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Customer

Engagement Plan

Stakeholder Collaboration

Meeting

June 02, 2016

1

Agenda

2

• AMI Project Update

• Collaboration Goal & Objectives

• Customer Engagement Plan Overview

• Topic Areas

• Next Steps

Phase 1

2015

Implementation Planning Effort

• Develop business case

• RFPs & vendor selection

• Implementation/integration planning

2016

Communications and IT Work

• IT platform implementation

• Communication system design and planning

2017 – 2022

Implementation

• Rollout of AMI communication system and smart meters

• Full scale AMI implementation for CECONY and O&R

– CECONY: 4.8 million meters (3.6 million electric, 1.2 million gas); Estimated cost of

project - $1,285 million

– O&R: 0.44 million meters; estimated cost $105 million (project to begin in Rockland

County)

• Project phases:

3

AMI Project Update

Overview

4

Staten Island

Westchester

Brooklyn

Manhattan

Bronx

Queens

Legend

CECONY Meter Rollout

Rockland County

Orange & Rockland Meter Rollout

AMI Project Update

Meter Deployment Plan

5

AMI Project Update

Technology Partners

Electric Meters

AMI System and Gas Modules

Meter Data Management

System (MDMS)

Meter Asset Management

System (MAMS)

System Integration

• Selected AMI technology and service vendors

– Meters and communication network equipment

– IT systems

– Installation services and IT integration consultants

• Commenced IT platform implementation and AMI

communication network design

– Communication network installation to begin 1Q2017

– Meter installs to begin 3Q2017

• Initiated AMI meter and module certification testing

6

AMI Project Update

Project Status

Collaboration Goal & Objectives

Focus for Meeting No. 1

7

Goal

Provide external stakeholders an overview of Customer

Engagement Plan filing and key areas of focus for collaboration

Objectives:

• Provide overview of plan and topic areas

• Inform stakeholders of topic area scope

• Inform stakeholders of key areas of focus for collaboration

• Solicit comments on topic area scope

• Communicate timeline for follow-on collaboration and filing

8

Collaboration 1Provide level set

between utilities and

external collaboration

stakeholders on

upcoming filing

Collaboration 2Collaborate on key

focus areas of the

Customer

Engagement Plan

Collaboration 3Review applicable

sections of the

Customer

Engagement Plan

File PlanFile Customer

Engagement Plan

with NY PSC


Timeline

Jun 14 Jun 15 Jun 29Jun 02

Customer Engagement Plan Overview

Goal & Objectives

9

Goal

Empower customers with knowledge and access to AMI benefits and

provide for continuing engagement of customers and third parties

Objectives:

• Acceptance, improved utilization, and ease of AMI

implementation

• Clear and apparent benefits: control, choice and convenience

• Integrate active participation of third party partners

10

Customer Engagement Plan

Cost Savings and Revenue Opportunities

Framework for 3rd parties to identify

alternative opportunities

Local Law 84

Evaluate options to reduce or eliminate

charge through automation

Customer Education

Customer awareness,

information and engagement

Data Privacy

Privacy assessment and data access

and control principles

Green Button Connect

Green Button Connect My Data® implementation plan

and data collaboration

Innovative Rate Design

Innovative pricing proposals and pilot

project

NOTE: AMI Opt-Out, Submetering and Local Law 84, Topic

Areas not applicable to O&R filing

Customer Engagement Plan Overview

Topic Areas


Framework for 3rd parties to identify

alternative opportunities

Customer Education

Customer awareness,

information and engagement

Green Button Connect

Green Button Connect My Data® implementation plan

and data collaboration


Innovative pricing proposals and pilot

project

Focus of Collaborative Effort

Submetering

Proposal to maximize AMI

benefits for submetered customers

AMI Opt-Out

Proposed amendments to

current AMR/AMI Opt-Out Tariff

Customer Education

Goal & Objectives

11

Goal

Empower customers with AMI-enabled benefits control, choice and

convenience through customer education

Objectives:

• Aware, informed and engaged

• Communicate clear and apparent benefits

• Enable customers to make informed decisions about participation

Customer Education

Scope

12

Strategy

Strategy aimed at creating awareness, informing and promoting engagement of AMI benefits in three phases:

• Aware

• Informed

• Engaged

Plan

Detailed plan behind communication strategy used to interact with customers; representative details include:

