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Eric Stern, CLEAResult Consulting

Bundling Audits and Efficiency : A Presentation of Oklahoma Gas & Electric’s New Home Energy Efficiency Program The 2010 Colorado Utility Exchange Aspen, Colorado. Eric Stern, CLEAResult Consulting. Oct. 14, 2010. Today’s Focus. Bundle Audits with Efficiency Measure Installations

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Eric Stern, CLEAResult Consulting

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  1. Bundling Audits and Efficiency: A Presentation of Oklahoma Gas & Electric’s New Home Energy Efficiency Program The 2010 Colorado Utility Exchange Aspen, Colorado Eric Stern, CLEAResult Consulting Oct. 14, 2010

  2. Today’s Focus • Bundle Audits with Efficiency Measure Installations • Use Technology to Tighten Program Processes • Make Business-Value Propositions to Trade Partners • Focus Entirely on Customer Service During the Audit • Know Your Customers • Simple Has A Role • Streamline Program At Every Turn to Get to Installations • Eliminate All Extra Customer Steps & Potential to Drop Off • Think Big (Volume), When Planning Residential Efforts

  3. Our Agenda The Home Energy Efficiency Program (HEEP) • Program Objectives/Goals • Program Strategy • Program Implementation Details • Program Results • Program Ideas to Share • Open Discussion/Q&A

  4. Program Objectives Ambitious 3-Year Participation Program Goals (2010-2012) • 30,000 Low Cost Customer Education/Clip-board Audits • Homes Must Be Built Pre-2000 • Customer Out-Of Pocket Max is $50 • 20,100 A/C Tune-Ups • Completed by Local HVAC Contractors • FREE For Customers • 20,100 Duct Repairs • Completed by Local HVAC Contractors • FREE For Customers • 4,500 Appliance Rebates • For Customers with No Central A/C • $50 Rebate For Customers Purchasing From Local Retailers

  5. Program Objectives II • Program Must to Deliver 3 Year Energy Savings: • Roughly 0.16 kW/home = (9,850 kW/61,425 participants) • OCC Deemed Savings Varies Widely By Climate Zone, Measure, etc • AC Tune = ~0.2 to 0.4 kW • Duct Repair = ~0.4 to 0.8 kW • Appliances (Window AC, Refrig, Freezer) = Minimal

  6. The Approach • Bundle All Measures Into Single Offering for $50 • Convert 67% of Audits to A/C Tune-Up Installs • Focus on Providing Exceptional Customer Service/Education • Listen to Customers, Provide Simple & Focused Next Steps To Drive Desired Action • Streamline All Points of Contact, Reduce Hassles • Utilize Technology At Every Opportunity • Ramp Up Program Quickly • Energy Audits • Pilot Month = 200 • Month 1 = 400 • Monthly Throughout = 1200 – 1400/month • A/C Tunes & Duct Repairs (Done Together Now) • Month 1 = 250 • May to October = ~2,000/Month • Engage Local HVAC With Volume Proposition

  7. Putting Ideas into Action • June & July 2010 • Approval to Establish Program • Develop Audit and Report • Finalize All Program Processes, Technology, Forms, etc. • Establish Call Center Team • Recruit/Train HVAC Contractors • August 2010 • Launch and Implement Pilot for OG&E Employees • Identify Opportunities to Streamline • September 2010 • Full Program Launch to OG&E Customers

  8. Introducing the “HEEP”

  9. Call Center • Fully Staffed/Trained HEEP Call Center • Support All Inbound Calls • Toll FREE Number • Open 5 Days Week From 7 AM to 7 PM • Answer All Calls in 45 Seconds • Support All Outbound Calls • Return Business Response Cards • Email Inquires From OG&E Website • Explain “Bundled” Audit/AC Tune/Duct Repair Process Up Front • Set Customer Expectations NOW • Provide All HEEP Program Information • Conduct Customer Eligibility • Conduct Customer Validation • Accept Customer Payment • Complete Customer/Auditor Scheduling

  10. Call Center Real Time View

  11. Call Center Trained Reps

  12. Call Center Validation

  13. Call Center Eligibility

  14. Call Center Scheduling

  15. Tablet Audits • Conducted by Home Energy Specialist (HES) • Uniform, Badge, Booties, Arrive 5 Minutes Early • Paperless – Use Tablet Computers • 60 Minute Visual, 30 Minute Customer Debrief • Exceptional Customer Service Is The Focus • Pre-Interview is Vital • Answer ALL Customer Questions • Use Caution to Not Overwhelm Customer • If Requested Get Into Details

