PHI Mobile App Timeline

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Introduction

• The idea for Pepco Holdings, Inc.’s (PHI’s) self-service mobile applications was conceived during the aftermath of a series of devastating storms in 2010, when PHI’s Customer Care team noticed that an increasing number of customers were trying to access outage information through their mobile devices.

• The first version of PHI’s apps launched in November 2010 for operating companies Pepco, Delmarva Power, and Atlantic City Electric. Since that time, PHI has worked to enhance the features and usability of the apps through regular releases and updates. The following is a timeline of the releases with information about the feature(s) added with each release.

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2010• Initial app release, includes access to online outage maps

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2011• Access to account-specific outage information and outage reporting

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May 2012• One-time payment capabilities

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November 2012• Improved outage map interface with enhanced graphics, location-based

zooming, and utility-designated service area layers

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November 2013• Municipal- and ZIP code- level data added to outage maps

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August 2014• Full interface redesign, view and pay bills, enroll in paperless billing

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August 2014• Access energy usage information

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September/October 2014• Visual redesign, including compatibility with Apple iOS 8 software

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September/October 2014• Account overview and energy usage

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January 2015• Report streetlight issues (Atlantic City Electric and Delmarva Power

customers)• Subscribe to receive push alerts (Atlantic City Electric customers only)

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Statistics• To date, there have been over 255,000 downloads and over 233,000 new

app users, which means that 91% of customers who download the app have opened it at least once.

• As of March 2015, PHI customers have used the mobile apps to pay over 140,000 bills and submit over 51,000 outage reports.

• For 2014, 7.5% of outages were reported via the mobile app; during storms, this percentage more than doubles.

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ConclusionAs part of PHI’s continuing efforts to meet customer expectations, the redesigned mobile apps provide customers with one of the most comprehensive mobile apps in the utility industry. Apps for each of PHI’s operating companies are free and available for iPhone, iPad, and Android devices.

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