AMI and the Customer: Priorities for Pepco Holdings Smart Metering Program

Transcription

1 AMI and the Customer: Priorities for Pepco Holdings Smart Metering Program Michael Poncia Process Manager, CRM Smart Metering East Coast Conference Washington D.C., November 8,

2 Business Overview Combined Service Territory Regulatory Diversity* New Jersey 20% Virginia 1% District of Columbia 23% Delaware 17% Maryland 39% Diversified Customer Mix* Residential 35% Commercial 46% *2006 MWhSales Government 10% Industrial 9% 2

3 Forces of Change In the USA, Industry forces are driving substantial changes in strategy for T&D businesses These forces are increasing the need for greater grid reliability & efficiency IBM Corporation 3

4 How will the Future Change? Assumptions for Future 2015 compared to Today 2007 Energy prices will stay high or go higher relative to other commodities Climate change is not a fad; Green will be important to certain customer segments and that will grow Reliability concerns will be higher as number of electrical applications grows Energy usage customers will be more sensitive to usage related factors since the use of technologies and electrical applications will increase Demographic shifts will occur and utilities will need to be more aware of them and able to adapt through various customer service options Self-generation will increase; growth rate will be dependent on incentives offered and technological advancements Income disparities will increase and utilities will face increased pressure from regulators and customers If my bank can do it customers will have higher expectations from their utilities about self service transactions Communications customers will expect proactive communications, will not want to depend on call-ins 4

5 PHI s Blueprint is our Plan for the Utility of the Future Technology new meters, intelligent equipment and systems Planned programs and services to help customers save on their energy bills Improve customer service and reliability Environmental programs The Blueprint is about more than just technology, although technology makes it possible. 5

6 Today Customer meters manually read Dispatch to premise for voltage complaints Customers call to report outages We send bills when we want Dispatch switching manually Multiple crew hand offs to build or affect repairs / restoration Different systems used to manage work and customers Utility earnings based upon usage The Future Meters have two-way communication Read voltage remotely at customer premise We know when customers are out Customer gets bills when they want System reconfigures to minimize outages Build it / fix it with the same crew Technology, work processes, and policies leveraged for maximum efficiency and similar, positive customer experiences Utility earnings decoupled from usage 6

7 Potential Customer Impacts Costs and Benefits flow to customers through both the Delivery and Energy components of their bill and will happen over time. Eliminate Manual Meter reading Enhanced Customer Service Power Quality Remote Connect/Disconnect Tamper Detection Operating Efficiencies Approximate Residential Customer Bill Breakdown Supply 75% Distribution 25% Energy Conservation Flexible Rate Structures Demand Response Plug-in Hybrids Distributed Generation Future Carbon Effects Incidental Benefits Smart Grid Benefits Smart Appliances Home Automation 7

8 Improving the Customer Experience Involves Five Key Themes: Themes: Control and Engagement on Customer s terms (including Low Touch Customers) Very easy and fast transactions Proactive and preemptive solutions Collaborative and personalized communications Conduct business through wireless devices 8

9 PHI Has Developed a Comprehensive Set of Customer Requirements to Guide our Blueprint Activities Regulatory Dependency Customer wants/needs have been mapped to the MSI model PHI Impacts: Cost Value People Process Technology Degree of Desires by each customer segment: Residential High Tech Residential Low Tech Residential Low Income Special Needs Customer Small Business Large Commercial Industrial Customer Impacts: Control and Engagement on Customer s terms Fast and Easy Transactions Proactive and preemptive solutions Collaborative and Personalized interactions Conduct business through wireless devices 9

10 Customer Service and Energy Information Benefits of the Blueprint Improved website capabilities Our My Account tool provides enhanced levels of energy education and recommendations to help customers manage energy costs. Transforming from a High Bill Call to an Education Call In June, PHI established an Energy Expert Pilot Program aimed at providing enhanced levels of education by explaining how customers are using energy and identifying ways to save. DSM Programs Offering customers incentives for installation of energy efficient equipment will help position PHI as an energy partner and demonstrate our commitment to the environment. Outbound notifications Let s customers know when energy consumption or spending has reached customer prescribed levels. On-Request meter reading services - AMI will provide customers with a before and after view of energy use enabling the customer to see the merits of their actions On-line Energy Rate Evaluations - AMI will enable PHI to help the customer select the best rate option based on their actual historic load profile. Users could then print out a summary of the analysis to be used for making rate decisions Individual Customer Load Profile Data - Help s PHI recommend the best conservation program for the customer, helps to target the appropriate DSM offering. 10

11 Customer Service and Energy Information Benefits of the Blueprint Reduced Call Volumes AMI will result in fewer estimated bill calls which will reduce the overall call volume offering our Customer Service Representatives more time to dedicate towards energy education and consultation. Flexible Billing Dates - With AMI, it would be possible to offer customers an option of changing their monthly billing due date. This could provide cash flow and payment flexibility benefits for customers. Ability to display My bill to date enables customers to take action during the billing period by providing point of purchase information. Remote Connect and Disconnect Capabilities: Enables PHI to be easier to do business with regards to customer requests to start, stop or transfer electric service. Improved Satisfaction with Billing Services - AMI will result in reduced estimated meter readings and enhance customer perceptions with regard to bill handling. Improved Proactive Energy Management Communications PHI s My Account software has the capability to provide Energy Grams to customers which would offer customized energy conservation information based on how they are currently using energy. Improved Customer Service - AMI provides improved customer service due to the ability to remotely verify or determine that a particular meter is currently in service or out of service. This helps to alert the customer that the problem may be on the customer side of the meter. 11

12 Helping Customers Manage Energy Bills: My Account How much do I owe? How do I view and pay my bill? Why is my bill different than before? How does my bill compare to last year? How does my home use energy? How can I control my costs? How does my home compare? When do I use energy? Am I on the right rate? Are there programs that would benefit me? 12

13 The CIS system, using CRM capabilities can be extended to develop a customer portal that can help the customers configure their experience with PHI My PHI Energy Portal Account Summary Total MWh (month to date): 32 Running total (month to date): $ Average price/mwh (month to date): $13.17 My Energy News -Smithtown Regulators Meet on New Construction -Gas prices fall 3 cents per gallon -Mayor Jones visiting Superfund site System Alert Energy Usage Billing Message Center Contact us View billing history Today s Prices Payment Center Available Views -kwh vs temperature -Interval Data -Compare Usage -Spreadsheet format -Pie Chart View historical prices Make payment 13

14 Working Together Our Vision: We see a future where success in our industry will be measured by companies satisfying four customer expectations: - better manage energy bill - responsive customer service - power reliability - environmentally friendly programs 14