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Welcome to the E Source Resource Center, which provides easy access to our comprehensive library of research, analysis, and tools.

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Marketing Prepaid Programs

April 4, 2012

Prepaid metering can be promoted to all residential customers, but certain segments value different messages delivered through specific channels. Which messaging and communication channels should you be using?

Content type: Research Brief | Document ID: RES-RB-17 | Author: Dulcey Simpkins, Sarah Fiebiger

Pick a Date, Any Date

Insights into Utility Custom Due-Date Programs

March 21, 2012

I’m looking for information and best practices around customer-selected or “pick a due date” programs. What utilities offer these types of programs, how interested are customers, and what are the cash-flow implications?

Content type: Ask E Source | Document ID: UCC-AskES-53 | Author: Stephanie Spalding

Stretching Your AMI Business Case to Cover Low-Income Concerns

February 28, 2012

February 2012 issue of the E Source Intelligent Grid Service newsletter.

Content type: Service E-mail | Document ID: IGS_SE_2-28-12

E Source E-Business Metrics Survey: 2012

Survey Definitions

February 8, 2012

This PDF contains the survey definitions for the E Source E-Business Metrics Survey: 2012. It provides further definitions and explanation for each metric listed in the Survey Instrument.

Content type: E Source Information | Author: Sarah Fiebiger

E Source E-Business Metrics Survey: 2012

Survey Instrument

February 8, 2012

This is the Survey Instrument for the E Source E-Business Metrics Survey: 2012. To participate, simply download this Excel file and fill it out. The survey looks at key e-business metrics and helps utilities compare the adoption of online services to other electric and gas companies.

Content type: E Source Information | Author: Sarah Fiebiger

E Source E-Business Metrics Survey: 2012

January 26, 2012

E Source is fielding the 2012 E-Business Metrics Survey. This survey will look at key e-business metrics and will help you compare the adoption of your online services to that of other electric and gas companies using the same standards.

Content type: About E Source Products & Services | Author: Florence Connally

Don’t Let Fairness Concerns Derail Your Smart Grid Business Case

December 27, 2011

Utilities lack sound intelligence on pricing-program implications for verified hardship customers—those whose households meet some poverty level measure and qualify for bill assistance. Regulators' fairness concerns about pricing programs can be addressed with the strategies outlined in this report. ...

Content type: Research Brief | Document ID: IGS-RB-10 | Author: Dulcey Simpkins

Does Next-Day Mail Delivery Matter Anymore?

December 8, 2011

In this digital age of instant news, I'm sure you have already heard that snail mail is, well, getting even more snail-like. On Monday, the U.S. Postal Service sought approval to end next-day delivery of first-class mail. This change could take place as early as April 2012.

Content type: E Source Blog | Document ID: ES-Blog-12-8-11-Mail | Author: Florence Connally - Associate Research Director

E Source Energy Management Survey 2011

Reporting Actions and Priorities at the Facility Level

November 4, 2011

In March 2011, E Source held its 18th Annual Energy Management Roundtable in Boulder, Colorado. At the Roundtable, we conducted a survey of the energy managers in attendance. This report summarizes the key findings of the survey.

Content type: Research Brief | Document ID: CEMC-RB-1 | Author: Todd Camnitz, Kevin Vranes

Update on Bill Design

August 1, 2008 | Updated: October 12, 2011

We are preparing to redesign our utility bill statement. Where can I find sample bills used by other utilities? Have you seen any new features for paper bills since the last E Source report on this subject?

Content type: Ask E Source | Document ID: RES-AskES-3b | Author: Gwen Farnsworth

The M-Power Program and Its Effect on Energy Usage

Forum 2011 Presentation

September 30, 2011

Cutting-Edge Behavioral Programs Behavioral programs that leverage tools such as social norms, competitions, personal goal-setting, and personalized feedback are changing the demand-side management (DSM) landscape. Utilities are increasingly expecting such programs to make significant ...

Content type: Forum, Slides | Author: Loren Kirkeide, Carolyn Johnson

Key Findings from the 2011 E-Business Metrics Survey

April 27, 2011

Join us to get a snapshot of the state of e-business in the utility industry. Learn results from our recent e-business metrics survey, trends in adoption of online services, and insights into and strategies for improving your company’s e-business activities.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: EBiz-WC-4-11-MetricsSurvey | Author: Florence Connally

Key Findings from the 2011 E-Business Metrics Survey

Recording

April 27, 2011

This is the web conference recording.

Content type: Recording | Document ID: EBiz-WC-4-11-MetricsSurvey-R | Author: Florence Connally

Key Findings from the 2011 E-Business Metrics Survey

Slides

April 27, 2011

These are the web conference slides.

