The 20th Annual E Source Forum
2:00 pm - 4:30 pm
Exhibitor set-up
2:30 pm - 4:00 pm
Utility Communicators Council
Seventy-one percent of utilities surveyed across North America report that communications are playing an increasingly vital role within their business. That’s why we’re convening this Communicators Council—to help our members improve their strategies and techniques for effective communication. We’ll host an informal discussion of various “hot-button” issues and help participants assess the options in ways that will add to the more-structured panel sessions held during the rest of the Forum. Participants will also help shape the research agenda for the newly launched E source Utility Communicators Service. We encourage E source members to come share their communications insights and best practices as well as to present their most pressing problems for input from their peers. Our role is to bring utility communicators together, orchestrate a meaningful dialogue, and jump-start an ongoing improvement process!
Andrew Heath, Director, Customer Satisfaction Services, E Source
John Egan, Research Director, E Source
Matthew Joyce, Research Manager, E Source
Tuesday, September 25
2:30 pm - 3:30 pm
Getting the Most from Your E Source Membership
Everyone wants to get the most value from their investments, but sometimes it’s not obvious how to do it. In this session, we’ll offer dozens of practical tips and suggestions for maximizing the benefit of your E Source membership. For example, we’ll explain how to get the most out of your Member Inquiry privileges, how you can use information from our reports to enhance your newsletters and customer information pamphlets, and how to get access to E Source speakers for your meetings and conferences. Both existing and potential members are welcome to join us for this session.
Moderator: Kenneth Black, Executive Vice President, Member Services, E Source
Kathleen Burns, Director, Managed Accounts Service, E Source
Sandy Goodwin, Director, Utility Customer Care Service, E Source
Carl Grodnik, Assistant Manager, Efficiency & Demand-Response Programs Service, E Source
Andrew Heath, Director, Customer Satisfaction Services, E Source
Leland Keller, Member Inquiry Honcho, E Source
Rachel Reiss Buckley, Associate Director, Technology Services, E Source
Lynn Stein, Director, Efficiency & Demand-Response Programs Service, E Source
Arthur Venables, Manager, Corporate Energy Manager's Consortium, E Source
4:30 pm - 6:00 pm
Tuesday Welcome Reception
Wednesday, September 26
5:00 am - 6:00 am
Wednesday morning run
Must register in advance.
6:30 am - 7:30 am
Wednesday Breakfast
7:30 am - 9:00 am
The E Source Report: All You Need to Know
The news never stops, and energy news has never been hotter than in 2007. Even regular people—teachers, accountants, shop owners, and our very own relatives—are voicing increasing concern about energy. In this opening segment of the Forum, E Source will once again take a quirky look at the news of the day and then interview experts in such topics as:
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Strategic marketing to key accounts and how to reach the top
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The effect of demand-side management (DSM) on customer satisfaction
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Using channels and community groups to sell efficiency
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Cutting-edge lighting technologies
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The evolution of residential and small commercial load control
Bill LeBlanc, Interim Director, Mass-Markets Services, E Source
Matthew Joyce, Research Manager, E Source
Sandy Goodwin, Director, Utility Customer Care Service, E Source
Ira Krepchin, Associate Research Director, E Source
Tertia Speiser, Senior Research Associate, E Source
Andrew Heath, Director, Customer Satisfaction Services, E Source
9:00 am - 9:30 am
Break
9:30 am - 11:00 am
Best Practices from the 2007 E Source Web Site Benchmark Study
Join us to learn what we discovered in our third benchmarking study of North American electric and gas utility web sites. More than half of the utilities offering online services in North America actively participated in this study, giving us secure access to their online services. We’ll be presenting top-line results from this major research project along with some key findings and recommendations. We’ll also review industry rankings and present specific examples of utility best practices for a range of web site transactions.
Andrew Heath, Director, Customer Satisfaction Services, E Source
Innovative Partners for Mass-Market Outreach
Although many utilities have partnered with trade associations to reach deeper into mass-market customer segments, a few cutting-edge organizations have gone outside the box to find new allies for touching these customers. These new channels include congregations, university student groups, and financial institutions. We’ll explain how utilities have successfully leveraged such partnerships to enhance their outreach.
