Common use of Customer Communication Coordination Clause in Contracts

Customer Communication Coordination. The Parties agree that the 2022 Plan will reflect a commitment to the following activities, which will be developed to coordinate customer communications and interactions, which are subject to the law and Commission’s rules and directives, when practicable: 1. The Company will continue and expand coordination between EE, Customer Service and Credit/Collections so that customer interactions include information about Energy Efficiency, when practicable. These efforts may include, but not be limited to, targeted training for customer service representatives about energy efficiency resources for payment troubled customers, as well as training on how to connect interested customers and customers for whom participation in Energy Efficiency programs may prove beneficial to efficiency program offerings through, among other ways, connecting with a Home Efficiency Specialist, or other approaches, as appropriate. 2. The Company will also endeavor to enhance the efforts of the Ameren Illinois cross functional customer assistance team to continue the goal to find ways to address extreme financial hardship being experienced by customers. For example, without limitation, the cross functional customer assistance team could deploy a streamlined website for customers to find resources in one place, including financial assistance programs, payment options, contact information for customer service and a link to the EE resource page. Additionally, energy efficiency program partners (Community Action Agencies, Community relations team, and the EE outreach team) will be provided, as appropriate, with training and materials that provide energy burdened customers who participate in the IQ EE programs with resources for available payment assistance programs. 3. The Company will continue and expand its efforts to follow up with customers who have applied for energy assistance to connect them with the Income Qualified energy efficiency offerings. 4. The Company will agree to report in its quarterly report filed in the 2022 Plan approval docket about activity undertaken to facilitate this customer communication coordination and commit to further discussion of any reporting metrics/effectiveness of coordination efforts with parties and any interested stakeholders in a SAG subcommittee and, to the extent it is of interest, the LIEEAC. 5. The Company will designate an EE department contact for collaboration with the Illinois Solar for All program and to work to develop cross-referral programs and coordination between the EE program and the Illinois Solar for All program. Provided however, Ameren Illinois will not be required to provide customer data and such collaboration is consistent with Ameren's policy for data security and best practices for protecting customer data, should customers choose to provide data to the Illinois Solar for All program. 6. The Company will continue to coordinate delivery of its whole building retrofit IQ programs with Nicor Gas where they have overlapping service territories. AIC will provide status reports on joint delivery no less than twice a year, through a quarterly report filed in the 2022 Plan approval docket.

Customer Communication Coordination. The Parties agree that the 2022 Plan will reflect a commitment to the following activities, which will be developed to coordinate customer communications and interactions, which are subject to the law and Commission’s rules and directives, when practicable: 1. a. The Company will continue and expand coordination between EE, Customer Service and Credit/Collections so that customer interactions include information about Energy Efficiency, when practicable. These efforts may include, but not be limited to, targeted training for customer service representatives about energy efficiency resources for payment troubled customers, as well as training on how to connect interested customers and customers for whom participation in Energy Efficiency programs may prove beneficial to efficiency program offerings through, among other ways, connecting with a Home Efficiency Specialist, or other approaches, as appropriate. 2. b. The Company will also endeavor to enhance the efforts of the Ameren Illinois cross functional customer assistance team to continue the goal to find ways to address extreme financial hardship being experienced by customers. For example, without limitation, the cross functional customer assistance team could deploy a streamlined website for customers to find resources in one place, including financial assistance programs, payment options, contact information for customer service and a link to the EE resource page. Additionally, energy efficiency program partners (Community Action Agencies, Community relations team, and the EE outreach team) will be provided, as appropriate, with training and materials that provide energy burdened customers who participate in the IQ EE programs with resources for available payment assistance programs. 3. c. The Company will continue and expand its efforts to follow up with customers who have applied for energy assistance to connect them with the Income Qualified energy efficiency offerings. 4. d. The Company will agree to report in its quarterly report filed in the 2022 Plan approval docket about activity undertaken to facilitate this customer communication coordination and commit to further discussion of any reporting metrics/effectiveness of coordination efforts with parties and any interested stakeholders in a SAG subcommittee and, to the extent it is of interest, the LIEEACLIAC. 5. e. The Company will designate an EE department contact for collaboration with the Illinois Solar for All program and to work to develop cross-referral programs and coordination between the EE program and the Illinois Solar for All program. Provided however, Ameren Illinois will not be required to provide customer data and such collaboration is consistent with Ameren's policy for data security and best practices for protecting customer data, should customers choose to provide data to the Illinois Solar for All program. 6. f. The Company will continue to coordinate delivery of its whole building retrofit IQ programs with Nicor Gas where they have overlapping service territories. AIC will provide status reports on joint delivery no less than twice a year, through a quarterly report filed in the 2022 Plan approval docket.