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Energy Efficiency—
What You Need to Know
in 2016
Webinar | March 10, 2016
Introductions
Industry paper background
Trending topics
Drilldown – customer experience with TVA
Q&A
© 2016 CLEAResult. All rights reserved. 3
Innovation Outlook
Trending topics:
Program design
Customer experience
Big data
Collaborative economy
© 2016 CLEAResult. All rights reserved. 4
Current market condition
The energy industry is a $6 trillion global
market—and energy touches every part of
our economy.
Utilities face mounting pressure to lower
energy costs and transition to cleaner
energy sources.
Energy efficiency will be the most effective
method to generate money and energy
savings.
“Utilities can no longer rely
on the growth of kilowatt-hour
sales to finance their
systems. We’re in the midst
of a tectonic shift away from
rates developed in the early
1900s. To address that
challenge, we need to create
new business models.”
Peter Fox-Penner, Principal
Brattle Group
© 2016 CLEAResult. All rights reserved. 6
Mixing up program design
Partnering to expand EE programs
Adopting monetary performance incentives set by states
Implementing revenue decoupling (rate adjustments) set by states
Incorporating demand response and consumer devices
Educating residential natural gas customers to make informed decisions
Introducing Strategic Energy Management solutions
“One-way communication
doesn’t exist anymore.”
Deanie Elsner, President
Kellogg Company Snacks Business Unit
© 2016 CLEAResult. All rights reserved. 8
Evolving customer experience
Millennials and Latinos are growing
customer groups; understand how they
interact.
Customers expect their utility to be
interactive and communicative whenever
and wherever they are.
Utilities must engage and build trust.
Utility moment:
Tennessee Valley Authority’s eScoreTM
Utility moment:
Tennessee Valley Authority’s
eScore™ program
Frank Rapley, TVA
Dan Ridings, CLEAResult
eScore™
“I am very thankful that TVA
has created this program not
only for my use but for our
community!”
eScore customer from Lenoir City
eScore™
eScoreMarch 10, 2016
™
Context
12
7 States
80,000 square miles
9 million people
154 local power companies
550+ Contractors
Redesign Goals
Enhance stakeholder experience
Reduce cost of saved energy
Streamline processes
Move residents past ‘one and done’
Engage Big Box partner
Develop “onestream” program / product
13
eScore™
Redesign Process
Implemented
Pilot Program
Analyzed Data
Conducted Qualitative
Research with
Stakeholders
Redesigned
Program
Benchmarked
Other Programs 14
eScore™
Product
Contractor DrivenCustomer Centric
Cost Effective Technology Enhanced
1 2
3 4
15
Two Paths
16
2
1
Features
Online Support System
Learning Management System
Trade Ally Management
Stakeholder Portals
eScore on smartphone
Presentation on tablet
Big Box Partner
• Paperless End to End Solution
• Dashboards & Reporting
• Self- Scheduling
• Route Optimization
• Self-Audit (web & mobile)
• Integrated Financing Component
• Lighting & Appliance Channels
Results
• Increase Stakeholder Experience• Utilities- increased VOC to 92%
• Homeowner- 4.9 out of 5.0
• Contractor- “Portal is making everyone's life better.”
• Home Depot- “eScore is one of the best programs we
have for existing home efficiency.”
• Lower the Cost of Saved Energy• Field Capacity up 45%
• Rebates down 38%
• Customer Spending up 31%
“For utilities, the low-
hanging fruit is gone. We
are required to think
strategically about how we
approach our programs and
our customers. With data,
we can make better
decisions.”
David McCann, Chief Technical Officer
CLEAResult
© 2016 CLEAResult. All rights reserved. 20
Planning for big data
Lagging infrastructure and tools create
missed opportunities.
Smart grid investment and technology
advancements make storage, extraction
and visualization of data easier and more
cost effective.
There is limitless opportunity to improve
operational efficiency and customer
experience.
“[The collaborative
economy is] an economic
movement where common
technologies enable
people to get what they
need from each other.”
Jeremiah Owyang, Analyst
Crowd Companies
© 2016 CLEAResult. All rights reserved. 22
Anticipating the collaborative
economy
Utility companies must collaborate to
remain relevant in the future.
Other industries have found success in the
“brand as a service” model.
Tap into your crowd and empower
customers to be more energy efficient.
© 2016 CLEAResult. All rights reserved. 23
Key takeaways
Get creative and incorporate EE, DR and
SEM into program design.
Build relationships with the new customer
with storytelling and 24/7 communication.
Invest in and take advantage of new
technology to use big data effectively.
Don’t compete with the collaborative
economy—join it.
We’re here to help.
Questions?
To download the complete Innovation
Outlook report for free, visit
clearesultenergyforum.com
Dain Nestel, Practice Director
CLEAResult
Dan Ridings, Senior Director
CLEAResult
Frank Rapley, Senior Manager
Tennessee Valley Authority
