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Smart Meter Success Stories and Strategies for Success

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Sarah Fiebiger presented at the Aclara conference in April 2012 on smart meter success stories using examples of utilities including NV Energy, Austin Energy, SMUD and more. …

Sarah Fiebiger presented at the Aclara conference in April 2012 on smart meter success stories using examples of utilities including NV Energy, Austin Energy, SMUD and more.

For more information: http://www.esource.com/ces

More about Sarah: http://www.esource.com/staff_bio/sarah_fiebiger

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  • These stories are largely success strategies because the stories are still being writtenSummary slide of key points covered – 5 top things to walk away witrhUse smart meter –two way communicatingYour customersCustomers don’t always know why they should have smart grid and want it
  • Ahmad Faruqui, Brattle GroupCovers average 60% of smart meter business case
  • Daily Access to dataTracking energy usageReliabilitySelf-serviceCost savings
  • Austin EnergyWhat to Expect At Meter Change OutWhat Benefits, WhenAt Meter Change OutEasy to ReadRemote Meter ReadingBy End of 2009Power outage analysis systemLook for other options in future
  • Door HangersOVERSIZEDSo people don’t miss them
  • 95% positive customer responseSmart meters – 1st impression – Be FANTASTICEducation ProcessHelp customers understand “Why” the meter deployment116 presentation to community72 to employeesTo let customers know smart meters open options for everyoneHelp give customers confidence in solid vision and let know utility there for them
  • Trust: Great communications online. Has this NVEnergize microsite up for customers to get more information in a fun way. Click on trust tells you about their plans: their cyber security plan is approved by the DOE; information on meter accuracy testing, including that their meters have been tested multiple times meet not only ANSI standards, but NV Energy’s stricter standards as well, and that comparison reads will be made for a period of time ((look more into it—what are they? Two meters?)); and assurances of data privacy.
  • FPL messages are the result of extensive testingDeliver reliable electric serviceManage your energy useExpand use of renewable energy sources
  • Central Vermont Public ServiceFocus GroupsPhone SurveysGauge customer perceptions and expectations of smart meter deployment3rd party did research and launched campaign for CVPS SmartPowerFocused campaign on simple mantra, “We Hear You”Putting voice of customer up front in un-ad-like messages
  • Austin EnergyFocus GroupsDon’t like “smart grid”Or anything “futuristic”Customers felt “We don’t want our meter to be smarter than we are”Put focus on day 1 benefitsCustomers wanted lots of communication, so providedThrough many channels
  • Consider also community engagement, one-on-one communications
  • Also high-touch visits to community groups
  • PilotMarketing and awareness campaigns2 months prior to installNo negative responseMailed letters alerting of installation2 weeks prior to install5 opt-outs thus far1-on-1 communications to those peopleFrom one person2 of the 5 callers changed mind
  • Provides choices and options that are voluntaryLet customer choose what best fits themBetter approach than forcing customers onto a new rate or program right awayWhich can lead to backlash
  • White House call-to-actionLate summer last yearDeveloped in partnership with NISTProvides common technical standardAllows customers to securely download easy-to-understand informationIn consumer- and computer-friendly formatAllows third-parties to develop applications that help customers realize value from their meter dataDescribe what instigated this
  • SDG&E providing customers with EcoDog applicationApp lets customers realize value in several ways such asViewing detailed energy uuseProactive energy-saving recommendationDetermine most cost-effective rate plan based on actual consumption patternsCost of charging an EV
  • Define SuccessCommunicate Realistic Consumer BenefitsBe TransparentDo Message TestingCommunicate Via Multiple ChannelsOffer Choices that Provide Value
  • Transcript

