CS WEEK CONFERENCE 40

Leveraging a Mobile Application to Boost Online Self-Service Karen Jeans

Manager, Customer Care Support & Admin Union Gas

Agenda Welcome

Company Overview Customer Channels and Trends MyAccount Usage and Trends

Self-Service Trends and Outlook Impact and Challenges MyAccount Mobile

Proposed Enhancements & Future Considerations Q&A Union Gas | 2

The Power of Our Growing Portfolio Connecting the largest diverse markets with growing supply

Natural Gas Transmission Pipe: 19,000 mi Natural Gas Storage Capacity: ~300 Bcf Natural Gas Gathering Pipe: 70,000 mi Crude Transmission Pipe: 1,700 mi NGL Transmission Pipe: 1,500 mi SE Gas Processing Capacity: 3.7 Bcf/d 4Q14 DCP Gathered and Processed: 6.7 Tbtu/d 4Q14 DCP NGLs Produced: ~450 MBbl/d Distribution Pipe: 39,900 mi Union Gas Retail Customers: 1.4 million

Gas storage facility Gas processing plant Propane terminal NGL storage Shale gas formations Crude storage Major oil pipeline terminal

Union Gas | 3

Union Gas • Major Canadian natural gas storage, transmission and distribution company based in Ontario • Over 100 years of experience and safe service to customers • Dawn storage facility – largest underground storage facility in Canada • Dawn Hub, one of the top-5 physically traded hubs in North America

• Assets of $7 billion, ~1.4 million customers, ~2,200 employees

Retail Customers

1.4 million

• One of Canada's Top 100 Employers 2011-2016

2014 Pipeline Throughput

1.2 Tcf

Distribution Pipe

64,200 km / 39,870 mi

• A Spectra Energy (NYSE: SE) company

Storage Capacity

157 Bcf

Transmission Pipe

4,811 km / 2,988 mi

Union Gas | 4

Customer Channels and Trends 2500

Thousands

2000 Live Agent

1500

IVR Self-Serve Email

1000

Online Transactions Paper Correspondence

500

0 2011

2012

2013

2014

2015 Union Gas | 5

Union Gas Customer Demographics 30% 25% Union Gas Franchise Population of Ontario

20%

15% 10% 5% Age

0% 19-34

35-47

48-53

54-60

61-67

68-74

75-84

85-94

Percentage of Union Gas customers age 51+ is higher than that within the overall province Union Gas | 6

Growth in MyAccount 2,500,000

2,000,000 MyAccount Active Profiles

1,500,000 1,000,000

Online Transactions

500,000 0 2011

2012

2013

2014

2015

30.5% of Union Gas customers receive Paperless bills Union Gas | 7

MyAccount Mobile Entry Points • Email prompts increasingly important to MyAccount usage

UG Website

21%

• Visits to corporate website are declining

16%

2011

UG Email

36%

2012

61%

2013 2015

37% of our Paperless customers receive their gas bill as an email attachment

MyAccount

27% 37%

0%

50%

100% Union Gas | 8

MyAccount Customers’ Internet Usage 15%

DESKTOP LAPTOP

39%

MOBILE DEVICE

24%

ALL THE ABOVE

By Income 22%

100% 90%

25%

80%

36%

45%

40%

70% 60%

36%

50%

29%

40% 30%

21%

20%

24%

18%

15%

11%

< $40K

$40K TO $60K

$60K TO $80K

0%

21% 20% 22%

20%

20% 10%

51%

19% 18% $80K TO $90K

11% >$90K

Union Gas | 9

MyAccount Customers’ Internet Usage – by Age 100% 90% 30% 80%

27%

40% 49%

50%

49%

70%

11% 15%

60%

ALL THE ABOVE

MOBILE DEVICE

50% 40%

19%

34%

15%

40%

35%

33%

LAPTOP DESKTOP

30% 21% 20% 31%

11%

10% 9%

5%

25-34

35-44

0% 18-24

13%

15% 45-54

20%

55-64

28%

65+

Desktop computers have a limited life Union Gas | 10

Landline Trends and Outlook

Source: StatCan Residential Telephone Service Survey, 2013

Younger population as well as lower income population has highest use of cell phones Union Gas | 11

Impact and Challenges • Out-bound calling for collections and emergencies are less effective and will continue to decline • Email and text communications will become primary contact methods

• Mobile application must be robust and seamless and also consistently refreshed to keep up with changing devices • Information traditionally residing outside MyAccount is being overlooked Customers with a higher propensity for contact with the utility are not reachable by traditional methods

Union Gas | 12

MyAccount Mobile Patterns and Trends • 13% of all logins to MyAccount are through the mobile application • 87% of MyAccount users own a mobile device that can access the Internet

• Top Three Features Accessed in MyAccount Mobile: – Account Summary – Bills & Payments – Usage Overview

• Top Three Transactions completed in MyAccount Mobile: – Payment Arrangements – Payment Notifications – Submit a Meter Read

Frequent visitors of MyAccount have a higher overall impression of Union Gas Union Gas | 13

MyAccount Mobile • Implemented in February 2015 • Mobile application that automatically detects mobile devices

Union Gas | 14

Proposed Enhancements and Future Considerations • Modify registration and password requirements to increase ease of use • Simplify “multi-step” transactions like moves and service order bookings to work seamlessly on a mobile platform

• Gather and maintain customers’ preferences for communication methods • Establish text communications • Add a “take a picture” option for submitting meter readings by Mobile MyAccount customers will shift to electronic communications for all activities by the end of 2016

Union Gas | 15

Karen Jeans Manager Customer Care Support & Administration Union Gas Limited | A Spectra Energy Company 50 Keil Drive North | Chatham, ON N7M 5M1 Tel: (519) 436-4579 Email: [email protected]