Maureen Cureton, Energy Manager, Community Business Banking, Vancity
Jerry Lawson, National Manager, Energy Start Small Business and Congregations, U.S. Environment Protection Agency
Dennis O'Connor, Program Manager for Small Business Programs, United Illuminating
Innovations in Program Design and Implementation for the Residential Sector
Many utilities are fine-tuning their efficiency programs and using innovative approaches to reach customers and to minimize rebate and administrative costs. Managers of established programs will provide details on how to design and implement successful DSM programs.
Gary Krieger, Program Manager, ENERGY STAR Labeled Homes, Long Island Power Authority
Margaret Crawford, Senior Marketing & Communications Specialist, Gainesville Regional Utilities
Giuliana Rossini, Director, Strategy & Conservation Officer, Hydro One
Giuliana Rossini, Director, Strategy & Conservation Officer, Hydro One
Demand-Response Measures for Commercial Buildings
Targeting demand-response recruitment efforts at specific market sectors can increase the likelihood of customers signing up for a program and responding to utility curtailment requests. Learn which commercial sectors are the best candidates for demand-response programs and which metrics different types of facilities rely on when participating in demand-response programs. Armed with this information, you’ll be able to advise your customers whether they should turn off some lights or raise the temperature setpoint next time you call on them for load control. We’ll also discuss how, in the future, your customers might not have to take any action if their facilities are able to automatically respond via sophisticated building controls.
Doug Nordham, Senior Director, Professional Services, EnerNOC
Mary Ann Piette, Staff Scientist, Lawrence Berkeley National Laboratory
Len Pettis, Chief of Plant, Energy and Utilities, California State University System
Len Pettis, Chief of Plant, Energy and Utilities, California State University System
11:00 am - 11:00 am
Wednesday Lunch
12:30 pm - 2:00 pm
Satisfied Employees Lead to Satisfied Customers
Highly engaged, conscientious customer service representatives (CSRs) consistently deliver the highest quality customer service. Recent research shows a strong correlation between employee engagement and customer satisfaction. Supervisors play a pivotal role in driving their CSRs' engagement levels and customer service satisfaction. Industry thought leader Barbara Burke and representatives from utilities that have applied her recommendations will outline an innovative team-based learning process that supervisors can use to energize, inspire, and empower their teams to deliver excellent customer service with every call.
Barbara Burke, Principal, Barbara Burke and Associates
Judy Heinen, Supervisor, Customer Care, Otter Tail Power Company
Demand-Side Management Expert Panel
Everyone in the world of demand-side management (DSM) is running at top speed—and being asked to run even faster. An expert panel of DSM managers from around North America will lead what’s sure to be a lively discussion of some of the tough issues we’re all facing, including: What’s the role of DSM in a carbon-constrained world? What can you do if you’re asked to double or triple your DSM portfolio in a year? What’s the right balance between efficiency and demand response?
Michael Goldenberg, Director, Duke Energy
Giuliana Rossini, Director, Strategy & Conservation Officer, Hydro One
Bill Shepherd, Energy & Business Services Manager, Gainesville Regional Utilities
Tim Stout, Vice President, Energy Efficiency Services, National Grid
Gene Rodrigues, Director, Energy Efficiency, Southern California Edison Company
Innovation in Cooling Technologies
Sometimes teaching an old dog a new trick is much better than getting a new dog. The same can be true for space cooling technologies. Clever researchers identified niches in which chillers and economizers weren’t working very well and found ways to make these technologies perform more effectively. These innovations have the potential to increase energy savings opportunities for cooling efficiency programs.
Reid Hart, Engineering Supervisor, Eugene Water & Electric Board
Dan Thatcher, Vice President of AfterMarket Businesses, Turbocor
A Strong Foundation: Working with the Builder and Developer Community
Small and midsize businesses, builders, and developers constitute an important class of end-users for utilities. They can also help utilities make inroads into their residential customer market. We’ll detail what these businesses are looking for from their utility, the potential for partnerships with them, and best practices for serving this market segment.
