1. Client Communication and Energy Education Jackie Berger ACI NJ March 5, 2010

2. Presentation Importance of Communication and Education Sales and motivation Opportunities Maximizing Impact Evidence of Impacts Summary 2

3. IMPORTANCE OF COMMUNICATION AND EDUCATION 3

4. Importance Low-IncomeHome Performance Acceptance/Motivation/ParticipationSales Improved diagnostics Measure persistence and impact Behavioral opportunities Satisfaction 4

5. Importance 5 What are the benefits of WRAP? (Unprompted) Energy education 36% Lower electric bills35% Lower electric usage18% Safer or more comfortable home11% New appliances9% Improvements to home6% Average program expenditures: $2,600 Source: APPRISE, 2006. From PPL WRAP evaluation client survey.

6. Importance 6 Source: APPRISE, 2006. From PPL WRAP evaluation client survey. What is the most important benefit of WRAP? Lower electric bills27% Energy education19% Safer or more comfortable home11% Lower electric usage10% New appliances10%

7. SALES, ACCEPTANCE, MOTIVATION 7

8. Understand Client Needs What do they hope to get from the program or services? 8 Why did you want to receive WRAP? Reduce electric bills64% Improve comfort of the home20% Reduce electric usage9% Difficult financial situation6% Told to enroll3% Received new appliances2% Source: APPRISE, 2006. From PPL WRAP evaluation client survey.

9. Sales and Measure Acceptance Establish relationship Build trust Explain benefits –Lower bills –Improved comfort –Improved health and safety 9

10. OPPORTUNITIES FOR IMPACT 10

11. Assumptions about Education Behavioral changes can reduce energy usage and energy bills We can teach individuals how to change behavior We can motivate individuals to change behavior We can identify the changes that will lower bills and provide reinforcement 11

12. Decisions We Make Heating temperature Use of air conditioner Whether to run dishwasher Whether to turn off the computer Type of lights to install 12

13. Potential for Savings 2000/2001 California Experience –Electric Crisis / Public Information Campaign –10% Reduction in Peak Demand / 7% Reduction in Usage 2001 RECS / 1997 RECS –25% Gas Price Increase –8% reduction in heating degree days –16% Gas Usage Reduction –Change by Income Group Lowest income group = 16% Other income groups = 15%, 20%, 17% 13

14. Potential for Savings 14 WattageReductionNumber Annual Savings Electric MeasureskWh Turn off lights604 hrs/day4350 Turn off lights at night608 hrs/day2350 Reduce central AC3º3ºAll times250 Reduce TV usage1004 hrs/day2292 Turn off computer2508 hrs/day1730 Gas MeasuresTherms Turn down water temperature10°All times25 Turn down thermostat2°2°All times84 Use cold water for clothes washingCold wash4/week52 Set back temperature at night4º4ºNight58

15. Potential for Savings ECW Plug Load Study 15 Telephone survey and mailed appliance survey 50 site visits –Household survey –Electronics inventory –Metering (5-30 appliances per home) Metered for one month 6-minute intervals Computers, televisions, audio, telephone, HVAC – space heaters, dehumidifiers, room AC, fans, humidifiers Kitchen appliances

16. Potential for Savings ECW Plug Load Study 16 Computers Potential Savings from Full Power Management % of homes Estimated Annual Savings Always on20%400 Long idle periods40%190 Off when not in use25%15 Not used much15%2 Average savings160

17. Potential for Savings ECW Plug Load Study 17 Wattage When Not in Use Annual kWh Savings if Unplugged When Not in Use Mini Stereos23200 Older TVs758 Printers643 DVD/VCR Player759

18. MAXIMIZING IMPACT 18

19. Achieving Impact Is there an opportunity? –Energy intensity (Watts) –Hours/day reduction or degree reduction –Number of appliances Tailored to the client –What is the savings potential for your client? –Is the client already undertaking that behavior? –Will the client adopt the behavior? –Will the client retain the behavior? 19

