POLICIES_ PROCEDURES by liwenting

VIEWS: 9 PAGES: 53

									POLICIES, PROCEDURES
         AND
 OPERATING MANUAL
              (PPOM)

                 OF


          SESCO, INC.


               For The

ENERGY PARTNERS PROGRAM
                  of

 PACIFIC GAS & ELECTRIC COMPANY




             Prepared By:


             SESCO, Inc.
    77 Yacht Club Drive, Suite 1000
    Lake Forest, New Jersey 07849


             March 1998
       SESCO, Inc.                                                                                               March 1998
       1998 Energy Partners Program                                                Policies, Procedures and Operating Manual




                                                           TABLE OF CONTENTS

I.         QUICK REFERENCE - DEADLINES AND DUE DATES ................................................................ 1

II.        DEFINITIONS ................................................................................................................................. 3

III.       CONTRACTOR SECTION ............................................................................................................. 5

           A.         General Eligibility Requirements ....................................................................................... 5

                      1.          Structural: ............................................................................................................. 5

                      2.          Contract Limitations: ............................................................................................. 6

                      3.          Income:................................................................................................................. 6

                      4.          Property Owner Approval: .................................................................................... 9

                      5.          Education: ............................................................................................................ 9

                      6.          Weatherization Eligibility:...................................................................................... 9

           B.         Customer Relations Policies ............................................................................................. 10

                      1.          Other Work: ......................................................................................................... 10

                      2.          Selling Services: .................................................................................................. 10

                      3.          Use of Information: .............................................................................................. 10

                      4.          Personnel Requirements: .................................................................................... 11

                      5.          Subcontracting Requirements: ............................................................................ 13

                      6.          Customer Satisfaction: ........................................................................................ 14




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           7.         Damage to Customer's Premises or Property: .................................................... 15

           8.         Quality Assurance: .............................................................................................. 15

           9.         Customers 18 Years or Older: ............................................................................. 16

           10.        Customer Files and Records Retention: .............................................................. 16

    C.     Outreach and Marketing Policies...................................................................................... 16

           1.         Promotional Guidelines: ...................................................................................... 16

           2.         PG&E Employees: ............................................................................................... 16

           3.         Customer Interaction: .......................................................................................... 16

           4.         Tracking Penetration: .......................................................................................... 17

           5.         SESCO or PG&E Referrals: ................................................................................ 17

    D.     Energy Education Visit Policies ........................................................................................ 17

           1.         Performance: ....................................................................................................... 17

           2.         First Energy Education Visit: ............................................................................... 17

           3.         Second Energy Education Visit: .......................................................................... 19

    E.     Refrigerator Replacement Procedures ............................................................................. 20

           1.         Refrigerator Replacement: .................................................................................. 20

           2.         Scheduling:.......................................................................................................... 22

           3.         Referrals: ............................................................................................................. 22




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                    4.          Capacity of New Refrigerator: ............................................................................. 22

                    5.          Specifications: ..................................................................................................... 22

                    6.          Replacement Refrigerator Storage, Delivery and Installation: ............................. 23

                    7.          Scheduling Policies: ............................................................................................ 25

                    8.          Conditions on Payment: ...................................................................................... 26

F.       Measures to Be Installed ............................................................................................................... 26

                    1.          Installation: .......................................................................................................... 27

                    2.          Standards To Be Used: ....................................................................................... 27

                    3.          Comprehensive Asbestos, Lead Paint and Hazardous Materials Policy: ............ 27

                    4.          CIP Inspections: .................................................................................................. 28

                    5.          Weatherization Performance Schedules: ............................................................ 29

                    6.          Installation Policies and Warranties: .................................................................... 29

         G.         Quality Assurance ............................................................................................................ 29

                    1.          General:............................................................................................................... 30

                    2.          Field Observations: ............................................................................................. 30

                    3.          Telephone Quality Assurance: ............................................................................. 30

                    4.          CIP Inspections and Combustion Appliance Safety (CAS) Testing: .................... 31

         H.         Corrective Action .............................................................................................................. 32




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    I.     Forms and Instructions ..................................................................................................... 32

           1.         Ordering PG&E Forms and Marketing Materials: ................................................ 32

           2.         Ordering SESCO Forms: ..................................................................................... 32

           3.         Forms and Descriptions:...................................................................................... 33

    J.     Drug and Alcohol Abuse Policy......................................................................................... 33

           1.         Removal from Program: ...................................................................................... 33

           2.         Prohibited Activities: ............................................................................................ 33

           3.         Notification:.......................................................................................................... 34

           4.         Refusal to Comply: .............................................................................................. 34

           5.         Re-Instatement: ................................................................................................... 34

    K.     Program Materials, Publicity and Promotional Activities Policy ........................................ 35

           1.         Materials: ............................................................................................................. 35

           2.         Media and Publicity: ............................................................................................ 35

    L.     Bill Disaggregation............................................................................................................ 35

           1.         Data Collection: ................................................................................................... 35

           2.         Distribution: ......................................................................................................... 35

    M.     Invoicing by Contractor ..................................................................................................... 36

           1.         Validation of Data: ............................................................................................... 36




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                   2.          Timing for Invoices: ............................................................................................. 36

                   3.          Required Invoice Documentation: ....................................................................... 36

          N.       Customer Complaint Resolution ....................................................................................... 37

                   1.          Responding to Customer Complaints: ................................................................. 37

                   2.          Customer Complaint Resolution Procedures:...................................................... 37

                   3.          Other Customer Service Issues:.......................................................................... 38

          O.       Customer Referrals .......................................................................................................... 38

          P.       Training............................................................................................................................. 39

                   1.          Energy Specialist Standards and Training: .......................................................... 39

                   2.          Weatherization Specialists, Crew Leaders and Supervisors Standards and
                               Training:............................................................................................................... 40

          Q.       Data Processing and Reporting........................................................................................ 42

IV.       APPROVED FORMS AND ATTACHMENTS ................................................................................. 46




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I.       QUICK REFERENCE - DEADLINES AND DUE DATESI. QUICK REFERENCE - DEADLINES AND DUE
         DATES

Customer Relations

         First Energy Education: A customer must receive the first energy education visit within 30 calendar days
         of the customer's response to Contractor's marketing or within 25 calendar days from Contractor's receipt
         of a referral from SESCO or PG&E.

         Second Energy Education: The second energy education visit must be completed not less than 30
         calendar days from the date weatherization Work is completed.

         Customer Complaints: Customer complaints must be resolved within 3 business days of Contractor's
         notification of the complaint from the customer, SESCO, or PG&E.

Personnel, Energy Specialists and Subcontractors

         New Hires: Prior to using any new Energy Specialist, Weatherization Specialist, or subcontractors to
         perform any Work, Contractor must provide SESCO and PG&E with the information requested in the
         Customer Relations section of this manual.

         Terminations: Contractor must notify SESCO and PG&E of the termination of any employee previously
         working on the Energy Partners Program (EPP) within 24 hours of her/his last work day.

Inspections

         Inspection Failures: Contractor must correct inspection failures and report the correction to the PG&E
         Central Inspection Program (CIP) within 10 calendar days of notification by CIP for non-hazardous
         failures and 24 hours for hazardous failures.

Benchmarks

         Benchmarks: Benchmark dates and unit goals are shown as an attachment to the individual SESCO-
         Contractor Agreements.




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Forms and Reports

      EPPS Data: Contractor must submit Energy Partners Program Survey (EPPS) data as soon as feasible
      after the first energy education visit to avoid delays in producing the bill disaggregation package. If
      EPPS data requires correction, new information should be submitted as soon as possible. Contractors
      should expect to receive bill disaggregation packages from SESCO 21 or more calendar days after
      SESCO receives complete EPPS data.

      Invoices: Contractor shall submit completed installations for a home by the Monday following, which shall
      act as a preliminary invoice pending completion of the second energy education. Final invoice for each
      home treated should be sent to SESCO within 5 working days of completing all Work at the home,
      including, if any, necessary corrections of any inspection fails and the second energy education. Invoices
      should reference the appropriate weekly CDS (Customer Data System) reports.

      Form Requests: Form "masters", where applicable, will be available upon request to SESCO. Each
      Contractor shall be responsible for reproducing sufficient forms needed for the Work and to maintain an
      up-to-date file of form revisions.

      Marketing Reports: Contractor shall submit weekly to SESCO: updated CDS report and updated
      marketing report, taken from the CDS. These reports are used to prepare a required report for PG&E.




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II.       DEFINITIONSII. DEFINITIONS

          Attic Insulation: Also referred to as ceiling insulation. Installing insulation in the area above the living
          space.

          Bill Disaggregation: The process of determining how a customer's energy is used based on analysis of
          the customer's energy billing history and responses to survey questions. The end result is a personal
          energy profile.

          CARE: An acronym for California Alternate Rates for Energy. Provides customers who meet income
          qualifications a 15% discount on their utility energy bills.

          CIP: PG&E's Central Inspection Program. This is the entity that will perform inspections on Work
          completed under EPP.

          CDS: The Customer Data System designed and maintained by SESCO to track participation,
          performance, installations, and status of EPP procedures for each Contractor and for the EPP as a
          whole.

          GRA: George Reeves Associates (GRA) is the data management company which designs and maintains
          the CDS and the data required to report to PG&E.

          Housing Type Mix: The percentages of single-family, multi-family and mobile homes that must be
          completed in a project area.

