Communicating Smart Grid
to Customers
October 23, 2013
Today’s Presenters
Paige Layne Communications Manager
Duke Energy
KC Boyce Assistant Director
Smart Grid Consumer
Collaborative
Risa Baron External Affairs Outreach Manager
San Diego Gas & Electric
Housekeeping
• You will receive a copy of the slides
– To the email you used to register
• You can ask questions as we go along
– Simply type into the question box, as we will explain or raise questions during the Q&A
• We will answer all the questions submitted
– If we are unable to get to all the questions, they will be answered individually after the presentation
Questions & Audio
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Agenda
1. Introduction to SGCC findings
• Smart Grid Economic and Environmental Benefits: A Review and Synthesis of Research on Smart Grid Benefits and Costs
2. Duke Energy Case Study
• Engaging Customers
• Key Takeaways - What Resonated
3. San Diego Gas & Electric Case Study
• Communications Platforms
• Communicating Smart Grid - Engaging Stakeholder Groups
4. Questions & Answers Session
Speaker #1
Name Background
KC Boyce
Assistant Director – Smart Grid Consumer Collaborative
• Previously CTO for a startup that provided asset mapping services to communities
• Served as COO/CFO for ICLEI – Local Governments for Sustainability focusing on developing cutting-edge online tools for local governments to assess and manage their energy use
• K.C. serves as Chair of the Decatur (Georgia) Environmental Sustainability Board
• MBA from the Robinson College of Business at Georgia State University
• BA in Political Science from Colorado College
Consumer Benefit Findings
Smart Grid Capabilities Reviewed
1. Integrated Volt/VAr Control
2. Remote Meter Reading
3. Time-Varying Rates
4. Prepayment and Remote Dis-/Reconnect
5. Revenue Assurance
6. Customer Energy Management
7. Service Outage Management
8. Fault Location and Isolation
9. Renewable Generation Integration
Findings: Direct Economic Benefits
$-
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00 B
en
efit
pe
r cu
sto
me
r p
er
year
Ideal Case
Reference Case
Possible
Total direct benefits from Smart Grid are $39.69-101.57 per customer per year
Findings: Indirect Economic Benefits
$-
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00
$40.00
$45.00
Be
nef
it p
er
cust
om
er
pe
r ye
ar Ideal Case
Reference Case
Possible
Total indirect benefits from Smart Grid are $49.67-53.08 per customer per year
Findings: Environmental Benefits
0
50
100
150
200
250
300
350
400
Be
nef
it p
er
cust
om
er
pe
r ye
ar
(lb
s C
O2e
re
du
ctio
n)
Ideal Case
Reference Case
Possible Likely
Total environmental benefits from Smart Grid are 55-592 pounds CO2e
reduction per customer per year
Findings: Reliability Benefits
Capability Reliability Improvement
(%) (customer-minutes)
Integrated Volt/VAr Control Improved power quality (not quantified)
Service Outage Management 4.5% 4.9 minutes
Fault Location and Isolation 20.5% 22.3 minutes
Renewable Generation Integration Likely
Speaker #2
Name Background
Paige Layne
Communications Manager – Duke Energy
• Responsible for providing strategic external and internal communications support for Duke Energy’s Customer Operations organization
• Previously Manager of Corporate Communications for SunCom Wireless
• 20 years of experience in the communications field including serving in customer communications, media relations and emergency response
• Previously Manager of Public and Community Affairs for Duke Energy’s McGuire Nuclear Station
• Bachelors of Science in communications and public relations from Appalachian State University and Accreditation in public relations from Public Relations Society of America in 2008
Duke Energy
14
Electric Retail Customers – 7.2 million
Gas Customers – 500,000
Service Territory – 104,000 sq. miles
Total US Generation Capacity – 57,700 megawatts
Transmission Lines – 32,200 miles
Distribution Lines – 289,900 miles
Employees – 27,775
Major Grid Modernization Initiatives
6
Duke West
Gap AMI
AMR
Gap AMI
AMR
DSDR
CBM Phase 1
Duke East
Legend
In-flight project
In place
Midwest
Gap AMI
Residential AMI
IVVC
BTM/PEV
BTM/PEV
BTM/PEV
Enterprise
MDM
DMS
DA
Florida
AMR
DSDR Phase I
NGDR (DLC Switch Uplift & Gap AMI)
BTM/PEV
We think our
business is
much cooler
than most
people think it
is.
What Shaped Duke Energy’s Communications Strategy
• Market Research
• Operating Experience
• National Landscape
“”The The grid is for
industrial plants,
right?
I thought you already
did that.
I want my power
on and the bill
cheap.
Show me the
magic, I really
don’t care how
you do it
Communication Structure
Decision Makers Customers Industry/Peers
Demonstrate Inform Promote
Envision Center
face-to-face
Direct Mail
Telephone / email
Face-to-Face
Envision Center
National Media
Online publications
Blogs
Envision Center
Au
die
nce
G
oal
Ta
ctic
Customer Communication Touch Points
Customer Service and Support
Day 1 Day 5 Day 6-15 Day 26 Day 45+ Day 60+ Day 36
Meter Reading and Billing certification occurs
Meter installation vendor
Day 18
Duke Energy Web Page
Vegetation Mgmt Door
Hanger Manage
Vegetation Postcard
Notification Canvas and Door
Hanger Outbound Calls Letter 1 Disconnect
Notice Disconnect
Door Hanger Certification
Letter Daily Usage
Postcard
The “Mark & Don” Strategy
Old-Fashioned Customer Engagement
• specific
• one-on-one
• high touch / personal
• EFFECTIVE!
