THE SOURCE - Fall 2017 - 34

the pipeline

Exciting New
Information on
the GOAL Program!
T

he APGA Gas Overall Awareness
Level (GOAL) program was
established in 2006 to help utilities
measure the effectiveness of their public
awareness plans. This program utilizes
automated telephone surveys to give
members an efficient and cost-effective
way to analyze the gas safety knowledge
of the residents in a utility's affected
area. Recently, APGA has partnered
with Blue Otter Solutions to administer
these surveys, and both are currently
investigating ways to improve the
public's participation in the GOAL surveys
as well as innovative programs that
effectively educate the public on natural
gas safety, as required by the Office of
Pipeline Safety.
Recently, Blue Otter initiated a pilot
program in which two member utilities
participated in - Greer Commission of
Public Works - Greer, S.C., and Buford
City Gas in Buford, Ga. - to determine the
effectiveness of pre-recorded messages
supporting GOAL initiatives. One of the two
tests conducted was a GOAL pre-survey call
to test the effectiveness of sending prerecorded notifications informing the public

of the upcoming GOAL survey in order to
increase survey participation.
The working hypothesis was that
automated, pre-recorded messages
explaining the importance of
participating in the GOAL pre-survey
calls would increase survey participation
and completion rates. The pre-survey
notification was sent to both customers
and non-customers with a control for
each group receiving no pre-message
at all. A few days later, the GOAL
survey was delivered to all. Once the
results were analyzed, there were clear
indications that the pre-survey call made
a difference, especially with those who
heard the message on their voicemail
rather than live.
l Within the Customer group:
l The percentage of live answers
that started the survey (answered
question 1) increased by 2.7
percentage points overall.
Additionally, the response rate of
those who received the pre-survey
message via answering machine
was increased by 5 percentage
points over those who heard it live.

34 THE SOURCE | THE VOICE AND CHOICE OF PUBLIC GAS

Overall, the percentage of live
answers that completed the
entire survey increased by 3.78
percentage points, whereas those
who received the answering
machine message and then
completed the entire survey
increased by 7.6 percentage points.
l The percentage of all survey
participants who answered
question 1 and continued to
complete the entire survey
increased by almost 9 percentage
points, with those who received
the message via answering
machine increasing by almost 17
percentage points. In other words,
those hearing the pre-survey
message stuck with the survey,
fewer dropping out.
l Within the Non-Customer group:
l The percentage of live answers
that started the survey remained
about the same for both test
and control groups - a little
over .5 percentage point
difference. However, there was
a 3.5 percentage point increase
l



Table of Contents for the Digital Edition of THE SOURCE - Fall 2017

First Person
APGA Events
A Conversation with an APGA Member: Southeast Gas
Update on DOE’s Furnace Rule
The Second Annual NGV Road Rally
Levelized Cost of Energy (LCOE) and How it Affects the Direct-Use of Natural Gas
APGA Strategic Planning: What’s Next?
Growing Revenue Without Capital - Combined Heat and Power
APGA Endorses Leading Home Repair Provider
Legislative Outlook
The Pipeline
Marketing Matters
At Last
THE SOURCE - Fall 2017 - intro
THE SOURCE - Fall 2017 - ebelly1
THE SOURCE - Fall 2017 - ebelly2
THE SOURCE - Fall 2017 - cover1
THE SOURCE - Fall 2017 - cover2
THE SOURCE - Fall 2017 - 3
THE SOURCE - Fall 2017 - 4
THE SOURCE - Fall 2017 - 5
THE SOURCE - Fall 2017 - 6
THE SOURCE - Fall 2017 - 7
THE SOURCE - Fall 2017 - First Person
THE SOURCE - Fall 2017 - 9
THE SOURCE - Fall 2017 - APGA Events
THE SOURCE - Fall 2017 - 11
THE SOURCE - Fall 2017 - A Conversation with an APGA Member: Southeast Gas
THE SOURCE - Fall 2017 - 13
THE SOURCE - Fall 2017 - 14
THE SOURCE - Fall 2017 - 15
THE SOURCE - Fall 2017 - 16
THE SOURCE - Fall 2017 - Update on DOE’s Furnace Rule
THE SOURCE - Fall 2017 - The Second Annual NGV Road Rally
THE SOURCE - Fall 2017 - 19
THE SOURCE - Fall 2017 - Levelized Cost of Energy (LCOE) and How it Affects the Direct-Use of Natural Gas
THE SOURCE - Fall 2017 - 21
THE SOURCE - Fall 2017 - APGA Strategic Planning: What’s Next?
THE SOURCE - Fall 2017 - 23
THE SOURCE - Fall 2017 - 24
THE SOURCE - Fall 2017 - 25
THE SOURCE - Fall 2017 - Growing Revenue Without Capital - Combined Heat and Power
THE SOURCE - Fall 2017 - 27
THE SOURCE - Fall 2017 - APGA Endorses Leading Home Repair Provider
THE SOURCE - Fall 2017 - 29
THE SOURCE - Fall 2017 - Legislative Outlook
THE SOURCE - Fall 2017 - 31
THE SOURCE - Fall 2017 - 32
THE SOURCE - Fall 2017 - 33
THE SOURCE - Fall 2017 - The Pipeline
THE SOURCE - Fall 2017 - 35
THE SOURCE - Fall 2017 - Marketing Matters
THE SOURCE - Fall 2017 - 37
THE SOURCE - Fall 2017 - 38
THE SOURCE - Fall 2017 - 39
THE SOURCE - Fall 2017 - At Last
THE SOURCE - Fall 2017 - 41
THE SOURCE - Fall 2017 - 42
THE SOURCE - Fall 2017 - cover3
THE SOURCE - Fall 2017 - cover4
THE SOURCE - Fall 2017 - outsert1
THE SOURCE - Fall 2017 - outsert2
THE SOURCE - Fall 2017 - outsert3
THE SOURCE - Fall 2017 - outsert4
https://www.nxtbook.com/naylor/PGAQ/PGAQ0218
https://www.nxtbook.com/naylor/PGAQ/PGAQ0118
https://www.nxtbook.com/naylor/PGAQ/PGAQ0417
https://www.nxtbook.com/naylor/PGAQ/PGAQ0317
https://www.nxtbook.com/naylor/PGAQ/PGAQ0217
https://www.nxtbook.com/naylor/PGAQ/PGAQ0117
https://www.nxtbook.com/naylor/PGAQ/PGAQ0416
https://www.nxtbook.com/naylor/PGAQ/PGAQ0316
https://www.nxtbook.com/naylor/PGAQ/PGAQ0216
https://www.nxtbook.com/naylor/PGAQ/PGAQ0116
https://www.nxtbook.com/naylor/PGAQ/PGAQ0415
https://www.nxtbook.com/naylor/PGAQ/PGAQ0315
https://www.nxtbook.com/naylor/PGAQ/PGAQ0215
https://www.nxtbook.com/naylor/PGAQ/PGAQ0115
https://www.nxtbookmedia.com