          Master-Metered: A situation where one PG&E meter serves numerous residences.

          Mobile homes: One housing type, includes mobile homes only. Often included in the single family
          category unless otherwise specified.

          Multi-family: One housing type, includes any dwelling with 5 or more units in which the conditioned
          space of one unit touches the conditioned space of another unit.

          Personal Energy Profile: Also called the bill disaggregation package. The representation of a customer's
          energy usage created by specialized software that analyzes billing history information and customer
          responses to survey questions.




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    Project or Project Area: The area(s) assigned to a specific Contractor for providing EPP services.

    Senior Citizen: A person who is 60 years of age or older.

    Single-family: One housing type, includes individual houses, two, three and four plexes and, unless
    specified otherwise, mobile homes.

    SRG: An old acronym (standing for "Special Request Granted") previously used to describe customer
    lists now contained in the CDS.

    Sub-Metered: A set of master-metered residences where additional, individual energy meters have been
    installed and the actual energy use of each residence is recorded and billed to that residence by a third
    party.




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III.       CONTRACTOR SECTIONIII.          CONTRACTOR SECTION

           A.     General Eligibility Requirements            A.     General Eligibility Requirements

                  A household's eligibility for the EPP is contingent upon meeting all of the following requirements:

                  1.      Structural:              1.         Structural:

                          a.      PG&E Customers: Only homes served by either PG&E gas or electricity, as
                                  evidenced by the customer's accurate name and address appearing in the CDS,
                                  are eligible for this program. Recipients of refrigerator replacement services
                                  must be PG&E electric customers. In areas served by other gas or electric
                                  utilities, the recipient of weatherization services (all Energy Efficient Measures
                                  [EEMs] other than the refrigerator replacement) may not have their primary
                                  heating fuel supplied by the other (non-PG&E) utility. If heating fuel is not
                                  supplied by any utility (e.g., wood, propane, etc.), then the recipient of
                                  weatherization services must have electric service be supplied by PG&E.

                                  Contractor shall receive a CDS which includes all PG&E customers within the
                                  area. Contractor may receive CDS updates which provide for new CARE
                                  customers periodically. The CDS will include the information listed below and
                                  will be provided electronically.

                                          >        Customer's name
                                          >        Complete PG&E service address
                                          >        Mailing address (if different)
                                          >        Home and/or other telephone numbers (if available)
                                          >        Customer account number

                                  A customer whose accurate name and address does not appear on the CDS is
                                  not eligible for EPP, unless a non-household member is paying the bill on behalf
                                  of the occupant and the occupant has the authority from the customer of record,
                                  whose accurate name and address appear on the CDS, to accept the EPP
                                  services.




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                  b.      Housing type: Single family homes, two- three- and four-plexes and individually
                          or sub-metered multi-family dwellings or mobile homes are eligible for Energy
                          Partners. Master-metered multi-family dwellings or mobile homes which are not
                          sub-metered are not eligible for EPP.

                  c.      Location: The home must be located within the Contractor's project area or
                          territory. A Contractor may not market to customers outside of its assigned
                          project area.

                  d.      Previous Weatherization: Homes weatherized by EPP within the past five years
                          are not eligible for EPP.

                  e.      Occupancy: Only occupied dwellings, regardless of housing type, are eligible for
                          EPP.

                  f.      Businesses: Nursing homes, rest homes, hotels, motels or other businesses are
                          not eligible for this program, except for a non-profit organizations or group
                          homes located in residential homes having a full-time resident who can receive
                          energy education.

           2.     Contract Limitations:               2.     Contract Limitations:

                  Regardless of other eligibility criteria, Contractors must achieve the housing type mix,
                  CARE customer percentage, and attic insulation percentage goals specified in their
                  Contract.

           3.     Income:                  3.         Income:

                  Income qualification is achieved by the total household income meeting the current
                  CARE (California Alternate Rates for Energy) guidelines. If the head of household is a
                  senior citizen (60 years of age or older) or disabled (see below), the total household
                  income must meet the "200% CARE" guideline. Both income guidelines are shown as
                  part of the CARE application referenced in Section IV and are subject to change upon
                  written notice by PG&E. Contractors are to follow those income guidelines.

                  a.      Customers who are current CARE participants, as evidenced by their accurate




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                         name and address appearing on the CDS listing as a CARE customer, are
                         eligible without further documentation of income.

                  b.     If customer is not on the CDS CARE listing but claims to be a CARE customer, a
                         copy of a current (no more than one month old) PG&E bill that reflects the CARE
                         rate is acceptable as income verification and may replace the Self-Certification
                         procedure. When using a PG&E bill to document income, a copy of the bill must
                         be attached to the Self-certification form.

                  c.     All non-CARE customers must be income qualified by the Contractor prior to
                         receiving program services. Customers over the income guidelines are not
                         eligible for EPP, and Contractors will not be paid for services provided to such
                         customers.

                  d.     Income qualification includes completion of a Self-Certification Form with the
                         customer and obtaining the customer's signature. The Energy Specialist is
                         responsible for ensuring the accurate and thorough completion of the Self-
                         Certification Form. Keeping copies of any income documentation viewed is not
                         necessary, but the type of documentation should be noted on the Self-
                         Certification Form.

                  e.     Sources of Income: All income received by household members during the last
                         six months should be included in the calculation of total annual household
                         income. Potential sources of income are listed below:


                                     >       Wages/Pay Stubs, Disability or Child Support
                                     >       Pension/Retirement, Alimony
                                     >       Aid to Families with Dependent Children (AFDC)
                                     >       Unemployment Insurance
                                     >       Rental Income
                                     >       Interest/Dividends, Veterans Benefits, Other Benefits as
                                             Appropriate
                                     >       Social Security, Supplemental Social Security
                                     >       Signed statements from income sources such as renters,
                                             employers or relatives




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                         (1)     Assets are ignored when establishing program income eligibility.
                                 However, interest from savings accounts must be included and
                                 documented, even if the interest is merely being compounded and left in
                                 the bank.

                         (2)     Persons living in the household who pay rent to the head of household
                                 are not included in the household size or income calculations. The rent
                                 that they pay to the household is included in the calculation of total
                                 household income.

                         (3)     For self-employed customers, business income documentation
                                 acceptable to the Internal Revenue Service for tax purposes may be
                                 used. This should include a detailed income and expense statement
                                 covering the eligibility period.

                  f.     Defining Disability: The Americans with Disabilities Act defines three categories
                         of disability --

                         a.      A person who has a physical or mental impairment that substantially
                                 limits one or more of the major life activities of that person

                         b.      a person who has a record of such an impairment

                         c.      a person who, while not actually disabled, is regarded as having such
                                 an impairment

                         Major life activities may include caring for oneself, walking, seeing, hearing,
                         speaking and working. Conditions that are classified as disabled run the range
                         from blind or wheelchair-bound to cancer and heart disease. Medical records
                         and/or physicians' statements are required to document the above.

                         Persons receiving SSA (supplemental security assistance, part of the Social
                         Security system) are automatically qualified as disabled for EPP. SSI (social
                         security income), however, is means-based and is paid based on income and




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                          resource need guidelines; it does not mean that the customer is disabled.

           4.     Property Owner Approval:                   4.      Property Owner Approval:

                  Both owner- and renter-occupied homes are eligible for Energy Partners. A Property
                  Owner Waiver (POW) must be completed and signed by the legal owner, or the owner's
                  representative or agent, and kept on file by the Contractor prior to any weatherization
                  Work or CAS testing at that property.

           5.     Education:               5.         Education:

                  All homes must receive the first energy education presentation and be offered the
                  second energy education visit, each as described in the Outreach and Marketing section
                  of this manual. At least one person receiving each of the education presentations must
                  be a full-time resident of the household at least eighteen (18) years of age.

           6.     Weatherization Eligibility:                6.      Weatherization Eligibility:

                  All other eligibility requirements must be satisfied and any required documentation
                  completed prior to beginning any weatherization Work. Homes must receive at least one
                  weatherization measure in order to be eligible for payment under this program.

                  a.      A minimum of 13% of the homes weatherized must be eligible for and receive
                          attic insulation.

                  b.      Unless otherwise approved in writing by both PG&E and SESCO, $220.00 is the
                          maximum amount that may billed for minor home repair in any single residence,
                          including both labor and materials.

                  c.      There are no restrictions in EPP on utilizing state, utility or other programs to
                          accomplish repairs prior to or after weatherization under this program or
                          installing measures eligible under other programs that are not billed to EPP.
                          Installed measures charged to other programs may not be billed to EPP. Any
                          eligible EEMs installed and billed to the EPP may not be billed to any other
                          program.




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    B.     Customer Relations Policies B.           Customer Relations Policies

           1.     Other Work:              1.       Other Work:

                  Only Work that is for the purpose of securing energy conservation is billable to EPP.
                  Minor home repairs that are not in direct support of the installation of EEMs or for the
                  primary purpose of reducing infiltration or otherwise reducing energy use cannot be
                  billed to EPP.

           2.     Selling Services:                 2.      Selling Services:

                  The Contractor is prohibited from selling to the customer or charging the customer for
                  any services during any EPP-related activity. Any additional services provided during
                  any EPP-related activity shall be at no charge to the customer or to EPP.

           3.     Use of Information:               3.      Use of Information:

                  The Contractor is prohibited from using information obtained from SESCO or PG&E
                  about PG&E customers as a result of EPP in any way without the written approval of
                  PG&E and SESCO, except as such information is used for fulfilling Contractor's
                  obligations under EPP.