Leland Keller, Member Inquiry Honcho, E Source
Derek Brown, Director of Engineering, Forest City Enterprises
Jeff Rath, Conservation Specialist, Colorado Springs Utilities
Michael McAteer, Manager, Business Efficiency Services, National Grid USA
Bryan Serinese, Web Channel Communications, Sacramento Municipal Utility District
2:00 pm - 2:30 pm
Break
2:30 pm - 4:00 pm
Price Increase Communications: Turning Lemons into Lemonade
The delivered retail price of electricity and natural gas is on the rise. Despite today’s dynamic media market, many utilities are simply reusing the communications plan developed for their last rate case—when Ronald Reagan was president! Utilities can’t hope to win today's battle for customer’s hearts and minds using yesterday’s concepts and tools. A panel of communicators will discuss what their organizations have done to prevent price increases from sinking customer satisfaction and creating a public outcry against the utility.
Nelson Ross, Supervisor of Corporate Communications, SRP
Ed Clark, Director of Communications, Austin Energy
Ed Clark, Director of Communications, Austin Energy
Data Centers: They’re Back and They’re Badder than Ever
When the tech boom went bust early this decade, the data center industry collapsed. But over the past year, the good times returned, and data centers are now expanding in both number and size. In addition, the global energy consumption and power density of computer servers used in these centers are also on the rise. Those combined trends are creating new stresses for data center operators as well as for the utilities that serve these facilities. We’ll explore new techniques and programs for processing more bytes while using less energy.
Jay Stein, Executive Vice President, Research, E Source
William Tschudi, Principal Investigator, Applications Team Manager, Lawrence Berkeley National Laboratory
Mark Bramfitt, Principal Program Manager, Customer Energy Efficiency, Pacific Gas & Electric
William Tschudi, Principal Investigator, Applications Team Manager, Lawrence Berkeley National Laboratory
Mark Bramfitt, Principal Program Manager, Customer Energy Efficiency, Pacific Gas & Electric
2:30 pm - 5:00 pm
Wednesday afternoon hike
Wednesday afternoon bike ride
Wednesday afternoon run
National Oceanic and Atmospheric Administration's Science On a Sphere
Science On a Sphere is an animated globe that can show dynamic, animated images of the atmosphere, oceans, and land of a planet. NOAA primarily uses SOS as an education and outreach tool to describe the environmental processes of Earth.
5:30 pm - 9:00 pm
Wednesday Exhibitor-hosted reception and dinner
Must register in advance.
Thursday, September 27
5:00 am - 6:00 am
Thursday morning hike
Must register in advance.
6:30 am - 7:30 am
Thursday Breakfast
7:30 am - 9:00 am
The Converging Imperatives of Climate Change and Demand-Side Management
Increasing concern over climate change is bringing intense pressure on utilities and their large customers to reduce greenhouse gas emissions. What level of energy savings and emissions reduction can we deliver with DSM, how quickly, and at what cost? How do climate-friendly supply options fit into the picture? And how will the shifting policy landscape affect the business of energy?
Michael Shepard, President, E Source
Ralph Cavanagh, Co-chair, Energy Program, Natural Resources Defense Council
Thomas Eckman, Manager of Conservation Resources, Northwest Power and Conservation Council
9:00 am - 9:30 am
Break
9:30 am - 11:00 am
Best Practices from the 2007 E Source Interactive Voice Response Benchmark Study
In 2007 E Source completed the most comprehensive benchmarking study of utility interactive voice response (IVR) units to date. One-third of the electric and gas utilities in North America actively participated in this study, giving us access to their secure IVRs. We’ll present top-line results from this in-depth research along with some key findings and recommendations. We’ll also share the industry rankings and give specific examples of utility best practices for a wide range of IVR transactions.
Maggie Boys, Senior Research Associate, E Source
Regina Collins, Supervisor, Cleco Corporation
Ann Jenkins, Communications Representative, Cleco Corporation
Getting the EE in GrEEn Buildings
Green buildings are hugely popular—but are they energy efficient? We know how to construct buildings that use much less energy than standard buildings, yet market penetration is still low. We’ll look at results from completed green buildings and explore innovative utility programs that capitalize on both public enthusiasm for green and sound building science. Our panelists will share information on program designs and outreach options that work, discuss techniques for reaching decision-makers, and explain how standardized programs such as LEED and Energy Star fit into their portfolios.
