2 TABLE OF CONTENTS Table of Contents... 1 Introduction... 2 Enhance Customer Experience... 3 Deliver Program Excellence... 3 Improve Tools and Information Systems... 3 Enhance Outreach and Engagement Activities... 3 Maintain Performance Excellence... 4 Strengthen Delivery Efficiency... 4 Continuous Innovation and Improvement... 4 Support Organizational Development... 4 Build for Future Success... 5 Build Industry Capacity... 5 Contribute to Industry Best Practice... 5 Share Nova Scotia s Expertise and Experience... 5 EfficiencyOne 2016 Budget... 6 Organizational Scorecard
3 INTRODUCTION This is EfficiencyOne s first business plan under the organization s new Strategic Plan. The new Strategic Plan was built collaboratively with a broad range of stakeholders, whose direction was resoundingly clear: build upon and expand Nova Scotia s leadership in efficiency to the benefit of Nova Scotians. The 2016 Business Plan provides an overview of what EfficiencyOne will accomplish in 2016, and how the organization will contribute to a better Nova Scotia, and a better world, by unleashing the power of efficiency. EfficiencyOne s employees were actively involved in building this Plan and, along with its partners; they are dedicated to delivering on it. EfficiencyOne is fully committed to achieving its approved energy and demand savings targets in A significantly reduced operating budget will challenge EfficiencyOne to meet these targets more than in any previous year and the actions set out in this Business Plan are designed to ensure the organization meets this challenge. The Business Plan is organized under three themes: 1. Enhance Customer Experience 2. Maintain Performance Excellence 3. Build for Future Success These themes reflect the organization s key priorities in 2016, and closely align with the priorities outlined in EfficiencyOne s Strategic Plan. The Business Plan highlights key initiatives in 2016 under each theme. 2
4 ENHANCE CUSTOMER EXPERIENCE EfficiencyOne will build new relationships and strengthen existing ones in 2016, with a focus on maintaining high levels of customer satisfaction and continuing to improve customer processes across all programs and services. Deliver Program Excellence Continue to deliver excellence in programs by working with staff, partners, and customers to implement a number of innovations and improvements identified through one-on-one meetings, group discussions, and consultations that will improve the customer experience across all programs. Work with key stakeholders to develop an accepted methodology to track lifetime energy savings by program over the course of This work will provide the organization with more accurate information in order to maximize program benefits to customers and to Nova Scotia s electricity system. Improve Tools and Information Systems Launch a new website for Efficiency Nova Scotia in 2016, with information, tools and other resources to better engage customers and increase awareness of Efficiency Nova Scotia programs and services. Traffic to the new website will be driven by continued social media best practice, electronic newsletters, and advertising activities. Introduce a new, integrated tracking system in 2016 using Dynamic Demand Side Management (DSM) software. The system will better serve customers, partners, and staff by automating processes, reducing time spent on information gathering and reporting, and providing self-serve access to data, tools and other materials, among other benefits. Enhance Outreach and Engagement Activities Continue to educate teachers and students about energy efficiency while building energy efficiency into the P-12 and post-secondary curricula through highly successful programs like Green Schools Nova Scotia, supporting courses at Dalhousie University and Saint Mary s University, and participating in Take Our Kids To Work Day. Continue to inform and engage stakeholders and customers in a wide variety of ways, including attending and participating in community events, hosting weatherization workshops and other information sessions, continuing the Bright Business Conference and Awards, and other innovative outreach initiatives. 3
5 MAINTAIN PERFORMANCE EXCELLENCE EfficiencyOne will continue its record of outstanding performance in 2016, striving to achieve the maximum benefit to Nova Scotians with each dollar invested, while maintaining high quality standards in the execution of energy efficiency services. Strengthen Delivery Efficiency EfficiencyOne will examine its incentive structure and other potential cost efficiencies, and continue to expertly manage delivery of its services in order to achieve performance targets within approved investment amounts. Identify high opportunity business accounts in designated verticals and develop strategic account plans to maximize energy savings, while also providing inside sales support to continue to drive savings in less energy-intensive accounts. Continuous Innovation and Improvement EfficiencyOne will continue to improve its external and internal processes in 2016, including developing a systematic approach to process improvement to achieve more efficient results, implementing a new financial system to ease budgeting and forecasting, and improve reporting, and implementing a new process for delivering operational reports and key performance metrics to reduce effort and improve quality and consistency. EfficiencyOne will explore the development