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OCTOBER 2015A Landis Gyr PublicationFutureReadyWHERE THE SMART GRID IS HEADINGUtilities Respondto the Rise of SolarPaying it ForwardGetting Ahead of Prepay Can Pay Off for UtilitiesWHAT’S INITFORME?Educating Consumers on Smart Grid ValueTarget MarketingOpens the Door to BetterCustomer RecruitmentGreat ExpectationsThe Keys to Improving Customer SatisfactionNews from Landis Gyr

TABLE OF CONTENTSconsumerengagement andthe smart grid meetWhere What’s inIt for Me?Educating Consumerson Smart Grid Value A Messagefrom Prasanna Venkatesan UtilitiesRespondto the Riseof SolarA MESSAGE FROM PRASANNA VENKATESAN Paying ItForward: TargetMarketingOpens theDoor to BetterCustomerRecruitmentGetting Ahead ofPrepay Can PayOff for Utilities GreatExpectations: NewsfromThe Keys to ImprovingCustomer SatisfactionLandis Gyr238139 1519The relationship between utilities andconsumers is changing. Over theyears, the utility’s place as a regulatedmonopoly limited the need for targetmarketing or product choice. But withthe rise of distributed generation, someutilities are facing new challenges thatrequire a fresh look at consumerengagement.In this issue of FutureReady, we lookat how consumer marketing andsmart grid technology intersect asutilities become more sophisticatedin outreach efforts. Growing solaradoption is driving much of thischange, and we look at how utilitiesare responding to the challenges ofmaintaining market share, balancingloads and static rate structures.Demand response programs offerutilities an opportunity to fine tuneconsumer marketing efforts. You’llread how data-driven target marketingenabled Colorado Spring Utilities tosegment, attract and retain customersthat best helped them meet the goalsof a capital deferment program.Flexible payment programs, suchas prepay, also offer consumerengagement potential. While theyare still meeting some resistancewith regulators, consumers on theseprograms are benefiting from a greaterawareness of energy use and morecontrol over their utility bill.The ongoing challenge of educatingconsumers about smart gridtechnology and programs is everpresent, as research from the SmartGrid Consumer Collaborative shows.Although consumer pushback againstadvanced metering has slowed,keeping consumers informed aboutthe benefits created by smarter gridstouches every part of the futurecustomer relationship.Utilities are facing competition inareas not seen before. But withconsumer-focused programs, theyare still in a great position to leverageexisting customer relationships andexpand their market presence in thedays ahead.Prasanna VenkatesanLandis Gyr, Executive Vice President, AmericasFuture.Ready. 2

Falling costs for rooftop solar photovoltaic(PV) systems, tax incentives and otherfactors are speeding up the growth of PVinstallations in many parts of the country.According to a new reportfrom the Smart Grid ResearchConsortium (SGRC) at TexasA&M University, nationwideresidential solar PV installationsare expected to grow to 1.3million by the end of 2016. Thatnumber reflects a 60 percentincrease between July 2015and the end of 2016—a spanof just a year and a half.1This unprecedented growthis creating significant newchallenges for utilities and isalready impacting not onlyrevenues and relationshipswith customers, but alsochallenging the traditionalutility business model.Following are some of the topchallenges utilities must faceand solve in the months andyears ahead.dnopseRrsaelitoilSitfU e Rise ohtotCHALLENGE1#THE GROWTHOF SOLARWILL HAVE ADISRUPTIVEIMPACT ONTHE GRID.The increased flow of solargenerated electricity fromresidential customers onto apower grid has already createdpower quality issues in areasof high PV saturation, suchas Hawaii, California, Arizonaand New Jersey. The oftenunpredictable shifts in loadcan stress equipment, createvoltage imbalances and lead tosharper peak demand curves.In California, for example, thefamous “duck curve” wasdeveloped by the CaliforniaIndependent System Operatorto illustrate the dramaticlate afternoon ramp-up ofpower generation as energycontributions from solar panelsdrops and energy demandrises. Even though consideredby many to be exaggerated,CHALLENGE2#WITH THEGROWTH OFSOLAR, THEDEMAND FORELECTRICITYIS SOFTENING.Declining costs—and thesubsequent growth—of solarPV are dramatically affectingSAMPLE NET LOAD - MARCH 31, 2020overgeneration risk10,0000ramp need 13,000 MWin three hours2015201612am3am6am9amThe “duck curve”Source: California Independent System Operator12am3pm6pm6pmHourAs U.S. solar installationscontinue, utilities mustconsider modifications to theirdistribution systems to addressthese new issues and continueto consistently deliver reliableservice. The SGRC reportwarns utilities that, “theseplanning issues should beconsidered with some urgencyto prepare for dealingwith concentrations of PVsystems on certain portions