Details for: 3968-E (Part 1 of 1).pdf


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Gary A. Stern, Ph.D.
Managing Director, State Regulatory Operations

March 14, 2019
ADVICE 3968-E
(U 338-E)

PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA
ENERGY DIVISION
SUBJECT: Payment Office Closure Proposal
PURPOSE
Consistent with Decision (D.) 98-07-077,1 Southern California Edison Company (SCE)
hereby submits this request to the California Public Utilities Commission (Commission)
describing SCE’s proposed plan to close 11 payment offices for reasons stated herein.
BACKGROUND
Description of SCE’s Payment Offices
SCE operates payment offices in the following rural districts: Arrowhead, Barstow,
Bishop, Blythe, Catalina, Kernville, Mammoth, Ridgecrest, Shaver Lake, Tehachapi, and
Yucca Valley. These offices only accept payments, but do not conduct any other
customer service transactions.2 SCE serves approximately 15 customers per office, per
day, and 166 collectively across all 11 offices. These in-person bill-pay transactions
represent less than .08 percent of SCE’s 2018 total payment volume for customers in
those 11 districts.3 The payment offices only accept cash, check, and/or money order
payments for customers who pay their monthly bill in person, with about 55 percent of
the payment transactions paid with cash, and about 44 percent paid with a check.4
SCE’s Regulatory Requirements to Close Payment Offices
In 1998, the Commission issued D.98-07-077, which established the following criteria
for SCE to close its payment offices:

1
2
3
4

D.98-07-077, Ordering Paragraph (OP) 4.
Other customer service transactions include service turn-on/off, billing inquiries, etc.
See Appendix A – Customer Usage Data.
Id.

P.O. Box 800

8631 Rush Street

Rosemead, California 91770

(626) 302-9645

Fax (626) 302-6396





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ADVICE 3968-E (U 338-E) -2- March 14, 2019 a. Notices of proposed office closures must be provided by mail, posting, and published notices. Notices must be given 60 days prior to an Advice Letter submittal notifying the Commission of a planned closure. All notices must be multilingual and should include prominent statements regarding payment office closure and the Commission’s 800-telephone number. b. SCE should compile customer responses and include them with the Advice Letter submittal with the Commission. c. Advice Letters must give a 60-day notice of proposed closure and must contain an accurate listing of Authorized Payment Agency (APA) locations to serve areas formerly served by the payment office. d. Advice Letters must demonstrate a rational basis for the closure and no discriminatory impact of closure upon poor, elderly, minority, or rural customers.5 Using these criteria, SCE submitted Advice Letter 1509-E in 2000, informing the Commission of SCE’s plan to close the Twentynine Palms payment office due to low customer usage. The Commission approved the Advice Letter, and it became effective on February 22, 2001.6 In a 2016 Ruling related to SCE’s 2018 General Rate Case Application, the Commission confirmed that SCE’s use of the advice letter process to request Commission approval to close these 11 payment service offices is appropriate.7 SCE’S PROPOSAL TO CLOSE EXISTING PAYMENT OFFICES Consistent with the regulatory requirements contained in D.98-07-077, SCE sets forth the rational basis to close the 11 payment offices. The rational basis includes (a) the continued decline in customer usage of the payment offices; (b) the placement of one or more APAs in the same districts where SCE proposes to close a payment office so customers can continue to conduct in-person payment transactions; (c) the availability of convenient self-service payment options; and (d) SCE’s concern that the cost to keep the payment offices open, in the view of all other facts, is not justified given the other payment options available to customers. SCE also demonstrates that its proposed plan to close the existing payment offices has no discriminatory impact on the poor, elderly, minority, or rural customers. 5 6 7 D.98-07-077, p. 18, and OP4. Letter from Energy Division approved Advice Letter 1509-E on January 18, 2001. See Scoping Memo and Joint Ruling of Assigned Commissioner and Administrative Law Judges, at p. 10, issued December 2, 2016, in A.16-09-001.“SCE’s response is correct. If TURN disagrees with the Commission’s direction to SCE in D.98-07-077, its recourse is a petition to modify that decision.”
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ADVICE 3968-E (U 338-E) -3- March 14, 2019 A. There Has Been a Decline in Use of the Payment Offices SCE is proposing to close its 11 payment offices due, in part, to a continued decline in customer usage since 2011, which SCE believes is a result of customers choosing to use alternative payment options such as self-service payment methods (e.g., on-line bill payment) and the APA network. As shown in Table I below, from 2011 through 2015, SCE experienced a 24 percent decline in payment volumes at the payment offices.8 In 2016, due to the decline in usage, SCE reduced its payment office hours in its 11 districts. As a result, SCE has experienced a 45 percent decline in customer usage of the payment offices from 2016 through 2018.9 Table I SCE Payment Office Volumes by Month 2011-2018 Month January February March April May June July August September October November December Annual Total 2011 2012 2013 2014 2015 24,652 25,059 22,696 21,313 19,010 22,967 22,850 21,153 19,542 18,208 23,796 23,019 21,899 19,706 19,011 22,659 21,894 22,510 17,718 16,860 23,068 22,734 22,271 15,487 15,292 22,427 21,716 19,682 17,051 16,946 21,582 22,188 22,255 19,040 18,202 24,040 24,103 22,084 19,882 17,373 23,711 20,384 21,378 20,395 17,731 22,557 23,391 21,999 19,716 18,175 22,198 22,096 18,559 14,790 15,448 22,311 20,507 20,481 18,998 17,070 275,968 269,941 256,967 223,638 209,326 2016 14,679 8,532 7,693 5,287 4,626 4,849 4,989 5,089 4,468 3,721 3,115 3,425 70,473 2017 3,736 3,509 4,193 3,308 3,312 3,718 3,344 4,387 4,125 4,061 3,185 3,347 44,225 2018 4,056 3,627 3,681 2,900 3,090 3,258 3,231 3,516 3,381 3,495 2,824 1,910 38,969 SCE decreased its payment office hours in 2016. SCE also conducted an analysis of payment volume data from May 2017 through October 2018. As shown in Table II below, of the 165,731 total number of customers in the districts where the payment offices are located, only 12,483, or 7.5 percent, have used a payment office at any point within the 18-month period. Of those, only 2,588 customers, or 1.6 percent used the payment office each month.10 8 9 10 Between 2011 and 2015, 66,642 fewer customers used SCE’s payment offices, which represents approximately a 19 percent reduction from 2011. Between 2016 and 2018, 31,504 fewer customers used SCE’s payment offices, which represents an approximately 45 percent reduction from 2016. See Appendix A for payment office and Authorized Payment Agency usage.
