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SDG&E Smart Meter Customer Experience

SDG&E Smart Meter Customer Experience. Ted Reguly, Director SDG&E Smart Meter Program. Utility Value. Capital and O&M operational benefits Provides distribution operations visibility to meter level Better theft detection and meter calibration

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SDG&E Smart Meter Customer Experience

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  1. SDG&E Smart Meter Customer Experience Ted Reguly, Director SDG&E Smart Meter Program

  2. Utility Value • Capital and O&M operational benefits • Provides distribution operations visibility to meter level • Better theft detection and meter calibration • Reduces costs: avoided capacity, meter reading, CSF, etc. • BUT…..

  3. What about the customer?

  4. It’s more than replacing a meter…it’s re-creating a relationship • All 1.3 million SDG&E customers will be touched by the Smart Meter project • Opportunity to redefine our relationship with customers • Enhance services • Improve company reputation • Achieve demand response benefits • Customers will deliver demand response benefits

  5. How are we going to do this? • Strategically & Proactively • Gain customer acceptance of smart meters • Educate customers about the benefits and value of smart meters • Ensure the Smart Meter installation is a positive customer experience • Strategy Foundations • Social Change • Co-creation of value

  6. Social Change • Relies on modification of customer behavior • May require regulatory or social pressure • Requires diverse voices

  7. Co-Creation of Value • Consistently communicate to customers their role • Involve customers in defining requirements for the customer experience • Tie performance to results • Engage employees

  8. Creative Translations of the Strategy

  9. Desired Outcomes • Customers understand the Smart Meter project • Customers see the benefits of Smart Meters • Few complaints about the installation • Customers perform on critical peak days (deliver demand response) • Customers will want to use their Smart Meter to enable other types of savings (development of a Smart Home)

  10. Contact Information To learn more visit our Internet site:www.sdge.com/smartmeter e-mail us at: smartmeter@semprautilities.com Thank You

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