1. New Evidence on Energy Education Effectiveness A. Tamasin Sterner Pure Energy Lancaster, PA www.PureEnergyAudits.com

2. Pilot Objectives The goals were to: ►Understand how a particular household uses electricity, ►Identify the possibilities for reducing that use, ►Explain the benefits of the On Track Program, and ►Partner with the occupant for the best possible outcomes.

3. Presentation Outline ►Share the methods used ►Discuss cases - May ’05 – January ‘07 ►Discuss what was discovered during the home visits ►Share results - one and two years later – savings persistent ►Share successes

4. Our Methods ► Use Analysis ► The Coaching Model

5. Use Analysis ►The customer’s patterns of use drive measures and energy education

6. Savings Follows Waste Total electricity use relates directly to potential electricity savings Source: Carroll and Berger, APPRISE, PA Energy Forum, 2007

7. Annual End Use Consumption Ranges (kWh) National averages trued up to PA utility program experience

8. Coaching Model with thanks to Maria Nemeth, Ph.D. ►Look ►See ►Tell the Truth ►Take Authentic Action If Authentic Action needs to be taken to get results, the Truth needs to be told

9. Coaching Takes Time ►LOOK ►LOOK at the thing. Focus. ►SEE ►SEE what it is doing, how it is acting – notice, examine, and discern. ►TELL THE TRUTH ►TELL THE TRUTH – All Partners - about what is seen. Associate with costs, benefits, expectations, choices, options, consequences. ►TAKE AUTHENTIC ACTION ►TAKE AUTHENTIC ACTION, together, to move in a positive direction.

10. Coaching Example ►LOOK: There is a heating unit in the garage. ►SEE: It is set to come on at 74 degrees. ►TELL THE TRUTH: Heating the garage uses a lot of electricity and costs $X per month. You are not paying for all the electricity you use. The utility wants you to use less electricity… ►TAKE AUTHENTIC ACTION: Remove temperature sensitive items from the garage; separate laundry area from the rest of the garage…

11. Another Example ►LOOK: There is a dehumidifier. ►SEE: It is running and it is winter. Rainwater drains into the basement due to foundation leaks and poor street drainage. ►TELL THE TRUTH: It costs $X to run the dehumidifier each month. If the rainwater didn’t enter the basement, the dehumidifier wouldn’t have to run in the winter. You are not paying for all your electricity use. The utility wants you to use less electricity so they don’t have to cover you. Consider moving? ►TAKE AUTHENTIC ACTION: Let’s call the City and report the problem together.

12. Tamasin’s Cases at a Glance ►22 total cases ►20 went through the entire pilot ►11 are still connected up to two years later ►All but one case saved, and the savings ranged from 6% to 47% annually ►4 of the 11 have two years post-audit data ►4 of the 11 are now off On Track (CAP) but not the same 4 customers

13. Total Electricity Use, Pre-Audit Tamasin’s Cases

14. Electricity Use Analysis, All Cases, Pre-Audit Tamasin’s Cases

15. Pre-Audit Usage Ranges Avg.Min.Max. Avg. Non- Case Use Annual Total 44,50034,00072,00016,000 Baseload (Incl. hot water) 24,25011,00060,00010,000 Summer 1,95507,0001,500 Winter 17,8415,00035,0004,500 Electricity Usage Ranges among Cases (kWh)

16. Pre- and Post-Audit Use Customer Total Annual kWh

17. Selected Cases ►Since this presentation is about energy education and persistent savings, we are now going to look at the 4 oldest cases. ►Four cases with 2 years of post-audit data

18. Case A TOTAL ANNUAL KWH

19. Case A Reasons for High Use ►Holes in the thermal barrier ►Inadequate insulation ►Constant dehumidifier and fan use due to flooding from poor street drainage

20. Case A Measures ►Insulation and air sealing ►Education ►Adjusted refrigerator temperature ►CFL’s ►Customer worked with the City to improve rain drainage problem ►Roof leaked again since insulation

