to this matter.

This is an urgent message from Dominion Energy. Our records indicate that your electric service will be disconnected due to an overdue balance. If you have already made payment, please disregard this message. If you still need to take action to avoid disconnection, please go to www.dominionenergy.com to make a payment, view payment locations, or apply for payment arrangements. To make a payment now by debit card, credit card, or electronic check, press 1. A convenience fee of $14.95 per transaction applies {note: trfr to Paymentus}. For questions regarding your charges or payment locations, please call 1-888-4290011, Tuesday through Friday between 8am and 5pm. We appreciate your business and thank you for your prompt attention to this matter. To opt out of these calls, please press X.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre and post disconnect communications Optimize messaging on existing pre and post 1 disconnection notices -> Robo Calls

Commercial – Answering machine

Current

Proposed

This is an important message from Dominion Energy … Our records indicate that the electric account associated with this telephone number is subject to disconnection for a delinquent balance. If payment has already been made, please disregard this reminder and accept our thanks. If not, please listen carefully to the following options to make a payment today and avoid disconnection of service. You may go online and make a payment today at www.dominionenergy.com. Please sign in or register at Manage Account to pay online, view payment locations or to apply for payment arrangements. Please have your account number ready. To make a payment now by debit card, credit card or electronic check, please call Paymentus at 1-833-2811507. A convenience fee of $14.95 per transaction applies. For questions by phone regarding your charges or payment locations, please call 1-888-429-0011, Tuesday through Friday between 8am-5pm. We appreciate your business, and thank you for your prompt attention to this matter.

This is an urgent message from Dominion Energy. Our records indicate that your electric service will be disconnected due to an overdue balance. If you have already made payment, please disregard this message. If you still need to take action to avoid disconnection, please go to www.dominionenergy.com to make a payment, view payment locations, or apply for payment arrangements. To make a payment now by debit card, credit card, or electronic check, please call Paymentus at 1-833-281-1507. A convenience fee of $14.95 per transaction applies. For questions regarding your charges or payment locations, please call 1-888-429-0011, Tuesday through Friday between 8am and 5pm. We appreciate your business and thank you for your prompt attention to this matter.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre disconnect communications 1 Optimize payment options for customers receiving turn off notice

Current Paint Points

Goal • Streamline and improve the order of payment methods for customers to reduce time without power

• First payment option is pay by mail • Pay by mail is the only noninstant way to make a payment

Plan, Prototype & Test

Proposed Changes • Rearrange the list of payment options on turn off notice letters

• Test for a min. of 6 months in NC • Launch TBD

Measure • Compare prevs. post-change data – number of pay by mail payments vs online or phone payments

Stakeholder Review & Approval: Frank Hinckle, Jason Holland, Cory McCann, Kate Waller and Michael Drayer 21

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Provide more effective and consistent pre disconnect communications 1 Optimize payment options for customers receiving turn off notice

Working with communication specialists on Frank’s team to review NC Turn Off Notice copy 22

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Revise frontline agent process and scripts, e.g. 2 Revise agent script to minimize duplicate / excess information

Current Paint Points

Goal • Streamline and improve contact center agent scripts to deliver a clear, concise, conversational message to our customers

• Long, extensive messaging • Duplicate, unnecessary information • Hard to digest • Confusing • Not conversational

Plan, Prototype & Test

Proposed Changes • Rearrange and tighten message to deliver key points up front • Encourage agents to have a conversation • See following slides for proposed drafts

• Test for a min. of 6 months in NC & VA • Update KM and Gateway • Brief agents • Launch TBD

Measure • Focus group with frontline agents • Review and grade call samples

Stakeholder Review & Approval: Jason Holland, Courtney Young, Kate Waller and Frank Shannon 23

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Revise frontline agent process and scripts, e.g. 2 Revise agent script to minimize duplicate / excess information

Before Reconnect

Current Quote Amount to Reconnect:

Quote Amount to Reconnect:

• Notice amount due

• Total to reconnect

• Deposit and installments (if applicable)

• Dominion recommends that customers turn off appliances/equipment which they do not want to be energized when power is restored

• Dominion recommends that customers turn off appliances/equipment which they do not desire to be energized when power is restored • Ensure meter access • Reconnect fees • Payment options and applicable fees

Proposed

• Ensure meter access • Ask Customer: When do you plan to reconnect? Quote applicable reconnect fee • Ask the Customer: How are you going to make your payment? Quote any fees for payment option based on customer response

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Revise frontline agent process and scripts, e.g. 2 Revise agent script to minimize duplicate / excess information

During Reconnect

Current

Proposed

Circuit Breakers Script:

Circuit Breaker Script:

• If circuit breakers have to be off to reconnect, advise the customer of the following: Once the reconnection has been completed by Dominion Energy at the meter, the breakers will need to be turned back on (or fuses replaced). Some locations have a main breaker that is installed at the meter. This would also need to be turned on in order for the power to be on.