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ADVICE 3968-E (U 338-E) -4- March 14, 2019 Table II Customer Usage by District May 2017 – October 2018 District Arrowhead Barstow Bishop Blythe* Catalina Kernville Mammoth Ridgecrest Shaver Lake Tehachapi Yucca Valley Total Total Number of Service Accounts in District 25,285 18,362 5,577 10,906 2,569 12,559 10,992 25,572 3,086 18,143 32,680 165,731 Percentage of Percentage of Customers Customers Customers Customers in that Used that Used that Used District that Payment Payment Payment Used Payment Office Every Office Office at Least Office at Least Month Every Month Once Once 169 0.7% 23 0.1% 2,891 15.7% 600 3.3% 1,153 20.7% 250 4.5% 0.0% 0.0% 109 4.2% 5 0.2% 698 5.6% 140 1.1% 523 4.8% 45 0.4% 2,698 10.6% 618 2.4% 11 0.4% 0.0% 1,323 7.3% 336 1.9% 2,908 8.9% 571 1.7% 12,483 7.5% 2,588 1.6% * In September 2016, the Blythe Service Center flooded with hazardous waste. Due to the toxic environment, the Service Center employees moved into portable trailers in another part of the SCE facility. For customer health and safety reasons, SCE has closed the payment office until reconstruction is complete (estimated to be August 2020). B. Addition of new APAs in Each of the Rural Districts In each of the 11 districts where a payment office will be closed, SCE has added at least one new APA to the existing APA network.11 APAs are available to customers who want to continue to pay their bills in person or to make their payments in cash, with no administrative fees passed on directly to customers. SCE used the same APA placement criteria as adopted in SCE’s 2009 GRC to add these new APAs. The APAs (including the newly added APAs) have longer business hours (including evenings and weekends) than SCE’s local payment offices, are located in the central, or retail districts of the communities they serve, and do not charge customers to make their SCE bill payments. In addition, the APAs offer other services such as check cashing, processing money orders, and are able to take payments for services provided by companies other than SCE, such as gas, cable, and/or water utilities. Additionally, each APA in SCE’s network is ADA compliant and SCE does not utilize vendors that are 11 The Barstow, Blythe, and Yucca Valley districts each have two APA locations.
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ADVICE 3968-E (U 338-E) -5- March 14, 2019 “payday lenders” consistent with a settlement agreement adopted in SCE’s 2009 GRC.12 Further, payments are immediately posted to customers’ accounts, so customers who make payments are able to reconnect service or avoid disconnection. In short, customers using the new or existing APAs in the districts will not experience a decline in customer service. Additionally, SCE commits that at least one APA will be available at all times in each district and will continue to seek to expand its APA network in these districts where SCE plans to close a payment office. As such, SCE’s network of APAs serve as a reasonable alternative to SCE’s payment offices for those customers who prefer to pay their bills in person. C. SCE has Several Alternative Payment Options Available to Customers In addition to the APAs, SCE has numerous other payment options to meet customer needs. These include: • • • • • • • 12 US Mail: Customers can send a check or money order directly to SCE. Telephone or Online via Credit/Debit Card: Customers can use their credit cards and most ATM/Debit cards to pay their bills via telephone or online; however, a fee of $1.65 is assessed for each payment made. Telephone via QuickCheck: Customers can pay their bill over the phone using their checking account information. This is a “non-enrollment” option and customers do not accrue any service charges to use this option. Online Through Payments Electronic Funds Transfer (EFT): Customers can enroll through their bank as a designated payee. Payments usually reach SCE within 2-5 business days. This payment option is free of charge from SCE. Automatic Deductions/Direct Payment: Customers can elect to have their bills paid through automatic deductions from their checking account every month. Direct Payment is a free service and customers can sign up through My Account on SCE.com or by phone. Pay by Phone: Similar to QuickCheck, customers can pay their bill over the phone using their checking account information; however, enrollment is required, and payments are automatically deducted from customer’s bank account each month. Customers do not accrue any service charges. Electronic Data Interchange (EDI): Commercial customers can pay electronically using this capability, and this is a free service to customers. See D. 09-03-025, pages 325-327 and OPs 26-28 as adopted in A. 07-11-011 on March 12, 2009.
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ADVICE 3968-E (U 338-E) -6- March 14, 2019 D. Payment Offices Are a High Cost Payment Option SCE currently has two in person payment options: the payment office and the APA. SCE incurs various costs specific to operating the payment offices such as employee labor, office supplies, and armored transportation costs. For the payment office, SCE’s 2018 cost per in-person transaction was $4.71 per transaction in 2018, compared to the 2018-recorded cost per in-person transaction for the APAs of $0.60. SCE expects that as customer usage declines, the payment office cost per in-person transaction will continue to increase, which further supports the closure of SCE’s payment offices. For the total cost savings resulting from the closure of the payment offices, please see the Treatment of Cost Savings section. For details on fixed cost data, see Appendix D. SCE’S CUSTOMER EDUCATION AND OUTREACH ACTIVITIES SCE provided notice to customers of the proposed office closures by mail, posting, and publication as required by D.98-07-077. All of these notices were given more than 60 days prior to this Advice Letter submittal. In addition, SCE worked with Commission Staff and key stakeholder groups to incorporate their feedback into this proposal, such as conducting a survey of customers using the payment offices, and providing notice to customers who have used a payment office within the last 18 months instead of 12 months. Appendix B includes an example of the customer notices SCE provided. SCE’s Outreach to Customers in the Rural Districts In November 2018, notices were posted at the payment offices explaining that the local payment offices would close permanently 60 days after Commission approval. Locations and directions for the APAs serving the areas were also provided. Additionally, notices were published in local newspapers and in the Los Angeles Times explaining that SCE was proposing to close the local payment offices. These notices outlined other payment options, how a customer could make public comments, identified upcoming customer workshops, and provided the Commission’s contact information. In November 2018, SCE mailed letters to customers who had used a Payment Office from May 2017 through October 2018. All notices were multilingual and printed in large font for the visually impaired.13 In December 2018, SCE held customer workshops in Yucca Valley, Barstow, Mammoth Lakes, and Tehachapi. The workshops were “open house” style where customers had an opportunity to provide comments, suggestions, feedback about SCE’s proposal to close the payment office. Additionally, customers had the opportunity to get information about their nearest APAs, available alternative payment options, how to create a “My Account” on SCE.com, and sign up for the CARE or FERA programs. Workshop notices were published in local newspapers, and sent via email to the Income Qualified Programs, Disconnections, and Affordability Service Lists. 13 See Appendix B – Customer Notices.
