agenda marketing - eversource energy€“the aging report reflects the amount of time the work...
TRANSCRIPT
Agenda
▪ Introduction
▪ Goals & Performance
▪ Marketing
▪ Single Family
▪ Multi Family
▪ Suppliers
HES-IE Team
▪ Ron Araujo
– Art St Armand
– Carl Watts
– Cumal Gray
– Damaris Velez
– Dana Forrester
– Marge Kelly
– Serina Segura
– Tasha Perreault
HES-IE Goals & Performance
HES-IE Year-End Forecast
CL&P
Yankee Gas
Forecast as of August 2014 results
Goal
Goal
Program Policy
▪ Any vendor found to engage in activity or practice
that constitutes a serious violation of program
policy during the course of implementing HES-IE
is subject to immediate removal, de-listing, or
suspension from the Program including
termination of contract.
– Vendors are required to report all incidents such as
theft, property damage, complaints, etc. to HES-IE.
Marketing Update
HES-IE Vendor Marketing Guidelines
HES-IE Vendor Marketing
▪ Direct Marketing
– Mailers
– Inserts
– Postcards
– Coupons
HES-IE Vendor Marketing
– Newspaper
– Magazines
– Free-standing inserts
HES-IE Vendor Marketing
▪ Internet
– Websites
– Social media posts
HES-IE Vendor Marketing
▪ Tradeshows &
Event Participation
HES-IE Vendor Marketing
▪ Naming Conventions
– Energize Connecticut vs. Energize CT
– EnergizeCT.com vs. www.energizect.com
– When and when not to use acronyms
(e.g., CEFIA vs. Clean Energy Finance and Investment Authority)
▪ Legal Disclosure Statements
– Short
– Long
HES-IE Vendor Marketing
Single Family Units (1-4)
HES-IE Processes
Excellence in Customer Service
▪ Customer Excellence
– All Vendors are required to be Customer Centric.
– All Employees are expected to create a positive
experience for each customer.
This begins with scheduling the customer for an appointment,
following through on commitment, and working with the
customer to gain approval and understanding.
– It’s exceeding customer expectations!
Applications
▪ Vendors are required to submit completed
applications as they receive them.
– Applications are not to be held
▪ Applications received by HES-IE will be
processed within 5 business days
Enrollment Process For Single Family (1-4
units)
– Individually Metered, each tenant must apply for HES-IE services
Only tenants who apply will receive full services.
– If master metered (Electric) or Central Heating System, the landlord may apply for HES-IE and provide proof of income for all tenants and must include rental income .
As long as 50% of the tenants qualify for HES-IE services for a 2 unit building, or 66% of the tenants qualify for HES-IE services for 3-4 unit building, work orders will be created for all units and measures may be provided.
If renter, the Landlord must provide approval through the permission statement.
Aging Report
▪ Aging Report – Core Services
– The Aging Report reflects the amount of time the work
order has been active. It also reflects the various
stages of the assigned work order.
– The Aging Report lists all work orders assigned to each
vendor. Vendors receive the Aging report monthly. All
outstanding work orders are to be addressed
immediately.
Completion of all work orders within the 45 day window is the
responsibility of each Vendor
Cancellation of Work Orders
– All Vendor requested cancellation of work orders may
be re-routed to another Vendor.
The Vendor the work order is re-routed to will receive a notice
that the work order was cancelled and the reason will be noted
Components of HES-IE – Single Family
▪ Blower Door Testing – Window Glaze, if used, is part of air sealing
Not to be invoiced separately
– Fire-stop under attic insulation is part of air sealing
▪ Duct Sealing
▪ Replacement of Incandescent bulbs – Incandescent to CFL
– Incandescent to LED
▪ Water Saving Measures – Showerheads cannot exceed 2.0 GPM
– Faucet Aerators cannot exceed 1.5 GPM
▪ Refrigerator/Freezer LOA form
▪ HVAC system information – Reset Control
– ECM Pump Motors
▪ Window Review
▪ Insulation Calculation
▪ Client Education
▪ Heat Pump Water Heaters
▪ Clean Tune Test
▪ Health & Safety Screening
Comprehensive
“one home at a time”,
with a focus on all energy use.
