EfficiencyOne 2017 Business Plan

EfficiencyOne 2017 Business Plan

TABLE OF CONTENTS Table of Contents... 1 Introduction... 2 DELIVER EXCELLENT CUSTOMER EXPERIENCE... 3 ACHIEVE COST EFFECTIVE ENERGY SAVINGS... 4 CONTINUALLY IMPROVE, INNOVATE AND GROW... 5 Organizational Scorecard... 7 EfficiencyOne 2017 Budget... 8 1

INTRODUCTION The 2017 Business Plan provides an overview of what EfficiencyOne will accomplish in 2017, and how the organization will contribute to a better Nova Scotia, and a better world, by unleashing the power of efficiency. EfficiencyOne s leadership and employees were actively involved in building this Plan and, along with its partners, they are dedicated to delivering on it. EfficiencyOne is committed to achieving its approved energy and demand savings targets in 2017 within its approved budget. The themes and initiatives described in the 2017 Business Plan will position EfficiencyOne to achieve these challenging targets, and all of the targets outlined in its Organizational Scorecard, while delivering long-lasting savings of most benefit to Nova Scotians and to the province overall. The Business Plan is organized under three themes that reflect the target areas in EfficiencyOne s Scorecard: 1. Deliver Excellent Customer Experience 2. Achieve Cost Effective Energy Savings 3. Continually Improve, Innovate and Grow These themes reflect the organization s key priorities in 2017, and closely align with the priorities outlined in EfficiencyOne s Strategic Plan. The Business Plan highlights key initiatives in 2017 under each theme. It does not represent all of the organization s initiatives or day-to-day activities in 2017. 2

DELIVER EXCELLENT CUSTOMER EXPERIENCE EfficiencyOne will continue to achieve high levels of customer satisfaction in 2017, with a focus on continually improving our service to customers and partners. EfficiencyOne will enhance its overall customer experience in 2017 by implementing technology and process improvements, and by continuing to engage with customers and partners as part of its stakeholder outreach and engagement efforts. Key initiatives in this area include: EfficiencyOne will continue to implement the next phase of development of the Efficiency Nova Scotia website in 2017. This work will include updated tools, calculators and information to make it even easier to connect customers to relevant services and solutions, with a focus on increasing program participation. Using the organization s LEAN continuous improvement guidelines, EfficiencyOne will identify and implement process improvements in Efficiency Nova Scotia s Business Energy Rebates and Custom services to improve the overall customer experience. Complete the Dynamic Demand Side Management (DDSM) enterprise resource system to improve customer and partner experience by offering user-friendly, self-serve options to input information, review project history and sign up for services. The new system will also improve organizational efficiency in information management and reporting, provide a central, standardized source for insights, and reduce manual effort through automation of tasks. Full implementation of the DDSM system will make it possible for customers to fill out and submit Efficiency Nova Scotia service applications and forms online, making it faster and easier for customers to access incentives and support, and improving administrative accuracy and efficiency for EfficiencyOne. EfficiencyOne will integrate the DDSM system and its financial software to improve the accuracy and timeliness of rebate payments and partner invoices, while also improving the organization s administrative efficiency. EfficiencyOne s new financial software, adopted in late 2016, will enable the organization to consolidate financial tracking and reporting in 2017, thus further reducing administrative effort. Finally, the DDSM system will enable EfficiencyOne to use additional customer and market data to guide more informed and meaningful interactions with customers. EfficiencyOne will continue to share information and engage with customers, partners, and other stakeholders through newsletters, media releases, social media activity and its Annual Report, through programs like Green Schools Nova Scotia, and by participating in various home shows, trade shows, workshops, and other community events. 3

ACHIEVE COST EFFECTIVE ENERGY SAVINGS EfficiencyOne will continue its record of outstanding performance in 2017, and will meet or exceed the target savings by focusing on helping each program participant maximize savings from their efficiency project. Increasing the average energy savings each participant achieves, sometimes referred to as achieving deeper savings, will help EfficiencyOne continue to drive industry best practice and position Nova Scotia for long-term success. Key initiatives in this area will help EfficiencyOne maximize the benefits energy efficiency delivers to customers and to Nova Scotia s electricity system overall, with each dollar invested. Key initiatives in this area include: EfficiencyOne will achieve the ambitious energy savings targets approved by the Nova Scotia Utility and Review Board and defined in its contract with the Province of Nova Scotia in 2017, while staying on budget. EfficiencyOne will focus on increasing participation across all Efficiency Nova Scotia programs, with a particular focus on services that help customers achieve longlasting energy savings, including Home Energy Assessment, Green Heat, and new construction offerings in both residential and business sectors. Notable examples of how this will be achieved in 2017 include: o o o Program enhancements in Efficiency Nova Scotia s New Home Construction and Custom New Construction offerings, which could include increased incentives or new program offerings; Increased marketing for New Home Construction, Home Energy Assessment and Green Heat, including direct marketing to engage past customers; and Pilot an upstream rebate offering on select electronics through the Instant Savings service. EfficiencyOne will also introduce enhancements to Efficiency Nova Scotia s successful On-site Energy Management (OEM) service in 2017, with the aim of reducing participation barriers and expanding the service to new customers. In particular, EfficiencyOne will focus on attracting more municipal and industrial customers to the OEM service in order to increase participation and energy savings in those sectors. The organization will continue to make energy efficiency improvements more accessible to Nova Scotians by supporting and promoting alternative financing initiatives such as municipal PACE, real estate and microlending research pilots. EfficiencyOne will complete a number of research projects in 2017 that will inform best practices within the energy efficiency industry, such as cost-effectiveness testing and incentive setting that will contribute to future planning in Nova Scotia. 4

