Smart grid technology in itself is not enough to lower energy consumption

	ACEE just released a study concluding that smart grid technology in itself is not enough to lower energy consumption. The premise is that customers need to be presented information that will help them take actions to reduce consumption.  Recommendations were for online or in-home displays of consumption and benchmarking with customers in their neighborhood.  It is true that there is currently limited deployment of in-home displays. In a study we conducted in the fall of 2009, IDC Energy Insights found that only 6.6% of utilities were deploying in-home displays.  Another 14% were piloting these devices. Utilities are, however, taking steps to present consumption data to their customers. Take for example, Austin Energy, which made a commitment to display data one of their top priorities. So, we agree that it requires people and process, but there are other pieces of technology that utilities should be integrating to make real reducations happen.
	Utilities are missing a link to action that could easily be accomplished by connecting the dots with back office systems.  Here's the scenario.  A customer thinks that their energy bill is too high and goes to view consumption data. The data is presented in terms of costs – not just KWH consumed – so that impact is apparent.The customer also see how well their household is performing compared to their neighbors or peers.The next step that would lead to action would be to show the customer which appliances are contributing the most to costs and to provide the customer with recommendations on how he or she can reduce their costs.  That's the information piece.  Better yet, the customer is directed to a site where he or she can enroll in an appropriate energy efficiency program that involves installation of energy saving equipment and appliances.  So now a measure that is more efficient is installed – a persistent savings. This seems simple enough. But, utilities have not put all the pieces together from a systems perspective.  The pieces that are needed are display to the customer, the same display to the customer service representative (CSR), live chat (if the interaction with the customer is online), analytics (bill disaggregation, recommendations, referral to appropriate energy efficiency program taking into account where customer is currently already enrolled), and a link to enrollment in the appropriate energy efficiency program.To make this happen requires integration with CIS, CRM and energy efficiency program management system. This will also require utilities to bring together customer service, energy efficiency and IT to build the business process. And finally, touching some sacred cows – such as the legacy CIS that does not have robust CRM capabilities.  Are utilities ready?    Listen to the Teleconference