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ADVICE 3968-E (U 338-E) -7- March 14, 2019 SCE Engaged Several Stakeholders to Develop its Proposal From October 2018 through January 2019, SCE engaged several stakeholder groups to obtain input on the development of SCE’s plan for closing the payment offices including customer outreach and communications. These stakeholder groups included the CPUC’s Public Advocates Office (CalPA), Consumer Affairs Branch (CAB), and Energy Division, and stakeholder groups such as TURN and Center for Accessible Technology (CforAT). Based on the stakeholder engagement, SCE incorporated feedback from these key stakeholders. For example, SCE incorporated feedback from CforAT on the customer notices, which allowed SCE to better accommodate customers with vision and hearing disabilities. This feedback also allowed SCE to better place SCE contact information (e.g., in foreign languages, TTY, etc.) on the customer notices. These notices are included in Appendix B. Additionally, CAB recommended that SCE use an 18-month period rather than 12 months to identify customers who had used a payment office at least once in order to expand the customer base receiving the notice of the closures. This resulted in SCE sending more than 2,300 additional notices. Customer Comments Received and SCE’s Responses SCE did not receive any comments via email, US Mail, nor did any customers attend a SCE-hosted workshop. However, SCE received one comment via its Interactive Voice Response (IVR) from a customer who expressed concern about the proposed office closure.14 This customer did not include his contact information, and SCE was not able to speak with the customer to address his concerns. Customers Surveyed at Payment Offices Incorporating input received by the Energy Division in November 2018, SCE surveyed customers who came in to a SCE office to pay their bill and asked why they still used the offices. SCE captured 185 customer comments from mid-November 2018 through the first week of January 2019, at the Arrowhead, Barstow, Bishop, Kernville, Shaver Lake, Tehachapi, and Yucca Valley payment offices. Of those customers surveyed, most said they pay their bill at a SCE payment office because they like/prefer the interaction with SCE, some customers stated that it was out of preference/convenience, some stated that they did not have Internet and/or a phone to make a payment, that customers voiced that they visited the SCE payment office out of routine/habit, and some customers visit a SCE payment office because they like to pay in cash.15 SCE’s Response to Customer’s Concerns Overall, SCE learned that customers who use the payment offices prefer personal interaction with SCE employees, and find paying in person convenient. In response, SCE educated its customers about the service provided by the APAs. Specifically, 14 15 See Appendix C - Customer Comments and Survey Responses. Id.
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ADVICE 3968-E (U 338-E) -8- March 14, 2019 customers will receive in-person interaction at the APAs and can conduct the same transactions. In response to the customers who had APA issues when surveyed, SCE employees reminded customers that APAs were open longer hours, were in retail/commercial locations, and that they do not charge transaction fees. Additionally, if SCE receives complaints about an APA, SCE will send representatives to the APA location(s) to confirm the location is safe and/or if systems operational and functional. For example, when SCE received feedback from a customer that they could not get a receipt after their payment was made because a Barstow APA’s machine was down; SCE met with the storeowner and confirmed that the APA’s system was operational and that the customer’s payment was made. SCE has since advised customers that the APAs in the Barstow region and across SCE’s APA network are all operational and functional. SCE’S PROPOSAL HAS NO DISCRIMINATORY IMPACT As show in Table III below, of the customers that use the payment offices, less than two percent self-identify as elderly, seven percent disabled, and 31 percent are CARE customers.16 This represents approximately three percent of the population of these districts. The closure of these payment offices does not have a discriminatory impact on the customer service provided to rural, elderly, or low-income customers. As discussed, all SCE customers will be able to pay their bills at the APAs throughout SCE’s service territory, which are ADA compliant and do not charge fees. In addition, all customers have 24-hours a day, seven days a week to access SCE’s Customer Communication Center, and online at SCE.com and can take advantage of the numerous other self-service payment options described previously. 16 Low-income customers that are enrolled in the California Alternative Rates for Energy (CARE) program receive a 30-35 percent discount on their electric bills, based on total household income.
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ADVICE 3968-E (U 338-E) -9- March 14, 2019 Table III Customer Statistics by District May 2017 – October 2017 District Arrowhead Barstow Bishop Blythe* Catalina Kernville Mammoth Ridgecrest Shaver Lake Tehachapi Yucca Valley Total Total Number of Service Accounts in District 25,285 18,362 5,577 10,906 2,569 12,559 10,992 25,572 3,086 18,143 32,680 165,731 Customers in District that Used Payment Percentage of Percentage of Percentage of CARE Elderly Disabled Office at Least Customers Customers Customers Once 169 2% 5% 40% 2,891 2% 8% 34% 1,153 1% 5% 25% 109 0% 0% 8% 698 2% 10% 35% 523 0% 1% 20% 2,698 1% 5% 27% 11 18% 0% 9% 1,323 1% 6% 27% 2,908 2% 10% 38% 12,483 2% 7% 31% * In September 2016, the Blythe Service Center flooded with hazardous waste. Due to the toxic environment, the Service Center employees moved into portable trailers in another part of the SCE facility. For customer health and safety reasons, SCE has closed the payment office until reconstruction is complete (estimated to be August 2020). SCE’s EXPECED DATE OF CLOSURES SCE plans to close the payment offices no sooner than 60 days after the Commission approves this Advice Letter. SCE’S POST-CLOSURE ACTIVITIES Upon approval of this Advice Letter, SCE will continue to have posters and brochures available in each payment office providing customers with information on payment and service options, including the list of the nearest APAs and information on SCE’s website for self-service options. TREATMENT OF COST SAVINGS RESULTING FROM CLOSURES SCE expects the closure of the payment offices in 2019 described herein will result in an annual net cost reduction of approximately $200,000 of Operations and Maintenance
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ADVICE 3968-E (U 338-E) - 10 - March 14, 2019 (O&M) costs in 2020.17 All of SCE’s customers currently bear the costs to operate these payment offices; therefore, SCE proposes that the cost reductions achieved by closing these offices should benefit customers. SCE proposes to credit the distribution subaccount in SCE’s Base Revenue Requirement Balancing Account (BRRBA) $18,181 ($200,000 divided by 11) on an annual basis for each office closed beginning no later than 60 days following the Advice Letter approval. The annual savings will continue to be recorded in BRRBA for each office closed until the cost reduction is included in SCE’s revenue requirement determined in a future General Rate Case (GRC). SCE did not include the payment offices closure forecast net cost reduction in its 2018 GRC Application. COMPLIANCE WITH D. 98-07-077 As demonstrated in Appendix E, SCE has met the requirements established by the Commission in D.98-07-077.18 TIER DESIGNATION Pursuant to General Order (GO) 96-B, Energy Industry Rule 5.2, this Advice Letter is submitted with a Tier 3 designation. EFFECTIVE DATE This Advice Letter will become effective upon Commission approval. NOTICE Anyone wishing to protest this advice submittal may do so by letter sent via U.S. mail, facsimile or electronically, any of which must be received no later than 20 days after the date of this advice letter. Protests should be submitted to: CPUC Energy Division ED Tariff Unit 505 Van Ness Avenue, 4th Floor San Francisco, California 94102 Facsimile: (415) 703-2200 E-mail: EDTariffUnit@cpuc.ca.gov Copies of protests also should be mailed to the attention of the Director, Energy Division, Room 4004 (same address above). 17 18 See Appendix D – O&M Cost Data. See Appendix E – Compliance.
