1. 2016 Benchmarking Insights Conference Boulder, CO
Energy Efficiency
2016 Benchmarking
Insights Conference
Boulder, CO
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2. Agenda Overview Coverage of the Study for Energy Efficiency
2016 Key Findings/ Points of Emphasis
2016 Benchmarking Results
Utility Energy Efficiency/ DE/ Load Management Programs
Staffing, Organization and Spending
Incentive, Innovation, Growth
Areas of Focus and Opportunity

3. Energy Efficiency…New Survey Area this year
2016 is the first year of Energy Efficiency as a survey area.
We sought to get basic benchmarking information this year in the following areas.
Subsequent benchmarking will be driven by interest and focus on specific Energy Efficiency topics
Utility Energy Efficiency/ DE/ Load Management Programs
Staffing, Organization and Spending
Programs for Incentive, Innovation
Areas of growth

4. Coverage of the 2016 Customer Service Benchmark Study
Field Service
Change of Account
Billing Field Orders (meter investigations)
Credit Field Orders
Order Management
Customer Contact
Contact Center
Local Office
Self Service
Contractors
Credit Inbound calls
Revenue Management
Credit Office and Outbound calls
Credit Field and Inbound Contact Policies
Revenue Protection: Office and Field
Back Office
Billing
Billing Field Policies
Payment Processing
Meter Reading
Manual
Mobile AMR
Fixed Network AMI
CS Support and CS IT
Employees: Safety, Staffing
Customer: Customer Satisfaction, First Contact Resolution, Customer Experience, Key Account Management,
Energy Efficiency , Outage Communications
Areas excluded:
Meter Change-out

5. Benchmarking Results

6. ENERGY EFFICIENCY PROGRAMS
Nearly all companies reported Energy Efficiency Programs; 42% have some type of DE (Distributed Energy) Program
Total Respondents 24
Load management Demand Response
71%
Distributed Energy
42%
Utility Energy Efficiency Programs
92%
State sponsored Energy Efficiency Programs
38%
Legends 21 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 49 50
Load management Demand Response ♦
Distributed Energy
Utility Energy Efficiency Programs
State sponsored Energy Efficiency Programs
EE Page 2 – EE5

7. RESIDENTIAL ENERGY EFFICIENCY PROGRAM AREAS - # OF PROGRAMS
Companies offered programs across the entire spectrum of energy efficiency. Most number of programs were from utilities in Michigan and Texas
Legends 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 49 50
Lighting 1 2
Air Conditioning 3
Appliance Plug Load
Single Family Comprehensive
Multi Family Comprehensive
Other 4 5
Residential Audits and or Information
New Construction Information and Incentives
Mass Market Advertising
Total Residential Programs 8 11 10 6 7 15 16
EE Page 3– EE10

8. Largest Residential Incentive Programs
Each utility identified its largest Residential Incentive Programs, with Residential Lighting and Low Income/ Multi-family the most frequently identified
Programs
Company
Lighting
22, 29, 34, 30, 41
Home Energy
33, 21
Low Income
47, 48, 49
Efficient Product
44, 39
Multi-Family
42, 47
Appliance Recycling
50, 28,
HVAC 23
EE Page 21– EE45

9. NON-RESIDENTIAL ENERGY EFFICIENCY PROGRAM AREAS - # OF PROGRAMS
Companies offered programs targeted to business’. Most number of programs were from utilities in Texas and Pennsylvania
Legends 21 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 50
Lighting 1 2 3
HVAC
Refrigeration Motors Compressed Air Process
Small Business Comprehensive
Large Business Comprehensive
Other (includes Cogen etc) 5
Information and Training: EndUser
Information and Training: Trade or Business Alliance
New Construction Information and Incentives
Mass Market Advertising
Total Non-Residential Programs 7 4 9 13 11 24 10
EE Page 4– EE15

10. Largest Non-Residential Incentive Programs
Each utility identified its largest Non-Residential Incentive Programs, with Residential Lighting and Direct Install (audit, review, upgrades) the most frequently identified
Programs
Company
Lighting
29, 23, 42, 32, 48
Direct Install
22, 21, 41, 50, 28
Standard Offer 33
Commercial Efficiency; Efficient Buildings
44, 26, 46, 38, 25
EE Page 21– EE45

11. ENERGY EFFICIENCY PROGRAM AREAS - % OUTSOURCED
With the exception of End-User Information and Training and Mass Marketing Advertising, nearly all programs are outsourced
Legends 21 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 48 50
Lighting 95
100 13
HVAC
Refrigeration Motors Compressed Air Process
Small Business Comprehensive
Large Business Comprehensive
Other (includes Cogen etc) 60
Information and Training: EndUser 20
Information and Training: Trade or Business Alliance
New Construction Information and Incentives
Mass Market Advertising
EE Page 4– EE15

