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Utility combines real-time reporting of energy use with smart home technology, paving the way for utilities to lead the way in the future of connected home

ENERGY STAR is the gold standard for energy efficiency and is most frequently awarded to best-of-breed products that have demonstrated energy reduction. The Environmental Protection Agency (EPA) and ENERGY STAR stakeholders saw an opportunity to mitigate growing consumption and bring a focus on energy savings opportunities to the smart home market through development of ENERGY STAR certification criteria. The strategy was to leverage the powerful ENERGY STAR brand and partnership to guide smart home systems toward readily achievable energy savings in the near term while working toward the future of a smart home ecosystem capable of acting as a single touchpoint for consumers and utilities to manage energy consumption.

Baltimore Gas and Electric’s (BGE) certification of the first smart home energy management solution breaks numerous barriers, including demonstrating that utilities and energy companies have an active role to play in commercial solutions development.

In March 2020, when the world was mostly shutting down due to COVID-19, BGE launched its Connected Home and Small Business Demonstration (CHBD), also known as Connected Annapolis. The purpose of the Demonstration was to understand the role connected customers played within a connected community. More specifically, the utility wanted to explore the combined impact of smart home technology and education on energy reduction. The technology demonstration offered exclusively in Annapolis, MD (BGE service territory), allowed four user groups to receive a combination of smart home devices as well as support from a robust education and outreach program designed to empower customers to take control of their energy use through SHEMS technology. The four user groups were intentional so that the utility could identify potential differences and opportunities in engaging with each kind of customer: Early Adopter, Small Business, Low Income and Senior.

Demonstration participants received a package in the mail that was designed for their user group. These devices were a combination of a z-wave hub, instructions to download the compatible app, door and window sensors, motion sensors, water leak detectors, smart plugs and Energy Star-certified lighting. Initially, participants received a coupon for a free installation of a smart thermostat when the climate was safe again for installers to enter homes. Later in the Demonstration, when installation restrictions were lifted, participants could call and schedule this free installation at their convenience. All groups except the small business group received an Amazon Dot, and the Senior group had the added benefit of receiving a tablet.

Because of the unexpected pandemic, BGE had originally designed the program to have more in-person support and training; yet the new environment brought about a unique opportunity to engage with customers remotely. It made the emphasis on education and technical support that much more important. The Connected Annapolis team developed an online community whereby participants could watch video tutorials, download step-by-step instructions, learn about the technology and contact program managers for additional help. Zoom training also became a regular part of the program.

The ENERGY STAR team at the EPA learned about Connected Annapolis through its Smart Home Energy Management Systems working group (SHEMS). In discussions between EPA and the BGE Connected Annapolis Team, it became apparent that there was a unique opportunity to demonstrate real kWh reduction because of the way the program was conducting its own internal analyses leveraging AMI data. The 15-minute interval data became an important baseline for measurement and the Connected Annapolis team analyzed it three years before the technology deployment as well as the 12-month period after. To better correlate reduction to smart home device usage, the Connected Annapolis team was able to work with the technology vendor to collect real-time usage information for the different devices in the home. This data included thermostat adjustments, frequency of use of lighting and the additional smart devices as well as specific information about home/away programming and pre-configured room setups.

Integrating technology with utility programs

One of the things BGE was keenly interested in was the integration of smart home technology solutions with other existing energy efficiency programs. As a result, the Demonstration made an effort to market to and sign-up participants for the utility’s demand response program, Connected Rewards. Because the utility was moving towards a “Bring Your Own Device” (BYOD) model, the Connected Annapolis team used thermostats that were compatible with the program. By doing this, the team was able to fulfill additional EPA requirements of ENERGY STAR certification including, demand-side events and targeted communications notifications, available by both text and email.

In addition to the demand response program, the Connected Annapolis team at BGE also utilized programs designed for small business thermostats and first-time smart thermostat residential customers.

The role of utilities in SHEMS

BGE was excited to see how it could leverage its AMI network in the smart home demonstration, so designing measurement criteria around energy reduction and analysis through AMI data was critical from the start. In addition, participants were encouraged to view their data and understand energy patterns on BGE’s My Account.