           4.     Personnel Requirements:                   4.       Personnel Requirements:

                  Contractor shall employ only qualified personnel to perform Work on EPP. The following
                  requirements apply to all Contractor personnel (and those of any subcontractor of
                  Contractor) making in-person contact with customers.

                  a.      Appearance. Contractor shall ensure that each Energy Specialist,
                          Weatherization Specialist, crew leader and other customer contact personnel
                          involved in site visits maintains a neat and clean appearance and wears a
                          SESCO-approved uniform and identification badge. Unless otherwise approved,
                          the required uniform for Energy Specialists is a dark blue Energy Partners polo
                          shirt, matching slacks/pants and an Energy Partners jacket (when needed). The
                          required uniform for Weatherization Specialists shall be dark blue work clothes




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                         which clearly indicate the name of the contractor or the Energy Specialist
                         uniform described above. Contractor's standard uniforms may not duplicate in
                         any way PG&E's employee uniform nor give the appearance that the wearers
                         are PG&E employees. Upon request, SESCO shall provide an acceptable
                         uniform service provider for such uniforms.

                  b.     Identification. Energy Specialists, Weatherization Specialists, and crew leaders
                         shall prominently wear identification badges during customer contact.
                         Identification badges shall include a color photo no smaller than 2" wide and 3"
                         high, Contractor's company name, badge number, and the words "Energy
                         Partners, a PG&E Program." SESCO shall provide templates for the I.D. badge.
                          SESCO reserves the right to inspect any I.D. badge during normal work hours.
                         The Contractor shall immediately destroy the identification badges of all
                         personnel no longer working for Contractor or its subcontractors on EPP. The
                         badge numbers and names of new hires and of employees no longer with EPP
                         shall be documented and sent to SESCO within 48 hours of any personnel
                         changes, along with certification of destruction of I.D. badges of departing
                         employees.

                  c.     Conduct. Contractor's employees shall conduct themselves and their Work in a
                         timely, conscientious, courteous and professional manner at all times.
                         Contractor shall respect the rights of the general public, and especially PG&E
                         customers, at all times. Contractor shall strive at all times to be courteous to all
                         PG&E customers affected by the Work performed under this Contract as well as
                         all members of the general public. Contractor shall ensure that the conduct of its
                         employees or subcontractor's employees is of a professional manner, and will
                         not allow its employees to play radios, use profanity, use abusive language, or
                         display gestures which could be interpreted by the PG&E customer or the
                         general public as offensive or obscene.

                         (1)     Conflicts between the general public (and specifically PG&E's
                                 customers) and the Contractor's or subcontractor's employees will not
                                 be tolerated. If, in the opinion of PG&E or SESCO, Contractor's or
                                 Subcontractor's employee is unsatisfactory or unfit, Contractor shall
                                 replace said employee immediately. It is understood that this provision
                                 in no way requires the Contractor or subcontractor to terminate the




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                                 employment of any employee replaced under the terms of this section.
                                 Nor, by the terms of this section, does PG&E or SESCO express or
                                 imply an endorsement or approval of the termination of employment with
                                 the Contractor or subcontractor of any employee replaced under the
                                 terms of this section.

                         (2)     Due to the ongoing business relationships between PG&E and its
                                 customers, it is extremely important for Contractor to perform its Work in
                                 a timely, conscientious and businesslike fashion with a minimum of
                                 delays and disputes. Therefore, it is imperative that Contractor resolve
                                 any disputes with customers in accordance with the provisions of this
                                 PPO manual.

                  d.     Energy Partners Alcohol and Drug Abuse Policy. While at the customer sites,
                         personnel shall not be under the influence of drugs or alcohol nor be using
                         either. Smoking is prohibited within the residences being served at all times and
                         on the customer's premises without customer approval. All Contractors are
                         responsible for adherence by all of their employees to the Drug and Alcohol
                         Abuse Policy which has been provided to each Contractor as part of this PPO
                         Manual. Contractors who fail to enforce these policies may be suspended or
                         removed from the Program.

                  e.     Specialist Employee Requirements. Individuals performing the Work of the
                         Energy Specialist or Weatherization Specialist must be employees of the
                         Contractor or its subcontractor. Contractors must be able to provide proof of
                         employment to SESCO upon request.

                  f.     Unless otherwise approved by SESCO or unless prohibited by law or regulatory
                         instructions, Contractor shall furnish the following information on each employee,
                         and those of any subcontractor, to SESCO prior to the commencement of Work
                         on the Program by that employee:

                         (1)     Full name
                         (2)     Address
                         (3)     Date of birth
                         (4)     Social security number




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                          (5)     Work location

           5.     Subcontracting Requirements:                      5.      Subcontracting
                  Requirements:

                  No subcontractor may be used without the prior written approval of SESCO. Contractor
                  shall provide the following information about each proposed subcontractor to SESCO,
                  prior to that subcontractor performing any Work:

                  a.      Company or firm name
                  b.      Delivery and mailing addresses
                  c.      Telephone and fax numbers
                  d.      Email address (if available)
                  e.      Type of Work to be performed
                  f.      License documentation as appropriate
                  g.      Insurance documentation
                  h.      For each subcontractor employee who will perform Work on EPP, the employee
                          information requested above

           6.     Customer Satisfaction:                    6.      Customer Satisfaction:

                  Contractor shall strive to minimize customer complaints. When a complaint occurs,
                  Contractor shall resolve the complaint within three (3) business days of receiving notice
                  of the complaint by the customer, SESCO or PG&E, whichever is earlier. If, in the sole
                  discretion of PG&E's Representative, Contractor has not resolved a reasonable
                  complaint as provided for herein, PG&E may, for each incident of failure to resolve a
                  customer's complaint within the period specified, assess liquidated damages in the
                  amount of $100 for each calendar day after five (5) working days have elapsed since
                  Contractor's receipt of notification. Since damage to the business relationship between
                  PG&E and its customers under these circumstances is difficult to determine, the
                  liquidated damages set forth herein are mutually agreed as reasonable. SESCO shall
                  deduct said amount from payments due Contractor. Before PG&E assesses liquidated
                  damages, PG&E will provide a 5-day written notice.

                  a.      A customer complaint is considered resolved when Contractor has decided on a
                          reasonable course of action and that action has been communicated to and




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                         understood by the customer and SESCO.

                  b.     Contractor shall provide a periodic customer complaint report on intervals as
                         required by SESCO. In the event the Contractor's employee or representative is
                         unable to resolve a customer complaint, Contractor's employee or
                         representative shall bring complaint to the attention of Contractor's senior
                         management for resolution. If Contractor's senior management is unable to
                         resolve complaint, Contractor must contact SESCO within 48 hours of
                         Contractor's senior management receiving notice of the complaint.




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           7.     Damage to Customer's Premises or Property:                   7.      Damage to
                  Customer's Premises or Property:

                  Contractor shall maintain all work sites and related structures, equipment and facilities in
                  a clean, orderly condition during the progress of the Work and clean up debris after the
                  Work is completed and restore the customer premises to no worse than their pre-Work
                  state to the reasonable satisfaction of Customer and of SESCO. Contractor shall
                  immediately notify SESCO and correct any damage caused to a customer's premises or
                  property. Contractor is responsible for all damages to PG&E customer premises and or
                  property, and to PG&E facilities or property, caused by Contractor's Work. If Contractor,
                  in the course of performing Work under this Contract, damages any property belonging
                  to PG&E's customers on whose premises Work is being performed, or damages said
                  customer premises, then Contractor shall, at its expense, repair or replace said property,
                  or premises damage, to the reasonable satisfaction of the customer within three (3)
                  working days after the Contractor's knowledge of said damage. If Contractor fails to
                  repair or replace customer's damaged property within the prescribed time frame, SESCO
                  may, at its option and without prejudice to its other rights, (1) repair or replace customer's
                  damaged property, (2) retain a third party to repair or replace the damaged property, or
                  (3) terminate all or part of the Contract. Contractor shall be liable for additional costs
                  arising from Contractor's failure to perform in a timely manner, including, but not limited
                  to, the cost of such repair or replacement, attorney's fees, and the settlement of any
                  claims of customer. Notwithstanding anything stated or implied elsewhere to the
                  contrary, Contractor's obligations under this provision apply with equal force and effect to
                  repairing or replacing property of any other third party whose property may have been
                  damaged by Contractor in the course of performing Work under this Contract. If failure
                  to repair or replace is beyond Contractor's control, Contractor is obligated to immediately
                  notify SESCO of such reason for failure to repair or replace customer's damaged
                  property within the prescribed time frame.




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           8.     Quality Assurance:               8.       Quality Assurance:

                  Contractors shall perform internal quality assurance activities on energy education and
                  weatherization Work. Unless otherwise approved, each Contractors shall conduct on-
                  site inspections on a minimum of 20% of homes it treats. These activities shall ensure
                  that customers are satisfied with all aspects of EPP, that all activities, including
                  weatherization Work, have complied with program policies, procedures and standards,
                  and that top crews are recognized and those needing additional Work are assisted.

           9.     Customers 18 Years or Older:              9.      Customers 18 Years or Older:

                  Contractors shall enter clients' residences only when a responsible adult at least
                  eighteen (18) years old is present.