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ADVICE 3968-E (U 338-E) - 11 - March 14, 2019 In addition, protests and all other correspondence regarding this Advice Letter shall be sent to either via E-mail or U.S. mail (and by facsimile, if possible) at the address shown below on the same date it is mailed or delivered to the Commission: Gary A. Stern, Ph.D. Managing Director, State Regulatory Operations Southern California Edison Company 8631 Rush Street Rosemead, California 91770 Telephone: (626) 302-9645 Facsimile: (626) 302-6396 E-mail: AdviceTariffManager@sce.com Laura Genao Managing Director, State Regulatory Affairs c/o Karyn Gansecki Southern California Edison Company 601 Van Ness Avenue, Suite 2030 San Francisco, California 94102 Facsimile: (415) 929-5544 E-mail: Karyn.Gansecki@sce.com There are no restrictions on who may submit a protest, but the protest shall set forth specifically the grounds upon which it is based and must be received by the deadline shown above. In accordance with General Rule 4 of GO 96-B, SCE is serving copies of this advice submittal to the interested parties shown on the attached GO 96-B, A.14-11-007 et al, A.16-09-001, R.18-07-005 and R.18-07-006 service lists. Address change requests to the GO 96-B service list should be directed by electronic mail to AdviceTariffManager@sce.com or at (626) 302-3719. For changes to all other service lists, please contact the Commission’s Process Office at (415) 703-2021 or by electronic mail at Process_Office@cpuc.ca.gov. Further, in accordance with Public Utilities Code Section 491, notice to the public is hereby given submitting and keeping the advice submittal at SCE’s corporate headquarters. To view other SCE Advice Letters submitted with the Commission, log on to SCE’s web site at https://www.sce.com/wps/portal/home/regulatory/advice-letters.
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ADVICE 3968-E (U 338-E) - 12 - March 14, 2019 For questions, please contact Nicole Holliman at 626-302-4617 or by electronic mail at nicole.holliman@sce.com. Southern California Edison Company /s/ Gary A. Stern Gary A. Stern, Ph.D. GS:nh:cm Enclosures
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ADVICE LETTER SUMMARY ENERGY UTILITY MUST BE COMPLETED BY UTILITY (Attach additional pages as needed) Company name/CPUC Utility No.: Southern California Edison Company (U 338-E) Utility type: ELC GAS PLC HEAT ELC = Electric PLC = Pipeline WATER Contact Person: Darrah Morgan Phone #: (626) 302-2086 E-mail: Darrah.Morgan@sce.com E-mail Disposition Notice to: AdviceTariffManager@sce.com EXPLANATION OF UTILITY TYPE GAS = Gas WATER = Water HEAT = Heat (Date Submitted / Received Stamp by CPUC) Tier Designation: 3 Advice Letter (AL) #: 3968-E Subject of AL: Payment Office Closure Proposal Keywords (choose from CPUC listing): Compliance AL Type: Monthly Quarterly Annual One-Time Other: If AL submitted in compliance with a Commission order, indicate relevant Decision/Resolution #: Decision 98-07-077 Does AL replace a withdrawn or rejected AL? If so, identify the prior AL: Summarize differences between the AL and the prior withdrawn or rejected AL: Confidential treatment requested? Yes No If yes, specification of confidential information: Confidential information will be made available to appropriate parties who execute a nondisclosure agreement. Name and contact information to request nondisclosure agreement/ access to confidential information: Resolution required? Yes No Requested effective date: No. of tariff sheets: -0- Estimated system annual revenue effect (%): Estimated system average rate effect (%): When rates are affected by AL, include attachment in AL showing average rate effects on customer classes (residential, small commercial, large C/I, agricultural, lighting). Tariff schedules affected: None Service affected and changes proposed1: Pending advice letters that revise the same tariff sheets: None 1 Discuss in AL if more space is needed. Clear Form
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Protests and all other correspondence regarding this AL are due no later than 20 days after the date of this submittal, unless otherwise authorized by the Commission, and shall be sent to: CPUC, Energy Division Attention: Tariff Unit 505 Van Ness Avenue San Francisco, CA 94102 Email: EDTariffUnit@cpuc.ca.gov Name: Gary A. Stern, Ph.D. Title: Managing Director, State Regulatory Operations Utility Name: Southern California Edison Company Address: 8631 Rush Street City: Rosemead Zip: 91770 State: California Telephone (xxx) xxx-xxxx: (626) 302-9645 Facsimile (xxx) xxx-xxxx: (626) 302-6396 Email: advicetariffmanager@sce.com Name: Laura Genao c/o Karyn Gansecki Title: Managing Director, State Regulatory Affairs Utility Name: Southern California Edison Company Address: 601 Van Ness Avenue, Suite 2030 City: San Francisco State: California Zip: 94102 Telephone (xxx) xxx-xxxx: Facsimile (xxx) xxx-xxxx: (415) 929-5544 Email: karyn.gansecki@sce.com Clear Form
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ENERGY Advice Letter Keywords Affiliate Direct Access Preliminary Statement Agreements Disconnect Service Procurement Agriculture ECAC / Energy Cost Adjustment Qualifying Facility Avoided Cost EOR / Enhanced Oil Recovery Rebates Balancing Account Energy Charge Refunds Baseline Energy Efficiency Reliability Bilingual Establish Service Re-MAT/Bio-MAT Billings Expand Service Area Revenue Allocation Bioenergy Forms Rule 21 Brokerage Fees Franchise Fee / User Tax Rules CARE G.O. 131-D Section 851 CPUC Reimbursement Fee GRC / General Rate Case Self Generation Capacity Hazardous Waste Service Area Map Cogeneration Increase Rates Service Outage Compliance Interruptible Service Solar Conditions of Service Interutility Transportation Standby Service Connection LIEE / Low-Income Energy Efficiency Storage Conservation LIRA / Low-Income Ratepayer Assistance Street Lights Consolidate Tariffs Late Payment Charge Surcharges Contracts Line Extensions Tariffs Core Memorandum Account Taxes Credit Metered Energy Efficiency Text Changes Curtailable Service Metering Transformer Customer Charge Customer Owned Generation Mobile Home Parks Name Change Transition Cost Transmission Lines Decrease Rates Non-Core Transportation Electrification Demand Charge Non-firm Service Contracts Transportation Rates Demand Side Fund Nuclear Undergrounding Demand Side Management Oil Pipelines Voltage Discount Demand Side Response PBR / Performance Based Ratemaking Wind Power Deposits Portfolio Withdrawal of Service Depreciation Power Lines Clear Form
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Appendix A  Customer Usage  Payment Office Volumes by Month ..............................................................................A-2  SCE Payment Office Customer Usage Data ................................................................A-3  Elderly, Disabled, and CARE Customers .....................................................................A-3  APA Payment Volumes ................................................................................................A-4  Payment Type Breakdown ...........................................................................................A-5  SCE Payment Offices and Authorized Payment Agencies ...........................................A-6  A-1