“BGE is proud to be a leader in showing how our industry can optimize AMI network investments and smart technology to provide our customers with cutting-edge tools that allow a greater degree of control over their energy usage and costs,” said Alex Núñez, BGE senior vice president of Strategy & Regulatory Affairs

EPA was excited to see the successful deployment of ENERGY STAR-certified SHEMS through careful delivery of a program that provided valuable insights into small businesses, aging in place and low-income participant segments. “In the Connected Annapolis pilot, we saw how smart home can successfully bridge the gap between the utility goals and consumer interests with key target audiences. We were pleased to see that the systems deployed in the pilot, while supported by substantial virtual training, successfully delivered both consumer amenity and savings,” said Taylor Jantz-Sell, SHEMS Program Manager, EPA.

This use of AMI data led to an ongoing dialogue between BGE and EPA about the role of utilities in collecting and analyzing the usage data. It is important to note that Connected Annapolis was an opt-in program where customers received free technology in exchange for making their usage data available to BGE. Personal data was not shared with the EPA, and information was provided in aggregate and by average, with outlier information removed from the analysis.

It was important that BGE communicate to the industry that it was not focused on collecting or sharing personal data information of its customers. Rather, the utility was focused on understanding how and why people might benefit from such technology.

More importantly, the Connected Annapolis team was looking at aggregate data among users and sub-segments of the user groups to determine patterns and trends. Individual customer usage was looked at in conjunction with device usage, but this was reported anonymously to all stakeholders. No individual customer information was shared for privacy reasons.

Furthermore, the Connected Annapolis team conducted significant qualitative research to help put the data story further together.

Proving energy reduction and the unique role of the utility

Throughout the process of certification with the EPA it became more apparent that the utility was uniquely positioned to provide proof of energy reduction of the SHEMS devices in a way that, perhaps, product manufacturers had been struggling. As owners of the AMI data, utilities can produce evidence of energy reduction when coupled with the specific device usage information. In addition, as owners of many energy efficiency programs like demand response, the utility can conduct events that enable customers to save automatically through the SHEMS devices and subsequently demonstrate results through kWh and GHG reductions.

BGE has a long history of innovating through advanced technologies, so when the opportunity to empower customers through smart home technology arose, it moved forward in trying to really understand the motivations for such technology use and the potential long-term impact of providing these devices to its customers. In particular, it also wanted to better explore the impact of these devices on lower-income customers who may not otherwise be motivated or able to spend more money on smart devices in the home. It turned out that this segment of participants yielded strong results, particularly during the summer high bill months.

Lessons learned

The ENERGY STAR certification process really allowed BGE to push the sustainability narrative forward. The Connected Annapolis team translated its energy reduction to greenhouse gas emissions helping bridge the objectives of both DOE and EPA. By focusing on customers and behavior instead of device specifications, the Connected Annapolis initiative brought home the power of why, and the critical importance of engaging with customers to educate and empower them.

Customer feedback was an important part of the Demonstration. Highlights of that feedback include:

• An interest from participants to purchase more smart devices to add to their setup.
• Looking to the utility as an advisor in smart energy technology solutions.
• Many customers who initially doubted their ability to engage with the technology, thrived with it.
• Many customers indicated a lack of awareness and understanding of smart home technology — why to purchase it, how to use it, etc.
• Many customers believed that if the utility had not offered this technology to them, they would not have purchased it on their own. Education played an important part in the process.

Some of the joint learnings between EPA and BGE focused on the critical ingredient of AMI data and the unique role utilities had in utilizing SHEMS for energy reduction. While utilities may not be the long-term distributor of such technology, it was clear that there is an important role to play in the deployment of these technologies for energy reduction specifically.

As utilities continue to innovate and expand energy efficiency programs as well as develop consumer marketplaces and BYOD programs, smart home technology is clearly an important piece of the future of energy management.

“We are proud to align technology and the needs of our customers with our Path to Clean goal to achieve net-zero operational emissions by 2050. As we push toward this goal, we will continue to experiment with new technologies, offerings and platforms to empower our customers as they seek to improve their energy efficiency and help to address the climate goal, added Nunez.”

