BEFORE THE PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA Application of Pacific Gas and Electric Company for

Authority, Among Other Things, to Increase Revenue Requirements for Electric and Gas Service and to Increase Rates and Charges for Gas Service Effective on January 1, 2003. (U 39 M) Application of Pacific Gas and Electric Company Pursuant to Resolution E-3770 for Reimbursement of Costs Associated with Delay in Implementation of PG&Es New Customer Information System Caused by the 2002 20/20 Customer Rebate Program. (U 39 E) Investigation on the Commissions Own Motion into the Rates, Operations, Practices, Service and Facilities of Pacific Gas and Electric Company.

Application No. 02-11-017 (Filed November 8, 2002)

Application No. 02-09-005 (Filed September 6, 2002)

Investigation No. 03-01-012 (Filed January 16, 2003)

WEBSITE IMPROVEMENT REPORT OF PACIFIC GAS AND ELECTRIC COMPANY IN COMPLIANCE WITH DECISION 04-05-055

PATRICK G. GOLDEN STACY W. WALTER PACIFIC GAS AND ELECTRIC COMPANY Post Office Box 7442 San Francisco, California 94120 Telephone: (415) 973-6611 Fax: (415) 973-0516 Email: SWW9@pge.com Attorneys for PACIFIC GAS AND ELECTRIC COMPANY March 29, 2012

BEFORE THE PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA Application of Pacific Gas and Electric Company for Authority, Among Other Things, to Increase Revenue Requirements for Electric and Gas Service and to Increase Rates and Charges for Gas Service Effective on January 1, 2003. (U 39 M) Application of Pacific Gas and Electric Company Pursuant to Resolution E-3770 for Reimbursement of Costs Associated with Delay in Implementation of PG&Es New Customer Information System Caused by the 2002 20/20 Customer Rebate Program. (U 39 E) Investigation on the Commissions Own Motion into the Rates, Operations, Practices, Service and Facilities of Pacific Gas and Electric Company.

Application No. 02-11-017 (Filed November 8, 2002)

Application No. 02-09-005 (Filed September 6, 2002)

Investigation No. 03-01-012 (Filed January 16, 2003)

WEBSITE IMPROVEMENT REPORT OF PACIFIC GAS AND ELECTRIC COMPANY IN COMPLIANCE WITH DECISION 04-05-055 I. BACKGROUND On June 2, 2004, the California Public Utilities Commission (Commission) issued Decision 04-05-055, approving a Settlement Agreement among Pacific Gas and Electric Company (PG&E), the Office of Ratepayer Advocates (ORA), The Utility Reform Network, Aglet Consumer Alliance, Modesto Irrigation District, Natural Resources Defense Council and Agricultural Energy Consumers Association (Settlement). The Settlement is included as Attachment A to the Decision. As part of the Settlement, PG&E committed to submit to the Commission and ORA an annual report describing and evaluating improvements to PG&Es website (See item 20 of Appendix B of the Settlement). Pursuant to Ordering Paragraph 13 of the Decision (p. 143), the first report was due on July 2, 2004 with subsequent reports to be filed by April 1 of each year. This report is filed in compliance with this requirement.

II.

PURPOSE OF INTERNET IMPROVEMENT EFFORTS An increasing number of customers continue to use the internet and pge.com to conduct

business. This growing audience of digitally-enabled customers expects useful functionality similar to that offered by other websites such as those of banks and cellular phone companies. PG&E continues to improve its website in an effort to increase customer satisfaction with this delivery channel. III. STATUS OF IMPROVEMENT EFFORTS In 2011, PG&E continued with efforts to improve and add to its web-based customer service features. PG&Es accomplishments in 2011 include the following: Pge.com My Account Re-Architecture (My Energy launch): PG&E launched the My Energy application to all pge.com customers. The new account experience provides customers more granular data with respect to energy usage and costs, and other functionality related to helping customers make informed energy efficiency decisions. Enhanced Outage Experience: This effort focused on making the outage map more accessible through cross-linking within pge.com and providing an expanded screen size for the outage map for better viewing. In addition, the information that is provided through the outage map was improved by updating the language to be more friendly and relevant from the customer point of view. Since the outage map is the primary tool for customers to learn about and receive status updates on outages online, this work helped improve the overall outage experience. Building and Renovation Experience: This effort focused on improving the online experience for customers that may require PG&E services as part of their new construction and/or renovation effort. The online experience was expanded to provide customers with tools, better content and enhanced functionality to facilitate their engagement with PG&E and understanding of this particular process. First Responder Web Portal: Online Communications in partnership with PG&E Public

