DOE recently announced the creation of a new working group to focus on customer engagement. The purpose of the working group is to develop a best practices guide in the following areas:

• Resource Planning
• Stakeholder Relations
• Regulatory Communications
• Research and Metrics
• Customer Advocacy
• IT and Technology
• Marketing Communications
• Finance

The presentation from the first conference call provides greater details about the important work planned to assist the industry with customer engagement. If you would like to lend your time and expertise, it is not too late to join. The first in-person meeting will be on November 29, 2012 in Washington, D.C. The project is expected to be completed in Spring 2013.

Why another working group? This excerpt from the first presentation explains:

• The Success of Smart Grid Lies in the Customer’s Hands:
  It is our belief that the overall success of smart grid depends on whether or not customers will take a more proactive role in managing their energy use.
• Both Utilities and Regulators Alike Are Looking for a Way to Measure the Success of Customer Education Programs:
  Today many utilities are in search of best practices around how to successfully engage the customer. Similarly, regulators are looking for a way to measure successful customer education initiatives.
• Developing a Model Will Help Solve These Current Market Challenges:
  Our goal is to develop a best practices model around smart grid customer education and engagement, with a focus on how utilities can effectively communicate the deployment and benefits of Advanced Metering Infrastructure (AMI).

The project is managed by SmartEnergy IP.