• Phases

• Campaigns

• Individual artifacts

Customer Education

Proposed Strategy

13

Communication Network Rollout

Begin Smart Meter Rollout

End Smart Meter RolloutAMI

Deployment

Milestones

Deployment

Messaging

Global

Messaging

‘Our Energy Future’

Communicate the benefits of smart grid and smart meters to promote engagement

Aware

Engaged

Notify customers of smart meter

deployment and benefits

Equip customers with knowledge to participate in

smart meter opportunities

Informed

Prepare customers for smart meter deployment,

provide information on available opportunities

Customer Education

Key Areas for Collaboration

14

Customer segmentation for messagingAudience

Preferred channels to reach target audienceChannel

Frequency, duration and sequencing of messaging

Timing

Messaging artifacts (e.g. letter, postcard, meeting, email, website, social media, etc.)

Artifacts

Green Button

Goal & Objectives

15

Goal

Implementation plan for Green Button Connect My Data® and

conduct stakeholder collaboration with third parties

Objectives:

• Detailed implementation plan, budget and timeline

• Explore additional data sets through collaboration

Green Button

Overview

16

• Green Button1 is a secure way to download and provide access to

energy usage information electronically

• Green Button Download My Data® is already in use by CECONY

and O&R; planning is currently underway to implement Green

Button Connect My Data®

Customers manually download usage data from utility website

Customers can authorize third parties to receive direct access to their usage data

1http://www.greenbuttondata.org/

Green Button

Scope

17

Implementation Plan

Create implementation plan for Green Button Connect My Data®:

• Detailed costs

• Timeline

• Activities

• Dependencies

• Milestones (phasing)

• Outreach

• Additional data sets (as

feasible)

Green Button

Commitments to Date

18

• Implement Green Button Connect My Data ® alongside DCX platform

• Provide basic usage data at the meter interval

• Estimated $15 Million for implementation

• Implement by end of 2017

• Benchmarks with utilities from other states


Desired data sets and additional data sharing capabilities for third parties

Data


Goal & Objectives

19

Goal

Pilot that identifies how innovative rate structures can enhance

customer benefits of the AMI system in a cost effective manner

Objectives:

• Maximize customer participation and realization of AMI benefits

• Focus on quality of results in designing pilot

• Collaborate with third parties


Scope

20

Goals and Metrics

Describe goals for pilot and metrics that will be used to measure results

Variables

Define variables and different groups included in pilot (e.g. rates, messaging, and technology)

Time and Location

Describe location and timing of the rate pilot (based on AMI deployment and baseline data collection)

Participation

Describe how customers will be selected (opt-in or opt-out), and which customer classes will be eligible to participate

Innovative rate design pilot will include the following elements:


Proposed Pilot Framework

21

*

ProposedKey: Not Proposed

Opt-in

Opt-out

C&I

ResidentialMulti (SC8)

Single (SC1)

Messaging

Technology

New Rates

Participation

Variables

Non-TOU

TOU

For Consideration

Time & Place

Staten Island

Rockland

Westchester

Volumetric

DemandSupply

Delivery

No Baseline

Baseline

No Baseline

Baseline

No Baseline

Baseline

2017

2019

2017-2018

2020

2017-2018

2022

* Additional boroughs may host later pilots, with timing based on the scheduled AMI roll out for each territory



22

Key information the pilot will seek to provideGoals

Rates, engagement methods, and enabling technologies

Variables

When and where the pilot will take placeTiming

Customer eligibility and enrollment Participation


Goal & Objectives

23

Goal

Facilitate new cost saving and revenue opportunities directly related

to AMI for customers, third party vendors, and the utility

Objectives:

• Facilitate opportunities developed by third parties

• Include a process for identifying, measuring, and sharing savings


Scope

24

Eligibility CriteriaDefine eligibility criteria for potential opportunities and the specified parameters to consider for each type; potential eligible opportunities include:

Proposed ProcessDefine the process to submit ideas to the utilities:

• Eligible participants

• Eligible opportunities

• Proposal timeline

• Required materials

• Method for submitting

• Metrics for selection

• Water AMI

• Outdoor Lighting

• Public Streetlights

• Parking

• Trash Collection

• Sensors


Strawman Proposal Process

25

1. Application

Receipt

2. Application

Review

3. Q&A,

Selection

4. Negotiation &

Implementation

5. Measurement

& Verification

• Submissions

accepted yearly

• Program

through AMI

rollout period

• Proposals

should include:

