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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.

slide3

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)

slide6

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

slide9
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

slide19

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
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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