Serving our customers Transportation Electrification 2018 Update Project overview • Value to Tacoma Power Transportation • Value to customers Electrification • City Council’s support of transportation electrification Resolution 40016 • Directs TPU and General Government to collaborate • Report back November 2018 • Operate under a cross functional governance structure Project Teams • Implement programs to encourage EV adoption Page 2 11/6/2018 The transportation electrification cross functional team Tacoma Power Steering TPU Committee Functional Coordination City of Groups: Project Committee Tacoma: • Market Dev. • Public works Manager (Responsible for • Legal • Planning and development Resolution 40019) • Purchasing • Environmental services • Gov. Affairs • Fleet Implementation Teams 3rd Party EV Public Electric Car Charging Port Elect. Charging Discount Rate Investments Residential Shore Power Electric Right of way Charging Rate School Bus charging Study EV Vanpool and EV Education EV Strategic Legislative Campus and Document Advocacy Charging Outreach (Road Map) Page 3 11/6/2018 Responding to the City Council Review of Tacoma Power and General Government efforts Response to Resolution 40016 Recommendations for council action 4 Page 4 11/6/2018 Three recommendations to IPS Increase EV parking Building and land use code changes. requirements Seek legislative Legislative advocacy. solutions Address “Garage Right-of-Way Occupancy code changes. Orphan” Issue Page 5 11/6/2018 Education and outreach • Hosted three electric vehicle Ride and Drive events o About 550 people attended o 130 test drives at each event • Hosted five “EV 101” education events o Partnership with the City • TPU web page dedicated to education and outreach Page 6 11/6/2018 Programs for customers • Residential EV charging study o Learn about charging behavior o Target 100 participants • Electric car discount program o Dealerships provide discounts o City/TPU provide marketing and outreach • 3rd Party EV fast charging rate o Recovery of costs in two part rate o Encourages investment Page 7 11/6/2018 Grants and opportunities • Electric vehicle supply equipment investment o Electrify America, WSDOT, Dept. of Commerce • Volkswagen Settlement Trust o Shore power infrastructure o Electric school buses • Internal TPU efforts o Electric vanpool partnership with Pierce Transit o Expand TPU campus charging Page 8 11/6/2018 Next steps Present DC Fast Residential EV Strategic progress to charging charging Plan IPS Rate study November Early 2019 Page 9 11/6/2018 Serving our customers Thank you 10 Tacoma Public Utilities 2018 Residential Customer Satisfaction Survey Fall 2018 ISO 20252 Certified Research Objectives Objectives Tacoma Public Utilities established the annual Customer Satisfaction tracking research program in 2014 among Residential customers in order to: • Develop a method for assessing customer satisfaction and customer evaluations of the performance of the company to determine priorities for organization actions and investments in operations, training, communications, and product and service offerings. • Provide actionable guidance to help the organization plan programs and initiatives that will be effective in strengthening customer relationships • Give TPU employees, leadership, and policy makers easy access to specific, direct feedback that can be used to identify customer preferences and concerns, plan responses, and monitor performance and progress over time. 2 Methodology • Data was collected via both telephone interviews and self-administered web surveys among Tacoma Public Utilities’ Residential customers. The phone survey was conducted from July 23rd to August 4th, and the web survey was conducted concurrently from July 24th to August 5th, 2018. Customer lists provided by Tacoma Public Utilities were used for both the phone and web surveys. • A total of 401 telephone interviews and 1,004 web surveys were conducted across five customer types. The telephone quotas were set in proportion to their distribution in the TPU residential customer population while the online interviews were weighted to match this distribution: Counts Weighted Phone Web Web Power, Water, and Environmental Services 130 368 322 Power only single-family 92 230 228 Power only multi-family 101 198 248 Water only 44 107 118 Power and Water only 34 101 88 • In proportion to the primary contact phone number type (landline or mobile) provided to TPU by Residential customers, 29% of phone respondents were contacted via their landline phone, and 71% were contacted via their mobile phone. • Tacoma Public Utilities was identified as the study sponsor. • Residential customers were screened and qualified based on the following criteria: - Head or co-head of household who is familiar with their TPU services - Adult, 18 years of age and older. • The sampling error for 401 telephone interviews is +/-4.9% at the 95% confidence level. • The sampling error for 1,004 online interviews is +/-3.1% at the 95% confidence level. 