Energization Customer Engagement and Communication Plans

To meet the requirements established in AB 50 and SB 410 that aim to accelerate the energization process, D.24-09-020 directed the utilities to provide customers seeking new or upgraded service with education and materials to improve the customer’s understanding of the energization process. This includes outlining the steps of the energization process, the party responsible for completing each step, the anticipated time needed to complete each step, common reasons for why energization delays occur, and efforts the customer and utility can take to avoid and/or resolve energization delays.

Decision 24-09-020 directed the utilities to take a number of steps to improve customer understanding of the energization process and to provide them with transparency of the status of their energization request, including: 

  • Within 10 business days of the application for service being approved by the utility, assign the customer with a dedicated account/project manage that will serve as the main point of contact throughout the life of the energization process for all customer questions, provide periodic updates on the project status, and address customer concerns. The account/project manage must provide the customer the option for reoccurring meetings, both the frequency and duration determined by the customer, to provide the following information: 
    • An overview of the energization process, including the steps to complete a request, the party responsible for completing each step, the adopted average and maximum energization targets, and the efforts a customer can take to avoid energization delays  
    • Monthly project status updates that: 1) identify the current energization step the project is in, 2) the total number of business and calendar days the project has been open, broken into the number of days that are within the utility’s control and customer’s control, and 3) define the status of the utility’s efforts to complete the pending work, and the anticipated completion date.  
    • No less than 72 hour notice prior to the scheduled task of the utility needed to reschedule or cancel work, and the reasons why the utility must reschedule or cancel. Any delays task must be rescheduled within 20 business days.  
    • Within 48 hours of knowing a delay is occurring, or expected to occur, the account/project manager must discuss with the customer the cause of the delay, who is responsible for resolving the delay, and estimate timeframe for when the delay will be resolved, and potential options to remedy the delay.  
    • Within 10 business days of identifying reasons that could cancel or delay a customer’s energization request, the utility shall provide the customer with clear steps necessary to ensure their project can continue uninterrupted.  
    • Provide the customer with notice within 5 business days of a reassignment of the dedicated account/project manager. The new account/project manage must be provided with full information on the details and status of each project at the time of their assignment to the customer.  

The decision also directs the utilities to submit a Customer Engagement and Communication Plan to the Commission. These Customer Engagement and Communication Plans must describe what existing customer communication systems can be utilized to provide customers with energization requests with more detailed information about the energization process and the timing of their requests. These plans should not only be used to improve customer outreach but also be used by the utilities to inform their recruiting, training, and retaining programs for employees needed to promptly respond to customer energization requests. The utilities’ plans include the following information:  

  • An explanation for how the utility will explain the scope of each step of the energization process, including, 1) the party responsible for completing each step, 2) the documentation the utility needs from the customer to demonstrate a step within the customer’s control is completed, 3) how the utility will communicate to the customer when a utility-led step is completed, and 4) how the utility will communicate the identification of an energization delay(s), and the process to resolve the delay (if the delay falls under the utility’s responsibility.  
  • An explanation for how the adopted average and maximum energization targets apply to each project, including, 1) how the utility will communicate the expected timing to complete each step, 2) an outline of the different timing needs that are inherently built into the efforts to complete an energization request, 3) how the site/project characteristics (i.e., geography, local permitting requirements, lack of known upstream capacity availability, etc.) may impact the timing needed to complete the energization request, 4) how  the utility will timely and clearly communicate an expected delay(s) to the customer, and how they will address the delay(s), 5) when a utility-responsible delay occurs, information about how long the delay will take to remedy.  
  • If opting to develop an online web portal, an explanation of, 1) the process(es) to develop the web portal, 2) information that will be presented to the customer and how it will be presented, 3) how long it will take for the utility to build the web portal, and 4) the total expected costs to develop, operate, and maintain the web portal.