ofdistribution systems.”2 SGRCis one of many organizationsdeveloping statistical modelsfor utility use in forecastingsolar PV system installations,load impacts, and costs andbenefits. SGRC forecastsare available for distributionfeeders, substations, zip codeareas, as well as entire utilityservice areas.the ability of utilities to captureall new demand. While solarpower currently accountsfor only a small percentageof the overall U.S. energysupply, the threat of its futureimpact on utility economicsis real. Key concerns includereduced availability of capitaland negative impact on futuresmart grid investment.Some utilities in high PVpenetration areas are alreadytaking steps to tip thebalance in their favor. SaltRiver Project in Arizona, forexample, recently approvednew monthly service chargesfor customers who installrooftop solar. Hawaii has thenation’s highest proportion ofresidential solar customers.it does illustrate the need forutilities to begin developingcurve-flattening strategies.(continued on the next page)3 Future.Ready.Future.Ready. 4

Growing Solar Adoption (continued)In 2013, Hawaiian Electricbegan barring rooftop solarinstallations due to financialand technical challenges.(A state commission has sinceordered the utility to resumeinstallations after a studyshowed that grid upgradeswould enable the utility totake on more solar thanoriginally thought.)The Edison Electric Institute(EEI), an associationrepresenting investor-ownedutilities, warns in its “DisruptiveChallenges” paper about theimpact of high levels of rooftopPV on utility economicsCHALLENGE3#WITH SO MANYCUSTOMERSGENERATINGTHEIR OWNPOWER, RATESTRUCTURESNEED TO CHANGE.U.S. RESIDENTIAL SOLAR PV 0000201460000020134000002000002008 2009201020110Projected growth in solar PV adoption. Source: SGRC.and encourages utilities toinvestigate new businessmodels that “can add value tocustomers and investors byproviding new services.”3Across the country, residentialcustomers who have installedrooftop PV are using lessenergy and some are actuallygenerating excess energy.However, they must still relyon utility services and remainconnected to the grid. Currentrates, based on traditionalregulatory structures, will notwork for this new paradigm.has been one supportive policyin many states. It compensatescustomers for distributed PVgeneration at the full retailelectricity price. The EEI“Disruptive Challenges” paperrecommends “a monthlycustomer service charge to recover fixed costs.”In recentyears, there’sbeen a greatdeal of concernexpressed overincreased retailprices and ratesthat could resultfrom accelerated PVadoption. Net metering5 Future.Ready.2012Other perspectives, suchas the one expressed byBlack and Veatch,4 includerecommendations forunbundling, and chargingcustomers only for the utilityservices they choose to use.These “smart rates” wouldbe designed to recognize andappropriately bill for a varietyof utility service options.CHALLENGE4#UTILITIESNEED TO MAKEA MOVE TOHOLD ON TOMARKET SHARE.With so many customersmaking or consideringgenerating their own energywith rooftop PV, the futureimpact looks negative forutilities. However, a recentsurvey by Swiss Re, areinsurance companybased in Zurich, indicatesthat of utility customersconsidering purchasingrenewable resources, morewould be willing to purchasethis energy from their utilityUtilities RespondingUtilities are making creativeefforts to overcome thesechallenges. Some are workingto leverage long-standingcustomer relationships as theyenter the rooftop solar market.CPS Energy in San Antonio,for example, recently solicitedsolar installer partners to joinin developing projects for thatutility’s customers.Duke Energy, which serveselectric customers in six statesin the Southeast and thethan to generate their own ifcompetitively priced.5And why not? A recentreport prepared for FirstSolar with support from EEI,contends that U.S. utilityscale PV systems are morecost-effective than rooftopPV systems. Comparingmegawatt-hour (MWh)customer supply costs of PVpanels with output from utilityscale solar power plants, thestudy found the generationcost of utility-scale to beapproximately one-half that ofresidential-scale systems (onthe Xcel Colorado system),while also reducing carbonemissions by approximately50 percent.Midwest, recently purchasedREC Solar, a large-scale solarinstaller, as part of the utility’slong-term strategy to adddistributed energy servicesto its capabilities portfolio.Another similar move isNextEra Energy Resources’acquisition of Smart EnergyCapital, a commercial solarproject developer. PSEG inNew Jersey, on the otherhand, is developing its ownsolar capacity. Future plansinclude directly connecting thatsolar to the grid and offeringconsumer loans to help fundUtilities that turn their focustoward solar and energyefficiency can also benefitcustomers—and the utility,too. Ralph Izzo, CEO of theutility Public Service