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Find Us On:. Solutions With Integrity. www.phronesisstrategies.ca. BC Hydro’s Smart Meters. Overview. BC Hydro’s Motivation Model Environmental/Health Concerns Privacy Concerns BC Hydro’s Public Image Our Implementation Strategy. Commitment to the Environment. Motivation Model.
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Find Us On: Solutions With Integrity www.phronesisstrategies.ca
Overview • BC Hydro’s Motivation Model • Environmental/Health Concerns • Privacy Concerns • BC Hydro’s Public Image • Our Implementation Strategy
Motivation Model BC Hydro 1989 Power Smart Program BC Hydro 2010 Smart Meter Program
Recommendations • New Communication Strategy • Openly Share BC Hydro’s Long Term Vision for BC • Emphasize Provincial Energy Objectives Outlined in Bill17 With the Public
Positive Impact on the Environment • Perception influences • Resistance to change
Resistance to Change • Individual resistance • Feelings of mistrust • Low tolerance for change • Maintain confidence
Privacy • Intrusion on Moral Principles • Addressing Data Hacking Concerns/Intrusion on Personal Lives
Intrusion on Moral Principles When considering management consultant Kent Hodgson’s Magnificent Seven Principles individuals should follow when making behavioral decisions, BC Hydro has transgressed the following: • Dignity of human life • Autonomy/Fairness • Honesty
FIGURE 1-DEMAND DATA FOR A SINGLE DWELLING OVER HALF HOUR AND MINUTE INTERVALS
FIGURE 2- INFORMATION INFERRED PER TIME INTERVAL Conclusion: Data inferring concerns should be rationalized accordingly
Compliance with OIPC • The OIPC cites BC Hydro as failing to comply with the FIPPA requirements to: • notify customers of the legally authoritative purposes for collecting their personal information • provide contact information for an agent within BC Hydro available to answer questions, regarding the information collection
Recommendations • Compliance with OIPC • Selecting the Appropriate Target • Internal Control Systems
“The world as it is perceived is the world that is behaviourally important.”
Current Situation • Corporate Scandal • Unpopular Approach with Meter Installation • Negative Public View of BC Hydro; Selective Perception & Horn Effect means that BC Hydro’s positive qualities are overlooked
Clarifications • Increase marketing budget • Significant emphasis should be placed on BC Hydro’s ease of accessibility • Complaints/concerns are welcome
Smart Meter Pamphlet • Pamphlet contained conflicting/wrong information • BC Hydro staff were unable to answer follow up questions • Pamphlet needs to be redesigned and staff need to be better trained to answer all questions regarding the program
Customer Interactions • Complaints of rude staff • Lack of awareness of installation staff being on people’s property • Staff should be trained to be polite, patient and friendly
Recommendations • Emphasizing Accessibility • Communication • Customer Service
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