This article originally appeared in Electric Energy T&D Magazine, Quarterly Issue 3, 2022 – Volume 25. To read original article, click here.

Utility Solution is First Smart Home Solution to Be Certified by EPA

Philadelphia, PA – January 11, 2022 – SmartMark Communications announced today that the EPA has certified the BGE Smart Home Solutions as the first ENERGY STAR SHEMS product in the market. SmartMark Communications supported the BGE Connected Home and Small Business Demonstration technology trial and was a critical player in helping evaluate energy reduction by the devices through data collection and AMI energy use analysis.

SmartMark Communications is the leader in customer education strategies and solutions for utilities. The company has been supporting the advancement of customer facing technologies to improve energy management for more than two decades.

BGE serves more than 1.3 million electric customers and more than 680,000 gas customers in a diverse, 2,300-square-mile area encompassing Baltimore City and all or part of 10 central Maryland counties. It is an Exelon company.

“We believe that the success of the BGE smart home solution is contributed to the perfect balance of education, technology and customer support and we are thankful to SmartMark for helping us design a customer-centric program with impactful results for the utility,” said Sam duPont, Principal in BGE’s Utility of the Future Group. “It is exciting to demonstrate how a utility can leverage its AMI investments to further build customer facing tools to help improve energy management and customer service.”

To learn more about how SmartMark Communications is working with utilities to understand the benefits of smart homes, visit www.smartmarkglobal.com.

About SmartMark Communications
SmartMark Communications has redefined the role of traditional marketing communications companies and uses a blend of industry knowledge and business strategy to help organizations—public, private, and not for profit—shape industry. This unique blend of policy, communications and creative expertise is a critical component to successful storytelling. SmartMark’s passionate interest and deep domain expertise in the industries that it serves has allowed it to emerge as a leader in the conversation around innovation, technology adoption and transformation. To learn more visit www.smartmarkglobal.com.

Media Contact:
Meredith Salefski
SmartMark Communications, LLC
615-864-7841
meredith@smartmarkusa.com

Company to launch programs and strategies for utilities focused on helping communicate to customers their role in the energy transition, DER, and environmental responsibility and stewardship

GLASGOW – SmartMark Communications, the leading provider of utility customer education and engagement solutions, announced today that it stands with the leaders of COP26 in the call for improved behavioral responsibility around carbon reduction. As a leader in articulating the value proposition of kWh reduction to utility customers, SmartMark has announced new solutions to help translate kWh to GHG to better inform consumers of the impact of their energy use on the environment. The company is actively working with the technology industry to design and implement new tools to support this effort.

“As both an advocate for customer education in energy and technology and a parent, I find both a personal and professional responsibility to evolve strategies and messages around demand side management to newer value propositions that resonate more strongly with today’s energy consumers,” said Shavit.

SmartMark Communications works with leading utilities on adopting innovative technologies and equitable best practices around energy management. SmartEnergy IP™ is a research and consulting organization within SmartMark Communications that is dedicated to helping utilities communicate the benefits of smart grid to customers.

About SmartMark Communications
SmartMark Communications has redefined the role of traditional marketing communications companies and uses a blend of industry knowledge and business strategy to help organizations—public, private , and not for profit—shape industry. This unique blend of policy, communications and creative expertise is a critical component to successful storytelling. SmartMark’s passionate interest and deep domain expertise in the industries that it serves has allowed it to emerge as a leader in the conversation around innovation, technology adoption and transformation. To learn more visit smartmarkglobal.com.

Contact:
Meredith Salefski
615-864-7841
meredith@smartmarkusa.com

by Juliet Shavit, SmartMark Communications

This article appears in the current print issue of Electric Energy, Quarterly Issue 3

There have been a number of smart home pilots in the United States that explore different technologies and use cases. A common and obvious theme among them is the impact of these devices on energy efficiency. For utilities, this is, of course, the obvious bottom line.

This benchmark has safely steered energy efficiency investments for decades and continues to be the key driver for utility smart technology programs (e.g., smart thermostats).

SmartMark Communications is working with BGE and the City of Annapolis on the Connected Home and Small Business Demonstration, which offers low income customers smart home devices to lower energy use and evaluate the benefits to quality of life.

