DUKE ENERGY

WATT’S NEW MARCH 9, 2023

CONFIDENTIAL & PROPRIETARY

DUKE ENERGY

WATT’S NEW

MARCH 9, 2023

S e e your s u pe r v i s o r o r a l ea d s p eci a l i s t i f yo u h ave q u estions ab out any o f t h e i n fo rm a ti o n s h a red b el ow.

DE ALL

• Ven dor Based Usa g e Aler ts Suspen d ed • Bu si n ess Process Excep tion M an a g em en t ( B PE M) C rea t i on

DE CAROLINAS

• Mem oran d um of Un d erstan din g (M OU) • Bi l l i n g Awaren ess Notif ic ation s (Usa g e Ale r t s )

DE PROGRESS

• Mem oran d um of Un d erstan din g (M OU) • Bi l l i n g Awaren ess Notif ic ation s (Usa g e Ale r t s )

DE FLORIDA

• Adj usted Fuel M idcourse Filin g ; M arch 2023

DE MIDWEST

• DE I – Grid Stren g th enin g Projec ts

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE ALL New : Ven dor Based Usa g e Al e r t s S u sp e n d e d On February 3, 2023, our vendor based Usage Alerts were suspended for customers in all jurisdictions due to a vendor related issue. The issue has been resolved and the alerts will resume in a staggered manner over the next couple of weeks by jurisdiction.

Note: Ohio Usage Alerts were not impacted by this issue. For questions, please reach out to [email protected].

Re m i n der : Busin ess Proce ss Exce p t i on Ma na g e m en t ( B PE M ) C reate d BPEMs are used to create requests for other departments to resolve certain customer inquiries. As a reminder, when creating a BPEM, specialists should be specific to avoid mishandling or delays. • BPEMs should always include notes/instructions on what action needs to be taken Note: Not including notes when creating BPEMs may cause delays in processing the request • Notes should be specific i.e., dates should include month/day/year - (10/12/22) Information on BPEMs can be found in The Source, DE All – Business Process Exception Management (BPEM) Overview / Solution ID: 210318095507227.

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE CAROLINAS U pdate: Me m oran dum of Un d e rst a n d i n g ( MO U) In the DEC and DEP jurisdictions, specialists are required to read the Memorandum of Understanding (MOU) script verbatim (word for word) when offering non-regulated products. To provide a smoother transition into the conversation, effective tomorrow, March 10, 2023, the following transitional phrases will be updated in C4C during a move order, on the Offers facet, and on the CheckPoint facet. English: “Mr./Mrs. Customer, your account is eligible for optional products that will help you save on unexpected repairs, can I share them with you?” Spanish: “Sr./Sra. Cliente, su cuenta es elegible para productos opcionales que le ayudarán a ahorrar con reparaciones inesperadas, ¿Puedo compartirlos con usted?” When a premise has more than one outdoor light, and the customer is advising they only Additionally, a reminder to read the MOU script verbatim (word for word) has been added in red text as shown below.

Note: The second portion of the MOU that displays after selecting yes, is also required to be read verbatim (word for word).

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE CAROLINAS Re m i n der : Billin g Awa re n e ss Not i f i ca t i ons ( U sa ge Aler t s) Last month, we began expanding the in-house Usage Alerts program to eligible customers in the DEC-SC and DEP-SC jurisdictions. Starting today, March 9, 2023, we deployed to eligible DEC-NC and DEP-NC customers. This new solution will soon be available for all jurisdictions. Customers will be auto-enrolled to receive a mid-cycle notification with a current cost calculation via SMS text. Text Message:

Note: Web page customers are directed to visit the URL in the text message for more information. Work Process: • If you receive a customer inquiry, check Interaction Records to see if they received a text and assure the customer this is not a scam • Let the customer know this is a new service and an easy way for them to track their usage throughout the month Program information, including eligibility requirements and Frequently Asked Questions, can be found in The Source, DE All – Billing Awareness Notifications (Usage Alerts) / Solution ID: 230206141427123.

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE PROGRESS U pdate: Me m oran dum of Un d e rst a n d i n g ( MO U) In the DEC and DEP jurisdictions, specialists are required to read the Memorandum of Understanding (MOU) script verbatim (word for word) when offering non-regulated products. To provide a smoother transition into the conversation, effective tomorrow, March 10, 2023, the following transitional phrases will be updated in C4C during a move order, on the Offers facet, and on the CheckPoint facet. English: “Mr./Mrs. Customer, your account is eligible for optional products that will help you save on unexpected repairs, can I share them with you?” Spanish: “Sr./Sra. Cliente, su cuenta es elegible para productos opcionales que le ayudarán a ahorrar con reparaciones inesperadas, ¿Puedo compartirlos con usted?” When a premise has more than one outdoor light, and the customer is advising they only Additionally, a reminder to read the MOU script verbatim (word for word) has been added in red text as shown below.