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Safety created an online experience for first responders (e.g. police, fire, EMS and others). The online portal offers first responders enhanced gas transmission maps and relevant safety content, while also providing an opportunity to register and learn about upcoming safety workshops and relevant PG&E events. IV. EVALUATION OF INTERNET IMPROVEMENT EFFORTS Customer interest in PG&Es online service features continues to grow. The attached table entitled Annual Report on PG&Es internet website (pge.com) outlines PG&Es continuing efforts to improve its website in more detail. However, usage totals in the attached table cover from January through October only since the visit data for November and December 2011 was not collected. As a result, the percent increase of My Account online users is under represented at -4.51%. Taking into account the My Account improvements and the historical usage of PG&Es online tools in November and December, PG&E would expect that the actual percent change was higher. As more options regarding rates and services become available, customer expectations for online service offerings continue to grow. PG&E plans to continue making improvements in its online services to meet customer needs. In past years JD Power customer satisfaction scores were typically reported. Moving forward, the JD Power scores will be replaced by the E Source North American Utility Website Review Benchmark. The E Source benchmark specifically addresses website performance and is a more precise leading indicator with respect to measuring the effectiveness of PG&Es ongoing website improvement efforts. // // //

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Questions regarding this report should be addressed to Stacy Walter, whose contact information is listed below. Respectfully submitted, PATRICK G. GOLDEN STACY W. WALTER

By:

/s/ STACY W. WALTER

Pacific Gas and Electric Company P. O. Box 7442 77 Beale Street San Francisco, CA 94120 Telephone: (415) 973-6611 Facsimile: (415) 973-0516 Email: SWW9@pge.com Attorneys for PACIFIC GAS AND ELECTRIC COMPANY March 29, 2012

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Pacific Gas and Electric Company Annual Report on PG&Es Internet Website (pge.com) Report for Year 2011 2011 Enhancement Work to pge.com Title/Description
PGE.com (logged-in) My Account Re-Architecture Both

Res / Bus

Work Completed/Customer Benefits

Provided customers a wider range of functionality in the logged in state. The implemented re-platformed site gives customers improved access to information about their account(s), especially multiple account customers. The new online tools also include more granular energy usage data for customers that have a SmartMeter which facilitates more informed decisions about energy usage and plans to conserve energy in the future. Made outage map more visually appealing and more accessible by making it a modal that is similar to an individual webpage. Also, improved the detail of the outage information by providing estimated time of restoration, outage cause and other data on a per outage basis for the zip code view. In addition, added more customer friendly language that describes the cause and status of the outage, making it easier to understand. Added new set of building and renovation webpages on the residential and business areas of pge.com. Developed simple, customer friendly getting started guides detailing the process required to start and finish building/renovation projects that require PG&E involvement. Added a cost estimator tool that provides customers with a cost estimate for common PG&E construction tasks. Added a permit office locator tool using Google Maps to direct customers to the correct municipal office to issue permits, conduct building inspections, and other government approvals. Lastly, provided in-language webpages (Spanish and Chinese) for key webpages in this content area. Built a non logged-in content area on pge.com that includes First Responder workshop registrations, safety information and forms to download education materials. In addition, added a logged-in area that provides First Responder users with detailed gas transmission maps and other detailed specific safety information designed for First Responders.

