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Implementation Update of SCE’s 2009-2011 LIEE & CARE Program. Presentation to the LIOB January 26, 2010 San Jose, CA. LIEE Target 2009 - 2011. LIEE Through December 2009.
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Implementation Update of SCE’s 2009-2011 LIEE & CARE Program Presentation to the LIOBJanuary 26, 2010San Jose, CA
LIEE Through December 2009 * An additional 7,327 were treated in 2009 and are pending recording of expenses bringing the treated homes to 85% of target. An additional 16,147 homes are in the queue.
Other LIEE Figures 11.2 % of homes treated in 2009 included customers with disabilities 30 low-income customers participated in LIEE/CSI programs (SASH/MASH) 4.8% of the Homes Treated received LIEE services prior to 2002
Integration/Leveraging Efforts • CSD Leveraging Pilot • Summer Discount Plan (SDP) • Comprehensive Manufactured Home Program (CMHP) • Multi-Family Affordable Solar Housing (MASH) • Single Family Affordable Solar Housing (SASH) • Whole House Performance Program • CARE, Residential EE • Home Energy Efficiency Survey (HEES) • Partnerships
LIEE Outreach • Direct Mail – Implemented at the suggestion of the LIOB, SCE will expand the use of targeted mailing that personalizes customer letters with CBO/contractor information • Outbound Calling – This pilot targeted customers who, for any number of reasons, were cancelled during the enrollment process and reinstated those still interested • Disability Organization Partnerships – Partnered with organizations working with persons with disabilities to promote and enroll into LIEE • Bulk Work Allocation Tool – Implemented during 2009 SCE will continue to use this tool that allocates leads, installations and inspections to provide a “full days” work for contractor crews. This tool helps support the “Whole Neighborhood Approach” and reduces the carbon footprint of the program
LIEE 2010 Looking Ahead SCE Homes Treated Target • 104,500 Results To-Date • 9,884 Homes treated • 10,924 Homes in Scheduling Queue • 36 EMA Program Service Providers Marketing and Outreach • Quarterly Univision 34 A Su Lado telecast to promote the EMA/CARE • Direct Mail/Press Release – Mailed to 150K CARE customers • Targeting 8,500 Energy Assistance Fund customers from 2009 • Outbound Calls – Automated system will target 100K customers • E-mail Blast Campaign – Target 120K CARE customers on SCE’s “My Account”
Customer Outreach: Ethnic Media • Media coverage regarding SCE customer assistance was driven by four announcements in 2009: • March 11 – SCE reaches out to customers to help lower their bills • July 9 – Thrill of the Chill: SCE offers “Refrigerator 101” tips (includes Energy Assistance Fund messaging) • September 2 – SCE forgives bills for fire victims • December 24 – SCE reaches out to customer to help lower their bills • Customer assistance media accounted for over 58 full-page equivalents (FPEs) of earned media coverage from January 2009 through January 2010 based on 354 media clips • Ethnic media accounted for 50% of the total clip volume • SCE’s Economic Assistance Campaign in December 2009 and January 2010 generated 16.2 FPEs of earned media coverage based on 64 media clips.
Korean Daily KWRM AM 1370 Chinese Siam Media – Thai Taiwan Daily News – Chinese Korea Times Chinese Daily News Viet Bao Daily News Viet Herald Daily News Radio Seoul 1650 AM – Korean Daily Sports Seoul – Korean Daily Sports Seoul Online Epoch Times Online – Chinese Asian Journal – Filipino Balita Media – Filipino California Examiner – Filipino Viet Weekly – Vietnamese Korean Sunday News India Journal Online India West Javanan International Persian Pakistan Link Saigon Times – Vietnamese India Post Onine The Twon News – Korean Angkor Borei News - Cambodian Customer Outreach: Ethnic Media 12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills” Hispanic Consumer Market • La Opinion • La opinion Online • KMEX TV Univision 34 “A Su Lado” Telethon • KPMR-TV Univision 38 • El Clasificado • El Clasificado Online African American Consumer Market • Black Voice News • Blackvoicenews.com • Inland Valley News • San Bernardino American • Sbamerican.com
CARE 2010 Looking Ahead Faith Based Organizations: Leveraging current faith based outreach channels to conduct events in African-American communities. A January 30th kick off event will bring together 3 leading bishops and will have an expected impact on over 13 million parishioners Customer Call Center: Expansion of in-bound on-line CARE Enrollment/LIEE referral throughout SCE’s phone center operation Schools: Promoting data sharing with local school districts to identify students enrolled in National School Lunch Program (Title 1) and automatically enroll on to CARE Best Buy: Continuing and potentially expanding the first utility coordination with retail stores to integrate CARE into Energy Efficiency residential marketing by placing CARE applications in retail stores
Customer Privacy – Current Practices Southern California Edison Terms and Conditions Nondisclosure • Consultant agrees that it will not use any of the Confidential Information for any purpose other than performing LIEE Work Outbound calls via IVR now include an “opt-out” option for customers