Topic:"Customer Service" in M12780

ate first to NS Power's My Energy Insights portal before being able to access My Efficiency Insights. This complex multi-step navigation contributed to lower than anticipated engagement: application.

AI summary The document highlights that users must navigate multiple steps from NS Power's My Energy Insights portal to access My Efficiency Insights, leading to lower-than-expected engagement due to complex navigation barriers.

5.2 PROGRAM DELIVERY COSTS The Preferred Plan gives due consideration to program delivery costs. E1 has heard some concerns from stakeholders that program delivery costs have increased unreasonably since the last plan. However, E1 submits...

AI summary The Preferred Plan addresses stakeholder concerns about rising program delivery costs by attributing increases to structural and market factors beyond E1's control. Customer incentives now account for 71% of costs, reflecting increased customer need for financial support. E1 cites a 2015 memo by Philippe Dunsky to justify cost management strategies.

2. Data and analytics support costs Data and analytics support costs come in the form of engaging and partnering with third parties, where needed, to support E1 staff in the areas of data science and data engineering, as well as expected c...

AI summary Data and analytics support costs involve third-party engagement for E1's data science and engineering needs, as well as ongoing customer data feeds from NS Power. E1's information ecosystem underpins its R&D efforts, emphasizing the importance of robust data infrastructure.

3. Complete program harmonization initiative E1 will complete a program harmonization initiative to streamline and modernize E1 operations, aimed at improving the customer experience by simplifying the requirements and processes customers...

AI summary E1 will implement a program harmonization initiative to streamline operations, enhance customer experience by simplifying participation processes, and leverage technology, process engineering, and data integration across customer touchpoints and channels.

INFORMATION & ANALYTICS - E1's customer satisfaction and total awareness of Efficiency Nova Scotia scores will be reported as performance indicators in each DSM Annual Progress Report during the five-year Plan. - Study findings and data an...

AI summary E1 will report customer satisfaction and awareness metrics in DSM Annual Progress Reports. Data insights will guide program decisions and customer engagement. Program harmonization aims to reduce wait times and customer inquiries.

38 5. NOTIFICATION OF SIGNIFICANT CHANGES 39 5.1 EfficiencyOne shall provide notice of Significant Changes to NSPI at the same time as 40 EfficiencyOne makes application to the UARB NSEB for the approval of the Significant 1 Changes. Subje...

AI summary EfficiencyOne must notify NSPI when applying for approval of significant changes to the EECA DSM Resource Plan. NSPI may submit written comments to UARB NSEB regarding these changes, subject to regulatory discretion.

38 20. DEFAULT AND TERMINATION - 39 20.1 This Agreement may be terminated immediately by either Party, in whole or in part, upon 40 the happening of one or more of the following events: - 41 (a) EfficiencyOne's Franchise is terminated and...

AI summary The agreement outlines termination conditions, including bankruptcy, insolvency, or failure to correct breaches. EfficiencyOne and NSPI must notify each other via specified addresses. The UARB NSEB may intervene in default cases. Breach correction timelines and plans are required to avoid termination.

5. NOTIFICATION OF SIGNIFICANT CHANGES 5.1 EfficiencyOne shall provide notice of Significant Changes to NSPI at the same time as EfficiencyOne makes application to the NSEB for the approval of the Significant Changes. Subject to the terms...

AI summary EfficiencyOne must notify NSPI of significant changes to the DSM Resource Plan simultaneously with submitting an application to the NSEB for approval. NSPI retains the right to submit written comments on such changes under the Public Utilities Act.

21. NOTIFICATIONS 5 21.1 All notices to be given to either Party under this Agreement shall be written and addressed 6 to the NSPI and to EfficiencyOne as follows:

AI summary Section 21.1 outlines notification requirements under an agreement between NSPI and EfficiencyOne, mandating written notices addressed to both parties. The provision emphasizes formal communication protocols between the involved entities.

Table 1 Update on Implementation of 2022-2023 Evaluation Recommendations Year Evaluation/ Verification Recommendation Text Source Status Comments Expected Period of Completion 2023 Evaluation Consider improvements to the Customer Informati...

AI summary In 2023, a recommendation was made to improve the Customer Information System by addressing missing entries and extracting more information for validation. The recommendation was deferred as E1 and the evaluator determined that missing entries were specific to 2023, and further action would be considered after future project reviews.

