Home Energy Services (HES): Renter & Moderate Income Offer Updates. Katelyn Mazuera & Cheryl Harrington Eversource Energy November 16, 2016

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1 Home Energy Services (HES): Renter & Moderate Income Offer Updates Katelyn Mazuera & Cheryl Harrington Eversource Energy November 16, 2016

2 Agenda Overview of new HES Offers Renter Offer Moderate Income Offer Evaluation Plans Performance Updates Preliminary Lessons Learned & Challenges Marketing & Outreach 2

Two New HES Offers The Program Administrators are proud to have begun the

serve our customers with energy savings 2016 2018 MA Energy Efficiency

launched April 1, 2016* Renter Offer Moderate Income Offer *Cape Light

3 Two New HES Offers The Program Administrators are proud to have begun the year with a variety of new and continuing enhanced incentives to better serve our customers with energy savings MA Energy Efficiency Plan approved on January 28, 2016 Renter and Moderate Income Offer launched April 1, 2016* Renter Offer Moderate Income Offer *Cape Light Compact has been offering Moderate Income and Renter offers since 2007 and 2010 respectively 3

4 Renter Offer Dedicated visit serving the specific energy efficiency needs of customers who rent Efficient Lighting $400 Washer Rebate Water Saving Devices Visual Insulation Inspection Smart strips Program Offers Brochure Efficient Thermostats Customized Report $200 Refrigerator Rebate Landlord Follow Up HES Enhanced Incentive 4

5 Renter Assessment Materials 5

6 Renter Report 6

7 Landlord Involvement Collection of Landlord contact information at intake and/or visit (if available) Landlord collateral provided to the renter where Wx opportunity exists Landlord specific outreach (e.g. follow-up ) 7

8 Moderate Income Offer Designed to serve those customers 61-80% of the household state median income with enhanced incentives to encourage them to implement energy savings measures Efficient Lighting No Cost Air Sealing Water Saving Devices 90% Up to $3,000 Insulation Smart strips $400 Washer Rebate Efficient Thermostats Customized Report $200 Refrigerator Rebate Enhanced/New HES Incentive No Cost Income Verification 8

9 Moderate Income Process 1. Standard Home Energy Assessment provided 2. If weatherization is recommended, customer is informed about the Moderate Income offers 3. If interested, the customer can choose to move forward with income verification 9

one of the 22 Community Action Program (CAP) Agency locations throughout

10 Income Verification Locations Income verification is offered at no-cost to the customer Verification can be conducted over the phone, or in person at one of the 22 Community Action Program (CAP) Agency locations throughout the state Provides complete continuity with the income eligible program 10

11 Evaluation Updates

12 Renter & Moderate Income Evaluation New Offers will be evaluated as part of broader HES Process Evaluation HES Process Evaluation is underway and is estimated to be completed by August 2017 Evaluation Questions: Are the new offers effective at encouraging moderate income and renters/landlords to install recommended measures? Do the key performance indicators (KPIs) demonstrate success of the moderate income and renter offers? 12

13 Performance Updates

14 Renter Aggregated Results April through September 2016 KPI Number of renter visits provided (by account) Number of full HEAs provided to landlords (by account) Number of whole building incentives completed/processed for rental units Total 433 1, Rental Visit by Building Type unit 2 units 3 units 4 units Rental Visit by Heating Type Electric Oil Propane Natural Gas Percent of renter visits that convert to a full HEA with a landlord 1.4% Percent of full HEAs with landlord that result in Wx jobs Ave. # of ISMs installed per rental visit Number of enhanced renter rebates processed Ave measures other than whole building incentives provided to landlords (e.g. air sealing) per full landlord HEA 17% 14.8 Refrigerator 22 Clothes Washer Whole Building Incentives by Building Type unit 2 units 3 units 4 units # of Rental Units Getting Wx by Heating Type Electric Oil Propane Natural Gas 14

15 Moderate Income Aggregated Results April through September 2016 KPI Number of approved moderate income applicants Percent of approved moderate income applicants that result in Wx jobs Ave. ISM installation per approved moderate income household Number of approved enhanced moderate income rebates processed Total 76 61% Refrigerator: 0 Clothes Washer: 0 # of Approved Moderate Income Applicants by Heating Fuel Electric Oil Propane Natural Gas Other # of Approved Moderate Income Wx Incentives by Heating Fuel 1 Electric Oil Propane Natural Gas Other 1 15

16 Preliminary Lessons Learned & Challenges

17 Lessons Learned & Challenges Renter Majority of renter visits include landlord participation Inherent barrier of renters lack of understanding of the value and/or their eligibility for HES due to non-ownership Endeavoring to change this perception via targeted outreach and marketing Moderate Income CAP Agencies are not able to provide the PAs with customer specific information due to LIHEAP regulations CAP agencies are verbally referring non qualified low income customers to Mass Save PAs are working with the CAPs to provide outreach and program information to non qualified low income customers 17

18 Marketing Activities

19 Marketing Overview PAs are implementing a mix of marketing tactics including: direct mail, , digital ads, social media, website enhancements, and events National Grid has recently implemented direct mail & digital targeted marketing efforts Eversource plans to implement & digital targeted marketing efforts in the Q /Q time frame 19

20 Statewide Social Media 20

21 Renter/Landlord Landing Pages Renter Landlord 21

22 Moderate Income Landing Page 22

23 National Grid Marketing Direct Mail 25,000 Renter customers Mailed 9/1/16 75,000 Moderate Income customers Mailed 8/18/16 Selected customers that indicated a channel preference for direct mail Online Banner Ads Converted mail addresses into IP addresses Ran from 8/29/16 10/23/16 23

24 Eversource Marketing Over 71,000 Renter customers Over 86,000 Moderate Income customers Target Launch Date: Q /Q Online Banner Ads Converted mail addresses into IP addresses Estimated timing: Q /Q weeks 24

25 Thank You! Andrea Matthews Residential Program Manager Berkshire Gas Phil Moffitt Manager, Residential Programs Cape Light Compact Leah Berger Manager, Residential Programs Columbia Gas of Massachusetts Cheryl Harrington Residential Program Manager Eversource Katelyn Mazuera Residential Program Manager Eversource Stephanie Terach Residential Program Manager Liberty Utilities Greg Krantz Residential Program Manager National Grid Laurie Acone Residential Program Manager National Grid Derek Kimball Residential Program Manager Unitil 25

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