Realizing the Consumer Benefits: Are We Moving the Needle?

September 21, 2017

Today’s Presenters

Carl BesawSenior Project Manager

Southern California

Edison

Sarah MoskowitzOutreach Director

Illinois Citizens Utility

Board

Tarun MalhotraERP Program Manager

City of San Diego

Lance BrownVP, Customer Service

Solutions

Smart Energy Water

Agenda

• Introduction & SECC

• Smart Meters & Smart Thermostats - SCE

• Meeting Consumers’ Needs – Illinois CUB

• New Age Utility Customer – SEW & SD

• Question & Answer Session

• Post AMI

• DER

• Next-Gen Tech

• Empowered

Consumers

• Pre-AMI

• Lack of

Consumer Input

& Engagement

A More Engaged Consumer?

Consumers

Speaker #1

Name Background

Carl Besaw Senior Project Manager at Southern California Edison

• Leads a variety of pilots and demonstrations using technology solutions and

program strategies to expand SCE’s Demand Side Management offerings

• Previously led demand response (DR) emerging markets and technology

efforts at SCE

• Holds a Bachelor degree from Brigham Young University and a MBA from

Pepperdine University’s Graziadio School of Business and Management

• Certified Project Management Professional (PMP)

• Founding member of the OpenADR Alliance where he served as Chairman of

the Board from 2012 – 2016

Realizing Consumer Benefits:Are We Moving the Needle?

Smart Meters & Smart Thermostats at SCE

6

About Southern California Edison

• Large electric only IOU covering most of Southern California

• 14 million residents in service territory

• 1.4 million power poles

• 700,000 transformers

• 103,000 miles of distribution and transmission lines

• Over 5 million smart meters installed (2009-2013)

7

What We Thought Would Happen

• A retail market for ZigBee Smart Energy Profile (SEP) devices that could pair with smart meters would develop

• Customers would purchase Home Area Network (HAN) devices that could be leveraged by utility programs

• A connection to the smart meter would be required for access to energy information and to signal Demand Response (DR) events

• SEP 2.0 would improve functionality, security, etc.

• Smart meters would be upgraded to SEP 2.0

• Customers would benefit from purchasing devices that show energy consumption information

8

What We Thought Would Happen

9

How We Prepared

2010 - 2011 In-Home Display (IHD) Pilot• Evaluated customer preferences for the Tendril Insight IHD and GE Nucleus

Portal/App Energy Solution

• Approximately 35 participants used both devices

• 35-45% of participants would definitely or probably buy the device, but were only willing to pay between $20 and $30

2010 - 2015 Irvine Smart Grid Demonstration Project• Evaluated potential of homes equiped with IHD’s, Smart Thermostats, Smart

Appliances, Battery Storage, Solar Panels, and Electric Vehicles to achieve Zero Net Energy

• Approximately 30 homes participated in the project

• Final report submitted to DOE in December 2015

10

How We Prepared

2011-2012 Interim HAN Solution (IHS)/Real Time Cost Pilot (RTCP)• Evaluated energy savings attributed to IHDs for ~500 customers

• IHS group (energy information only on IHD) saved ~3%

• RTCP group (energy information and $ amounts on IHD) saved ~6%

• Energy savings didn’t persist beyond first 90 days of participation

2012-2014 ADT Energy Information• Partnered with ADT to provide energy info. on security touch screen

• Offered $50 gift card, later reduced to $25 bill credit as incentive

• Lower than anticipated interest from customers

2013-2014 Summer Discount Plan with Smart Thermostats• Evaluated smart thermostats from Ecobee and Carrier as an alternative to older load

control switches for AC Cycling for ~500 customers

• Limited success based on low customer interest, back-end system and meter connection issues

11

What Actually Happened

• HAN retail market did not develop as anticipated

• A retail market of Internet connected thermostats and home automation systems developed

• Although a connection to the meter is required for energy information, there are alternatives such as the Internet for signalling DR events

• SEP 2.0 took longer than anticipated to be finalized and never gained traction in the consumer market

