Oklahoma Gas & Electric’s Home Energy Efficiency Program ... · Deliver 20,000 A/C Tune-Ups & Duct Repairs Be Cost-Effective Achieve 10 MW of Demand Savings Go Statewide Engage

© 2012 CLEAResult │ All rights reserved.

“Audits to Action” Lessons Learned from OG&E

Oklahoma Gas & Electric’s Home

Energy Efficiency Program (HEEP)

Rocky Mountain Utility ExchangeOctober 11, 2012

Eric Stern, CLEAResult


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!

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Presentation Notes


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 …


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


Program Objective (Priorities)

Which Objective Is Most Important?

Program Participation Goals?

Program Savings & Cost Effectiveness?

Customer & HVAC Industry Satisfaction?

Answer = YES


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


Program Implementation (Macro)7


Easy Audit Scheduling

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

Email 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

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Optimizing Audit Delivery

Program To Perform 150-375 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.


“Smart” Regions


Audit Delivery w/ 14 Auditors11

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© 2012 CLEAResult │ All rights reserved.12

Go Paperless


Maximize the Cust. Exp.

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

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Reports & Next Steps (Focus)

Emailed 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!

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OG&E HEEP DIY Kits

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Moving To Action

HVAC Contractor Assigned Once Audit Completed

Round Robin Format, (Based on Zips/Crews)

Leverages Existing Relationships When Possible

HVAC Contractor Notified By Email

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

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In Home Contractor Assignment

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

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Contractor Appointments17

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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

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Measure Installation

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

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Taking Care of Contractors

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

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HVAC Partnerships

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

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HVAC Partnerships

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

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Program Tracking

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

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Real Time Data & Reports24

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2011 Results - Summary25

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2011 Results – Call Center26

2011 Outbound Calls

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2011 Results – Audits27

2011 Home Energy Audits Completed By Month

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2011 Results – Measure Installations

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What Worked/What Did Not

What Didn’tUneven Marketing Blasts Present ChallengesAllowing the Audit to Become the Focus of the ProgramForgetting to Set Expectations w/ Customers Up FrontWaiving The Program Fee for CustomersTrying to Be All Things to All Contractors

What Did WorkTrain the Audit Team on Customer Service; Then Hire For & Measure ItUsing Technology To Optimize Delivery Not To Takeover ImplementationClosing All Potential Customer “Drop” PointsHolding Contractors Accountable & Then Taking Exceptional Care Of Them

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Other Ideas To Share/Discuss

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

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Expanding Beyond Efficiency31

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

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Discussion/Questions

If You Need More Information!

Eric [email protected]

mailto:[email protected]

Documents

Oklahoma Gas & Electric’s Home Energy Efficiency Program ... · Deliver 20,000 A/C Tune-Ups & Duct Repairs Be Cost-Effective Achieve 10 MW of Demand Savings Go Statewide Engage