saveonenergy Bi-Weekly Update

Transcription

1 saveonenergy Bi-Weekly Update Rouselle Gratela Training Specialist Sandra Joy Manager, Marketing and Awareness Ralph Williams Energy Services Supervisor, Hydro One Brampton October 26, 2011

2 Meet the Presenters Rouselle Gratela Training Specialist Sandra Joy Manager, Marketing and Awareness 2

3 Agenda 1. saveonenergy Update Upcoming Webinars Schedule icon Postal Code Update Upcoming PROCESS AND SYSTEMS Training and Networking Event Upcoming Technology Symposium Upcoming CRM Workshops HOME ASSISTANCE Training Update November Sessions 2. Conservation Marketing Update 3. LDC Best Practices Showcase Ralph Williams, Hydro One Brampton 4. Questions 3

4 saveonenergy Webinars Upcoming Webinars Schedule: Date Webinar Topics Duration Time Wed Nov 9 saveonenergy Update o Settlements Update: RETROFIT program and SMALL BUSINESS LIGHTING program FAQs, and Energy Audit settlement procedures 90 mins 10-11:30 Wed Nov 26 saveonenergy Update 90 mins 10-11:30 4

5 icon Postal Code Update An updated Postal Code map linking customers to their LDC's was implemented after hours on October 24 th Most accurate Postal Code map There are approximately 278,000 postal codes in Ontario, which this level of specificity was not previously available Should provide a specific LDC based on the postal code to enhance the customer experience New approach was used which did not require an outage to the saveonenergy website 5

6 PROCESS AND SYSTEMS Training and Networking Event Hold the date! An interactive working session to review program concepts, train LDC staff on program management processes and encourage networking among those working in the Industrial sector Who should attend? OPA-funded KAMs and REMs LDC staff working with large industrial customers To be held on November 23 rd immediately preceding the Technology Symposium at Toronto airport location Itinerary, venue and registration link to be announced shortly 6

7 Upcoming Technology Symposium OPA Energy Management Technology Symposium to be held November 24 at the International Centre, 6900 Airport Road, Mississauga Will include a range of engaging speakers and trade show component with relevant displays Main areas of focus consist of: Importance of effective energy management to customers Sustainable and persistent behaviour change in achieving cost effective energy savings Intentional energy management in commercial and industrial settings to uncover big energy and financial saving opportunities beyond capital retrofits To register: 7

8 Other Training & Support Updates The following materials have been posted and are downloadable on SharePoint (please see Announcements section for links): Residential Demand Response Workshop presentation Residential Demand Response Program Reference Guide for LDCs 8

9 Other Training and Support Items Certified Energy Manager Training (Dec 5-9) Co-presented by OPA and Canadian Institute for Energy Training. Targeting LDC large commercial, and industrial sales staff with strong technical background. Special discounted rate. Go to for info and registration

10 Upcoming CRM Workshops The OPA will implement two CRM workshops for LDCs to build competency on the back end of icon across RETROFIT, PROCESS & SYSTEMS and NEW CONSTRUCTION. Will cover a wide range and varying levels of functions (basic, intermediate, advanced) Currently sourcing locations and venues in the GTA and Eastern Ontario Locations, itineraries and registration links to follow 10

11 HOME ASSISTANCE Training Update The following table outlines the tentative HOME ASSISTANCE training schedule Sessions are subject to amendment/postponement as a result of low registration numbers Advance notice will be provided to registrants with the revised training dates November CSR training Auditor training December CSR training Auditor training November 10 th ; 1:00pm 4:00pm November 22 nd, 23 rd & 24 th December 6 th ; 1:00pm 4:00pm December 12 th, 13 th & 14 th To register, please send an to LDC.Support@powerauthority.on.ca with the following subject line: HOME ASSISTANCE Training: (Training type), (Date), (LDC Name). For example: HOME ASSISTANCE Training: CSR, October 18, XYZ LDC. 11

12 Questions? Don t forget to LDC.Support@powerauthority.on.ca 12

13 Conservation Marketing Update October 26, 2011

14 Home Assistance Program Update Conservation Microsite pages for this program will Become available on Monday, October 31 st Program information will be housed on the OPA province wide site at This section of the saveonenergy.ca site is not accessible from the main site navigation This is to manage the access to program information for those who are eligible and prevent confusion for the general public 14

