NWPPA Annual Conference and Membership

Transcription

1 NWPPA Annual Conference and Membership Laura Lewis, General Counsel, SMUD May 17, 2016 Powering forward. Together.

2 SMUD snapshot 900 square miles Service area 1.46 million Service area population $1.47 billion 2014 Budget 2,071 Employees 614,143 Customers 7 Member Board of Directors

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4 Journey mapping

5 Channel excellence CMS / Portal Call Center Notifications Local Office US Mail Mobile Responsive Web IVR

6 From mass market to market differentiation Customer engagement and interaction based on identifying a key audience and reaching them in the most cost-effective way to deliver upon a clearly defined strategy. The Right Person With the Right Message In their Channel of Choice

7 SMUD means business

8 Using data to understand residential customers Demographics + Historical customer info = Development of longand short-term business strategies that include: Prioritization of projects and investments Market research Psychographics Design and development of new products Identification of operational efficiencies

9 Segment C Grow / Recruit Expects automation and digital channels (bill payment, program enrollment, communication) Strong interest in the environment Increase EE and green program participation Outcomes: Achieve channel optimization through increased enrollment in MET, website usage, paperless billing Focus of new product/service development Lifestyle/Behaviors Interested in energy efficiency, especially: Rebates and incentives Energy audits (online and whole house) How to reduce usage during peak times Communication Heavy digital users and tech-savvy Text alerts re: high bill, outages Communicate with utility through social media, online channels Environmental Attitudes Highly interested in helping the environment, and willing to pay more for products that help the environment. Bill Payment Prefer self-service channels such as auto-withdrawal, online and mobile app Prefer payment plans that are automatic and predictable Approach Existing: Provide energy education, with convenient billing options Increase online service delivery options for EE Target for green programs New: Market research segment needs Prioritize tech-related opportunities

10 Program Participation By Segment Segment A Segment B Segment C Segment D Segment E Segment F Segment G Segment H Appliance Rebate Equipment Rebate Green Energy SolarShares Own Plug-In Electric Vehicle SPO: Time-of-Use HomePower Power Protection

11 Aligning with Segment C Easy: I can become a SMUD customer (service initiation/move/transfer) and enroll in programs through digital channels (Initiate, Adding Services) Paying is automatic and predictable with one click ( set it and forget it ) (Bill/Pay) Responsive: I can resolve my issues and receive updates through digital channels, including online chat (Manage) I receive text alerts regarding high bill and outages (Manage, Bill/Pay) Personal & Collaborative: I have access to online tools and information that help me manage my energy usage (Manage) I receive communication in digital channels (online, web and social media) that align with my interests and values (Manage) SMUD offers products and services that help me be tech savvy, manage my usage and participate in helping the environment (Adding Services)

12 Measuring success

13 A SMUD customer program success story SMUD SolarShares 1 st community solar program in the nation (2008)

14 Goals Of SMUD s community solar initiative Make affordable solar available to all customers Demonstrate a sustainable solar business model for utilities Allows for full cost recovery Reflects the value of distributed PV to the grid Is easy to integrate into the grid and operate Model a utility-driven solar program for government policymakers and the solar industry Provide a customer alternative to PV self-generation Prepare for the future distributed utility

15 Basic model and its appeal Shared solar customers Fixed PPA price plus floating non-bypassable component of usage charge (delivery, public goods, losses) Solar vendors Price set by power purchase agreement (PPA) Utility

16 SolarShares customer satisfaction

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