1. 1 Clients As a Resource in Energy Education Jackie Berger David Carroll 2004 Affordable Comfort April 28, 2004

2. 2 Purpose of Session Conceptual – What is the realistic potential associated with energy education? Evaluative – What have we found in our program evaluations? Exploratory – Can we improve measurement of energy education impacts and the delivery of energy education at the same time?

3. 3 Organization of Session PART 1 – Framework – David – 15 minutes PART 2 – Findings – Jackie – 50 minutes PART 3 – Instrument – David – 15 minutes WRAP-UP – Feedback – 15 minutes ASK QUESTIONS ANY TIME

4. 4 Status of Energy Education New funds are being invested in low- income usage reduction programs Energy education is an important part of many new and existing programs Many field staff still doubt the potential for energy education Evaluations find program barriers and mixed results

5. 5 Energy Education Assumptions Behavioral changes can reduce energy usage and energy bills We can teach individuals how to change behavior We can motivate individuals to change behavior We can identify the changes that will lower bills and provide reinforcement

6. 6 Evidence of Behavior Impacts National Statistics - RECS –1997 compared to 2001 22% increase in prices 8% reduction in heating degree days 16% reduction in energy consumption –Change by Income Group Lowest income group = 16% Other income groups = 15%, 20%, 17%

7. 7 Evidence (continued) NMPC Power Partnerships – Evaluation showed 10% incremental gas savings and 3% incremental electric savings from education Ohio – PIPP clients were alert to potential savings on summer bills California – 12% reduction in electricity usage resulting from a number of initiatives in 2000- 2001

8. 8 Other Ways Education Works Awareness of measures Support of measures Improvement of auditor diagnostics

9. 9 Evaluation Information Objectives Are education procedures followed? What are the barriers to following prescribed procedures? How can procedures be improved? How can implementation be improved? What is the impact of education?

10. 10 Evaluation Activities 1.Interviews with program managers and designers 2.Interviews with service providers 3.Observation of education training 4.Observation in the field 5.Client interviews 6.Impact analysis

11. 11 NJ Comfort Partners Program Background Comprehensive usage reduction program managed by 7 electric and gas utilities Addresses electric, gas, and fuel oil usage Protocols developed from best practices of previous individual utility programs 98% of homes served by one large contractor Households under 175% of poverty are eligible

12. 12 NJ Comfort Partners Education Protocols Partnership model Initiate partnership when first contact is made Explain the program Confirm the partnership in the home –Benefits to each partner –Responsibilities of each partner –Sign the partnership agreement form Information gathering –Family’s needs, wants, behaviors –Review of customer’s bills

13. 13 NJ Comfort Partners Education Protocols (continued) House tour –Identify measure installation opportunities –Determine usage habits –Install qualifying measures Calculate current costs and projected costs with energy savings Review options for measures and actions Make decisions and complete Partnership Agreement Action Plan Follow up on responsibilities

14. 14 NJ Comfort Partners Education Materials Education Notebook and Note cards Partnership Agreement Form Action Plan Reduce Costs of:Actions/MeasuresEstimated Annual Savings Electricity Gas Home heating Home cooling Water heating Appliances Lighting Other

15. 15 NJ Comfort Partners Barriers New program –Utilities ordered to implement program in two months –Education training could not be scheduled immediately Uncertainty of future program administration Training funds are limited

16. 16 NJ Comfort Partners Observation Findings Partnership agreement –Auditors did not consistently explain the partnership agreement at the beginning of the visit –Many did not mention a partnership until the end of the visit Energy education notebook –Many did not use at all

17. 17 NJ Comfort Partners Observation Findings Explain what visit would entail –Many did not describe what would be done. Review and explain bills –Auditors did not consistently review bills. Co-developing an action plan –Auditors did not consistently work with customers to determine actions the customer was willing to take to reduce usage

18. 18 NJ Comfort Partners Observation Findings Co-developing an action plan –Many auditors did a good job explaining work and potential actions during walkthrough –Some auditors did not recommend actions during the walkthrough –Some auditors did not tailor recommendations to the customer’s behavior and home –Auditors did not consistently reinforce recommended actions at the end of the visit –Some auditors did not record actions that the customers agreed to