of geo-targeted DSM in collaboration with Nova Scotia Power (NSP) in This work involves identifying geographic areas where electricity system load is near or at capacity, then augmenting or targeting efficiency programs in these areas in order to limit future transmission and distribution investments. Support Organizational Development Ensure EfficiencyOne s people have the skills and abilities they need to support the organization s continued success. EfficiencyOne will continue to engage and develop employees, with a focus on developing future leaders, and improving performance management processes to promote clarity and alignment between organizational, team, and individual performance goals. Using the High Performance Organization Framework, develop and implement an action plan to continuously refine key management approaches to achieve better overall organizational performance. 4
6 BUILD FOR FUTURE SUCCESS EfficiencyOne will undertake a number of key initiatives to support and develop Nova Scotia s energy efficiency industry, and to bring Nova Scotia s expertise and experience to more people and places in Build Industry Capacity Develop a plan to expand Efficiency Nova Scotia s existing On-site Energy Management service to new participants, and to consolidate key organizational technical expertise into one team to provide more efficient support to all programs across the organization to meet current and future business needs. Strengthen the Efficiency Partner Network and build capacity in Nova Scotia s energy efficiency industry by enhancing training for partners and contractors, providing marketing support, and developing a systematic approach to managing performance. Contribute to Industry Best Practice Utilize EfficiencyOne s experience, the experience of its partners and other key stakeholders, and best practice research to ensure that programs, technologies and incentives provide maximum value to Nova Scotians and help get more saved energy and data from each transaction. Research in 2016 will also begin to examine the economic impact of energy efficiency in Nova Scotia. EfficiencyOne will continue to shape and influence national energy efficiency codes and standards as a member of the Canadian Standards Association (CSA) Steering Committee on Performance, Energy Efficiency, and Renewables, and its associated Strategic Resource Task Force. Share Nova Scotia s Expertise and Experience Implement processes and controls, including an Inter-Affiliate Code of Conduct, in 2016 in order to pursue appropriate, transparent growth in areas of the business outside of Efficiency Nova Scotia franchise activities. Continue to implement the growth strategy in 2016, with a focus on pursuing opportunities that increase the impact of EfficiencyOne s work: facilitate the creation of quality jobs and growth opportunities for the Nova Scotia resource efficiency industry; provide development opportunities for employees; help mitigate risk by diversifying revenue sources; and provide opportunities to identify and transfer best practices for the benefit of Nova Scotia taxpayers and electricity ratepayers. 5
7 EFFICIENCYONE 2016 BUDGET EFFICIENCYONE STATEMENT OF OPERATIONS - CONSOLIDATED 2016 BUDGET Demand Side Management Province of Nova Scotia 2016 Budget Capital EfficiencyOne Services EfficiencyOne Consolidated Revenue Fee for service - NS Power $ 24,692,000 $ - $ - $ 24,692,000 Fee for service - Province of Nova Scotia - 12,770,000-12,770,000 Recognition/(deferral) of revenue 8,460,000 1,117,000 9,577,000 Interest income 110,000 23, ,000 Other income ,075,000 2,075,000 33,262,000 13,910,000-2,075,000 49,247,000 Direct Costs Incentives 22,011,000 10,205, ,216,000 Evaluation & verification 1,306, , ,523,000 Program support 899,000 32, ,000 Cost of Services Sold 1,394,000 1,394,000 24,216,000 10,454,000-1,394,000 36,064,000 Other Program & Administrative Costs Amortization ,000 64,000 Bad debts Bank charges & interest Professional fees & consulting 284,000 76,000-10, ,000 Information technology 1,030, ,000-30,000 1,491,000 Marketing, outreach & education 1,803, ,000-10,000 2,561,000 Meetings & travel 190,000 87,000-50, ,000 Office & insurance 185,000 75,000-1, ,000 Rent 511, , ,000 Salaries & benefits 5,065,000 1,873,000-6,938,000 Training & development 204,000 85, ,000 Affiliate Recovery (290,000) (107,000) 397,000-8,982,000 3,456,000 64, ,000 13,000,000 Total Costs 33,198,000 13,910,000 64,000 1,892,000 49,064,000 Net Surplus (Deficit) $ 64,000 $ - $ (64,000) $ 183,000 $ 183,000 Fund balance - beginning of the year $ (80,000) $ - $ 80,000 $ - Net surplus (deficit) 64,000 - (64,000) 183, ,000 EfficiencyOne Services Income Tax (26,000) (26,000) Fund balance - end of period $ (16,000) $ - $ 16,000 $ 157,000 $ 157,000 6
8 ORGANIZATIONAL SCORECARD Measures 2016 Target Customer Satisfaction (CSat)* 88% or > Employee Engagement Key Process Cycle Time DSM - Lifetime Energy Savings DSM - First Year Energy Savings 90% or > 80% or > TBD 120 to 133 GWh PNS - First Year Energy Savings 64,855 GJ or > DSM -Annual Demand Savings (MW) 18.5 to 20.5 MW DSM - First Year Unit Cost ($kwh) 0.25 to 0.28 $/kwh PNS - First Year Unit Cost ($GJ) $187.65/GJ or < Economic Impact of Efficiency on Nova Scotia Economy TBD GHG Emission Reductions (kilotonnes) to kt Non-ENS Business as a % of Total Revenue 4.40% * weighted average across various satisfaction categories 7
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