1. 2018 Residential & Hard-to-Reach Standard Offer Programs Workshop
October 18, 2018

2. Safety Contact

3. Safety Wear the right gear If possible have a plan
Be aware of your surroundings
Above all- Be Safe!

4. Safety First!

5. AEP Contact Information
AEP Texas - Central Division
Residential: Jim Fowler
Hard-to-Reach: Jordan Mendiola
AEP Texas - North Division
Residential & Hard-to-Reach: Steve Mutiso
Southwestern Electric Power Company (SWEPCO)
Residential & Hard-to-Reach: Debra Miller

6. Texas Service Territory
AEP is offering the Residential and Hard-to-Reach Standard Offer Programs through AEP Texas (consisting of the Central and North Divisions) and Southwestern Electric Power Company (SWEPCO):
AEP Texas – Central Division
AEP Texas – North Division
Southwestern Electric Power Company
(SWEPCO)

7. Overview
Primary objectives of the SOPs are to achieve cost-effective reduction in:
summer & winter peak demand
annual energy consumption
The SOPs each provide set incentives to Service Providers (or Project Sponsors) for the installation of qualifying energy efficiency measures
The incentives are based on peak demand (kW) and annual energy (kWh) savings
The SOPs utilize approved deemed savings values contained in the State of Texas Technical Reference Manual (TRM) to estimate kW and kWh savings impacts

8. Overview (cont.) AEP Reviews, approves, rejects applications
Pre-approves all marketing material, including social media and telemarketing
Performs inspections
Processes incentive requests based on inspection results
Manages programs and incentive dollars
Adjusts programs as needed
Verifies PUCT compliance

9. Overview (cont.) Project Sponsor Enters into SOP Agreement
Follows program requirements outlined in manual
Identifies project opportunities
Markets program and negotiates terms with customer
Verifies customer eligibility
Installs and accurately reports qualifying measures
Reviews the TRM for all measure installation requirements

10. Annual Project Sponsor Limit
2018 Program Budgets
Budgets for the 2018 Residential and Hard-to-Reach SOPs are as follows:
Program
Budget
Annual Project Sponsor Limit
AEP Texas - Central Division: RSOP – Large Projects
TBD
$150,000
AEP Texas - Central Division RSOP: Small Projects
$1,166,300
AEP Texas - Central Division HTR SOP
$1,087,560
$75,000
AEP Texas - North Division RSOP
$530,700
AEP Texas - North Division HTR SOP
$314,070
$50,000
SWEPCO RSOP
$775,000
$125,000
SWEPCO HTR SOP
$700,000
$100,000

11. AEP Texas – Central Division Residential SOP
Small Projects
No Reservations
Multi-Family properties not eligible
All applicants start here
Large Projects
Reserves funds for program year
Milestone schedule (40% of contract met by May 31, 2018; 75% of contract met by August 31, 2018)
Program Managers have the authority to cancel/delete any measure entered into P3 and not submitted within 45 days of installation

12. AEP Texas Residential and Hard-to-Reach SOPs: Small Projects
No minimum project size
Single-Family projects are eligible
Multi-Family properties not eligible in AEP Texas’ HTR SOP
No Reservations
Project Sponsors with no experience in AEP Texas will start with a cap of no more than $25,000. Additional funds may be allocated per the Program Manager’s discretion based on an analysis of the Project Sponsor’s performance and/or available program budget
Program Managers have the authority to cancel/delete any measure entered into P3 and not submitted within 45 days of installation

13. SWEPCO Residential & Hard-to-Reach SOPs
No minimum project size
Single- & Multi-Family projects are eligible
$25,000 cap on Multi-Family projects
No Reservations
Project Sponsors with no experience in SWEPCO Texas will start with a cap of no more than $25,000. Additional funds may be allocated per the Program Manager’s discretion based on an analysis of the Project Sponsor’s performance and available program budget.
Program Managers have the authority to cancel/delete any project entered into P3 and not submitted within 45 days of installation

14. Program Reminders for 2018 Incentives rates will be revised for 2018
Duct Efficiency savings will decrease substantially in 2018
An area-weighted average R-value is to be calculated for all homes consisting of two or more levels of Ceiling Insulation. Project Sponsors must use AEP provided calculator
No reservations
Annual limit is not a guarantee of funds
Air Infiltration, Ceiling Insulation, and retrofit Heat Pump replacing electric resistance units measures will require Pre and Post photos to be uploaded into P3 database
All documentation will be uploaded into P3 database

