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New Thames Valley Vision Customer Engagement- at the heart of innovation
Charlie Edwards Customer Project Manager Mark Stannard Customer, Stakeholder & Field Operations Manager
Focused on Learning
Understand Anticipate Support
Monitor Model Manage
Industry Ready
Engaged Stakeholders
Customer Recruitment Customer Recruitment
“The move to smart grids to facilitate the transition to a low carbon economy will require increased monitoring of the networks.” “What do we need to know about customer behaviour in order to optimise network investment?” “NTVV will reduce the network constraints to the connection of PV generators, at a lower cost and more rapidly than business as usual” (NTVV Project Bid Submission, 2011)
Domestic Monitoring- Recruitment
Recruitment of 250 EPM customers • 15,000 mailings • Streamlined
appointment booking
SME
Recruitment • 3 phase • Working hours • Little interest • Establishing a
contact
High Density Recruitment • Need for engineer
presence • Additional engagement
benefits
No. Letter Drop Face to face
Street
Party invite face to face Street Party
Street BBQ
invite Street BBQ
Phone
contact Face to face
1 No Response Looking at info Sent Not In No Show Sent No Show
2 No Response Not In Sent Not In No Show Sent No Show
3 No Response Not interested Sent Not Interested No Show Sent
4 No Response Not In Sent Looking at info Interested Sent
5 No Response Not In Sent Not In No Show Sent
6 No Response Not interested Sent Not Interested No Show Sent
7 No Response Interested Sent Interested Interested Sent
8 No Response Looking at info Sent Not In No Show Sent Interested No answer x6 Not In
9 No Response Not In Sent
Need greater
incentive Interested Sent Attended No Contact Not interested
10 Interested Interested Sent Interested No Show Sent Interested
11 No Response Not In Sent Not In No Show Sent Interested No answer x6 Moving House
12 No Response Not In Sent Interested No Show Sent
13 No Response Busy Sent not interested No Show Sent
14 No Response Not In Sent not interested No Show Sent
15 No Response Looking at info Sent Interested No Show Sent No Show No Contact Not interested
16 No Response Not In Sent Not in No Show Sent Interested
17 No Response Not interested Sent Not Interested No Show Sent
Not Interested
Not Interested
Not Interested
Not Interested
Not Interested
Not Interested
Installed
No Contact
No Contact
Installed
Installed
Installed
Installed
High Density Recruitment
EMMA 1. Address List from
planning/building control records (BFC)
2. Letters
3. High-density visits
4. Low-density visits by bike
5. Address list from records (RBWM)
6. Letters addressed Dear First-name Surname
7. Visits by bike
8. Engaging HA’s
Stakeholder Engagement
“Local planning policy is already driving low carbon and renewable energy installation in new developments and local authorities are conducting low carbon and renewable energy studies to inform local plans… [Local Government should be engaged to understand] where reinforcement may be required, and also the types of customers, and therefore the possible suitability in providing demand response support.” (NTVV Project Bid Submission, 2011)
Local Authority Engagement
Bracknell Forest Council: • Approach to Engagement
• Purpose of Engagement
• Local business community contacts • Support and planning advice • ‘Good Neighbour’
• Successes/ Failures
• Learning for future
Housing Association Engagement
Primary Engagement with Bracknell Forest Homes: • Approach to Engagement
• Purpose of Engagement
• Access to housing stock tenants for trials • Pre-agreed permission to participate in TVV trials
• Many tenants asked for confirmation that BFH involvement
• Successes/ Failures
• New Approach
Housing Association Engagement
Primary Engagement with Bracknell Forest Homes: • Approach to Engagement
• Purpose of Engagement
• Access to housing stock tenants for trials • Pre-agreed permission to participate in TVV trials
• Many tenants asked for confirmation that BFH involvement
• Successes/ Failures
• New Approach
Housing Association Engagement New Approach to Housing Association Engagement: • Structured interviews with 6 HA’s
• Purpose to gain a greater understanding of the industry
appetite for the installation of low carbon technologies (LCT’s)
• Key Finding: The housing associations engaged via the TVV must prioritise fabric improvements such as bathroom, kitchen, rooving upgrades rather than investing in LCT’s.
• 3 Primary Barriers to Investment
Low Carbon Community Advisory Centre
“The engagement with customers and communities is vital to the success of our Project and to underpin effective demand response and participation… a Community Low Carbon Energy Centre… will communicate the concepts of low-carbon solutions and smarter grids in a highly interactive visual way and provide a `live window' on to the TVV project.” (NTVV Project Bid Submission, 2011)
What are the statistics?
Percentage of passers by entering
Total Visitor Numbers
Visitors per hour
Operating Period
15 December 2012 – 9 May
2014
2793 visitors 0.17-0.23% 1.7 visitors
50% of queries were around
energy efficiency queries
Magnetic Area Map allows
customers to log their visit
Electric Vehicles attract
attention
Home Energy Assessments
What worked?
Learning Outcomes and Recommendations 1. Location is key
2. Partnership approach recommended
3. The centre is more than just a drop-in
4. Identification of PSR customers
5. Eye catching, interactive interior is crucial
6. Window displays should portray purpose
Events
“Better understanding of customers and management of the LV network will reduce barriers created by the LV network” “Customer behaviour is expected to change at an accelerated pace with the advent of new low carbon technologies” “Our vision in the Thames Valley is to leave a legacy and we agree with Ofgem's philosophy that DNO's should again be speaking to customers.” (NTVV Project Bid Submission, 2011)
Events Overview
School Engagement
Your Energy Matters Assembly Classroom
Your Energy Explained
Low Carbon Promotions- Low Carbon Day
• Event aim- To promote the message that the time of day in which
people use energy has a significant impact on its cost and carbon
Intensity.
