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Smart Meter Success Stories /         Strategies for SuccessSarah FiebigerSenior Research Associate, E Source@ESourceSarah...
Creating Your Own Smart Meter Success Story•   Define Success•   Communicate Realistic Consumer Benefits•   Be Transparent...
What Defines Success?                                          SUCCESSImage Courtesy: Toa55 / FreeDigitalPhotos.net       ...
What Defines Success?                                          SUCCESSImage Courtesy: kenfotos / FreeDigitalPhotos.net    ...
What Defines Smart Meter Deployment Success?                                                                         Posit...
What Defines Smart Meter Deployment Success?                                                                         Posit...
What Defines Smart Meter Deployment Success?                                                                         Posit...
What Defines Smart Meter Deployment Success?                                                                         Posit...
What are Bumps on the Road to Success? Perceived Loss                                      Privacy and                  Co...
Communicate Realistic BenefitsSMART METERS WILLSAVE YOU$$$    Image Courtesy: renjith krishnan / FreeDigitalPhotos.net    ...
CenterPoint is Honest About Smart Meter Savings  Image Source: CenterPoint Energy;  http://www.centerpointenergy.com/servi...
NV Energy’s Consumer Benefits Shown on Microsite                                                              Image Source...
Be Transparent   © Aclara Technologies LLC, 2012
Austin Energy Keeps Customers Informed                 Image Sourcee: Austin Energy; http://www.austinenergy.com/customer%...
Sacramento Municipal Utility District Provides Info. on Website        Image Soruce: https://www.smud.org/en/residential/c...
SMUD Communications & Transparency – Installation Success!• 95% positive customer response• 600,000 meters installed as of...
NV Energy Builds Trust Through Transparency                                                             Image Source: NV E...
Florida Power & Light (FPL) Breaks Out BenefitsImages Source: Florida Power & Light; http://www.fpl.com/energysmart/      ...
Do Message TestingImage Courtesy: renjith krishnan / FreeDigitalPhotos.net                                                ...
FPL Messages Result of Extensive Testing• Deliver reliable  electric service• Manage your  energy use• Expand use of  rene...
CVPS Puts Uses Mantra “We Hear You”Image Source: Central Vermont Public Service; http://www.cvps.com/ProgramsServices/smar...
Austin Energy Customers Don’t Like “Futursitic” Terms• Finished meter rollout in 2009• Tested messaging with focus  groups...
Communicate Via Multiple Channels                CONTACT CHANNELS    IVR                                           Chat ...
CVPS Communicates Via Microsite, Ads, & Facebook•   Microsite•   Newspaper•   Radio•   Facebook                           ...
LIPA Communicates w/Customers and Few Opt Out• Marketing and awareness campaigns   – 2 months prior to installation   – No...
Offer Choices that Provide ValueImage Courtesy: renjith krishnan / FreeDigitalPhotos.net                                  ...
NV Energy Customers Get Options That Are VoluntaryImage Source: NV Energy; https://www.nvenergy.com/NVEnergize/           ...
Oklahoma Electric Cooperative Offers Prepaid Metering•    Pilot began in 2006, program followed•    Customers get ability ...
Standards & Value Success – Green Button!3 utilities have implemented and 13 more are committed!•    American Electric Pow...
SDG&E Providing Customer Value with EcoDog App!•    Windows-based software application•    Being provided by SDG&E•    All...
SARAH FIEBIGERSENIOR RESEARCH ASSOCIATEE SOURCESARAH_FIEBIGER@ESOURCE.COM303-345-9126@ESOURCESARAH                    © Ac...
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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.

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

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

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Smart Meter Success Stories and Strategies for Success

  1. 1. Smart Meter Success Stories / Strategies for SuccessSarah FiebigerSenior Research Associate, E Source@ESourceSarah © Aclara Technologies LLC, 2012
  2. 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. 3. What Defines Success? SUCCESSImage Courtesy: Toa55 / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
  4. 4. What Defines Success? SUCCESSImage Courtesy: kenfotos / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
  5. 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. 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. 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. 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. 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. 10. Communicate Realistic BenefitsSMART METERS WILLSAVE YOU$$$ Image Courtesy: renjith krishnan / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
  11. 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. 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. 13. Be Transparent © Aclara Technologies LLC, 2012
  14. 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. 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. 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. 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. 18. Florida Power & Light (FPL) Breaks Out BenefitsImages Source: Florida Power & Light; http://www.fpl.com/energysmart/ © Aclara Technologies LLC, 2012
  19. 19. Do Message TestingImage Courtesy: renjith krishnan / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
  20. 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. 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. 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. 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. 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. 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. 26. Offer Choices that Provide ValueImage Courtesy: renjith krishnan / FreeDigitalPhotos.net © Aclara Technologies LLC, 2012
  27. 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. 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. 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. 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. 31. SARAH FIEBIGERSENIOR RESEARCH ASSOCIATEE SOURCESARAH_FIEBIGER@ESOURCE.COM303-345-9126@ESOURCESARAH © Aclara Technologies LLC, 2012

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