Yet, the current Department of Energy, under the direction of the Biden Administration, has been tasked with building a roadmap for energy equity, arguably shifting the industry conversation from energy reduction to equitable access to affordable energy solutions. As utilities move steadily down the path of designing and implementing dynamic pricing and Time of Use programs, now most noticeable in the State of California, the current model is likely to benefit wealthier individuals with access to smart devices and appliances. Higher-end refrigerators and washer dryers are decked out with mobile applications and energy efficiency settings. Considered luxury items, these smart appliances are noticeably expensive. The likelihood of low-income customers selecting these things for their homes is zero. Their purchases will always be governed by cost, and that unfortunately can dictate less efficient products.

Thanks to Energy Star rebates and discounts, low-income customers have more access to energy-efficient appliances than ever before. Yet, despite that, research suggests that low-income customers are more likely to hold onto older, less efficient appliances. If you add in the economic pressures caused by the pandemic, then the likelihood of replacing appliances in the home now becomes even less probable.

That means that approaching smart and connected devices for kWh reduction is not enough, and, with the onset of time-based pricing, a perfect storm is brewing.

Energy Star appliances will not save customers significant dollars when they run during peak periods in dynamic pricing environments. Similarly, low-income customers are not likely to succeed in incentive-designed programs that encourage reduction during peak hours. That means that in the current world of energy efficiency program design, the cards are stacked against the people with the most to lose. That is a dangerous concept.

The time has come for the conversation to shift from energy efficiency to “leveling the playing field”. While smart refrigerators and washer dryers are expensive, a $10 smart plug is not. In fact, it is likely to cost less than recruitment and marketing costs for average energy efficiency programs. If utilities provided low-income customers with tools to succeed on these programs rather than just a direct mail piece, they would be creating a sustainable path for successful energy efficiency that aligned with their strategies. It is even more cost-effective economically for utilities to provide tools for success than offer bill protection in many cases.

Today’s regulators, policymakers and advocates must be aware of the role “technology access” plays in energy equity. It is the most obvious and overlooked opportunity for utilities as they seek to address issues of equality. A close friend of mine who works for a low-income advocacy group warned me that it is a myth that low-income customers do not have access to mobile phones or know how to use technology the same way as their wealthier peers. In a survey conducted by Pew Research, teenagers who came from homes, where income was less than $30,000 annually, were less likely to have access to a desktop or PC (75%) but were likely to have a smartphone (93%).

A smartphone and a smart plug are all you need to reduce energy use during peak hours if you are away from home. When you couple technology with education, there is nothing more powerful in the roadmap to energy efficiency and energy equity. It is the most obvious and most overlooked path forward for sustainable and equitable energy management in the industry.

About the Author
Juliet Shavit is the president and CEO of SmartMark Communications, LLC a global leader in strategic communications and customer experience. For more than two decades, she has been at the forefront of conversation around technology innovation and the impact of those decisions on industry transformation.

Shavit has been widely recognized for her contributions to the energy industry. She was instrumental in founding the DOE smart grid customer education working group and is the founder of the Smart Grid Customer Education Symposium.

Today, she works with utilities to optimize their AMI investments and build customer centric programs around technology adoption.

Company Listed in ‘50 Most Influential Companies’ Issue of CIO Bulletin

PHILADELPHIA, PA November 4, 2021 – SmartMark Communications, LLC, a leading provider of strategic communications and business innovation solutions announced today that it has been listed by CIO Bulletin as one of 50 Most Influential Companies of 2021. The company is a driving force in the energy and telecom industries, pushing for the adoption of advanced technologies to support customer experience and engagement.

For two decades, SmartMark Communications has been an advocate for collaboration between the telecommunications and energy sectors and the benefits of such collaboration on improved customer experience and innovation. Today the Company provides strategic services for the largest and most influential companies in the world.

“This is an incredible exciting time for our company, as we see great strides in the advancements in network innovation and IoT,” said Juliet Shavit, President and CEO. “For today’s customer, the digital lifestyle begins at home and accompanies consumers on their journey throughout the day in the vehicle and in the community. That said, consumer engagement with technology is as important, seamless, and vital to our well-being as the clothes we put on.”

