Aclara Smart Grid philosophy The Smart Grid operates
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Aclara Smart Grid philosophy The Smart Grid operates in real time, and so should your customer-engagement and energy -efficiency programs. Company Confidential
Efficiency in real time Aclara Software solutions work with real data in near real time, offering the individualized intelligence that consumers and utilities need to act. Other solutions offer statistical analyses based on history. Company Confidential
Green Grid via an educated consumer Consumer engagement & education Utility Intelligence Make the grid more reliable and efficient : • Customer information analytics Data Utility efficiency, revenue management, load research & settlement, distribution asset analysis & management MDM & Analytics Smart Consumer Keys to informing and motivating utility consumers: • DR • Alerts • Energy advisor • Bill analysis Consumer enablement Data Power AMI Data Infrastructure Engines that make information valuable: • Meter/integral data management • Smart Grid device management Generation T&D Data Company Confidential Renewables/Solar Co-generation Smart meter Smart device
Educating the consumer-keys to customer engagement Management of massive volumes of data Multichannel Leverage behavioral techniques Continuous analytical improvement • Delivery to the customer via the most efficient means • Use social norms • Identify personas • Incorporate new data and insights to hone customer intelligence • Web, mobile, paper, and IHD • Apply smart defaults • Adaptive • Ask for commitments • Leverage internal data • Apply smart defaults • Provide implementation guidance Company Confidential • Simplify complex rate structures
Customer-utility relationships have evolved Company Confidential
Measurable energy efficiency results Goal: Measure energy impacts from use of the online application Process Results • Independent evaluator, Opinion Dynamics, conducted study with data from US utility • Performed and pre- and postbilling analysis • Studied energy usage for customers who completed the detailed analysis vs. those who did not use the application Company Confidential • Average 2. 8% reduction in energy usage • Measured savings of up to 4. 8% for some customers • Average annual savings of 489 k. Wh per household
Case Study: PPL Customer care and technology partnership engages consumers Serve over 1. 4 million electric customers • First utility in Pennsylvania to track hourly usage for all customers • 462, 736 web profiles created since June of 2007 • 85, 127 daily energy use and weather graphs viewed in February, 2010 • Awards: Deployed Aclara web and CSR applications (2006 -2008) • 24 months of hourly/daily usage available to both residential and commercial customers • Aclara customer engagement applications • Load analysis: AMI data presentment • Bill-to-date tracker: bill information projected and in real time • 2009 Metering America Customer Service Project • Energy center: integrates billing and energy analysis for customer • Utility of the Year’ 2008 – Electric Light and Power • Aclara CSR module with bill and energy data • JD Power awards-(for the period of 2000 -2009, PPL won 14 awards; 7 Residential, 7 Business-the most of any utility in the nation for this period) • Designed for easy data access, ensuring fast response times Company Confidential • Customer service representative (CSR) training
Case Study: Measurable customer service results Results of Smart Consumer applications: 55% 90% Increased first call resolution 10% Over of these customer use application every month Company Confidential 30% More than of all PPL EU customers (about 400, 000) have registered 32% 43% Customer satisfaction scores increased
Bill-to-date. Meter highlights “Bill-to-Date” / Predictable Bill Company Confidential
Software Consumer functionality Current Modules in place for residential and business customers § Dashboard § Bill Analysis, Bill History and Payment History § Energy Analysis § AMI Presentation (limited customers) § Available for Self Service and Call Center § Personalized Energy Report § K-12 Program Company Confidential
Customer Engagement Apps: Mobile Customer convenience and choice Most popular my account features Mobile web browser Applet prototype Company Confidential
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