15. Program Issues & Concerns
Air Infiltration measure – extremely important not to violate minimum ventilation rule for health & safety reasons
All documents must be uploaded as required before a project may be completed and submitted in P3 database
The appropriate year and specific program Field Note Forms must be used
Accurate reporting of heating type, existing levels of insulation, # of treated areas (returns, vents, plumbing penetrations, light bulbs, etc.)
HERs Rater on staff to confirm measure installation quality and functionality to provide energy efficiency without harm to the residential premise (duct efficiency and air infiltration measures)
Inaccurate reporting
Failure to perform pre & post testing

16. Program Issues & Concerns (cont.)
Failure to provide correct customer contact information
Failure to accurately report “existing” R-Value for Ceiling Insulation
Failure to provide customers with a positive customer experience, for example:
Failure to respond to customers (phone calls, s, inquiries, etc.)
Failure to keep appointments
Failure to clean up after completing installations
Satisfactory resolution of any customer complaint

17. Registration & Implementation Timeline
1st Day to begin program registration and submit application
October 19, 10:00 a.m. CDT
Implementation begins in 2018
Must have approved application status and a fully executed agreement
Must have 2018 Host Customer Agreement & Acknowledgement (HCA) Forms
AEP Texas
SWEPCO
Residential SOP
January 16, 2018
@ 10:00am CST
Hard-to-Reach SOP

18. AEP Texas Program Website SWEPCO Program Website
P3 Program Websites
The websites will contain Program Manuals, Required Forms and Updates, P3 Login and Enrollments.
Project Sponsors who previously used P3 can apply with their current credentials by clicking on the enrollment link at the following websites:
AEP Texas Program Website
SWEPCO Program Website

19. Comments and Questions……

20. Am I Eligible to Participate?
Any entity meeting the SOPs application requirements that installs eligible residential energy efficiency measures at a customer site with residential electricity distribution service from AEP Texas or SWEPCO is eligible to apply for participation in the SOPs
Eligible Project Sponsors may include:
Energy service companies
Retail electric providers
National or local companies that provide energy-related products (e.g., insulation or HVAC)
Product retailers, if they install the particular energy-efficient products sold as part of the SOPs

21. Project Sponsor Requirements
At a minimum, a Project Sponsor must have the following requirements to apply for participation in the SOPs:
Valid insurance ( ed directly to appropriate Program Manager by insurance agency)
All appropriate licenses or certifications
Home Energy Raters (HERs) or Building Performance Institute (BPI) individual required to be on staff for any Project Sponsors(s) performing Duct Efficiency and/or Air Infiltration measures
References
Evidence of technical and managerial capabilities and experience
Current year calibration of equipment certificates and serial numbers if performing Duct Efficiency and/or Air Infiltration measures

22. How Do I Participate? Review applicable SOP Manuals
Review each SOP Agreement
Complete and submit on-line registration
If applicable, upload testing procedures at time of registration
Enrollments will be reviewed upon receipt of all required documents
Enrollment approvals will be considered based on Project Sponsor qualifications, performance history, proposed measures, etc., to ensure program goals will be achieved with quality installations and timely reporting

23. How Do I Participate? (cont.)
Proof of statutorily-required insurance submitted by insurance agency
Once enrollment is pre-approved, enter into an agreement with AEP Texas and/or SWEPCO to install approved measures
Refer to Program Manuals and Program Websites for additional information
Refer to the latest Technical Reference Manual (TRM) for measure installation standards (Eligibility and High-Efficiency Condition) and savings calculation detail

24. Customer Eligibility
Residential distribution customers of AEP Texas and SWEPCO are eligible to have measures installed at their homes as part of the SOPs
Eligible customers shall be identified by the Electric Service Identifier (ESI ID) numbers on their electric bill:
AEP Texas – Central Division customer ESI ID’s begin with ….
AEP Texas – North Division customer ESI ID’s begin with ….
SWEPCO customer ESI ID’s begin with ….

25. Customer Eligibility (cont.)
Hard-to-Reach customers are defined as residential customers who have household income at or below 200% of federal poverty guidelines
*Income ceilings are for February 1, 2017 – January 31, 2018 or until 2018 values are published
Income guidelines are updated every January and posted on the PUCT website

26. Eligible Properties Eligible residential properties include:
Single-Family properties – Defined as residential dwellings consisting of two or less units (i.e., a duplex or less)
Mobile Home properties – Defined as manufactured homes
Multi-Family properties - Defined as residential buildings containing three or more dwelling units. These include -
Individually metered Multi-Family properties
Individually metered townhomes
Residential dwellings or additions completed before January 1, 2016 are eligible for the SOPs

27. Marketing
Neither AEP Texas or SWEPCO will provide marketing assistance or endorsements
Approved Project Sponsors:
are encouraged to use the one-page brochure provided by AEP Texas and SWEPCO available on the program websites
are required to submit all other marketing material, including social media and telemarketing, for pre-approval by the appropriate Program Manager prior to use
shall NOT represent themselves as employees of AEP Texas and/or SWEPCO while conducting marketing activities
must comply with all the requirements of the National “Do Not Call” Registry and the Texas “No Call” lists
SWEPCO approved Project Sponsors are not allowed to use telemarketing of any kind to promote energy efficiency services. Any use will result in immediate termination from the program.