EnterpriseGroup (PSEG), plans to lowerconsumer costs and raisevalue to shareholders byreducing fuel cost. As Izzodescribes it, “It’s a businessopportunity I’m not in thefuel business, so if I can getcustomers to use less fuel, Ican lower their bills and lowermy cost.”6 In the end, Izzobelieves new carbon-emissionstandards and the increase insolar use will help them comeout ahead.their solar systems. This year,Arizona Public Service enteredthe rooftop solar business,offering to install free solarpanels on the homes ofcustomers who would not beable to afford it otherwise.Also in Arizona, Tucson ElectricPower (TEP) has proposed aplan to purchase excess solaroutput from rooftop systemsat the same price it pays foroutput from large solar arrays—with bill credits that wouldenable customers who moveto solar to continue paying(continued on the next page)Future.Ready. 6

Growing Solar Adoption (continued)the same price for energysupplied by TEP. It’s a newnet metering plan designed toensure that the cost of energyfor solar customers and othercustomers is equitable. Theutility is also proposing ametropolitan microgrid ofsolar energy.70 percent more of the energyproduced by the solar panelsthan a standalone PV system.While payback for residentialapplications of battery storageis up for debate, large-scaleuse by utilities promisessignificant cost and operationaladvantages.Solar and Storage:A Step BeyondLandis GyrAdding storage to residentialsolar power systems isreceiving greater interestand attention, especiallywith the recent Elon Muskannouncement about thefuture lower-than-anticipatedcosts of its lithium-ion batterystorage units. Integratingstorage to a PV systemenables homeowners to useIt’s clear that with growingsolar adoption, utilities willneed to manage sizeable solarpenetration on their distributionsystems. This will requirecapabilities to balance loadand track power flows. Onthe software side, Landis Gyrprovides energy managementand analytics software forplanning, prediction andreal-time decision makingNational CleanEnergy Summit:A SNAPSHOTOF FUTURESOLAR ADOPTIONintegration. Hardwaresolutions include versatilebattery energy storage,intelligent line sensors andload management switches tohelp with frequency balancing,micro-grid management andinstantaneous monitoring ofpower flows to maintain powerquality and reliability.1,2 GRC, “It’s time for utilities to plan for disruptiveSsolar PV impacts,” July 28, 2015. Find at: pv.pdf Edison Electric Institute, “Disruptive challenges: Financialimplications and strategic responses to a changing retailelectric business,” 2013. Find at: ruptivechallenges.pdf3Breaking Energy, “Smart rates for smart utilities willrequire the adoption of unbundling,” April 23, 2015.Find at: ndling/4 5 Greentechsolar: “Consumers want green energy from theutility if the price is right,” November 19, 2013.Find at: -is-Right6 Utility company makes room for carbon emission rules.”Marketplace. American Public Media. WOSU, Columbus.August 12, 2015. Radio.At the National Clean Energy Summit inAugust, President Obama announcednew measures designed to advance theadoption of solar. 1 billion in loan guarantees forinnovative new projects with anemphasis on distributed energy FHA guidelines enabling home buyersto use FHA financing for solar projectsin underserved areasIn addition, four housing providers havepledged to install a total of 233 MW ofsolar PV on military bases.Great ExpectationsTHE KEYS TO IMPROVINGAre customers happy withthe service from their utilities?According to the latest editionof the J.D. Power ElectricUtility Residential CustomerSatisfaction Study, the answeris a qualified “yes.” Whilesatisfaction improved for morethan 80 percent of utilitiesincluded in the study, theresults indicate that nearly 30percent of utility customers areconsidering adding residentialsolar in the next two years.So, what do customerswant? They want more thanjust outage alerts from theirutilities. They want to feel incontrol. They want choicesand options. And, of course,price is one of their topconcerns.EngagingconsumersIn today’s fast-changingmarketplace, utilities needto use new digital tools andtechnologies to more fullyengage with their customers.For example, the J.D. Powerstudy demonstrated thatwhen communications withcustomers during poweroutages include criticalinformation—such as causeof the outage, who is affectedCUSTOMER SATISFACTIONand accurate estimates ofwhen power will be restored—satisfaction improves.ChangingcommunicationchannelsSmart grid technologies delivermore information about howutility customers use energy,enabling personalizedcommunications, programsand offers. At the same time,the communication channelsthemselves are changing,making it essential for utilitiesto meet the current andgrowing demand for digital,multichannel and mobilecommunications.COMMUNICATIONThe most successful utilities are reaching out