CUSTOMER RESEARSCH COLLABORATIVE

June 27, 2013

Participants in the Collaborative

Please introduce yourself with:

● Name

● Affiliation

● Why you are interested in this research project

Project Goal

Duquesne Light Will:

● Research the actual experiences of low income customers to

determine how such customers may be able to use smart meter

technology

● Incorporate information regarding such customers into the

plan’s metrics

Objectives for This Collaborative

1. Gather input from stakeholders regarding the

research project

2. Establish a review and reporting process

3. Establish a timeline for deliverables

Agenda

1. Discuss the Research Question

2. Discuss Possible Research Methods

3. Specify Process, Deliverables, and Timeline

4. Summarize and Wrap Up Meeting

Discuss the Research Question

Research Question:

● How do low income customers use smart meter technology?

Discussion Topics

● Who are low income customers?

● What smart meter technology will be available to them?

● How will we know low income customers have realized benefits

associated with the smart meter system?

Low Income Customers

Low Income Customers Include:

● DLC customers whose gross income is at or below 150% of the

federal income poverty level.

Who else should we consider for this research?

● Low use (base usage below 500 kWh)?

● Medically needy (customers with Chapter 56 medical

certifications at the time a smart meters is installed)?

Smart Meter Technology

Customer-accessible information services

● Web Dashboard

Smart Meter Usage Data Display

Bill to Date and Projected Bill

● Bill Alerts

Phone, email, and/or text notifications

What else should we consider for this research?

Customer Benefits

• How will we know low income customers have realized benefits

associated with the smart meter system?

What types of benefits should we investigate?

Discuss Possible Research Methods

What do you predict will be the answers to the research question? How do low income customers use smart meter

technology?

What will enable you to trust the answers?

What other studies are you aware of that investigated a similar research question?● What did you like or not like about how those studies were

conducted?

Process, Deliverables, Timeline

Process● Subsequent stakeholder collaboratives to review significant

deliverables Deliverables

● Summary of stakeholder requirements● Research plan (draft and final)

Timeline● July 2013 – Summary of stakeholder requirements● January 2014 – Draft research plan, 2nd Collaborative● April 2014 – Final research plan and schedule, 3rd Collaborative

Summary and Wrap Up

What was one good thing you experienced, learned, or

discovered today?

Who has been assigned action items, what are those

actions, and when are they due?