  16. Paperless Audit Process

  17. Customer Reports • Printed While in Home • SIMPLE – 5 Pages • Benchmark Energy Use • Reviewed w/ Customer • Top 5 Opportunities • DIY Kits for Customers • Discuss Next Steps • AC Tune/Duct Repair • Appliance Program OG&E HEEP DIY Kits

  18. Simple Customer Report

  19. Simple Customer Report

  20. Simple Customer Report

  21. Simple Customer Report

  22. Scheduling Contractors • HVAC Contractor Assigned Once Audit Completed • Round Robin Format, (Based on Zips/Crews) • Leverages Existing Relationships When Possible • HVAC Contractor Notified By Email • Must Contact Customer Within 3-Days or Is Re-Assigned • May Schedule/Reschedule As Desired • HVAC Contractor Enters Appointment Time In System • Program Monitors Contractor Participation • Focus on Working with Engaged Partners

  23. Scheduling Contractors

  24. Scheduling Contractors

  25. Scheduling Contractors

  26. Scheduling Contractors

  27. A/C Tunes & Duct Repairs • Very Structured Protocol Required • Customer Service • Safety Service • Operational Service • Efficiency Services • Documentation Services • Itemized/Fixed Pricing for Specific Services • $75 – A/C Tune Up • $125 – Evap. Coil & Blower Cleaning • $125 – Plenum & Return Sealing • $25 – Duct Repair

  28. A/C Tunes & Duct Repairs • Combustion Safety Required • Prior to Duct Repair Work/After Completing Repairs • CST is Provided to All Contractors by Program • Contractor Encouraged to Sell Repair Services • Contractor Encouraged to Sell Replacement Services • Contractor Submits Paperwork for Payment • Once All Work Is Completed • Detailed List of Data Points Required • Good HVAC Contractor Crew Could Do 3 Jobs/Day

  29. Rebates & Coupons • Customer Appliance Rebates • Processed Weekly by CLEAResult • Data Logged into System • Customer Rebate Form Scanned in As Attachment • Contractor Coupons • Contractors Paid Every Friday (Check) by CLEAResult • Forms Are Double-Checks for Errors • Contractors Contacted If Missing Information • Data Logged into System

  30. HVAC Partnerships • Contractor Participation Agreement Required • Follow Scheduling Rules • Attend Required Training • Schedule Rules Are Key • Enroll In QA/QC Program • Soft-Sell • Work With Those That Want to Work With You • Engage 30+ Local Companies

  31. HVAC Partnerships • The Value Proposition! • Puts Company In Front of 1,000’s of Customers • Should Be Able to Sell Significant Number of Replacement Jobs Over Time • Focus on the LONG TERM Relationship with Customers • Aligns Your Services With Both: • OG&E Program Messaging • Energy Auditor Findings

  32. Program Tracking • Access to Real Time Data Is Imperative! • OG&E Managers and CLEAResult Program Team • Run Reports To: • Determine Marketing Campaign Effectiveness • Assess Auditor Performance • Track AC Tune-Up and Duct Repair Close Rates • Ensure Data Integrity • Implement QA Effort • Measure Real-time kW/kWh Savings

  33. Real Time Data & Reports

  34. Real Time Data & Reports

  35. Real Time Data & Reports

  36. Early Results • Up and Running Quickly • 6 Full Time Home Energy Specialists Doing Audits • 5 HVAC Partners Providing A/C Tunes & Duct Repairs • First 30 Days • Call Center Handling ~200 Calls + 100 Emails per Week • 510 Audits Completed/Scheduled • 222 A/C Tune & Duct Repairs Completed/Scheduled • Next 60 Days • Add 10 HES For Audits • Add 25 HVAC Partners • Ramp Up to Full Program Volume

  37. In Summary • There May Be Applications For a Checklist Audit • Streamline Everything for Customers • Payment, Scheduling, Audit Process, Installations, etc. • Make Business Pitch to Contractors • High Volume, Low Cost Can Indeed Be Desirable • Align Locally at Every Turn • Local Government Programs, etc. • Support, Support & More On-the-Ground Support! • Every Partner Needs Daily, Weekly, Monthly Touches

  38. Discussion Eric Stern Director, Mountain Programs CLEAResult Consulting estern@CLEAResult.com (303) 929-0743

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