Table 11: Implementation Status of Past Recommendations for ASFH # Past Recommendations Status Comments 2024-ASFH-R4 To maximize energy savings, ensure that all participants receive the necessary information to operate and maintain the equ...

AI summary This table outlines the implementation status of past recommendations for Affordable Single-family Homes (ASFH). Recommendation 2024-ASFH-R4, which focuses on ensuring participants receive clear information about installed equipment and implementing checklists for Delivery Agents (DAs) and heat pump contractors, has been marked as complete. E1 has taken measures to comply with the recommendation by requiring DAs to educate participants and provide relevant materials.

- b. If less than 8, please explain the reason(s) for your score. Aspects of the program [READ AND RANDOMIZE] Score Reason 1. The responsiveness of Efficiency Nova Scotia employees to your requests and enquiries in a timely manner Response...

AI summary The text presents a survey assessing the performance of Efficiency Nova Scotia in working with organizations, focusing on aspects like responsiveness, approval speed, program value, and technical expertise. It also includes questions about satisfaction, likelihood of recommendation, and suggestions for improvement.

Table 5: Implementation Status of Past Recommendations for SBES # Past Recommendations Status Comments 2023- SBES-R1 Consider improvements to the Customer 2 notably by Information System (CIS), reviewing how missing entries are treated and...

AI summary Table 5 outlines the implementation status of past recommendations for SBES, specifically Recommendation 2023-SBES-R1, which focuses on improving the Customer Information System (CIS) by addressing missing entries and extracting more information. The recommendation was deferred, with the Evaluator suggesting further action be taken during the next comprehensive evaluation.

Marketing and Communications According to the first Canadian program manager interviewed, most jurisdictions tend to position their marketing messaging around incentives and rebates. They believe a more sophisticated approach would be usef...

AI summary The text discusses marketing strategies for demand response (DR) programs, emphasizing behavioral approaches and customer education. It highlights shifting from direct control requests to service offers and leveraging OEMs and cross-promotion for outreach, while stressing the importance of educating customers on variable rates and DR benefits.

[SKIP TO D1 AFTER B7 FOR ALL ANSWERS] - B8. [ASK IF B[6B6=](#page-120-0)5] You mentioned having technical difficulties when trying to enroll your smart thermostat and didn't complete the process. Can you tell us more about what happened du...

AI summary The text presents a question from a regulatory proceeding inquiring about technical difficulties encountered during smart thermostat enrollment, with response options focusing on issues like technical problems, lack of confirmation, unclear instructions, and insufficient support.

1. Project Introduction - Project Developer or Project Representative ("Customer") contacts ENS through established contact (Business Development Team) or through the Energy Solution Advisor team - If a modeling consultant has not yet been...

AI summary The process outlines how project developers contact ENS via the Business Development Team or Energy Solution Advisor team, with ENS offering preapproved modeling consultants if needed. This establishes initial engagement pathways for energy efficiency initiatives.

Culture of communication Awareness and accessibility of information: Access to information (e.g., policies, processes, programs, benefits etc) is not streamlined. It can be time consuming to find certain information and this contributes to...

AI summary The document discusses challenges related to the culture of communication within the organization, including the lack of streamlined access to information and the need for more clarity in policies and processes. It also highlights that employees value current opportunities for input, such as annual surveys and sessions.

Strong results are achieved on the employee engagement survey annually. On the whole, employees perceive EfficiencyOne to be a good place to work. The organization takes a pro-active, well-rounded approach to addressing employee needs and...

AI summary Employees perceive EfficiencyOne as a good place to work, with the organization taking a proactive and well-rounded approach to addressing employee needs and concerns, as reflected in the annual employee engagement survey results.

The table below outlines key findings and observations derived from the documentation review. Element Documentation review findings General comments and considerations Workplace relationships Social events: Employees value EfficiencyOne's...

AI summary The documentation review highlights that employees appreciate EfficiencyOne's efforts in organizing social events like Coffee Chats and team gatherings, which foster strong workplace relationships and enhance employee well-being.

8 were subject to iterative review to ensure they reflect current and expected conditions. 1 Request IR-41: 2 3 Appendix A - Preferred Plan pp. 1-112 (Attach. 1-5) 4 5 Appendix A, page 92 of 112 (pdf pg.180), Table 54: 2027-2031 Outreach A...

