Reshaping Utility/Customer Relationships

Introductions

• Moderator: Adrian Tuck, CEO, Tendril

•Panelists:

• Mary Healey, Consumer Counsel, State of Connecticut

•Penni McLean-Conner, VP of Customer Care, NSTAR

•Tom Catania, VP Government Relations, Whirlpool

•Judith Schwartz, President, To the Point

•Maikel van Verseveld, Senior Executive, Accenture

Scenario #1Profile: Ms. Thomas is a

consumer on a flat-rate pricing structure. Consumption information shows that she would benefit

from a Time-of-Use rate.

• Who has this information?

• How does she get it?

• Who is going to recommend her plan?

Scenario #2

Profile: Mrs. Smith lives on a modest fixed income and is medically frail.

Her utility is planning on rolling out an AMI program.

• What precautions should be taken to protect her?

• How can Smart technologies help keep her safe?

• Who should explain the impact of dynamic pricing?

Scenario #3Profile: A utility has an AMR

system and is deploying Home Energy Management (HEM)

solutions including a web portal and devices.

Challenge: There are significant capacity constraints that cause emergency conditions in which loads must be shed to prevent rolling brown-outs or black-outs.

Scenario #4Profile: Mr. Jones gets a special

promotion for a smart refrigerator from his utility

offering a $100 instant rebate, part of a national CEE effort.

Challenge: CEE is looking to steer consumers to refrigerators that automatically move functions outside of peak periods or can respond to consumption requests.