12. Top Energy Efficiency Activities Outsourced
Company
Top Outsourced
2nd Outsourced
3rd Outsourced 22
Residential Lighting
Small Bus. Direct Install
Incentive and Custom Program 23
Single Family Comprehensive LI/ weatherization—assessment, installations, inspections
Contract refrigerator recycle -
25, 26, 38, 39, 46
Outreach Marketing
Invoice Processing
Application processing & savings calculations 44
Implementation—all programs
28, 50
Refrigerator Recycle- implementation and processing
Small Bus. Direct Install- lighting audits and upgrades
Multi-Family Program: implementation, audits and equipment installation
30, 41
Residential Quick Home Energy Checkup Program- audits and direct installs
Small Bus. Direct Install- App processing, engineer review
Other Programs- application processing/engineering review 34
BEA –dashboard management 47
Installation/ services implementation
QA and QC 32
Implementation Contractors (IC) for administering all of the programs; CustomerLink as EO Call Center handles questions and schedules appointments
All of residential and business programs and identify program administration
Call Center - residential program scheduling and Q&A support 33
Health Care Program implementation
IT program database
Small Bus Direct Install Impl. 42
EE retail discounts
Demand response curtailment settlements
Commercial energy audit on-line tools

13. Total Programs by Company

14. COMPANY STAFFING FOR ENERGY EFFICIENCY PROGRAMS
An average of 15 FTEs per 100K Customers
Given the level of outsourcing of programs, benchmarking staffing levels is difficult.
Mean
15.23
Quartile 1
4.75
Quartile 2:
8.50
Quartile 3:
28.00
EE Page 8– EE20

15. Total Spending
Most of the money is from internal sources for energy efficiency programs.
Spending by Program Group
Spending by Cost Type
Mean
Median: 28.54
EE30.1,2,3

16. ORGANIZATION WHERE ENERGY EFFICIENCY PROGAMS ARE LOCATED
50% of the organizations are separate Energy Efficiency, 37% are in Customer Service
Total Respondents 24
Customer Service
38%
Separate EE organization
50%
Marketing 8%
Other
Legends 21 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 49 50
Customer Service ♦
Separate EE organization
Marketing
Other
EE Page 17– EE35

17. AVERAGE TOTAL NUMBER OF ENROLLED CUSTOMERS LAST YEAR FOR THE INCENTIVE PROGRAMS - RESIDENTIAL
Residential Incentive enrollment averaged 37K per company reporting, with a median of 21K
Enrollment in New Jersey, Michigan, Pennsylvania, Maryland/DC is highest
Mean 37,681
Median: 21,587
EE Page 20– EE40.1

18. 7 companies have over 2,000 Non-Residential Customers Enrolled
AVERAGE TOTAL NUMBER OF ENROLLED CUSTOMERS LAST YEAR FOR THE INCENTIVE PROGRAMS - NON- RESIDENTIAL
7 companies have over 2,000 Non-Residential Customers Enrolled
Michigan, Maryland/DC, Pennsylvania have highest enrollment
Mean 1,890
Median 2,603
EE Page 19– EE40.2

19. ESTIMATING ENERGY AND DEMAND SAVINGS FROM TWO LARGEST INCENTIVE PROGRAMS - RESIDENTIAL
Companies tend to use a combination of Deemed and Measured approaches to estimating savings from Residential Programs
Total Respondents 23
Deemed
30%
Measured 4%
Both
61%
Neither
Legends 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 49 50
Deemed ♦
Measured
Both
Neither
EE Page 29– EE55.1

20. ESTIMATING ENERGY AND DEMAND SAVINGS FROM TWO LARGEST INCENTIVE PROGRAMS - NON-RESIDENTIAL
62% of companies are measuring both deemed and measured savings for non-residential
Total Respondents 21
Deemed
33%
Measured 0%
Both
62%
Neither 5%
Legends 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 48 50
Deemed ♦
Measured
Both
Neither
EE Page 30– EE55.2

21. MEASURES USED FOR EE PROGRAMS
Primarily Cost Effectiveness and Participation Rates are used. Sustainability is measured by only 1 in 6 companies
Total Respondents 24
Cost effectiveness
91.67%
Sustainability
16.67%
Participation or adoption rates
Market effects
25%
Other
12.5%
Legends 21 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 49 50
Cost effectiveness ♦
Sustainability
Participation or adoption rates
Market effects
Other
EE Page 32– EE60

22. LARGEST AREA OF GROWTH IN TERMS OF PROGRAMS OFFERED
Energy Efficiency was identified as the largest area of growth, with Load Management/ DR second
Total Respondents 23
Load management Demand Response
21.74%
Distributed Energy
13.04%
Utility Energy Efficiency Programs
60.87%
States ponsored Energy Efficiency Programs
4.35%
Legends 22 23 25 26 27 28 29 30 32 33 34 37 38 39 41 42 44 45 46 47 48 49 50
Load management Demand Response ♦
Distributed Energy
Utility Energy Efficiency Programs
States ponsored Energy Efficiency Programs
EE Page 33– EE65

23. Thank You for Your Input and Participation!
Your Presenters
Ken Buckstaff
Debi Cook
Gene Dimitrov
Rob Earle
About 1QC
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