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Payment Office Volumes by Month SCE 2011-2018 Month 2011 2012 2013 2014 2015 January 24,652 25,059 22,696 21,313 19,010 February 22,967 22,850 21,153 19,542 18,208 March 23,796 23,019 21,899 19,706 19,011 April 22,659 21,894 22,510 17,718 16,860 May 23,068 22,734 22,271 15,487 15,292 June 22,427 21,716 19,682 17,051 16,946 July 21,582 22,188 22,255 19,040 18,202 August 24,040 24,103 22,084 19,882 17,373 September 23,711 20,384 21,378 20,395 17,731 October 22,557 23,391 21,999 19,716 18,175 November 22,198 22,096 18,559 14,790 15,448 December 22,311 20,507 20,481 18,998 17,070 Annual Total 275,968 269,941 256,967 223,638 209,326 SCE decreased office hours in 2016 2016 14,679 8,532 7,693 5,287 4,626 4,849 4,989 5,089 4,468 3,721 3,115 3,425 70,473 2017 3,736 3,509 4,193 3,308 3,312 3,718 3,344 4,387 4,125 4,061 3,185 3,347 44,225 2018 4,056 3,627 3,681 2,900 3,090 3,258 3,231 3,516 3,381 3,495 2,824 1,910 38,969 Rural Authorized Payment Agencies 2011-2018 Month 2011 2012 January 7,038 6,826 February 6,698 5,039 March 7,142 5,146 April 6,818 4,507 May 6,552 4,444 June 6,764 4,398 July 6,603 4,120 August 7,026 4,861 September 7,147 4,243 October 6,734 4,925 November 6,806 4,944 December 6,959 4,622 Annual Total 82,287 58,075 SCE decreased office hours in 2016 2013 4,904 4,863 5,096 5,045 5,266 4,626 5,121 5,495 4,901 5,385 5,138 4,939 60,779 2014 5,354 5,216 5,068 4,325 4,057 4,257 4,825 5,058 5,013 4,916 3,818 4,535 56,442 A-2 2015 4,824 4,716 4,726 4,449 3,863 4,140 4,525 4,493 4,455 4,762 4,159 4,700 53,812 2016 5,147 7,224 7,845 6,983 5,643 6,522 6,858 8,165 8,554 7,749 7,039 7,517 85,246 2017 4,146 4,059 5,049 4,037 3,800 4,344 4,449 4,889 4,745 4,758 4,252 4,438 52,966 2018 4,618 3,967 4,052 3,740 3,969 4,164 4,564 5,281 4,625 4,456 3,472 3,542 50,450
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SCE Payment Office Customer Usage Data May 2017 – October 2018 District Arrowhead Barstow Bishop Blythe* Catalina Kernville Mammoth Ridgecrest Shaver Lake Tehachapi Yucca Valley Total Total Number of Service Accounts in District 25,285 18,362 5,577 10,906 2,569 12,559 10,992 25,572 3,086 18,143 32,680 165,731 Customers Customers in that Used District that Payment Used Payment Office Office at Least Every Month Once 169 23 2,891 600 1,153 250 109 5 698 140 523 45 2,698 618 11 1,323 336 2,908 571 12,483 2,588 Percentage of Percentage of Customers Customers Customers that Used that Used that Used Payment Payment Payment Office Every Office at Least Office at Least Month Once Once 0.1% 146 0.7% 3.3% 2,291 15.7% 4.5% 903 20.7% 0.0% 0.0% 0.2% 104 4.2% 1.1% 558 5.6% 0.4% 478 4.8% 2.4% 2,080 10.6% 0.0% 11 0.4% 1.9% 987 7.3% 1.7% 2,337 8.9% 1.6% 9,895 7.5% * In September 2016, the Blythe Service Center flooded with hazardous waste. Due to the toxic environment, the Service Center employees moved into portable trailers in another part of the SCE facility. For customer health and safety reasons, SCE has closed the payment office until reconstruction is complete (estimated to be August 2020). Elderly, Disabled, and CARE Customers May 2017 – October 2018 District Arrowhead Barstow Bishop Blythe* Catalina Kernville Mammoth Ridgecrest Shaver Lake Tehachapi Yucca Valley Total Total Number of Service Accounts in District 25,285 18,362 5,577 10,906 2,569 12,559 10,992 25,572 3,086 18,143 32,680 165,731 Number of Percentage of Elderly Elderly Customers Customers 3 2% 45 2% 11 1% 0% 14 3% 1 0% 39 2% 2 18% 18 2% 68 3% 201 2% Number of Percentage of Disabled Disabled Customers Customers 9 6% 245 11% 60 7% 0% 70 13% 5 1% 142 7% 0% 80 8% 280 12% 891 9% Number of Percentage of CARE CARE Customers Customers 68 47% 989 43% 284 31% 9 9% 241 43% 103 22% 727 35% 1 9% 355 36% 1,093 47% 3,870 39% * In September 2016, the Blythe Service Center flooded with hazardous waste. Due to the toxic environment, the Service Center employees moved into portable trailers in another part of the SCE facility. For customer health and safety reasons, SCE has closed the payment office until reconstruction is complete (estimated to be August 2020). A-3
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APA Payment Volumes May 2017 – October 2018 District Arrowhead* Barstow Bishop Blythe Catalina Kernville Mammoth Ridgecrest Shaver Lake** Tehachapi Yucca Valley Total Total Number of Service Accounts 25,285 18,362 5,577 10,906 2,569 12,559 10,992 25,572 3,086 18,143 32,680 165,731 Number of Customers Who Utilize APA 33 2,581 257 2,020 348 1,603 450 2,033 2 254 2,439 12,021 Percentage of Percentage Percentage Disabled of Disabled Customers of Elderly That Use Elderly APA APA APA APA APA Customers Customers Customers Customers 0.1% 1 3% 1 3% 14.1% 43 2% 138 5% 4.6% 8 3% 9 4% 18.5% 54 3% 73 4% 13.5% 4 1% 2 1% 12.8% 51 3% 77 5% 4.1% 51 11% 1 0% 8.0% 66 3% 84 4% 0.1% 0% 0% 1.4% 4 2% 8 3% 7.5% 79 3% 140 6% 7.3% 361 3% 533 4% * APA opened May 1, 2018. **APA opened July, 2018. A-4 CARE/FERA APA Customers 14 1,512 89 1,152 115 856 146 896 104 1,384 6,268 Percentage of CARE/FERA APA Customers 42% 59% 35% 57% 33% 53% 32% 44% 0% 41% 57% 52%
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Payment Type Breakdown Below is the payment type breakdown (cash, check, Money Order, or a mix) over the past year for SCE payment offices and APAs. SCE is unable to provide a daily payment type breakdown. A-5
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SCE Payment Offices and Authorized Payment Agencies Locations and Hours SCE District and Payment Office Address Arrowhead 26364 Pine Ave. Rimforest, 92378 Barstow 1820 Rimrock Rd. Barstow, 92311 Bishop 374 Lagoon St. Bishop, 93514 Blythe 505 W. 14th Ave. Blythe, 92225 Catalina 1 Pebbly Beach Rd. Avalon, 90704 Kernville 120 Woodland Dr. Wofford Heights, 93285 Mammoth 3001 Chateau Rd. Mammoth Lakes, 93546 Ridgecrest 510 S. China Lake Blvd. Ridgecrest, 93555 Shaver Lake 42696 Toll House Rd. Shaver Lake, 93664 Tehachapi 421 W. "J" St. Tehachapi, 93561 Yucca Valley 6999 Old Woman Springs Rd. Yucca Valley, 92284 SCE Payment Office Hours TH/F: 8:30 AM - 11:30 AM T/TH/F: 8-11:30 AM 12:30 – 4 PM TH/F: 8-11:30 AM 12:30 – 4 PM Closed since September 2016 SCE Payment Office Hours per Week 6 12 14 0 T/Th: 9-11:30 AM 1 –3 PM 9 T/TH/F: 8-11:30 AM 12:30 – 4 PM T: 9-11:30 AM 12:30 – 3 PM T/TH/F: 8-11:30 AM 12:30 – 4 PM W: 8-11:30 AM 12:30 – 4 PM T/TH/F: 8-11:30 AM 12:30 – 4 PM T/F: 12:30 - 4 PM TH: 8-11:30 AM 21 5 21 7 21 10.5 APA Name and Address Village Market 31556 Hilltop Blvd. Running Springs Quick Liquor 903 Armory Rd., #905 Barstow Daily Stop 1310 E. Main St. Barstow Bishop Gas & Mini Mart 583 N. Main St. Bishop Blythe Drug 301 W. Hobsonway Blythe Salinas Pharmacy 507 E. Hobsonway Blythe Catalina Discount Variety/Radio Shack 210-C Metropole Ave. Avalon Isabella Supermarket 6120 Lake Isabella Blvd. Lake Isabella Another T-Shirt Shop 437 Old Mammoth Rd. Mammoth Lakes Alvord St. Mini Market 104 N. Alvord St. Ridgecrest Shaver Lake Gas & Deli 41801 Tollhouse Rd. Shaver Lake Postal ASAP 785 Tucker Rd. Tehachapi 29 Smoke Shop 71757 29 Palms Hwy., #D 29 Palms Star Market 57387- 29 Palms Hwy. 29 Palms A-6 Miles from SCE Payment Office 8.4 APA Busines Hours Daily: 7 AM - 10 PM APA Hours per Week 105 1.6 Mon-Sat: 9 AM - 5 PM 48 1.9 Daily: 7:30 AM - 9 PM 94.5 0.5 Mon-Fri: 9 AM - 3 PM 30 0.6 Mon-Fri: 9 AM - 5 PM 40 0.9 Mon-Fri: 9 AM - 6 PM Sat: 9 AM - 2 PM 45 1.5 Mon-Fri: 10 AM - 5:30 PM Sat: 10 AM - 2:30 PM 42 7.2 Mon-Sat: 7 AM - 6 PM Sun: 8 AM - 4 PM 77 0.5 Mon-Sat: 9 AM - 5 PM 48 0.9 Daily: 7 AM - 6 PM 77 1.2 Daily: 5 AM - 10 PM 119 2.3 Mon-Fri: 10 AM - 3 PM Sat: 10 AM - 2 PM 29 18.6 Mon-Fri: 9:30 AM - 7 PM Sat-Sun: 10 AM - 5 PM 61.5 0.3 Mon-Sat: 11 AM - 6 PM 42