           10.    Customer Files and Records Retention:                      10.     Customer Files and
                  Records Retention:

                  Contractor shall maintain accurate and complete customer files that are accessible to
                  SESCO and PG&E upon request. All customer and program records and all copies
                  thereof shall be immediately returned to SESCO within 10 business days of receipt of a
                  request by SESCO or GRA.

    C.     Outreach and Marketing Policies         C.       Outreach and Marketing Policies

           1.     Promotional Guidelines:                   1.      Promotional Guidelines:

                  Contractors must use promotional materials distributed by SESCO and PG&E. Any
                  additional promotional materials prepared by Contractor must be reviewed and approved
                  by SESCO and PG&E prior to use.

           2.     PG&E Employees:                  2.       PG&E Employees:

                  In no way shall Contractor's representatives imply they are PG&E employees or are
                  associated with PG&E other than with EPP.




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           3.     Customer Interaction:            3.       Customer Interaction:

                  The Contractor must effectively contact and interact with PG&E's diverse customers of
                  all ages and incomes, in light of their cultural diversity and language preferences.
                  Contractor shall have available any needed multi-lingual staff and/or translation service.

           4.     Tracking Penetration:            4.       Tracking Penetration:

                  Contractors are required to document the EPP program status of all customers
                  contacted. This information shall be kept in the CDS and periodic reports be prepared at
                  least monthly or as may be required by SESCO. Upon request by SESCO, Contractor
                  shall provide access to the CDS at any time.

           5.     SESCO or PG&E Referrals:                  5.      SESCO or PG&E Referrals:

                  Unless otherwise approved by SESCO or necessitated by customer unavailability,
                  Contractor must complete the first energy education visit for any referral received from
                  PG&E or SESCO within 25 calendar days of receipt, if the customer is located within the
                  area being currently worked by the Contractor. If the referred customer is in the area
                  assigned to the Contractor, but such area is not then being worked, the contractor has a
                  total of 60 calendar days. Contractor is responsible treating only referred customers who
                  meet all program eligibility requirements.

    D.     Energy Education Visit Policies         D.       Energy Education Visit Policies

           1.     Performance:             1.      Performance:

                  Only trained Energy Specialists, certified by PG&E and employed by a Contractor or
                  subcontractor, may perform an energy education visit.




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           2.     First Energy Education Visit:            2.       First Energy Education Visit:

                  The first energy education visit must be conducted within 30 calendar days of the
                  customer's response to the Contractor's marketing efforts or within 25 calendar days of
                  Contractor's receipt of the referral from SESCO or from PG&E (if the customer location is
                  inside the portion of the Contractor's assigned area that is currently being worked by the
                  contractor) or within 60 calendar days (if the customer location is outside the
                  Contractor's "working" area). The Energy Specialist shall be required to perform no
                  more than six (6) energy education visits per 8-hour day on Single-Family Homes or
                  Mobile Homes and no more than ten (10) energy education visits per 8-hour day on
                  multi-family dwellings. The Energy Specialist shall:

                  a.      Describe EPP, its benefits and any other appropriate services.

                  b.      Document customer's income eligibility on the PG&E Customer Energy Partners
                          Self Certification Form.

                  c.      Document customer's language preference and provide customer with
                          marketing materials in customer's preferred language.

                  d.      Provide customer with "Customer Choice - What a Changing Energy Utility
                          Industry Means to You" booklet and/or other literature provided by PG&E.

                  e.      Document customer-provided data on household energy consumption patterns
                          for preparation of bill disaggregation analysis, including:

                          (1)     age of head of household
                          (2)     Structural Category of dwelling

                  f.      Document whether customer is homeowner or renter.

                  g.      Review customer's current PG&E bill, explain how to read the bill, and show
                          customer usage in units of gas therms and electric kWh.

                  h.      Provide customer with a CARE application and/or HEAP contact information




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                         sheet, if applicable, and assist the Customer in completing the forms and
                         submitting them for approval. It may be necessary to assist the customer in
                         collecting and reviewing the necessary documentation for the CARE application.

                  i.     Provide customer with an initial energy savings plan to reduce overall energy
                         usage.

                  j.     Perform an energy Audit to determine which, if any, Energy Efficient Measures
                         (EEMs), including minor home repair and/or refrigerator replacement, are
                         appropriate.

                  k.     Provide to customer, if Infiltration Measures are determined to be necessary, a
                         handout explaining the CAS (Combustion Appliance Safety) testing process and
                         emphasize that CAS testing is necessary to ensure proper operation of
                         combustion appliances prior to Infiltration Measures installation.

                  l.     Inform customer, if the home is to receive any Infiltration Measures, that a CAS
                         Inspection will take place to ensure safety and to qualify the home for additional
                         EEMs related to infiltration reduction.

                  m.     Rental Property: Secure property owner's signature upon a Property Owner
                         Waiver or leave EPP Property Owner Waiver with tenant to acquire property
                         owner's signature (needed prior to installation of any EEMs or CAS testing) and
                         provide information and assistance in securing such signature.

                  n.     Ask customer if each of the combustion appliances is operational and document
                         for each appliance.

                  o.     Immediately notify CIP to schedule a CAS Inspection, if Infiltration Measures are
                         to be installed, advise CIP of individual EEMs being recommended for
                         installation and of the operational status of each combustion appliance. If the
                         customer does not have a telephone, then the Contractor shall contact CIP by
                         the close of business of that day. Unless otherwise approved, the close of
                         business, for purposes of this section, shall be set at 5:00 p.m., Monday through
                         Friday.




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           3.     Second Energy Education Visit:                     3.      Second Energy Education
                  Visit:

                  Whenever possible, the second energy education visit shall be performed by the Energy
                  Specialist who performed the first visit, in order to strengthen the continuity between the
                  customer and EPP. Contractor shall schedule the second in-home energy education
                  visit no less than 30 days after the installation of Energy Efficient Measures, unless the
                  customer refuses the second in-home energy education visit, the customer has moved,
                  or the customer could not be reached to schedule the second visit.

                  a.      Contractor shall document inability to schedule and/or complete a second
                          energy education visit as follows:

                          (1)      If the Customer has a telephone, Contractor must document two
                                   telephone attempts on two different days and the mailing of one
                                   postcard providing Contractor's phone number and address and
                                   instructions on how customer may schedule the second energy
                                   education visit.

                          (2)      If the Customer has no telephone, Contractor must document one
                                   attempt to visit the home and the mailing of two such postcards.

                          (3)      Contractor must prepare a Non-Feasibility of Second Education report
                                   recording such efforts and make it available to SESCO or PG&E upon
                                   request.

                  b.      Contractor shall present to the customer the results of the bill disaggregation
                          analysis, as provided by PG&E or SESCO. Contractor will ask each customer
                          to adopt at least three energy saving practices that would reduce overall energy
                          usage. Contractor shall mail the bill disaggregation results to customers not
                          receiving the second energy education visit.




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    E.     Refrigerator Replacement Procedures E.            Refrigerator Replacement Procedures

           1.     Refrigerator Replacement:                  1.      Refrigerator Replacement:

                  Unless otherwise approved by SESCO, the Contractor shall be responsible for ensuring
                  that the refrigerator replacement component of EPP is performed in accordance to the
                  criteria described herein and as may be further detailed and explained in Attachments E
                  and E1 of the PG&E-SESCO Agreement, a copy of which has been provided to each
                  Contractor. (Note: For purposes of the Refrigerator Replacement effort, it is recognized
                  that there may be more than one Contractor involved in providing the various services
                  required herein. Any references to "Contractor" references any combination of
                  contractors involved.)

                  The required criteria include to but are not limited to the storage, scheduling, delivery
                  and installation of refrigerators and the removal and temporary storage of replaced
                  refrigerators. Contractor shall use the following criteria to determine whether a
                  customers is eligible for refrigerator replacement:

                  a.      Customer is a current PG&E electric customer who meets CARE, age, and/or
                          handicap income eligibility guidelines and whose home will receive energy
                          education and EEMs during the current calendar year.

                  b.      Customer's existing refrigerator is the home's primary refrigerator, is owned by
                          the customer, is operable, and is at least 10 years old.

                  c.      An available model meeting the specifications herein can fit in the space
                          available and can be leveled to manufacturer's specifications on the existing
                          floor.

                  d.      The home's entrances, exits and passageways are sufficient to accommodate
                          the installation of the new refrigerator and the removal of the existing refrigerator
                          without any structural modifications and/or repairs. Contractor shall be required
                          to remove and reinstall refrigerator and/or house doors, when necessary, to
                          accommodate the appliance and its delivery.




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                  e.      The electrical outlet and wiring conditions are safe and adequate for load. If
                          necessary, the Contractor may install a properly grounded three-pronged outlet
                          adapter per refrigerator manufacturer's recommendations.

                  f.      Floor is such that refrigerator can be leveled according to manufacturers
                          specifications.

                  Contractor must receive prior written approval from SESCO for any exception to the
                  established criteria.

           2.     Scheduling:              2.       Scheduling:

                  Contractor will deliver and install one refrigerator per customer within 30 calendar days
                  of receiving a completed application approved by SESCO and CIP. Contractor shall not
                  offer to install more refrigerators in any one county than are authorized for that county,
                  without the written approval of SESCO.

           3.     Referrals:               3.       Referrals:

                  PG&E or SESCO may provide Contractor with refrigerator replacement referrals at any
                  time. PG&E referrals shall be made through SESCO.

