Reshaping Utility/Customer Relationships
Introductions
• Moderator: Adrian Tuck, CEO, Tendril
•Panelists:
• Mary Healey, Consumer Counsel, State of Connecticut
•Penni McLean-Conner, VP of Customer Care, NSTAR
•Tom Catania, VP Government Relations, Whirlpool
•Judith Schwartz, President, To the Point
•Maikel van Verseveld, Senior Executive, Accenture
Scenario #1Profile: Ms. Thomas is a
consumer on a flat-rate pricing structure. Consumption information shows that she would benefit
from a Time-of-Use rate.
• Who has this information?
• How does she get it?
• Who is going to recommend her plan?
Scenario #2
Profile: Mrs. Smith lives on a modest fixed income and is medically frail.
Her utility is planning on rolling out an AMI program.
• What precautions should be taken to protect her?
• How can Smart technologies help keep her safe?
• Who should explain the impact of dynamic pricing?
Scenario #3Profile: A utility has an AMR
system and is deploying Home Energy Management (HEM)
solutions including a web portal and devices.
Challenge: There are significant capacity constraints that cause emergency conditions in which loads must be shed to prevent rolling brown-outs or black-outs.
Scenario #4Profile: Mr. Jones gets a special
promotion for a smart refrigerator from his utility
offering a $100 instant rebate, part of a national CEE effort.
Challenge: CEE is looking to steer consumers to refrigerators that automatically move functions outside of peak periods or can respond to consumption requests.