Breakout Group 2

Assess 

Customers: 

• Cons: customers could end up using more electricity/energy if they did not have centralized A/C prior to technology installation. 
• Pros: better air quality 

Contractors: 

• Cons: Difficult retrofits (ductwork, electrical backup), training 
• Pros:  

Barriers: 

• Contractors knowing what piece of equipment to install 
• Customers that meet income requirements may not be on the eligible rate code 
• Renters are unfamiliar with EE programs & how to confirm eligibility 
  • Improving landlord’s property – how to avoid cost shifting 
• People tend to ignore generic mailers 
  • “Same old” marketing strategies won’t impact new markets 
• How to prioritize communities – which communities would we target first? 

Custom vs. prescriptive savings program – affects customer journey & savings accuracy 

Define 

Metrics: 

• Energy savings (pre/post meter read, determine AMI capabilities) 
• Customer sentiment (surveys – need to be in multiple languages to ensure accurate representation within survey responses) 

Data collection: 

• Population of income qualified (maybe use Census data?) & determine how many eligible customers were reached 

Barriers to data collection: 

• Accuracy vs. cost 
• Managing applications 

Solve 

Program Design:  

• Prescriptive program – for ease & to facilitate data tracking 
• Pair the program with weatherization as a requirement 
• More detailed customer definitions 
  • Target highest users first to capture largest savings 

Strategies: 

• Open solicitation/training for TAMs/contractors 
• Go to neighborhood meetings in person as guest speaker 
• Testimony from customers 
• Social services to program 
• Direct engagement 
• CBOs 
• Know the rate of intake so customers don’t have to wait for eligibility verification 
• Customer education on “why you should care” 
  • Custom ROI calculator & air quality 
  • Non energy benefits 
  • “Free” – but have legitimacy for trust 
• Inspections – use photos 
• Incentivize contractors, not customers (assuming quick pay back) 
• Mechanism for ensuring that the system will be fixed if installed improperly 

Breakout Group 3

Assess 

Customers: 

• Pros: 
  • Can drive market change due to equipment being free 
  • Creating opportunities for minority owned & operated businesses 
• Cons: 
  • Placement of HPWHs 
  • Uncertainty if this tech will be the right product for low income customers 
  • Outreach will be more challenging 

Contractors: 

• Pros:  
  • Take out choice might be beneficial for the trade allies 
  • Bilingual technicians can be helpful for customers 
• Cons: 
  • No insulation check (windows, insulation, roof) 

Barriers: 

• Elderly customers may not want to participate 
• For customers in multi-family buildings – how can the program motivate the property manager? 
• Want to ensure that trade allies don’t rush to participate – will need to develop a process 
• Installation barriers 

Define 

Metrics: 

• Need to track declines vs. ineligible customers 
• Available population vs. participation 
• kWhs saved 
• Operational cost projections pre and post-project 
• Installations by trade allies 
• Marketing effectiveness – customer satisfaction 

Data collection: 

• Through the contractors at time of installation 
• Customer service 
• Focus groups 
• Need to QA/QC a % of participation 

Barriers to data collection: 

• Trade ally resistance to paperwork – use technology 
• There will be different language needs – use CBOs 

Solve 

Marketing: 

• Target oil/propane customers 
• Segmented marketing 
• Use diverse methods 
• Events, religious organizations, senior centers 

Education: 

• Use community partners & train them 
• Develop quantitative messaging 

Gather data from eligible customers 

Use variety of marketing methods 

Incorporate parameters to help them self-select 

Incorporate contractor training 

Incorporate property owner value proposition – $ of attrition 

Help property managers communicate the benefits to their employees and tenants