Online Portal and In-home Displays Offer an Experience Beyond Technology
• Gail Allen, Senior Manager, Strategic Initiative, Kansas City Power & Light
1:00 PM Thursday, 10/27/11

KCP&L launched its industry-unique Smart Grid demonstration project in 2010. The day the new meter is installed, customers are offered access to an in-home display and an energy information portal. Initial research has revealed nearly two-thirds of surveyed customers are using the portal at least one time per week. As product demand has exceeded expectations, KCP&L quickly realized it needed to focus on customer education, usage and adoption of the tools. This session will focus on the strategy to deliver the meters and displays, the customer acceptance model and survey campaigns to determine how behavioral habits are changing as a result of these initiatives.

• Gail Allen, Senior Manager, Strategic Initiative, Kansas City Power & Light
Gail serves as the Smart Grid Project Manager for Kansas City Power & Light. She is responsible for customer end-use programs for the regional demonstrations of smart grid technology and grid scale energy storage demonstrations. She leads a cross-functional team of product managers, marketing coordinators, data and regulatory analysts to develop smart grid customer products and services. Gail also oversees the team’s project definition requirements, selected vendors and a 2010-2014 implementation timeline. Her other responsibilities include customer education and outreach, which in 2010 resulted in customer adoption of more than 800 in-home displays within 3 months of project initiation.

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Increasing Business Customer Awareness of Energy Efficiency Opportunities
• Kevin Bricknell, Energy Data Services Manager, ComEd
ComEd’s Energy Insights Online (EIO) is a web-based tool allowing business customers to monitor and analyze their energy usage. The tool compares a customer’s usage with variables such as outside temperature and peak demand dates, providing business managers with a powerful assessment of facilities, conditions and the ways energy is used. EIO has garnered tremendous growth of nearly 900% over the past three years. Kevin Bricknell will also share mini-case studies detailing the impact of EIO on notable businesses within the ComEd service territory. This session will also detail how ComEd engaged internal stakeholders and generated customer awareness in the program externally through multiple promotional channels.

• Kevin Bricknell, Energy Data Services Manager, ComEd
Kevin joined ComEd’s Marketing and Environmental Programs department in June 2005 and is currently responsible for management of the award-winning Energy Insights Online and Energy Usage Data programs. During his 32-year ComEd career, Kevin has held a variety of supervisory and managerial positions in the Customer Service, Marketing and Treasury Departments.

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Employing a SmartConnectT Customer Engagement Strategy
• Mark Podorsky, Manager, SmartConnect Business Design, Edison SmartConnectT, Southern California Edison
3:30 PM Thursday, 10/27/11

Mark manages SmartConnect Business Design in Business Integration for Edison SmartConnect, Southern California Edison's (SCE's) award-winning program to replace the company's 5.3 million electricity meters with smart meters that will enable customers to better manage their energy use and allow SCE to better manage its electricity grid. Mark's responsibilities include managing the overall design and integration of Edison SmartConnect products and services as well as business processes. Expected to cost more than $1 billion and to take 4 years to complete, the Edison SmartConnect program is a major undertaking expected to reduce green-house gas emissions in California while contributing to a more reliable power grid.

• Paula Campbell, Director, Program Office, Edison SmartConnect™, Southern California Edison
Paula joined Edison SmartConnect in 2006 and oversees the project management and financial controls, change management and communication functions for the program. Her 20-year tenure with Southern California Edison includes customer service operations, information technology systems development, and business process integration. Throughout 2009 to 2012, the Edison SmartConnect program is charged with replacing approximately five million meters with “smart” meters that will enable near real-time energy use and pricing information. The award-winning program is designed to provide customers with the information and tools to more effectively manage their electricity usage and help them save energy, money and the environment.

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Smart Meter Installation Outreach Enhances Customer Relationships
• Risa Baron, Local Outreach Manager, San Diego Gas & Electric

SDG&E will complete its 2.4 million Smart Meter deployment in May 2011 for residential and small commercial customers. The utility has largely deemed the deployment a success with less than 3,000 customer inquiries, or .15% of the total install. Energy education, the development of stakeholder relationships and proactive media communications have significantly contributed to the success of the program. In addition, revamped customer outreach has created a communications foundation and revealed new channels for SDG&E to promote new products and servicessuch as dynamic pricing, HAN technology and energy efficiency/demand response. This presentation will share how the Smart Meter program has changed the way SDG&E works with customers as well as some lessons learned along the way.

