Clients As a Resource in Energy Education

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Clients As a Resource in Energy Education

Jackie BergerDavid Carroll

2004 Affordable ComfortApril 28, 2004

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Purpose of Session• Conceptual – What is the realistic potential

associated with energy education?

• Evaluative – What have we found in our program evaluations?

• Exploratory – Can we improve measurement of energy education impacts and the delivery of energy education at the same time?

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Organization of Session

• PART 1 – Framework – David – 15 minutes• PART 2 – Findings – Jackie – 50 minutes• PART 3 – Instrument – David – 15 minutes• WRAP-UP – Feedback – 15 minutes

ASK QUESTIONS ANY TIME

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Status of Energy Education

• New funds are being invested in low-income usage reduction programs

• Energy education is an important part of many new and existing programs

• Many field staff still doubt the potential for energy education

• Evaluations find program barriers and mixed results

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Energy Education Assumptions

• Behavioral changes can reduce energy usage and energy bills

• We can teach individuals how to change behavior

• We can motivate individuals to change behavior

• We can identify the changes that will lower bills and provide reinforcement

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Evidence of Behavior Impacts

• National Statistics - RECS– 1997 compared to 2001

• 22% increase in prices• 8% reduction in heating degree days• 16% reduction in energy consumption

– Change by Income Group• Lowest income group = 16%• Other income groups = 15%, 20%, 17%

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Evidence (continued)

• NMPC Power Partnerships – Evaluation showed 10% incremental gas savings and 3% incremental electric savings from education

• Ohio – PIPP clients were alert to potential savings on summer bills

• California – 12% reduction in electricity usage resulting from a number of initiatives in 2000-2001

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Other Ways Education Works

• Awareness of measures• Support of measures• Improvement of auditor diagnostics

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Evaluation Information Objectives

• Are education procedures followed?• What are the barriers to following

prescribed procedures?• How can procedures be improved?• How can implementation be improved?• What is the impact of education?

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Evaluation Activities

1. Interviews with program managers and designers

2. Interviews with service providers3. Observation of education training4. Observation in the field5. Client interviews6. Impact analysis

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NJ Comfort PartnersProgram Background

• Comprehensive usage reduction program managed by 7 electric and gas utilities

• Addresses electric, gas, and fuel oil usage• Protocols developed from best practices of

previous individual utility programs• 98% of homes served by one large contractor• Households under 175% of poverty are eligible

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NJ Comfort PartnersEducation Protocols• Partnership model• Initiate partnership when first contact is made• Explain the program• Confirm the partnership in the home

– Benefits to each partner– Responsibilities of each partner– Sign the partnership agreement form

• Information gathering– Family’s needs, wants, behaviors– Review of customer’s bills

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NJ Comfort PartnersEducation Protocols (continued)• House tour

– Identify measure installation opportunities– Determine usage habits– Install qualifying measures

• Calculate current costs and projected costs with energy savings

• Review options for measures and actions• Make decisions and complete Partnership

Agreement Action Plan• Follow up on responsibilities

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NJ Comfort PartnersEducation Materials

• Education Notebook and Note cards• Partnership Agreement Form• Action Plan

Reduce Costs of: Actions/Measures Estimated Annual SavingsElectricity Gas

Home heatingHome coolingWater heatingAppliancesLightingOther

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NJ Comfort PartnersBarriers• New program

– Utilities ordered to implement program in two months

– Education training could not be scheduled immediately

• Uncertainty of future program administration

• Training funds are limited

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NJ Comfort PartnersObservation Findings

• Partnership agreement– Auditors did not consistently explain the

partnership agreement at the beginning of the visit

– Many did not mention a partnership until the end of the visit

• Energy education notebook– Many did not use at all

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• Explain what visit would entail– Many did not describe what would be done.

• Review and explain bills– Auditors did not consistently review bills.

• Co-developing an action plan– Auditors did not consistently work with

customers to determine actions the customer was willing to take to reduce usage

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• Co-developing an action plan– Many auditors did a good job explaining work and

potential actions during walkthrough– Some auditors did not recommend actions during the

walkthrough– Some auditors did not tailor recommendations to the

customer’s behavior and home– Auditors did not consistently reinforce recommended

actions at the end of the visit– Some auditors did not record actions that the

customers agreed to

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NJ Comfort PartnersObservation Findings• Co-developing an action plan

– Most auditors did not use the action form– Auditors did not provide estimates of cost

savings• Summary and Review

– Auditors did not consistently review work done in the home, and actions that customer had committed to.

