smart meter success stories and strategies for success

© Aclara Technologies LLC, 2012

Smart Meter Success Stories / Strategies for Success

Sarah FiebigerSenior Research Associate, E Source@ESourceSarah


Creating Your Own Smart Meter Success Story

• Define Success• Communicate Realistic Consumer Benefits• Be Transparent• Do Message Testing• Communicate Via Multiple Channels• Offer Choices that Provide Value


What Defines Success?

Image Courtesy: Toa55 / FreeDigitalPhotos.net

SUCCESS


What Defines Success?

Image Courtesy: kenfotos / FreeDigitalPhotos.net

SUCCESS


What Defines Smart Meter Deployment Success?

At or Below Budget Reduced Outage Times

Customer Energy Use Awareness

Technologies That Work

The Way They Were Sold

Reduced Truck Rolls

Meters Deployed

Positive Impact To Customer

Satisfaction

Flattening of the Utility Organization

EV Preparedness

Meeting ARRA Requirements

Commission/ Board Requirements Met

DSM Goals Met


What are Bumps on the Road to Success?

Cost Overruns

Higher Bills

Technologies That Fail

Lack of Customer

Benefit/Value

Privacy and Security

Health and Safety

Associative Blame

Perceived Loss of Control

Commission/ Legislative

Intervention


Communicate Realistic Benefits

SMART METERS WILL SAVE YOU

$$$Image Courtesy: renjith krishnan / FreeDigitalPhotos.net


CenterPoint is Honest About Smart Meter Savings

Image Source: CenterPoint Energy;http://www.centerpointenergy.com/services/electricity/business/advancedmetering/faq/623c071520eb6210VgnVCM10000026a10d0aRCRD/

http://www.centerpointenergy.com/services/electricity/business/advancedmetering/faq/623c071520eb6210VgnVCM10000026a10d0aRCRD/

http://www.centerpointenergy.com/services/electricity/business/advancedmetering/faq/623c071520eb6210VgnVCM10000026a10d0aRCRD/


NV Energy’s Consumer Benefits Shown on Microsite

Image Source: NV Energy; https://www.nvenergy.com/NVEnergize/

• Customer discovers pool pump set to cycle too frequently causing increased usage, thanks to smart meter data

• 100,000 remote disconnect/reconnect orders filled in first 60 days• Reduced truck rolls = lower operating expenses, more timely

fulfillment of move requests

https://www.nvenergy.com/NVEnergize/


Be Transparent


Austin Energy Keeps Customers Informed

Image Sourcee: Austin Energy; http://www.austinenergy.com/customer%20Care/Billing/AM/index.htm

http://www.austinenergy.com/customer%20Care/Billing/AM/index.htm


Sacramento Municipal Utility District Provides Info. on Website

Image Soruce: https://www.smud.org/en/residential/customer-service/smart-meters/

https://www.smud.org/en/residential/customer-service/smart-meters/


SMUD Communications & Transparency – Installation Success!

• 95% positive customer response• 600,000 meters installed as of April 2012, a few thousand left• Smart meters are customers first impression of smart grid –

SMUD wanted it to be FANTASTIC• Saw as education process, customers must understand the “why”• Gave 116 presentations to the community, 72 to employees• SMUD wanted to let customers know this technology opens up

options for everyone• Customers wanted confidence in a solid vision and to know the

utility is there for them


NV Energy Builds Trust Through Transparency


• Department of Energy approved cyber security plan• Meters tested multiple times and exceed American National

Standards Institute (ANSI) standards• Manual meter reads compared to old meter reads for a while• Privacy assurances provided



Florida Power & Light (FPL) Breaks Out Benefits

Images Source: Florida Power & Light; http://www.fpl.com/energysmart/

http://www.fpl.com/energysmart/


Do Message Testing

Image Courtesy: renjith krishnan / FreeDigitalPhotos.net


FPL Messages Result of Extensive Testing

• Deliver reliable electric service

• Manage your energy use

• Expand use ofrenewable energy sources


CVPS Puts Uses Mantra “We Hear You”

Image Source: Central Vermont Public Service; http://www.cvps.com/ProgramsServices/smartpower/index.asp

http://www.cvps.com/ProgramsServices/smartpower/index.asp


Austin Energy Customers Don’t Like “Futursitic” Terms

• Finished meter rollout in 2009• Tested messaging with focus

groups• Customers didn’t like the term

“smart grid” or anything futuristic

• Put focus on day 1 benefits• Customers wanted lots of

communications• Austin Energy communicated

through many channels

Image Source: Austin Energy; http://www.austinenergy.com/customer%20Care/Billing/AM/index.htm

http://www.austinenergy.com/customer%20Care/Billing/AM/index.htm


Communicate Via Multiple Channels

CONTACT CHANNELS

© E Source

IVR Live agent Website Secure website Social media Mobile E-mail

Chat Text messages Letters Mailer New emerging

channels


CVPS Communicates Via Microsite, Ads, & Facebook

• Microsite• Newspaper• Radio• Facebook

Image Source: https://www.facebook.com/pages/CVPS/113949185283432

https://www.facebook.com/pages/CVPS/113949185283432


LIPA Communicates w/Customers and Few Opt Out

• Marketing and awareness campaigns– 2 months prior to installation– No negative response from customers

• Mailed letters to alert customer of new meter installation– Sent two weeks before installs began– 500 installed, with 1,500 to go– Only 5 opt-out requests so far

• 1-on-1 communication with people opting-out of AMI– One person speaking with people– 2 of the 5 callers changed their minds


Offer Choices that Provide Value

Image Courtesy: renjith krishnan / FreeDigitalPhotos.net


NV Energy Customers Get Options That Are Voluntary


“All programs and rate plans that will be offered through NVEnergize are

voluntary. You will be able to choose the options that best fit your lifestyle.”



Oklahoma Electric Cooperative Offers Prepaid Metering

• Pilot began in 2006, program followed• Customers get ability to pay when, where, and how they want• Customers can monitor usage via MyUsage.com• Customers see 13% reduction in energy use• Increased customer satisfaction• Write-offs dropped from 0.47 percent to 0.17 percent of revenues

from 2006 to 2009

Image Source: www.MyUsage.com


Standards & Value Success – Green Button!

• American Electric Power• Austin Energy• Baltimore Gas & Electric• CenterPoint Energy• Commonwealth Edison• Glendale Water and Power• NSTAR• Oncor

• PECO• Pepco Holdings• PG&E• Reliant• SDG&E• Southern California Edison• TXU Energy• Virginia Dominion Power

3 utilities have implemented and 13 more are committed!

Image & Information Source: http://www.greenbuttondata.org/greenadopt.html

http://www.greenbuttondata.org/greenadopt.html


SDG&E Providing Customer Value with EcoDog App!

• Windows-based software application• Being provided by SDG&E• Allows customers to realize value from the data• Detailed view of where energy is used• Comprehensive solar monitoring• Proactive energy-savings recommendations• Customers can determine:

– If a more cost-effective rate plan is available– Cost of charging an EV– Best rate plan with EV included– Savings from installing solar

Image & Information Source: http://www.ecodoginc.com/SDGE_GreenButton.htm

http://www.ecodoginc.com/SDGE_GreenButton.htm

http://www.ecodoginc.com/SDGE_GreenButton.htm


SARAH FIEBIGERSENIOR RESEARCH ASSOCIATEE [email protected]@ESOURCESARAH

mailto:[email protected]

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