Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

e & culture Next Steps Appendix

Over the last six months we have worked closely with the business
to define the future state of the Customer Services operating model

Vision workshops Idea Gathering sessions Stakeholder interviews

Gather input from Customer Service Gather input from 90+ employees on how Gather input from 25+ ENTITY Customer
leadership as to the future direction to achieve CS vision Service stakeholders

Market assessment Customer services baseline Call listening

Understand of the market changes that Understand the operations of Customer Identify quick win operational improvement
need to be considered to 2025 Services today opportunities

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

The Customer Services Target Operating Model work stream

Customer Services Target Operating Model: looking to 2025

The Mission Design Principles Vision Statements Key Decisions

Early decisions made by leadership that start
us on the journey towards the TOM

Tells Customer Services and its
partners what direction we are
headed
Helps the whole organization
make choices that are in line with
the Mission
Helps operational teams
understand how they contribute
to the Mission
Strategies
Initiatives identified that will enable the
organization to transition into the future state
Delivery
A process to transform the business and a
system to measure that change

‘Setting the direction’ ‘Making it real’

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Key Decisions
The Mission Design Principles Vision Statements Strategies
Delivery

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

The Customer Services’ mission articulates where we want to take

the Customer Services organization by 2025

Make it easy
Key Decisions
The Mission Design Principles Vision Statements Strategies
Delivery

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

The Customer Services’ mission is elaborated on in the

design principles for the Customer Services Target Operating Model

We put customers first and provide an effortless service experience

We believe service starts with trusted team members who are empowered to help customers the first time

We prioritize digital solutions for our team and our customers

We are an agile organization that reacts quickly to customer needs and changing market conditions

We add value to customers by connecting them to relevant energy offerings

Key Decisions
The Mission Design Principles Vision Statements Strategies
Delivery

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