Over 1,200 customers engaged since
2010
Key Takeaways
20
Set the Stage for Conversation
• Know your audience – don’t assume your customer understands or even care about our business
• Build relationships now -- through all of your routine interactions with customers; demonstrate care and customers will be more apt to listen when you talk about smart grid and benefits.
• Meet customers where they are – Use opportunities to highlight successes where your customers may already be talking (i.e., social media)
• Be prepared and be patient – mass market campaigns are quick, but will do little to make issues go away or create real engagement. Take the time to talk to customers who want to listen and leverage others who want to help tell your story
Speaker #3
Name Background
Risa Baron
External Affairs Outreach Manager – San Diego Gas & Electric
• Responsible for the stakeholder education on energy issues such with a focus on energy efficiency, smart meter, smart grid and renewable energy.
• 20 years of experience with environmental policy and education
• Served on the City of San Diego’s Sustainable Energy Advisory Board for two consecutive terms.
• Instructor at University of California San Diego (UCSD) Extension Department for their Sustainability Business Certificate
• Bachelors of Science in Political Administration and Public Administration from San Diego State University
Communicating Smart Grid to Customers
© 2011San Diego Gas & Electric Company. All copyright and trademark rights reserved.
SDG&E’s transformation
to meet the growing needs of customers
© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.
SDG&E Business Overview
• Service area 4,100 square miles, covering two counties and 25 cities
• 1,835 miles of electric transmission lines and 21,601 miles of electric distribution lines
• Serving 3.5 million electric and gas consumers
• 1.4 million electric and 850,000 natural gas meters
• Over 99% smart meters installed
• Over 39% paperless billing and 60% self-service payments
• 5,000 employees
© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.
23
Los Angeles
San Diego
San Francisco
© 2012 San Diego Gas & Electric Company. All trademarks belong to their respective owners. All rights reserved.
Changing Energy Landscape
24
Energy & Environmental Policies
Customer Options
Technology Advances
Smart Grid Communications
New approach to customer education
•Communicating Before and During Installation
•Communicating the Smart Grid Benefits
•Multiple Channels
•Collaborating with Stakeholders
•Third Party Education Program
25
Website – www.sdge.com
Energy Management Tools
Energy Usage Data
Online Services
27
Mobile Solutions Connecting customers to “APP-licable” information
Access from Smart Phone
Bill Highlights
Mobile App
Cost Calculator Bill Pay
Payment Locator Outage Map
Energy Solution Partner Program
• Program developed to educate our community based organizations about energy issues
• Program provided CBOs resources for them to reach out to educate their members, volunteers, and
• This program integrated SDG&E programs and services into their existing education efforts.
• Energy Topics included: – Smart Meter deployment, technology and customer benefits
– Tiered Rate Structure
– Changes in customer billing format
– Products and services
– Emergency Preparedness
– SDG&E’s overarching sustainability and energy-efficiency programs
La Mesa Chamber – E-blast
Chinese Historical Museum- Tweets
Stakeholder Committee
Goal is to provide two-way communication with various stakeholders in our service territory
Education about energy industry, smart grid technology, regulatory and legislative issues.
Types of groups:
• Service Territory Wide Stakeholder Group – Citizen’s Advisory committee
• Regional Stakeholder Group – location driven
• Environmental
• K-12
SDG&E Ambassadors
• Volunteer speakers’ bureau of employees. Career development opportunity.
• The Ambassadors represents multiple areas of the company, including front line field personnel and senior leadership.
• Provide presentations to community groups and civic organizations.
Presentations:
– Shaping our Energy Future -- is designed to educate our customers on what SDG&E is doing to ensure we have a stable supply of energy for the future. The presentation includes information on technological advancements and what those changes means for our customers.
– Customer Programs and Saving Money --designed to educate customers in our service territory about low income programs and energy efficiency options that are offered through SDG&E. We are here to help you navigate all of the valuable programs offered.
Tours & Workshops
SDG&E Energy Innovation Center • Designed to be one of San Diego’s
first LEED Platinum buildings open to the public. The Center offers free workshops and training as well as tour of green building, smart grid and energy efficiency
Mission Control • Invite stakeholder groups to learn
more about smart grid, outage management and transmission & distribution
Renewable Energy (under design) • Developing tours of large scale solar
and wind farms • Birch Aquarium – Boundless Energy
exhibit
35 Non-compensated technical advisor
Takeaways & Questions
Thank you! You will receive a copy of the slides to the email
address you used to register.
Download the report now: SGCC’s Smart Grid Environmental and Economic Benefits Report:
• http://smartgridcc.org/sgccs-smart-grid-environmental-and-economic-benefits-report
Paige Layne Communications Manager
Duke Energy [email protected]
Risa Baron External Affairs Outreach Manager
San Diego Gas & Electric [email protected]