28. Identify Project Opportunities
Verify customer eligibility
Original customer signature and date on all required forms
Regularly check program fund availability on P3 Database
Install approved measures
Original customer signature and date on all required forms to verify completion
If applicable, supply pre and post CFM readings and “R” Value of Existing Ceiling Insulation on HCA
HCA must be signed by Project Sponsor and Subcontractor (if applicable)
Submit all projects within 45 days of installation on P3 Database

29. Required Forms Host Customer Agreement and Acknowledgement
Customer authorizes work and verifies work completion
Customer acknowledges installations are subject to inspection
Requires Pre/Post CFM readings for DT and IN
Requires existing R-value for CI
Field Notes Form to be used by crews/installers in the field to capture all relevant measure installation data that is used to calculate savings
Income Eligibility Verification Forms for Single-Family and Multi-Family properties* (Hard-to-Reach only)
Customer Education Materials (Hard-to-Reach only)
*SWEPCO HTR Only

30. Measure Installations
Please review the TRM and Program Manuals for all measure requirements. Approved measures must be installed properly and should be capable of performing their intended function
Duct Efficiency and Air Infiltration measures include prescriptive requirements (where applicable) that must be treated as a part of the respective measures. Failure to complete prescriptive requirements will result in total measure failure
Leakage-to-Outside testing required for duct efficiency measure
10 year period between measure installations per property

31. Reporting Requirements
All measure installations must be submitted within 45 days
Inaccurate reporting results in failures
Upload all necessary documentation prior to completing a project. Your incentive payment is expressly and specifically conditioned upon receipt of all necessary documentation
Incentive payments will be processed after inspections have been completed for projects submitted the previous month

32. Installation Inspections
Random sample of measure installations
Verify that number of installed measures equals number of reported measures
Verify that measure detail reported accurately in the database and on the Field Notes Form
Verify measure is installed and capable of performing its intended function
Verify that measures qualify and that installation standards were followed

33. Inspection Adjustments
All installations will be evaluated on a measure-by-measure basis to calculate an adjustment factor (AF) for the savings and incentive payment
The calculated AF will then be applied to all the un-inspected sites
AF = Incentive total for measures that pass inspection Incentive total for all measures tagged for inspection

35. Duct Efficiency
Poor application, registers not sealed

36. Duct Efficiency
Failure to complete prescriptive requirements

37. Air Infiltration
Poor application, must be sealed with durable air barrier materials.

38. Ceiling Insulation
Insulation completely missing in this area

39. Ceiling Insulation
Wrong “existing” R-Value reported for Ceiling Insulation

40. Break

41. Customer Care
Training

42. CUSTOMER EXPERIENCE VALUES
Greet Customers Positively
Respond To Customers Promptly
Easy To Do Business With
Assume Positive Intent
Treat Customers With Respect & Dignity

43. GREET CUSTOMERS POSITIVELY
Greet customers in a courteous, friendly, and professional manner
Identify yourself, the Company you work for and your business purpose when you place a call, or in person
Communicate using a pleasant tone and appropriate body language

44. RESPOND TO CUSTOMERS PROMPTLY
Respond to any standard request within 24 hours, during normal business hours
Listen effectively to our customers and promptly assist them.
Follow-up and keep customers informed with an or by phone. Quickly communicate any unexpected changes

45. EASY TO DO BUSINESS WITH
Maintain an updated and professional voic and message, including cell phone number
Accommodate reasonable requests and consider options

46. ASSUME POSITIVE INTENT
Demonstrate consideration, cooperation, and be open-minded to the customer
Be engaging when resolving issues by discussing problems and working toward agreed upon solutions
Make it your goal to exceed the expectations of all customers

47. TREAT CUSTOMERS WITH RESPECT & DIGNITY
Show concern for the customer’s safety and issues.
Hold yourself and others accountable for using appropriate comments and behaving in a professional manner at all times.
Be mindful of the customer's experience

48. We are employed because of the customer.
SHOW GRATITUDE!

49. Conclusion…… Thank you for your attendance!