EfficiencyOne will work with key stakeholders to implement tracking of lifetime energy savings by program over the course of 2017. CONTINUALLY IMPROVE, INNOVATE AND GROW EfficiencyOne is committed to continually improving its internal processes, products, and services. EfficiencyOne will continue to support and develop Nova Scotia s energy efficiency industry, and maximize the positive environmental and economic benefits of energy efficiency by bringing Nova Scotia s expertise and experience to more people and places. EfficiencyOne is also committed to the ongoing development of its greatest asset its employees. EfficiencyOne will contribute to its strategic goals in these areas in 2017 by focusing on creating a culture of continuous improvement, continuing to influence national codes and standards related to energy efficiency, and building the capacity of both EfficiencyOne and Nova Scotia s energy efficiency industry. Key initiatives in this area include: EfficiencyOne will strengthen its existing process for setting and defining incentive levels by implementing an incentive setting manual. Using the process flowcharts, review templates, and other materials recommended in the CLEAResult Incentive Setting Methodology report, the manual will form the basis of mandatory practices for developing and revising incentives. Building on its record of effective cost management, EfficiencyOne will undertake a cost containment audit in 2017 to identify and assess the controls in place to contain costs. The scope of this engagement will include a review of controls and procedures related to budgeting and tracking-to-budget, forecasting and re-forecasting, and month-end review and reporting. A new process to develop and approve pilot projects will also be introduced in 2017, with a focus on encouraging service delivery innovations and positioning the organization to effectively respond to market changes and trends. EfficiencyOne will enhance the Efficiency Trade Network (ETN) and build industry capacity in 2017 by offering increased training and networking opportunities for network members, and by continuing highly successful industry events like the Bright Business Conference and Awards. Through surveys, meetings, and other communications, EfficiencyOne will continue to seek input and feedback from ETN members on how it can improve its processes, products and services. EfficiencyOne will continue to shape and influence national energy efficiency codes and standards as a member of the Canadian Standards Association Steering Committee on Performance, Energy Efficiency, and Renewables, and its associated Strategic Resource Task 5

Force, and by continuing to support and promote industry-leading practices like Passive House construction. To ensure the organization attracts, retains and develops employees with the necessary skills to deliver the highest level of performance today and into the future, EfficiencyOne will develop a Workforce Capacity Strategy in 2017. Continue to pursue growth opportunities aligned with EfficiencyOne s growth strategy, with a focus on supporting the creation of quality jobs and growth opportunities for Nova Scotia s energy efficiency industry, providing development opportunities for EfficiencyOne employees, and mitigating risk by diversifying revenue sources. EfficiencyOne will proceed with the implementation of an Inter-Affiliate Code of Conduct in order to pursue appropriate, transparent growth in areas outside of Efficiency Nova Scotia franchise activities. Finally, EfficiencyOne will continue to deliver real benefits for the environment by contributing to GHG emissions reduction targets wherever it does business. 6

ORGANIZATIONAL SCORECARD 2017 EfficiencyOne Scorecard Category Measures Targets First Year DSM DSM - First Year Energy Savings DSM -Annual Demand Savings DSM - First Year Unit Cost 136.5 GWh (+/- 5%) 21.0 MW (+/- 5%) $0.241 to $0.253 ($/kwh) GHG Emission Reductions 94.34Kt (+/- 5%) Deeper Savings DSM - Lifetime Energy Savings TBD Q1 2017 Savings per Customer TBD Q1 2017 Province of Nova Scotia People and Processes PNS - First Year Energy Savings PNS - First Year Unit Cost ($/GJ) Customer Satisfaction (CSat) Employee Engagement Key Process Cycle Time 64,855 GJ or better $209.92 or lower 88% or better 88% or better 85% or better EfficiencyOne Services E1 Services Metrics Score 3.0 or better 7

EFFICIENCYONE 2017 BUDGET 8