20. Active/Passive 20 ActivePassive Turn down thermostat before bedProgrammable thermostat Turn off lights outside at 10pmTimer on lights or tv Turn off computerUse of computer power management Reduce hot water temperatureDishwasher set to energy saving mode Upgrade appliances

21. Education Options 21 Partnership between program/educator and customer –If successful, customer has more motivation to take steps to reduce energy usage Understanding the energy bills –If the customer understands how to read the bill and determine when usage is decreasing, it provides positive re-enforcement for energy-saving actions Energy use and costs around the home –Allows customer to make decisions about energy usage based on the costs of those uses

22. Education Options 22 Customer goals for usage reduction Customer action plan –Provides motivation for customer to reduce energy usage –Provides direction for customer Follow-up –See how savings plan is working –Positive reinforcement –Adjust goals or set additional goals

23. PROGRAM EXAMPLES AND RESULTS 23

24. Program Examples 24 NJ Comfort PartnersOhio Electric PartnershipNiagara Mohawk PartnershipExplain purposeUsage questionnaire Education notebookReview billProgram delivery based on usage (In-home, workshop, or video) Projected energy savings Usage analysisCustomer included in inspection Review optionsUses and costsIdentify customer incentives Action plan Develop action plan Additional steps Review responsibilities

25. NJ Model 25 Partnership model Initiate partnership when first contact is made Explain the program Confirm the partnership in the home –Benefits to each partner –Responsibilities of each partner –Sign the partnership agreement form Information gathering –Family’s needs, wants, behaviors –Review of customer’s bills

26. NJ Model 26 House tour –Identify measure installation opportunities –Determine usage habits –Install qualifying measures Calculate current costs and projected costs with energy savings Review options for measures and actions Make decisions and complete Partnership Agreement Action Plan Follow up on responsibilities

27. NJ Model 27 Education Notebook and Note cards Partnership Agreement Form Action Plan Reduce Costs of:Actions/MeasuresEstimated Annual Savings Electricity Gas Home heating Home cooling Water heating Appliances Lighting Other

28. Customer Motivation Survey Results 28 NJ Comfort Partners Niagara Mohawk It is somewhat or very difficult to pay energy bills 76%92% Reducing bills is a benefit of saving energy 71%74% Reduce energy usage or bills is the most important benefit of the program -- 53%

29. Program Implementation Observation Results 29 NJ Comfort PartnersOhio Electric PartnershipNiagara Mohawk Partnership agreement not explained Program not describedEnergy use is reviewed Education notebook not usedBill not explainedCost of use is calculated Visit not explainedInformation on uses is collected Explain diagnostic steps Bills not reviewedCosts not estimatedDiscuss appliance usage Actions not discussedActions sometimes discussed during walkthrough Actions discussed during walkthrough Work and actions were explained during walkthrough Action form not usedActions not reviewed at end of visit Cost savings estimates not provided Action commitment not discussed Action form not filled out

30. Program Implementation Survey Results 30 NJ Comfort Partners Ohio Electric Partnership Niagara Mohawk The service provider’s responsibility is to reduce energy usage or energy bills 30%48%44% The customer’s responsibility is to reduce energy usage or follow recommendations 30%55%54% The benefit of the program is reduced energy usage or bills 40%67%--

31. Program Implementation Survey Results 31 NJ Comfort Partners Ohio Electric Partnership Energy bill was explained52%70% Written list of actions was provided 42%56% Estimate of $ savings from actions was provided 26%60%

32. Program Implementation Survey Results 32 NJ Comfort Partners Ohio Electric Partnership Niagara Mohawk At least 1 non-prompted action 17%-- High energy savings potential --31%60% Low energy saving potential--47%23% No action--22%13%

33. Achieving Impact 33 Direct Install Workshop Mass Mailing # of CFLs Received9.84.34.0 # of CFLs Installed9.83.22.8 # of CFLs In Use9.13.22.7 # of CFLs used > 30 minutes/day 5.72.62.1 # of CFLs used > 4 hours/day 2.81.11.3 Source: APPRISE, 2007. From CO First Response Program evaluation client survey.

