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 ‘08 Outage Mgmt. System ’09 WattWatchers Begins ‘10 SGIG Behavior Study ’12 98% AMI Penetration

Savings by Feedback Type Source: Advanced Metering Initiatives and Residential Feedback Programs: A Meta-Review for Household Electricity-Saving Opportunities; June 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% Annual Percent Savings

BehaviorsPurchaseUse Conservation Demand Response Energy Efficiency Fuel Substitution X X X X X

Consumer Behavior Impacts System Planning Supply Demand Energy Efficiency Demand Response Smart Charging Conservation

Marketing & Messaging Channels One-Way Two-Way Communication 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 & support

Outreach Content 1.Introductions 2.Review device and portal operation 3.Set goals for energy savings 4.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 580 Total Participants 186 Responses 32% Response Rate Survey was administered online

Last Time You Visited the Web Portal

How often do you check your In-Home Display?

Where is your in-home display located?

Has your energy specialist helped you save energy?

Motivated you to make changes that save energy?

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 Information Shawn Enterline, Sr. Consultant Elizabeth Gamache, Manager of Corporate Services

Treatment Groups Smart Grid Pilot Projects VECWIPPVEC TimeframeYear 11 YearYear 2 Group #12&3121 # of People Phone Energy SpecialistXX X X Field Energy Specialist X In-Home Display XXX Personal Web PortalXXXX X Variable Peak Pricing X Latency12 hrs<15 min 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 1 st energy efficiency utility – Efficiency Smart: efficiency services to 48 midwest munis. – DC SEU: sustainability services in the nation’s capital