AI summary The Nova Scotia Energy Board (NSEB) requested information from EfficiencyOne (E1) regarding the measurement of tools and content on its website and social media platforms, the definition of a 'total awareness score,' and the rationale for growing its preferred partner membership. E1 responded that it uses monthly measurement reports to track website performance and engagement.

8 Table 2: Annual (2017-2023) Overall Participant Satisfaction for SBES 2017 2019 2021 2023 Sample Size 70 50 50 46 Mean 8.8 9.2 9.1 8.8 9

AI summary Table 2 presents annual participant satisfaction scores for the Small Business Energy Solutions (SBES) program from 2017 to 2023, showing a fluctuation in mean scores with a sample size decrease over time.

Customer satisfaction results were used to inform DSM planning by providing insight into customer experience and program performance. This includes assessment of awareness sources and communication methods, as well as satisfaction with int...

AI summary Customer satisfaction results have informed DSM planning by evaluating customer experiences and program performance. E1 and third-party partners conducted research with small businesses from 2022 to 2025, including interviews, focus groups, and consultations with both program participants and non-participants.

- Activities) - During site visits and related inspection work, the Verification Team may encounter conditions - described as "unusual activities." These observations are communicated to Board Staff and, - where appropriate, EfficiencyOne....

AI summary The Verification Team conducted site visits and reviewed evaluation methods for the 2025 Savings Verification Review. They checked installation counts, work quality, and program experiences with customers, conducting 108 site visits and reviewing sixteen impact evaluations.

Transforming utility customer service: How Walmart is driving change Power Grid · Jun 24, 2020

AI summary This article discusses how Walmart is transforming utility customer service through innovative approaches and technologies, focusing on improving efficiency and customer satisfaction in the energy sector.

Transforming utility customer service: Looking ahead to the grid of the future Electric Light & Power · Dec 10, 2019

AI summary This article discusses the future of utility customer service in the context of evolving grid technologies and customer expectations. It highlights the need for modernization and innovation in utility services to meet the demands of a changing energy landscape.

NS Power At PDF pages 18 - 19, Brattle states: Here are some of our observations on Peak Perks and what could be adopted by E1: - 1. Peak Perks provides a clear, immediate, and material incentive: the offer is easy to understand: $75 at en...

AI summary Brattle's analysis of Peak Perks highlights its effectiveness in residential demand response (DR) through clear incentives, low-friction enrollment, and customer comfort protections. The program uses existing thermostat channels and provides financial rewards, which have driven high participation and positive customer feedback.

ata to reference and why are these years most appropriate? - b. What changes may impact specific rate classes in the proposal plan and how were these changes accounted for in the improved allocations? Request IR-40: Page 43 Appendix A – Pr...

AI summary The document contains non-confidential information requests related to Nova Scotia's energy regulation, focusing on data analytics in E1's DSM Plan, segmentation strategies, and equipment failure detection. Questions address how E1 uses data tools, AMI, and outreach methods for faulty equipment, as well as opportunities for improved customer engagement.

NON-CONFIDENTIAL 1 Contact Person: Jennifer Ross Director, Regulatory Planning and Compliance Nova Scotia Power Inc. Address: 1223 Lower Water Street Halifax, NS B3J 3S2 Mail: P.O. Box 910 Halifax, NS B3J 2W5 Telephone: (902) 428-6379 Fax:...

AI summary Contact information for Nova Scotia Power Inc. (NSPI), including director Jennifer Ross and paralegals Sofia Reiner and Carley Freeman, with addresses, phone numbers, and email. Filed on May 7, 2026, as part of a regulatory proceeding (E1), page 10 of 11.

Request IR-3: Refer to M12780, Exhibit E-1, the DSM Plan, Appendix A - Section 3.1 DSM Engagement in the Development Process, Page 15 of 112, Lines 13-18, which states: DSMAG engagement played a central role in development of the 2027–2031...

AI summary The document references the DSM Plan's development, emphasizing stakeholder engagement and customer satisfaction surveys. It requests details on survey results for small businesses and whether E1 interviewed them to understand non-participation in past programs, influencing the DSM Plan.