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BEFORE THE ARKANSAS PUBLIC SERVICE COMMISSION
IN THE MATTER OF ENTERGY ) ARKANSAS, INC.’S APPLICATION FOR ) AN ORDER FINDING THE DEPLOYMENT ) DOCKET NO. 16-060-U OF ADVANCED METERING ) INFRASTRUCTURE TO BE IN THE ) PUBLIC INTEREST AND EXEMPTION ) FROM CERTAIN APPLICABLE RULES
JOINT MOTION TO APPROVE ADVANCED METERING INFRASTRUCTURE CUSTOMER EDUCATION PLAN FOR ENTERGY ARKANSAS, INC.
Come now Entergy Arkansas, Inc. (“EAI” or the “Company”); the General
Staff (“Staff”) of the Arkansas Public Service Commission (“APSC” or the
“Commission”); and the Consumer Utilities Rate Advocacy Division of the
Attorney General’s Office (“AG”) (hereinafter collectively, the “Settling Parties”),
and for their Joint Motion (“Joint Motion”) to Approve the Advanced Metering
Infrastructure Customer Education Plan for Entergy Arkansas, Inc. (“Customer
Education Plan”) state as follows:
1. On August 11, 2017, the Settling Parties filed a Joint Motion to
Approve Settlement Agreement (the “Agreement”) to inform the Commission that
they had reached agreement on all issues in Docket No. 16-060-U. The
Agreement set forth various commitments made by the Company pursuant to
which Staff and the AG support that EAI’s deployment of Advanced Metering
Infrastructure (“AMI”) is in the public interest.
2. On October 30, 2017, the Commission issued Order No. 8 finding
that the Agreement and EAI’s deployment of AMI are in the public interest. The
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Commission noted the various commitments of the Settling Parties to work
cooperatively toward the completion of their collaborative work.1 In working
toward the goals set forth in the Agreement, and consistent with the Joint Motion
to Approve Select Pre-Deployment Customer Education Materials approved by
the Commission in Order No. 10 on August 20, 2018, the Settling Parties submit
this Joint Motion seeking approval of the comprehensive Customer Education
Plan.
3. Section 2(C) of the Agreement regarding the Customer Education
Plan provides that the Settling Parties will work cooperatively to further develop a
comprehensive Customer Education Plan, based on the proposed Customer
Education Plan in EAI Direct Exhibit ODW-1. The Customer Education Plan
development will include metrics to evaluate the effectiveness of the Customer
Education Plan and customers’ response to AMI in accordance with Section
2(L)(iv) herein. EAI will work with the Settling Parties to further refine the
proposed Customer Education Plan and submit an updated plan for review by
the other Settling Parties. As set forth in the Direct Testimony of
Oscar D. Washington including EAI Direct Exhibit ODW-1, EAI proposes
development of a multi-phased comprehensive education plan.
The Customer Education Plan will:
1. Specifically describe the specific activities and interactions with
the utility that will be enabled by the implementation of the AMI
meters.
2. Describe the efforts the Company will take to educate its customers
1 Order No. 8 at 110-111
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about the options they will have to obtain additional information and acquire
additional services that are enabled by the deployment of AMI meters.
4. The work on the plan has been substantial. Over the past year, the
Settling Parties have worked collaboratively to develop a robust plan to educate customers on the Company’s upcoming deployment of AMI such that customers may take advantage of the benefits provided by AMI.
5. The Customer Education Plan incorporates the Select Pre-
Deployment Customer Education Materials approved by this Commission in
Order No. 10. However, within the FAQs, EAI has now incorporated questions related to its privacy policy.
6. The Customer Education Plan generally explains the Company’s approach to reaching its diverse customer base including low income customers, non-computer users, and non-English speaking customers. Additionally, the plan lays out the Company’s approach to phased messaging for customers. The
Company will educate customers in the following four phases: (1) pre- deployment; (2) meter deployment and individual activation of online energy management information and tools (3) energy management information and tools available to all customers; and (4) ongoing engagement.
7. As more fully set forth in the Customer Education Plan, the first phase, pre-deployment, will focus on the materials already approved by the
Commission in Order No. 10, which explain to customers generally what to expect with the AMI deployment as well as respond to anticipated frequently asked questions. The next two phases focus on what customers should expect when their meter is replaced, and the features and benefits of the web portal.
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The fourth phase is focused on ongoing education of energy management tools
and how to use the web portal. Throughout the phases, the Company will be
evaluating customer reaction and adjusting our approach as needed.
8. The Company will communicate with and educate customers in a variety of ways including through the web portal, bill inserts, direct mail, door hangers, email, employee education, installer cards, letters, media relations, paid media, predictive dialing, social media, stakeholder and community outreach, text messaging, and videos. The Customer Education Plan describes how each of these methods of communication will be utilized in educating customers. The
Customer Education Plan also includes a high level budget, and as a highly sensitive protected attachment, a detailed budget.