– Auditors did not reinforce the importance of the customer’s role in the partnership and in reducing energy usage

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NJ Comfort PartnersClient Interview Findings• Understanding of the Program

Yes, I understand the Comfort Partners Program 92%

Yes, I understand the Partnership 60%

The service provider’s responsibility is to reduce energy usage or energy bills

30%

The customer’s responsibility is to reduce energy usage or follow recommendations

30%

The benefit of the program is reduced energy usage or bills 40%

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NJ Comfort PartnersClient Interview Findings• Customer Motivation

Energy bill is not affordable 26%

It is somewhat or very difficult to pay energy bills

76%

Reducing bills is a benefit of saving energy

71%

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NJ Comfort PartnersClient Interview Findings• Education Provided

Energy bill was explained 52%

Written list of actions was provided 42%

Estimate of $ savings from actions was provided 26%

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NJ Comfort PartnersClient Interview Findings• Recall of Energy Saving Actions

Agreed to TakenTurn off lights 9% 4%Reduce temperature 5% 3%Use CFLs 4% 3%Conserve energy 4% 1%Reduce AC use 4% 2%Close doors/windows 2% 1%Set back heat at night/when out 2% <1%Turn down hot water temperature 2% <1%None 74% 78%

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NJ Comfort PartnersClient Interview Findings• Reduced End Uses

Hot Water 48%

Air Conditioning 45%

Dryer 36%

Dishwasher 19%

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NJ Comfort PartnersClient Interview Findings• Percent with actions expected to

reduce energy use

At least 1 non-prompted action 17%

One or more reduced end uses (prompted) 77%

One or more reduced end uses and associated action 66%

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NJ Comfort PartnersSummary• Well-developed education protocols• Excellent education materials• Many barriers to implementation• Inconsistent implementation• Education not tailored to individual client• Reflected in client interviews• Improvement recently seen

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Ohio Electric Partnership Program Background

• Electric usage reduction program managed by Ohio Office of Energy Efficiency

• 18 authorized providers in first year • Reduced to 9 in second year• Providers are CBO’s and one private contractor• Some agencies have several sub-agencies• Electric PIPP customers are targeted for service

delivery

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• OEE receives electric usage data from utilities each quarter

• Based on usage thresholds, they target clients for:

– High use baseload services (>8,000 kWh baseload usage)

– Moderate use baseload services (4,000-6,000 kWh baseload usage)

– Weatherization services (>8,000 kWh heating or cooling usage)

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• Auditor uses a PDA to collect information on all electric uses in the home

• Auditor matches total use calculated in home with usage on customer’s bills

• Auditor identifies cost-effective measures for installation

• Measures include refrigerators, freezers, light bulbs, aerators, showerheads, water heater wraps

• Fuel switches and custom measures recently introduced

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Ohio Electric Partnership Education Protocols

• Introduction– Purpose of visit– Program overview and steps– Partnership agreement

• Usage analysis– Review customer’s bill– Explain baseload versus heating/cooling

usage

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• Energy tour– Review biggest electric uses– Estimate costs per appliance– List suggested actions

• Action plan– Review list of suggested actions– Obtain commitment for 3-5 actions– Complete energy savings actions plan– Reinforce consequences of each action

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• Conclusion– Complete and sign action plan– Review next steps and time frame– Provide referral information– Establish follow-up procedures

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Ohio Electric Partnership Education Materials

• Education note cards• Reports generated by program software

– Graph of top ten electric users with annual cost

– Action form

Appliance ActionAnnual Savings

New HourskWh Cost

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Ohio Electric Partnership Barriers

• OEE ordered to implement program in 6 months

• Limited OEE staff• Auditors adjustment to PDA• Perception of PIPP customers• Education training could not be scheduled

immediately

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Ohio Electric Partnership Observation Findings

• Visit introduction– Many auditors introduce themselves with no

description of the program and then meter refrigerator and inspect home

• Usage data– Auditors request bill and enter updated usage

information into PDA– Most auditors do not explain bill

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• Energy tour– Most auditors do not review biggest electric

uses, estimate costs per appliance, or list suggested actions

• Action plan– Most auditors do not use action reports

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• Conclusion– Most auditors do not

