Opportunities for next-gen thermostats could bloom this spring December 22, 2011
Posted by Russ Henderson in Utility Industry News.Tags: Chartwell research, EnergyHub, Florida Power and Light, Honeywell, load control, Nest, Opower, smart meters, smart thermostats
5 comments
A new image of the smart thermostat was planted in the popular imagination in November.
The introduction of the Nest – a sleek, circular wall-mounted unit designed by former Apple designer Tony Fadell – was one of many notable stories this year in the field of home energy management, including the launch of EnergyHub’s Mercury thermostat and a new partnership between Honeywell and Opower to produce similar products. All this excitement could yield utility investment, especially if the EPA revives Energy Star certification for these devices in the spring.
Even the massive hype surrounding the Nest’s launch and the thousands of homeowners who flocked to buy them didn’t revive the faith of many utility executives. They asked: Where is the field test data?
The reason for the question is this. In 2009, the EPA stopped granting Energy Star certification for programmable thermostats because field tests by utilities – most notably Florida Power & Light – showed that the homeowners who used them actually burned through about 12% more electricity than folks without the supposedly cost-saving thermostats. As it turned out, users generally programmed the thermostats to perform in very energy-inefficient ways.
Whether the new generation of thermostats – or their users – will perform better remains unclear.
For one, EnergyHub claims that its Mercury thermostat platform has solved the usability problem. David Wechsler, vice president for business development, says that in field tests conducted last year by the company, 85% of users picked comfort settings that met or exceeded Energy Star efficiency recommendations. This compares to 71% of users in the Florida Power & Light study who either didn’t program their thermostats at all or created settings that were so slight their effect was negligible.
Nest, meanwhile, only started field testing in the second half of 2011, so the data is not yet available. Instead, the company uses computer models to demonstrate its cost savings.
Utility company executives say that, in the way that doctors should not prescribe untested medications or therapies to their patients, they are themselves unwilling to prescribe thermostats as a cure for high bills without some sort of official endorsement of their effectiveness.
Such endorsements may be coming soon. This spring, the EPA is expected to begin issuing Energy Star certifications for “climate controls” – a category of products distinct from “programmable thermostats” whose criteria were set in 2004.
The criteria that this new generation of thermostats must meet are at least as concerned with ease-of-use and intuitive programmability as they are with energy efficiency, says Abigail Daken, an environmental engineer with EPA’s Energy Star program.
What does all of this about thermostats – consumer products that anyone can buy over the Internet or from a home improvement store – have to do with utility companies? In my opinion, a great deal.
Of the articles and blogs I have seen on the subject so far, none has remarked on the family resemblance in system architecture between the new thermostats and advanced metering systems.
In the place of a smart meter is a smart thermostat that tracks energy usage. In place of a meter data management system is a cloud computing system that records and analyzes that data. And instead of communicating on the Zigbee protocol that most utilities have chosen – and is used by EnergyHub’s own HAN offering – the Mercury uses WiFi to interface directly with the customer’s home wireless router.
Of course, a smart meter tracks an entire home’s usage while a smart home thermostat only tracks the power used by the heating and air conditioning system. But climate control represents about 44 percent of the average home’s energy usage, according to the Energy Information Administration.
“It can be thought of as ‘load control as a service,’” says Wechsler of EnergyHub.
This service can be provided to customers with or without utility partnerships. Wechsler’s company has partnered with several utilities because the same system, with permissions from the customers, can be used for demand response.
That is, if customers agree, utilities themselves can reduce peak demand by turning down or switching off thousands of residential and customer heating and air conditioning units at critical times of day. And all of this is possible with or without installing smart meters, which utilities themselves usually pay for.
Of the 128 utilities contacted for Chartwell’s 2010 Smart Grid Survey, 38% of respondents reported that they were not considering investments to manage and store data related to customer end-use devices such as smart thermostats. About 17% said they were considering such investment, and 3 percent said they were in the process of taking such action. Times may be changing, though. Chartwell’s 2012 Smart Grid Survey will provide new findings early in the year.
