b'In 2019, 80% of calls received by the EPE Call Center were answered within 60 seconds. Our customer satisfaction scores over the last three years have been above the reported national average for both commercial and residential customers.Energy Efficiency and Load Management Approximately 18% of the electricity generated in the United States is used for lighting, and another 5% goes to removing the waste heat generated by those lights. EPE offers programs in both Texas and New Mexico to promote energy savings and potentially alleviate customer costs. Different incentives and rebates are available for residential, commercial, industrial and government customers. Programs are available for projects ranging from lighting upgrades and weatherization projects to appliance recycling and voluntary curtailment of energy use. Collectively, the 46,794 MWh of energy savings realized in 2019 from EPEs Energy Efficiency programs avoided more than 26,000 short tons of CO 2eemissions and conserved more than 22 million gallons of water.CREATING AN ENERGY EFFICIENT UTEP CAMPUS The University of Texas at El Paso (UTEP) has been an EPE customer for well over a hundred years. Taking advantage of EPEs Energy Efficiency Programs, UTEP and Siemens are in the process of installing high efficiency LED and occupancy lighting controls at the UTEP Library. The library will be the first of thirty-nine buildings on campus to undergo these upgrades that will enable UTEP to specifically manage their energy use based on building occupancy. The smart sensor technology and building automation will reduce energy consumption through lighting efficiency, capture daily occupancy patterns through thermal imaging, and communicate with heating and cooling systems to adjust thermostats to provide a comfortable learning environment. This project is expected to reduce demand usage by 2.5 MW annually. EPE is proud that our energy efficiency incentives can spur customer efforts that result in meaningful reductions in energy consumption and associated environmental and cost benefits.26Social Responsibility'