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Appendix B  Newspaper Notices and Customer Letters    Initial Newspaper Notice Publication Schedule ............................................................B-2  Newspaper Notice ........................................................................................................B-3  Mailed Notice - English.................................................................................................B-6  Mailed Notice - Spanish ...............................................................................................B-8  Mailed Notice – Large Print ........................................................................................B-10  B-1
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Initial Newspaper Notice Publication Schedule Newspaper CATALINA ISLANDER MAMMOTH TIMES THE FRESNO BEE MOUNTAIN NEWS PRESS-ENTERPRISE THE BAKERSFIELD CALIFORNIAN LA TIMES Area(s) Served Catalina Island, Avalon Mammoth Shaver Lake Arrowhead Blythe and Yucca Valley Ridgecrest, Kernville, and Tehachapi Southern California B-2 Publication Date 11/13/2018 11/13/2018 11/13/2018 11/13/2018 11/13/2018 11/13/2018 11/13/2018
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Newspaper Notice B-3
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B-4
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B-5
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Mailed Notice - English Page 1 B-6
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Page 2 B-7
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Mailed Notice - Spanish Page 1 B-8
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Page 2 B-9
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Mailed Notice – Large Print Page 1 B-10
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B-11
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B-12
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B-13
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B-14
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B-15
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Appendix C  Customer Comments & Survey Responses      Interactive Voice Response Comments ...................................................................... C-2 In-Person Customer Comments .................................................................................. C-3 C-1
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Interactive Voice Response Comments Item No. Comment 1 Hi, My name is Charles Kilpatrick, I live in Bishop California and my address is 2457 Sunset Drive, here in Bishop and I am a Southern California member, you furnish me my electricity. Just very disappointed that you are closing the office here in Bishop. I guess I am from old school, but I enjoy having some place where I can go and I can talk to a live person rather than automation. I have a hard time paying the bill exactly when you want it, on let's say the 1st of the month, sometimes it's the last day of the month. Sometimes it’s the 2nd or 3rd. I am retired, my retirement check doesn't get here until the 1st so I always have to call for an extension on the thing. The (quote on quote) "convenient place" I can pay it in person is at a gas station here in Bishop, and that doesn't, for a company like yours, I just can't believe you guys leaving the area, we do not have another office probably within 150 miles either North or South of Bishop. It is just a wonderful thing to have somebody, a face to talk to sometimes, as opposed to everything being in the internet and automatic withdrawal...recording ended. 2 I would like to… recording ends. C- 2
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In-Person Customer Comments Line No. 1 2 Payment Office Arrowhead Arrowhead 3 4 5 Arrowhead Barstow Barstow 6 7 Barstow Barstow 8 9 Barstow Barstow 10 Barstow 11 Barstow 12 13 Barstow Barstow 14 Bishop 15 16 Bishop Bishop 17 Bishop 18 Bishop 19 20 Bishop Bishop 21 Bishop 22 23 Bishop Kernville Comments Collected at Payment Offices Habit Interaction with SCE employees Location/convenience Convenience Safety (safer than APA at a liquor store in bad area) No additional fees to pay in office Customer feels unsafe bringing money into APA Easier for elderly customers Large part of Barstow community does not have bank accounts (not able to pay online/by phone) Category Routine Interaction with SCE Convenience Convenience Safety Safety Safety Convenience Cash Customer APA Issues APA's charge customers additional fees as well as paying by card over the phone (does not have internet) APA's receipt machine is often not working so APA Issues customers do not receive confirmation of payment APA's systems are often down APA Issues APA's only take cash and often times do not APA Issues give receipts. Customer has reported lost payments through APA. Pays with large amount of cash. APA not Cash Customer secure. Other options not viable. Convenience. Cash only. Convenience Personal service, don't trust online banking, Interaction with locals helping locals. SCE Don't use a computer. APA too busy, cannot Does not have/use ask questions about service. Internet, Phone Direct contact, community presence. Interaction with SCE Convenience. Cash only. Convenience Unable to use online payment, cash only, APA Does not have/use cannot help with issues. Internet, Phone Tribal Assistance group. Can not pay online or Other cash. Must pay in office due to confidentiality. Cash only. APA is rude and difficult. Customer uses office for convenience and that it is cheaper than buying a stamp or calling in to pay. C-3 Cash Customer Convenience