beyondoutage messages with proactive communication viadirect channels like emails, texts and social media—evenin-person visits—to provide customers with relevantinformation and rewards for lowering their usage duringhigh-demand periods. This empowers consumers to gaincontrol over energy consumption and their monthly bills.CHOICECustomers want options. The Reforming the Energy Visionproposal in New York, which calls for the redefinition ofthe distribution utility to a “Distributed Service PlatformProvider” (DSPP), is exploring how utilities might delivermore value by understanding customer needs and tailoringproducts and programs to meet those needs. Utilities arepreviewing a future in which the new DSPP would offercustomers a menu of services, ranging from basic topremium, for all classes of customers.1COSTWhen you consider that electricity price indexes hit alltime highs in 2014,2 long-term efforts to control coststhrough resource planning, investments in energy efficiencyprograms, and implementation of demand managementprograms to decrease load are more important than ever. greentechmedia, “Utility of the future: Think Uber, not AT&T,” March 12, 2015. Find lity-of-the-future-think-uber-not-att1 cnsnews.com, “Price of electricity hit record high in 2014,” January 16, 205. Find ey/price-electricity-hit-record-high-us-201427 Future.Ready.Future.Ready. 8

The State of PrepayConsidering the prepaid card marketcontinues to grow—with more playersentering every year—the prepay conceptappears popular and well understoodby most consumers. It follows that itwould be a viable payment option to thetraditional monthly electric bill. Yet, the U.S.is far behind the rest of the world when itcomes to adoption. In fact, fewer than 300utilities (out of a total of 3,269 providers2)offer prepay. And, of those that do offer,participation generally tracks atless than 10 percent of the population.Getting Ahead of Prepaid Can Pay Off for Utilities“One reason is that prepay in the U.S. hasnot been part of our landscape from dayone,” says Brent Welch, Product Managerof Prepaid Solutions at Landis Gyr. “In theU.K., it’s 15 percent. That’s because in theU.K. they’ve had prepay for electric sincethe beginning.”Center, a nonprofit that advocates forlow-income and disadvantaged consumers,contends that prepay programs arethe cause of more frequent servicedisconnections or interruptions and prepaycustomers pay higher rates than they wouldwith traditional credit-based service.3300 3,269 10% out ofUTILITIESPROVIDERSoffer prepay and, ofthose, participationgenerally tracks atOF THE POPULATIONAMI PREPAY ELECTRIC PILOTS AND DEPLOYMENTS IN THE U.S.In the U.S. today, utilities that offer prepayas an option to their customers are mostlymunicipals and cooperatives. According tothe Prepaid Energy Hub, the active prepayprograms in 34 states (see map) includeprograms at 170 cooperatives.In a recent National Geographic article,1two utility customers described theirexperiences with their prepay electricservice plans.For one customer of Polk-BurnettCooperative in Wisconsin, the plan turnedout to be an effective tool for controllingher energy usage. Another customer in9 Future.Ready.suburban Dallas was not so fortunate. In fact,he was greeted by an unpleasant surprisewhen his prepay account balance ran low;his power had been unexpectedly cut off ona particularly sweltering summer day.These examples demonstrate the doubleedged sword of prepay and its effect onutilities and their customers.Welch predicts prepay adoption rates inthe U.S. could reach as high as 10 percent,but it will take more than 10 years andrequire adoption by some of the largerinvestor-owned utilities. Why so long?“It all comes down to politics, regulationsand consumer advocates,” says Welch.For example, regulators in New York andIowa have disallowed prepay programs.In many states, the most vocal opponentsof prepay are consumer advocates whoconsider the programs to be punitivemeasures. The National Consumer Law01-1011-2021-30Source: Prepaid Energy HubOther groups, such as Sierra Club and theTexas Ratepayers’ Organization to SaveEnergy, consider prepay to be an issue ofeconomic justice, creating a class of citizensforced to choose between prepaid electricityand no electricity.(continued on the next page)Future.Ready. 10