           4.     Capacity of New Refrigerator:             4.        Capacity of New Refrigerator:

                  If the customer relinquishes a refrigerator and a separate freezer or two refrigerators,
                  Contractor may replace customer's existing refrigerator with a larger size refrigerator in
                  order to meet customer's current capacity needs. When only one refrigerator is being
                  replaced, Contractor shall replace refrigerator with a refrigerator of similar capacity.

           5.     Specifications:          5.       Specifications:

                  The refrigerators to be supplied by SESCO to Contractor shall meet the following
                  specifications:




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                Model Type:                 Top mount frost-free refrigerator/freezer

                Size:                       Small - 14 to 17 cubic feet
                                            Large - 18 to 21 cubic feet

                Energy Efficiency:          EPA/DOE Energy Star rating; at least 20% more efficient than the
                                            1993 Federal Appliance Standards

                HCFC content:               None

                Color:                      White

                Voltage:                    120-volt 60-cycle current

                Features:                   standard shelving, ice tray(s), vegetable bin(s)




           6.     Replacement Refrigerator Storage, Delivery and Installation:        6.
                         Replacement Refrigerator Storage, Delivery and Installation:

                  a.        Prior to installation, Contractor shall provide to each customer receiving a
                            replacement refrigerator a one page, manufacturer-provided description of the
                            new refrigerator, which SESCO shall provide to Contractor.

                  b.        Contractor shall properly store the replacement refrigerator prior to delivery to
                            the Customer.

                  c.        Contractor shall inspect the replacement refrigerator damage immediately upon
                            receiving the unit, immediately prior to unloading the unit at the customer
                            premises, and immediately after the unit is placed in its proper location in the
                            home. Contractor shall not accept, unload, or install any unit with damage, no
                            matter how slight.

                  d.        In installing the replacement refrigerator, Contractor shall:




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                         (1)    Install, if needed, a properly grounded three-pronged outlet adapter
                                complying with the refrigerator manufacturer's recommendations.

                         (2)    Temporarily remove refrigerator and/or house doors, if necessary to
                                accommodate the appliance and its delivery.

                         (3)    Verify that the refrigerator door is hinged to allow the door to open in the
                                proper direction.

                         (4)    Verify appropriate connection to existing outlet in accordance with all
                                applicable codes.

                         (5)    Verify the unit is operating properly in accordance with manufacturer's
                                instructions.

                         (6)    Set temperature controls appropriately for initial operation.

                         (7)    Instruct the customer on refrigerator operation and warranty process.

                         (8)    Leave warranty information with the customer.

                         (9)    Complete the required information on the application and obtain the
                                customer's signature verifying delivery.

                         (10)   Not, under any circumstance, leave the refrigerator at the customer's
                                residence for installation by someone other than the Contractor.

                         (11)   Install the small refrigerator, if the Energy Specialist indicates the large
                                unit is to be installed but the Contractor's refrigerator installation
                                personnel find that the large unit will not fit, and document the actual
                                model installed, the reason for the change, and customer's approval of
                                the change on the completed and signed customer application form.

                         (12)   Not, under any circumstance, unhook the ice maker. Contractor shall
                                verify that, if an icemaker exists, it is disconnected by the customer prior
                                to delivery of the replacement refrigerator.




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                          (13)    Keep the old refrigerators and freezers, until taken for recycling, stored
                                  with the doors removed, in a fenced, secured area with no entry by the
                                  public.

           7.     Scheduling Policies:             7.       Scheduling Policies:

                  All scheduling for delivery is the Contractor's responsibility, and any problems associated
                  with customers failing to keep appointments or other scheduling issues that cause
                  Contractor to make second or third delivery attempts or to incur additional delivery costs
                  shall be considered part of the single delivery fixed fee. Contractor shall:

                  a.      Set appointments at the customer's convenience, within the reasonable
                          parameters of a delivery schedule. Contractor shall not leave messages
                          "informing" a customer when delivery will take place, without customer's
                          agreement to that time.

                  b.      Try to schedule the delivery at least one week in advance and to provide a
                          confirmation or "reminder" call to the customer between 24 and 48 hours prior to
                          the delivery appointment.

                  c.      Instruct the customer on pre-delivery preparations, including disconnection of
                          icemakers and/or bolts, leaving the old appliance plugged in, food preparations,
                          clearing a path for delivery and removal, and confirmation of delivery obstacles
                          listed on the application. The Contractor shall be responsible for delivery
                          problems associated with customers failing to follow pre-delivery instructions on
                          the first delivery attempt and shall in that event inform customer that such failure
                          on the second attempt may result in cancellation of the application.

                  d.      Make a minimum of three (3) attempts, on at least two (2) different days, to
                          contact the customer by telephone. Contractor shall mail to any customer who
                          cannot be reached by telephone a postcard requesting the customer to contact
                          the Contractor by a due date at least one week after the postcard is mailed.
                          The applications of customers who fail to respond to postcards shall be returned
                          to SESCO as cancellations.




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                8.      Conditions on Payment:                   8.       Conditions on Payment:

                        Contractor shall not be entitled to payment, unless the application is signed by the
                        customer, a new refrigerator is installed, and the refrigerator replacement passes any
                        inspection undertaken by PG&E.

                9.      Recycling of Refrigerators Replaced

                        SESCO shall furnish all labor, materials, transportation, tools, and equipment necessary
                        to perform and complete the safe and lawful dismantling, recycling and recovery, and/or
                        safe and lawful disposal, as necessary for all collected refrigerators and freezers,
                        including all of their component materials, in accordance with federal, state, and local
                        regulations and with the specifications of Attachment E of the PG&E-SESCO Agreement.
                         SESCO shall meet these goals through the use a qualified subcontractor satisfactory to
                        and approved by PG&E.

F.       Measures to Be InstalledF.     Measures to Be Installed

         As feasible, the following measures may be installed in accordance with the WIS manual. The home
         must receive the installation of at least one measure in order to qualify for EPP.




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                       Non-Infiltration Measures (NIM)                       Infiltration Measures (IM)

                Attic Insulation                                   Caulking - MH
                Attic Venting                                      Caulking - MUD
                DWH - Low-Flow Showerhead                          Caulking - SF
                DWH - Water Heater Blankets                        Evaporative Cooler Covers
                DWH - Water Heater Pipe Wrap                       Minor home repair*
                Furnace filters                                    Outlet Gaskets
                Minor home repair*                                 Weatherstripping - Attic Access
                Refrigerator Replacement                           Weatherstripping - Door

                *A described measure that may be either or both infiltration and non-infiltration.


           1.         Installation:            1.       Installation:

                      Measures must be installed by the Contractor or its subcontractor. Contractor shall not
                      drop off materials for later installation by anyone else.

           2.         Standards To Be Used:             2.       Standards To Be Used:

                      All weatherization measures installed in conventional single family or multi-family
                      dwellings must meet all of the standards and requirements listed in the most recent
                      edition and update of the Weatherization Installation Standards Manual, Energy Partners
                      Program Version, and any subsequent amendments, collectively referred to as the WIS
                      manual. All information relative to the installation of measures discussed in this PPO
                      Manual, or provided by SESCO as a supplements thereto, shall supplement the
                      standards referenced above. Unless specifically stated otherwise in the WIS manual, all
                      standards that apply to conventional single family housing apply equally to multi-family
                      dwellings and mobile homes.




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           3.     Comprehensive Asbestos, Lead Paint and Hazardous Materials Policy:
                          3.   Comprehensive Asbestos, Lead Paint and Hazardous Materials
                  Policy:

                  All Weatherization Contractors and subcontractors represent that they are able to
                  recognize and identify asbestos, lead paint and other hazardous materials which they
                  may encounter in doing Work under the EPP and that they are knowledgeable regarding
                  the laws pertaining to Contractors and asbestos, lead paint and other hazardous
                  materials, including but not limited to the California Health and Safety Code and
                  Cal/OSHA's Construction Safety Order, Lead Section. Neither SESCO nor PG&E have
                  provided any training for the recognition, identification, or handling of such materials. It
                  is the Contractor's sole responsibility to be familiar with asbestos, lead paint, other
                  hazardous materials and how to recognize and handle each. Contractors and
                  subcontractors shall not take any action which would cause asbestos, lead paint or other
                  hazardous materials to be disturbed, exposed, released, discharged or unencapsulated.

           4.     CIP Inspections:                  4.      CIP Inspections:

                  Contractor may generate an inspection request by (a) contacting CIP to request a CAS
                  inspection when an infiltration measure is recommended, and (b) by the weekly report to
                  CIP of homes with completed measure installations in the prior week and of the planned
                  infiltration measure installations for the upcoming week. Contractors will receive a copy
                  of any inspection work orders requiring corrections. To assist the Contractors to track
                  their inspection quality, CIP shall provide from its database an electronic report to
                  SESCO of the findings of any inspections input since the past such weekly report.
                  SESCO shall provide each Contractor with its weekly pass rate and may use such data
                  in determining the overall quality rating for the Work.

                  Listed below is an explanation of the primary rating codes which may be used by CIP
                  inspectors. Additional codes may be added at a later time.




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                  P The measure passed inspection.

                  F The measure failed inspection. An "F" will always be accompanied by a fail code
                    that gives the exact reason(s) for the failure.

                  H The measure is a hazardous fail and must be corrected within 24 hours of
                    notification.

                  B Billing error, which will also result in an immediate revision of amount billed.

                  N The measure presence and/or quality of installation could not be verified. This does
                    not count as a fail.

                  C Correction fails occur primarily when the inspector is unable to determine that the
                    correctable failure was the responsibility of the Contractor.