15 Home Assistance Program Update Microsite Updates The site provides LDCs with the ability to publish a Custom URL and to manage site content to include local information at When you are ready to offer the program locally it is recommended you update the content with your local phone and contact information An LDC Co-branding User Guide for the Home Assistance program site is available on Sharepoint today 15

16 Home Assistance Program Update Call Centre Support The OPA will provide, during the 90-day roll-out period call centre support for potential participants Throughout the roll-out period, as LDCs sign on their implementation partners, the OPA will direct customers to LDCs LDCs are responsible for providing redirect information to the OPA 16

17 Home Assistance LDC Toolkit Overview Item Purpose Language Customizable Brochure Template For Home Owners and Tenants Customizable Brochure Template For Social Housing Providers Home Assistance Program banner and wordmark For LDC use at events, for distribution externally to social service agencies and to potential participants (tenants) and housing providers. For LDC use at events, for distribution externally to social service agencies and to potential participants (housing providers). For LDC use on presentations, web, and other materials as required. English/French English/French English/French PR Toolkit News Release, Quotes for LDC Use, Media Fact Sheet, Media Relations FAQ-QA, For LDC media outreach. English/French Web LDC Marketing Strategy Guide for Home Assistance CSR Presentation Option 1 LDC Logo Option 2 - Home Assistance Microsite LDC Cobranding User Guide Option 3 - Copy for LDC use on corporate websites. For LDC internal use to support local outreach planning. For LDC local training of Call Centre and support staff. 17 English/French English English

18 saveonenergy Conservation Marketing 18

19 Hydro One Brampton: Best Practices with RETROFIT Program Ralph Williams, Energy Services Supervisor

20 Hydro One Brampton Who Are We We have 205 Employees We have 134,962 customers Of which 1,663 are general service >50kW There are 127,049 residential customers The balance of 8,198 are small commercial customers <50 kw

21 Resources Energy Services One Supervisor Two Energy Advisors One Clerical Support

22 Hydro One Brampton Commitment Hydro One Brampton has had an Energy Services Department since 1985 Over the years, the philosophy has always been about customer engagement and providing the customer with sound and impartial energy advice. A sales company knows their large customers intimately and it is Brampton s goal to know each of our larger customers to this same level. Hydro One Brampton has always encouraged wise use of power, so any conservation programs are natural extensions of our core commitment to the customers.

23 Conservation Programs Hydro One Brampton recognize that each program has a specific audience and that some programs may not be beneficial to all customers. The programs are evaluated on the following in order of importance: The programs must be good for the customers The programs must be good for the utility The programs must be good for the province

24 Our Approach to CI& I Customers ERIP and ERII and other Commercial Programs Customer Engagement Site Visit Pre Retrofit Visit Post Retrofit Visit Completion

25 Customer Engagement Hydro One Brampton holds an annual commercial and industrial information breakfast where all new programs are introduced. This annual workshop traditionally has speakers from the IESO, the OPA, industry experts and testimonials. These workshops are attended by approximately 100 of our larger customers.

26 Customer Engagement Hydro One Brampton also hosts a number of topicspecific workshops, lunch and learns, and breakfast sessions. These sessions include topics such as: Energy profiling Power factor improvement Understanding your bill Motors Power quality

27 Customer Engagement Bill stuffers and direct marketing materials are sent to all commercial and industrial customers keeping them informed about all of the programs that are available to them. A customer database is maintained and continuously updated with both project information and changes in contact personnel.

28 Customer Engagement Hydro One Brampton encourages all customers to call us if they are interested in reducing power. If we have a program that will assist them we will advise them about the program. If they have an idea of a way to save electricity we will see what programs are best suited for them. Sometimes they need help qualifying the projects. Hydro One Brampton has taken a proactive approach and are willing to visit the customer at their premise. We have been very active in this role since 2006 and the projects are continuing to roll in.

29 Initial Site Visit Every project receives a site visit. With the application process it is essential that it gets entered correctly. Brampton has always been willing to assist in the completion of the application forms and what better way to forge the customer relationship than to go onsite and assist the customer in completing the forms.

