client communication and energy education jackie berger aci nj march 5, 2010
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Presentation
• Importance of Communication and Education
• Sales and motivation
• Opportunities
• Maximizing Impact
• Evidence of Impacts
• Summary
2
Importance
Low-Income Home Performance
Acceptance/Motivation/Participation Sales
Improved diagnostics Improved diagnostics
Measure persistence and impact Measure persistence and impact
Behavioral opportunities Behavioral opportunities
Satisfaction Satisfaction
4
Importance
5
What are the benefits of WRAP? (Unprompted)
Energy education 36%
Lower electric bills 35%
Lower electric usage 18%
Safer or more comfortable home 11%
New appliances 9%
Improvements to home 6%Average program expenditures: $2,600
Source: APPRISE, 2006. From PPL WRAP evaluation client survey.
Importance
6Source: APPRISE, 2006. From PPL WRAP evaluation client survey.
What is the most important benefit of WRAP?
Lower electric bills 27%
Energy education 19%
Safer or more comfortable home 11%
Lower electric usage 10%
New appliances 10%
Understand Client Needs• What do they hope to get from the program
or services?
8
Why did you want to receive WRAP?Reduce electric bills 64%
Improve comfort of the home 20%
Reduce electric usage 9%
Difficult financial situation 6%
Told to enroll 3%
Received new appliances 2%
Source: APPRISE, 2006. From PPL WRAP evaluation client survey.
Sales and Measure Acceptance• Establish relationship
• Build trust
• Explain benefits– Lower bills– Improved comfort– Improved health and safety
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Assumptions about Education• Behavioral changes can reduce energy
usage and energy bills• We can teach individuals how to change
behavior• We can motivate individuals to change
behavior• We can identify the changes that will lower
bills and provide reinforcement
11
Decisions We Make
• Heating temperature
• Use of air conditioner
• Whether to run dishwasher
• Whether to turn off the computer
• Type of lights to install
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Potential for Savings
• 2000/2001 California Experience– Electric Crisis / Public Information Campaign– 10% Reduction in Peak Demand / 7% Reduction in Usage
• 2001 RECS / 1997 RECS– 25% Gas Price Increase– 8% reduction in heating degree days– 16% Gas Usage Reduction– Change by Income Group
• Lowest income group = 16%• Other income groups = 15%, 20%, 17%
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Potential for Savings
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Wattage Reduction NumberAnnual Savings
Electric Measures kWh
Turn off lights 60 4 hrs/day 4 350
Turn off lights at night 60 8 hrs/day 2 350
Reduce central AC 3º All times 250
Reduce TV usage 100 4 hrs/day 2 292
Turn off computer 250 8 hrs/day 1 730
Gas Measures Therms
Turn down water temperature 10° All times 25
Turn down thermostat 2° All times 84
Use cold water for clothes washing Cold wash 4/week 52
Set back temperature at night 4º Night 58
Potential for SavingsECW Plug Load Study
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• Telephone survey and mailed appliance survey• 50 site visits
– Household survey
– Electronics inventory
– Metering (5-30 appliances per home)• Metered for one month
• 6-minute intervals
• Computers, televisions, audio, telephone, • HVAC – space heaters, dehumidifiers, room AC,
fans, humidifiers• Kitchen appliances
Potential for SavingsECW Plug Load Study
16
Computers
Potential Savings from Full Power Management
% of homesEstimated
Annual Savings
Always on 20% 400
Long idle periods 40% 190
Off when not in use 25% 15
Not used much 15% 2
Average savings 160
Potential for SavingsECW Plug Load Study
17
Wattage When
Not in UseAnnual kWh Savings if
Unplugged When Not in Use
Mini Stereos 23 200
Older TVs 7 58
Printers 6 43
DVD/VCR Player 7 59
Achieving Impact
• Is there an opportunity?– Energy intensity (Watts)
– Hours/day reduction or degree reduction
– Number of appliances
• Tailored to the client– What is the savings potential for your client?
– Is the client already undertaking that behavior?
– Will the client adopt the behavior?
– Will the client retain the behavior?
