ISE 2 initiative improves survey methodology and regional representation across the US

The California Public Utilities Commission convened on June 26, 2025, to discuss the SB-884 Program Guidelines, specifically focusing on the Data Template as part of Technical Working Group #3. The meeting aimed to review the progress and methodologies of the Integrated Customer Engagement (ICE) initiative, particularly the transition from ICE 1 to ICE 2.

The session began with a recap of the significant differences between the survey data used in ICE 1 and ICE 2. It was noted that the surveys for ICE 2 were conducted within the last three years, contrasting sharply with the 25 to 35-year-old surveys that informed ICE 1. This update was highlighted as a major improvement in the survey approach, which now employs a consistent set of questions and a standardized administration process. The team, led by RA, was commended for their efforts in enhancing the survey's effectiveness.

A key objective of ICE 2 is to ensure comprehensive geographic coverage across the United States. The previous initiative, ICE 1, exhibited identifiable gaps, particularly in the West and Southeast regions. The current phase aims to achieve full representation across all regions, with an emphasis on rolling out the initiative in phases to address these disparities. The first phase yielded more representative responses from the Eastern and Midwestern parts of the country, and efforts are underway to include more diverse regional input as the initiative progresses.

Additionally, the meeting addressed the consistency in evaluating interruption durations for ICE 2, focusing on four specific durations. This consistency is crucial for accurately assessing customer experiences and preferences.

In conclusion, the meeting underscored the advancements made in the ICE initiative, particularly in survey methodology and geographic representation. The Commission plans to continue refining these efforts to ensure that all regions are adequately represented by the time the initiative concludes. Further discussions and follow-up actions are expected as the program develops.