9. Based on the foregoing and by this Joint Motion, the Settling
Parties are seeking the Commission’s approval of the comprehensive Customer
Education Plan, which they respectfully submit was developed consistent with their obligations under the Agreement.
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WHEREFORE, the Settling Parties respectfully request that the
Commission find the attached Customer Education Plan to be in the public interest and consistent with the Settling Parties’ obligations under the Agreement and grant all other necessary and proper relief.
Respectfully submitted, ENTERGY ARKANSAS, INC.
By: /s/ Kimberly K. Bennett Kimberly K. Bennett ABN: 95185 Assistant General Counsel
Matthew R. Suffern ABN: 201002 Assistant General Counsel
Jana K. Law ABN: 2011142 Senior Counsel
Entergy Services, Inc. P. O. Box 551 Little Rock, Arkansas 72203 Telephone: (501) 377-5715
ATTORNEYS FOR ENTERGY ARKANSAS, INC.
GENERAL STAFF OF THE ARKANSAS PUBLIC SERVICE COMMISSION
By: _/s/ Bridgette M. Frazier Bridgette M. Frazier ABN: 99-036 Staff Attorney 1000 Center Street P.O. Box 400 Little Rock, Arkansas 72203 (501) 682-5816
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LESLIE RUTLEDGE ATTORNEY GENERAL
By: _ /s/ M. Shawn McMurray Shawn McMurray ABN: 92250 Assistant Attorney General 323 Center Street, Suite 200 Little Rock, Arkansas 72201 (501) 682-1053
Sarah P. Tacker ABN: 2002189 Sr. Assistant Attorney General 323 Center Street, Suite 200 Little Rock, Arkansas 72201
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CERTIFICATE OF SERVICE
I, Kimberly K. Bennett, do hereby certify that a copy of the foregoing has been served upon all parties of record by forwarding the same by electronic mail and/or first class mail, postage prepaid, this 28th day of September, 2018.
/s/ Kimberly K. Bennett Kimberly K. Bennett
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BEFORE THE ARKANSAS PUBLIC SERVICE COMMISSION
IN THE MATTER OF ENTERGY ) ARKANSAS, INC.’S APPLICATION FOR ) AN ORDER FINDING THE DEPLOYMENT ) OF ADVANCED METERING ) DOCKET NO. 16-060-U INFRASTRUCTURE TO BE IN THE ) PUBLIC INTEREST AND EXEMPTION ) FROM CERTAIN APPLICABLE RULES
JOINT MOTION EXHIBIT 1
AMI COMPREHENSIVE CUSTOMER EDUCATION PLAN
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Advanced Metering Infrastructure (AMI) Customer Education Plan for Entergy Arkansas, Inc.
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TABLE OF CONTENTS
INTRODUCTION Primary Goal 4 Objectives 4 Purpose and Content 4 Commitment to Customers 5 Plan Components 5
STRATEGY & APPROACH Best Practices & Lessons Learned 6 Flexibility 7 Audiences 7 Multi-Channel 14 Phased Implementation 14
IMPLEMENTATION PLAN Tactics by Phase 16 Milestones & Key Messaging 17
PHASED MESSAGING Phase I 19 Phase II 22 Phase III 25 Phase IV 28
TIMING Program Timeline 29 120-day Timeline 31 Customer Education Timeline 32
RESEARCH & METRICS Performed Research: Insights 34 Customer Research Applications 38 Understanding Customers: The Role of Qualitative Market Research 38 Measuring Success: Introduction to Tracking Surveys 38 Segmentation 39 Proposed Research Plan 40 Metrics 41
ESCALATION PLAN 43
BUDGET 47
APPENDIX Appendix A: Utility Interviews 48 Appendix B: Sample Materials 52 Appendix C: Stakeholder and Community Outreach, Media 67 Appendix D: Attached Timelines 80 10 2 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 3 of 82
INTRODUCTION
Entergy Arkansas, Inc. (“Entergy Arkansas”) serves approximately 702,000 customers in 63 counties. These counties include: Arkansas, Ashley, Baxter, Boone, Bradley, Calhoun, Carroll, Chicot, Clark, Clay, Cleburne, Cleveland, Columbia, Conway, Craighead, Crittenden, Cross, Dallas, Desha, Drew, Faulkner, Fulton, Garland, Grant, Greene, Hot Spring, Independence, Izard, Jackson, Jefferson, Lafayette, Lawrence, Lee, Lincoln, Logan, Lonoke, Marion, Miller, Mississippi, Monroe, Montgomery, Nevada, Newton, Ouachita, Perry, Phillips, Pike, Poinsett, Pope, Prairie, Pulaski, Randolph, Saline, Scott, Searcy, Sharp, St. Francis, Stone, Union, Van Buren, White, Woodruff and Yell.
