Oklahoma Gas & Electric s Home Energy Efficiency Program (HEEP)

Transcription

1 Audits to Action Lessons Learned from OG&E Oklahoma Gas & Electric s Home Energy Efficiency Program (HEEP) Rocky Mountain Utility Exchange October 11, 2012 Eric Stern, CLEAResult

2 Our Agenda OG&E s Home EE Program (HEEP) Program Objectives/Goals Program Implementation Program Results Ideas to Share What Worked/What Didn t Open Discussion/Q&A This Is What We re After Today!

3 Program Objective (High Level) Deliver A Bundled Energy Efficiency Experience To OG&E Residential Customers Through A Low Cost Energy Audit As A Required Entry Point with Post-Audit HVAC Improvement Services. Sounds Straightforward Enough On The Surface

4 Program Objective (Detailed) The OCC Would Also Like The Following: 30,000 Customer Audits in 28 Months Deliver 20,000 A/C Tune-Ups & Duct Repairs Be Cost-Effective Achieve 10 MW of Demand Savings Go Statewide Engage The Local OK HVAC Industry Maximize & Measure The Customer s Experience No Wait Times, No Problems, No Service Issues Might As Well Make It Paperless While We re At It

5 Program Objective (Priorities) Which Objective Is Most Important? Program Participation Goals? Program Savings & Cost Effectiveness? Customer & HVAC Industry Satisfaction? Answer = YES

6 Avoiding Program Stumbles Given Fixed Program Requirements & Goals Identify Where MAJOR Stumbles May Occur & Implement Program To Avoid Audit Scheduling (Optimizing) Optimizing Audit Delivery (Logistics) Optimizing Audit Value To Customer (Cust. Exp.) Converting Audits to Tunes/Duct Work (kw/kwh) Engage The HVAC Industry (Value Proposition) Staying On Point Tracking Data & Budgets

7 Program Implementation (Macro) 7

8 Easy Audit Scheduling 8 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 30 Seconds Support All Outbound Calls Return Business Response Cards 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

9 Optimizing Audit Delivery Program To Perform Audits/Week (30 to 75 per Day) to Be Cost Effective Minimizing Auditor Drive Times Between Appointments Is Key Customer Call Volume Up to 1,000/Day Need FAST & Automated SMART Scheduling Tool Zip Code Sheets or Hunting Through An Outlook Calendar For Call Center Agents = NOT GOOD.

10 Smart Regions

11 Audit Delivery w/ 14 Auditors 11

12 Go Paperless 12

13 Maximize the Cust. Exp. 13 Conducted by Home Energy Specialist Uniform, Badge, Booties Reminder Call Day Before Arrive 5 Minutes Early Day Of Paperless Use Tablet Computers 45 Minute Visual 45 Minute Customer Debrief Exceptional Customer Service Goal Pre-Interview is Vital Answer ALL Customer Questions Stay Focused Remember Why We Are Here

14 Reports & Next Steps (Focus) 14 ed 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 Assign HVAC Contractor! OG&E HEEP DIY Kits

15 Moving To Action 15 HVAC Contractor Assigned Once Audit Completed Round Robin Format, (Based on Zips/Crews) Leverages Existing Relationships When Possible HVAC Contractor Notified By Must Contact Customer Within 3-Days or Re-Assigned May Schedule/Reschedule As Desired HVAC Contractor Enters Appointment In System OG&E Monitors Contractor Participation Work Only with Engaged Partners

16 In Home Contractor Assignment 16 Zip Code Search Tool Used While In Home Determines Best Contractor Available in the Customer s Location Maintains Integrity of Program Assists w/ Recruitment of New Contractors

17 Contractor Appointments 17

18 Keeping HVAC Scope Tight! 18 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

19 Measure Installation 19 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

20 Taking Care of Contractors 20 Contractor Payment for Work Contractors Paid Every Friday (Check). All Works Goes Through Data QA Contractors Contacted If Missing Information Data Logged into System Customer Service/Experience Measured Good Contractors Receive More Work; Poor Contractors Are Removed

21 HVAC Partnerships 21 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 100+ Local Companies

22 HVAC Partnerships 22 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

23 Program Tracking 23 Access to Real Time Data Is Imperative! All Program Data Transferred Nightly to OG&E Central Database OG&E Measures Daily Marketing Campaign Effectiveness Assess Auditor Performance Track AC Tune-Up and Duct Repair Close Rates Data Integrity QA Efforts Real-time kw/kwh Savings

24 Real Time Data & Reports 24

25 2011 Results - Summary 25

26 2011 Results Call Center Outbound Calls

27 2011 Results Audits Home Energy Audits Completed By Month

28 Results Measure Installations

29 What Worked/What Did Not 29 What Didn t Uneven Marketing Blasts Present Challenges Allowing the Audit to Become the Focus of the Program Forgetting to Set Expectations w/ Customers Up Front Waiving The Program Fee for Customers Trying to Be All Things to All Contractors What Did Work Train the Audit Team on Customer Service; Then Hire For & Measure It Using Technology To Optimize Delivery Not To Takeover Implementation Closing All Potential Customer Drop Points Holding Contractors Accountable & Then Taking Exceptional Care Of Them

30 Other Ideas To Share/Discuss 30 Audit Programs Can Be Cost-Effective Keep Audit Scope/Costs Low Technology & Logistics Are Keys to Make It Work Bundle w/ Cost-Effective Measures Push For Volume Streamline Everything for Customers Payment, Scheduling, Audit Process, Installations Make Business Pitch to Contractors Get Over The Hourly; Think Bigger Customer Satisfaction is a TOP Objective Set Quantified Targets and Measure Throughout

31 Expanding Beyond Efficiency 31 In 2012, OG&E expanded audit program include in-home customer education for TOU & VPP rate plans!

32 Discussion/Questions If You Need More Information! Eric Stern