N-1Annual Report - Year 4
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June 29, 2026 Crystal Henwood Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: CI C0021839 IT – Customer Energy Management 2025 Evaluation, Measurement and Verification Report – Extensi...
AI summary Nova Scotia Power Inc. (NS Power) requested an extension to file its 2025 Customer Energy Management (CEM) Evaluation, Measurement and Verification (EM&V) Report due to a cybersecurity incident impacting data availability and the unavailability of the My Energy Insights platform. The report was filed in two parts due to these data limitations.
Evaluation, Measurement and Verification (EM&V) Report, July 8, 2025. CEM Effectiveness Category Measurement Metric Measurement Description What Is Measured How it Is Measured Measurement Approach To Be Included in 2025 Year 4 Evaluation C...
AI summary The EM&V Report evaluates the effectiveness of the Customer Energy Management (CEM) program, focusing on cost-effectiveness measures such as changes in customer care centre call volumes, paperless billing uptake, and energy usage savings. However, data for 2025 analysis is not available for some metrics.
EVALUATION OF THE CUSTOMER ENERGY MANAGEMENT PLATFORM, YEAR 4 Final Report June 25, 2026
AI summary This document is the final report evaluating the Customer Energy Management Platform in its fourth year of operation, submitted on June 25, 2026. It provides an overview of the platform's performance and outcomes.
Overall, 61% of CEM eligible customers have an activated CEM account. - › As of March 2025, a total of 301,690 customers (278,550 residential and 23,140 commercial) had activated CEM accounts, representing an increase of 13,187 (11,812 res...
AI summary As of March 2025, 61% of CEM-eligible customers have activated CEM accounts, showing an increase from December 2024. Residential TOD and TVP customers use CEM more frequently, while log-in rates are significantly lower for commercial customers.
Savings due to high bill alerts were generally not statistically significant. › The comparison of energy and bill savings for high and low users that subscribed to high bill alerts compared to those that did not subscribe generally did not...
AI summary Savings from high bill alerts were not statistically significant except for March 2025 residential users. Paperless billing adoption increased significantly among CEM-eligible customers, especially those who activated and used CEM.
Service cost efficiency metrics could not be evaluated. › The effects of the CEM portal on the number of calls treated by the NS Power customer service team as well as the average call handle time could not be evaluated due to data being u...
AI summary The effects of the CEM portal on customer service metrics, such as the number of calls handled and average call handle time, could not be evaluated due to incomplete data for all 12 months of 2025.
by the end of 2022, 461,601 accounts with advanced metering infrastructure (AMI) meters could access the CEM platform. As of November 2022, NS Power had implemented the following four alert features: - › High bill alerts: These consist of...
AI summary By the end of 2022, over 461,000 AMI metered accounts had access to the CEM platform. NS Power implemented four alert features, including high bill alerts, billing summaries, budget alerts, and projected cost alerts. An EM&V Plan for the CEM platform was filed with the Nova Scotia Energy Board in 2023, focusing on evaluating TVP participating customers and future annual evaluations for all customer types.
Implications of the Cyber Incident Following the cyber incident reported by NS Power in April 2025, NS Power customers have not been able to access the CEM portal, and AMI data has not been available. Therefore, energy usage as well as loa...
AI summary Following a cyber incident reported by NS Power in April 2025, customers have been unable to access the CEM portal and AMI data has been unavailable. This has limited the evaluation of energy usage, load, billing impacts, and service cost efficiency metrics to the period January to March 2025, as data for the full year were not available.
1 CEM Usage Overview This section presents CEM login data and how they were used to establish groups of non-, low, and high CEM users for the Year 4 CEM evaluation.
AI summary This section provides an overview of CEM login data and how it was used to categorize users into non-, low, and high CEM user groups for the Year 4 CEM evaluation.
1.1 CEM Login Data Econoler analyzed the CEM login data with the objective of understanding the extent to which the CEM was used and the evolution of usage throughout the three-month evaluation period. It should be noted that the login dat...
AI summary Econoler analyzed CEM login data to assess usage trends among residential and commercial customers from January to March 2025. The analysis excluded customers with inconsistent data and showed a slight decline in logins, particularly for residential customers on CPP and TOU rates. Tables and figures summarize login data and account activation rates for 2024 and 2025.
2.2 User Definitions CEM users for a given month are customers that meet the low or high CEM usage threshold as described in Subsection 1.2 above; those customers constitute the treatment group. Non-users constitute the pool of potential c...
AI summary The document defines CEM users and non-users for a given month, noting that non-users are CEM-eligible customers who have not activated their portal. For Residential TVP customers, the control group is defined by login activity rather than portal activation due to the pilot program's structure.
4.2.1 Service Cost Efficiencies Service cost efficiency metrics, which include changes in Customer Care Center call volumes and length, were not evaluated since these data were not available for all 12 months in 2025.
AI summary The document notes that service cost efficiency metrics, such as changes in Customer Care Center call volumes and length, were not evaluated due to incomplete data availability for all 12 months in 2025.
Table 10: Percentage of CEM Eligible Customers Using Paperless Billing End of Baseline Period End of Post Period (December 2025) Rate Code % of Paperless Billing Annual Increase in % of Paperless Billing over Baseline Year % of Paperless B...
AI summary Table 10 shows the percentage of CEM eligible customers using paperless billing across different rate codes, highlighting variations in uptake between residential and commercial customers. TVP pilot participants have the highest adoption, while Commercial Small General customers have the lowest.
Overall, paperless billing adoption increased across all rate codes, with the highest uptake observed among residential TVP customers. Indeed, Residential CPP and TOU customers showed the strongest performance, reaching 90.3% and 87.0% ado...
AI summary The text discusses the increase in paperless billing adoption among residential customers, particularly those on TVP rates, and highlights differences in uptake based on CEM activation and usage. It also mentions projections assuming linear trends for future adoption rates.
Table 11: Percentage of 2025 CEM Eligible Customers Using Paperless Billing per CEM Status Non-activated CEM Activated CEM, Not Used Activated CEM, Used Overall Rate Code % of Paperless Billing % of Rate Code Customers % of Paperless Billi...
AI summary In 2025, customers who activated and used the Customer Energy Management (CEM) program showed significantly higher uptake of paperless billing compared to those who did not activate or use CEM. The correlation is strongest among Residential TOU customers, with non-activated CEM customers predominantly using paper billing.
Overall, 61% of CEM eligible customers have an activated CEM account. - › As of March 2025, a total of 301,690 customers (278,550 residential and 23,140 commercial) had activated CEM accounts, representing an increase of 13,187 (11,812 res...
AI summary As of March 2025, 61% of CEM eligible customers have activated CEM accounts, with a notable increase from December 2024. Residential TOD and TVP rate code customers use CEM more frequently, while login rates vary significantly across customer segments, with some groups showing high non-login rates during the evaluation period.
Paperless billing uptake among CEM eligible customers has increased across all rate codes since the baseline period. › Paperless billing uptake was particularly high among customers who have activated the CEM, and generally even more so am...
AI summary Paperless billing uptake among CEM eligible customers has increased across all rate codes since the baseline period, with particularly high uptake among customers who have activated and used the CEM.
Service cost efficiency metrics could not be evaluated. › The effects of the CEM portal on the number of calls treated by the NS Power customer service team as well as the average call handle time could not be evaluated due to data being u...
AI summary The effects of the CEM portal on customer service metrics, such as the number of calls handled and average call handle time, could not be evaluated due to incomplete data for all 12 months of 2025.