• Risa Baron, Local Outreach Manager, San Diego Gas & Electric
Risa has more than 20 years of experience working in the environmental and sustainability industry. She joined SDG&E in 1996 to manage the Clean Transportation program and has been working on environmental programs for her entire career. She has experience includes program management, customer service and communications for energy conservation and energy efficiency programs for residential, commercial, new construction and local government customers. She joined the Smart Meter team in 2009, and was responsible for the public and stakeholder education for SDG&E smart meter deployment. Currently, she is responsible for the utility’s energy efficiency and demand response education to residential and business customers, as well as elected officials. Prior to joining SDG&E, Risa worked in the Transportation Demand Management industry as a public education manager.

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Using Multi-channel, Segmented Communications to Effectively Deliver Program Information
• James Demarest, Director, Customer Care, Pepco Holdings
• Juliet Shavit, President, SmartMark Communications
10:30 AM Friday, 10/28/11

In an effort to meet its smart meter deployment and activation customer education campaign goals, Delmarva Power employed numerous efforts to communicate program benefits. To ensure the utility was penetrating different market segments, it created and tested messaging to measure overall effectiveness. Also, understanding different customers have different priorities and connectivity with the utility, Delmarva Power used customer segmentation to properly disseminate information through multi-media channels. Hear Delmarva Power’s overall program strategy as well as results-to-date during this session.

• James Demarest, Director, Customer Care, Pepco Holdings
James is the Customer Care and Marketing Director for Pepco Holdings Inc. (PHI), a regional energy holding company that provides utility service to more than 1.8 million customers. PHI is the parent company of Potomac Electric Power Company, an electric utility serving Washington, D.C. and suburban Maryland; Delmarva Power, an electric and gas utility serving Delaware and the rest of the Delmarva Peninsula; and Atlantic City Electric, an electric utility serving southern New Jersey. James joined Pepco in 1999. Previously; he held the positions of Director, Strategic Planning and Director, Finance for Pepco, as well as President of Pepmarket.com. Prior to joining Pepco, James worked for AT&T and in the public accounting industry.

• Juliet Shavit, President, SmartMark Communications
Juliet founded SmartMark Communications in 2000 with the goal of providing a smarter strategic communications firm that could help companies integrate public relations and marketing efforts to provide increased visibility and credibility in their respective industries. Today, the company counts among its global client base both public and private companies, as well as non-profit organizations and government. Juliet launched her public relations career in the press office of The New Yorker magazine. Following her time at the magazine, Juliet went on to hold strategic marketing and public relations management positions both in the United States and abroad before founding SmartMark Communications. Over the last decade, Juliet has steered the company from a boutique integrated public relations and marketing agency to an internationally recognized Strategic Communications Advisory with an expertise in the adoption of New Media strategies.

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Making Energy Management Simpler for Residential and Commercial Customers
• Nadja Lalvani, City Spokesperson and Community Relations Manager, City of Naperville, Illinois
• Dave Tilson, Senior Manager, West Monroe Partners

Naperville’s Department of Public Utilities serves more than 143,000 residents as well as a significant high-tech corridor of large commercial companies. The municipality is executing a three-year, $22 million project to upgrade its grid. The project includes the installation of 57,000 smart meters, upgrades to internal systems, and the introduction of customer tools and programs to control and manage energy usage. This project will provide the utility and its customers with tools and programs to help reduce peak demand, increase the reliability of service and give customers choices and control over their energy consumption. The utility is also taking a very proactive approach to educating government officials and addressing public concerns. Through this presentation, attendees will come to understand Naperville’s customer-focused project objectives, goals and engagement approach.

• Nadja Lalvani, City Spokesperson and Community Relations Manager, City of Naperville, Illinois
Nadja leads all internal and external communications in the City of Naperville, including marketing, public relations, public information, employee communications and media relations. She is also responsible for maintaining active communication with all city stakeholders to represent and clearly convey city objectives and goals

• Dave Tilson, Senior Manager, West Monroe Partners
Dave has more than 15 years of experience working with organizations to improve and enable customer-facing or impacting processes and systems. His key focus is in helping utilities assess, develop, manage and enhance Demand Side Management and marketing communications for Smart Grid programs.