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Active/Passive
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Active Passive
Turn down thermostat before bed Programmable thermostat
Turn off lights outside at 10pm Timer on lights or tv
Turn off computer Use of computer power management
Reduce hot water temperature Dishwasher set to energy saving mode
Upgrade appliances
Education Options
21
• Partnership between program/educator and customer– If successful, customer has more motivation to take
steps to reduce energy usage
• Understanding the energy bills– If the customer understands how to read the bill and
determine when usage is decreasing, it provides positive re-enforcement for energy-saving actions
• Energy use and costs around the home– Allows customer to make decisions about energy usage
based on the costs of those uses
Education Options
22
• Customer goals for usage reduction
• Customer action plan– Provides motivation for customer to reduce energy
usage– Provides direction for customer
• Follow-up– See how savings plan is working– Positive reinforcement– Adjust goals or set additional goals
Program Examples
24
NJ Comfort Partners Ohio Electric Partnership Niagara Mohawk
Partnership Explain purpose Usage questionnaire
Education notebook Review bill Program delivery based on usage (In-home, workshop, or video)
Projected energy savings
Usage analysis Customer included in inspection
Review options Uses and costs Identify customer incentives
Action plan Action plan Develop action plan
Additional steps Additional steps Review responsibilities
NJ Model
25
• Partnership model• Initiate partnership when first contact is made• Explain the program• Confirm the partnership in the home
– Benefits to each partner– Responsibilities of each partner– Sign the partnership agreement form
• Information gathering– Family’s needs, wants, behaviors– Review of customer’s bills
NJ Model
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• House tour– Identify measure installation opportunities– Determine usage habits– Install qualifying measures
• Calculate current costs and projected costs with energy savings
• Review options for measures and actions• Make decisions and complete Partnership
Agreement Action Plan• Follow up on responsibilities
NJ Model
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• Education Notebook and Note cards
• Partnership Agreement Form
• Action PlanReduce Costs of: Actions/Measures Estimated Annual Savings
Electricity Gas
Home heating
Home cooling
Water heating
Appliances
Lighting
Other
Customer MotivationSurvey Results
28
NJ Comfort Partners
Niagara Mohawk
It is somewhat or very difficult to pay energy bills
76% 92%
Reducing bills is a benefit of saving energy
71% 74%
Reduce energy usage or bills is the most important benefit of the program
--53%
Program ImplementationObservation Results
29
NJ Comfort Partners Ohio Electric Partnership Niagara Mohawk
Partnership agreement not explained
Program not described Energy use is reviewed
Education notebook not used Bill not explained Cost of use is calculated
Visit not explained Information on uses is collected
Explain diagnostic steps
Bills not reviewed Costs not estimated Discuss appliance usage
Actions not discussed Actions sometimes discussed during walkthrough
Actions discussed during walkthrough
Work and actions were explained during walkthrough
Action form not used Actions not reviewed at end of visit
Cost savings estimates not provided
Action commitment not discussed
Action form not filled out
Program ImplementationSurvey Results
30
NJ Comfort Partners
Ohio Electric Partnership
Niagara Mohawk
The service provider’s responsibility is to reduce energy usage or energy bills
30% 48% 44%
The customer’s responsibility is to reduce energy usage or follow recommendations
30% 55% 54%
The benefit of the program is reduced energy usage or bills
40% 67% --
Program ImplementationSurvey Results
31
NJ Comfort Partners
Ohio Electric Partnership
Energy bill was explained 52% 70%
Written list of actions was provided
42% 56%
Estimate of $ savings from actions was provided
26% 60%
Program ImplementationSurvey Results
32
NJ Comfort Partners
Ohio Electric Partnership
Niagara Mohawk
At least 1 non-prompted action
17% -- --
High energy savings potential
-- 31% 60%
Low energy saving potential -- 47% 23%
No action -- 22% 13%
Achieving Impact
33
Direct Install
WorkshopMass
Mailing# of CFLs Received 9.8 4.3 4.0# of CFLs Installed 9.8 3.2 2.8# of CFLs In Use 9.1 3.2 2.7# of CFLs used > 30 minutes/day
5.7 2.6 2.1
# of CFLs used > 4 hours/day
2.8 1.1 1.3
Source: APPRISE, 2007. From CO First Response Program evaluation client survey.
