Ted Reguly, Director SDG&E Smart Meter Program

 SDG&E Smart Meter Customer Experience

                                              

Capital and O&M operational benefits Provides distribution operations

visibility to meter level Better theft detection and meter

calibration Reduces costs: avoided capacity,

meter reading, CSF, etc.

BUT…..

Utility Value

What about the customer?

It’s more than replacing a meter…it’s re-creating a relationship

All 1.3 million SDG&E customers will be touched by the Smart Meter project

Opportunity to redefine our relationship with customers Enhance services Improve company reputation Achieve demand response benefits

Customers will deliver demand response benefits

How are we going to do this?

Strategically & Proactively Gain customer acceptance of smart meters Educate customers about the benefits and

value of smart meters Ensure the Smart Meter installation is a

positive customer experience

Strategy Foundations Social Change Co-creation of value

Social Change

Relies on modification of customer behavior

May require regulatory or social pressure

Requires diverse voices

Co-Creation of Value

Consistently communicate to customers their role

Involve customers in defining requirements for the customer experience

Tie performance to results Engage employees

Creative Translations of the Strategy

Desired Outcomes

Customers understand the Smart Meter project

Customers see the benefits of Smart Meters

Few complaints about the installation Customers perform on critical peak days

(deliver demand response) Customers will want to use their Smart

Meter to enable other types of savings (development of a Smart Home)

Contact Information

To learn more visit our Internet site: www.sdge.com/smartmeter

e-mail us at:smartmeter@semprautilities.com

Thank You