When a Blower Door cannot be performed
▪ If due to failing Combustion Air Zone (CAZ) – Clean, Tune, and Test should be performed
Vendor should return to perform Blower Door Testing if CCT corrects situation.
– If not, Vendor should receive quotes for replacement.
▪ Of 45 submitted CAZ no blower door testing, 26 were listed as CAZ – None were re-invoiced for CTT and rescheduled BD
▪ ALM Vendor must be specific on the Health and Safety issue found in
the home.
– Documentation is needed to allow for remediation.
Insulation
Reviewing the Basics
Building Analyst
Technical Standards Building Analyst Professional
Heat Loss and Savings Calculations
▪ For heat loss and savings calculations, building components must be measured and area and volume calculations must be accurate +/- 10%. For use in heat loss and savings calculations use the following criteria for building component evaluations:
▪ R-values of installed insulation shall be determined based on an actual measurement of the insulation depth and the R-value per inch for that product.
▪ Voids in insulation must be accounted for by determining the net square footage of uninsulated area and recording it as a separate component of the building.
▪ Gaps between batt insulation and framing must be accounted for by determining the effective R-value for the insulation using the Effective R-value for Batt
▪ A blower door test must be completed before and after installation of any of type of insulation
Check of Insulation Levels
▪ Measuring Insulation Levels, Use a measuring
tape to measure the depth of the insulation
(inches).
Looking across your attic, if the insulation
is level with or below the attic floor joists,
you probably need to add more
insulation.
It is important that the insulation be evenly
distributed with no low spots; sometimes
there is enough insulation in the middle of
the attic and very little along the eaves.
Identify all materials needed to complete the
insulation work.
Insulation Markers
RAFTER VENTS
Check the attic venting
▪ Attic Air Flow
– Soffit Vent
– Rafter Vent
– Ridge Vent
Attic Hatch Covers are a must The good
Fire rated High R value
The bad Not fire rated low R value
The ugly Custom made not fire rated and who knows what R value?
Hatch Cover Requirements
Attic hatch covers that meet’s the ASTM E84 tests, the material has a Flame Spread Rating of less than
25 and Smoke Developed Rating of less than 450. The product meets the 2009 IECC and IRC Code
requirements for attic access openings. It can also be used to meet the requirements laid out for attic
entrances in the ENERGY STAR® Thermal Bypass Checklist.
Specifically, Item 5.1 (for Access panels) and Item 5.2 (for Drop-down Stairs) are addressed by meeting
the requirements of having movable insulation and having all air gaps sealed. Attic hatch covers that
comes with a 10 year warranty
Fire Rated R - Value Air - Sealing Hand - Hold
Some of Different Hatch Covers
The Energy Guardian
Battic Door kits
Therma-Dome Attic Stair Cover
Kamco Supply - Attic Hatch Cover
These Items are NOT Insulation
▪ This is part of the normal air sealing measure (Fill wiring and plumbing holes
with expanding foam. – Caulk around electrical junction boxes, and fill holes in box with caulk. Plumbing by passes and
chimney by passes)
Add On Measures
Add on Measures - Insulation
▪ Available Insulation Incentives – Attic
– Wall
– Basement
– Crawlspace
*including Attic Hatches, Vents, etc.
All homes meeting the criteria for insulation must be reviewed to
determine incentive.
Additional Verification may be required (photos)
Add on Measure - HVAC
▪ Heating System Replacement and Conversions
– The heating system should be viewed upon visit to
determine efficiency
Vendors are required to work with customers to provide
incentive for replacement.
– Remember to review all options:
Is Natural Gas available?
