Many utility customers struggle to pay their utility bills and increasingly rely on energy assistance. But assistance can be considered a “band-aid”: not solving the root causes of unaffordable energy consumption. These customers can reduce their household energy use and costs through demand-side management (DSM) programs: home energy efficiency and weatherization upgrades that reduce energy consumption and costs, and that address long-standing health and safety issues.
However, the current customer experience around DSM program processes is often frustrating, time-consuming, and costly for customers, utilities, and their partners. We must optimize this process to enhance customer experience and improve DSM program performance. We believe there is a clear business case, regulatory driver, and customer need to get this process right.
E Source is launching a new multi-client study that aims to help utilities understand and improve the DSM customer journey and create stronger outcomes for all stakeholders. Join us to learn how you can participate in, and benefit from, this multi-client study.
We’ll cover:
- Identifying key points in an income-qualified DSM customer journey and common elements of the current customer experience when accessing DSM programs.
- Hearing direct feedback from utility customers who enroll in DSM programs.
- Creating stronger outcomes for utilities, agency partners, third-party program implementers, contractors, and customers.
- Informing utility teams with a shared vision for the customer journey and preparing a process improvement roadmap.
Speakers:
Jamie Wimberly, Senior Vice President, Utility Customer Strategy, E Source
Ben Nathan, Director, Affordability and Equity, E Source
Who should attend:
This event is open to energy industry professionals who are interested in learning about how DSM programs can improve the customer experience for those who struggle to pay their utility bill.
Interested in this event but can’t attend? Register anyway and we’ll notify you when the presentation and recording are ready for on-demand viewing. Questions about this event? Send us a message.
