New York State Public Service Commission. WG-1: Customer Engagement Committee. July 10, 2014. Agenda. Customer Engagement Committee (CEC) Overview Barriers to Customer Engagement: The Customer Barriers to Customer Engagement: The ESCO Effective Customer Engagement
CEC consisted of over 158 individuals from 90 organizations which were organized into the following groups:
CEC sought to identify and address barriers to participation by all customer groups in the markets and new opportunities created by the REV initiative.
The customer engagement strategies discussed by the committee can be organized into four general classes:
Historically funded through approved program budgets, system benefit charges
REV has identified future funding as an open issue
“Best Practices” can be identified for traditional approaches; “Market Design” principles applicable to new approaches.
General Education and Outreach strategies include:
Regulated Programs have included:
Customer Products and Services represent:
Focus on “market design” (not “best practices”)
Incentives and Funding represent:
Staff Report notes, “A strategy for engaging customers should have three main components:
DSPP will “create markets, tariffs and operational systems”
Achieving “market animation” will require coordination between customer engagement strategies, markets, pricing, and platform technologies