• SCE smart meters will not be upgraded to SEP 2.0

• Energy only devices don’t seem to be compelling to customers

12

What Actually Happened

13

How We Adapted

• Developed a Smart Thermostat DR Program to leverage Internet connected thermostats

• Used existing infrastructure previously used for commercial DR programs:

• Demand Response Automated Server (DRAS)• OpenADR used to signal participants via Internet

• Used existing residential Peak Time Rebate (PTR) DR program:• Approximately 12 events per year• Four hour events (2pm – 6pm)• No incentive at enrollment• $1.25 bill credit per kWh reduced

14

3rd Party Smart Thermostat Architecture

15

Controls

Controls

IOU

SCE DRAS

Calls DREvent

3rd Party Server

HVAC System

Controls

Wi-FiRouter

OpenADR 2.0 (To/from SCE) Wi-Fi

Router

Wi-FiRouter

Proprietary Internet(To/from server to thermostats)

Thermostat

HVAC System

HVACSystem

Thermostat

WWW

Thermostat

Smart Thermostat Pilot Comparison

• Both programs piloted during Summer 2013

• 3rd Party Smart Thermostat compared to Summer Discount Plan with Smart Thermostat (SDPST):

• Reduced utility costs by 90% (management fee vs. purchase and installation)

• Customer recruitment success - 18.6% vs. 1.3%

• 2,800 participants vs. 430 participants

• .75kW avg. load reduction vs. 1.2kW (3rd Party Strategies vs. Duty Cycle) per hour

• 2 MW Peak Savings vs. 0.5 Peak MW Savings

• Based on results, SDPST was discontinued and the 3rd Party Smart Thermsotat Program was expanded

16

3rd Party Smart Thermostat Program

• Began offering enrollment incentives beginning Summer 2016 to mitigate Aliso Canyon gas leak:

• $75 SCE utility rebate

• $50 So. Cal Gas utility rebate

• Continued to expand thermostats eligible to participate

• Current enrollment over 40,000

17

Are we moving the Needle?

• Yes, but not the way we thought we would

• Customers didn’t seem to see persistent benefits from having real time energy information available

• Customers did see benefits in DR program participation with Smart Thermostats

• Initial and ongoing incentives for saving energy• Minimal impact to customer comfort

• Utilities and 3rd Parties also benefit• Additional revenue stream and visibility for vendors• Leverage utility investment in smart meters• Additional energy reduction available to utilities when needed

18

Conclusion

• In order to continue to move the needle and provide consumer benefits utilities should:

• Look for ways to leverage consumer market preferences

• Establish partnerships with non-utility companies with a shared customer base

• Make it easy and convenient for customers to participate in programs

• Identify future devices that may be the next smart thermostat• Electric Vehicles

• Home Automation Systems

• Smart Appliances

• Communicating pool pumps

19

Speaker #2

Name Background

Sarah Moskowitz Outreach Director at the Illinois Citizens Utility Board

• Works as CUB’s director of outreach, managing the consumer group’s statewide

efforts to educate consumers about utility and efficiency issues

• Been with the Illinois CUB for over 17 years

• Expert on utility billing issues, helping resolve people’s electric, natural gas, and

telecom-related questions and complaints

• Leads efforts to hold hundreds of money-saving events across the Land of

Lincoln and managed the launch of CUB Energy Saver

• Graduated from the University of Chicago with a degree in Anthropology in 2000

• Earned her Master’s Degree in Social Service Administration from the University

of Chicago in 2004

Background on CUB Illinois

Sarah Moskowitz

Outreach Director

Citizens Utility Board of

Illinois

REALIZING the CONSUMER

BENEFITSARE WE MOVING THE NEEDLE?

WHAT IS CUB?

• Non-profit, non-partisan organization

• Supported by members & grants

• Represents the interests of IL ratepayers

• 26 people on staff

Represents utility ratepayers:

– Illinois Commerce Commission, IL General Assembly, Courts

Helps individuals:

– 1-800-669-5556 (hotline)– citizensutilityboard.org

Conducts Consumer Education

– Outreach events (~500/yr)– Media & publications

Advocates for residential EE and DR programs

What does CUB do?WHAT DOES CUB DO?