Paying it Forward (continued)Promoting PrepayConsumer BenefitsWhy would a utility customer choose to gothe prepay route? “Prepay customers tendto be self-service customers,” Welch says.It’s all part of a trend toward automated selfservice solutions that enable consumers toanswer questions and solve problems on theirown. They take ownership of their account, sothey’re less likely to contact the utility. “Whenthe lights go out, they take responsibility andthey know what to do,” says Welch.The prepay option offers an attractivesolution for consumers in a wide rangeof circumstances. For some, it lowers thebarrier to entry by offering a way to set uputility service without the need to pay a heftysecurity deposit. For others who have rackedup significant energy debt, prepay offers away to pay it off over time. At Salt River Project(SRP) in Arizona, for example, customerswith accounts in arrears can set their formerdebt aside and allocate a percentage of eachpayment toward paying down their debt. “Evenafter their arrears have been paid off, they tendto stay on the prepay program,” says Welch.Seeing a more direct connection betweenenergy costs and usage, prepay customersalso are more engaged with their energyuse on a daily basis. As a result, they tend tobe more energy efficient than those payingbills after the energy is consumed. It is notuncommon for prepay customers to use 10-15percent less energy than before they enrolledin a prepay program, showing that awarenessdoes make a difference.Utility BenefitsIt’s not just consumers who benefit from prepayprograms. Utilities realize benefits that canimprove revenue and cash flow. With the upfrontpayment and immediate receipt of funds, utilitiesimprove cash flow and are better positionedto manage service costs and make newinvestments. And, if and when customers leavewithout notice, the utility is not left with days orweeks of usage they may need to write off.In addition, when prepay customers areempowered to control their energy usage—“Prepay plans for electricity offer alternative to the usual monthlypower bill,” National Geographic, June 6, 2014. Find at: -or-hurt-consumers/and, as a result, their energy costs—customersatisfaction improves. Then, utility staff spendsless time dealing with customer service issues.Even with all the benefits prepay offers,most utilities are still not actively promotingthese programs, hiding related information inhard-to-find sections on their websites. “Yet,what we see in the industry is, those utilitiesactively promoting a prepay program have amuch higher adoption rate,” says Welch.consumer protection and regulatory issues/report prepaid utilityexecutive summary.pdf1 U.S. electric utility industry statistics, American PublicPower Association. ctricProvidersCustomers.pdf“Millennials give prepaid debit cards a boost,” CNBC, April 6, 2015. Findat: -on-rise-thanksto-millennials.html4 2 Rethinking prepaid utility service,” National Consumer Law Center,2012. Find at: https://www.nclc.org/images/pdf/energy utility telecom/3 11 Future.Ready.5So, what can utilities do to promote theirprepay programs? As with any otherproposition, market segmentation is a criticaltool. Millennials, for example, are apt to bemuch more receptive to the prepay option. Arecent survey conducted by TD Bank foundthat one-third of Americans ages 18-34have used a reloadable prepaid debit card,compared to one-quarter of Americansoverall.4 Older customers, on the other hand,may need more targeted marketing efforts.It’s not just customers dealing with debtwho are good prospects. Frequent movers,like college students who move in and outof student housing, are prime candidatesbecause many prepay programs offer lowerdeposits for new move-ins.Once customers opt in, utilities can helpthem benefit from the prepay plans withthe many information channels availabletoday. Using data from smart metering,utilities can develop multichannelcommunication strategies that leveragetext messaging, smartphone apps andweb portals to provide information thatempowers customers to manage theirenergy consumption.What’s ahead?Whether prepay will take off is still an openquestion. Consumers say they want it.According to a survey of 1,000 consumersby Distributed Energy Financial Group, amanagement consulting firm specializingin energy, about 17 percent of respondentsindicated a high level of interest in prepayoptions as an “alternative to high securitydeposits and cumbersome paymentarrangements.”5Yet, consumer advocacy groups continueto represent the biggest hurdle for prepayprograms. “It’s going to take education,”says Welch. “Consumer advocacy oftenfights advanced metering infrastructurebecause they see it as giving utilities theability to shut off a customer’s power atany point. They may not be focusing on thecontrol it gives the consumer as well.”Cooperatives remain the likeliest growthsegment for prepay, as they encounter fewerregulatory hurdles and respond quickly totrends that can benefit their members.“I think we’ll see the majority of that growthin states where there is not a large barrierto entry,” says Welch.One thing that would truly move the needleis if the major IOUs entered the market.“The public utility segments and IOUs arewatching the situation very carefully rightnow and are starting to make movementsthat indicate they are very interested,” saysWelch. “Georgia Power just came on. AndPG&E is considering prepay. That wouldbe huge.”According to Welch, much of the newinterest in prepay is being driven by thesuccess of the M-Power program at SRP.Landis Gyr provides SRP with in-homedisplays that provide real-time data aboutaccount balances for its prepay customers,helping them make decisions about theirpower usage.As a member of the Prepaid Energy WorkingGroup, Landis Gyr also works with industrypartners to understand the marketplaceand help utilities implement strategiesfor improving acceptance of prepay andstreamlining prepay operations. “Survey: Customers want prepaid utility options,” Utility Dive, April 6,2015. Find at: antprepaid-utility-options/383216/Future.Ready. 12