• If circuit breakers have to be off to reconnect, advise the customer of the following: “When your power is reconnected, please remember to turn the breakers back on (or fuses replaced)”

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Revise frontline agent process and scripts, e.g. 2 Revise agent script to minimize duplicate / excess information

During Reconnect

Current

Proposed

Meter Access Reconnect No Load Script:

• For safety reasons, all breakers including the main breaker in the panel box must be off or if fuse box, all fuse blocks must be removed from the box. After connection is made, all breakers including main breaker in panel box must be turned back on. All fuses must be replaced.

• “For safety reasons, all breakers in the panel box must be off. If you have a fuse box, all fuse blocks must be removed from the box. After connection is made, all breakers must be turned back on. All fuses must be replaced.”

• Note: If the meter is inside AND access is required, advise the following. o"An adult (18 or older) must be present when work needs to be conducted inside the location and remain until the work is completed." oIf conditions are not met, we can't turn on service and the order will be placed on hold until customer calls back to reschedule. 26

• Note: If the meter is inside AND access is required, advise the following. o"An adult (18 or older) must be present when work is being done at your location and remain until the work is completed. If an adult is not available, we can't turn on service and the order will be placed on hold until customer calls back to reschedule.

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Revise frontline agent process and scripts, e.g. 2 Revise agent script to minimize duplicate / excess information

During Reconnect

Current

Proposed

Meter Access Reconnect with Load Script:

• For safety reasons, we recommend that customers turn off any appliances/equipment which they do not desire to be energized when power is restored.

• “For safety reasons, turn off any appliances or equipment you do not want to be energized when power is restored.

• Note: If the meter is inside AND access is required, advise the following.:

• Note: If the meter is inside and access is required, advise the following:

o "An adult (18 or older) must be present when work needs to be conducted inside the location and remain until the work is completed."

o "An adult (18 or older) must be present when work is being done at your location and remain until the work is completed."

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Revise frontline agent process and scripts, e.g. 2 Revise agent script to minimize duplicate / excess information

During Reconnect

Current

Proposed

Additional Reconnect Scripting:

• You are reconnecting service at (Service Address).

• I am issuing your order to reconnect.

• You can be contacted on (Contact Phone Number).

• A reconnection charge of (Applicable Reconnect Charge) will be billed on your next statement.

• A reconnection charge of (Applicable Reconnect Charge) will be billed on your next statement. • For safety reasons, Dominion Energy recommends that you turn off any appliances/equipment that you do not desire to be energized when power is restored.

• Advise customer: "Please make sure there is nothing preventing us from physically getting to the meter including dogs and locked gates."

• Advise customer: "We need to work your order safely. Please make sure there is nothing preventing us from physically getting to the meter including dogs and locked gates."

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

More consistently adhere to the reconnect time we commit to customers, e.g. 3 Add appointments to meter orders

Current Paint Points

Goal • Increase the number of successfully worked reconnect orders received afterhours (9 p.m. to 6 a.m.) by noon the following day

• Orders received afterhours are successfully completed ~70% of the time as compared to a ~97% success rate during the day

Plan, Prototype & Test

Proposed Changes • Add appointments to all reconnect orders with a noon ETR • See following slide for example

• Test for a min. of 6 months in NC & VA • Brief schedulers and meter servicers • Launch TBD

Measure • Compare prevs. post-change success rate of reconnect orders

Stakeholder Review & Approval: Elijah Stewart, Frank Shannon and Sharon Edwards 29

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

More consistently adhere to the reconnect time we commit to customers, e.g. 3 Add appointments to meter orders

OFS Mobility List View

This information is confidential; it is not to be relied on by any 3rd party without written consent. For planning purposes only.

DAL

201216 - Dominion CX - Sprint ...

Areas for future enhancements Team Brainstorm Results

Clear and proactive customer communications • Idea 1: Adopt new disconnection notice channels – such as agent-based calls, emails and/or texts 24 hours before and after disconnection

Customer Pain Point At time of service disconnect, no notice provided to customer

• Idea 2: Test other creative channels to educate customers of payment options and process – such as social media, commercials, and YouTube tutorials

Reduced Customer Effort • Idea 3: Minimize or eliminate the need for re-authentication when switching from agent to Paymentus to IVR

‘Set and met’ reconnect time expectations • Idea 4: Proactively call or text customers to inform of reconnect delays or roadblocks (vs. leaving the burden on customers)

Customers paying by phone required to call back to schedule reconnect.

Inconsistent communication if service not restored by the provided time Service remains disconnected if unable to access meter.