Smart Meter Success Stories and Strategies for Success

Smart Meter Success Stories /
Strategies for Success

Sarah Fiebiger
Senior Research Associate, E Source
@ESourceSarah

© Aclara Technologies LLC, 2012

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?

SUCCESS
Image Courtesy: Toa55 / FreeDigitalPhotos.net


What Defines Success?

SUCCESS
Image Courtesy: kenfotos / FreeDigitalPhotos.net


What Defines Smart Meter Deployment Success?

Positive Impact To
Meeting ARRA Reduced Outage
At or Below Budget Customer
Requirements Times
Satisfaction

Technologies That
Commission/ Board Work Flattening of the
Reduced Truck Rolls
Requirements Met The Way They Were Utility Organization
Sold

Customer Energy
DSM Goals Met Meters Deployed
Use Awareness EV Preparedness


What are Bumps on the Road to Success?

Perceived Loss Privacy and
Cost Overruns
of Control Security

Lack of
Technologies
Health and
Customer
That Fail Safety
Benefit/Value

Commission/
Higher Bills Associative
Legislative
Blame
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/


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

Be Transparent


Austin Energy Keeps Customers Informed

Image Sourcee: Austin Energy; 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/


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/


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 of
renewable energy
sources


CVPS Puts Uses Mantra “We Hear You”

Image Source: Central Vermont Public Service; 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


Communicate Via Multiple Channels

CONTACT CHANNELS
 IVR  Chat
 Live agent  Text messages
 Website  Letters
 Secure website  Mailer
 Social media  New emerging
 Mobile channels
 E-mail

© E Source


CVPS Communicates Via Microsite, Ads, & Facebook
• Microsite
• Newspaper
• Radio
• Facebook

Image Source: 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!

3 utilities have implemented and 13 more are committed!

• American Electric Power • PECO
• Austin Energy • Pepco Holdings
• Baltimore Gas & Electric • PG&E
• CenterPoint Energy • Reliant
• Commonwealth Edison • SDG&E
• Glendale Water and Power • Southern California Edison
• NSTAR • TXU Energy
• Oncor • Virginia Dominion Power

Image & Information Source: 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


SARAH FIEBIGER
SENIOR RESEARCH ASSOCIATE
E SOURCE
SARAH_FIEBIGER@ESOURCE.COM
303-345-9126
@ESOURCESARAH


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