           5.     Weatherization Performance Schedules:                      5.      Weatherization
                  Performance Schedules:

                  Unless otherwise authorized, any Work or EEMs installed by Contractor (other than for
                  the second energy education visit and refrigerator replacement, if applicable) after the
                  Contractor has reported the weatherization installation(s) at that home completed and
                  ready for CIP inspection may not be invoiced to the EPP.

                  Contractor shall complete the units required by the benchmark dates specified in the
                  SESCO-Contractor Agreement. Benchmarks shall be satisfied by counting the number
                  of correct, complete invoices received by SESCO from the Contractor by 5:00 p.m. on
                  the benchmark date. An invoiced job is not complete until SESCO has verified all
                  information as present and correct. Rejections due to Contractor error do not count as
                  completed Work or toward production benchmarks.




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           6.      Installation Policies and Warranties:             6.      Installation Policies and
                   Warranties:

                   Contractors shall follow the installation policies as contained in the WIS manual, as may
                   be amended in accordance with this PPO Manual.

                   Contractor agrees that if any fault, break or defect occurs in any of the Work done by
                   Contractor or its subcontractors, within one (1) year from date of final inspection, which
                   fault, break or defect is due to workmanship or materials furnished, Contractor will
                   replace and/or repair the same promptly, in whole or in part, at the request of the
                   customer, SESCO and/or PG&E. Contractor shall make the replacement or repair to the
                   satisfaction of the requestor(s), without expense to them, so as to fully comply with this
                   PPO and with the WIS specifications. The warranty period for a repaired or replaced
                   item shall be one year from the date of acceptance of the repaired or replaced item.

    G.     Quality Assurance        G.      Quality Assurance

           SESCO will conduct various activities to ensure quality of service and customer satisfaction with
           all aspects of EPP, including:

           1.      General:                 1.      General:

                   SESCO shall monitor Contractor for compliance with EPP policies, including but not
                   limited to the following:

                   a.      Compliance with the internal quality assurance plan
                   b.      Maintenance of correctly updated PPO and WIS manuals
                   c.      Maintenance of marketing data
                   d.      Energy Specialist's average number of audits per day
                   e.      Program eligibility requirements
                   f.      Education policies
                   g.      Verification of minor home repair materials costs
                   h.      Certification and training requirements

                   SESCO shall monitor compliance through customer inquiries to the 800 line, telephone




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                  quality assurance, customer responses on Quality of Service Evaluation ("QSE") cards,
                  site visits to Contractor's offices, site inspections, and internal reports. If requested by
                  SESCO, Contractor shall distribute QSE cards to treated customers whose installations
                  have been completed.

           2.     Field Observations:                2.      Field Observations:

                  SESCO may conduct ride-along visits with Energy Specialists, crews and other
                  Contractor personnel to observe dress, customer interaction and service, proficiency,
                  use of program forms and materials, quality of marketing and energy education,
                  compliance with EPP installation standards and policies, and quality and
                  comprehensiveness of installations and inspections.

           3.     Telephone Quality Assurance:               3.       Telephone Quality Assurance:

                  SESCO may contact customers receiving EPP services to determine their perceptions
                  about the EPP program and the quality of the EPP services (including energy education,
                  the forms, the personnel, and other aspects).

           4.     CIP Inspections and Combustion Appliance Safety (CAS) Testing:                         4.
                         CIP Inspections and Combustion Appliance Safety (CAS) Testing:

                  CIP reserves the right to inspect 100% of all attic insulation energy efficiency Work and
                  20% of all other homes receiving any EEM. If Work fails due to a hazard, Contractor
                  shall be notified immediately; for all other failed Work, Contractor shall be notified within
                  48 hours. CIP will perform CAS testing only on those homes indicated to receive
                  Infiltration Measures. Unless otherwise approved by PG&E, no home may receive
                  Infiltration Measures unless the home has passed a CAS test prior to the time of the
                  scheduled installation. As part of the CAS inspection process, CIP will authorize the
                  installation of both Infiltration and Non-Infiltration Measures or the installation of
                  Non-Infiltration Measures only.

                  a.      Contractor shall make the necessary corrections to failed inspection Work within
                          ten (10) calendar days for non-hazard failures and within 24 hours for hazard
                          failures. If Contractor fails to make the necessary corrections as described due
                          to Contractor's fault, PG&E or SESCO may, at the option of either and without




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                            prejudice to its other rights, retain a third party to make necessary corrections.
                            Contractor shall be liable for additional costs arising from Contractor's failure to
                            timely correct failed inspection Work. Contractor shall not be compensated for
                            Work deemed necessary due to failure of Contractor's Work to pass inspection.

                   b.       Contractor shall maintain for each county a 90% or higher pass rates for EEM
                            inspections and for billing inspections. If Contractor falls below a 90% pass rate
                            in any county, then additional Homes may be inspected at PG&E's discretion
                            and at Contractor's expense of $45.00 per Home, with the inspections targeted
                            specifically to those counties that are below the 90% pass rate.

                   c.       PG&E retains the right to reduce the 20% inspection requirement by county if
                            Contractor's pass rates for individual counties are consistently high and
                            conversely increase the inspection rate for those counties that are below the
                            90% pass rate. PG&E retains the right to inspect all homes at its sole discretion.

                   d.       Once a home's installation of measures has been submitted to CIP as complete
                            and ready for inspection, no additional Work, other than a second energy
                            education visit or a refrigerator replacement, shall be performed by the
                            Contractor without prior written authorization from CIP, which may be faxed from
                            CIP.

    H.     Corrective Action         H.       Corrective Action

           Contractor's failure to comply with all Contractual requirements, policies, procedures and
           standards shall result in corrective action including, but not limited to suspension of Work,
           Contract modification or termination. SESCO reserves the right to exercise other action at its
           sole discretion, including, but not limited to, training, technical assistance, suspension of all or a
           portion of payment, or administrative penalties.




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    I.     Forms and Instructions          I.       Forms and Instructions

           1.     Ordering PG&E Forms and Marketing Materials:                        1.       Ordering
                  PG&E Forms and Marketing Materials:

                  Contractors are initially shipped a supply of PG&E-supplied marketing, education and
                  other EPP related forms. Contractor may order reasonable additional supplies by please
                  fax or mail to SESCO. Contractor shall place its name, address and phone number on
                  each form distributed.

           2.     Ordering SESCO Forms:                     2.       Ordering SESCO Forms:

                  SESCO will provide "originals" suitable for reproduction to each contractor of the
                  required forms. It will the Contractor's responsibility to reproduce those forms. At the
                  Contractor's request, SESCO may reproduce the forms at a cost of $.75 each. Charges
                  for forms ordered are not refundable.

           3.     Forms and Descriptions:                   3.       Forms and Descriptions:

                  Specific forms and the descriptions of how they are to be completed shall be provided
                  and attached to the end of this PPO Manual.

    J.     Drug and Alcohol Abuse Policy            J.      Drug and Alcohol Abuse Policy

           1.     Removal from Program:                     1.       Removal from Program:

                  SESCO or PG&E may remove from EPP the personnel of any Contractor or
                  subcontractor when they have reasonable grounds to believe the person:

                  a.      Engaged in alcohol abuse or illegal drug activity which in any way impairs the
                          ability of the program to maintain safe Work facilities, to protect the health and
                          well being of the employees, customers and the general public, or to promote
                          confidence in program and PG&E service or operations; or

                  b.      Has within the past five years been found guilty, pled guilty, or pled nolo




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                          contendere to a charge of sale or distribution of any illegal drug or controlled
                          substance as defined under Federal or California law, whether or not the criminal
                          record was later expunged or sealed by a court order.

           2.     Prohibited Activities:           2.       Prohibited Activities:

                  The following activities are prohibited at all times while performing any EPP Work:

                  a.      Possessing, furnishing, selling, offering, purchasing, using, or being under the
                          influence of illegal drugs or other controlled substances as defined under
                          Federal or California law.

                  b.      Possessing, furnishing, selling, offering, or using alcoholic beverages, or being
                          under the influence of alcohol.

           3.     Notification:            3.      Notification:

                  Where reasonable cause exists to believe that this policy has been violated, the
                  Contractor or subcontractor must inform SESCO and take any or all of the following
                  actions unless prohibited under collective bargaining agreements or other legal
                  constraints:

                  a.      Search the individual, his or her vehicle, locker, storage area, and personal
                          effects;

                  b.      Require the individual to undergo a medical examination to determine fitness for
                          duty. Such examination shall include a urine and/or blood specimen for drug or
                          alcohol analysis, unless the examining physician deems such tests to be
                          inappropriate;

                  c.      Take any other appropriate action to determine whether there has been a
                          violation of this policy.




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           4.     Refusal to Comply:               4.      Refusal to Comply:

                  Refusal to comply with a request made under this policy shall be grounds for the
                  person's removal from the EPP.

           5.     Re-Instatement:                  5.      Re-Instatement:

                  Any individual who has been removed from the EPP for violation of this policy may
                  obtain permission to re-enter, if the individual establishes, to the satisfaction of the
                  employer and SESCO, that the previous activity which formed the basis for removal has
                  been corrected and that his or her future conduct will conform with this policy. SESCO
                  reserves the right of final approval for the reentry of any individual previously removed
                  from the program.

