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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

SGIG Consumer Engagement Experience: The Sequel

National Town Meeting on Demand Response & Smart Grid

July 11th, 2013

Shawn Enterline, Vermont Energy Investment Corp.


Behavior study stakeholders

Behavior Study Stakeholders


Sgig consumer engagement experience the sequel

  • 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


Savings by feedback type

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)


Sgig consumer engagement experience the sequel

X

X

X

X

X


Consumer behavior impacts system planning

Consumer Behavior Impacts System Planning

Demand Response

Supply

Smart Charging

Demand

Energy Efficiency

Conservation


Marketing messaging channels

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


Sgig consumer engagement experience the sequel

  • Outreach concentrated immediately after installation

  • Up to 6 outgoing calls

  • eNewsletter & e-mail support


Outreach content

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


Satisfaction survey results

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?


Satisfaction survey results1

Satisfaction Survey Results

580 Total Participants186 Responses32% Response Rate

Survey was administered online


Last time you visited the web portal

Last Time You Visited the Web Portal


Sgig consumer engagement experience the sequel

How often do you check your In-Home Display?


Where is your in home display located

Where is your in-home display located?


Has your energy specialist helped you save energy

Has your energy specialist helped you save energy?


Motivated you to make changes that save energy

Motivated you to make changes that save energy?


Have you implemented any recommendations

Have you implemented any recommendations?


Sgig consumer engagement experience the sequel

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.


Specific challenges

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


Customer participation lessons learned

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


Contact information

Shawn Enterline, Sr. Consultant

[email protected]

802-540-7805

www.veic.org

Elizabeth Gamache, Manager of Corporate Services

[email protected]

802-730-1158

www.vermontelectric.coop

Contact Information


Treatment groups

Treatment Groups


Veic at a glance

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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