• Secure action commitment• Reinforce partnership agreement• Explain next steps of program

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Ohio Electric PartnershipClient Interview Findings• Understanding of the Program

Round 1 Round 2

Yes, I understand the EPP 90% 87%

Yes, I understand the Partnership 72% 73%

The service provider’s responsibility is to reduce energy usage or energy bills

68% 48%

The customer’s responsibility is to reduce energy usage or follow recommendations

40% 55%

The benefit of the program is reduced energy usage or bills

63% 67%

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Ohio Electric PartnershipClient Interview Findings• Customer Motivation

Round 1 Round 2

I would be required to pay arrearages if I left PIPP 82% 67%

There are benefits to reducing usage while on PIPP 73% 65%

Reducing usage will reduce summer electric bills 78% 74%

Reducing usage will prevent increase in arrears 83% 72%

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Ohio Electric PartnershipClient Interview Findings• Education Provided

Round 1 Round 2

Explained energy bill 76% 70%

Explained how to tell if usage is increasing or decreasing

61% 63%

Explained how electric use is measured 71% 56%Suggested actions 78% 82%

Developed Action Plan 71% 56%

Provided saving estimates 72% 60%

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Ohio Electric PartnershipClient Interview Findings• Recall of Energy Saving Actions

Agreed to TakenTurn off lights 57% 30%Turn off appliances 38% 16%Conserve energy 15% 8%Use CFLs 8% 3%Wash clothes in cold water 4% 3%Use double spin on clothes washer 2% 2%Reduce water heater temperature 3% 3%Reduce length of showers 3% 3%Line dry clothes 3% 3%None 15% 15%

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Ohio Electric PartnershipClient Interview Findings• Percent with actions expected to

reduce energy use

Round 1 Round 2

High energy savings potential 25% 31%

Low energy saving potential 66% 47%

No action 9% 22%

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Ohio Electric PartnershipClient Interview Findings• Reduced End Uses

Round 1 Round 2

Hot Water 32% 25%

Air Conditioning 24% 41%

Electric Dryer 62% 45%

Dishwasher 8% 12%

Dehumidifier 6% 4%

Lights 75% 74%

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Ohio Electric PartnershipSummary• Well-developed education protocols• Excellent education materials• Many barriers to implementation• Auditors not focused on action plans• Education not tailored to individual

client• More recent client interviews show

better results

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Utility ProgramProgram Background• Comprehensive usage reduction program

managed by an electric and gas utility • Addresses electric and gas usage• Provide appliance replacement and

weatherization services• Providers are community action agencies and

private contractors• Four energy coordinators oversee work of

agencies and contractors

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Utility ProgramProgram Background• Services are targeted to non public assistance, low-

income, payment troubled, LIHEAP-recipient customers

• Four types of energy services– Appliance Efficiency Program (AEP): Refrigerator and/or

freezer replacement, waterbed mattress replacement, fuel switching

– Weatherization Program: heating system service and repairs, air sealing, duct sealing, insulation

– Combination: AEP and Weatherization– Modified: Inspection for AEP or Weatherization but no

additional treatment

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Utility Program Education Protocols

• Energy Use Management Education– Workshop or education packet with

worksheets and video– Customers complete energy services

questionnaire and are targeted into programs based on their usage

– Contractors provide additional education when performing tests and installing measures

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Utility Program Education Protocols

• In-home Education– Include the customer– Tailor the inspection to the customer’s needs– Identify incentives (increased comfort and

lower cost)– Provide reinforcing confidence– Initiate and develop an action plan

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Utility ProgramEducation Materials

• Hot water temperature card• “Cost of Operating Home Appliances” brochure• Sheets on major energy users

– Home heating and cooling– Home water heating– Kitchen energy use– Electric home appliances– Home lighting– Laundry energy use

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Utility ProgramEducation Materials