    K.     Program Materials, Publicity and Promotional Activities Policy           K.       Program
           Materials, Publicity and Promotional Activities Policy

           1.     Materials:               1.      Materials:

                  Contractor shall use only those program marketing and customer contact materials
                  (including but not limited to flyers, handouts, and postcards) approved by SESCO and
                  PG&E prior to their use.
           2.     Media and Publicity:
           2.     Media and Publicity:

                  Contractor shall refer any publicity or media requests concerning the EPP immediately to
                  SESCO. Any response to such requests be first approved by PG&E and SESCO.
                  Contractor shall cooperate with PG&E and SESCO to facilitate working with the media or
                  other interested parties. PG&E has its own media personnel who handle all of PG&E's
                  media requests and responses.




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    L.     Bill Disaggregation    L.       Bill Disaggregation

           1.     Data Collection:                 1.       Data Collection:

                  Contractor shall collect EPPS data from each customer treated and provide it to SESCO
                  on a weekly basis. SESCO will forward the completed data forms to PG&E for
                  processing on at least a weekly basis.

           2.     Distribution:            2.      Distribution:

                  SESCO shall process this information using any required histories, as provided by
                  PG&E. SESCO shall forward these completed bill disaggregation reports to Contractor
                  at least twice per month. Contractors shall provide these reports to customers in
                  accordance with this PPO manual.

    M.     Invoicing by Contractor         M.      Invoicing by Contractor

           1.     Validation of Data:              1.       Validation of Data:

                  Contractor shall ensure that completed Work is validated for the specific EEMs (including
                  refrigerator replacements) and other invoiced items against the specific unit costs and for
                  passing any related CIP inspections. CIP will designate homes for inspection, update
                  inspection pass/fail status, and indicate whether Work passed inspection. CIP will
                  forward resulting reports to Contractor and SESCO or to SESCO alone, which shall then
                  forward them to Contractor. Contractor shall invoice SESCO only for Work in homes that
                  have passed CIP inspection or been waived by CIP, unless approved in writing by
                  SESCO. Regardless of the number of EEMs recommended by the Energy Specialist
                  and/or pre-approved by CIP, the Contractor may invoice and will receive payment for
                  those EEMs actually installed, adjusted for the proportion of EEMs (by portion) found by
                  CIP inspection to be improperly billed in the homes inspected.




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           2.     Timing for Invoices:              2.       Timing for Invoices:

                  After Contractor completes all Work on a home, Contractor shall submit a preliminary
                  invoice, in the form of an electronic completed installation work report for that home, for
                  that Work, no more often than weekly. Contractor shall not perform any additional
                  invoicable Work after providing such preliminary invoicing for that Work, unless
                  authorized in writing by SESCO. Contractor shall submit to SESCO all final invoices
                  (following, as appropriate, passing of any CIP inspection and completion of the second
                  energy education) on the final business day of each week for all homes submitted and
                  completed, excluding homes held by CIP for inspection. The Contractor shall be
                  responsible for ensuring that all outstanding invoices are received by SESCO by January
                  31 for the prior year's Work, unless otherwise directed in writing by SESCO.

           3.     Required Invoice Documentation:                     3.       Required Invoice
                  Documentation:

                  Contractor shall submit the following information with its invoices directly related to the
                  Work covered by the invoice:

                  a.      For each customer: customer name, address, account and control number, and
                          unit price, quantity and extended price for each EEM installed or energy
                          education conducted and the unit price, quantity, and extended price for each
                          item of materials for minor home repair.

                  b.      For customers receiving minor home repair: satisfactory evidence verifying the
                          cost of materials drawn from Contractor's stock and all other items of cost,
                          including unit price, quantity and extended price of each item, trade and cash
                          discounts.

    N.     Customer Complaint Resolution            N.       Customer Complaint Resolution




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           1.     Responding to Customer Complaints:                1.       Responding to Customer
                  Complaints:

                  a.      Customers who call the 800 line with complaints will either be transferred directly
                          to a Customer Service Representative or receive a call back by the end of the
                          next business day.

                  b.      Customers with complaints referred by the PG&E Program Manager or by
                          SESCO to the Contractor will be contacted by the Contractor's Customer
                          Service Representative by the end of the next business day following receipt of
                          the notice of such complaint from PG&E or SESCO.

           2.     Customer Complaint Resolution Procedures:                  2.      Customer Complaint
                  Resolution Procedures:

                  All customer complaints will be resolved by the Customer Service Representative, who is
                  responsible to secure the assistance of other staff as needed to ensure that complaints
                  are satisfactorily resolved. The Customer Service Representative shall:

                  a.      Speak to the customer, listen and identify the specific complaint(s).

                  b.      Formulate a course of action to be taken to resolve the complaint.

                  c.      Advise the customer of the action(s) to be taken. (Note: At this point the
                          complaint is considered resolved, although it must still be recorded and reported
                          to SESCO.)

                  d.      Take the appropriate action(s).

                  e.      Follow-up with the customer during correction as needed.

                  f.      Contact the customer after the correction to confirm customer satisfaction.

                  No actions to resolve a customer complaint shall jeopardize the safety of the customer or
                  contractor.




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           3.      Other Customer Service Issues:                    3.       Other Customer Service
                   Issues:

                   The Customer Service Representative or other appropriate staff member shall contact
                   any customer who voices concerns or issues on the returned QSE cards or in any other
                   context and seek to collect more information and assure the customer that the issue is
                   being addressed. Many concerns voiced on QSE cards are simply questions and can be
                   resolved through the follow-up telephone call. Any other issue will be routed to the
                   Contractor or appropriate staff person for resolution. Contractors shall have ten (10)
                   calendar days to resolve the customer concern, unless SESCO determines that
                   hazardous conditions require corrections within 24 hours. SESCO will communicate
                   customer concerns to the Contractor to provide all necessary information available to
                   SESCO to resolve the problem. SESCO will perform random follow-ups to ensure
                   proper corrections.

    O.     Customer Referrals       O.      Customer Referrals

           SESCO shall provide to each Contractor weekly a list of any interested customers who have
           contacted either the SESCO 800 number or PG&E to participate in EPP. Contractors shall have
           25 calendar days (60 if located outside the area being currently worked by Contractor) to (1)
           provide the first energy education visit (if the customer is qualified and willing to schedule the
           visit), (2) determine that the customer is not qualified for EPP, or (3) report to SESCO that the
           customer has declined Contractor's efforts to schedule or determine qualifications.

    P.     Training        P.       Training

           Energy Specialists and Weatherization Specialists shall be required to attend training and meet
           the standards described below.

           1.      Energy Specialist Standards and Training:                  1.      Energy Specialist
                   Standards and Training:

                   Contractor shall ensure that each Energy Specialist is:

                   a.      Certified at PG&E's Stockton Training Center as described herein.




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                  b.     Free of debilitating allergic reactions to animals, smoke, mildew, dust, insulation
                         material, such as fiberglass, rockwool, cellulose, silverwool, vermiculite, or flame
                         retardant chemicals, such as boric acids and sulfates, when wearing gloves and
                         face masks.

                  c.     Required to perform no more than six (6) energy education visits per eight hour
                         day on single-family homes or mobile homes and no more than ten (10) energy
                         education visits per eight hour day on multi-family dwellings.

                  d.     Scheduled for, and attends, training at PG&E's Stockton Training Center as
                         follows:

                         (1)     Personnel not holding a current Energy Specialist Certificate issued by
                                 PG&E shall attend a day classroom/lab training of up to 14 1/2 days
                                 (currently set at 13 days) and pass a written certification exam with a
                                 score of 70% or higher. Personnel who have been previously trained
                                 and certified, but not previously trained and certified at the PG&E
                                 Stockton Training Center, may instead take PG&E's proficiency tests (all
                                 quizzes and final exams, including laboratory and practical tests) under
                                 PG&E's supervision at the PG&E Stockton Training Center. A person
                                 who passes these tests shall attend the 3-day training session on EPP
                                 policies, procedures, standards and forms.

                         (2)     Personnel holding a current Energy Specialist Certificate issued by
                                 PG&E shall attend an up to 3-day training session on EPP policies,
                                 procedures, standards and forms.

                         (3)     If, at the conclusion of the training, the Energy Specialist fails
                                 certification testing, PG&E shall offer the Energy Specialist a re-test at
                                 that time.

                         (4)     If the Energy Specialist fails the re-test, and both PG&E and Contractor
                                 mutually agree that further PG&E-provided training is reasonable, then
                                 PG&E will schedule at its convenience the further training. The cost of
                                 such training and related costs shall be borne by the Contractor. An




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                                  Energy Specialist who fails the second re-test shall have no further
                                  opportunity for training or re-testing.

                          (5)     The training sessions and orientation provided by PG&E in no way
                                  relieves the Contractor from recruiting potentially qualified personnel
                                  capable of passing the Energy Specialist certification.

