bundling audits and efficiency - memberclicks...oct. 14, 2010 eric stern, clearesult consulting...
TRANSCRIPT
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Eric Stern, CLEAResult ConsultingOct. 14, 2010
Bundling Audits and Efficiency:A Presentation of Oklahoma Gas & Electric’s
New Home Energy Efficiency Program
The 2010 Colorado Utility ExchangeAspen, Colorado
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Today’s Focus
Bundle Audits with Efficiency Measure Installations
Use Technology to Tighten Program Processes
Make Business-Value Propositions to Trade Partners
Focus Entirely on Customer Service During the Audit
Know Your Customers
Simple Has A Role
Streamline Program At Every Turn to Get to Installations
Eliminate All Extra Customer Steps & Potential to Drop Off
Think Big (Volume), When Planning Residential Efforts
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Our Agenda
The Home Energy Efficiency Program (HEEP)
Program Objectives/Goals
Program Strategy
Program Implementation Details
Program Results
Program Ideas to Share
Open Discussion/Q&A
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Program Objectives
Ambitious 3-Year Participation Program Goals (2010-2012)
30,000 Low Cost Customer Education/Clip-board Audits
Homes Must Be Built Pre-2000
Customer Out-Of Pocket Max is $50
20,100 A/C Tune-Ups
Completed by Local HVAC Contractors
FREE For Customers
20,100 Duct Repairs
Completed by Local HVAC Contractors
FREE For Customers
4,500 Appliance Rebates
For Customers with No Central A/C
$50 Rebate For Customers Purchasing From Local Retailers
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Program Objectives II
Program Must to Deliver 3 Year Energy Savings:
Roughly 0.16 kW/home = (9,850 kW/61,425 participants)
OCC Deemed Savings Varies Widely By Climate Zone, Measure, etc
AC Tune = ~0.2 to 0.4 kW
Duct Repair = ~0.4 to 0.8 kW
Appliances (Window AC, Refrig, Freezer) = Minimal
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Program Year Cumulative MW Peak Reduction
Cumulative MWh Energy Savings
2010 3.28 4.649
2011 6.57 9,298
2012 9.85 13.947
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The Approach
Bundle All Measures Into Single Offering for $50
Convert 67% of Audits to A/C Tune-Up Installs
Focus on Providing Exceptional Customer Service/Education
Listen to Customers, Provide Simple & Focused Next Steps To Drive Desired Action
Streamline All Points of Contact, Reduce Hassles
Utilize Technology At Every Opportunity
Ramp Up Program Quickly
Energy Audits
Pilot Month = 200
Month 1 = 400
Monthly Throughout = 1200 –
1400/month
A/C Tunes & Duct Repairs (Done Together Now)
Month 1 = 250
May to October = ~2,000/Month
Engage Local HVAC With Volume Proposition
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Putting Ideas into Action
June & July 2010
Approval to Establish Program
Develop Audit and Report
Finalize All Program Processes, Technology, Forms, etc.