    • 1. Smart Meter Success Stories / Strategies for SuccessSarah FiebigerSenior Research Associate, E Source@ESourceSarah © Aclara Technologies LLC, 2012
    • 2. Creating Your Own Smart Meter Success Story• Define Success• Communicate Realistic Consumer Benefits• Be Transparent• Do Message Testing• Communicate Via Multiple Channels• Offer Choices that Provide Value © Aclara Technologies LLC, 2012
    • 3. What Defines Success? SUCCESSImage Courtesy: Toa55 / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
    • 4. What Defines Success? SUCCESSImage Courtesy: kenfotos / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
    • 5. What Defines Smart Meter Deployment Success? Positive Impact To Meeting ARRA Reduced Outage At or Below Budget Customer Requirements Times Satisfaction Technologies ThatCommission/ Board Work Flattening of the Reduced Truck RollsRequirements Met The Way They Were Utility Organization Sold Customer Energy DSM Goals Met Meters Deployed Use Awareness EV Preparedness © Aclara Technologies LLC, 2012
    • 6. What Defines Smart Meter Deployment Success? Positive Impact To Meeting ARRA Reduced Outage At or Below Budget Customer Requirements Times Satisfaction Technologies ThatCommission/ Board Work Flattening of the Reduced Truck RollsRequirements Met The Way They Were Utility Organization Sold Customer Energy DSM Goals Met Meters Deployed Use Awareness EV Preparedness © Aclara Technologies LLC, 2012
    • 7. What Defines Smart Meter Deployment Success? Positive Impact To Meeting ARRA Reduced Outage At or Below Budget Customer Requirements Times Satisfaction Technologies ThatCommission/ Board Work Flattening of the Reduced Truck RollsRequirements Met The Way They Were Utility Organization Sold Customer Energy DSM Goals Met Meters Deployed Use Awareness EV Preparedness © Aclara Technologies LLC, 2012
    • 8. What Defines Smart Meter Deployment Success? Positive Impact To Meeting ARRA Reduced Outage At or Below Budget Customer Requirements Times Satisfaction Technologies ThatCommission/ Board Work Flattening of the Reduced Truck RollsRequirements Met The Way They Were Utility Organization Sold Customer Energy DSM Goals Met Meters Deployed Use Awareness EV Preparedness © Aclara Technologies LLC, 2012
    • 9. What are Bumps on the Road to Success? Perceived Loss Privacy and Cost Overruns of Control Security Lack of Technologies Health and Customer That Fail Safety Benefit/Value Commission/ Higher Bills Associative Legislative Blame Intervention © Aclara Technologies LLC, 2012
    • 10. Communicate Realistic BenefitsSMART METERS WILLSAVE YOU$$$ Image Courtesy: renjith krishnan / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
    • 11. CenterPoint is Honest About Smart Meter Savings Image Source: CenterPoint Energy; http://www.centerpointenergy.com/services/electricity/business/advancedmetering/faq/623c071520eb6210VgnVCM10000026a10d0aRCRD/ © Aclara Technologies LLC, 2012
    • 12. NV Energy’s Consumer Benefits Shown on Microsite Image Source: NV Energy; https://www.nvenergy.com/NVEnergize/• Customer discovers pool pump set to cycle too frequently causing increased usage, thanks to smart meter data• 100,000 remote disconnect/reconnect orders filled in first 60 days• Reduced truck rolls = lower operating expenses, more timely fulfillment of move requests © Aclara Technologies LLC, 2012
    • 13. Be Transparent © Aclara Technologies LLC, 2012
    • 14. Austin Energy Keeps Customers Informed Image Sourcee: Austin Energy; http://www.austinenergy.com/customer%20Care/Billing/AM/index.htm © Aclara Technologies LLC, 2012
    • 15. Sacramento Municipal Utility District Provides Info. on Website Image Soruce: https://www.smud.org/en/residential/customer-service/smart-meters/ © Aclara Technologies LLC, 2012
    • 16. SMUD Communications & Transparency – Installation Success!• 95% positive customer response• 600,000 meters installed as of April 2012, a few thousand left• Smart meters are customers first impression of smart grid – SMUD wanted it to be FANTASTIC• Saw as education process, customers must understand the “why”• Gave 116 presentations to the community, 72 to employees• SMUD wanted to let customers know this technology opens up options for everyone• Customers wanted confidence in a solid vision and to know the utility is there for them © Aclara Technologies LLC, 2012