IOU Customer Engagement and Communication Plan Resources

Please find below the relevant customer resources broken down by IOU territory:

PG&E

  • Building & Renovations - is the main entry point for customers requesting new or upgraded gas and electric service. It provides access to the "Your Projects" online portal, where applications can be submitted, tracked, and managed, and directs customers to relevant guides, FAQs, and service planning resources for overhead and underground electric service, gas service, and temporary construction power.
  • Services Guides | PG&E outlines the application and installation process for new electric service requests. It includes downloadable process journey maps for the three common project tracks- Local Service Planning, Express Connect, and Applicant Designer/Installer- each showing project phases, roles and responsibilities for both the customer and PG&E, and average timelines.
  • Project Resources | PG&E consolidates technical references, installation standards, and documentation for customers and contractors preparing to request new or upgraded service. It includes the Greenbook (PG&E's Electric and Gas Service Requirements manual), the Grid Resource Integration Portal for identifying potential project site capacity information, and FAQs covering overhead and underground electric service installation.
  •  Average Project Cost and Timeline - New Residential Electric and Gas Service is a publicly available report consistent with PG&E's data submissions to the CPUC. It presents average project timelines broken down by utility, customer, and agency working time for new residential electric service projects, and notes PG&E's current performance relative to the CPUC-energization timing targets.

SCE

  • Building, Renovation, and Project Planning Portal (BRPPP) is SCE's online tool for submitting and managing requests for new construction or remodeling projects that involve new or upgraded electrical loads or equipment. Applications for new or upgraded electric service can be submitted through the portal.  A user guide is available to help customers navigate the portal and complete their application submissions.

Project Request overview page serves as the entry point for customers to identify the correct submission path for their specific request. It covers the full range of service request types, including new meters and service, panel upgrades, EV charging installations under Rule 29, temporary power, meter or equipment removals and relocations, solar and interconnection projects, and lockring removals, directing customers either to BRPPP or to the appropriate alternative channel depending on the project type.

  • The Building, Renovation and Planning Projects page lists all project types that can be submitted online and provides a quick start guide and submittal checklist for each. Customers can identify their project type — ranging from new residential or commercial service to EV charging stations, agricultural service, and telecom installations — and review the specific documentation and steps required before submitting to SCE.
  • The Power Requests and Upgrades | SCEpage covers service requests and upgrades for new or upgraded electrical service. It includes an end-to-end overview of the steps to complete a project, tools to check available distribution capacity by address or circuit, and links to:
    • Learn More- an overview of the CPUC's energization framework established under D.24-09-020, summarizing targets, reporting requirements, and what customers can expect from the process.
    • Energization Timelines Customer Fact Sheet - a plain-language summary of the energization process, the CPUC-adopted average and maximum targets applicable to SCE projects, and steps customers can take to avoid energization delays.
    • Energization Timelines Customer Journey Map - a visual walkthrough of the energization process showing each step, the responsible party (customer or SCE), and how the CPUC timeline targets apply.
  • The BRPPP Customer User Guide and BRPPP User Guide and FAQswalk customers through navigating the portal, completing an application, submitting required documents, and understanding what to expect after submission.
  • The updated Rule 29 process page provides EV charging project applicants with the specific documentation, submittal steps, and process timeline applicable to Rule 29 projects, including guidance on using BRPPP to submit and track those requests.
  • The BRPPP Forms page consolidates all documents that may be needed as part of a building or renovation project submission, including the Third Party Authorization Form, streetlight documentation, and sample forms. It directs customers to the Project Request page to locate their project type and corresponding submittal checklist before gathering and submitting paperwork.

 

SDG&E

  • Project Resources | San Diego Gas & Electric The Project Resources landing page serves as the central hub for homeowners, builders, developers, and contractors requesting new or upgraded electric and gas service. It provides access to construction guidelines, guides, checklists, and forms organized around the stages of a project- including an Energization Timelines Guide (available in English and Spanish), a Builder Process Guide, an Additional Dwelling Unit (ADU) checklist, and an estimated project costs and timelines calculator.
  • SDG&E Project Lifecycle Overview is a downloadable guide (available in English and Spanish) that maps out the end-to-end phases of a new service project, identifying what the customer and SDG&E are each responsible for completing at each step; from application intake and field survey through design, permitting, site readiness, construction, and final meter set for energization.

Builder Services Customer Portal is SDG&E's online tool for submitting service requests, tracking project progress, collaborating with the SDG&E project team, and paying fees. Customers can monitor projects from start to finish, including receiving milestone updates. The portal requires a project number and access code, which are provided at the start of a project.