Workshop Helps New-Business Customers Navigate Service Application

We’re here to help.

That was the message PG&E’s Service Planning & Design team delivered to building professionals during the second California Building Industry Association (CBIA)/PG&E New Business Workshop on Friday (Nov. 15). The workshop was held inside PG&E’s Stockton Conference Center.

“You all start with dirt and turn it into a beautiful thing for the benefit of everyone,” said PG&E Service Planning & Design Director Nina Bubnova. “We are here to support your mission. We continuously strive to improve how we provide electric service.”

The workshop, geared toward builders in PG&E’s North Valley and Sierra and Central Valley regions, drew nearly 50 representatives from 25 development-related companies. Attendees represented homebuilders, general contractors, applicant designers, civil engineering firms and commercial developers.

As with the first workshop in San Ramon in August, goals included helping customers better understand how to apply for a new-business connection; providing tips on how to quickly move projects from application to completion; and improving working relationships between builders and PG&E. Most importantly, Service Planning & Design leaders wanted to learn from customers about where the new-service process is most challenging, so the company can improve its processes.

“We want attendees to come away with more awareness of new-service processes, as well as knowledge about our collaboration with PG&E to improve those processes,” said Chris Ochoa, CBIA senior counsel for Codes, Regulatory and Legislative Affairs. “To fix issues, we need to know about them. We’re working with PG&E to help customers communicate their concerns.”

‘We’re hearing a lot of good things’

The workshop walked attendees through the new-service process, from application to closeout.

Helping customers navigate the new-business process is essential, given the 1,200 new-service applications PG&E receives on an average day. Applications involve new business, upgrades, changes to service, solar and battery energy storage, among other requests.

Service Planning & Design has “dissected” the application process to streamline it, Bubnova said.

That includes an application-intake “reimagining” that reduced required documents by more than half, plus technology improvements to the application portal.

The team outlined other ways it’s partnered with the CBIA over the last years to improve the process. The six-month design backlog of early 2023 is now down to less than a month. PG&E has reduced its design backlog by 30% and is on track to complete more than 13,000 new-service connections in 2024. That’s up from 9,800 connections in 2023.

Other improvements include advanced project scheduling, centralized support for escalations and interim power solutions.

Word about the improvements is getting around.

Ochoa received a call in late 2023 from another California utility facing new-service issues and frayed builder relationships.

“They reached out to PG&E executives and asked, ‘What are you doing to improve? Because we’re hearing a lot of good things from builders about your improvements,’” Ochoa said. “I think that speaks volumes about the progress PG&E has made.”

Bay Area BIA Executive Officer Bobby Glover said more work needs to be done, but his organization is “very appreciative” of ongoing improvement initiatives.

“PG&E is not the same company it was two years ago,” Glover said. “We have seen the change through our collaborative efforts. We have that assurance that PG&E is taking this as seriously as we are.”

New state laws and regulations will enable even more progress, said Service Planning & Design Senior Director Matt Ventura.

New laws, new goals

Ventura updated workshop attendees on the implementation of 2023 state laws that:

• Allow the California Public Utilities Commission (CPUC) to authorize cost recovery for energization projects not funded through PG&E’s General Rate Case

• Set reasonable average and maximum target energization timelines

“The demand for new-service connections is growing much faster than anticipated as California commits to the clean energy transition and ambitious housing and economic goals,” Ventura said. “These laws will help us meet today’s customer demand, rather than be constrained by forecasts from years ago.”

Ventura said PG&E requested $4.1 billion for new-service connections and capacity upgrades from 2024 through 2026. In July, the CPUC allowed just over half that amount. PG&E applied in October for the remaining amount following commission guidance to request additional funding if needed.

If PG&E receives the full amount, the company will be able to connect 19,000 new-service customers in 2025—a 46% increase from 2024’s 13,000 connections, he said.

Without the additional funding, new-service connections would be less than half that.

With the new energization timelines, utilities must meet the standards on 95% of their new-service projects. Utilities that miss that mark are subject to fines and other financial penalties.

As PG&E continues to work through its new-service backlog, the company may not be in full compliance until 2026.

Ventura said he’s confident PG&E will get there, given the company’s ongoing work with the CBIA.

“We are a completely different company with a completely different level of service in the last two years,” he told workshop attendees. “It’s a different world. Builders are complimenting our process in ways I never thought I’d hear.”

Attendees also had good feedback about the workshop in an anonymous survey.

“All communication was positive and educational,” said one response.

Another participant appreciated “first-hand delivery of information by process owners, and the willingness to provide contact information and invite opportunities to engage toward solving problems.”

“Great interaction with key stakeholders,” wrote another attendee.

The CBIA and PG&E plan additional new-business learning sessions for builders in early 2025.