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Line No. 24 Payment Office Kernville 25 Kernville 26 Kernville Comments Collected at Payment Offices Customer doesn't understand using the internet and has trouble with the call center. Customer likes to be able to ask questions and get help in person, easier to deal with. Customer likes the convenience, close to home Category Does not have/use Internet, Phone Interaction with SCE Convenience 27 Kernville Customer likes the convenience and quickness Convenience 28 Kernville 29 Kernville 30 Kernville 31 Kernville 32 Kernville 33 Kernville 34 Kernville 35 Kernville 36 Kernville 37 Kernville 38 Kernville 39 Kernville 40 Kernville 41 Kernville Customer says it is close to home and Convenience convenient. Customer does not always have account number Interaction with on hand SCE Customer appreciates customer service and Interaction with seeing a human SCE Customer does not like to deal with customer Interaction with service and company directly. SCE Customer has trouble hearing on phone and Does not have/use does not know how to work computer. Internet, Phone Customer prefers to deal with Edison in person, Interaction with directly. SCE Customer does not use internet. Does not have/use Internet, Phone Customer likes to have human interaction. Interaction with SCE Customer says phone system is too complicated Does not have/use and does not use the internet. Internet, Phone Customer likes to deal with person and Interaction with customer directly. SCE Customer does not understand how to use the Does not have/use internet. Internet, Phone Customer does not have phone or computer Does not have/use access. Internet, Phone Customer has trouble sometimes and likes to Interaction with have someone to explain her bill in person. SCE Customer enjoys coming in office in case need Interaction with help with bill; hard time hearing on phone. SCE 42 Kernville 43 Kernville 44 Kernville Customer needs assistance from time to time Interaction with from Edison employee. SCE Customer has trouble with call center and does Does not have/use not want to use internet. Internet, Phone Customer does not have WIFI and does not like Does not have/use to pay by phone. Internet, Phone C- 4
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Line No. 45 Payment Office Kernville 46 Kernville 47 48 Kernville Kernville 49 Kernville 50 Kernville 51 Kernville 52 Kernville 53 Kernville 54 Kernville 55 Kernville 56 Kernville 57 Kernville 58 Kernville 59 Kernville 60 Kernville 61 Kernville 62 Kernville 63 Kernville 64 Kernville 65 Kernville Comments Collected at Payment Offices Customer often needs account information and cannot get that with APA, no phone/computer. Category Interaction with SCE Customer prefers dealing with Edison in person. Customer likes the closeness of office. Customer does not use internet nor does he have a phone. Customer likes to get receipt from company itself, does not use internet. Customer likes to deal with person that can pull up account, cannot at APA Customer was unaware of APA but would prefer to pay Edison in person. Customer does not use internet, does not like paying by phone. Customer does not like that APA cannot help with account; hard to use internet and phone Customer has trouble hearing and reading, prefers to pay company over APA. Customer does not like paying by phone or online, will use APA if needed Customer does not do billing by phone or online, wishes to keep customer service Customer will not pay through APA, would like to deal with company in person. Customer was unaware of APA but would prefer to pay Edison in person. Customer does not trust APA or internet/phone Interaction with SCE Convenience Does not have/use Internet, Phone Interaction with SCE Interaction with SCE Interaction with SCE Does not have/use Internet, Phone APA Issues Interaction with SCE Does not have/use Internet, Phone Does not have/use Internet, Phone Interaction with SCE Interaction with SCE Interaction with SCE Customer enjoys coming in office as part of Interaction with routine SCE Customer likes to deal with human and Interaction with company in person SCE Customer does not like using APA Interaction with SCE Customer does not use internet has trouble with Does not have/use hearing Call Center Internet, Phone Customer would like to always have human Interaction with contact SCE Customer unaware of APA, does not use pay by Interaction with phone SCE C- 5
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Line No. 66 Payment Office Kernville 67 68 Kernville Kernville 69 Kernville 70 Kernville 71 Kernville 72 Kernville 73 Kernville 74 Kernville 75 Kernville 76 Comments Collected at Payment Offices Customer likes the help in office, as she often forges her account number Convenience of office for customer Customer lives nearby, likes the closeness of office. Customer was unaware of APA. Category Interaction with SCE Convenience Convenience Kernville Customer enjoys customer service at Edison. 77 Kernville Customer likes the convenience and quickness Interaction with SCE Convenience 78 79 Kernville Kernville 80 Kernville 81 Kernville 82 Kernville 83 Kernville 84 Kernville 85 86 Kernville Kernville 87 Kernville Customer is close by Convenience Customer does not want to drive out of town to Convenience pay, does not use internet, hard of hearing Customers uses APA sometimes but prefers to Interaction with come into Edison. SCE Customer does not feel comfortable paying Interaction with anywhere but in person directly to company. SCE Customer thinks company should keep Interaction with Customer Service. SCE Customer doesn't use internet and does not like Does not have/use pay by phone Internet, Phone Customer uses APA and in office, whichever is Convenience close at time of payment. Customer likes the closeness of office. Convenience Customer pays bill in office as part of monthly Routine routine Customer is unhappy with phone system and Interaction with does not use the internet SCE Interaction with SCE Customer wants human contact with company. Interaction with SCE Customer does not use internet, will resort to Does not have/use APA but not like it. Internet, Phone Customer enjoys coming in and pay directly to Interaction with get Edison receipt. SCE Customer feels more comfortable paying the Interaction with company directly in person. SCE Customer cannot hear over the phone and does Does not have/use not use internet Internet, Phone Customer likes dealing with Edison because she Interaction with sometimes doesn't have the info she needs. SCE C- 6
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Line No. 88 89 90 91 92 Payment Office Comments Collected at Payment Offices Shaver Lake Payment was due. Payment Agency was not available. Unable to make a VISA payment (debit) with JPMorgan. She is a business account owner. Tehachapi Convenience. Tehachapi Convenience. Tehachapi Easy. Tehachapi Hates phone, very confusing, doesn't like third party company and they charge. Very irritating. 93 Tehachapi 94 95 96 Tehachapi Tehachapi Tehachapi 97 Tehachapi 98 99 100 Tehachapi Tehachapi Tehachapi 101 102 103 104 105 Tehachapi Tehachapi Tehachapi Tehachapi Tehachapi 106 Tehachapi 107 Tehachapi 108 Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley 109 110 111 112 Category Other Convenience Convenience Convenience APA Issues Saves me a stamp and don't do computers. Does not have/use Internet, Phone Convenience. Convenience Convenience. Convenience Talk to an actual person. Interaction with SCE SPI situation was told by customer/phone rep to Other come in. Convenience Convenience Convenience Convenience Wants to pay in person Interaction with SCE Convenience Convenience Convenience; has to pay cash. Convenience Convenience; customer is deaf. Convenience Convenience Convenience Staff, convenience. Likes the personal Convenience interaction. Pay agency charges $5.00 to take payment; APA Issues more convenient. Wants to do things in person. Too much Interaction with identity theft. SCE More convenient for customer. Convenience Convenience. Convenience Easier for customer. Convenience Used to it, better service Convenience People person; like to talk in person. C- 7 Interaction with SCE
