Topic:"Customer Service" in M12249

The Evaluator conducted: - Interviews with program staff, participants, and Energy Advisors. - Interviews with dropped-out participants and non-participants to analyze barriers to participation and operating agreement design. To determine...

AI summary The Evaluator assessed the Affordable Multifamily Housing (AMH) program, noting high participant satisfaction but challenges with incentive clarity, project delays, and audit templates. Energy savings fell short of targets, though participation increased. Recommendations include revising incentives, providing technical support, and improving audit templates. The evaluation method was deemed appropriate.

M12249 – EfficiencyOne (E1) Application for Approval of the 2026 DSM Extension 1 Request IR-02: 2 3 (a) How does E1 protect the personal information of customers within E1's activities? [MAY 4 REQUIRE CONFIDENTIAL RESPONSE] 5 6 (b) How doe...

AI summary The document outlines requests and responses related to EfficiencyOne's (E1) application for approval of the 2026 DSM Extension. It includes inquiries about data protection, cyber insurance, and complaint handling practices, with some responses marked as confidential.

E1 Responses to Nova Scotia Energy Board (NSEB) Information Requests NON-CONFIDENTIAL 1 (c) The resolution of complaints related to both its regulated and non-regulated programs is a 2 key priority for E1, as the reputation of E1 and its p...

AI summary E1 emphasizes resolving complaints for both regulated and non-regulated programs as a priority, citing its impact on reputation and mission. A unified process handles complaints, with escalation to senior management and an appeals officer if unresolved. The process is detailed in Attachment 1 and outlined on the Efficiency Nova Scotia website.

The purpose of this process is to provide consistent, accurate and timely information to our customers when they make inquiries or complaints. Our priority is to deliver efficient and quality handoffs to facilitate a more effective case ma...

AI summary This process aims to ensure consistent, accurate, and timely information delivery to customers during inquiries or complaints, with a focus on improving case management efficiency and customer service through better interdepartmental collaboration.

The undersigned parties agree to the roles and expectations defined in this document and are accountable for ensuring that their respective business functions adhere to them. Name: Role: RESPONSIBILITIES ACTION EXPECTATION Customer service...

AI summary This document outlines the roles, responsibilities, and escalation procedures for customer service within an organization. It emphasizes the importance of treating customers with respect and fairness, outlines the process for case creation, response times, and follow-up actions, and defines the different tiers of escalation for unresolved complaints.

EfficiencyOne 2025 Engineering & Planning – Energy Managers EfficiencyOne 2025 Customer Experience Systems

AI summary The document is part of a regulatory proceeding related to EfficiencyOne 2025, focusing on customer experience systems and energy management. It includes figures from pages 18 and 19 but lacks detailed content or analysis.

Home Energy Assessment - Continued support for existing program. - The Green Heat program component will be incorporated into HEA with expanded customer support through a streamlined remote audit path - In 2026, a program investment of $5....

AI summary The Home Energy Assessment (HEA) program will continue with the integration of the Green Heat program component, offering expanded customer support via a streamlined remote audit process. A 2026 investment of $5.0 million is planned to support 1,900 homeowners.

E1 Responses to Synapse Energy Economics (Synapse) Information Requests NON-CONFIDENTIAL 1 E1's Residential Behaviour program component service provider, E1 is able to identify 2 trends based on time-of-day usage. An example would be ident...

AI summary E1's Residential Behaviour program uses time-of-day usage data and segmented marketing strategies to engage customers, including personalized messaging and targeted recommendations for energy efficiency. The program leverages Customer Relationship Management systems and Demand Response Management Systems to increase participation and retention.

1 Request IR-36: 2 3 Please provide the marketing and outreach strategy plan and quality assurance frameworks for 4 the demand response programs. 5 6 Response IR-36: 7 8 Eco Shift (Residential Demand Response) 9 10 Eco Shift marketing and...

AI summary The response to Request IR-36 outlines the marketing and outreach strategy for the Eco Shift residential demand response program, emphasizing awareness, education, and streamlined enrollment processes. Multiple channels including traditional media, social media, and website promotions are planned to support customer engagement.

8 Response IR-5: 9 We do not have a specific number for real energy savings. Here is why: Our role is to flag 10 problems, so that they can be discussed and considered. This is how our role contributes to policy 11 development and planning...

AI summary The respondent explains that real energy savings cannot be quantified specifically, as savings depend on utility system planning, customer type, and subjective customer perceptions of effort and cost. They emphasize the need for discussions with customers during site visits to understand residential perceptions of meaningful savings.

Request IR-4: - Regarding complaints, for the years 2020 to 2025 year-to-date: - a) Please state how many complaints were received each year. - b) For each year, please identify the percentage of those complaints that were related to regul...

AI summary Request IR-4 seeks data on complaints received by E1 from 2020 to 2025, including annual counts, percentages related to regulated vs. non-regulated programs, and sources (customers vs. contractors). It also asks whether non-regulated complaints impact regulated programs, resolution processes for unresolved complaints, and the existence of a written complaint resolution policy.

h higher than the actual values from 2023 and 2024? Do the 2026 Plan Extension assumptions correct for the historical over-projections of Investment/Lifetime Energy Savings in the 2023 and 2024 plans? - Request IR-13: Page 5 of Appendix A...

AI summary The text requests detailed information on E1's challenges in meeting demand response (DR) targets due to customer awareness, retention, and device quality issues, and asks for a table comparing planned vs actual adoption and 2026 Plan Extension projections.