Adam Hinge, Manager, Sustainable Energy Partnerships
Paul Torcellini, Senior Engineer-Commercial Building Team Leader, National Renewable Energy Laboratory
Michael McAteer, Manager, Business Efficiency Services, National Grid USA
Multi-Media Mania
We’ll explore a potpourri of creative ideas for getting utility messages out to customers. Innovative approaches include using television shows, viral marketing, YouTube and other Internet video options. You’ll be able to find ideas that fit your budget, your markets, and your message.
Doug Craig, Producer/Director of Media, Xcel Energy
Chris Dierker, Market Communications Manager, Xcel Energy
Robin Sempf, PowerHouse Producer, Alliant Energy
Latest and Greatest: New Trends in Mass-Market Products and Services
Developing new offerings for mass-market customers is like trying to hit a moving target. For utilities, the driver for creating new programs and services for these customers has shifted from increasing revenue to enhancing customer satisfaction. We’ll review some of the most promising new mass-market products and services, including some that are related to efficiency and financing.
Dennis O'Connor, Program Manager for Small Business Programs, United Illuminating
Adam Capage, Senior Manager, Utility Partnerships, 3Degrees
George Phillips, Manager, C&I Markets, Kansas City Power & Light Company
11:00 am - 12:30 pm
Thursday Lunch
12:30 pm - 2:00 pm
Peer Problem-Solving: Improving Customer Service
Meeting customer expectations for service delivered through your call center, your IVR system, e-mail, and your web site are challenges utilities must meet every day. However, as utilities turn to new customer service channels, more opportunities for not meeting customer expectations arise. We'll lead an open discussion about the best ways to identify and solve problems, facilitate the sharing of ideas and experiences, and help identify best-practice solutions for improving customer service.
Realizing the Full Potential of Demand Response
Demand-response (DR) initiatives are becoming more common at utilities and independent system operators as a way to potentially defer investment in new power plants, upgrading transmission infrastructure, or purchasing costly power. Determining which customers are willing to shed load—and how much—requires a blend of engineering, statistics, and behavioral psychology. Our speakers will explain how they assess DR potential, look at the results some of the more aggressive utilities are obtaining, and offer suggestions for how utilities can better integrate DR with the rest of their operations.
Charles Goldman, Staff Scientist, Lawrence Berkeley National Laboratory
Roddy Diotalevi, Director, Sales and New Ventures, United Illuminating
Robert Laurita, Manager, Demand Response, ISO-NE
Don’t Be LED Astray
Everybody in the lighting industry is talking about light-emitting diodes (LEDs) and making all kinds of claims—some of which can be verified, many of which cannot. We want to help utility personnel and corporate energy managers sort through the hype. A panel of researchers, users, and government officials will discuss evolving products and standards to help you decide what’s real today and what to expect in the future.
Kevin Gauna, Project Engineer, California Lighting Technology Center
Jeff McCullough, Project Engineer, Pacific Northwest National Laboratory
John Percival, Energy & Capital Project Manager, Provincial Health Services Authority
Victor Roberts, Consultant, Roberts Research & Consulting, Inc.
Next Steps in Mass-Market Segmentation
Utilities trying to decide what the next steps should be for their segmentation schemes often find it hard to make the leap from gathering and classifying data to making the information pay off in terms of increased customer engagement. Find out what your data can tell you about customer buying behaviors and how advanced segmentation techniques can boost that pay off.
Moderator: Bill LeBlanc, President, Boulder Energy Group
Michael Reid, Research Director, E Source
Suzanne Shelton, CEO, Shelton Group
Bruce Wilkinson, Vice President, Practice Leader, Media & Communications, Claritas
2:00 pm - 2:30 pm
Break
2:30 pm - 5:00 pm
Tour of Solar Harvest
Solar Harvest is one of the most unique Zero-Energy homes in Colorado. The optional tour will highlight the unique design features and energy systems.
