A "How Energy Efficiency Issues Impact Utility Customer Service Operation" Workshop will be presented immediately following the American Gas Association and Edison Electric Institute Customer Service Conference on April 2 in San Diego.  

The workshop goal is to help utility customer service executives better understand how energy efficiency issues can increase both member satisfaction and shareholder returns.  The workshop will focus on four "Energy Efficiency in Customer Service" utility case studies as well as those key success factors necessary to implement utility-wide strategies and department-level tactics that bring innovation to utility core processes.  

Featured case studies include:
-- "Customer Service Representatives on the Front Line of Energy Efficiency at WE Energies." Achieve higher customer satisfaction scores! Learn innovative ways for customer service representatives to incorporate the value of energy efficiency as a way to mitigate high bill complaints and increase awareness of energy efficiency programs.                 
-- "Generating Interest in Demand Response Programs at E.ON-US. " Leverage direct-response, out-bound calling applications to achieve low-cost customer enrollment and increase sign-ups for demand response programs.
-- "Linking Energy Efficiency to Energy Delivery at Progress Energy." Hear about an innovative employee communications program that ties customer awareness of energy efficiency services to the performance and incentive goals for the field services operations personnel.
-- "Treating Trade Allies like Family at NSTAR." Learn how a vendor-partnership program can support energy efficiency program goals.

This workshop is intended primarily for AGA and EEI member utility executives and staff with responsibilities for customer service operations.  However, anyone may register and attend.  The workshop is co-sponsored by the American Gas Association and Edison Electric Institute and presented by Market Development Group.

AGA/EEI Customer Service Conference & Workshop

An updated edition of the "Home Performance with ENERGY STAR® Industry Compendium" is now online at www.hpwes.org.  The Compendium, first published last fall, offers an online snapshot of key home performance industry programs, allies and resources for prospective program sponsors along with a bibliography of published papers, presentations, proceedings and research studies regarding home performance topics.

The Compendium update was introduced at the "California Utility Collaboration to Transform Existing Homes with Home Performance with ENERGY STAR®" workshop that was presented recently at the Southern California Gas Company's Energy Resources Center in Downey, Calif.  The workshop and compendium were co-sponsored by the U.S. Environmental Protection Agency and U.S. Department of Energy with support from Conservation Services Group and Lockheed Martin with Building Performance Institute, California Building Performance Contractors Association, Electric & Gas Industries Association and Market Development Group. The host utility was Southern California Gas Company.

The workshop brought together electric and gas utilities in California and neighboring states in an introduction and overview of the emerging field of comprehensive "home performance" improvements to existing homes. The workshop goal was to encourage broader adoption of such innovative programs across the West, building on the experience and knowledge developed in similar programs in California, Oregon and elsewhere. This new approach is essential to reach the deep home energy savings needed to meet energy resource, security, economic and climate needs. To see a gallery of workshop photos, click on the link below, go to Workshop and scroll to the bottom of the page.