Good candidate for Ductless Heat Pump?
Dig deeper:
• Components Evaluation
• ECM Pump Motors
• Boiler Water Reset
Add on Measure – Window Replacement
▪ Single Pane Windows
– If single pane windows are found in the home, the
customer should be made aware of the possible
incentive for replacing their windows with Certified
Energy Star Double Pane. The Certified Product
Directory (CPD) number must be listed on quote.
All invoicing cannot exceed quote and must be documented with
quote information (Certified Energy Star, CPD)
Incentive Qualification Tool
▪ The calculation sheet is used to determine the possible incentive for Insulation. During the initial visit, the tool must be utilized to determine configured incentive amount and provide a timeline for approval. – For Window and Heating System Replacements, the
calculation would be performed after the quotes are received.
▪ All proposed incentives are to be submitted to the email address: [email protected] – The approval or denial will be sent back to the vendor
through this email address. Vendors are required to document all information and upload the
information in CLMTRS under the Docs tab.
Incentive Qualification Tool
Attic and Sidewall Insulation Calculation
Below Grade Insulation
(Basement/Crawlspace) Calculation
Window Replacement Calculation
HVAC Calculation
Calculated Incentive
Approvals/Denials
▪ Vendor will calculate the incentive and email
HES-IE through the email address:
Reminder: The Incentive Excel Sheet must be sent saved as:
Vendor Name, Work order #, Customer Name.
The applicable quotes must also be submitted.
For Windows, the photos of the single pane windows must
accompany the request.
▪ HES-IE will review the calculation and provide
vendor with approval or denial within 48 hours.
Field Service Tool
▪ This document must be used for each work
order. The Technician is responsible to complete
it entirely. The document must be uploaded onto
the Docs tab in CLMTRS upon invoicing
– This is important to document what was done during
the visit as well as recommendations.
Sample of FST
Invoicing for Single Family
▪ Reminders
▪ All invoices must be itemized
– Documentation (including FST), copy of contractor
invoice
▪ Other
– Basement Insulation
– ECM Pumps
– HPWH
All must be entered as a “Custom Measure”
Client Education
▪ Customer-Centric!
– Client Education/Kitchen table wrap up is an
opportunity to leave a positive impression on the
customer.
Review the HES-IE booklet with the customer to demonstrate
the measures performed, possible add on measures and what
they can do to reduce their energy costs.
Customer Surveys
▪ All HES-IE customers receive surveys upon completion of work through U.S. Mail and or email by the HES-IE Team. – Customers submit completed Surveys through email or U.S.
▪ Vendor may survey customers, however, no survey should be filled out by the technician or in front of the technician. The survey must be left with the customer to complete. – All surveys returned to the Vendor via email or U.S. Mail.
Great Opportunity to collect customer email address and add to work order in CLMTRS.
Core Service Evaluations
▪ Core Service Evaluations – Email sent weekly to [email protected] for
following weeks work schedule
– An Excel spread sheet must contain the following information that must be included in your submitted spread sheet. CLP Job ID - (CT14-000000) Customer Name – (John Doe),
Vendor – (ABCDEFG) , Technicians Name, - ( Job Tech), Appointment Date – (September 12th 2014), Appointment Time – (10:00AM), City – (Stamford), Address(123 Bethere St), Customer Contact phone #(203-987-6543), and Project Current Status – (Scheduled).
▪ Cancellation of scheduled jobs – All cancellations must be documented and sent to the
Inspector via the email address
Coming Soon….