Tour of Celestial Seasonings
Tour the factory floor where 8 million pungent tea bags are produced daily, walk through the company Art Gallery to view original paintings for Celestial Seasoning tea box graphics, and sample a new flavor or enjoy an old favorite Celestial Seasoning Tea!
Trip to Flatirons Crossing Mall
Located just outside of Boulder. Enjoy shopping at Macy's, Nordstrom's and Dillard's.
Thursday afternoon hike
Thursday afternoon bike ride
Thursday afternoon run
5:30 pm - 7:30 pm
Dine Around Boulder
A separate fee applies
Friday, September 28
5:00 am - 6:00 am
Friday morning run
Must register in advance.
6:30 am - 7:30 am
Friday Breakfast
7:30 am - 9:00 am
Online and IVR Payment and Billing
Getting more customers to view and pay their bills electronically is a critical objective for utility e-business and customer care professionals. Join leading industry experts for a lively panel discussion in which we’ll explore how to achieve this important objective. We’ll also share results from 2007 E Source surveys about adoption rates for web and IVR payments, paperless billing, and credit-card payments.
Paul Komor, Senior Advisorn, E Source
Bryan Serinese, Web Channel Communications, Sacramento Municipal Utility District
Bryan Serinese, Web Channel Communications, Sacramento Municipal Utility District
Randy Vance, eServices Manager, Kansas City Power & Light Company
Tom Cunningham, Manager, Voice Interaction Technologies, Duke Energy Corporation
Innovations in Program Design and Implementation for the Commercial and Industrial Sectors
Many utilities are fine-tuning their efficiency programs and using innovative approaches to reach customers and to minimize rebate and administrative costs. Managers of established programs will provide details on how to design and implement successful DSM programs.
Denise Kuehn, Manager Demand Side & Sustainable Management, Omaha Public Power District
Kevin Cooney, CEO, Summit Blue
Heather Davidson-Meyn, Consultant, IndEco Strategic Consulting Inc.
The Big Dogs Speak Again
Join a panel of corporate energy managers from several Fortune 1,000 companies as they tell us what they want from their energy providers, what they think of the service they're receiving today, and what issues are keeping them awake at night. This promises to be a no-holds-barred session.
Roger Curtis, Manager Energy & Sustainability, CB Richard Ellis
Dennis Moran, Energy Director, Eastern Region, Marriott Corporation
John Percival, Energy & Capital Project Manager, Provincial Health Services Authority
Len Pettis, Chief of Plant, Energy and Utilities, California State University System
Ron Slember, Global Utilities/Energy Leader, Pfizer
Why Is Everyone So Excited About CBSM?
Community-based social marketing (CBSM) isn’t all new, but the buzz around it in the energy services world is. Utilities and energy service companies are recognizing that they can take the strategies and rules-of-thumb from social marketing and apply them to their own outreach efforts, helping to convince customers to sign up for demand-response programs, purchase energy-saving equipment, or simply turn off their lights. Just sending out brochures doesn’t generate much response, and neither do rational but uninspiring cost-saving arguments. Learn from concrete examples how CBSM—prompts, norms, commitment, vivid messaging, and incentives—can improve your outreach results.
Moderator: Gwen Farnsworth, Research Manager, E Source
Bill LeBlanc, President, Boulder Energy Group
Patricia Thompson, Senior Consultant, Summit Blue
9:00 am - 9:15 am
Break
9:15 am - 10:40 am
Factor-10 Engineering: Advanced Design Integration for Radical Savings at Lower Cost
Optimizing whole systems for multiple benefits rather than optimizing isolated components for single benefits can often result in very large energy savings that cost less than small or no savings. This "tunneling through the cost barrier"—earning expanding rather than diminishing returns from investment in negawatts—has now been observed in tens of billions of dollars' worth of projects in more than 20 market sectors. It’s just one of the ways in which new technologies and design methods continue to make electrical savings bigger and cheaper.
Amory Lovins, Chief Scientist, Rocky Mountain Institute
10:40 am - 10:45 am
Closing Remarks
11:00 am - 12:00 pm
Friday Lunch
Must register in advance.