Helping Neighbors Program · 7/17/2017 · investment for creative and/or comprehensive projects;...
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Single Family Empowering Households Building Communities Helping Neighbors Program July 18, 2017 Bob Roh
Transcript of Helping Neighbors Program · 7/17/2017 · investment for creative and/or comprehensive projects;...
Single Family Empowering Households Building Communities
Helping Neighbors Program
July 18, 2017
Bob Roh
The programs serves income-qualified households at or below 200% of the federal poverty level (FPL)
Several delivery channels are employed to achieve the program savings goals
The scope of provided customer services includes energy waste reduction installations, in home audits, and energy saving education that are offered at no cost to participants
The program utilizes a broader market strategy of embedding program outreach efforts into the local Non-profit and Public assistance networks to further promote energy efficiency programs
Independent evaluation efforts by the Cadmus Group, note the program has consistently achieved an overall customer satisfaction rating of 9.5 using a 10-point grading scale since 2014
About Helping Neighbors
Positive program branding to reduce the traditional stigma associated with typical assistance programs
Dedicated community outreach staff
Online self-scheduling system Emphasis on high customer
satisfaction In-home measure installation
paired with a personalized energy education report with recommendations and suggestions for further energy savings
First step in the Customer Journey of Energy Waste Reduction
Program Features
No cost to participate
Available for renters or home owners
Reduces energy usage, lowers monthly utility bills and improves home comfort
Access to energy education materials and resources
Collaboration with billing assistance options such as the CARE Program allows for improved management of customer arrears
Customer Benefits
MWh Goal – 2,859 MWh; Achieved – 4,416 MWh
MCF Goal - 57,698; Achieved – 70,152 MCF
Overall customer satisfaction score Goal – 9.0; Achieved – 9.5
Unique customer participation Goal – 7,500; Achieved ~ 7,600
Drive Agency participation 26 participating agencies
2016 Program Goals & Objectives
2016 Customer Satisfaction Results
Agency Rewards Program 11 enrolled
Launched Manufactured Housing Initiative 592 homes served (1,200 YTD 2017)
Replaced 414 furnaces
Installed over 800 programmable thermostats
Installed over 800K sq. ft. of insulation
Over 4 ½ miles of pipe wrap
Installed over 80K LED’s
Highlights from 2016
House of Worship Rewards Program
Continue to Drive Participation in the Manufactured Housing Market
Focus on Relationships with Agencies (Agency Reward Program)
Develop Relationships with Housing Commissions
Provide 300 – 500 Refrigerator Replacements
Reach out to Furnace Tune Ups Performed from 2013 forward
Continue to target C.A.R.E. customers
2017 Initiatives for Helping Neighbors
Thank YouBob Roh
Helping Neighbors Program [email protected]
Contact the program team at:
877-448-9433
ConsumersHelpingNeighbors.com
Multifamily ProgramAmy Glapinski
July 18, 2017
Presentation Topics
12016 Program
Overview
2 3Program Results
4Income
Qualified Detail
5Customer
Satisfaction
62017
Initiatives Launched
1)PROPERT OWNERS
Special Initiatives
Multifamily Program OverviewProgram Element
Investment for Property Owners
UpgradeScope Examples
In-Unit Direct Install
Free; small to medium time commitment
LED lighting, showerheads, bath & kitchen faucet aerators and pipe wrap.
Common Area Direct Install
Free; small time commitment
LED lighting, showerheads, bath & kitchen faucet aerators and pipe wrap.
Prescriptive Small to medium investment; small to medium energy savings
Incentives for HVAC, Lighting, and Building Envelope.
Custom Typically larger investment for creative and/or comprehensive projects; higher energy savings
Custom incentives developed for non-prescriptive upgrades not found in the MEMD
Multiple Measure
Greatest investment; potential for deep energy savings; increased incentives to attract investment.
Whole building upgrades, in-unit plus common area investment.
One-Stop-Shop Design
IN UNIT DIRECT
INSTALL MEASURES
COMMON AREA MEASURE
INSTALLATION
MULTIPLE MEASURE
IMPROVEMENTS
PROPERTY OWNER/MANAGER
INVESTMENT
• The Multifamily Program relies on direct, personal outreach to initially engage customers and inform them of the program as well as assist them through the stages of participation
Savings Goals: 6,595 MWh 178,103 MCF
Objectives Serve a wide variety of multifamily housing
including apartments, dorms, assisted living and income qualified housing stock
Provide increased incentives to income qualified segment
Partner with industry stakeholders to offer robust program offering
2016 Program Goals & Objectives
Increased incentives Income qualified properties were eligible to
receive incentives at a rate of 150% of market incentives for gas and electric measures
Incremental cost covered on average is 50% higher on electric incentives and 19% higher on gas incentives
Special Assessments/Offerings ENERGY STAR® Refrigerators Hot Water Heaters Programmable Thermostats
Education Sessions w/ Kits
2016 Income Qualified Initiatives
111,546 tenant units served in 2016 Over 9% served in collaboration with DTE Energy
2016 Program Results
20
38
18
47
Number of Measures
Residential DI
ResidentialPrescriptive/Custom
Commercial DI
CommercialPrescriptive/Custom
2,628
37,928
3,735
63,871
No. Buildings No. Units
2016
Tenants Served in 2016
DI
P/C
7,402 MWh’s and 166,675 MCF saved in 2016
2016 Program Results
38%
-
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
2016
Annu
al M
Wh
Savi
ngs
Electric Savings
17%
-
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
2016
Annu
al M
CF S
avin
gs
Natural Gas Savings
Commercial
Residential
Income Qualified projects represent a significant portion of the portfolio each year
2016 MF IQ Program Results
-
200
400
600
800
1,000
1,200
Annu
al M
Wh
Savi
ngs
IQ Electric Savings
-
5,000
10,000
15,000
20,000
25,000
Annu
al M
CF S
avin
gs
IQ Natural Gas Savings
Commercial Prescriptive
Commercial DI
Residential Prescriptive
Residential DI
2016 2016
2016 MF IQ Program Results
184
1,610
427
8,288
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
No. Buildings No. Units
Num
ber o
f Ret
rofit
s
2016
Tenants Served in 2016
DI
P/C
16
17
Number of Measures
DI
PC
2016 Customer Satisfaction Results
8.7 8.8 8.98.7 8.8 8.9
8.6 8.88.9
8.8 8.8 8.98.7
8.9 8.9
5.0
6.0
7.0
8.0
9.0
10.0
Overall Experience Would Recommend Programs Would Recommend CE
Ratin
g on
1-1
0 Sc
ale
YE 2016 (n=831) Q1 2016 (n=270) Q2 2016 (n=277) Q3 2016 (n=148) Q4 2016 (n=136)
9.3 9.3 9.39.4 9.3 9.49.1 9.1 9.19.4 9.5 9.49.5 9.3 9.49.4 9.2 9.39.6 9.5 9.6
9.3 9.0 9.29.8 9.7 9.79.6 9.4 9.6
8.89.3
9.0
9.7
5
6
7
8
9
10
Installer Professionalism Installer Ability Technician RatingRat
ing
on
1-1
0 S
cale
YE 2015 YE 2016 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Clipboard Comprehensive savings opportunity report
Increased focus – blitz’s Appliances Safety Lighting
Focus on IQ TA’s
Tenant Education Sessions
2017 Initiatives for Income Qualified
Thank YouAmy Glapinski
Multifamily Program [email protected]
Contact the program team at:
877-607-0737
ConsumersEnergy.com/startsaving