WHAT IS CUB?THOSE PESKY CONSUMER ADVOCATES!

WHAT IS CUB?THOSE HAPPY CONSUMER ADVOCATES!

• A variety of programs to meet consumers’ different needs– Especially low/no-risk programs like PTR

– More advanced programs for consumers who “graduate”

• Programs that WORK– What makes a program work?

• Easy to understand & sign up

• Technology functions as it should

• Promises are kept

• Supplemental messaging & support aligns with the program

• A holistic view– Looking at how these programs fit into the consumer’s world can help you find

ways to overcome the numerous barriers to entry

– Enlist several different messengers (community groups, CUBs, enviros, munis)

– Make it easy for consumers to move up the ladder of engagement• For example, if someone is disappointed by low peak-time rebate amounts, suggest

A/C cycling, which is guaranteed $$– (What different mechanisms are there, for making that suggestion to the consumer?)

WHAT DO WE WANT?OUR DEMANDS ARE NOT UNREASONABLE

WHAT DO WE WANT?

PROGRAM OLD-FASHIONED METER SMART MeterCompatible with

which electric suppliers?

Peak-Time Rebate Any

Hourly Pricing…but utility will

provide interval meter ahead of schedule if you want to sign up

ComEd only

A/C Cycling Any

Utility direct install programs Any

ComEd “Smart Ideas” rebates

Any

A VARIETY OF PROGRAMS, LIKE THESE FROM THE NORTHERN IL UTILITY:

Programs Have to WORKWHAT DO WE WANT?PROGRAMS THAT WORK… LOOK AT THE TIMING ON THIS EMAIL:

Programs Have to WORKWHAT DO WE WANT?PROGRAMS THAT WORK, AND CUSTOMER SERVICE TO BACK THEM UP

Promoting EE & DR programs is all about

overcoming barriers

– Remember the digital divide

– Recruit diverse messengers

– Leverage opportunities to tell people about

programs

WHAT DO WE WANT?A HOLISTIC VIEW

YES!

– High enrollment/satisfaction in programs

– The Illinois Future Energy Jobs Act (FEJA) builds

on the promise of AMI

ARE WE MOVING THE NEEDLE?CONSUMER BACKLASH IN IL HAS BEEN MINIMAL.* SO NOW ON TO BETTER THINGS…

* So far.

Speaker #3

Name Background

Lance Brown VP, Customer Service Solutions at Smart Energy Water

• Customer service professional with more than 35 years of experience in the

public utility and retail industries

• Previously held a career with the Los Angeles Department of Water and

Power - Director of customer services in 2006 and remained in that position

until his retirement in February 2011

• Was responsible for the activities of more than 1,500 employees directly

involved in providing customer service to more than 1.8 million customers

• Dedicated to helping organizations provide excellent customer service

Speaker #4

Name Background

Tarun Malhotra ERP Program Manager at the City of San Diego

• An innovative and strategic IT leader with an extensive technical background

• 18 years of IT/ERP experience spanning management and technical

competencies within multiple lines of business

• Responsible for the SAP ERP system, including projects and daily support

• Leads and manages on-site and off-site staff to implement mid to large scale

projects, and support the existing ERP landscape

• Extensive hands-on experience with SAP ABAP development, and functional

work in various modules - CCS, CRM, PM, MM, and FI-CA

• ITIL certified

© 2017 Smart Energy Water| SEW Confidential

Thursday, Sept 21 | 1:00 PM EST

Realizing the Consumer Benefits:Are We Moving the Needle

&

© 2017 Smart Energy Water| SEW Confidential

New Age Utility CustomerRedefining the Value of Customer Engagement

Two-Way Communication

• Understands the need of

sustainability future• Aware of new age

technologies

The Customer

Electric Vehicle

SmartHome

SmartMeter

Solar

Paperlessbilling

Payments

© 2017 Smart Energy Water| SEW Confidential

Mobile Moments An average consumer in U.S. picks up his mobile devices up to 150 to 200 times a day, i.e. nearly 30 billion mobile moments each day. Source

