Smart Grid Consumer Collaborative September 14, 2017 ... · Smart Grid Consumer Collaborative...

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Serving Consumers of the Future TodaySmart Grid Consumer Collaborative

September 14, 2017Debbie Kimberly

SAFELY DELIVER CLEAN, AFFORDABLE, RELIABLE ENERGY & EXCELLENT CUSTOMER SERVICE

Overview

• Our customers and their expectations

• Strategic plan guides us in delivering value

• Engaging our customers in a more personal way

• Continuous improvement is essential

• Q&A

2

Austin Energy’s Customer

• Residential, Commercial, Industrial

– Over 460,000 customers, one million residents

– Significant renter population

• Variety of stakeholder targets

– Renewables, energy efficiency and

storage

– Affordability

– Large industrial vs. small mom & pop

– 500 sq. ft. apartments vs. 6000 sq. ft. homes w/ a pool

• Across 10 city districts, plus consumers outside the city limits

3

Our Vision and Focus

• Vision: Drive customer value in energy services with innovative technology and environmental leadership

• Customer driven, community focused

4

Customer Expectations of a Smart Utility

“Communication during an outage is critical - the power is off, so is my computer. Text is the only way to effectively communicate when there is no power.”

“I really want a lower rate,

but, what choice do I

have?”

“I want to know why the power went off and when I can expect it back on.”

“Why can’t I choose my

own due date?”

“Clarify as soon as possible what

caused the outage and best

estimated time to resolve.”

“Can you put more information on the web portal? I need

to better understand my

company’s costs and provide better

forecasts for our annual budget”

“I’d like to see my daily utilitycosts on a real-time basis. That

way I can change my habits before the monthly bill hits”

“Make it easier to report an outage. Looking for a meter # on the bill in the dark when we no longer have a paper bill. The site should be able to determine the location of the phone and give you a list of suggested addresses to pick from.”

“Why do I have to call the utility; don’t they know when my power is out?”

“Suggestion…we should have the ability to adjust

our payment date”

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Creating Personalized Products & Services

6

53% of consumers don’t believe ANY of their

service providers do this well!

Austin Energy’s Strategic Goals

7

Financial HealthCustomer Collaboration Environment

Grid ModernizationEmployee EngagementBusiness Excellence

Customer Digital Engagement

8

Customer Collaboration

Business Excellence Grid Modernization

360 Customer View

• Customer ≠ bill, meter, account!

• Customer is the entire person/business, dwelling, and relationship to energy and preferences

• Allows staff to understand differences between apartment dweller and homeowner with a pool or small commercial restaurant and office building– How energy is consumed

– How to communicate

– How to affect the customer experience

9

360 Customer View

• Allows for targeted marketing to those similar to current program participants

• Allows for cross-promotion of related programs

• Personalized touchpoints

10

Multifamily Energy Use Map

• Customers can use energy information to make better decisions

• Property managers can compare their property to similar properties

• We can better understand how multifamily properties perform and evolve our programs accordingly

– Serves as a lead for properties that may be good candidates for our rebate programs

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Apartment Comparison

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Current Apartment Comparison

• Time period built

• Complex square footage

• # of buildings

Future Apartment Comparison

• # of bedrooms

• Unit square footage

• Occupant type

Austin Energy Web App

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• Allows customers to:

– Monitor usage

– Set alerts

• kW

• kWh

• Solar production

• Forecast billing

2-Way Outage Communication

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Updated Outage Map

15

Empowering Renewable Energy Choices

16

EnvironmentGrid Modernization

WattPlan Solar Calculator

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• Rooftop solar feasibility tool & calculator

• austinenergy.wattplan.com

Solar Program

• Solar Incentives - 2004– Residential rebates and commercial Performance

Based Incentives – 6,450 participants; 48 MW to date

– Capacity-based incentive ramp-down, online tracker

• Residential Value of Solar (VOS) tariff – 2012

• Community Solar program - 2017– Expands access to solar

– Customers subscribe to off-site community solar systems

– No upfront cost, no long-term commitment, no O&M

18

Solar Program – Coming Soon

• Commercial VOS starting in 2018

• Shared Solar program under development

– Enable cost-effective solar on multi-tenant properties

– Generation from single rooftop solar array credited to multiple tenants in individually-metered units

19

Electric Vehicle Programs

• Charging Infrastructure

• Rebates for Residential and Commercial

• Time-of-Use Pilot

• E-Ride Program

• Plug-In Everywhere

• Electric Drive Showcase

20

EV Cost Calculator

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New Programs and Pilots

22

Customer CollaborationBusiness Excellence

Low Income Multifamily Program

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• Low Income Multifamily (MF) Weatherization Rebate Program accounts for 90% of all MF rebates

• Focused on properties receiving federal, state and local subsidies

• Rebates increased to $950/kW to enhance participation

Energy Efficiency Programs

• Energy Audits & Energy Advisors

• AC tune up added to Low Income Weatherization, Commercial Customers

• Low income loan program for AC units

• Power Partner Thermostat program

– 10 manufacturers with 30 models

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OpenADR and Demand Response

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• HVAC control vendors with OpenADR certification• Rebates with enhanced control features• Combination of manual notification and automated

deployment of OpenADR through Load CO-OP• DR audits and performance reviews • AutoDR signals vendors and technologies

Energy Monitoring Services

• Uses existing

metering

infrastructure

• Low cost/low

latency

• Available on-line

L&G Command Center

AE real time monitoringCustomer Dashboard

Pricing Pilots

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Financial Health

Customer Collaboration

Business Excellence

Time of Use Pilots

• For large customers, demand is more of an issue

• For smaller customers, the ROI must be within the lease period

• For houses of worship (e.g.), weekend rate options are more appealing

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It’s all about giving customers choices!

Pick Your Own Due Date

• First rolled out to CAP

customers

• Next outreach to

over-65 customers

• Assess uptake with

each group and

improve effectiveness

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It’s all about giving customers choices!

Targeted & Multichannel Marketing

30

Customer Collaboration

Employee EngagementBusiness Excellence

Targeted & Multichannel Marketing

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• Digital, direct, social, events, community• Tying together program, usage, Census and Tapestry

data for targeted outreach• More effective messaging and dollars spent

Summary

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Offer choices

Never stop innovating

Speak customers’ languageEngage via preferred channels

Thank

You!

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Debbie KimberlyCustomer Energy Solutions

Debbie.Kimberly@austinenergy.com

512-322-6327