• How?- to encourage a 1 hour reduction in electricity consumption
between 5-6pm when Bracknell Primary Substation usually sees
its peak.
• Marketing/Spreading the message…
Avenue taken Location Start date End date Size of impact
Social Media Twitter Wednesday 18th December
Thusday 6th March
High- Total no. of TVV Tweets (212 followers): 21. Total no. of Low Carbon Day tweets: 19. Retweets and tags from: Ranelagh School, Bracknell Forest Council, Bracknell and Wokingham College, Be Bracknell, Timur, Honeywell, Kognitio, Gordon Hewitt, Mark Stannard, Brian Shewan.
Facebook Friday 14th February
Thursday 6th March Minimal- no external likes and one person commented on the page
Poster
Princess Square Friday 28th February
Thursday 6th March
Medium- four A1 posters in Bracknells main shopping centre and two A3 posters generating interest in the week building up to the event
Leisure Centre Thursday 13th February
Thursday 6th March Medium/Low- 5+ A4 posters around the sports centre- generating interest following the social-club event
Your Energy Matters Tuesday 18th February
Thursday 6th March Medium/Low- 2 A3 posters in the window and an A1 billboard outside the centre
Websites Thames Valley Vision
Wednesday 26th February
Thursday 6th March Medium/Low- Full news story with advice on how people could reduce their electricity usage.
Bracknell.com Thursday 27th February
Thursday 6th March
Medium/High- Banner on the homepage of Bracknell town centres webpage; with a link to the full newstory on the TVV web-page.
Schools
Ranelagh Wednesday 26th February
Friday 28th February
High- Event day within the school playground over lunch break, with over 100 engagements and leaflets handed out to students and staff alike. School also e-mailed the information to parents of pupils and passed details around the school
Bracknell and Wokingham College
Friday 28th February
Thursday 6th March
Medium/High-Posters in the School to advertise the Low Carbon Day, information disseminated to tutors to pass on to students and an event on Monday 3rd March in the cafeteria over lunch-break to dissemiate information on the event- 20 engagements
The Brakenhale Wednesday 5th March
Thursday 6th March Low- Requested leaflets to be disseminated to tutors- unsure of delivery
Garth Hill College Monday 3rd March Monday 3rd March Low- requested leaflets to be disseminated to tutors- unsure of delivery
Leaflets
AK Stores (Newsagents) Tuesday 4th March
Thursday 6th March Low- Leaflets left on store counter
Charity Shop Tuesday 4th March
Thursday 6th March Low- Leaflets left on store counter
Pub- The Goose Wednesday 5th March
Thursday 6th March Low- Leaflets left on pub counter
Bar Torino (Cafe) Tuesday 4th March
Thursday 6th March Low- Leaflets left on store counter
Post Leaflet drop Wednesday 5th March
Thursday 6th March High- to 23,000 homes in and around Bracknell with mid-week free paper
Letter to project participants Tuesday 4th March
Thursday 6th March High- 250 letters to a future event, including Low Carbon Day leaflet
Preliminary events
Leisure Centre Thursday 13th February
Saturday 15th February Medium- Engagement with around 50 people over the 3 days- see one pager for more details
Princess Square Tuesday 4th March
Thursday 6th March
Medium-Build-up events on Tuesday and Wednesday 11am-2pm we're a simple stand with one member of staff; minimal impact however provided the opportunity to learn demographic of shopping centre for main event on Thursday. Thursady (11am-2pm): Live acoustic performance from Mark Stannard (Customer Manager) and three members of staff giving out leaflets to passers bye- larger impact, over 100 leaflets disseminated
TV BBC Local News- breakfast Show
Thursday 6th March
Thursday 6th March Medium- Brief mention of Low Carbon Day
Radio BBC Berkshire Drivetime Thursday 6th March
Thursday 6th March
High- 5 minute slot from 4:10-4:15 to discuss Low Carbon Day, encourage uptake and inform people on how to get involved
Word-of-mouth Your Energy Matters Tuesday 18th February
Thursday 6th March
Low/Medium- Telling visitors about the upcoming day through everyday engagements that Your Energy Matters provides
Competition n/a Thursday 13th February
Thursday 6th March
Low- Competition to win a free iPad through filling out a demograohics questionnaire or 'liking' the facebook page. About 20 entries over 3 weeks; perhaps requires wider promotion next time.
Low Carbon Day Results
Event Learning School Engagement • Consider what you
want to achieve through school engagement then format.
• Tailoring engagement to your audiences needs (curriculum) and interests will maximise response.
• Consider partnership with stakeholders.
Domestic Focus Groups • Pilot group for trialling
smart initiatives • Allowed us to better
appreciate consumer understanding and appetite for low carbon initiatives
• Project specific engagement allowed for ongoing interaction with a select few.
Low Carbon Promotions • Shows that given the
correct messaging a proportion of society are willing to change behaviour for a greater cause.
• Type of event not likely replicable, however does inform future projects.
SAVE Project
• 4 methods of domestic customer engagement across three trial periods
– Potential to reduce network loading with consistency to RIIO ED1, whilst benefiting customers
– Inform stakeholder and customer engagement creating win-win solutions
– Facilitate connection on LCT’s
– Work closely with stakeholders and communities to develop potential commercial and development solutions
• Vision of legacy and longevity between DNO and customers
Visit us on: www.thamesvalleyvision.co.uk
New Thames Valley Vision Thank You and Questions
Contact: [email protected]