3 Overall Satisfaction: Tacoma Public Utilities All TPU Customers - Phone All TPU Customers - Web 2018 6% 7% 15% 71% 8.1 2018 6% 8% 22% 64% 7.8 n=401 n=1004 2017 5%6% 22% 66% 8.0 2017 7% 7% 22% 63% 7.7 n=400 n=1429 Don’t know/refused %0–4 5% %6-7 %8–10 Mean By Customer Group – Phone (2018) By Customer Group – Web (2018) Power, Water, Power, Water, Env. Services 6% 9% 21% 63% 7.7 Env. Services 8% 11% 25% 56% 7.4 n=130 n=368 Tacoma Power 6% 7% 16% 70% 8.1 Tacoma Power 6% 8% 22% 64% 7.8 n=357 n=897 Tacoma Water 6% 8% 16% 68% 8.0 Tacoma Water 7% 10% 21% 62% 7.6 n=256 n=712 Q2. Overall, how satisfied or dissatisfied are you with Tacoma Public Utilities as a provider of services in your area in general, and not necessarily just those of which you are a current customer or user? Indicate significant differences between the current wave and previous waves. / circles indicate significantly higher/lower percentages for web results versus the 2018 phone results.4 Being well managed All TPU Customers - Phone All TPU Customers - Web 2018 5%7% 10% 17% 60% 7.7 2018 11% 8% 11% 19% 51% 7.4 n=401 n=1004 2017 9% 6% 10% 22% 54% 7.7 2017 11% 8% 11% 21% 49% 7.3 n=400 n=1429 Don’t know/refused %0–4 5% %6-7 %8–10 Mean By Customer Group – Phone (2018) By Customer Group – Web (2018) Power, Water, Power, Water, Env. Services 4%9% 12% 20% 55% 7.4 Env. Services 11% 11% 11% 22% 44% 7.0 n=130 n=368 Tacoma Power 5%8% 10% 17% 61% 7.8 Tacoma Power 11% 8% 11% 19% 52% 7.5 n=357 n=897 Tacoma Water 6% 8% 11% 16% 58% 7.6 Tacoma Water 11% 8% 13% 20% 49% 7.3 n=256 n=712 How would you rate T-P-U’s performance with regard to…? MANAGE. Being well managed Indicate significant differences between the current wave and previous waves. / circles indicate significantly higher/lower percentages for web results versus the 2018 phone results.5 Being a company you can trust All TPU Customers - Phone All TPU Customers - Web 2018 5%7% 16% 70% 8.2 2018 3% 8% 9% 20% 59% 7.5 n=401 n=1004 2017 6% 7% 16% 70% 8.1 2017 5%9% 9% 20% 57% 7.5 n=400 n=1429 Don’t know/refused %0–4 5% %6-7 %8–10 Mean By Customer Group – Phone (2018) By Customer Group – Web (2018) Power, Water, Power, Water, Env. Services 7% 12% 18% 62% 7.7 Env. Services 11% 11% 23% 52% 7.2 n=130 n=368 Tacoma Power 5% 8% 15% 71% 8.2 Tacoma Power 4% 8% 9% 20% 59% 7.6 n=357 n=897 Tacoma Water 6% 9% 18% 66% 8.0 Tacoma Water 9% 11% 21% 56% 7.4 n=256 n=712 How would you rate T-P-U’s performance with regard to…? TRUST. Being a company you can trust Indicate significant differences between the current wave and previous waves. / circles indicate significantly higher/lower percentages for web results versus the 2018 phone results.6 Controlling costs All TPU Customers - Phone All TPU Customers - Web 2018 17% 11% 19% 50% 6.9 2018 19% 13% 26% 37% 6.4 n=401 n=1004 2017 13% 13% 25% 46% 7.0 2017 22% 13% 24% 36% 6.3 n=400 n=1429 Don’t know/refused %0–4 5% %6-7 %8–10 Mean By Customer Group – Phone (2018) By Customer Group – Web (2018) Power, Water, Power, Water, Env. Services 25% 11% 28% 34% 6.1 Env. Services 26% 16% 27% 26% 5.7 n=130 n=368 Tacoma Power 18% 10% 19% 50% 6.9 Tacoma Power 20% 12% 25% 38% 6.4 n=357 n=897 Tacoma Water 20% 12% 20% 45% 6.6 Tacoma Water 20% 15% 26% 34% 6.3 n=256 n=712 How would you rate T-P-U’s performance with regard to…? COSTC. Controlling costs to keep rates low Indicate significant differences between the current wave and previous waves. / circles indicate significantly higher/lower percentages for web results versus the 2018 phone results.7 Having knowledgeable and well-trained employees All TPU Customers - Phone All TPU Customers - Web 2% 2018 5% 5% 9% 78% 8.7 2018 7%5% 8% 17% 62% 8.0 n=401 n=1004 4% 2017 7% 4%10% 75% 8.5 2017 7% 4% 10% 18% 62% 7.9 n=400 n=1429 Don’t know/refused %0–4 5% %6-7 %8–10 Mean By Customer Group – Phone (2018) By Customer Group – Web (2018) Power, Water, Power, Water, Env. Services 3% 7%11% 76% 8.5 Env. Services 7%5% 9% 18% 60% 7.8 n=130 n=368 Tacoma Power 3%5% 9% 78% 8.7 Tacoma Power 7%5% 8% 17% 63% 8.0 n=357 n=897 Tacoma Water 2%7% 11% 76% 8.6 Tacoma Water 8% 6% 8% 18% 61% 7.9 n=256 n=712 How would you rate T-P-U’s performance with regard to…? KNOWLEDG.