Mobile Penetration 79.1% mobile market penetration in U.S during the three months ending in January, 2016. Source

Mobile First 83% of consumers say that smartphone is their primary device Source

Mobile Habits of the New Age Customer

Mobile First Real-time 24x7

Customer Centric Experience

Personalization

Multi Channel &Proactive

© 2017 Smart Energy Water| SEW Confidential

Mobile Apps Leading Engagement Next 5 Years

Medium Increase About the Same Decrease

Paper billing inserts 3% 30% 67%

Utility website 67% 32% 1%

Utility mobile app 83% 16% 1%

Customer phone calls 7% 64% 29%

Email 48% 47% 5%

Social media 79% 19% 2%

In-person education 34% 52% 15%

• Question Asked: “How will the mediums you use to interact with customers change over the next 5 years?”

• Summary of results: Digital

communications, especially mobile apps, were most popular among utility respondents.

SOURCE

© 2017 Smart Energy Water| SEW Confidential

MyWater Easy App & Web Portal

• View Usage, Billing & Historical Data• Integration with SAP Customer Care Platform• AMI Smart Meters

Powered By

© 2017 Smart Energy Water| SEW Confidential

• Engage Customers• Increase online/mobile adoption• Increase conservation efforts• Reduce phone calls to the call center

• Smart Meters• Provide customers with hourly consumption data• Bill customers more accurately• Reduce operational costs• Reduce wastage

• Infrastructure• Maintain existing infrastructure• Upgrade old equipment and infrastructure• Work more efficiently

• California's second largest city and the United States' eighth largest, San Diego has a population of 1.4 million residents

• City of San Diego has ~300,000 Water customers

• Nearly half of them have signed up to use the legacy online portal for Account self services

• City uses SAP IS-U and CRM WebIC to manage customer information, billing, and the call center

© 2017 Smart Energy Water| SEW Confidential

Implementation Challenges and Goals

Maintain one system of record (SAP), fully integrated with the customer Front-end

Lack of integrated two-way communication between utility and the customer

Manage implementation costs

and fees

Need for a modern, intuitive web and mobile interface for customers• Increase online adoption• Increase customer satisfaction• Reduce call volume

Push Notifications, e-mail, and text

messaging

ADA compliance, PCI compliance, and Security features

Limited customer access to key information e.g. consumption patterns, outage notifications,

and custom alerts

Lack of access to data leading to minimal

contribution by customers in conservation efforts

Increase outreach and education for successful delivery of

conservation programs, rebates and tips

© 2017 Smart Energy Water| SEW Confidential

Phase 1 – Live in Q1 2017: Primary goals• Migrate ~5000 Water Customers over to the new portal/mobile app.• Front-end/mobile apps fully integrated with SAP, and with daily/hourly data for Smart Meters• Single sign in site for Customers, irrespective of whether they use the new or old portal• Providing CSRs the admin tools necessary to communicate with and help customers

PaymentLocations

RequestService

OutageInformation

Customer Usage

IntegratedMessaging

View/Pay BillOnline

WaterConservation Rebates/Tips

Phase 2 – Began Q3 2017: Primary goals• Migrate remaining online customers to the

new portal• Build functionality for the Help 2 Others

program so we can collect donations• Add Credit Card Payment capability• Add Text Messaging Notifications• Enhance Outage Management capability• Enhance Customer Service Rep. Portal

Notification functionality

MyWaterEasy

Questions?

Thank you! You will receive a copy of today’s slides at the email address you used to register.

Carl BesawSenior Project Manager

Southern California

Edison

Sarah MoskowitzOutreach Director

Illinois Citizens Utility

Board

Tarun MalhotraERP Program Manager

City of San Diego

Lance BrownVP, Customer Service

Solutions

Smart Energy Water

2018 Consumer Symposium

Monday, January 22, 2018Co-located with DistribuTECH 2018

San Antonio, Texas

Member rate: $150 (before Nov. 17)

Register at SmartEnergyCC.org or DistribuTECH.com