34. Achieving Impact 34 Source: APPRISE, 2007. From CO First Response Program evaluation client survey. Water Thermometer Use Direct Install Workshop Mass Mailing Recalled Receipt42%78%54% Understand How to Use39%67%41% Used Thermometer20%48%22% Changed Water Temperature Setting 18%42%26%

35. Achieving Impact 35 Source: APPRISE, 2007. From CO First Response Program evaluation client survey. Question: Have you made any other changes to reduce your energy use as a result of the program?

36. Achieving Impact 36 Source: APPRISE, 2007. From CO First Response Program evaluation client survey. Direct Install Workshop Mass Mailing Reduced Use of Heat9%27%13% Reduced Use of Air Conditioning3%7%10% Discard Unused Refrigerators5%9%4% Turn Off Computers Not in Use7%11%8% Turn Off Lights Not in Use6%21%13% Wash Clothes in Cold Water9%19%10% Question: What other action have you taken to reduce your energy use as a result of the program?

37. Achieving Impact 37 Source: APPRISE, 2007. From CO First Response Program evaluation client survey. Direct Install Workshop Mass Mailing Program was Very Helpful64%81%53% Energy Bills are Lower53%51%39%

38. EVIDENCE OF IMPACTS 38

39. Ongoing Communication 39 Source: APPRISE, 2007. From PECO LIURP evaluation client survey. How many of the LIURP monthly energy saving letters have you read? Obs. Mean Electric Savings (kWh) All641038 Most35900 Some44627 One/None17552 Don’t Remember Letters73877

40. Behavioral Impacts 40 Source: APPRISE, 2007. From PECO LIURP evaluation client survey. What energy-saving actions have you been able to take since the provider came to your home? (Action mentioned with greatest expected savings) Obs. Mean Electric Savings (kWh) Avoid space heaters72253 Disconnect unused refrigerators/freezers81395 Reduce use of electric dryer41250 Use CFLs691148 Accept LIURP services151148 Turn off unused lighting291021 Turn off unused television/computer17777 Other/don’t know15518 Alter thermostat settings15369 Weatherization measures37365 New appliances4203 None13

41. Behavioral Impacts 41 Source: APPRISE, 2007. From PECO LIURP evaluation client survey. Reduced use of _____ as a result of participating in the program? Obs. Mean Electric Savings (kWh) All Customers233854 Electric space heater** yes1051150 no128611 Air conditioner yes136947 no97723 Electric dryer yes71995 no162792 Dishwasher yes64641 no169935

42. Behavioral Impacts 42 Source: APPRISE, 2007. From PECO LIURP evaluation client survey. Reduced use of _____ as a result of participating in the program? Obs. Mean Electric Savings (kWh) All Customers233854 Dehumidifier yes181058 no215837 Number of lights left on all night* yes431174 no190781 Lights yes161879 no72797

43. Behavioral Impacts 43 Source: APPRISE, 2007. From PECO LIURP evaluation client survey. Average number of hours CFLs are used Obs. Mean Electric Savings (kWh) 1-229649 3-454819 5-658705 7-24321012 Don’t Know601044

44. Behavioral Impacts 44 Source: APPRISE, 2007. From PECO LIURP evaluation client survey. What do you feel is the most important benefit of the program? Obs. Mean Electric Savings (kWh) Lower Energy Bills721015 Energy Education69796 Safer/More Comfortable Home17769 Specific Services23671 Lower Energy Use24523 New Appliances6433 Compliant31318 Don’t Know191227

45. SUMMARY 45

46. Summary Benefits of communication and education –Increased sales/acceptance –Increased impact Opportunities –Many have behavioral change opportunities –Evidence shows that we can reduce usage Maximizing Impact –Explain, motivate, reinforce Evidence of Impacts 46

47. Contact Information Jackie Berger APPRISE 32 Nassau Street, Suite 200 Princeton, NJ 08542 609-252-8009 jackie-berger@appriseinc.org 47