Smart Meter BacklashMelanie WempleAssociate, E Source                      © Aclara Technologies LLC, 2012
By The Numbers      50 Million      $337 – 476 Billion      $3.4 Billion      8.4 %      2.8-6.0Sources:EnergyBiz mag...
Source: Utility-Scale Smart Meter Deployments, Plans, & Proposals, IEE                                                    ...
Challenges for the Smart GridTechnology                                                    Policy   Innovation            ...
Customer Sentiment Cycle            Positive                                                                              ...
A Little Education Goes a Long Way         Percentage of People withPositive “Smart Meter” Favorability Rating            ...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                          Privacy and  of Control      How Mu...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
Perceived Loss of ControlSource: digitalart / FreeDigitalPhotos.net                                             © Aclara T...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
PrivacyWhat customers want to know:                               What the customer hears:• What happens to my usage data ...
Security© Aclara Technologies LLC, 2012
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
Health & SafetyCourtesy: sfcitizen.com/blog                                  © Aclara Technologies LLC, 2012
Health & SafetySource: Is smart meter RF exposure safe? Yes., Central Maine Power                                         ...
What Leads to Customer Backlash?Perceived Loss   Who Pays and                         Privacy and  of Control     How Much...
Customer Benefit/Value       © Aclara Technologies LLC, 2012
How Utilities Deal with Backlash  Proactive & Multi-channel   Show Value                         TransparencyCommunication...
How Utilities Deal with Backlash  Proactive & Multi-channel   Show Value                         TransparencyCommunication...
Dealing with Backlash: Opt-Out           © Aclara Technologies LLC, 2012
MELANIE WEMPLERESEARCH ASSOCIATEE SOURCEMELANIE_WEMPLE@ESOURCE.COM303.345.9149                         © Aclara Technologi...
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Smart Meter Backlash for the Aclara Client Conference by Melanie Wemple

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Melanie Wemple, research associate at E Source, presented at the Aclara Client Conference in April, 2012 about Smart Meter Backlash. Her presentation includes detailed information on what leads to customer backlash from AMI deployment (a/k/a smart meters) by electric utilities and how utilities deal with this backlash.

For more information: http://www.esource.com/public/products/frs_tas.asp

More about Melanie: http://www.esource.com/staff_bio/melanie_wemple

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Smart Meter Backlash for the Aclara Client Conference by Melanie Wemple

  1. 1. Smart Meter BacklashMelanie WempleAssociate, E Source © Aclara Technologies LLC, 2012
  2. 2. By The Numbers 50 Million $337 – 476 Billion $3.4 Billion 8.4 % 2.8-6.0Sources:EnergyBiz magazine, February 2012 Image source: epb.netEPRI, Estimating the Costs and Benefits of the Smart Grid, 2011 © Aclara Technologies LLC, 2012
  3. 3. Source: Utility-Scale Smart Meter Deployments, Plans, & Proposals, IEE © Aclara Technologies LLC, 2012
  4. 4. Challenges for the Smart GridTechnology Policy Innovation Rate Structures Standards Program IncentivesInteroperability Regulatory Responses Customer Privacy Safety Value © Aclara Technologies LLC, 2012
  5. 5. Customer Sentiment Cycle Positive Completion Steady Deployment Activity Uninformed Optimism Informed Optimism Excitement & intrigue More realisticSentiment planning Time Informed Pessimism Negative Technical, Policy and Consumer Challenges Model adopted from: http://changingminds.org/disciplines/change_management/psychology_change/positive_change.htm © Aclara Technologies LLC, 2012
  6. 6. A Little Education Goes a Long Way Percentage of People withPositive “Smart Meter” Favorability Rating 72% 61% 46%Little Basic Complete Level of Consumer UnderstandingData source: 2012 State of the ConsumerReport, Smart Grid Consumer Collaborative © Aclara Technologies LLC, 2012
  7. 7. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  8. 8. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  9. 9. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  10. 10. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  11. 11. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  12. 12. Perceived Loss of ControlSource: digitalart / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
  13. 13. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  14. 14. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  15. 15. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  16. 16. PrivacyWhat customers want to know: What the customer hears:• What happens to my usage data • “Your smart meter shows… if you collected from the smart meter? were home on the night of the• Who owns my usage data? murder.”• Who has access to my usage data? • “This is a search without a warrant• What are your privacy policies and everyday.” how are you protecting my personal • “This is your personal private life energy information? going… to your power company, to your government, to the police, to the insurance company…to anyone who cuts a deal with you power company to look at your life under a microscope.” Source: AMI Misinformation, Cleveland Utilities AMI Implementation © Aclara Technologies LLC, 2012
  17. 17. Security© Aclara Technologies LLC, 2012
  18. 18. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  19. 19. Health & SafetyCourtesy: sfcitizen.com/blog © Aclara Technologies LLC, 2012
  20. 20. Health & SafetySource: Is smart meter RF exposure safe? Yes., Central Maine Power © Aclara Technologies LLC, 2012
  21. 21. What Leads to Customer Backlash?Perceived Loss Who Pays and Privacy and of Control How Much? Security Associative Health and Technologies Blame That Fail SafetyCommission/ Lack of Legislative Higher Bills CustomerIntervention Benefit/Value © Aclara Technologies LLC, 2012
  22. 22. Customer Benefit/Value © Aclara Technologies LLC, 2012
  23. 23. How Utilities Deal with Backlash Proactive & Multi-channel Show Value TransparencyCommunication Dedicated One-on-one AMI Opt-Out Community Discussions Engagement © Aclara Technologies LLC, 2012
  24. 24. How Utilities Deal with Backlash Proactive & Multi-channel Show Value TransparencyCommunication Dedicated One-on-one AMI Opt-Out Community Discussions Engagement © Aclara Technologies LLC, 2012
  25. 25. Dealing with Backlash: Opt-Out © Aclara Technologies LLC, 2012
  26. 26. MELANIE WEMPLERESEARCH ASSOCIATEE SOURCEMELANIE_WEMPLE@ESOURCE.COM303.345.9149 © Aclara Technologies LLC, 2012

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