    • 17. NV Energy Builds Trust Through Transparency Image Source: NV Energy; https://www.nvenergy.com/NVEnergize/• Department of Energy approved cyber security plan• Meters tested multiple times and exceed American National Standards Institute (ANSI) standards• Manual meter reads compared to old meter reads for a while• Privacy assurances provided © Aclara Technologies LLC, 2012
    • 18. Florida Power & Light (FPL) Breaks Out BenefitsImages Source: Florida Power & Light; http://www.fpl.com/energysmart/ © Aclara Technologies LLC, 2012
    • 19. Do Message TestingImage Courtesy: renjith krishnan / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
    • 20. FPL Messages Result of Extensive Testing• Deliver reliable electric service• Manage your energy use• Expand use of renewable energy sources © Aclara Technologies LLC, 2012
    • 21. CVPS Puts Uses Mantra “We Hear You”Image Source: Central Vermont Public Service; http://www.cvps.com/ProgramsServices/smartpower/index.asp © Aclara Technologies LLC, 2012
    • 22. Austin Energy Customers Don’t Like “Futursitic” Terms• Finished meter rollout in 2009• Tested messaging with focus groups• Customers didn’t like the term “smart grid” or anything futuristic• Put focus on day 1 benefits• Customers wanted lots of communications• Austin Energy communicated through many channels Image Source: Austin Energy; http://www.austinenergy.com/customer%20Care/Billing/AM/index.htm © Aclara Technologies LLC, 2012
    • 23. Communicate Via Multiple Channels CONTACT CHANNELS  IVR  Chat  Live agent  Text messages  Website  Letters  Secure website  Mailer  Social media  New emerging  Mobile channels  E-mail © E Source © Aclara Technologies LLC, 2012
    • 24. CVPS Communicates Via Microsite, Ads, & Facebook• Microsite• Newspaper• Radio• Facebook Image Source: https://www.facebook.com/pages/CVPS/113949185283432 © Aclara Technologies LLC, 2012
    • 25. LIPA Communicates w/Customers and Few Opt Out• Marketing and awareness campaigns – 2 months prior to installation – No negative response from customers• Mailed letters to alert customer of new meter installation – Sent two weeks before installs began – 500 installed, with 1,500 to go – Only 5 opt-out requests so far• 1-on-1 communication with people opting-out of AMI – One person speaking with people – 2 of the 5 callers changed their minds © Aclara Technologies LLC, 2012
    • 26. Offer Choices that Provide ValueImage Courtesy: renjith krishnan / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
    • 27. NV Energy Customers Get Options That Are VoluntaryImage Source: NV Energy; https://www.nvenergy.com/NVEnergize/ “All programs and rate plans that will be offered through NVEnergize are voluntary. You will be able to choose the options that best fit your lifestyle.” © Aclara Technologies LLC, 2012
    • 28. Oklahoma Electric Cooperative Offers Prepaid Metering• Pilot began in 2006, program followed• Customers get ability to pay when, where, and how they want• Customers can monitor usage via MyUsage.com• Customers see 13% reduction in energy use• Increased customer satisfaction• Write-offs dropped from 0.47 percent to 0.17 percent of revenues from 2006 to 2009 Image Source: www.MyUsage.com © Aclara Technologies LLC, 2012
    • 29. Standards & Value Success – Green Button!3 utilities have implemented and 13 more are committed!• American Electric Power • PECO• Austin Energy • Pepco Holdings• Baltimore Gas & Electric • PG&E• CenterPoint Energy • Reliant• Commonwealth Edison • SDG&E• Glendale Water and Power • Southern California Edison• NSTAR • TXU Energy• Oncor • Virginia Dominion PowerImage & Information Source: http://www.greenbuttondata.org/greenadopt.html © Aclara Technologies LLC, 2012
    • 30. SDG&E Providing Customer Value with EcoDog App!• Windows-based software application• Being provided by SDG&E• Allows customers to realize value from the data• Detailed view of where energy is used• Comprehensive solar monitoring• Proactive energy-savings recommendations• Customers can determine: – If a more cost-effective rate plan is available – Cost of charging an EV – Best rate plan with EV included – Savings from installing solar Image & Information Source: http://www.ecodoginc.com/SDGE_GreenButton.htm © Aclara Technologies LLC, 2012
    • 31. SARAH FIEBIGERSENIOR RESEARCH ASSOCIATEE SOURCESARAH_FIEBIGER@ESOURCE.COM303-345-9126@ESOURCESARAH © Aclara Technologies LLC, 2012

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