Since 2010, iFactor has worked with Pepco Holdings, Inc. (PHI) and its operating companies Pepco, Delmarva Power, and Atlantic City Electric to develop and enhance self-service mobile apps for PHI customers. This slideshow shows the evolution of the apps’ design and features from the initial release in 2010 through the most recent updates in October 2014. As part of the Utility’s continuing efforts to meet customer expectations, PHI provides customers with some of the most comprehensive mobile apps in the utility industry.

1. PHI Mobile App Timeline

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Introduction
• The idea for Pepco Holdings, Inc.’s (PHI’s) self-service mobile applications
was conceived during the aftermath of a series of devastating storms in
2010, when PHI’s Customer Care team noticed that an increasing number
of customers were trying to access outage information through their mobile
devices.
• The first version of PHI’s apps launched in November 2010 for operating
companies Pepco, Delmarva Power, and Atlantic City Electric. Since that
time, PHI has worked to enhance the features and usability of the apps
through regular releases and updates. The following is a timeline of the
releases with information about the feature(s) added with each release.

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

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

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May 2012
• One-time payment capabilities

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November 2012
• Improved outage map interface with enhanced graphics, location-based
zooming, and utility-designated service area layers

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

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

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August 2014
• Access energy usage information

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

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September/October 2014
• Account overview and energy usage

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January 2015
• Report streetlight issues (Atlantic City Electric and Delmarva Power
customers)
• Subscribe to receive push alerts (Atlantic City Electric customers only)

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Statistics
• To date, there have been over 255,000 downloads and over 233,000 new
app users, which means that 91% of customers who download the app have
opened it at least once.
• As of March 2015, PHI customers have used the mobile apps to pay over
140,000 bills and submit over 51,000 outage reports.
• For 2014, 7.5% of outages were reported via the mobile app; during storms,
this percentage more than doubles.

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

15. iFactor Mobile apps for smartphones provide your
customers with a convenient way to manage their
energy anytime, anywhere. Our innovative,
modular platform allows you to select the features
you want to include and work with our
professional services team to customize the
overall application to your exact specifications.
iFactor manages all aspects of app design,
development, and deployment to your customers,
via the App Store for Apple iOS devices and
Google Play for Android phones and tablets.
iFactor Mobile™