Establish Call Center Team
Recruit/Train HVAC Contractors
August 2010
Launch and Implement Pilot for OG&E Employees
Identify Opportunities to Streamline
September 2010
Full Program Launch to OG&E Customers
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Introducing the “HEEP”8
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Call Center
Fully Staffed/Trained HEEP Call Center
Support All Inbound Calls
Toll FREE Number
Open 5 Days Week From 7 AM to 7 PM
Answer All Calls in 45 Seconds
Support All Outbound Calls
Return Business Response Cards
Email Inquires From OG&E Website
Explain “Bundled”
Audit/AC Tune/Duct Repair Process Up Front
Set Customer Expectations NOW
Provide All HEEP Program Information
Conduct Customer Eligibility
Conduct Customer Validation
Accept Customer Payment
Complete Customer/Auditor Scheduling
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Call Center Real Time View10
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Call Center Trained Reps11
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Call Center Validation12
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Call Center Eligibility13
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Call Center Scheduling14
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Tablet Audits
Conducted by Home Energy Specialist (HES)
Uniform, Badge, Booties, Arrive 5 Minutes Early
Paperless –
Use Tablet Computers
60 Minute Visual, 30 Minute Customer Debrief
Exceptional Customer Service Is The Focus
Pre-Interview is Vital
Answer ALL Customer Questions
Use Caution to Not Overwhelm Customer
If Requested Get Into Details
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Paperless Audit Process
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Customer Reports
Printed While in Home
SIMPLE –
5 Pages
Benchmark Energy Use
Reviewed w/ Customer
Top 5 Opportunities
DIY Kits for Customers
Discuss Next Steps
AC Tune/Duct Repair
Appliance Program
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OG&E HEEP DIY Kits
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Simple Customer Report18
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Simple Customer Report19
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Simple Customer Report20
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Simple Customer Report21
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Scheduling Contractors
HVAC Contractor Assigned Once Audit Completed
Round Robin Format, (Based on Zips/Crews)
Leverages Existing Relationships When Possible
HVAC Contractor Notified By Email
Must Contact Customer Within 3-Days or Is Re-Assigned
May Schedule/Reschedule As Desired
HVAC Contractor Enters Appointment Time In System
Program Monitors Contractor Participation
Focus on Working with Engaged Partners
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Scheduling Contractors23
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Scheduling Contractors24
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Scheduling Contractors25
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Scheduling Contractors26
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A/C Tunes & Duct Repairs27
Very Structured Protocol Required
Customer Service
Safety Service
Operational Service
Efficiency Services
Documentation Services
Itemized/Fixed Pricing for Specific Services
$75 –
A/C Tune Up
$125 –
Evap. Coil & Blower Cleaning
$125 –
Plenum & Return Sealing
$25 –
Duct Repair
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A/C Tunes & Duct Repairs
Combustion Safety Required
Prior to Duct Repair Work/After Completing Repairs
CST is Provided to All Contractors by Program
Contractor Encouraged to Sell Repair Services
Contractor Encouraged to Sell Replacement Services
Contractor Submits Paperwork for Payment
Once All Work Is Completed
Detailed List of Data Points Required
Good HVAC Contractor Crew Could Do 3 Jobs/Day
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Rebates & Coupons
Customer Appliance Rebates
Processed Weekly by CLEAResult
Data Logged into System
Customer Rebate Form Scanned in As Attachment
Contractor Coupons
Contractors Paid Every Friday (Check) by CLEAResult
Forms Are Double-Checks for Errors
Contractors Contacted If Missing Information
Data Logged into System
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HVAC Partnerships
Contractor Participation Agreement Required
Follow Scheduling Rules
Attend Required Training
Schedule Rules Are Key
Enroll In QA/QC Program
Soft-Sell
Work With Those That Want to Work With You
Engage 30+ Local Companies
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HVAC Partnerships
The Value Proposition!
Puts Company In Front of 1,000’s of Customers
Should Be Able to Sell Significant Number of Replacement Jobs Over Time
Focus on the LONG TERM Relationship with Customers
Aligns Your Services With Both:
OG&E Program Messaging
Energy Auditor Findings
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Program Tracking
Access to Real Time Data Is Imperative!
OG&E Managers and CLEAResult Program Team
Run Reports To:
Determine Marketing Campaign Effectiveness
Assess Auditor Performance
Track AC Tune-Up and Duct Repair Close Rates
Ensure Data Integrity
Implement QA Effort
Measure Real-time kW/kWh Savings
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Real Time Data & Reports33
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Real Time Data & Reports34
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Real Time Data & Reports35
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Early Results
Up and Running Quickly
6 Full Time Home Energy Specialists Doing Audits
5 HVAC Partners Providing A/C Tunes & Duct Repairs
First 30 Days
Call Center Handling ~200 Calls + 100 Emails per Week
510 Audits Completed/Scheduled
222 A/C Tune & Duct Repairs Completed/Scheduled
Next 60 Days
Add 10 HES For Audits
Add 25 HVAC Partners
Ramp Up to Full Program Volume
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In Summary
There May Be Applications For a Checklist Audit
Streamline Everything for Customers
Payment, Scheduling, Audit Process, Installations, etc.
Make Business Pitch to Contractors
High Volume, Low Cost Can Indeed Be Desirable
Align Locally at Every Turn
Local Government Programs, etc.
Support, Support & More On-the-Ground Support!
Every Partner Needs Daily, Weekly, Monthly Touches
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