Topic:"Customer Service" in M11647

Agreement Reached Between the Parties EOne and NS Power have reached agreement in principle respecting the transfer of CEM program data and have further agreed to share in the use of a single CEM platform – Bidgely. While both Parties will...

AI summary EOne and NS Power have agreed to collaborate on the CEM program using a single Bidgely platform, with EOne maintaining control over specific modules. This collaboration is expected to reduce costs and improve customer experience by minimizing duplication and confusion.

Note: EOne Proposes Responsibility for the Area Highlighted in Red below CEM Effectiveness Category Measurement Metric Measurement Description What is Measured How it is Measured Measurement Approach Load & Energy Usage / Low user groups a...

AI summary The table outlines various effectiveness measures for the Customer Energy Management (CEM) program, focusing on load and energy usage, cost, and paperless billing. It includes metrics such as billed amount impact, load reduction analysis, and changes in call volumes and handling times at the Customer Care Center.

9 (a) Please complete the following table CEM Measurement Measurement Description Utility Responsible Effectiveness Metric for assessment Category (NS Power/ EOne) Customer Billing Impact Billing Amount by bill period for CEM Load & High/L...

AI summary The table outlines various metrics and measurement descriptions related to the effectiveness of Customer Energy Management (CEM) programs, including billing impact, load and energy usage analysis, and service cost efficiencies. The utility responsible for these assessments is either NS Power or EOne.

Request IR-3: - Page 4 of the application states this framework will "…reduce potential customer confusion - associated with conflicting recommendations." Please provide examples of the conflicting - recommendations offered by NS Power thr...

AI summary The document requests examples of conflicting recommendations provided by NS Power through the CEM compared to those provided by EOne to customers, aiming to reduce customer confusion.

September 11, 2024 [email protected] James R. Gogan McInnes Cooper 292 Charlotte Street Sydney NS B1P 1C7 Dear Mr. Gogan: M11647 – EfficiencyOne Behavioural Program Update On April 8, 2024, Efficiency One (EOne) filed an update...

AI summary Efficiency One (EOne) filed an update on its behavioural program with the Nova Scotia Utility and Review Board, detailing collaboration with NS Power to align their programs and reduce costs by using a shared CEM platform, Bidgely. This aligns with the Board's decision in Matter M10473, requiring quarterly updates on their collaborative efforts.