1. Energy Association of Pennsylvania Consumer Services Conference
LIURP: Non Savers
Energy Association of Pennsylvania
Consumer Services Conference

2. Non Savers - Introduction
Deb Davis, Columbia Gas

3. Non Savers
Customers who use more usage in the post period than in the pre period.

4. By the Numbers: Non Savers*

5. By the Numbers: Statewide 2011 - 2014
Electric - 41,373
Gas - 11,241
15,818( 38.23%) Non savers
72% are on CAP
52% are home owners
2,462 (21.91%) Non savers
88% are on CAP
89% are home owners

6. By the Numbers: Electric (2011 – 2014)
Electric Heat Jobs (8,398)
35.72% (3,000) Non Savers
Electric Water Heat (1,548)
35.64% (1,548) Non Savers
Residential Base Load (28,632)
39.36% (11,270) Non Savers

7. Demographics/Social Background Non Savers

8. Housing statistics of Non Savers

9. Columbia Gas – Size of House

10. Columbia Gas – Average Pre Usage

11. Columbia Gas – Average Cost

12. Columbia Gas – Average Cost by Contractor

13. Columbia Gas – Average MCF Saved

14. Take Away
Non Savers seem to have Larger homes (more Sq Ft), but less pre-usage.
The amount of spend does NOT dictate savers vs non savers
Housing Type does not seem to be a driver of Non Savers
This not a one time/ one year issue.

15. Non Savers - Challenges
Dave Defide, Duquesne light Company

16. What are the challenges?
Family Status
Broken Equipment
Structural/Safety Issues
Adding devices post weatherization
Behavioral
Expectations (Unrealistic)

17. Family Status Change of family size or status such as:
Birth of a child
Elderly Parent moving in
Child moving back

18. Broken Equipment Equipment not functioning properly such as:
Furnace not working
Leaking Water Heater
Refrigerator not working

19. Structural/Safety Structural, health and safety issues such as:
Hole in roof
Broken windows

20. Additional Devices Increase usage by adding devices such as:
Oxygen Tanks
Televisions
Phones & Computers
Gaming consoles
Electric space heaters
Other household items

21. Behavioral
Behavioral plays a big part in savings vs. non- savings such as:
Unresponsive customers
Time constraints
Additional Barriers
Continue to do what I have always done
Weather considerations

22. Expectations Customer expectation Company expectations
Regulator expectations

23. Take Away
There are many variables outside of the program control that can determine whether a household saves or not.
Despite non saver households, the programs are valuable overall.
The goal of the programs are to reduce the consumption post weatherization. Consider where the non saving households would be absence these programs.
A discussion around expectations must take place to ensure all parties are on the same page.

24. Non-Savers: What are we doing and can we do more to address Non-Savers
Carmen Malloy, Peoples Gas

25. What are we doing and can we do more to address Non-Savers
Understand the home in the Pre-year
Better document any weatherized homes – red flag accounts
Broken appliances during Pre –usage year period (appliances were not use in the Pre- year)
Change made to the home which will create an increase
Health and safety expenditures
Education is the key to reducing usage and changing behavior
Initial program recruiting
During the audit process
After the measures have been installed
During the inspection and during the quality assurance visit
Advise on how to maintain usage in Post inspection

26. What are we doing and can we do more to address Non-Savers
Annual review - end of Post-year. All Customers receive information regarding outcome of the program
Post card or mailing
Encourage to continue to monitor usage
Non- savers
Provide additional Energy education to those customers who experience increased in usage or do not have any savings
Phone calls
Mailed material – reminders of any behavior they agreed to change during the audit.
Home visit

27. What are we doing and can we do more to address Non-Savers
Non-savers accounts are reviewed with the contractors after the Post usage data is available.
Contractors contact the customer to find out reasons why their usage increased
Review of materials used for education
Contractor training
Customer service
Plain language

28. What are we doing and can we do more to address Non-Savers
Thought of incorporating an “Energy Pledge” to be signed by customer at the completion of the work
Emphasize the pledge as commitment to conserving energy.
Focus in those areas where the customer can make a usage reduction – during the audit or questionnaire before enroll in the program

29. What are we doing and can we do more to address Non-Savers
Ways to communicate to encourage energy reduction.
Ensure we have a good contact phone number
address
Communicate via text message
Use social media

30. What are we doing and can we do more to address Non-Savers
Timely communication use colorful customer friendly material. Seasonal reminders i.e. change the air filter, lower the thermostat
Company website
Conservation tips
videos
Interacted sessions

31. What are we doing and can we do more to address Non-Savers
Discussion with Advisory Councils
Tactics for decreasing Non savers
Education with customers
Integration of Company communication

32. LIURP Non Savers
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