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Find Us On:. Solutions With Integrity. www.phronesisstrategies.ca. BC Hydro’s Smart Meters. Overview. BC Hydro’s Motivation Model Environmental/Health Concerns Privacy Concerns BC Hydro’s Public Image Our Implementation Strategy. Commitment to the Environment. Motivation Model.

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  1. Find Us On: Solutions With Integrity www.phronesisstrategies.ca

  2. BC Hydro’s Smart Meters

  3. Overview • BC Hydro’s Motivation Model • Environmental/Health Concerns • Privacy Concerns • BC Hydro’s Public Image • Our Implementation Strategy

  4. Commitment to the Environment

  5. Motivation Model BC Hydro 1989 Power Smart Program BC Hydro 2010 Smart Meter Program

  6. Smart Meters: The Way of the Future

  7. More Emphasis on Long Term Vision for BC Needed

  8. Recommendations • New Communication Strategy • Openly Share BC Hydro’s Long Term Vision for BC • Emphasize Provincial Energy Objectives Outlined in Bill17 With the Public

  9. Positive Impact on the Environment • Perception influences • Resistance to change

  10. Resistance to Change • Individual resistance • Feelings of mistrust • Low tolerance for change • Maintain confidence

  11. Privacy • Intrusion on Moral Principles • Addressing Data Hacking Concerns/Intrusion on Personal Lives

  12. Intrusion on Moral Principles When considering management consultant Kent Hodgson’s Magnificent Seven Principles individuals should follow when making behavioral decisions, BC Hydro has transgressed the following: • Dignity of human life • Autonomy/Fairness • Honesty

  13. 2. Data Hacking/Intrusion on Personal Lives

  14. FIGURE 1-DEMAND DATA FOR A SINGLE DWELLING OVER HALF HOUR AND MINUTE INTERVALS

  15. FIGURE 2- INFORMATION INFERRED PER TIME INTERVAL Conclusion: Data inferring concerns should be rationalized accordingly

  16. Compliance with OIPC • The OIPC cites BC Hydro as failing to comply with the FIPPA requirements to: • notify customers of the legally authoritative purposes for collecting their personal information • provide contact information for an agent within BC Hydro available to answer questions, regarding the information collection

  17. Recommendations • Compliance with OIPC • Selecting the Appropriate Target • Internal Control Systems

  18. “The world as it is perceived is the world that is behaviourally important.”

  19. Current Situation • Corporate Scandal • Unpopular Approach with Meter Installation • Negative Public View of BC Hydro; Selective Perception & Horn Effect means that BC Hydro’s positive qualities are overlooked

  20. Clarifications • Increase marketing budget • Significant emphasis should be placed on BC Hydro’s ease of accessibility • Complaints/concerns are welcome

  21. Smart Meter Pamphlet • Pamphlet contained conflicting/wrong information • BC Hydro staff were unable to answer follow up questions • Pamphlet needs to be redesigned and staff need to be better trained to answer all questions regarding the program

  22. Customer Interactions • Complaints of rude staff • Lack of awareness of installation staff being on people’s property • Staff should be trained to be polite, patient and friendly

  23. Recommendations • Emphasizing Accessibility • Communication • Customer Service

  24. Going Forward

  25. Thank You Find Us On: Solutions With Integrity www.phronesisstrategies.ca

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