Content type: Slides | Document ID: EBiz-WC-4-11-MetricsSurvey-SL | Author: Florence Connally

Top Trends in Utility Customer Care

April 7, 2011

Discover answers to the questions related to utility customer care we were asked most in 2010. Get the inside scoop on topics such as using social media for customer service, bill notifications, outage messages, prepaid metering, in-person payment centers, levelized billing, and more!

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: UCC-WC-4-11-TopTrends | Author: Richard Goodwin, Sarah Fiebiger, Alexandra Behringer

Top Trends in Utility Customer Care

Recording

April 7, 2011

This is the web conference recording.

Content type: Recording, Web Conference | Document ID: UCC-WC-4-11-TopTrends-R | Author: Richard Goodwin, Sarah Fiebiger, Alexandra Behringer

Top Trends in Utility Customer Care

Slides

April 7, 2011

These are the web conference slides.

Content type: Slides | Document ID: UCC-WC-4-11-TopTrends-SL | Author: Richard Goodwin, Sarah Fiebiger, Alexandra Behringer

Summary Billing Programs

March 2, 2011

Which utilities have summary billing programs? How are those programs structured?

Content type: Ask E Source | Document ID: UCC-AskES-47 | Author: Alexandra Behringer, Sarah Fiebiger

TXT 2 PAY 4 WTR

February 2, 2011

Text-to-pay service has arrived at utilities. If you don’t already have plans in the works to offer this ultra-convenient payment solution to your customers, I suggest you look into it.

Content type: E Source Blog | Document ID: ES-Blog-2-2-11-TXT | Author: Sarah Fiebiger - Research Associate

Increasing Online Registration: Case Studies from APS

December 8, 2010

Online self-service can’t happen unless customers first register for online access. Join us to learn how APS has used call center integration and marketing campaigns to increase its online account registration and enrollment in related offerings such as paperless billing and automatic payment.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: EBiz-WC-12-10-InnovOnlineReg | Author: Florence Connally

2010 Fantasy Utility Web Site

Best Practice Examples of Electric and Gas Utility Web Pages

June 24, 2010 | Updated: December 8, 2010

What sets good online features apart from the mediocre? Come see real examples of the features that rated highly in our 2009 Review of North American Electric and Gas Company Web Sites.

Content type: Fantasy Web Site | Document ID: EBiz-FantasyWebSite-10 | Author: Florence Connally

Increasing Online Registration: Case Studies from APS

Recording

December 8, 2010

This is the web conference recording.

Content type: Recording | Document ID: EBiz-WC-12-10-InnovOnlineReg-R | Author: Florence Connally

Increasing Online Registration: Case Studies from APS

Slides

December 8, 2010

These are the web conference slides.

Content type: Slides | Document ID: EBiz-WC-12-10-InnovOnlineReg-SL | Author: Florence Connally

PowerTalking Video - Your Call Is Very Important to Us

September 21, 2010

PowerTalking Video - Your Call Is Very Important to Us. A utility customer has quite an experience after receiving a higher bill than expected. Written and directed by Bill LeBlanc. Produced for E Source by Drew Naylor and Bill LeBlanc.

Content type: General Information

2010 Top Trends in E-Business for Utilities

September 1, 2010

Discover the most exciting developments and trends—and the issues that have come up—in energy e-business over the past year! We’ll give you the inside scoop on the topics such as mobile web sites, paperless billing, online videos, energy analysis, and payment trends.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: EBiz-WC-9-10-TopTrends | Author: Florence Connally

2010 Top Trends in E-Business for Utilities

Recording

September 1, 2010

This is the web conference recording.

Content type: Recording | Document ID: EBiz-WC-9-10-TopTrends-R | Author: Florence Connally

2010 Top Trends in E-Business for Utilities

Slides

September 1, 2010

These are the web conference slides.

Content type: Slides | Document ID: EBiz-WC-9-10-TopTrends | Author: Florence Connally

Achieving High Adoption Rates for Key Online Transactions

August 31, 2010

The e-business metrics are in. But what goes on behind the numbers? Learn the success stories for key online transactions such as paperless billing, online payment, and secure portal sessions. These lessons will provide tips on how to improve the adoption for these key metrics at your company.

Content type: Research Brief | Document ID: EBiz-RB-7 | Author: Florence Connally

Leveling the Paying Field: Levelized Billing Programs

June 24, 2010

What are the standard characteristics of utility levelized billing programs, and how do utilities calculate monthly payments? How many utilities offer levelized billing programs, and what participation rates have been seen?

Content type: Ask E Source | Document ID: UCC-AskES-38 | Author: Sarah Weldon

Residential Products and Services

March 2, 2010

What products and services do utilities typically offer to their residential customers? Does offering a variety of products or services affect a utility’s customer satisfaction scores?

Content type: Ask E Source | Document ID: RES-AskES-12 | Author: Stephanie Spalding