▪ Android
– Scheduled date will be added to CLMTRS
▪ Scorecard
– Overall MMBTU savings
▪ Single Family Goals per Vendor
– Units, Dollars and Savings
▪ Neighborhood Canvas 2015
– 2015 Program no longer available
Multi-Family
Components of HES-IE Multi Family
▪ Blower Door Testing Sample – Window Glaze, if used, is part of air sealing
Not to be invoiced separately
▪ DUCT Sealing
▪ Replacement of Incandescent bulbs – Incandescent to CFL
– Incandescent to LED
▪ Water Saving Measures – Showerheads cannot exceed 2.0 GPM
– Faucet Aerators cannot exceed 1.5 GPM
▪ Refrigerator/Freezer LOA form
▪ HVAC system information – Reset Control
– ECM Pump Motors
▪ Window Review
▪ Insulation Calculation
▪ Heat Pump Water Heater
Comprehensive
“multiple units at a time”,
with a focus on all energy use.
Excellence in Customer Service
▪ Customer Excellence
– All Vendors are required to be Customer Centric.
– All Employees are expected to create a positive
experience for each customer.
This begins with scheduling the customer for an appointment,
following through on commitment, and working with the
customer to gain approval and understanding.
– It’s exceeding customer expectations!
Potential Projects
▪ Potential multi-family project sites are identified by Vendor/PA or Property Manager/Owner.
▪ Owners or Property Management Companies are informed of the project process and the site is assessed to determine measures needed at the site.
▪ Vendors are required to market to Multi Family sites.
▪ When a vendor brings the lead forward (if not previously taken care of through the program) the Project will be assigned to that vendor.
▪ All leads brought in by other sources will be assigned throughout vendor base. – Assignment will be based on assigned territory, current work load,
timeliness of work, and adherence to program rules. All Housing Authorities currently are served by Community Action Agencies only.
Enrollment Process
▪ For Multi Family Complexes (5 units and above),
the property manager must complete the Income
Verification Form.
– If 66% of the tenants qualify for HES-IE services, the
complex can receive services through the program.
Income Verification Form
Revenue Codes
▪ Energy Efficiency budgets and program funding is
established based upon energy usage by revenue
class. This usage is captured by revenue code.
– Multifamily properties are provided utility services through
two possible options:
Master metered
Common area and Individual tenant metering
▪ To consistently serve multifamily projects, the use of
revenue code has been utilized to determine which
budget provides the funds for the EE measures
recommended.
Site Visit
▪ A site visit is scheduled with the Owner/Property Management Company.
▪ The vendor will determine the measures needed at the site and will complete the approved analysis documentation forms. – Lighting Audit
– Blower Door Sample
– HVAC Documentation and applicable quotes
– Insulation Current R Value, Photos, and applicable quotes
– Window Assessment, Photos, and applicable quotes
▪ Comprehensive Projects may qualify for an additional incentive. All calculations are determined based on cost effectiveness through savings.
Lighting Audit Process: ▪ Conducting a lighting audit consists of inventorying the existing lighting
fixtures in each functional area of the interior unit(s), common area(s), parking lot(s) and the exterior area(s) of a multi-family building and/or complex. – The overall goal of the lighting audit is to gather all data necessary for maximizing
lighting efficiency and reduce energy costs without compromising the safety of the residents of the property.
▪ Prior to the site visit the Program Administrator (PA) and/or the vendor shall fully explain what qualifies a fixture(s) and/or lamp(s) for replacement to the customer. The PA will inform the customer of the lighting incentive(s) for the property after the lighting audit is completed and screened for energy savings. – The lighting auditor should request interior and exterior building plans/drawings if
available.
– The building maintenance staff should accompany the lighting auditor during the audit in order to gain access to all areas that have lighting replacement potential. In addition, maintenance staff must be present in order to answer any questions concerning fixture type and wattage. Incentives are provided for existing fixtures that are currently operational. Lighting not in use or
broken are not incentivized
Lighting Audit Continued
▪ While conducting the audit, the auditor will:
– Fill out the data collection sheet(s)
– Take photos of the existing fixture(s) and the lamp(s)
that exist.
▪ The audit must consist of all lighting in each
room. An excel spreadsheet will be used to
provide documentation for each room. NOTE:
The Audit must be submitted to the PA in the
excel format.
