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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

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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


  • 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

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)


X

X

X

X

X


Consumer Behavior Impacts System Planning

Demand Response

Supply

Smart Charging

Demand

Energy Efficiency

Conservation


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


  • Outreach concentrated immediately after installation

  • Up to 6 outgoing calls

  • eNewsletter & e-mail support


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

  • 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 Results

580 Total Participants186 Responses32% Response Rate

Survey was administered online


Last Time You Visited the Web Portal


How often do you check your In-Home Display?


Where is your in-home display located?


Has your energy specialist helped you save energy?


Motivated you to make changes that save energy?


Have you implemented any recommendations?


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

  • 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

  • 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


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


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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