30 Initial Site Visit Being onsite not only cultivate s the relationship, it also enables the energy advisor the opportunity of identifying other project opportunities, or to answer other customer questions. The advisors are equipped with laptops with cell communications so that they can get all of the historical billing information required, allowing them to accurately complete the application onsite with the customer.

31 Initial Site Visit Completing the application online with the customer may seem to take a lot of time and effort but history has demonstrated that it actually takes less time, as we do not have to follow up multiple times. This will ensure that the application is correct and the approval process will be quick. It also avoids the number of projects that don t proceed because the customer has given up on the application process.

32 Pre Retrofit Visit Customers are notified via letter of acceptance of approval and are informed that a pre-project site visit is required. This visit is not about finding problems as opposed to preventing potential problems in the future. We want to ensure that the customer is going to be happy with the project and that they save what they are expecting to save. If they do not get the savings, we know that they will call the utility first. For prescriptive projects this is a very quick process as we just want to ensure the pre-conditions. It has also been very useful as we have found in some cases the preconditions are not the same as on the application.

33 Pre Retrofit Visit An example, was a warehouse customer with 300 fixtures who were going to do a one for one replacement. The as-found condition was that over 100 fixtures were not connected or had lamps. If the customer had proceeded they would have not realized the full savings that they expected. This resulted in a redesign of the entire project.

34 Pre Retrofit Visit For all non-prescriptive projects Hydro One Brampton requires pre-metering to be performed. This may appear to be overkill but for the time involved it provides and excellent base condition and the customer knows the savings will be validated. This involves the customer having a qualified electrician be available to make connections for Brampton.

35 Pre Retrofit Visit Brampton staff brings the equipment and sets it up but the customer removes panels and makes the connections. For lighting, only a representative sample of the lighting is measured to provide a base line. A Dranetz power analyzer is used and it provides watts and volt amp values For equipment and process changes metering is installed for 1 week or longer to provide a good base condition. This has been very beneficial in validating some supplier claims where the savings projected are higher than the actual base conditions as has been found with a couple of compressor projects

36 Pre Retrofit Visit Once the pre-visit has been completed, the customer has another level of comfort for the project. The utility knows the base conditions and that the recommended solution will provide the savings promised.

37 Post Retrofit Visit For prescriptive projects, an energy advisor will visit the site and do a very quick check including a quick fixture count, and take pictures of the project which are then kept in the project file. This ensures that no significant changes to the original plan occurred. For all other projects the same metering that was performed for the pre-check is done again to verify the savings. This lets the customers know immediately if they are going to realize the savings. It should be noted that for various non-lighting projects the savings could be both higher or lower than originally applied for. The incentives are then adjusted accordingly.

38 Post Retrofit Visit The metering, when it was first proposed, raised some concerns both at the utility and with some contractors, it was never a concern from the customer when they realized it was for their benefit. For the utility the liability was a concern. The advisors were trained to use the equipment and were provided with the proper safety equipment. The direction is that the customer or contractor provides a qualified electrician to make the connections.

39 Post Retrofit Visit The contractors concern was that it was going to cost them both time and money. When it was explained that this will eliminate the questions by the customer about savings, the majority thought it was a good idea. The ones who had a concern about time realized after one session it did not take them much time and that for many of the contractors they are using it as a sales tool demonstrating the savings providing additional credibility.

40 Completion With the pre and post visits completed the next step is the awarding of the incentives. We have never received a call from a customer inquiring about the savings! At this point we have had a minimum of 3 customer interactions where we have had the opportunity to up sell the programs and encourage them to continue in their energy conservation initiatives.

41 Other Programs Other Programs Hydro One Brampton believes in customer engagement for all customer groups. Traditionally Hydro One Brampton attends 14 to 22 civic events to promote all of the residential programs. At these events we are always prepared to talk about all programs as you never know where the leads may come from.

42 Conclusion Hydro One Brampton believes that we need to maintain the relationship with the customer. Having a healthy relationship will ensure that our customers will call for advice and when they have questions. We often leave customers with the following concept which is if you have any ideas that will reduce energy usage give us a call, there may be a program that will help them.