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Solutions With Integrity

BC Hydro’s Smart Meters

Overview 1. BC Hydro’s Motivation Model

2. Environmental/Health Concerns

3. Privacy Concerns

4. BC Hydro’s Public Image

5. Our Implementation Strategy

Commitment to the Environment

Motivation Model

BC Hydro 1989 Power Smart Program

BC Hydro 2010 Smart Meter Program

Smart Meters: The Way of the Future

More Emphasis on Long Term Vision for BC Needed

Recommendations

1. New Communication Strategy

• Openly Share BC Hydro’s Long Term Vision for BC

• Emphasize Provincial Energy Objectives Outlined in Bill17 With the Public

Positive Impact on the Environment

•Perception influences

•Resistance to change

Resistance to Change• Individual resistance

• Feelings of mistrust

• Low tolerance for change

• Maintain confidence

Privacy• Intrusion on Moral Principles

• Addressing Data Hacking Concerns/Intrusion on Personal Lives

Intrusion on Moral PrinciplesWhen considering management consultant Kent Hodgson’s Magnificent Seven Principles individuals should follow when making behavioral decisions, BC Hydro has transgressed the following:

• Dignity of human life

• Autonomy/Fairness

• Honesty

2. Data Hacking/Intrusion on Personal Lives

FIGURE 1-DEMAND DATA FOR A SINGLE DWELLING OVER HALF HOUR AND MINUTE INTERVALS

FIGURE 2- INFORMATION INFERRED PER TIME INTERVAL

Conclusion: Data inferring concerns should be rationalized accordingly

Compliance with OIPCThe OIPC cites BC Hydro as failing to comply with the FIPPA requirements to:

• notify customers of the legally authoritative purposes for collecting their personal information

• provide contact information for an agent within BC Hydro available to answer questions, regarding the information collection

Recommendations

1. Compliance with OIPC

2. Selecting the Appropriate Target

3. Internal Control Systems

“The world as it is perceived is the world that is behaviourally important.”

Current Situation• Corporate Scandal• Unpopular Approach with Meter Installation

• Negative Public View of BC Hydro; Selective Perception & Horn Effect means that BC Hydro’s positive qualities are overlooked

Clarifications• Increase marketing

budget

• Significant emphasis should be placed on BC Hydro’s ease of accessibility

• Complaints/concerns are welcome

Smart Meter Pamphlet

• Pamphlet contained conflicting/wrong information• BC Hydro staff were unable to answer follow up questions• Pamphlet needs to be

redesigned and staff need to be better trained to answer all questions regarding the program

Customer Interactions

• Complaints of rude staff• Lack of awareness of installation staff being on people’s

property• Staff should be trained to be polite, patient and friendly

Recommendations

1. Emphasizing Accessibility

2. Communication

3. Customer Service

Going Forward

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Solutions With Integrity

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