Smart Metering: Meeting the Key Customer Challenges on the … · 2019. 9. 2. · Overview q...
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Doug Currie Hydro One Networks Smart Metering: Meeting the Key Customer Challenges on the Road Ahead
Transcript of Smart Metering: Meeting the Key Customer Challenges on the … · 2019. 9. 2. · Overview q...
Doug Currie Hydro One Networks
Smart Metering: Meeting the Key Customer Challenges
on the Road Ahead
Presentation Outline
1) Background: Hydro One’s Smart Meter Project
2) Customer Communications 2006 3) Customer Survey Research 4) Key Challenges Going Forward
Overview
q Ontario Government Policy Create an energy conservation culture across Ontario and help consumers better manage their electricity use qOver next 20 years Ontario will need to replace or
conserve >80% of generating capacity ($70B) q Install smart meters in all homes and small
businesses by 2010 q Hydro One’s Commitment q 2006 (28K meters) q 2007 (240K meters) q 2010 (1.3M meters)
q Migration of customers with smart meters to timeofuse rates planned for Q1 2008
Meter Deployment Metrics: 2006
q Smart Meter Deployment qCommunity Pilot 13,774 qMass Deployment 6,802 qOther Meter Repl. 7,033 qTotal 27,609
q Other Key Metrics qSkips 1,093 qCustomer Calls 935
(3% of Meter Changes)
Smart Meter Deployment: 2006/2007
Customer Communications: 2006
q Communication Focus q Customers whose meters are being
replaced q The smart meter “installation” experience q Pragmatic, straightforward & helpful q Answer Frequently Asked Questions
q Communication Program 1. Direct mail letter & brochure package q Preinstallation (community pilot and mass) q Postinstallation (failed/rever/maintenance)
2. Installer Drop Card 3. Smart Meter Hotline 4. Smart Meter Web Site
PreInstallation Letter & Brochure Package
Installer Drop Card & Web Site
Customer Survey Research: 2006
q Survey Research Overview q Conducted in September 2006 q Total sample 1,000 customers q 500 Community Roll Out Pilot q Georgina/East Gwillimbury
q 500 Failed/Maintenance q Southern Ontario
q Margin of Error q Plus/minus 3.1%
Smart Meter Customer Installation Experience
Readership of Letter and Brochure
Usefulness of Letter and Brochure
Amount of Information Received on Smart Meter
Not Enough 33%
DK/Ref. 3%
Right Amount 61%
Didn’t Receive Anything
1%
Too Much 1%
Ontario will need to replace or conserve more than 80% of its generating capacity
over the next 20 years
Ontario produces just enough electricity to meet our needs
Ontario produces more than enough electricity to meet our needs
Don’t Know 9%
13%
31%
47%
0% 20% 40% 60% 80% 100%
Ontario will need to replace or conserve more than 80% of its generating capacity
over the next 20 years
Ontario produces just enough electricity to meet our needs
Ontario produces more than enough electricity to meet our needs
Don’t Know 9%
13%
31%
47%
0% 20% 40% 60% 80% 100%
Understanding of Current Supply Issues
Opinion of Smart Meters
23% 15%
41% 45%
64% 60%
11%
19%
14% 18%
14%
3% 0%
20%
40%
60%
80%
100%
A Great Idea A Good Idea Total Good Idea
A Fair Idea A Poor Idea Don’t Know/ Refused
Original Knowing Start Up Fee
Concerns About Smart Meters
Interest in Further Information
Future Modification of Energy Consumption
DK/Ref. 4%
Make Significant Changes To Your Energy Consumption
12%
Make Moderate Changes To Your Energy Consumption
46%
Energy Consumption Stay The Same As It Is Now
38%
Key Customer Communication Challenges Going Forward
q Customer migration/acceptance of TOU pricing q Successfully linking supply issues, smart metering, TOU
pricing, and modified behaviour q Enhancing the customer smart meter
experience q Practical information and benefits of
conservation/DSM qMarket transformation/introduction of Inhome
conservation/demand management technology q (Real Time Monitors, Automation and Load Control Devices, etc)
q Mounting an effective and well coordinated marketing/education campaign qMinistry of Energy, LDC’s, OPA/Conservation Bureau,
IESO and OEB