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Line No. 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 Payment Office Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Comments Collected at Payment Offices Convenient. No internet or cell phone; getting a receipt is how he likes it done. Close to work; convenient. Category Convenience Convenience Decline to Comment; non-English speaking customer. Convenience - hates the phone system. Convenience Customer is FURIOUS about phone system. Finds it frustrating and inconvenient. Situationally coming in; usually pays online. Interaction with SCE Other People person; like to talk in person. Was using online; restricted to pay in person. Interaction with SCE Other Had stroke; easier to talk to someone in person to make sure bill is paid. Mentioned she loves talking to associate with pleasant disposition; convenient. Easy. Interaction with SCE Interaction with SCE Convenience On the way to paying other bills; getting out into town. Easier for client to come in and pay. Drives from 29 Palms; likes receipt. Convenience for senior citizens (herself included) Convenience. Other Convenience Convenience Interaction with SCE Convenience Convenience Convenience. Lives close, likes to get out. Convenience Logistically convenient. Convenience Convenience. Convenience Has had identity stolen. Doesn't trust automated Does not have/use systems. Internet, Phone Security; likes in person. Interaction with SCE C- 8
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Line No. 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 Payment Office Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Comments Collected at Payment Offices Easier Like people. Category Convenience Interaction with SCE Convenience Convenience. Easier Convenience Used to it, better service Convenience People person; like to talk in person. Receipt Easy. Likes to get out of the house. In person payments. Interaction with SCE Interaction with SCE Convenience Convenience Interaction with SCE Cash Customer Pay with cash In person payments. Likes in person payments; talking with a human being Easy. Interaction with SCE Interaction with SCE Interaction with SCE Convenience Pay with cash Cash Customer In person payments. Interaction with SCE APA Issues Likes coming in to pay Doesn't like Star Market Not a fan of computer/electronic payments. In person payments. In person payments. C- 9 Does not have/use Internet, Phone Interaction with SCE Interaction with SCE
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Line No. 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 Payment Office Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Comments Collected at Payment Offices Part of monthly routine. Category Routine Pay with cash Cash Customer In person payments. Interaction with SCE Convenience usually does online; convenient to stop by when in town. Convenience. Convenience Edison representatives make them more comfortable. Convenience. Interaction with SCE Convenience Gets them out of the house. Interaction with SCE Convenience Easy. Come in to pay - receipt. Assurance it's paid. Gets them out of the house. Keep track of bills easier (dementia). People person; like to talk in person. Cash payments. People person; like to talk in person. Was not aware online existed. Jobs for the community. Senior Citizen; finds it easier. Not a fan of computer/electronic payments. Doesn't like Star Market C- 10 Interaction with SCE Interaction with SCE Interaction with SCE Convenience Interaction with SCE Cash Customer Interaction with SCE Other Other Convenience Does not have/use Internet, Phone APA Issues
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Line No. 176 177 178 179 180 181 182 183 184 185 Payment Office Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Yucca Valley Comments Collected at Payment Offices Habit; will end up mailing it in. Category Convenience On the way to paying other bills; getting out into town. Doesn't like Star Market Convenience Receipt Not a fan of computer/electronic payments. Easy. APA Issues Interaction with SCE Does not have/use Internet, Phone Convenience Edison representatives make them more comfortable. Convenience. Interaction with SCE Convenience In person payments. Interaction with SCE Convenience Easy and convenient. C- 11
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  Appendix D  Cost Data  Annual O&M Impact of Payment Office Closure 2018 O&M Recorded and 2019 O&M Forecast ($ in Thousands) Payment Office Costs Labor Material Contract Other Total Allocation/Overhead Total 2018 Recorded $ 90,146 $ $ 87,097 $ 4,354 $ 181,597 $ 1,771 $ 183,368 2019 Forecast $ 101,917 $ 5,622 $ 78,572 $ 2,911 $ 189,022 $ 24,167 $ 213,189 Assuming all 11 payment offices are closed in 2019 would result approximately $200,000 in O&M cost savings for 2020. Cost per Transaction Cost per transaction is calculated by taking the 2018-recorded expenses and dividing it by the 2018 total payment volume. 2018 Recorded 2018 Payment Office Volume Cost per Transaction $ 183,368 38,969 $ 4.71 D-1
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Appendix E  SCE in Compliance with D.98‐07‐077    D.98-07-077, Ordering Paragraph 4 OP4(a): Notice of the proposed office closure must be provided by mail, publishing and posting 60 days prior to filing an advice letter         • APAs for each Payment Office are included in Appendix A. OP4(d): Advice Letter must demonstrate a rational basis for the closure and no discriminatory impact of closure upon poor, elderly, minority, or rural customers   • Customer comments included in Appendix C. OP4(c): Advice Letter must include a listing of authorized payment agency (APA) locations to serve impacted areas   • Notices sent to customers beginning on November 13, 2018. • Notices included payment options available to customers and a list of local APAs. • Newspaper notices published on November 13, 2018. • See Appendix B. OP4(b): Advice Letter must include customer responses (if any)   SCE Closure Plan • Declining usage of Payment Offices and availability of alternate service channels. • CARE/FERA and Medical Baseline customers are adequately served throughout SCE’s service territory. • APAs are ADA compliant. • APAs have convenience of longer operating hours and most are open on the weekends (see Appendix A).
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