19. 19 NJ Comfort Partners Observation Findings Co-developing an action plan –Most auditors did not use the action form –Auditors did not provide estimates of cost savings Summary and Review –Auditors did not consistently review work done in the home, and actions that customer had committed to. –Auditors did not reinforce the importance of the customer’s role in the partnership and in reducing energy usage

20. 20 NJ Comfort Partners Client Interview Findings Understanding of the Program Yes, I understand the Comfort Partners Program92% Yes, I understand the Partnership60% The service provider’s responsibility is to reduce energy usage or energy bills 30% The customer’s responsibility is to reduce energy usage or follow recommendations 30% The benefit of the program is reduced energy usage or bills40%

21. 21 NJ Comfort Partners Client Interview Findings Customer Motivation Energy bill is not affordable26% It is somewhat or very difficult to pay energy bills 76% Reducing bills is a benefit of saving energy 71%

22. 22 NJ Comfort Partners Client Interview Findings Education Provided Energy bill was explained52% Written list of actions was provided42% Estimate of $ savings from actions was provided26%

23. 23 NJ Comfort Partners Client Interview Findings Recall of Energy Saving Actions Agreed toTaken Turn off lights9%4% Reduce temperature5%3% Use CFLs4%3% Conserve energy4%1% Reduce AC use4%2% Close doors/windows2%1% Set back heat at night/when out2%<1% Turn down hot water temperature2%<1% None74%78%

24. 24 NJ Comfort Partners Client Interview Findings Reduced End Uses Hot Water48% Air Conditioning45% Dryer36% Dishwasher19%

25. 25 NJ Comfort Partners Client Interview Findings Percent with actions expected to reduce energy use At least 1 non-prompted action17% One or more reduced end uses (prompted)77% One or more reduced end uses and associated action66%

26. 26 NJ Comfort Partners Summary Well-developed education protocols Excellent education materials Many barriers to implementation Inconsistent implementation Education not tailored to individual client Reflected in client interviews Improvement recently seen

27. 27 Ohio Electric Partnership Program Background Electric usage reduction program managed by Ohio Office of Energy Efficiency 18 authorized providers in first year Reduced to 9 in second year Providers are CBO’s and one private contractor Some agencies have several sub-agencies Electric PIPP customers are targeted for service delivery

28. 28 Ohio Electric Partnership Program Background OEE receives electric usage data from utilities each quarter Based on usage thresholds, they target clients for: –High use baseload services (>8,000 kWh baseload usage) –Moderate use baseload services (4,000-6,000 kWh baseload usage) –Weatherization services (>8,000 kWh heating or cooling usage)

29. 29 Ohio Electric Partnership Program Background Auditor uses a PDA to collect information on all electric uses in the home Auditor matches total use calculated in home with usage on customer’s bills Auditor identifies cost-effective measures for installation Measures include refrigerators, freezers, light bulbs, aerators, showerheads, water heater wraps Fuel switches and custom measures recently introduced

30. 30 Ohio Electric Partnership Education Protocols Introduction –Purpose of visit –Program overview and steps –Partnership agreement Usage analysis –Review customer’s bill –Explain baseload versus heating/cooling usage

31. 31 Ohio Electric Partnership Education Protocols Energy tour –Review biggest electric uses –Estimate costs per appliance –List suggested actions Action plan –Review list of suggested actions –Obtain commitment for 3-5 actions –Complete energy savings actions plan –Reinforce consequences of each action

32. 32 Ohio Electric Partnership Education Protocols Conclusion –Complete and sign action plan –Review next steps and time frame –Provide referral information –Establish follow-up procedures

33. 33 Ohio Electric Partnership Education Materials Education note cards Reports generated by program software –Graph of top ten electric users with annual cost –Action form ApplianceAction Annual Savings New Hours kWhCost

34. 34 Ohio Electric Partnership Barriers OEE ordered to implement program in 6 months Limited OEE staff Auditors adjustment to PDA Perception of PIPP customers Education training could not be scheduled immediately