It seems likely that more utilities will enter into partnerships with companies in the crowded home energy management market, but they may watch for a while to see which companies thrive and grow and which get trampled. Chartwell certainly will be watching that process in 2012.
Customers rise up against banks; Should utilities care? November 16, 2011
Posted by Chartwell Inc. in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer satisfaction, customer service, EMACS, EMACS - The Customer Experience Conference, utilities, utility, utility customer engagement
add a comment
It was interesting to watch last month as Bank of America (BOA), SunTrust and the other major banking institutions that sought to impose debit card fees had to retreat from their high ground and reverse course after customers finally rose up in revolt.
Despite this consumer victory, these are still tough times for customers. (more…)
Deconstructing disaster: deadly Alabama tornadoes teach AMI outage lessons November 15, 2011
Posted by Russ Henderson in Utility Industry News.Tags: AMI, AMR, cell phones, Chartwell, Chartwell reports, Chartwell research, disasters, distribution meters, outage communications, smart grid, smart meter, tornadoes, transformers, Webinar
1 comment so far
Tragic disasters can provide valuable lessons.
Perhaps few understand this better than the leaders of Alabama Power Company, which faced the devastation of hurricanes Ivan and Katrina several years before tornadoes took more than 250 lives and left 400,000 without power in the state earlier this year.
“We’ve had more customers out – nearly 700,000 didn’t have power after Katrina – but as far as damage goes, this storm was the most damage we’ve had in the history of our company,” Derl Rhoades, AMI network supervisor at Alabama Power, said during a recent Chartwell webinar. Rhoades was one of three utility leaders who shared lessons learned about using AMI to respond to power outages.
During the April tornadoes, Alabama Power lost 7,500 distribution poles and two substations, 400 transmission towers damaged or destroyed and workers replaced nearly 5 million feet of conductor line, Rhoades said.
It took 7,825 total personnel – 5,715 of them provided by other power companies or contractors – seven days to restore power to all of those customers, he said. What did Alabama Power learn about AMI outage response in the process?
- It is important to have redundant communications paths to all of an AMI system’s towers.
“We were fortunate this time. The top 40 feet of one TGB (tower gateway base) got bent over and it kept working,” Rhoades said. Had the tornadoes taken out several of the system’s towers, the AMI system would have been severely compromised and the response effort would have been hindered, he said.
- When possible, all AMI towers should have generator backup power in addition to battery backup.
- Develop portable communications towers. After Katrina in 2005, Alabama Power decided to create a 100-foot tower that could be hauled around on a trailer. The TGB on a trailer, or TOT, was completed in 2008 to respond to hurricanes but became useful in this year’s tornado response. The company has also developed smaller portable towers.
- Develop an alternative to the cellular backhaul in case cell towers are knocked out. Alabama Power is in the process of selecting a satellite phone technology as a backup to the cell backhaul.
“We’ve got to know what’s happening as soon as possible to get the power back on,” Rhoades said.
Distribution wasn’t the only department that used outage data during and after the storm, he said. Customer service wanted the information because they would need to handle the connection and disconnection orders after the storm, and the sales department wanted updates on major customers who had lost power.
Alabama Power’s AMI system proved an invaluable tool for graphically tracking the locations of outages and trends in restoration in real time, he said.
Chartwell will cover issues similar to this topic at our Outage Communications Summit today and tomorrow in San Diego, as well as during future Webinars.
EMACS Cross-Industry Presentations Shed Light on New Era of Customer Service November 2, 2011
Posted by Vanessa Edmonds in Utility Industry News.Tags: acsi, american customer satisfaction index, Anne Bowen-Long, Chartwell research, Claes Fornell, Customer Care, customer satisfaction, customer service, EMACS, EMACS Agenda, Georgia Power, KCP&L, MLGW, Piedmont Energy, UPS, utility customer care
1 comment so far
In a world before the Internet and mobile devices, companies called the shots when it came to customer care. 