• Energy Savings Action Plan

I would like to reduce monthly energy costs by $_______

Space Heating Electric Appliances

1. _____Apply for Weatherization 6. _____Unplug second refrigerator

2. _____Turn down thermostat 7. _____Turn off TV’s when not in use

3. _____Discontinue use of space heaters

8. _____Turn off computer when not used

Water Heating Lighting

4. _____Set water temperature at 120° 9. _____Turn off lights when not needed

5. _____Wash clothes in cold water 10. ____Install energy efficient lights in these rooms ___________ ____________

Other Actions or Suggestions for Reducing Energy Use

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Utility Program Barriers and Supports

• Lack of contractors• Time lag between initial education and

service delivery for some providers• Quality control provided by energy

coordinators• Many contractors are well experienced

with the utility’s programs

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Utility Program Observation Findings

• Energy usage analysis– Auditors calculate the energy usage of

appliances and estimate the contribution of each major use

• General education– Auditors explain what they are doing and how

appliances should be maintained

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Utility Program Observation Findings

• Review of actions from workshop– Contractors sometimes review actions from

workshop• Action plan

– Contractors did not create a written list of actions for the customer at the end of the visit or review actions they had discussed during the visit

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Utility ProgramClient Interview Findings• Understanding of the Program

Yes, I understand the services provided by the program 88%The service provider’s responsibility is to reduce energy bills 44%The service provider’s responsibility is to reduce energy usage 21%

The customer’s responsibility is to reduce energy usage or follow recommendations 54%

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Utility ProgramClient Interview Findings• Customer Motivation

Energy bill is somewhat or very difficult to pay 92%

Reduce energy usage or bills is the most important benefit of the program 53%

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Utility ProgramsClient Interview Findings• Education ProvidedDiscussed hot water use 73%

Discussed home heating use 62%

Discussed clothes dryer use 59%

Discussed other high energy uses 47%

Described dollar savings from actions always or most of the time 73%

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Utility ProgramClient Interview Findings• Recall of Energy Saving Actions

Actions Taken As a Result of:

Workshop Video In-Home Education

Turn off lights 43% 40% 33%Install CFLs 27% 20% 24%Turn down thermostat 14% 15% 10%Reduce TV usage 11% 3% 6%Turn off appliances 11% 9% 9%Turn down water temperature 10% 12% 10%Reduce use of AC 9% 3% 6%Use cold water for clothes washing 9% 5% 6%Set back temperature at night/when out 5% 4% 2%

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Utility ProgramClient Interview Findings• Percent with actions expected to

reduce energy use

Action Taken as a Result of

Workshop Video In-Home Education

High energy savings potential 69% 65% 60%

Low energy saving potential 26% 20% 23%

No action 5% 15% 13%

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Utility ProgramClient Interview Findings• Reduced End Uses

Hot Water 62%

Heating 59%

Dryer 48%

Lights 73%

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Utility ProgramSummary• Well-developed education protocols• Excellent education materials• Some barriers to implementation• Auditors were not focused on action

plans• Action form was developed• More recent client interviews show

promising results

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Summary of Evaluation Findings• Education procedures and materials are

well planned and developed• Observations show that auditors do not

focus on the education aspect of the audit• Client interviews show that clients are

motivated, but most do not focus on actions with greatest savings potential

• Need better evaluation data on impacts of education

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Ways to Improve Energy Education

• Auditor motivation• Auditor training and feedback• Flexible education protocols• Pilot new approaches

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Baseline Assessment Instrument• Original Purpose

– Improve measurement of the impacts of behavioral changes on energy usage

• Design Elements– Capture preprogram knowledge, attitudes, and actions– Identify reasons for unexplained changes in usage – Furnish educator with motivation information

• Discussion Components– Comfort and Safety– Knowledge/Behaviors/Actions– Motivation/Empowerment

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Experiences with Instrument• Step 1 - Coworker Pretest

– Issues in design and format– Significant differences in knowledge/attitudes/actions– Special circumstances

• Step 2 – Client Pretest– Clients appreciate someone listening to them– Significant differences in knowledge/attitude/actions – Ideas for tailoring education– Ideas for tailoring treatments

• Step 3 – Field Pretest– Need “motivated” volunteers

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Experiences with Instrument

• Examples

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Summary of Findings

• Instrument can serve as a baseline for measurement of client behavioral change

• Instrument can serve as a useful starting point for educator

• Instrument can help the auditor to identify unusual situations that change treatment priorities

Clients As a Resource in Energy Education

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