Lighting Documentation Date
Site Name
Site Address
Building Number
Auditor
Location Lamp Type Lamp Wattage Lamp Quantity Fixture Type Fixture Quantity Mounting Type Recommendation/Comments:
▪ The auditor should sample a percentage of each
unit type and one hundred percent (100%) of the
common area, parking lot & exterior area(s). 20%
of studio units, 20% of one bedroom units, 20%
of two bedroom units, 20% of three bedroom
units etc.
▪
Blower Door Test Sampling
Additional Measures ▪ HVAC
– Boiler/Furnaces
– ECM Pump motors
– Heat Pumps
– Boiler water temperature reset
▪ Window
▪ Insulation
▪ Domestic Hot Water – ECM Pump motors
– Heat Pump Water Heaters
– Direct Fired/High Efficiency Gas water heaters
▪ Custom Measures – Other measures that may be warranted and have energy savings
All Vendors should determine if there is a need for additional measures. Documentation should accompanying Project Data sheet.
Projects Submitted by Vendors
▪ Vendor are required to provide Multi Family
projects. All Vendors must develop leads and
work with the Owners/Property Managers.
– In doing so, Vendors will determine if the site is in need
of energy efficiency measures. The owner/property
manager will also advise if they are going to proceed.
– Insulation quotes will be accepted “up to $1.45 per SF”
for Vendor Submitted projects.
The Vendor should take note that the higher the insulation price,
the larger the co-payment for the customer. This may prevent
completion of a project.
Customer Submitted Projects
▪ Owners/Property Managers also call directly for site assessments.
▪ All Customer Submitted Projects must have best quote for insulation. The “up to $1.45 per square foot does not apply. – The Vendor will be required to provide best price quotes and
the customer will also be informed they may proceed on their own.
▪ NOTE: For both Vendor Submitted and Customer Submitted Projects the Owner/Property Manager may at any time decide to move forward on their own for Add on Measures (Window, HVAC, and Insulation).
Letter of Agreement
▪ Upon receipt of “complete” proposals, LOAs will be written. – 30 day goal to create LOA for all completed proposals
– Vendors will be advised of all Incomplete proposals
▪ The project group is created in CLMTRS with the applicable work orders.
▪ When the LOA is counter signed, the PA will advise the Vendor of the project group Name and provide the following: – LOA Exhibit(s) applicable to Vendor.
– Field Worksheet with specified measures.
▪ If fixtures are required, the PA will process the request. – All other measures the Vendor may proceed with.
LOA’s not Counter-Signed
▪ All LOA’s not counter signed within the noted
time-frame will be cancelled.
– Vendor & Property Manager/Owner will be notified
Client Education for Multi-Family Customers
▪ All Vendors are required to provide a leave
behind notice to each tenant advising of the work
that was performed.
– This will inform the customer of the work that was
provided through the fund.
Client Education Leave Behind
Invoicing for Multi-Family Projects
▪ Vendors must invoice upon completion of the
project.
– Vendor may invoice when a particular measure is
complete.
▪ Vendors may not invoice for any measure that is
not listed on the LOA
– If not on the LOA, an Addendum must be written and
counter signed.
Until this is done, the measure should not be installed.
Administration Fees
▪ Lighting Audit
– Fee structure under development
▪ Vendors may request an administration fee up to
5% for additional measures such as Window
Replacement, Insulation upgrades and Heating
System Replacements.
– The request must include detailed information (Scope
of work for labor costs, commissioning services costs
etc.) on the activities the vendor will perform for each
fee requested.
Inspections
▪ Invoice Submitted
– PA will inspect work prior to approving invoice
Coming Soon….
▪ Scorecard
▪ Overall MMBTU’s
▪ Multi Family Goals per Vendor
– Units, Dollars and Savings
▪ Fixtures – Vendor Ordering
Fixture Suppliers