           2.     Weatherization Specialists, Crew Leaders and Supervisors Standards and
                  Training:             2.       Weatherization Specialists, Crew Leaders and
                  Supervisors Standards and Training:

                  Contractor shall ensure that Weatherization Specialists comply with the following
                  requirements:

                  a.      If no Infiltration Measures are identified, Weatherization Specialists may install
                          without prior CIP approval the following EEMs: water heater blankets, attic
                          venting, water heater pipe wraps, attic insulation, low flow showerheads and
                          refrigerators. Weatherization Specialists must receive prior CIP approval for the
                          following EEMs: door weatherstripping, caulking, minor home repairs, attic
                          access weatherstripping, evaporative cooler covers, and outlet gaskets.

                  b.      Weatherization Specialists and crew leaders shall be able to perform the
                          physical requirements of the Work, including but not limited to, bending,
                          climbing, working in small attic spaces, crawling into narrow spaces under
                          homes, lifting and climbing ladders, and carrying heavy objects up to 50 lbs.
                          They shall have no debilitating allergic reactions to animals, smoke, mildew,
                          dust, insulation material, such as fiberglass, rockwool, cellulose, silverwool,
                          vermiculite, or flame retardant chemicals, such as boric acids and sulfates, when
                          wearing gloves and face masks

                  c.      Contractor shall ensure that each crew leader and supervisor is scheduled for
                          and attends training at PG&E's approved facilities. Weatherization Specialists
                          and crew leaders may be required to perform proficiency tests at the request of
                          PG&E and/or Contractor.

                          (1)     Crew Leaders and supervisors not previously trained by PG&E at the




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                                   Stockton Training Center, shall attend up to a 5-day training session on
                                   safety and all EEMs for single-family, mobile homes, and multi-family
                                   dwellings. Crew Leaders and supervisors previously trained by PG&E
                                   shall attend an up to 3-day training session on EPP policies,
                                   procedures, standards and forms.

                           (2)     If at the conclusion of the training, the crew leader or supervisor fails
                                   testing, PG&E shall offer crew leader or supervisor a re-test at that time.
                                    If the crew leader or supervisor fails the re-test and both PG&E and
                                   Contractor mutually agree that further PG&E-provided training is
                                   reasonable, then PG&E will schedule at its convenience the training.
                                   The cost of such training and related costs shall be borne by the
                                   Contractor. A crew leader or supervisor who fails the second re-test
                                   shall have no further opportunity for training or re-testing.

                           (3)     The training and orientation sessions provided by PG&E in no way
                                   relieve the Contractor from recruiting potentially qualified personnel
                                   capable of passing energy efficiency training.

                           (4)     Contractor shall ensure that all Weatherization Specialists are trained
                                   and are proficient in performing EEM installation as described in the
                                   WIS manual and this Policies, Procedures, and Operating Manual.

    Q.     Data Processing and Reporting            Q.      Data Processing and Reporting

           Unless otherwise approved, SESCO shall provide the following reports to PG&E as an e-mail
           attachment and, if requested, on diskette, both in ASCII fixed length comma separated file using
           PKZIP as a compression software:

           1.      Monthly, by the 10th business day, by Energy Specialist, the number of audits completed
                   per day for the previous month.

           2.      Monthly, by the 10th business day, the results of marketing efforts vs. completed homes,
                   by county and total program.

           3.      Monthly, by the first business day of each month for the available year-to-date Work, an




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                  incremental list by county of customers who received installed EEMs, refrigerator
                  replacements, or second energy education visits. A copy of this report shall be prepared
                  in ASCII fixed length, comma separated file using PKZIP as a compression software
                  using the following format: county, customer's name, customer's CARE program status
                  (yes or no), customer's language preference, customer service address, Structural
                  Category, central air conditioning (yes or no), account number, control number, day and
                  evening phone numbers (as available), the Contractor who performed the Work, EEMs
                  installed, date EEMs were installed, cost per EEM, date of refrigerator application and
                  date refrigerator was installed, size of refrigerator, cost of refrigerator, and number of
                  second refrigerator(s)/freezer(s) removed. The ASCII file shall be sent to the PG&E
                  Program Manager.

           4.     Monthly and quarterly by the 10th business day by county and total program, the energy
                  efficiency goals met.

           5.     Monthly by the 10th business day, by county and municipality, a schedule by week of
                  target areas. The report shall be prepared in "ASCII Fixed Length" format using the
                  following information format: week of, county, municipality, and Contractor by name
                  scheduled to be in that area.

           6.     Monthly, by the 10th business day of each month for the prior month's bill disaggregation
                  work, by county a list of customers who received bill disaggregation analysis. A copy of
                  this report shall be prepared in "ASCII Fixed Length" format using the following format:
                  county, customer's name, account number, control number, day and evening phone
                  numbers (as available), date of bill disaggregation preparation, appliance usage, results
                  of bill disaggregation, and the top three energy conservation recommendations.

           7.     Monthly, by the 10th business day of each month for the prior month, SESCO shall
                  provide the customer name, service address, control number, county, date of second
                  energy education visit, or date customer refused second energy education visit, the
                  types of attempts made and the reason the customer refused, or date and indication that
                  the customer moved.

           8.     Monthly by the 10th business day of each month, SESCO shall provide the customer
                  name, service address, mailing address, all open and all customer complaints resolved
                  during the current period, including nature of complaint, date complaint was filed, date




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                  resolved, and how resolved.

           9.     Monthly by the 10th business day, for each prior month, SESCO shall provide a
                  customer service phone report and quality of service evaluation ("QSE") report. The
                  phone report shall contain at a minimum: total of all calls, calls from voice mail, lost calls,
                  subject of calls, and resolution of each call. The QSE report will contain the number of
                  QSE surveys provided to each customer by county, the number of responses to each
                  QSE survey returned by county, QSE ratings including customer comments and each
                  complaint.

           10.    Weekly on the first business day of the week by 4 p.m., for the following business week,
                  by county, a list of date and time (including time increments of 8 a.m. - 12 p.m.; 12 p.m. -
                  4 p.m.; 4 p.m. - 7 p.m.) of when installation of Infiltration Measures are to be completed.
                  This list shall be forwarded by Contractor to SESCO and to CIP in ASCII fixed length,
                  comma separated file using PKZIP as a compression software in the following format:
                  county, contractor's name, contractor's phone number, customer's name, customer
                  account number, control number, customer service address, customer mailing address,
                  customer's home and/or other telephone number including area code if available.

           11.    Weekly on the first business day of the week by 4 p.m., for the previous business week,
                  by county, a list of all Measures installed. This list shall be forwarded by Contractor to
                  SESCO and to CIP in ASCII fixed length, comma separated file using PKZIP as a
                  compression software in the following format: county, Contractor's name, Contractor's
                  phone number, customer's name, customer account number, control number, customer
                  service address, customer mailing address, customer's home and/or other telephone
                  number including area code if available, measures installed.

           12.    Daily by close of business, by Contractor to SESCO and to CIP, an electronic report,
                  sent by e-mail, of all customers that need to receive a CAS Inspection.




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           SESCO shall provide PG&E a data dictionary containing list of field names and field positions
           and lengths with the file for each report provided in an electronic format. SESCO shall provide to
           Contractors a reasonable schedule for data reports and transfers needed beyond those
           contained in the weekly reports to meet the data requirements for the PG&E reports.

           Unless otherwise approved, Contractor and SESCO shall also report, for their respective
           organizations, the following to PG&E:

                   Within 48 hours of any change, the badge number and name of new hires and
                   employees no longer with EPP, along with certification of destruction of identification
                   badges of employees no longer with EPP.

           PG&E's Program manager, PG&E's CIP, SESCO and each Contractor shall designate the
           appropriate individuals and addresses to receive any reports, notices or documents required and
           shall provide that information in writing to all other affected parties. PG&E's Program Manager,
           PG&E's CIP, SESCO and each Contractor shall develop one or more e-mail service addresses,
           fax service addresses, and telephone numbers for use in and capable of accepting any relevant
           report, electronic notice or other reasonable communication, and such shall be provided in
           writing to the other affected parties. Any party may change its designated contact by providing
           written notification to the others by certified mail, unless otherwise waived by the other party(ies).
            All forms, reports, notices, etc. shall be sent to these contact points unless otherwise indicated.

    R.     Safety Program

           1.      Contractor shall maintain an effective injury and illness prevention program which meets
                   the requirements of all applicable laws and regulations, including but not limited to
                   Section 6401.7 of the California Labor Code. Contractor shall ensure that all of its
                   subcontractors also have an effective injury and illness prevention program which meets
                   said requirements. An approved Compliance Certificate shall be executed by every
                   person with the authority and responsibility for implementing and administering
                   Contractor's injury and illness prevention program and any subcontractor's injury and
                   illness prevention program.

           2.      Contractor shall take all necessary precautions for the safety of its employees
                   participating in the Work and shall comply with all applicable provisions of federal, state
                   and municipal safety laws and building codes to prevent accidents or injury to persons




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                  on, about or adjacent to the premises where the Work is being performed or to the
                  course of transportation to and from the Work. In addition, Contractor shall erect and
                  properly maintain at all times, as required by the conditions and progress of the Work, all
                  necessary safeguards and warnings for the protection of workers and the public. Neither
                  the issuance of special instructions by PG&E or SESCO nor the adherence thereto by
                  Contractor shall relieve Contractor of the sole responsibility to maintain safe and efficient
                  working conditions.




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IV.       APPROVED FORMS AND ATTACHMENTSIV. APPROVED FORMS AND ATTACHMENTS

          As needed, SESCO shall, for use as part of this Policies, Procedures and Operations Manual (PPOM),
          prepare and distribute addenda, clarifications, amendments, forms and explanations of their procedures
          (where not self-explanatory). All such documents shall be included by reference herein as if they had
          been in the original and shall take effect upon the dates stated by SESCO. The most recently approved
          versions of the following are attached and included by reference:

                  CARE Application
                  Property Owner Waiver
                  Notice of Survey by Electrical Contractor
                  Self Certification Form
                  Income Guidelines




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