Behavioral Science, Big Data and Conservation...WaterSmart Software helps utilities educate and...

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Behavioral Science, Big Data and Conservation CWA Conference November 13, 2014 Andrew Ulmer, Senior Director of Client Solutions

Transcript of Behavioral Science, Big Data and Conservation...WaterSmart Software helps utilities educate and...

Page 1: Behavioral Science, Big Data and Conservation...WaterSmart Software helps utilities educate and engage customers to save water and money. WaterSmart offers a turnkey, cloud- based

WaterSmart Software 1

Behavioral Science, Big Data and Conservation CWA Conference November 13, 2014 Andrew Ulmer, Senior Director of Client Solutions

Page 2: Behavioral Science, Big Data and Conservation...WaterSmart Software helps utilities educate and engage customers to save water and money. WaterSmart offers a turnkey, cloud- based

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Agenda • Engagement and Conservation

• Easy, targeted and measurable • Behavioral Science & Big Data • Results & Practical Considerations

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About WaterSmart

WaterSmart Software helps utilities educate and engage customers to save water and money. WaterSmart offers a turnkey, cloud-based engagement, analytics, and behavioral water efficiency solution.

OUR PARTNERS INCLUDE 30+ UTILITIES in 4

STATES, 1M+ ACCOUNTS

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Recipe for Results

EDUCATION SOCIAL NORMS

+ Social Comparison, Gaming

Measurable Results

=

Need engagement before action

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Don’t Know How Much they Use….

Source: Attari et al (2014)

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Don’t Know Where Their Water Comes From…

Source: Texas Water IQ

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Current Dialogue.. When do you Hear from Customers?

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Not Best Tool for Engagement or Conservation

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What Moves the Needle?

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Social Norms!!!

Group behavior is a powerful force for most individuals.

Page 11: Behavioral Science, Big Data and Conservation...WaterSmart Software helps utilities educate and engage customers to save water and money. WaterSmart offers a turnkey, cloud- based

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More Behavioral Insights

EAST

EASY

ATTRACTIVE

SOCIAL

TIMELY

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EAST

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Offering the Right Number of Recommendations

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Big Data as Leverage • Interactive and dynamic

• Customized: relevant, fresh and timely • Multiple data sources • Benefits of SaaS – Software as a Service

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Multiple Data Sources

SURVEYS

CONSUMPTION & RESIDENCE

INFO

REBATES & INCENTIVES

REAL-ESTATE CITATIONS

WEATHER & CLIMATE

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The SaaS Advantage Feature Benefits

Faster Innovation Enhancements and new features are inspired by a broad segment of the market

Deeper Insights Benefit from behavioral insights across millions of utility accounts – hone algorithms

Value Cost-sharing among other tenants on platform

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Track Results and Adapt • Design • Engage • Measure and optimize

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Program Design

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Program Tracking and Optimization

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Efficiency: How are we doing?

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Results: Track against a control group

300

400

500

Jan13 May13 Sep13 Jan14 May14

5.4% Savings

Program Start Gallons Per Day

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5%+ WATER SAVINGS

3x CUSTOMER ENGAGEMENT

Demand Management and Engagement

Participation in Existing Programs

74%

26%

WATERSMART CONTROL

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29%

22% 21%

14% 13% 12%

Explaining your Water Use Showing Ways to SaveMoney on Water Bill

Providing Tips to ReduceWater Use

% CUSTOMERS WHO RATED THE UTILITY “EXCELLENT”

With WaterSmart Control

High Customer Satisfaction

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WaterSmart Software 25 Weighted averaged across 12 utilities

0%

3%

6%

9%

12%

Program Inception Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

New Emails from 10% of Participants

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Final Considerations

• Titrate engagement and conservation • Industry catch up: customer experience • Align customer and business needs

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Andrew Ulmer, Senior Director of Client Solutions [email protected]

Thank You

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WaterSmart Software 28 Analysis by Daniel Brent, Univ. of Washington, June 2012

AVG. 5% SAVINGS

TREA

TMEN

T EF

FEC

T (%

) NO CHANGE

Lowest Users

Highest Users

70% of homes saved water