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 11 th , 2013 Shawn Enterline, Vermont Energy Investment Corp. Behavior Study Stakeholders. Serves northern Vermont 35,000 members, 14/mile ‘05 AMI Deployment Begins - PowerPoint PPT PresentationTRANSCRIPT
SGIG Consumer Engagement Experience:
The SequelNational Town Meeting on Demand Response &
Smart GridJuly 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 TypeSource: Advanced Metering Initiatives and Residential Feedback Programs: A Meta-Review for Household Electricity-Saving Opportunities; June 2010 --- ACEEE Report Number E105
Enhanced Billing
Household Specific info,
advice
Estimated Feedback
Web-base energy
audits with info on
ongoing basis
Daily/Weekly
Feedback
Household-specific info,
advice on daily or
weekly basis
Real-Time Feedback
Real-time premise level info
Real-Time Plus
Feedback
Real-time info down to
the appliance
info
“Indirect” Feedback(Provided after consumption occurs)
“Direct” Feedback(Provided real time)
3.8%
6.8%
8.4%9.2%
12.0%A
nnua
l Per
cent
Sav
ings
Behaviors Purchase UseConservationDemand ResponseEnergy EfficiencyFuel Substitution
X
X
X
XX
Midnight 6:00 AM Noon 6:00 PM
Consumer Behavior Impacts System PlanningSupply
Demand Response
Smart Charging
Conservation
Broadly Dis-tributed
Highly Targeted
Marketing & Messaging ChannelsO
ne-
Way
Two-
Way
Com
mun
icat
ion
Community Outreach
Utility Bill
In-Home Display
Direct Mail
Mobile Phone App
TV, Radio & Newspaper
Traditional Website
Market Channel Coordination
Gaming
Outgoing Calls
CRM
Social Website
Text Message
• Outreach concentrated immediately after installation
• Up to 6 outgoing calls
• eNewsletter & e-mail support
Outreach Content1. Introductions2. Review device and portal operation3. Set goals for energy savings4. 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
0
50
100
150
200
CBS 157
WIPP 29
Number of Survey Responses, by study 580 Total Participants
186 Responses32% Response Rate
Survey was administered online
0
10
20
30
40
50
60
3% 3%
10%
19%
28%
21%
11%
5%
# of
Par
ticip
ants
Last Time You Visited the Web Portal
Daily
A few times
a ...
Once a w
eek
A few times
a ...
Once a m
onth
Not very
oftenNeve
r0
5
10
15
20
25
30
22%
25%
11% 12%
7%
15%
8%
# of
Par
ticip
ants
How often do you check your In-Home Display?
Kitchen
Bedroom
Living R
oom
Family
Room
We Move
it Around
We Unplugg
ed It
Other0
10
20
30
40
50
60
7033%
4%
31%
9%
1%
5%
17%
# of
Par
ticip
ants
Where is your in-home display located?
Strongly Agree
Agree Neutral Disagree Strongly Disagree
0
20
40
60
80
100
120
15%
57%
19%
5% 4%
# of
Par
ticip
ants
Has your energy specialist helped you save energy?
Strongly Agree
Agree Neutral Disagree Strongly Disagree
0102030405060708090
100
17%
52%
23%
5% 3%# of
Par
ticip
ants
Motivated you to make changes that save energy?
Yes No Don't Understand the Question
0
20
40
60
80
100
120
140
70%
28%
2%
# of
Par
ticip
ants
Have you implemented any recommendations?
• 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.
Lessons Learned To Date
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
Contact InformationShawn Enterline, Sr. Consultant
[email protected] 802-540-7805www.veic.org
Elizabeth Gamache, Manager of Corporate Services
[email protected] 802-730-1158
www.vermontelectric.coop
Treatment GroupsSmart Grid Pilot Projects VEC WIPP VEC
Timeframe Year 1 1 Year Year 2Group # 1 2&3 1 2 1# of People 269 199 78 34 850Phone Energy Specialist X X X XField Energy Specialist X
In-Home Display X X X Personal Web Portal X X X X XVariable Peak Pricing X
Latency 12 hrs <15 min
<15min
<15min 12 hrs
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 midwest munis.– DC SEU: sustainability services in the nation’s capital