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NFFN/EEI/AGA Survey: Utility Best Practices for Low-Income Customer Assistance Programs
June 13, 2012 Session 7 F
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NFFN/EEI/AGA Survey: Utility Best Practices for Low-Income Customer Assistance Programs
Moderator: Sadie John Kroeck, Peoples Natural Gas Company
Presenters:Judi Martin-Omaha Public Power DistrictLouis Gonzales-Florida Power and Light
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Workshop Agenda:
• How did we get here • Background on development of
survey• Survey process and data• Value and use of data• Next Steps• Success Stories- a facilitated exchange• Follow up
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How did we get here?
• Reorganization• Search for best practices• Networking• Early mini-pilot• EEI/AGA/NFFN partnership
• Background on development of survey
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AGA EEI DataSource Benchmarking
• Since 1996• Completely Web-based• Customer Services Functions• Comprehensive Survey• Large Participant Base• AGA EEI Member Benefit
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Survey Content
• General Utility Information
• Organization, Staffing, and Expenses for Low Income Programs
• LIHEAP Funds• Utility-Sponsored Funds
• Education• Outreach• Weatherization• Fundraising• Partnerships• Success Stories
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Online Survey and Results
• AGA EEI DataSource Framework• Results Will Be Unmasked• Participants To See All Detailed Responses
Online• Contact Information Is Included• Browse, Filter, Export to Excel
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Survey Process
• There’s Still Time to Participate• Contact [email protected] for User
ID and Password• Submit Data Online by End of June• Respond to Data Scrub Items Needing
Verification• Browse Results Online • Participate in Webinar• Receive High-Level Summary Report
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What Happens in DataSource Stays in DataSource
• Questions/Results Are For Employees Only• Questions/Results May Not Be Shared With
Consultants or Regulators• Participants May Not Make Reference to
Relative Rankings, Averages, Percentiles, etc. With Anyone Other Than Employees
• Confidentiality Agreement Applies to All Materials/Results
• When In Doubt, Ask First!
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Survey Participation So Far
• As of June 28, 40 Utilities Had Finished, More Are Anticipated
• Electric (38%), Gas (24%), Combination (38%)Utilities Represented
• 85% IOUs• Sizes Range from 23,000 to 5 Million Customers• Organizations and Funding are Varied• The Success Stories Are Compelling
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DataSource Benchmarking
• Look At Expenses AND Performance• Compare Processes• Measure With Meaningful Peers• Pick Up The Phone• Work with the Data and the “Per”s
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DataSource Benchmarking
• It’s not about a prize for the top performer.• It’s about understanding where you are
today, and how to be better tomorrow.
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Next Steps- Open Discussion
Complete surveyAre we asking the right questions?
Annual Updates?Review data/report
Use of data-networking
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SUCCESS STORIES
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NFFN Members Success Stories
Organization: ______________________________________________________________________________
Contact Name: _____________________________________________________________________________
Phone Number: ____________________________________________________________________________
Email Address: ____________________________________________________________________________ Program Name: ___________________________________________________________________________
Program Costs: ____________________________________________________________________________
Program Goals: ____________________________________________________________________________ Success Story: ____________________________________________________________________________________________________________________________________________________________________________________