35. 35 Ohio Electric Partnership Observation Findings Visit introduction –Many auditors introduce themselves with no description of the program and then meter refrigerator and inspect home Usage data –Auditors request bill and enter updated usage information into PDA –Most auditors do not explain bill

36. 36 Ohio Electric Partnership Observation Findings Energy tour –Most auditors do not review biggest electric uses, estimate costs per appliance, or list suggested actions Action plan –Most auditors do not use action reports

37. 37 Ohio Electric Partnership Observation Findings Conclusion –Most auditors do not Secure action commitment Reinforce partnership agreement Explain next steps of program

38. 38 Ohio Electric Partnership Client Interview Findings Understanding of the Program Round 1Round 2 Yes, I understand the EPP90%87% Yes, I understand the Partnership72%73% The service provider’s responsibility is to reduce energy usage or energy bills 68%48% The customer’s responsibility is to reduce energy usage or follow recommendations 40%55% The benefit of the program is reduced energy usage or bills 63%67%

39. 39 Ohio Electric Partnership Client Interview Findings Customer Motivation Round 1Round 2 I would be required to pay arrearages if I left PIPP82%67% There are benefits to reducing usage while on PIPP73%65% Reducing usage will reduce summer electric bills78%74% Reducing usage will prevent increase in arrears83%72%

40. 40 Ohio Electric Partnership Client Interview Findings Education Provided Round 1Round 2 Explained energy bill76%70% Explained how to tell if usage is increasing or decreasing61%63% Explained how electric use is measured71%56% Suggested actions78%82% Developed Action Plan71%56% Provided saving estimates72%60%

41. 41 Ohio Electric Partnership Client Interview Findings Recall of Energy Saving Actions Agreed toTaken Turn off lights57%30% Turn off appliances38%16% Conserve energy15%8% Use CFLs8%3% Wash clothes in cold water4%3% Use double spin on clothes washer2% Reduce water heater temperature3% Reduce length of showers3% Line dry clothes3% None15%

42. 42 Ohio Electric Partnership Client Interview Findings Percent with actions expected to reduce energy use Round 1Round 2 High energy savings potential25%31% Low energy saving potential66%47% No action9%22%

43. 43 Ohio Electric Partnership Client Interview Findings Reduced End Uses Round 1Round 2 Hot Water32%25% Air Conditioning24%41% Electric Dryer62%45% Dishwasher8%12% Dehumidifier6%4% Lights75%74%

44. 44 Ohio Electric Partnership Summary Well-developed education protocols Excellent education materials Many barriers to implementation Auditors not focused on action plans Education not tailored to individual client More recent client interviews show better results

45. 45 Utility Program Program Background Comprehensive usage reduction program managed by an electric and gas utility Addresses electric and gas usage Provide appliance replacement and weatherization services Providers are community action agencies and private contractors Four energy coordinators oversee work of agencies and contractors

46. 46 Utility Program Program Background Services are targeted to non public assistance, low-income, payment troubled, LIHEAP- recipient customers Four types of energy services –Appliance Efficiency Program (AEP): Refrigerator and/or freezer replacement, waterbed mattress replacement, fuel switching –Weatherization Program: heating system service and repairs, air sealing, duct sealing, insulation –Combination: AEP and Weatherization –Modified: Inspection for AEP or Weatherization but no additional treatment

47. 47 Utility Program Education Protocols Energy Use Management Education –Workshop or education packet with worksheets and video –Customers complete energy services questionnaire and are targeted into programs based on their usage –Contractors provide additional education when performing tests and installing measures

48. 48 Utility Program Education Protocols In-home Education –Include the customer –Tailor the inspection to the customer’s needs –Identify incentives (increased comfort and lower cost) –Provide reinforcing confidence –Initiate and develop an action plan

49. 49 Utility Program Education Materials Hot water temperature card “Cost of Operating Home Appliances” brochure Sheets on major energy users –Home heating and cooling –Home water heating –Kitchen energy use –Electric home appliances –Home lighting –Laundry energy use