Some customers preferred to resolve issues through the call center, but navigating the voice response unit (VRU), to get through to the right person, left them dizzier than a ride on the Sit-and-Spin. Others opted for electronic communications, but were forced into frustrating chat room “conversations” with unknowledgeable, outsourced call center agents.
Hurry to Release New Mobile Apps in Concert with the iPhone 4S Offers Inspiration for Utilities October 20, 2011
Posted by Vanessa Edmonds in Utility Industry News.Tags: AEP Ohio, Apple iPhone, Apple iPhone 4S, EMACS - The Customer Experience Conference, iPhone, iPhone 4S, mobile applications, mobile apps, Patrick Duffy, Steve Wozniak, TECO Energy, utility events, utility industrry, Web and Mobile Customer Interaction Summit, yumalicious.com
1 comment so far
In case you happened to miss the onslaught of press releases regarding the much anticipated “coming” of the Apple iPhone 4S, it was offered through preorder starting Oct. 7. On Oct. 15 it became available in the US, UK, Canada, Germany, France,
Australia and Japan to those who were willing to weather long lines at the Apple Store. According to his Tweet, even the company’s co-founder, Steve Wozniak, had to wait in line to get his new iPhone (by the way, genius marketing move, Steve). On Oct. 28 it will become available worldwide.
Secret to a smooth-running HAN deployment: Test, test, test October 6, 2011
Posted by Russ Henderson in Utility Industry News.Tags: Chartwell, customer education and outreach, customer expeirence, deployments, EMACS, home area networks, satisfaction, smart grid, technology, utilities, Zigbee
1 comment so far
Leaders of utilities fast off the starting line in their smart grid deployments say just a few bad customer experiences can cause a traffic jam of popular opposition, and one of the keys to ensuring that doesn’t happen is running all of the system’s Home Area Network (HAN) devices through a barrage of tests.
“I’d say the best go-to-market strategy has five parts. First is consumer education and outreach. The other four parts are test, test, test and test,” J.C. Martin, HAN and EV project manager at San Diego Gas & Electric, said during Utilimetrics’ Autovation 2011 conference that I attended in Washington DC last week.
Martin was part of a panel discussion about lessons learned from HAN deployments. Among participants was Kendall Hestilow, HAN program manager with Oncor Electric Delivery. While Oncor is strictly a transmission and distribution company, Hestilow explained, its customers are more than 100 retail electricity distributors in Texas that each are facing HAN issues. (more…)
Panelists share recipes for successful customer engagement with demand response October 3, 2011
Posted by Scott Johnson in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer engagement, demand response, energy efficiency, energy usage, market research, smart grid, smart meter, utilities, utility, utility customer engagement, utility customer service
4 comments
Consumers’ fears about smart meters have generated more than their share of headlines over the last few years. The resulting misinformation and noise has made it harder to hear the success stories that continue to define the majority of smart meter deployments. (more…)
It’s a bird, it’s a plane, it’s … the new world of utility customer contact? September 22, 2011
Posted by Allison Herdic in Utility Industry News.Tags: Chartwell, CSRs as Energy Advisors, customer contact, customer service, EMACS 2011, energy efficient behaviors, mobile applications, satisfaction, smart meter, utility, web-based portal, websites
1 comment so far
If you have a leadership role in utility customer contact, there’s probably more than enough in your world to keep you up at night. Today’s contact center is rapidly morphing from what was already a busy channel for utilities into a new era of customer service air traffic control.
Given the level of responsibility and on-the-job challenges, managing air traffic is frequently cited as one of today’s most stressful job functions. While utility customer contact professionals aren’t literally overseeing the comings-and-goings of busy airports, their environment is evolving into a changing landscape that can look different from one moment to the next. And, like the airline industry, utility customers’ needs and expectations are changing and increasing. (more…)
