Topic:"Residential Programs" in M12749

Optional Green Power Rider Customers taking service under this rider may choose to support NSPI's Green Power program by purchasing "blocks" of Green Power. For every block purchased, NSPI will provide 125 kWh per month from green energy s...

AI summary The Optional Green Power Rider allows customers to support NSPI's Green Power program by purchasing blocks of green energy for $5/month, providing 125 kWh/month from renewable sources and displacing fossil fuel energy. This charge is added to the customer's existing Domestic Service Critical Peak Pricing Tariff bill.

CUSTOMER / COMMUNCIATION - Including more visual examples such as sample TOU bill in the winter vs. summer on the website proved helpful for customers. - Savings estimator tools and energy planner tool on website continued to be helpful fo...

AI summary The text highlights customer communication strategies, noting the effectiveness of visual tools and savings estimators on the website, challenges in reaching business customers, and the need for automation in rate changes. Email was effective for residential but not business audiences, while recruitment efforts benefited from early starts and Key Accounts team collaboration. Streamlined application processes and regular customer care meetings were emphasized.

Residential Recruitment TOU (RATE 80,81) CPP (RATE 70,71) RESIDENTAL TOTAL Enrolment Target 2,000 1,000 3,000 Year 3 New Applications (including Year 4 Wait List) 2,173 837 3,010 Year 3 Accepted New Applications 1,629 651 2,280

AI summary The table shows enrollment targets and actual applications for residential Time of Use (TOU) and Critical Peak Pricing (CPP) programs. Targets were 2,000 (TOU) and 1,000 (CPP), but Year 3 applications exceeded targets (2,173 TOU, 837 CPP). Accepted applications were lower (1,629 TOU, 651 CPP). A figure on page 13 provides additional context.

Commentary - Over 100% of the residential enrollment target was achieved: - 109% of TOU Rate target - 84% of CPP Rate target - 70% of new participants claimed they primarily heat their homes with electricity (i.e., baseboards, heat pump)....

AI summary The residential enrollment target was exceeded, with 109% of TOU and 84% of CPP rate targets met. 70% of new participants use electric heating, and 90% agreed to surveys.

CUSTOMER / COMMUNICATIONS - Channels and materials performed well. Email drove most applications. Based on customer survey, the following was noted: - Materials were informative and explained the benefits. - Redesign of images provided bet...

AI summary The document highlights effective email communication for customer engagement, with suggestions to enhance social media use, video content, and energy-saving messaging. It notes challenges in manual onboarding processes for TVP rates and the need for improved internal procedures as the program scales.

Email Results RESIDENTIAL APPLICATIONS BY DAY As you can see from this chart the days which emails were sent directly to customers brought in the most applications.

AI summary The document highlights that residential applications increased significantly when emails were sent directly to customers, as illustrated in the provided charts. The analysis focuses on the effectiveness of direct communication strategies in driving customer engagement and application rates.

Residential Recruitment: Approach The goal was to reach as many qualified Nova Scotians as possible within the recruitment period. Based on time and resources, NS Power wanted to provide the best customer experience with the most minimal i...

AI summary NS Power aimed to recruit residential customers by enhancing program collateral, aligning marketing with bill cycles via email, and using multi-channel strategies to drive traffic. The focus was on customer-centric content, resource efficiency, and maximizing outreach through personalized communication and internal education.

RESIDENTIAL RECRUITMENT Performance of the residential recruitment emails were successful, with minimal customer inquiries/complaints. The email provided a brief overview and focused on driving traffic to the landing page to learn more and...

AI summary Residential recruitment emails for Time-Varying Pricing (TVP) were successful, with high open and click-through rates. The emails aimed to drive traffic to a landing page and application form, with a focus on minimizing customer inquiries and managing call volumes.

RESIDENTIAL RECRUITMENT NS Power continued to use the landing page to highlight key benefits for customers. The page featured details about both rate options, terms of engagement, and a link to the application. - The email campaigns were t...

AI summary NS Power enhanced residential recruitment for time-of-day rate plans by updating landing pages with TOU/CPP details, targeting email campaigns, and improving graphics. The page links to applications and emphasizes rate options and engagement terms.

Bill Inserts RESIDENTIAL RECRUITMENT - November 6 December 31, 2023 - Printed and Digital Bill Inserts created and delivered - o 189,000 printed inserts this accounts for 2% spoilage - o 60% of customers received the digital insert - E-bil...

AI summary The document outlines the distribution of residential recruitment bill inserts from November 6 to December 31, 2023, including 189,000 printed inserts with 2% spoilage and 60% digital delivery. E-bill recipients were directed to the TVP Residential Webpage for Time Varying Pricing information.

Internal Communications RESIDENTIAL RECRUITMENT To ensure Nova Scotia Power employees were educated on TVP and to assist with customer conversations (word-ofmouth), internal communication efforts were implemented. - On November 1, 2023, th...

AI summary Nova Scotia Power implemented internal communication strategies to educate employees on Time Varying Pricing (TVP), including newsletters, website features, and office displays, resulting in 78 residential applications.

- The average click rate was 23.9% , this was above average to other business-related NS Power email campaigns. Email Results (Y2) Email Results (Y3) (Business Only) • 6,914 recipients • 3,254 opens (47%) • 445 clicks to the website (14%)...

AI summary The email campaign by NS Power achieved a 23.9% click rate, which is above average compared to other business-related NS Power email campaigns. The data shows that 6,564 recipients received the email, with 3,289 opens (52.7%) and 659 clicks to the website.

- When the customized email was opened, on average over 50% of customers clicked to learn more about residential rate plans than business rate plans. Email Results (Y3) Email Results (Y3) - Business Focused Email – Customized Business and...

AI summary The email campaign showed that 59.9% of recipients who received the customized business and residential email opened it, and 30.9% clicked to learn more about residential rate plans, compared to 45.6% opens and 16.9% clicks for the business-focused email.

After a review of your application, we have determined that you do not currently meet the required criteria for the pilot because you do not have a MyAccount (online Nova Scotia Power account) registered to your application address. As out...

AI summary The applicant's application for a pilot rate plan was denied due to the lack of a registered MyAccount with Nova Scotia Power. Participants are required to have a MyAccount for notifications and contact regarding peak events. The applicant is encouraged to register within five business days to be considered for the plan.