?WHAT’S INIT FOR MEEDUCATING CONSUMERS ON SMART GRID VALUE“Smart grid” and “smart meter” are common industryterms that predate the passage of the EnergyIndependence and Security Act of 2007. During thattime, the number of homes with smart meters has grown tomore than 46 million.1 Yet, more than half of U.S. consumersare not aware of the terms. And, of those who have heardthe terms, nearly half do not know what they mean.That’s according to the mostrecent Consumer Pulse researchconducted by the Smart GridConsumer Collaborative (SGCC). Anorganization dedicated to, amongother things, tracking and advancingawareness of smart grid, SGCCis also taking steps to improve thesituation. Its most recent effort is“Next Innovation,” an infographicthat illustrates smart grid and smartmeters as the next innovation forhomes and society. The infographicis designed to be used by utilities asa creative and educational tool forbringing the smart grid story totheir customers.2The SGCC continues to refine aconsumer value proposition focusingon the economic, environmental andreliability benefits consumers receivefrom intelligent grid infrastructure.The goal is to provide utilities witheffective messages that answer the“what’s in it for me?” question fromthe average consumer.According to SGCC ExecutiveDirector Patty Durand, theinfographic is just one exampleof the SGCC’s efforts to educateconsumers on the direct benefits ofsmart grid. Once they understandwhat smart grid is all about, shecontends, they’ll gain interest toengage and take advantage ofnew technologies to lower energycosts and contribute to a cleanerenvironment.Focus on EducationDespite low awareness of “smartgrid,” the number of consumersrealizing its benefits grows everyday. At the same time, utilities13 Future.Ready.acknowledge the need to moveaway from their traditional, one-waycustomer relationships and leveragedigital media platforms to buildcloser, two-way relationships thatare critical in today’s competitivemarketplace.When it comes to educatingconsumers about smart grid, anumber of organizations are takingaction. For example, the consumerwebsite managed by SGCCwhatissmartgrid.org is filled withinformation, including learning toolsfor children, parents and teachers,videos, white papers and many otherresources designed to communicatehow consumers can participate inthe benefits of smart grid.The Smart Grid Customer EducationSymposium is an annual event thatbrings together industry leaders toshare best practices in smart gridcustomer education. The TrustworthyCyber Infrastructure for the PowerGrid (TGICP), a program at theUniversity of Illinois, is dedicatedto smart grid education andengagement. These are just a few ofthe initiatives moving the needle inraising smart grid awareness.Landis Gyr understands theimportance of providing utilitieswith tools for increasing consumerengagement and awareness.The commitment is ongoing tofurther automate and fine-tune theprocesses and decision-makingrequired for utilities to deliver the bestcustomer service.EIA, FAQs, How many smart meters are installed inthe United States, http://www.eia.gov/tools/faqs/faq.cfm?id 108&t 31 2 A downloadable pdf of the infographic is availableat: vation-infographic/Future.Ready. 14

Disruptive changes in how electricpower is generated, distributedand consumed are making utilitiesrethink consumer interaction.Target MarketingOpens the Door toBetter CustomerRecruitmentOutside of deregulated markets, utilityexperience with residential customerrecruitment has been primarily limitedto demand response and efficiencyprograms. But interactions related tothe growing adoption of rooftop solar,energy storage, EV charging andsmart home technology are alreadybeginning to rise.While the energy market continuesto evolve, so too does the utility’sability to target customers. Smart griddata from multiple points across thedistribution system is a powerful toolfor utilities to use in understandingload patterns on each circuit, from

Capital, a commercial solar project developer. PSEG in New Jersey, on the other hand, is developing its own solar capacity. Future plans include directly connecting that solar to the grid and offering consumer loans to help fund their solar systems. This year, Arizona Public Service entered the rooftop solar