Key Sustainability Indicators

meets or exceeds target = meets or exceeds target    below target = below target    substantially below target = substantially below target

2011 Target Progress 2011 Result 2012 Target
Natural Gas Operations1
Pipeline Safety Enhancement Plan
Strength Testing: 152 miles below target 163 miles 185 miles
Pipeline Replacement: 0.3 miles meets or exceeds target 0.3 miles 39 miles
Valve Automation: 29 valves substantially below target 13 valves1 46 valves
Pipeline Retrofits:2 N/A N/A N/A 78 miles
Validation of Pipeline Maximum Allowable Operating Pressure: 1,800 miles meets or exceeds target 1,826 miles 3,400 miles
Electric Operations
System Average Interruption Frequency Index (average number of outages per customer): 1.052 interruptions per customer meets or exceeds target 0.967 interruptions per customer 1.008 interruptions per customer3
System Average Interruption Duration Index (average duration of outages per customer): 117.7 minutes meets or exceeds target 109.7 minutes 133.1 minutes3
Customer Average Interruption Duration Index (average restoration time per outage): 111.9 minutes below target 113.4 minutes 132.1 minutes3
Compliance and Ethics Training
99.8% of employees complete annual compliance and ethics training4 meets or exceeds target 99.9% 99.8%
Code of Conduct Training
99.8% of management employees complete annual code of conduct training4, 5 meets or exceeds target 99.7% 99.8%
Billing Accuracy6
Gas and electric meter billing accuracy: 99.70% meets or exceeds target 99.74% 99.74%

1 Although PG&E ran into construction challenges in 2011, we have implemented process improvements to strengthen our performance moving forward. This activity is part of a multi-year program and PG&E remains on track to meet our longer term goal for valve automation.

2 Refers to pipeline reconfiguration to accommodate insertion of inspection tools or “smart pigs.”

3 Beginning in 2012, PG&E’s targets will include planned outages to provide a more complete view of our electric reliability performance.

4 Each year, and for a variety of reasons, a statistically small number of PG&E’s approximately 20,000 employees are unable to attend a training session. To earn a Green assessment for this metric, PG&E’s result must fall within 1 percent of the target.

5 Represents the percentage of management employees who certified that they had read, understood and would comply with the Employee Code of Conduct. To earn a Green assessment for this metric, the result must fall within 1 percent of the target. Union-represented employees received electronic reminders or briefings from supervisors about the code.

6 Refers to the percentage of bills that are not adjusted after being mailed to the customer. Each year, a very small percentage of bills must be estimated, largely due to intermittent connectivity (similar to a cell phone temporarily losing its connection).