Achieving Impact
34
Source: APPRISE, 2007. From CO First Response Program evaluation client survey.
Water Thermometer Use
Direct Install
WorkshopMass
Mailing
Recalled Receipt 42% 78% 54%
Understand How to Use 39% 67% 41%
Used Thermometer 20% 48% 22%
Changed Water Temperature Setting
18% 42% 26%
Achieving Impact
35
Source: APPRISE, 2007. From CO First Response Program evaluation client survey.
Question: Have you made any other changes to reduce your energy use as a result of the program?
Achieving Impact
36Source: APPRISE, 2007. From CO First Response Program evaluation client survey.
Direct Install
WorkshopMass
Mailing
Reduced Use of Heat 9% 27% 13%
Reduced Use of Air Conditioning 3% 7% 10%
Discard Unused Refrigerators 5% 9% 4%
Turn Off Computers Not in Use 7% 11% 8%
Turn Off Lights Not in Use 6% 21% 13%
Wash Clothes in Cold Water 9% 19% 10%
Question: What other action have you taken to reduce your energy use as a result of the program?
Achieving Impact
37
Source: APPRISE, 2007. From CO First Response Program evaluation client survey.
Direct Install
WorkshopMass
Mailing
Program was Very Helpful 64% 81% 53%Energy Bills are Lower 53% 51% 39%
Ongoing Communication
39
Source: APPRISE, 2007. From PECO LIURP evaluation client survey.
How many of the LIURP monthly energy saving letters have you read?
Obs.Mean Electric Savings (kWh)
All 64 1038Most 35 900Some 44 627One/None 17 552Don’t Remember Letters 73 877
Behavioral Impacts
40
Source: APPRISE, 2007. From PECO LIURP evaluation client survey.
What energy-saving actions have you been able to take since the provider came to your home? (Action mentioned with greatest expected savings)
Obs.Mean Electric Savings (kWh)
Avoid space heaters 7 2253Disconnect unused refrigerators/freezers 8 1395Reduce use of electric dryer 4 1250Use CFLs 69 1148Accept LIURP services 15 1148Turn off unused lighting 29 1021Turn off unused television/computer 17 777Other/don’t know 15 518Alter thermostat settings 15 369Weatherization measures 37 365New appliances 4 203None 13 13
Behavioral Impacts
41Source: APPRISE, 2007. From PECO LIURP evaluation client survey.
Reduced use of _____ as a result of participating in the program?
Obs.Mean Electric Savings (kWh)
All Customers 233 854
Electric space heater**yes 105 1150
no 128 611
Air conditioneryes 136 947
no 97 723
Electric dryeryes 71 995
no 162 792
Dishwasheryes 64 641
no 169 935
Behavioral Impacts
42Source: APPRISE, 2007. From PECO LIURP evaluation client survey.
Reduced use of _____ as a result of participating in the program?
Obs.Mean Electric Savings (kWh)
All Customers 233 854
Dehumidifieryes 18 1058
no 215 837
Number of lights left on all night*yes 43 1174
no 190 781
Lightsyes 161 879
no 72 797
Behavioral Impacts
43Source: APPRISE, 2007. From PECO LIURP evaluation client survey.
Average number of hours CFLs are used
Obs.Mean Electric Savings (kWh)
1-2 29 649
3-4 54 819
5-6 58 705
7-24 32 1012
Don’t Know 60 1044
Behavioral Impacts
44Source: APPRISE, 2007. From PECO LIURP evaluation client survey.
What do you feel is the most important benefit of the program?
Obs.Mean Electric Savings (kWh)
Lower Energy Bills 72 1015
Energy Education 69 796
Safer/More Comfortable Home 17 769
Specific Services 23 671
Lower Energy Use 24 523
New Appliances 6 433
Compliant 3 1318
Don’t Know 19 1227
Summary• Benefits of communication and education
– Increased sales/acceptance– Increased impact
• Opportunities– Many have behavioral change opportunities– Evidence shows that we can reduce usage
• Maximizing Impact– Explain, motivate, reinforce
• Evidence of Impacts
46
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