• business case

• benefit sharing

details

• metrics for

success

• Proposal

evaluation

metrics

• Steering

Committee

manages

review and

initial selection

• Metrics for

proposal

interviews



26

Eligible technology or approachesEligibilty Criteria

Eligibility, materials, metrics, timeline, etc. Process

Detail

Data Privacy

Goal & Objectives

27

Goal

Complete formal data privacy assessment and propose data privacy

and access principles relating to implementation of AMI

Objectives:

• Perform data privacy assessment per NISTIR 7628 guidance

• Propose data access principles using OECD FIPP Principles and

other applicable frameworks

Data Privacy

Scope

28

Privacy AssessmentDetailed data privacy assessment as prescribed by NIST

• Assess current data privacy policies & procedures against NIST 7628 Guidelines

• Review of AMI implementation plans and design to assess data privacy impacts

Data Access PrinciplesProposed Data Privacy Policy leveraging creditable organizations specializing in privacy frameworks

• OECD frameworks – 8 recommended Fair Practice Principles (FIPP)

• Research and benchmark comparable organizations’ data access and privacy policies

Submetering

Goal & Objectives

29

Goal

Explore opportunities for submetered tenants to benefit from AMI

Objectives:

• Determine AMI benefits that can be provided to submetered

tenants residing in multi-family buildings

Submetering

Scope

30

OpportunitiesDefine opportunities to accommodate submeteredtenants looking to benefit from AMI

• Opportunities:

1. Utility AMI

2. Third-party platform

3. Combination of 1 & 2

• Benefits

• Feasibility

• Limitations

Opt-Out Tariff

Goal & Objectives

31

Goal

Propose tariff amendments necessary to accommodate customers

wishing to opt out of AMI meters for privacy and security concerns

Objectives:

• Address customer privacy and security concerns raised by AMI

meters, including customers residing in multi-family buildings

• Leverage best practices and lessons learned from other utilities

Opt-Out Tariff

Scope

32

Proposed Tariff AmendmentsProposed amendments to current tariff:

• Eligibility

• Meter replacement

option(s)

• Tariff costs

• Communication

• Application

• Etc.

Local Law 84

Goal & Objectives

33

Goal

Reduce or eliminate costs for aggregated building data required to

comply with Local Law 84

Objectives:

• Determine how current processes can reduce cost

• Determine how future state processes can further reduce or

eliminate cost

Local Law 84

Scope

34

Current State AssessmentQuantitative assessment of how changes in process to date have impacted the cost:

Future State AssessmentQuantitative assessment of how anticipated future changes (anticipated LL84 changes, automation, etc.) will impact cost:

• Labor cost

• Vendor cost

• IT maintenance fees

• Capital investments

• Labor cost

• Vendor cost

• IT maintenance fees

• Capital investments

Next Steps

35

Next Steps

Recap of Key Collaboration Areas

36

Customer segmentation for messagingAudience

Preferred channels to reach target audienceChannel

Frequency, duration and sequencing of messaging

Timing

Messaging artifacts (e.g. letter, postcard, meeting, email, website, social media, etc.)

Artifacts

Desired data sets and additional data sharing capabilities for third parties

Data

Customer

Education

Green

Button

Key information the pilot will seek to provideGoalsInnovative

Rate

Design

Customer

Education

Customer

Education

Customer

Education

Next Steps

Recap of Key Collaboration Areas

37

Rates, engagement methods, and enabling technologies

Variables

When and where the pilot will take placeTiming

Customer eligibility and enrollment Participation

Eligible technology or approachesEligibility Criteria

Eligibility, materials, metrics, timeline, etc. Process Detail

Innovative

Rate

Design

Cost Savings

& Revenue

Opportunities

Cost Savings

& Revenue

Opportunities

Innovative

Rate

Design

Innovative

Rate

Design

38

Collaboration 1Provide level set

between utilities and

external collaboration

stakeholders on

upcoming filing

Collaboration 2Collaborate on key

focus areas of the

Customer

Engagement Plan

Collaboration 3Review applicable

sections of the

Customer

Engagement Plan

File PlanFile Customer

Engagement Plan

with NY PSC


Timeline

Jun 14 Jun 15 Jun 29Jun 02

customer engagement plan - squarespace€¦ · •customer engagement plan overview ... and smart...

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