Enhanced outage map

Both

Building and renovation improvements

Both

First Responder web portal and non logged-in content

Bus

Pacific Gas and Electric Company Annual Report on PG&Es Internet Website (pge.com) Report for Year 2011

2012 Planned Enhancement Work to pge.com Title/Description Generation Interconnection web content

Res / Bus Both

Planned outages and street light outages My Energy Improvements

Both Both

Work Planned/Anticipated Customer Benefits Improve the web content and language detailing the interconnection process to the PG&E electric distribution system for customers with self-generation capabilities to ensure that pge.com is an accurate and central location for retrieving information related to interconnection. Add functionality to pge.com (logged-in and non logged-in) to allow customers to view future and historical planned outage data in both a map and table format. Also, allow customers to report street light outages through pge.com. Numerous improvements to My Energy are planned for 2012. Specifically, the following: - Automated Start/Stop/Transfers (residential only) - Report outages - Notifications/updates for current outages - Improving the online payment process - Payment Plan reminders - Time of Use (TOU) Enrollment (non-residential only) - Budget Alerts and Bill Estimates - View 36 months of detailed billing and usage history for customers not billed through the main PG&E billing system - High Bill Inquiry - Automated Service Appointments (residential only) - Improved messaging for completed transactions - Improved accessibility for users with visual or auditory access limitations

Pacific Gas and Electric Company Annual Report on PG&Es Internet Website (pge.com) Report for Year 2011
Website Usage Measures Measure (Source) Visits to pge.com (Webtrends) My Account Online log-ins My Account Online enrolled customers 2008 23,020,790 8,081,458 1,959,068 2009 32,303,875 10,484,144 2,829,490** 2010 40,982,082 13,842,965 2,239,365 2011 41,274,232* 13,218,664* 2,240,083* Change from prior Year 0.71%** -4.51%** 0.03%

*Data excludes November and December 2011 My Energy visits **Percent change is lower than anticipated due to the absence of November and December 2011 My Energy visits. *Data excludes November and December 2011 My Energy visits **Percent change is lower than anticipated due to the absence of November and December 2011 My Energy visits. *As part of the My Energy conversion, approximately 650K customer accounts were removed due to inactivity. **Starting in 2009, the methodology for counting enrolled customers changed. We now consider an enrolled customer who may have multiple billing accounts as a single enrolled customer as compared to the prior practice of counting each PG&E billing account as a separate enrolled customer. This change was made to facilitate reporting. * As of 2008, rather than reporting the incremental growth data, we now track total active customers enrolled in paperless billing. **As noted in the 2010 report, 1,628,165 was originally reported in the 2009 report and is incorrect because it included a group of customers that were counted twice. As a result, the percentage increase from 2008 to 2009, as reported in the 2010 report, is 19%. *Data excludes November and December 2011 My Energy visits **Percent change is lower than anticipated due to the absence of November and December 2011 My Energy visits.

Bill payments on pge.com Paperless billing customers*

5,328,196 1,178,273

6,993,471 1,403,870**

8,020,873 1,609,711

8,728,617 1,777,506

8.82% 10.42%

Appointments scheduled and service start/stop requests conducted online

96,686

120,022

142,683

121,044*

-15.17%**

Pacific Gas and Electric Company Annual Report on PG&Es Internet Website (pge.com) Report for Year 2011
*Customer Satisfaction Survey Overall Satisfaction Results for PG&E Company Survey Survey Conducted by Period Name BiAnnual North American Utility Website Review E Source

2008

2009

2010

2011

Change from Previous Year No change

Not a reporting year

Rated #5 out of 100 in North America

Not a reporting year

Rated #5 out of 100 in North America

*For previous reporting years, this report also included the JD Power overall satisfaction results for PG&E. Moving forward, the JD Power scores will no longer be used in this report. Rather, the E Source North American Utiltiy Website Review metric will be the reported benchmark. The E Source metric specifically addresses website performance and is a more precise leading indicator with respect to the effectiveness of PG&Es ongoing website improvements.