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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.


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


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



Real-Time Feedback

Real-time premise level info

Annual Percent Savings

Daily/Weekly Feedback

Household-specific info, advice on daily or weekly basis


Estimated Feedback

Web-base energy audits with info on ongoing basis


Enhanced BillingHousehold Specific info, advice

“Indirect” Feedback

(Provided after consumption occurs)

“Direct” Feedback

(Provided real time)







consumer behavior impacts system planning
Consumer Behavior Impacts System Planning

Demand Response


Smart Charging


Energy Efficiency


marketing messaging channels
Marketing & Messaging Channels


Outgoing Calls

Market Channel Coordination


Community Outreach

Text Message



Social Website

Mobile Phone App

Traditional Website

In-Home Display



TV, Radio & Newspaper

Direct Mail

Utility Bill

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


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


Elizabeth Gamache, Manager of Corporate Services


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