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

& 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

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

We have agreed to a set of vision statements across each of the

operating model components that will inform our transformation

Customers Channels Brand & communication Offerings

Experience is optimized We are excellent at our core

To provide all of our ENTITY customers have a
across a selective set of offerings and add value to
customers with an effortless personal and positive
channels to support 75%+ of customers with
energy experience experience with our brand
contact digitally complementary services

People & organization Tech & data Process & policy

We are an agile organization We harness technology to drive Process design and execution
with employees empowered process efficiency and anticipate prioritizes the customer, even
to make decisions our customers’ needs when that is challenging for
the business

Governance Performance metrics Culture & values

Delegated authority is given to Priority KPIs measure and We have a continuous

defined, accountable and communicate strategic improvement and first-time
empowered decision makers outcomes to drive informed resolution culture, and hold
at all levels decisions each other accountable to this
Note: partners & suppliers removed from operating model scope at request of Customer Services leadership

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

High-level design: context and overview

Purpose of this section Key artifacts

• Validate design principles for the operating model design • High-level decision decisions
• Make a set of high-level design choices to help guide the design of the future operating • ENTITY business process design change impacts
model
• Understand potential impacts to existing/to-be business processes

1. Vision & 2. High Level 3. Operational

Alignment Design Improvement

Alignment on the vision across Making decisions based on Development of initiatives form
each of the Customer operating vision identified in across the business to meet the
model components previous workshops Customer Services vision

4. Customer 5. Customer 6. People &

Services Services KPIs Culture
Transformation
Defining the process and Defining the KPIs by Defining the organization
plan to deliver the target which we will measure that will deliver the vision in
operating model Customer Services the future

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

Our design principles help to guide the direction of each High Level
Design decision and have corresponding assessment criteria

Design principles help us articulate the biases of the organization and enable us to prioritize some activities over others
through the application of corresponding criteria

Does it enable a simpler experience for the customer?

Is it controllable and achievable within the Customer Services organization?

Does it put digital first for the customer and the business

Does it increase the efficiency of the Customer Services organization?

Does it allow us to bring a wider range of ENTITY services to the customer?

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