SmartMark Communications is leading companies in adopting new technology to help advance smart cities, smart homes, and a smarter lifestyle through improved and innovative energy management solutions and creative models for behavior change.

Learn more about how SmartMark Communications is driving innovation, policy, and digital transformation at smartmarkglobal.com.

About SmartMark Communications, LLC SmartMark Communications has redefined the role of traditional marketing communications companies and uses a blend of industry knowledge and business strategy to help organizations—public, private and not for profit—shape industry. This unique blend of policy, communications and creative expertise is a critical component to successful storytelling. SmartMark’s passionate interest and deep domain expertise in the industries that it serves has allowed it to emerge as a leader in the conversation around innovation, technology adoption and transformation. To learn more visit www.smartmarkglobal.com

Media Contact:
Meredith Salefski
SmartMark Communications, LLC
615-864-7840
meredith@smartmarkusa.com

SmartMark CEO to Present on Optimizing AMI and New Applications Shaping the Utility of the Future

Philadelphia, PA – July 27, 2021 – SmartMark Communications, the leader in smart grid customer education, announced today that its president, Juliet Shavit, will be speaking at the IEEE Power and Engineering Society General meeting this week. Shavit will be speaking on the panel entitled, “Innovation at the Edge of the Grid” on July 29, 2021 at 10:00am.

Shavit’s presentation will focus on how energy companies are turning to new applications that leverage emerging technologies such as AI and IoT in ways to help utilities optimize AMI investments. These applications include such areas as smart homes and buildings, connected communities, and more personalized energy use tools that leverage disaggregated data.

The discussion will also provide an overview of the current business and technology landscape and the key industry pressures pushing utilities to innovate. These include but are not limited to more aggressive carbon reduction goals, increased emphasis on energy equity, new business models like transportation electrification and beyond-the-meter programs, and regulatory pressures.

Shavit will join a number of industry experts from the U.S. Department of Energy and private industry on the panel.

About SmartMark Communications
For more than two decades, SmartMark Communications, LLC has been working with energy companies on the adoption of new technologies and how to articulate the benefits of these investments to customers and stakeholders. Today they are an expert in business transformation for energy companies and lead pilots and shape strategies for utilities that focus on innovation in customer experience. Learn more smartmarkglobal.com.

SmartMark Communications owns and operates SmartEnergy-IP, a research organization focused on articulating the benefits of smart grid investments for customers and stakeholders. You can watch videos from the Company’s annual Smart Grid Customer Education Symposium and learn more about the ways SmartMark leads industry discussion on innovative investments for the grid at smartenergy-ip.com.

Contact:
Meredith Salefski
615-864-7841
meredith@smartmarkusa.com

Company Named Leading Utility Solutions Provider Second Year in a Row; Seeks to Define a Decade of Customer-Focused Industry Transformation

Philadelphia, PA – January 27, 2020 – SmartMark Communications announced today that it has been selected as the leading utility solutions provider for the second year in a row by CIOReview magazine. According to the article, the Company’s energy practice, SmartEnergy IPTM is creating the roadmap for innovation in customer experience, transforming the utility-customer relationship in unprecedented ways.

The cover story describes the Company as leveraging its 20-year history of rolling out customer facing programs to marry proven best practices with the excitement of innovation. According to the article, the Company is more passionate than ever about the customer experience and more aware of what is missing. SmartMark’s roots in network communications have given the Company an edge in fearlessness around technology and a sneak peek into the future. Their practical experience working with utilities and stakeholders help energy companies navigate technology adoption wisely, keeping in mind the important regulatory demands that require risk assessment and analytics driven programs that benefit consumers.

“If I think back about the start of SmartMark 20 years ago and how much the world around us has transformed, I get an unbelievable sense of excitement for what’s in store in the next decade and the role the Company is set to play,” said Shavit. “2020 is the year when utilities grasp that the role they play is in the development of smarter communities and people. It is the year they work with their stakeholders to apply innovation to reach new levels of energy efficiency and grid management, while better positioning themselves as dynamic, exciting companies that put the customer first.”

Learn more about the way SmartMark Communications is taking the utilities industry to new levels at www.smartmarkglobal.com.