21. Case B TOTAL ANNUAL KWH

22. Case B Reasons for High Use ►The old heat pump wasn’t working properly – the auxiliary heat was always on ►Thermostat set with Fan On instead of Auto

23. Case B Measures ►Reset thermostat fan setting to Auto ►Met with the complex Maintenance, showed him the problem, and asked him to arrange for service ►Education

24. Case C TOTAL ANNUAL KWH

25. Case C Reasons for High Use ►High baseload due to high number of occupants, multiple TV’s on most of the time, leaking water heater, bad refrigerator ►High AC use due to AC thermostat not accurate, inadequate returns so bedrooms pressurized at night ►One AC duct disconnected

26. Case C Measures ►Replaced refrigerator ►Installed CFL’s ►Replaced AC thermostat ►Reconnected duct ►Undercut bedroom doors ►Installed window film on W and S windows ►Appliance timer on TV’s left on all night ►Education

27. Case D TOTAL ANNUAL KWH

28. Case D Reasons for High Use ►Very high baseload use due to hot water clothes washing, multiple refrigerators/freezers ►High summer use – 5 room AC’s, 3 of which were 5 or 6 EER ►High winter use - Washer and dryer in the garage, so she kept the garage electric heater on

29. Case D Measures ►Switched washer hoses ►Installed CFL’s ►Eliminated beer tap ►Father built wall to separate laundry area ►Replaced 1 AC and removed another ►Replaced thermostats ►Added insulation and air sealed ►Education

30. Savings Range Pre-Audit use compared to 2 nd year Post-Audit ►Case A saved 42% ►Case B saved 47% ►Case C saved 22% ►Case D saved 30%

31. What Work Was Done? Mostly Typical Measures… The ones that have two years of savings: ►Refrigerators and freezers were replaced ►Refrigerator temperatures adjusted ►Energy efficient lighting installed ►Central AC thermostat was replaced ►West and south facing windows were tinted ►Doors were undercut to relieve pressure from unbalanced duct system ►Reconnect a disconnected duct ►Heat pump fixed ►Ceiling repaired and insulated

32. So… What Was Different? How did these folks save so much more than typical? ►The customer’s use was analyzed before the audit:  We focused on the high use categories: where we could make the most difference? ►We applied the Coaching Model:  Look  See  Tell the Truth ( “the party’s over” )  Take Authentic Action

33. Effective Visit Tools ►How Much Electricity Am I Using form ►Form a partnership by telling the truth:  On Track program benefits are a blessing  You are in trouble: may not be your fault but you are in trouble ►Use analysis - Knowing low to high use ranges – how much electricity use is high ►Determining if the issue is structural, and/or waste, and/or inefficient appliances ►Have multiple metering tools ►Prioritize the spending where it will help the most ►Take the time needed to do it right: research options, multiple visits ►Ask for a commitment

34. Could the Savings have been Higher? ►Time lags between audit and installation  Customers felt disrespected lost motivation when there is too long a lag  Partnership concept was weakened ►Assuming use at $250 a month meant something was wrong ►Treating the shell when the building isn’t the reason for the high use

35. Communication Successes ►Showing the customer how her use compared to average use – an “aha” moment ►Customers appreciated hearing the truth about their bill, benefit, and payment situation ►Showing what month the customer will have to start to pay their full bill if their use remains the same ►Being open and honest – responding and not reacting to the customer’s confessions

36. What Customers Said (One and Two Years after Audit) ►Felt empowered to act ►Noticed electricity use went down ►Remembered Action Plan items ►Children are healthier ►Don’t need On Track (CAP) anymore ►Motivated to follow through with items missed or dropped ►Frustrated about installer follow through in some cases

37. Conclusions The new evidence … High and persistent energy savings are possible when the customer’s use is analyzed and appropriate measures are taken … And when the time is taken to effectively and honestly coach customers.