Identification of persons who have access to each system, and whether the public can be granted access to all or part of each system

Because of its sensitive nature, CID data is confidential. Access to CID data is limited only to Consumer Services and several Litigation Division staff members. The public does not have access to any component of the CID. The public has access to the Office website to file a consumer complaint and to schedule outreach/educational meetings. The Time Matters program itself is a user interface facilitating the management of documents. The files themselves are saved on our office network on a drive referred to as the “Litigation Drive.” The Litigation Drive is accessible to all LSD staff. The public does not have access to our network.

Accessing SharePoint requires a URL, a username, and a password. The usernames and passwords were generated and distributed by OPC’s Computer Specialist. LSD staff and consultants involved with Pepco’s recent rate case (i.e., Formal Case No. 1103) received usernames and passwords. LSD staff is able to upload, download, and manipulate information on SharePoint. Consultants are limited to downloading information. The public does not have access to SharePoint.

Page 66 of 69

46. What has the agency done in the past year to make the activities of the agency more transparent to the public? In addition, please identify ways in which the activities of the agency and information retained by the agency could be made more transparent.

OPC makes its activities and accomplishments transparent to the public through the regular posting of information on its website, including significant OPC filings before the PSC, OPC consumer education and community outreach activities, and OPC’s position on significant issues in the form of fact sheets or web articles. Additionally, email blasts, Facebook and Twitter postings, and community leaders’ briefings contribute to agency transparency. OPC’s “D.C. Utility Consumer Guide” and “Senior Resource Guide” publications are regularly updated with the latest utility information. OPC’s Annual Report summarizes the Agency’s yearly activities on behalf of the District’s utilities consumers. Also, all OPC litigation pleadings and testimony are filed on the public record with the PSC, as are OPC’s contracts with legal and technical consultants. OPC notes that it increased its Facebook and Twitter postings over the last quarter as a result of developing a more formal social media action plan. In addition, although OPC places all of its major litigation and educational documents on its website, OPC has begun making hard copies of its major documents, such as the Pepco/DDOT Undergrounding Plan documents, and the Exelon/Pepco merger application and litigation documents, available for review by the public in the agency’s offices.

Page 67 of 69

47. How does the agency solicit feedback from customers?

OPC solicits feedback from consumers through its Consumer Education and Outreach Program and Informal Complaints Resolution process. OPC staff also interacts with Council members’ staff, Advisory Neighborhood Commissioners, civic and citizen association members, as well as senior citizen and other community groups regarding the quality, affordability, and reliability of the District’s utility services.

Consumer feedback is solicited by phone, facsimile, email, Facebook, Twitter, regular mail and direct interaction with consumers. Following community meetings, OPC staff completes Community Evaluation Surveys, which identify the organization sponsoring the meeting, government/utility/community leaders in attendance, and consumers’ key utility questions. For example, following OPC sponsored events, such as “Utility 101” Workshops, OPC staff has conducted consumer surveys. The surveys provide very useful information on attendance, impressions of the event, the usefulness of the information presented, and how the event could be improved, and concerns about utility services.

Page 68 of 69

48. Has the agency changed its practices as a result of such feedback?

Through feedback, OPC has received valuable information detailing utility ratepayers’ opinions about the quality of the District’s utility services, the rates and billing, reactions to changes affecting the District’s utility markets, the effectiveness of the utility-regulatory process, and OPC’s role as utility-consumer advocate. For example, consumers have expressed problems and concerns regarding experiences with CES. OPC has also received consumer feedback on Verizon’s transition from copper to fiber cable which assisted the agency in its litigation of this issue and the undergrounding of Pepco electric lines. As previously noted, consumers’ complaints about competitive energy suppliers’ marketing and business practices and “variable rates” were the impetus for OPC’s petition to investigate their activities in the District of Columbia. As a result of consumers invaluable input, OPC is able to better advocate their interests.

In addition, OPC receives feedback on the effectiveness of its policies and practices through consumer feedback. This feedback allows the Office to tailor its advocacy and representation to the expressed concerns of its clients. OPC receives numerous letters of appreciation from consumers it has represented, as well as from community groups where staff members have made presentations on utility issues affecting their communities. See Attachment, “Letters of Appreciation to OPC Staff.”

Page 69 of 69

49. Please provide any addition information, feedback, or requests to the Committee that OPC deems necessary.

Beginning in FY14, the Office of the People’s Counsel has been working closely with the District Department of General Services (DGS) to expand its current lease space, through a lease amendment, in order to accommodate for recent growth in staff and activities. The current target date, per DGS, is March or April of FY15.