50. 50 Utility Program Education Materials Energy Savings Action Plan I would like to reduce monthly energy costs by $_______ Space HeatingElectric Appliances 1. _____Apply for Weatherization6. _____Unplug second refrigerator 2. _____Turn down thermostat7. _____Turn off TV’s when not in use 3. _____Discontinue use of space heaters8. _____Turn off computer when not used Water HeatingLighting 4. _____Set water temperature at 120°9. _____Turn off lights when not needed 5. _____Wash clothes in cold water10. ____Install energy efficient lights in these rooms ___________ ____________ Other Actions or Suggestions for Reducing Energy Use

51. 51 Utility Program Barriers and Supports Lack of contractors Time lag between initial education and service delivery for some providers Quality control provided by energy coordinators Many contractors are well experienced with the utility’s programs

52. 52 Utility Program Observation Findings Energy usage analysis –Auditors calculate the energy usage of appliances and estimate the contribution of each major use General education –Auditors explain what they are doing and how appliances should be maintained

53. 53 Utility Program Observation Findings Review of actions from workshop –Contractors sometimes review actions from workshop Action plan –Contractors did not create a written list of actions for the customer at the end of the visit or review actions they had discussed during the visit

54. 54 Utility Program Client Interview Findings Understanding of the Program Yes, I understand the services provided by the program88% The service provider’s responsibility is to reduce energy bills44% The service provider’s responsibility is to reduce energy usage21% The customer’s responsibility is to reduce energy usage or follow recommendations 54%

55. 55 Utility Program Client Interview Findings Customer Motivation Energy bill is somewhat or very difficult to pay 92% Reduce energy usage or bills is the most important benefit of the program 53%

56. 56 Utility Programs Client Interview Findings Education Provided Discussed hot water use73% Discussed home heating use62% Discussed clothes dryer use59% Discussed other high energy uses47% Described dollar savings from actions always or most of the time73%

57. 57 Utility Program Client Interview Findings Recall of Energy Saving Actions Actions Taken As a Result of: WorkshopVideo In-Home Education Turn off lights43%40%33% Install CFLs27%20%24% Turn down thermostat14%15%10% Reduce TV usage11%3%6% Turn off appliances11%9% Turn down water temperature10%12%10% Reduce use of AC9%3%6% Use cold water for clothes washing9%5%6% Set back temperature at night/when out5%4%2%

58. 58 Utility Program Client Interview Findings Percent with actions expected to reduce energy use Action Taken as a Result of WorkshopVideo In-Home Education High energy savings potential69%65%60% Low energy saving potential26%20%23% No action5%15%13%

59. 59 Utility Program Client Interview Findings Reduced End Uses Hot Water62% Heating59% Dryer48% Lights73%

60. 60 Utility Program Summary Well-developed education protocols Excellent education materials Some barriers to implementation Auditors were not focused on action plans Action form was developed More recent client interviews show promising results

61. 61 Summary of Evaluation Findings Education procedures and materials are well planned and developed Observations show that auditors do not focus on the education aspect of the audit Client interviews show that clients are motivated, but most do not focus on actions with greatest savings potential Need better evaluation data on impacts of education

62. 62 Ways to Improve Energy Education Auditor motivation Auditor training and feedback Flexible education protocols Pilot new approaches

63. 63 Baseline Assessment Instrument Original Purpose –Improve measurement of the impacts of behavioral changes on energy usage Design Elements –Capture preprogram knowledge, attitudes, and actions –Identify reasons for unexplained changes in usage –Furnish educator with motivation information Discussion Components –Comfort and Safety –Knowledge/Behaviors/Actions –Motivation/Empowerment

64. 64 Experiences with Instrument Step 1 - Coworker Pretest –Issues in design and format –Significant differences in knowledge/attitudes/actions –Special circumstances Step 2 – Client Pretest –Clients appreciate someone listening to them –Significant differences in knowledge/attitude/actions –Ideas for tailoring education –Ideas for tailoring treatments Step 3 – Field Pretest –Need “motivated” volunteers

65. 65 Experiences with Instrument Examples

66. 66 Summary of Findings Instrument can serve as a baseline for measurement of client behavioral change Instrument can serve as a useful starting point for educator Instrument can help the auditor to identify unusual situations that change treatment priorities