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White paper offers examples of successful utility programs for residential customers

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Credit: Photo by Christina @ wocintechchat.com on Unsplash

The Smart Energy Customer Collaborative (SECC) announced the release of a new white paper, “Identifying and Meeting Customer Needs,” which highlights services for residential customers from electricity providers across the U.S.

The white paper is based on five themes on consumers’ needs and wants found in SECC’s “2020 State of the Consumer” report. The five themes identified in the report are:

  1. Consumers are more ready than ever to engage on energy.
  2. Segmentation remains essential in a digital world.
  3. Energy engagement is fundamentally a journey for both society and individuals.
  4. Consumer expectations are shaping the future.
  5. Education remains a clear, strategic opportunity to increase energy engagement.

For each of these themes, the new white paper provides context for why it is important in today’s energy industry and offers examples of programs and services that illustrate the theme. The electricity providers covered are investor-owned utilities, electric utility cooperatives and municipal utilities, including Cobb EMC, Ameren Illinois, Austin Energy, ComEd, National Grid, Hawaiian Electric, DTE Energy.

Highlighted programs and services include an environmentally focused education campaign, an electric vehicle rate plan, a digital shopping platform for residential rooftop solar, an online marketplace for energy-efficient and smart home products and a demand response program that includes a free smart thermostat for participating customers.

“The energy industry has been increasingly transitioning toward customer-centricity over the past decade,” said SECC’s President & CEO Patty Durand. “By providing real-world examples for the big-picture themes from this year’s ‘State of the Consumer’ report, it is our hope that we can provide a clear path for electricity providers to follow in their consumer-focused efforts.”

You can access the white paper here.


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