City of Tallahassee Customer Engagement

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21 Νοε 2013 (πριν από 3 χρόνια και 11 μήνες)

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City of Tallahassee Customer Engagement

Florida Benchmarking
Consortium Spring
Conference


April 25, 2013

Presented by:

Joseph Cheatham


Advanced Waste Water Treatment Upgrade


Largest Capital Project


Well underway in 2011, Projected Completion
in 2015



Modern Electric Plants


Key units with average age of < 7 years


New Large Units in 2000 and 2007


No Projected Capacity Need Until 2021


Modern Solid Waste Collection Trucks


Modern Smart Carts for Recycling


Aggressive Demand Side Management Plan




2

Healthy Infrastructure


25
th

Largest Municipal
Electric Utility in U.S.


115,000
Customers


225,000 electric, gas and
water meters



3

Overview of Tallahassee


Upgrade of ~225,000 electric, water and gas meters and
backhaul communications network using the Elster Energy
Axis Smart Grid Solution.


Electric and Water Meter Radio Module upgrades were
completed in December 2009.


Gas Meter Radio Module upgrades began in 2008, but
have been on hold.


Current pilot population of ~2,000 in operation.


4

Infrastructure


Customer Satisfaction


e+ Online



SmartBill


Instant Alert


Nights & Weekends


Community Outreach


Monthly Mailings





5

Actions into Results


Most Livable City in America,
U.S. Conference of Mayors


Best Public Power Utility in
the Nation, E.F. Scattergood
Award, APPA


2012 Energy Innovator
Award, APPA


6

Customer Engagement

7

Choices & Services

8

Business as Usual?

Utility service has
essentially been
measured and billed
the same since we
started doing business
over 100 years ago.


1910

2008

SmartBill


Paperless billing plan


Free
electronic payment
option


Environmental and cost
savings


30%
residential
participation



9

Electronic Payments

10

Customer Service and Reporting

21
% Averaging
increases

Analysis and Outcomes

Good


What is SmartBill?


SmartBill
is the monthly,
paperless utility bill
customers receive directly
by email.


Outcomes


Over 31,000
customers have
chosen the option to
receive their utility bill
through email.


Reduced Operating
Costs by $162,000
per year

2008
-

2012

11

Customer Research

What are the perceived
values of your customers
pertaining to a smart grid?


12

Smart Grid Customer Messaging

Imagine the
Future


Where you have more control of your utility use.


Where your utility meters will be accurately read daily
or on demand without sending trucks or employees
into the field.


Where electric outages and water leaks will be
pinpointed remotely allowing more efficient, quicker
repair.



13

Smart Grid Customer Messaging

Imagine the
Future


Where you have access to

up
-
to
-
date billing and usage information via the web.


Where you have easy
-
to
-
use tools to help you Save
Energy, Save Water and…SAVE MONEY.


Where you have choices for enhanced energy pricing
programs that fit your lifestyle.


When we are smarter about conserving our energy and
water and protecting our environment.



Installation of an Aclara Meter Data Management System to
store, validate, and analyze data.


Operational efficiencies such as,


Water leak detection and notification


Outage notification


Remote meter connection and disconnection


Automatic meter reading



Online presentment of useful information




14

Software Systems

15

Technology
-

Lessons Learned


Be cautious about the term “real time.”
Most data is actually sent in a
batches and
most is “current” as of 12
midnight.
It is
not up to the minute/second.


Be cautious about 100% reliance on the
technology.
P
revious
business practices will
become important
when a part
of your
system
is down
for any length of time.


Utilize water data for leak detection as
soon as you
can. Customers
will expect
this,
as will the utility staff.


If the reconnect does not work,
troubleshooting the network can take time.
You will need a manual backup plan
.

16

Technology
-

Lessons Learned


The
technology is only as good as your
business practices around it.


You will need a platform (
web
-
based
for example) to provide
customer
with
their usage data very quickly after
deployment. They know you have the
data. They will
expect you to share it.


The sharing of residential data is pretty
straightforward.
Non
-
residential
and
demand
-
based
will be more complex.


Usage data still needs to be seen and
available at the meter
.

New Rate Plans


Optional rate plans to
meet customer
lifestyles, like Nights &
Weekends Pricing



17

Nights & Weekends Pricing Plan

Pay what you want,
when you want


Pre
-
pay for your utility
services and receive
daily updates via, e
-
mail
and the web.


Customized low balance
alerts can be sent by
text, e
-
mail, and phone.



18

Pay As You Go Pricing Plan

19

Neighborhood REACH

National Award
-
Winning Program


Most Livable City in America 2011



(U.S. Conference of Mayors)

Unique Features


Pilot


2, 000 homes


Reduction of Usage


U.S. Census Data


Median Income and Age of Home



City
-
funded


Electric Utility Revenue


Job Creation




20

Neighborhood REACH

Web
-
Based Tool


On
-
line account
management with Up
-
to
-
Date cost and usage
information


Information for ALL
services at your finger tips


View Usage by month, day
or hour


Self
-
Energy
Audit



21

e
+ Online

22

e
+ Online

23

e
+ Online

24

e
+ Online

25

e
+ Online

26

e
+ Online

27

e
+ Online

28

e
+ Online

29

Customer Service and Reporting

Over 50% increase

in past year

Analysis and Outcomes

Good

Good


What is
e
+

Plus Online

A web
-
based customer
information system.


Outcomes


Over 30,000 customers
have created a profile on
e
+

plus Online.


Provides Greater
Operational Efficiencies

2010
-

2012

30

Web & Mobile


Your Own Utilities developed an app for
Android and Apple systems that will include:


Bills & Payments


Usage


Reporting (emergencies like outages)


Contact

Smart Grid Enabled
Devices Can Benefit the
Customer and the Utility


Programmable Controllable
Thermostats can maximize
energy savings and work with
Time of Use rate plans


These and other similar
devices can facilitate both
price response and demand
response programs designed
to reduce peak demand



31

SMART Devices

In 2010, Your Own
Utilities began work
on a redesign to
improve how
customers do
business with us.



32

Website Redesign

Challenge


We had to fit the design into a predetermined City template.

33

New web design based on a
Content Management
System is in development
and was launched September
2012.

The new site will include
multiple versions of content
based
on devices used.





34

Website Redesign

Customer Satisfaction Survey

35

On
average

88% strongly agree
their overall experience was satisfactory




89% report support services to be “excellent”
or “good”


96.5% report staff to be very courteous and
professional


94% report inquires are handled quickly


93% report inquires are handled to their
satisfaction

36

Customer Surveys


2012 Results

37

Customer Service and Reporting

Future
Programs

Customer
Phone Apps

Outage Management
System

Analysis and Outcomes

Peak Smart is an
automated electric
demand response
program designed to
curtail energy needs
during peak events

38

Discussion

Contact Information


Joseph Cheatham
I
Wastewater Utility Operations Mgr.
I Your Own
Utilities

Joe.Cheatham@talgov.com

850.891.1009 (o)
I
850.694.8039
(c) I

4505
-

B Springhill Road
I Tallahassee,
Fl

32305