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Transcript of © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San...
![Page 1: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/1.jpg)
© 2001 The Gas Company. All copyright and trademark rights reserved.
CPUC WNA Public WorkshopSan FranciscoJuly 21, 2009
SoCalGasWhole Neighborhood Approach“Suburban” Geographic Segment
![Page 2: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/2.jpg)
Map of SCG Service Territory
2009 2010 2011
110,864 143,540 145,874
Eligible Customers Rural Urban
2,024,477 213,625 1,810,852
![Page 3: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/3.jpg)
Marketing & Outreach Strategies
• Bill inserts, direct mail, outbound calling, email blasts, web interest form, events, partnering & canvassing (WNA and traditional) are all ways SCG uses to market its Direct Assistance Program (DAP).
• SCG continues to explore new ways to increase program awareness by leveraging internal and external relationships (e.g., Public Affairs – internal; Municipal, Political, Non-Profits, CBOs - external).
• Additionally, SCG is partnering with its contractor network to provide LIEE program services in conjunction with LIHEAP and CDBG activities.
![Page 4: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/4.jpg)
Marketing & Outreach Strategies
• WNA Highlights: • SCG Direct Mail• Outbound Calling• Leveraging (LIHEAP, CDBG)• Partnerships (LATTC)
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Lead Processing & Enrollment
• Leads are entered into the HEAT database by both SCG and the LIEE contractors depending on the source of the Lead.
• Leads are followed-up with a phone call by the assigned contractor to schedule an Enrollment & Assessment appointment in the customer’s home.
• Enrollments are initiated during the first home visit.
• If additional documents are needed, Enrollment & Assessment representatives work with the customer and/or landlord to complete all necessary documentation.
![Page 6: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/6.jpg)
Lead Processing & Enrollment
• WNA Highlights: • Canvassing List• Strategic canvassing effort• Increased open communication
• SCG to Contractor• SCG Internal• Contractor Internal
• “Reality Check” on Neighborhoods• Focused assessment of eligibility statistics
![Page 7: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/7.jpg)
Timeline and Overview
• Qualified customers are immediately contacted by designated contractor to schedule needed services (contractor assignment happens automatically in the HEAT database).
• Work is scheduled to minimize impact to customer
• Appliance repair & replacement and/or attic insulation will also be scheduled as quickly as possible.
![Page 8: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/8.jpg)
Timeline and Overview
• WNA Highlights: • Turn-key Contractor schedules own work. • SCG coordinates Contractor Mixed Services
• Enrollment and Assessment• Weatherization• HVAC
• Cooperation for Reporting Requirements• Open communication for future WNA efforts
![Page 9: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/9.jpg)
Timeline As Related to WNA Efforts
• Current efforts for WNA activities require a 3 week lead-time in order to coordinate :
• Neighborhood Identification• Neighborhood Definition (data extraction)• Direct mail, outbound calling, etc.
• Current efforts for WNA activity specifies a concentrated canvassing blitz (1 to 3 days) and no more than one week later for scheduled weatherization installation to begin.
![Page 10: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/10.jpg)
Inspection
• Customer is informed of LIEE services that are subject to 100% inspection
• Once assigned workflows in the HEAT system are completed an inspection workflow is kicked–off.
• SoCalGas field inspectors work with the customer to schedule and complete the inspection at the customers convenience.
![Page 11: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/11.jpg)
Inspection
• WNA Highlights: • On-site Inspections
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Completion of Treated Homes
• After the customer agreement has been completed and invoiced in HEAT, a home will be designated as treated.
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SCG WNA Results
A B C D F
Neighborhood (County, Zipcode, Zip+7 etc.) Targeted
Total Residential Customers
Total Estimated Eligible
Total Treated 2002-2008
Total Treated Year-to-Date Results
Neighborhood A in zip code 92801 - CAPOC 1811 1084 89 7 0.7%
Neighborhood A in zip code 90744 - REMCO 6994 3008 259 345 12.6%
Neighborhood A in zip code 90631 - TELACU 1234 878 52 105 12.7%
Neighborhood A in zip code 90631-47 - TELACU 465 215 14 46 22.9%
Neighborhood B in zip code 90631-48 - TELACU 253 107 71 13 36.0%
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WNA – Wilmington
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Wilmington WNA
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Emerging SCG WNA Strategy Example: Avalon-Carter/REMCO in
Wilmington
• First Effort of large geographical area focusing on PRIZM
• “Mayor’s Day of Service” Event • Approximately 3008 eligible customers• Pre-Appointments – 55• Not-at-home rate of 47%• Not Interested of 20%• Enrollment rate of 13%• Additional expenses for on-site command post,
booth, block closure• Cumbersome post-effort analysis
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WNA – La Habra
![Page 18: © 2001 The Gas Company. All copyright and trademark rights reserved. CPUC WNA Public Workshop San Francisco July 21, 2009 SoCalGas Whole Neighborhood Approach.](https://reader035.fdocuments.us/reader035/viewer/2022062422/56649e875503460f94b8acb0/html5/thumbnails/18.jpg)
Emerging SCG WNA Strategy Example: TELACU in La Habra
• Early effort targeted a large geographical area based on a map grid.
• Approximately 878 eligible customers• Not-at-home rate of 83%• Enrollment rate of 13%• Additional expenses for on-site command post• Cumbersome post-effort analysis
• Later effort targeted a smaller geographical area based on zip7 addresses.
• Approximately 107 eligible customers (one zip7 area)• Not-at-home rate of 77% (combined)• Enrollment rate of 36% • No on-site command post• Simplified post-effort analysis using zip7 data
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SCG - WNA
Examples of upcoming efforts:• Southgate/Lynwood WNA effort using six
separate zip7 areas . • Approximately 1,100 eligible customers (about
180/zip7)• 71% in self-certification Prizm codes (combined)• Effort to be completed in July• Direct mail to customer prior to canvassing effort
• Monrovia WNA effort partnered with LAWorks CDBG project.
• Approximately 650 eligible customers (about 325/zip7)• 49% in self-certification Prizm codes (combined)• Effort to be completed in July• Direct mail to customer prior to canvassing effort
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SCG WNA Efforts
• Lessons Learned:• Focus on canvassing and enrollment and assessment
separate from installation• Allow for operational flexibility in planning with the
contractor• Define smaller neighborhoods (< 200):
• 1) increased accountability due to a clearly defined area and
• 2) a feeling that the clock is ticking and yet there is a manageable goal
• Smaller neighborhoods seem to be increasing the effectiveness of the outreach efforts
• Ability to change operations to increase efficiencies• New leveraging opportunities and partnerships• Tool for hard-to-reach customers and/or areas
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SCG WNA Efforts
• LIEE Program Enhancements due to WNA:• Increased monitoring to refine process• Increased data on results
• Contractors provide required reporting results• Beginning to provide additional information regarding
customers not home, not interested, etc.)
• Increased collaboration with other IOU’s, municipalities and other community organizations
• Overall has helped to increase awareness of the LIEE program
SCG is pleased with the contractor’s eagerness to assist and promote the program Improved communication and more focused effort
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Questions
CPUC WNA Public WorkshopSan FranciscoJuly 21, 2009
SoCalGas Whole Neighborhood Approach“Suburban” Geographic Segment