ELECTRIC ENERGY | Spring 2020 - 22

Today, SRP not only relies on data to operate the electric grid and deliver
water, but the utility also uses data to serve its customers. Customers are
becoming more accustomed to using data to make decisions across many
areas of their lives, such as product reviews or "trending" hashtags. SRP is
able to provide valuable data to help its customers make decisions about
their energy usage each and every day.
With more customers utilizing automation and technology in their homes,
their energy use is increasing even when they are not home and often during
peak demand times. While automation and technology can help customers
manage data, they also can be a challenge for utilities who plan generation
and transmission needs years into the future based on forecasting customers' peak energy usage.
Technology advances so quickly it is difficult to forecast what and
how customers will be using it in their homes five or 10 years from now.
Throughout the year, utilities make daily decisions to ensure they can meet
peak demand, but the better they can forecast ahead, the easier it is to lock
in lower energy costs. For Arizona, peak demand is during the late afternoon
and evenings in summer months when air conditioners are working hardest
and our great solar resources are waning.

Simple data is used by customers who participate in our time-of-use
(TOU) rate programs, which SRP has offered to residential customers
since 1980. Price signals encourage customers to use more energy during off-peak hours and less during on-peak hours. By moving common
household energy use to off-peak hours, they can save money. Each
month, customers' TOU bills show how much they saved compared to
being on a general service plan. Using this data as positive reinforcement,
customers are motivated to continue their efforts to save money. Historical
data shows that SRP TOU customers save an annual average of nearly 5
percent over our basic plan.
This is just one way SRP can provide information to customers about
their usage and our rates, which assists them in making educated decisions.
Like the familiar saying, you can't manage what you don't measure. And
to be sure, a customer may choose to spend more on energy for a specific
reason, such as a birthday party occurring during peak hours, but they have
information before they make the decision.

SRP uses its Advanced Metering Infrastructure (AMI) to collect this customer data and display it back to them in a meaningful way. Currently, SRP
is deploying their second-generation smart meters, which are capable of
collecting interval energy use (kWh) and demand (kW). These data points,
coupled with daily uploads, allow SRP to provide its customers with an
extraordinary amount of information. The information will only be used if
it is simple to access and understand.
The SRP MyAccount is one way we have empowered our customers to
use data to save money. This online portal gives customers the ability to see
not only their bill history, but also how they use power on a daily basis. Often
this is the first time they have thought about what it means to run multiple
appliances at the same time or how much energy each appliance uses.
For solar customers, MyAccount provides even more data, giving them
information from both their billing and solar meters. The customer can

view total home energy use, solar generation and their net usage. This
allows a customer to monitor the timing and amount of solar generation,
and compare it to the timing and amount of their energy consumption.
SRP offers a choice of residential self-generation rates, including demand
rates, so the information provided helps support active customer management of their bills. Using this valuable data, customers can see when the
panels are generating the most energy and use their major appliances
during that time to absorb the solar generation. They can also see when
power demand is priced at higher rates based on their plan, motivating
them to avoid using those major appliances concurrently.
If a customer finds they are generating more energy than they use during certain hours, they can consider pre-cooling their home and setting
back the air conditioning during on-peak hours. For those on a demand
price plan, their demand data can help them know what to adjust at their
home. Further, customers can learn how clouds or rain might impact their
generation. Knowing how their systems' output can be affected, and that
their panels may not be generating as much on a particular day, they make
decisions based on that knowledge.

Our first solar price plan with a demand component was enacted in 2015,
and since then, SRP has reached out to its solar customers to educate them
on demand. Solar customers know that if they don't pay attention to their
peak usage and when they use the most energy, their bills will be impacted.
That's why providing and educating customers about the data is critical.
In addition to MyAccount, an internal team was created to reach out to
each solar customer and help them understand demand. SRP provided an
in-home consultation on how to prevent high demand costs. The team
would show customers how to access and utilize the data on MyAccount,
explain the concept of demand and talk about common use appliance loads.
An onsite tool called an Ecometer has been used at customers' homes
by the SRP team. This shows, in real time, how much demand a specific
appliance draws. The device syncs with the meter and a relay reads back
to the display screen every 30 seconds. With the help of this tool, customers can see in real time the whole home demand. This is a great teaching
tool, as you can turn on each appliance one at a time, such as a dryer, the
customer can immediately see the demand surge. It is a concrete number
that shows what the use of a particular appliance for an extended period
of time could cost them. This helps the customer understand the difference
between energy and demand and how to manage both.

