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SGIG Consumer Engagement Experience: The Sequel

SGIG Consumer Engagement Experience: The Sequel. National Town Meeting on Demand Response & Smart Grid July 11 th , 2013 Shawn Enterline, Vermont Energy Investment Corp. Behavior Study Stakeholders. Serves northern Vermont 35,000 members, 14/mile ‘05 AMI Deployment Begins

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SGIG Consumer Engagement Experience: The Sequel

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  1. SGIG Consumer Engagement Experience: The Sequel National Town Meeting on Demand Response & Smart Grid July 11th, 2013 Shawn Enterline, Vermont Energy Investment Corp.

  2. Behavior Study Stakeholders

  3. Serves northern Vermont • 35,000 members, 14/mile • ‘05 AMI Deployment Begins • ‘08 Outage Mgmt. System • ’09 WattWatchers Begins • ‘10 SGIG Behavior Study • ’12 98% AMI Penetration

  4. Savings by Feedback Type 12.0% Source: Advanced Metering Initiatives and Residential Feedback Programs: A Meta-Review for Household Electricity-Saving Opportunities; June 2010 --- ACEEE Report Number E105 Real-Time Plus Feedback Real-time info down to the appliance info 9.2% 8.4% Real-Time Feedback Real-time premise level info Annual Percent Savings Daily/Weekly Feedback Household-specific info, advice on daily or weekly basis 6.8% Estimated Feedback Web-base energy audits with info on ongoing basis 3.8% Enhanced BillingHousehold Specific info, advice “Indirect” Feedback (Provided after consumption occurs) “Direct” Feedback (Provided real time)

  5. X X X X X

  6. Consumer Behavior Impacts System Planning Demand Response Supply Smart Charging Demand Energy Efficiency Conservation

  7. Marketing & Messaging Channels Two-Way Outgoing Calls Market Channel Coordination CRM Community Outreach Text Message Communication Gaming Social Website Mobile Phone App Traditional Website In-Home Display E-mail One-Way TV, Radio & Newspaper Direct Mail Utility Bill

  8. Outreach concentrated immediately after installation • Up to 6 outgoing calls • eNewsletter & e-mail support

  9. Outreach Content • Introductions • Review device and portal operation • Set goals for energy savings • Delivery energy curriculum • Heating / Cooling System Operation • Thermostat setback • Electric Baseload Use • General Tips & Recommendations

  10. Satisfaction Survey Results • How frequently was the web portal used? • How frequently was the IHD used? • What behaviors did it change? • Was the coaching well-received?

  11. Satisfaction Survey Results 580 Total Participants186 Responses32% Response Rate Survey was administered online

  12. Last Time You Visited the Web Portal

  13. How often do you check your In-Home Display?

  14. Where is your in-home display located?

  15. Has your energy specialist helped you save energy?

  16. Motivated you to make changes that save energy?

  17. Have you implemented any recommendations?

  18. Lessons Learned To Date • Technology • CT Clamp • Web Portal • System Integration • Program Implementation • Be prepared to handle the unexpected. • Customer Support • Prepare for increased staff levels and content knowledge. • Outgoing calls are entirely different from incoming. • Time per Member - Average call time is 17 minutes.

  19. Specific Challenges • CT Clamp Problems • New and untested • Didn’t work well with historical data • Web Portal • Wasn’t “ride-a-long”, making customer support & troubleshooting a challenge • Field Support • Required a second visit to home, same scheduling problems. • Tier I / Tier II Hand-off

  20. Customer Participation Lessons Learned • Certain segments are very active. • Others are not at all • Outgoing vs. Incoming Customer Service • They are entirely different; scheduling challenges • Time per Member: • Average call time is 17 minutes • Average field visit is 90 minutes plus drive time and coordination

  21. Shawn Enterline, Sr. Consultant senterline@veic.org 802-540-7805 www.veic.org Elizabeth Gamache, Manager of Corporate Services egamache@vermontelectric.coop 802-730-1158 www.vermontelectric.coop Contact Information

  22. Treatment Groups

  23. VEIC at a Glance • Mission-driven nonprofit • Reduce the economic & environmental costs of energy use. • Consulting Services • Program design, planning & evaluation, policy & advocacy, research & development • 35 states, 6 Canadian provinces, 6 Countries in Europe, Asia • 3 Energy Efficiency Utilities • Efficiency Vermont: nation’s 1st energy efficiency utility • Efficiency Smart: efficiency services to 48 midwestmunis. • DC SEU: sustainability services in the nation’s capital

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