Note: The second portion of the MOU that displays after selecting yes, is also required to be read verbatim (word for word).

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE PROGRESS Re m i n der : Billin g Awa re n e ss Not i f i ca t i ons ( U sa ge Aler t s) Last month, we began expanding the in-house Usage Alerts program to eligible customers in the DEC-SC and DEP-SC jurisdictions. Starting today, March 9, 2023, we deployed to eligible DEC-NC and DEP-NC customers. This new solution will soon be available for all jurisdictions. Customers will be auto-enrolled to receive a mid-cycle notification with a current cost calculation via SMS text. Text Message:

Note: Web page customers are directed to visit the URL in the text message for more information. Work Process: • If you receive a customer inquiry, check Interaction Records to see if they received a text and assure the customer this is not a scam • Let the customer know this is a new service and an easy way for them to track their usage throughout the month Program information, including eligibility requirements and Frequently Asked Questions, can be found in The Source, DE All – Billing Awareness Notifications (Usage Alerts) / Solution ID: 230206141427123.

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE FLORIDA New : Adju ste d Fuel Mi d co u rse Fi l i n g ; Ma rch 202 3 On March 7, 2023, Florida Public Service Commission (FPSC) approved Duke Energy Florida’s updated fuel and capacity rate request and recovery of storm restoration costs. The new rate will take effect beginning April 2023 and reflects recovery of the fuel underrecovery for a period of 21 months. This extended recovery period and updated 2023 fuel cost estimates approved by the FPSC reduce the residential bill impact by $27.21, compared to the January filing. In addition to fuel costs, this rate adjustment also includes storm restoration work, mostly associated with hurricanes Ian and Nicole. Similar to its January 23 filing, DEF has also proposed to refund customers, through the capacity clause, approximately $11.7 million over 9 months related to favorable tax savings generated by DEF’s continued investment in solar generation. In a separate filing, DEF has asked to recover approximately $442.1 million in storm costs over 12 months. The monthly bill for a typical residential customer using 1,000 kWh will be $171.83, which is an increase of $6.28, or just under 4%. Most commercial and industrial customers will see bill impacts ranging from a 2% to 3.9% increase. Customers also saw a bill decrease effective in March 2023 associated with a decrease in the Asset Securitization Charge (ASC). The following is a breakdown of the March 2023 bill compared to the proposed April 2023 residential bill for a customer using 1,000 kWh of electricity:

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

DE FLORIDA Key Messages: • Safe, dependable, clean energy is important to all our customers. • DEF does not make a profit on fuel. • DEF took immediate steps to provide cost relief for our customers due to declining natural gas prices. • DEF used the Tax Reduction Act as an opportunity to pass some savings on to our customers. • DEF will continue to look for creative solutions to provide relief and focus our efforts to deliver the best possible service for our customers. • During 2021 and 2022, a number of unique events drove up natural gas prices and caused supply uncertainty which affected not only utility companies but a variety of other industries that rely on natural gas as well. • We recognize some of our customers are facing financial hardships. We are continuing to connect those customers with tools, programs and billing assistance and using disconnections only as a last resort. Our approach has always been to put our customers first. We’re here to help. duke-energy.com/heretohelp • We work hard on behalf of our customers to reduce costs while ensuring safe, reliable, cleaner energy 24/7 to meet our customers’ growing needs. Through cost management and careful planning, DEF has made thoughtful investments to significantly enhance service reliability and reduce emissions while lowering rates for our customers. We will continue to work hard to provide the best possible price for our customers. Complete information on all of these filings can be found in The Source, DEF – 2023 Rates; Adjusted Fuel Midcourse Filing APPROVED Mar 2023 / Solution ID: 230309152415370.

DE MIDWEST Re m i n der : DEI – Grid S t re n g t h e ni n g Pro j e c t s Approximately 300 letters were sent on February 3rd and 4th for accounts that Please be advised, there are several upcoming Grid Strengthening projects in Indiana. Program information, including sample letters and address lists for each project can be found in The Source, DEMW – Power Quality & Reliability Grid Strengthening Program / Solution ID: 160322091513307. See your supervisor or team lead/OJT if you have questions.

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI

This document contains confidential and proprietary information of Transworld Systems Incorporated (TSI), and cannot be reproduced, distributed, or printed without the written permission of TSI