Pacific Gas and Electric Company Launches Online Appointment Scheduling; California Utility Takes the Lead in Offering Interactive Service

Business Wire, March 30, 2000

Business Editors/Energy & Utilities Writers

SAN FRANCISCO--(BUSINESS WIRE)--March 30, 2000

Pacific Gas and Electric Company announced today that its 8.3 million gas and electric customers can now interact with www.pge.com/online to schedule appointments, make payment arrangements and review their accounts. The Northern and Central California utility is one of the first in the nation to offer a fully interactive online service.

"Many utilities offer the option of sending an e-mail to request service, which requires an employee at the other end to process the e-mail and fulfill the request," said Kim Lytton, manager of the utility's call centers. "Pacific Gas and Electric Company is the first major utility to offer this type of fully interactive service. Customers can check for available times and schedule appointments for pilot relights or appliance inspections in real time. No more waiting for someone to return your e-mail."

Pacific Gas and Electric Company's customer call centers handle about 16 million calls a year. The online service is expected to ease that high call volume by providing customers with other options. During market research for Customer Service Online, the utility found that about half of the customers polled would prefer to take care of business over the Web.

"We recognize that our customers are very busy people. By offering them the flexibility to make an appointment or check their account status from the convenience of their keyboard, we hope to enhance our service and make their lives easier," said Tom Bottorff, Vice President of Customer Service.

Pacific Gas and Electric Company customers can participate by logging onto www.pge.com/online and typing in their account number and last four digits of their social security number to gain access to the service.

    Among the options available to customers:

    --  Review account information to see if a bill is past due, or
        find out the date of their last payment.
    --  Schedule an appointment for pilot relights or appliance
        checks.
    --  Select from a list of next available appointments to find one
        that's convenient.
    --  Make payment arrangements.
    --  Receive a confirmation via e-mail prior to their scheduled
        appointment.

"Every day, people use our electricity to power their computers. Why shouldn't they be able to use their computers to communicate with their power provider?" said Gordon R. Smith, CEO of the utility. "Our interactive service is just one of the ways Pacific Gas and Electric Company is using new technology to improve customer service."

In September, the utility began offering customers the option of using an automated system via the phone -- or Interactive Voice Response Unit (IVRU) -- when they call to schedule appointments and check their account status. The IVRU has been handling about 1,000 requests for appointments each day. Customers can access the IVRU -- or reach a real live customer service representative -- by calling 800/PGE-5000.

For more information about Pacific Gas and Electric Company, please visit our website at http//www.pge.com.