Item 6 PRESENTATION SILICON VALLEY CLEAN ENERGY Online Customer Resource Center Update Don Bray & Pamela Leonard 1
Item 6 PRESENTATION Purpose - Approved with Decarb Roadmap - Recommended by CPAG • Provide an informational update on Dec. 2018 development of an online Customer Resource Center - Information item to Board - Bidder review and selection Nov. 2019 - Bring 3 – 5 contracts to board Dec. 2019 2018 Customer Program Advisory Group (CPAG) 2
Item 6 PRESENTATION Goal: Engage with Customers re Electrification • Common customers questions – o “What advice do you have about solar?” o “Where can I find info about EV rebates?” o “What can I do as a renter?” • Current web assets about enrollment - Nowhere to send them on our site • 110,000+ emails, strong community outreach presence • Mass customer adoption of building & vehicle electrification CRITICAL to meeting SVCE goals 3
Item 6 What is the Customer Resource Center? PRESENTATION • An online tool for customer engagement, building awareness/inspiration, education and action o Help customers assess energy use, costs and impacts, and opportunities for vehicle and building electrification Inspire Focus Areas 1. Energy Use & Emissions 2. Appliances Educate Enabling Outcomes 3. Solar + Storage 4. Electric Vehicles Act 13
Item 6 Who are our customers? PRESENTATION Estimated Distribution of Personas Rather Not ~12.5k No thanks. Energy Wonk Where do I I want to ~25k find the opt install solar out button? with energy 5% 10% storage. Who Why is my do I talk to? energy bill so high? How can I Sustainably 25% lower it? We recycle Rooted 20% and buy ~50k local, what Making Ends Meet more can ~62.5k we do? What can I I’m really do to be busy, why 15% more should I care? sustainable 25% Busy Suburban How quick as a renter? ~62.5k and easy is it? Green on the Go ~37.5k 5
Item 6 Who are our customers? PRESENTATION Estimated Distribution of Personas Rather Not Energy Wonk ~12.5k ~25k 5% 10% Sustainably 25% Rooted Making Ends Meet 20% ~50k ~62.5k 15% 25% Busy Suburban Green on the Go ~62.5k ~37.5k 6
Item 6 PRESENTATION Energy wonk – Customer Journey • Homeowner • Solar & EV • Wants battery storage • Get quotes and Battery connect to • Resilience storage local installers Act Inspire Educate • Self-reliance educational • Sign up for • Energy storage content Virtual Power Plant 7
Item 6 Sustainably Rooted – PRESENTATION Customer Journey • Homeowner • Shops local, composts, drives a hybrid • Wants to do more for the environment Educational EV comparison • There is hope content about shopping, connect for protecting Act Inspire Educate solar, to dealers future electrification Shop for energy • generations & EVs efficient products SILICON VALLEY CLEAN ENERGY 8
Customer Resource Center Structure ( illustrative only ) Item 6 PRESENTATION SVCE Website Inspire Energy Use Appliances EV Solar + Storage Energy Efficiency HVAC, HPWH, Electric Vehicles Educate Solar + Storage and Emissions Thermostats, etc. & Chargers Contractors, Dealer Referrals, Energy Use Pricing and Act Quotes and Test Drives and Analysis and Purchasing Alerts Installation Purchasing 9
Item 6 Mass Customer Engagement Opportunity PRESENTATION Drive User Interaction • Email marketing • Newsletters • Direct outreach • Advertising - mass awareness opportunity • Utilize partner outreach channels Equity and Access • Meaningful resource for all customer segments S I L I C O N VALLEY CLEAN ENERGY 13
Item 6 SMUD Energy Store Case Study PRESENTATION SM U D Energy Store Projects & Contractors v 1 ? Cart Search ( keywords , etc ) 0 Smart Thermostats Smart Home Lighting Water Saving Air Filters Advanced Power Strips Electric Vehicle Chargers Your home , your holiday Make it shine with energy - saving lighting , smart thermostats and more . Shop best sellers Featured Products MaxLite 9 watt A 19 LED ( 6 pack ) , Title 20 Euri 9 watt BR 30 LED ( 6 pack ) , Title 20 Philips Hue White & Color Ambiance 4 pk $ 36 full price $ 27.30 full price Starter Kit $ 6 $ 1.98 $ 199.99 Your price after instant rebates Your price after instant rebates ^ We ' re online !
Item 6 SMUD Energy Store Case Study PRESENTATION t o date ( October 2017 September 2019 Performance - ) 3 5 000 , $ 3.2 million i t e m s s o l d contractor i n product g r o s s v a l u e s o l d s e n t referrals , r e b a t e d thermostats 12 000 r e b a t e d LED packs 11 , 2 0 0 91 % 500 000 , . s i t e visitors c u s t o m e r avg satisfaction 20 % of v i s i t o r s are returning H Energy Store S M U D 12
Item 6 PRESENTATION Budget Overview • Budget approved with Decarb Roadmap: o $350k approved with Roadmap – o $150k FY18-19; $200k FY19-20 o This is initial development costs to build infrastructure • Additional marketing budget for website development • Annual subscription costs starting FY 20-21 SILICON VALLEY CLEAN ENERGY 13
Item 6 PRESENTATION Timeline Jul. & Aug. Sept. Oct. & Nov. Dec. ✓ Completed ✓ Developed ✓ RFP closed - Bring 1 – 4 Request for and launched ✓ 16 responses contracts to Information Request for - Interviewing board for (RFI) to Proposals and selecting approval assess (RFP) top bidders - Start work available tools - Refine initial - Target for - 8 responses CRC scope launch of - Contracting initial elements in April 2020 SILICON VALLEY CLEAN ENERGY 14
Item 6 PRESENTATION Questions? SILICON VALLEY CLEAN ENERGY Y 0 SILICON VALLEY CLEAN ENERGY 15
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