Along with increasing the amount of data customers can access, SRP
has used incentives to encourage customers to employ additional equipment to help manage their energy spend. For the past four years, SRP has
incentivized demand management systems (DMS) and battery storage
systems for the past two years.
A DMS allows the customer to choose their own maximum demand,
and program which appliances and in what order, to shut down to shed
load if the home reaches the maximum demand. This method of demand
management allows a customer to be more passive but consistent in the
way they control demand costs. They can simply set it and forget it. Active
management would involve all occupants of the home, educating them
and having the discipline to monitor and manage the appliances.



Table of Contents for the Digital Edition of ELECTRIC ENERGY | Spring 2020

Letter from the 2019-2020 RMEL President
Letter from the Executive Director
RMEL Board of Directors
The Future of Customer Experience in the Energy Industry
Customer Experience and Target Segmentation for Utility Solutions
Data as a Tool for Utility Customers
Intelligence at the Edge: Addressing the New Challenges and New Opportunities of the Modern Grid
Tucson Electric Power Increases Customer Convenience with Personalized Tools
RMEL’s 117th Fall Executive Leadership and Management Convention is Heading to Denver
2020 Calendar of Events
Member Listings
Foundation Board of Directors List
Advertisers’ Index
ELECTRIC ENERGY | Spring 2020 - Intro
ELECTRIC ENERGY | Spring 2020 - bellyband1
ELECTRIC ENERGY | Spring 2020 - bellyband2
ELECTRIC ENERGY | Spring 2020 - cover1
ELECTRIC ENERGY | Spring 2020 - cover2
ELECTRIC ENERGY | Spring 2020 - 3
ELECTRIC ENERGY | Spring 2020 - 4
ELECTRIC ENERGY | Spring 2020 - 5
ELECTRIC ENERGY | Spring 2020 - Letter from the 2019-2020 RMEL President
ELECTRIC ENERGY | Spring 2020 - 7
ELECTRIC ENERGY | Spring 2020 - Letter from the Executive Director
ELECTRIC ENERGY | Spring 2020 - 9
ELECTRIC ENERGY | Spring 2020 - RMEL Board of Directors
ELECTRIC ENERGY | Spring 2020 - 11
ELECTRIC ENERGY | Spring 2020 - The Future of Customer Experience in the Energy Industry
ELECTRIC ENERGY | Spring 2020 - 13
ELECTRIC ENERGY | Spring 2020 - 14
ELECTRIC ENERGY | Spring 2020 - 15
ELECTRIC ENERGY | Spring 2020 - Customer Experience and Target Segmentation for Utility Solutions
ELECTRIC ENERGY | Spring 2020 - 17
ELECTRIC ENERGY | Spring 2020 - 18
ELECTRIC ENERGY | Spring 2020 - 19
ELECTRIC ENERGY | Spring 2020 - Data as a Tool for Utility Customers
ELECTRIC ENERGY | Spring 2020 - 21
ELECTRIC ENERGY | Spring 2020 - 22
ELECTRIC ENERGY | Spring 2020 - 23
ELECTRIC ENERGY | Spring 2020 - Intelligence at the Edge: Addressing the New Challenges and New Opportunities of the Modern Grid
ELECTRIC ENERGY | Spring 2020 - 25
ELECTRIC ENERGY | Spring 2020 - 26
ELECTRIC ENERGY | Spring 2020 - 27
ELECTRIC ENERGY | Spring 2020 - Tucson Electric Power Increases Customer Convenience with Personalized Tools
ELECTRIC ENERGY | Spring 2020 - 29
ELECTRIC ENERGY | Spring 2020 - 30
ELECTRIC ENERGY | Spring 2020 - 31
ELECTRIC ENERGY | Spring 2020 - RMEL’s 117th Fall Executive Leadership and Management Convention is Heading to Denver
ELECTRIC ENERGY | Spring 2020 - 33
ELECTRIC ENERGY | Spring 2020 - 34
ELECTRIC ENERGY | Spring 2020 - 2020 Calendar of Events
ELECTRIC ENERGY | Spring 2020 - Member Listings
ELECTRIC ENERGY | Spring 2020 - 37
ELECTRIC ENERGY | Spring 2020 - Advertisers’ Index
ELECTRIC ENERGY | Spring 2020 - cover3
ELECTRIC ENERGY | Spring 2020 - cover4