Reshaping Utility/Customer Relationships

Introductions Moderator: Adrian Tuck, CEO, Tendril Panelists: Mary Healey, Consumer Counsel, State of Connecticut Penni McLean-Conner, VP of Customer Care, NSTAR Tom Catania, VP Government Relations, Whirlpool Judith Schwartz, President, To the Point Maikel van Verseveld, Senior Executive, Accenture

Scenario #1 Profile: Ms. Thomas is a consumer on a flat-rate pricing structure. Consumption information shows that she would benefit from a Time-of-Use rate. Who has this information? How does she get it? Who is going to recommend her plan?

Scenario #2 Profile: Mrs. Smith lives on a modest fixed income and is medically frail. Her utility is planning on rolling out an AMI program. What precautions should be taken to protect her? How can Smart technologies help keep her safe? Who should explain the impact of dynamic pricing?

Scenario #3 Profile: A utility has an AMR system and is deploying Home Energy Management (HEM) solutions including a web portal and devices. Challenge: There are significant capacity constraints that cause emergency conditions in which loads must be shed to prevent rolling brown-outs or black-outs.

Scenario #4 Profile: Mr. Jones gets a special promotion for a smart refrigerator from his utility offering a $100 instant rebate, part of a national CEE effort. Challenge: CEE is looking to steer consumers to refrigerators that automatically move functions outside of peak periods or can respond to consumption requests.