LIURP: Non Savers
ENERGY ASSOCIATION OF PENNSYLVANIA
CONSUMER SERVICES CONFERENCE
Non Savers - Introduction
DEB DAVIS, COLUMBIA GAS
Non Savers
Customers who use more usage in the post period than in
the pre period.
By the Numbers: Non Savers*
Industry
Electric
Gas
2014
31.20%
27.30%
2013
39.20%
27.10%
2012
38.30%
22.40%
2011
29.20%
24.60%
By the Numbers: Statewide 2011 - 2014
ELECTRIC - 41,373
◦ 15,818( 38.23%) Non savers
◦ 72% are on CAP
◦ 52% are home owners
Gas - 11,241
◦ 2,462 (21.91%) Non savers
◦ 88% are on CAP
◦ 89% are home owners
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
Demographics/Social Background
Non Savers
Electric
Avg # of residents under 18
2
Avg # of residents over 62
1
Avg Household Income
$ 15,064 $
Median Household Income $ 13,188 $
Primary Source of Income
Employment
36%
Public Assistance
20%
Pension/Retirement
16%
Gas
2
1
13,614
12,000
27%
21%
34%
Housing statistics of Non Savers
Electric
Type of House
Single Family
Mobile Home
Row House
Avg Yr Constructed
Avg Sq Ft
Gas
78%
8%
1942
1162
75%
1%
24%
1894*
1706
Columbia Gas – Size of House
Columbia Gas – Average Pre Usage
Columbia Gas – Average Cost
Columbia Gas – Average Cost by
Contractor
Columbia Gas – Average MCF Saved
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.
Non Savers - Challenges
DAVE DEFIDE, DUQUESNE LIGHT COMPANY
What are the challenges?
◦Family Status
◦Broken Equipment
◦Structural/Safety Issues
◦Adding devices post weatherization
◦Behavioral
◦Expectations (Unrealistic)
Family Status
• Change of family size or
status such as:
• Birth of a child
• Elderly Parent moving in
• Child moving back
Broken Equipment
• Equipment not
functioning properly
such as:
• Furnace not working
• Leaking Water Heater
• Refrigerator not working
Structural/Safety
• Structural, health and
safety issues such as:
• Hole in roof
• Broken windows
Additional Devices
• Increase usage by
adding devices such as:
•
•
•
•
•
•
Oxygen Tanks
Televisions
Phones & Computers
Gaming consoles
Electric space heaters
Other household items
Behavioral
• Behavioral plays a big
part in savings vs. nonsavings such as:
• Unresponsive customers
• Time constraints
• Additional Barriers
• Continue to do what I have
always done
• Weather considerations
Expectations
• Customer expectation
• Company expectations
• Regulator expectations
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.
Non-Savers: What are we doing
and can we do more to address
Non-Savers
CARMEN MALLOY, PEOPLES GAS
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 Preyear)
◦ 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
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
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
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
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
E-mail address
Communicate via text message
Use social media
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
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
LIURP Non Savers
Comments/Feedback