![]() ![]() Purpose of This Case Study The intent of this study is not to cover ground that other reports have already answered about program performance, but to get a better picture of the internal workings of an organization by telling the practitioners' story. Department of Energy, Office of Electricity Delivery and Energy Reliability, and the project was managed by the Association of Demand Response and Smart Grid (ADS). ![]() This case study was prepared by Sharon Talbott, an independent contractor, on behalf of the National Action Plan on DR as a basis for conversation among stakeholder groups. We hope these case studies will become the subjects of a series of articles, panels at industry conferences, and used in workshops emulating the business school case study process. For readers who want to delve deeper into background material, including quantitative evaluations and load impacts supported by the practices discussed in interviews, a list of sources and other pertinent reports is provided at the end of each case study. We focus on questions: How did the key player(s) view the challenges? What happened? What processes were used to meet the challenges? What were the reactions and perspectives of different stakeholders? What worked, what didn’t work, what problems had to be overcome, what’s next? Structure and Uses Discussion questions are embedded in the narrative to stimulate further thought and application on the part of the reader. To complement the detailed reports and data analyses common in the industry, we chose a narrative style that allows the individuals involved in the program or project to “tell their story” and state the challenges that presented themselves. representative customers, consumer and/or environmental advocates, utility staff, regulators, and relevant technology or service providers and analysts) to collect perspectives that would add insight to other published sources, presenting findings in a way that would help others apply the practices to their own situations. We have chosen to interview various stakeholders (e.g. Approach In developing its own plan, ADS deliberated over what kind of case study would be most useful to its target audiences of DR practitioners, smart grid technology and service providers, policymakers, and other stakeholders involved in demand response and smart grid activities. Consumers and the general public are not the intended audience of this paper. Past NAPDR case studies include: PowerCentsDC, A Model for Stakeholder Collaboration, February 2011 Salt River Project (SRP), The Persistence of Consumer Choice, June 2012 Audience The NAPDR called for the development and dissemination of case studies as an action to support demand response practitioners and policymakers. 17īackground ADS Case Studies The National Action Plan on Demand Response (NAPDR), published by the Federal Energy Regulatory Commission in June 2010, called for the development of case studies that would illustrate “lessons learned.” The Association for Demand Response and Smart Grid (ADS) produced this, the third case study in a series. 16 Other Pertinent Case Studies.16 Author’s Bio. 15 Successful participation from low-income consumers. 15 Creating demand for adjacent programs. 12Ĥ | SMART METER DATA USED APPROPRIATELY. 11 Meeting customer expectations at every stage. 11 Aligning departments within the utility. 11 Making sure the product meets customer expectations. 10 Walking in the customer’s shoes.10 Coordinating messages. 9 Retaining customers is as important as gaining customers. 9 Changing the nature of utility contact center support. 8 Starting with the familiar and building from there. 7 Market potential: setting realistic acquisition goals. 6 Zeroing in on the best candidates for SmartRate™. 6 Understanding the country’s most diverse utility customer base. 5 Converging Rate Product Design Around Customer Experience. Pacific Gas & Electric (PG&E) SmartRate™. ![]() 4 Reasons for Choosing SmartRate™ for a Case Study. Case Study: Pacific Gas & Electric Company (PG&E) SmartRate™ Product Design Converges on Customer Experience September 2013 ![]()
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