SDG&E Executive Caroline Winn Receives Prestigious Customer Service Award

  SDG&E Executive Caroline Winn Receives Prestigious Customer Service Award

Emphasis on Technology, Innovation Earns Winn Intelligent Utility Magazine's
2012 Customer Service Leader of the Year Award

PR Newswire

SAN DIEGO, Nov. 13, 2012

SAN DIEGO, Nov. 13, 2012 /PRNewswire/ --Caroline A. Winn, vice president for
customer service and chief customer privacy officer at San Diego Gas &
Electric (SDG&E), received the 2012 Customer Service Leader of the Year award
today from Energy Central's Intelligent Utility magazine for employing smart
grid technology and enhanced customer call center response methods to connect
with customers and better serve their energy needs. With this award, SDG&E
solidifies its position as a national leader in developing innovative ways to
engage customers about how they can use energy more efficiently and play a
vital role in conservation efforts that help the environment.

"To receive this renowned customer service award from one of the leading
publications in the energy industry is something I deeply value and
appreciate," said Winn. "While my name is on the award, this is a testament
to the forward-looking and sustainable stance of San Diego area residents, who
are early adopters of new technology and ready to get involved in energy
efficiency efforts that benefit the region. I'd also like to recognize the
hard work and dedication of all our employees in facilitating this new
approach to energy management and helping our customers at every turn."

Winn received the recognition today as part of the 7^th annual Knowledge,
Innovation, Technology, Excellence (KITE) awards that are presented by
Intelligent Utility magazine at the Knowledge Executive Summit in Houston,
Texas on November 12-14. The event is sponsored by the magazine's parent
company, Energy Central, which is a leading online news and information hub
for the energy industry. The 2012 Customer Service Leader of the Year award
specifically honors Winn for "modernization of SDG&E's contact center,
improving billing accuracy, expanding payment options, and development of new
customer communication channels."

Winn has spearheaded several customer service enhancement efforts at SDG&E,
including transforming the customer contact center from being primarily
focused on billing questions to serving a broader function as the customers'
trusted energy advisor on a variety of subjects. SDG&E personnel are also
expanding beyond phone banks to answer customer inquiries on power outages and
other subjects via social media. This holistic approach to customer service
starts with additional training for SDG&E call center representatives that
emphasizes broad knowledge of available programs and services. This creates a
one-stop-shop for customers that ensures they get the information they need
right away.

In addition to enhanced customer response, SDG&E is partnering with customers
to promote energy efficiency through new technology, including the "Green
Button," an online tool that provides customers with easy access to up to 13
months of their detailed energy consumption data, which allows them to
investigate more deeply how and when they use energy. Instead of waiting to
get a bill at the end of the month, customers are empowered to get more
involved in the way energy is consumed in real time, and take action to find
new ways to conserve. To date, more than 13,500 customers have downloaded
their data using the Green Button.

SDG&E has taken this service a step further by developing "Green Button
Connect My Data," which allows customers to share their energy usage data with
third parties of their choice on an automated daily basis.This opens up a new
market for private companies to offer innovative services to customers that
help them better manage their energy use and conserve. In addition, SDG&E
recently launched the PowerTools app that provides energy usage and other
information to customers in new and exciting ways, including through cell
phones, tablets and personalized web portals.

As the utility works collaboratively with customers and integrates new smart
grid technology, SDG&E also is putting customer privacy first, by developing a
privacy program that offers customers transparency and choice about their
information, as well as carefully safeguarding the energy usage data that is
offered in the Green Button and other platforms. An unassailable principle
for SDG&E is that the utility is the custodian of the customer's energy usage
data and will protect it. Winn is a leading proponent of customer privacy and
earlier this year authored an influential paper with Dr. Ann Cavoukian, the
Information and Privacy Commissioner of Ontario, Canada, on incorporating
Cavoukian's "Privacy by Design" principles into SDG&E's smart grid
initiative. By striving to ensure that this rigorous international standard
for privacy is built into all smart grid customer programs from the start,
SDG&E is taking a leadership role in customer privacy and emphasizing its
integral importance to smart grid roll out efforts.

Winn's award is not the first time SDG&E has been recognized this year for its
innovative customer service and smart grid plan. SDG&E received POWER
magazine's 2012 Smart Grid Award and was named most intelligent utility in the
United States by Intelligent Utility magazine all three years the award was
given. In addition, Winn was recently named one of the 15 most influential
women in the energy industry by FierceEnergy, a leading website that tracks
the latest advances in this field. SDG&E will continue to develop advanced
communications methods for customers and respond effectively to their energy
service needs.

SDG&E is a regulated public utility that provides safe and reliable energy
service to 3.4 million consumers through 1.4 million electric meters and more
than 850,000 natural gas meters in San Diego and southern Orange counties.
The utility's area spans 4,100 square miles. SDG&E is committed to creating
ways to help customers save energy and money every day. SDG&E is a subsidiary
of Sempra Energy (NYSE: SRE), a Fortune 500 energy services holding company
based in San Diego. 

About Energy Central

Energy Central was founded in 1996 to satisfy the global power industry's need
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representatives alike could share ideas and discuss concepts that could alter
the future of electric energy. Energy Central provides groundbreaking
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SOURCE San Diego Gas & Electric (SDG&E)

Website: http://www.sdge.com
Contact: Hanan Eisenman, San Diego Gas & Electric, (877) 866-2066, Twitter:
@sdge
 
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