Energy Education Strategy for Program Years October 26, 2011

Energy Education is delivered to customers during the enrollment and assessment process: 20-minute demonstration delivered by outreach personnel Ways to Save Energy Water Conservation Gas and Electric Safety Tips Other Assistance Programs Reading Your Energy Bill ETC.. Overview

Mission Statement – The 3Es The goal of Energy Education is to Evaluate customer needs and tailor the delivery of energy education for each household; Educate the household about the benefits of energy conservation practices, measures and program offerings and Engage the customer by assisting with enrollment in ESAP, as well as other services such as SCEs Budget Assistant, Power Save Days and MyAccount

Study Hall Household Segmentation and High Usage Needs Assessment Studies 8 customer segments identified 5 high use sub-groups Process Evaluation Enhance training curriculum Include soft skills training in workshop Conduct Webinars and Develop Certification

Tailoring the Message Managing the message across all communication channels The quality of Energy Education depends solely on the expertise of outreach personnel Customization Education can be shaped by the energy use characteristics of the household

A Different Approach Continuing Education Educational benefits accrue with each efficiency message communicated Household vs. Head of Household approach One size does not fit all Education must evolve to fit an increasingly technological world

New Lesson Plan Whole Household Focus Educate customers during all phases of participation Extend the reach of Energy Education to the entire household Multi-Platform Program Materials Address different learning methods Leverage technology-based solutions Keeps the program fresh and innovative

Honors Class Enhanced IOU Training Programs Expanded topics related to energy conservation measures and practices A focus on behavioral changes necessary to make energy efficiency a habit Soft Skills Training Customer Service Listening Skills Time Management

In order to truly educate customers, it is important to understand the various ways in which people absorb information Visual Learners Auditory Learners Tactile Learners Understanding Learning Methods

Text Books Collateral materials must support a range of processes designed to improve education: Age-appropriate materials with an energy efficiency theme Multi-media tools Hands-On approach

Demonstration materials recorded on CDs or DVDs Leave behind multi-media Presentation can be viewed by the entire household at their convenience Audio Visual Aids

Public Access Single web portal with access to interactive energy-efficiency themed materials Indexed menu of resource material Learn as you go Continuing education

Post - Enrollment Enrollment Continuing Education 3-Pronged Educational Approach

K - 12 Educating the customer throughout their participation in the program will: Highlight the behavioral changes necessary for an energy-efficient lifestyle Achieve maximum energy savings Extend the useful life of the products and services received

The Primary Approach Customer households are educated during the enrollment process Benefits of energy conservation measures Appliance and energy safety Breadth of assistance programs available at the utility and statewide levels

Secondary Education Addressing individual household energy needs through technology-based solutions Tablet PC Solutions Standardized energy efficiency message Customized messaging and checklist of household specific practices Also allows for the messaging to be customized to the households energy needs

Report Cards Use of Segmentation Data to further refine the delivery of Energy Education High Energy Usage High Energy Burden High Energy Insecurity

Class Instruction Operating instructions on all appliances and information on other measures installed will be provided customers Fact Sheets for each service offered through ESAP will be developed

Appliance maintenance reminders New utility programs Announcements Energy efficiency practices Continuation School

Class Assembly As IOUs enhance the suite of energy efficiency products and services, the Energy Education guide content will be updated to include future utility offerings, as they become available

Homework… Enhance Current Energy Education Curriculum Design tools and develop strategies Integrate Process/Impact and High Use studies where possible Ensure Energy education is designated as a stand alone service available to all income-eligible customers Continue leveraging of technology-based solutions Keep the Energy Education component of the program current and innovative by seeking the most effective tools