As part of its ongoing commitment to providing reliable, safe and affordable electric service, Entergy Arkansas is planning to deploy a full-scale Advanced Metering Infrastructure (“AMI”) across the area it serves. As part of this effort, Entergy Arkansas will replace almost all existing electric meters with new advanced meters in conjunction with an upgrade to its communications system to allow for two- way communications between the utility and the meter. AMI will also allow Entergy Arkansas to implement its meter reading and collections activities more efficiently and to introduce new online energy information and management tools for customers.
The new technology will offer a number of important benefits to customers including but not limited to:
• More efficient and less expensive operational activities associated with meter reading, connection and disconnection of service, detection of theft of service and eliminated estimated bills; • New interval usage data from advanced meters, enabling online energy information resources to help customers better understand and manage energy use and take actions that can potentially lower their bills; • New interval usage data from advanced meters, enabling notification alerts that will let customers know they are approaching their monthly budget goals; • Improved customer service due to more timely and detailed energy usage data, helping to address customer concerns and understanding of their bills and how to avoid estimated bills and determine appropriate conservation and efficiency program eligibility, where applicable; • Improved information, allowing Entergy Arkansas to detect and plan for more efficient restoration of service in widespread power outages; and • The foundation for the development of new customer options in the future that will make use of the interval usage data.
Because Entergy Arkansas has the benefit of following a number of utilities that have successfully deployed AMI, the company has the opportunity to learn from industry best practices and combine those elements with specific needs of Arkansas customers. Entergy Arkansas has developed this education plan to ensure that its customers are educated about the benefits of AMI and understand how to take advantage of new tools and technologies that will be made available as a result of the AMI investment.
This plan offers a multi-phase design that will ensure customers receive information that corresponds with the appropriate phase of the broader meter deployment, as follows: 11 3 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 4 of 82
• Phase I – Pre-Deployment • Phase II – Meter Deployment and Individual Activation of Online Energy Management Information and Tools • Phase III – Energy Management Information and Tools Available to All Customers • Phase IV – Ongoing Education and Engagement
Primary Goal Entergy Arkansas’ goal is to successfully plan and implement a comprehensive and robust integrated advanced metering internal and external communications and education program. The program will be multi-faceted and effective, yet cost-efficient and measurable. Objectives
· Embrace AMI best practices and lessons learned in the electric utility industry. · Successfully educate and train employees in AMI implementation processes prior to customer outreach. · Engage multiple stakeholders. · Effectively communicate accurate and timely information regarding the AMI implementation process to all appropriate parties including, but not limited to media, public officials, consumer advocates, and customers. · Successfully answer the question “why do I need this meter?” without overpromising the benefits of AMI to customers and stakeholders. · Manage customer expectations. · Anticipate reactions of customers to AMI in order to proactively address questions and concerns. Purpose and Content Entergy Arkansas’ abovementioned four phases of customer education efforts can be categorized as pre-deployment or post-deployment.
Pre-Deployment Education Following the 2017 approval from the Arkansas Public Service Commission (“APSC” or “Commission”), but prior to meter deployment, Entergy Arkansas’ pre-deployment education will inform customers not only that they will be receiving an advanced meter, but also outline customer benefits that the Commission relied upon to approve this investment. This type of communication will continue through the meter installation process. The communications will be distributed to both residential and commercial customers. Entergy Arkansas will also inform residential customers about the steps for opting out of an advanced meter, along with associated costs, about three months prior to their individual meter installation.
Post-Deployment Ongoing Energy Management Education Once a customer’s new AMI meter is activated and their online energy management tools become available, Entergy Arkansas will roll out comprehensive details designed to educate those customers on where and how to use the new online tools that may allow customers to take steps to reduce their usage and overall electric bill.
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Commitment to Customers Entergy Arkansas is committed to investing in cost-effective technology, in order to provide solutions and value to the evolving needs of its customers, and ensuring that essential electric service is affordable and available to all customers under reasonable terms and conditions. Plan Components
This plan includes the following seven key sections:
1) STRATEGY & APPROACH 2) IMPLEMENTATION PLAN 3) PHASED MESSAGING 4) TIMING 5) RESEARCH & METRICS 6) ESCALATION PLAN 7) BUDGET
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1) STRATEGY & APPROACH
Best Practices & Lessons Learned
A great deal of industry research went into the development of this plan. Entergy Arkansas’ deployment of AMI follows a number of AMI deployments allowing us to take advantage of the lessons learned by other utilities. A significant amount of primary and secondary industry research was conducted, including extensive interviews with other utilities that have successfully deployed AMI and seeking insight from established third-party industry resources.1 Entergy Arkansas interviewed nine utilities who have already deployed AMI in order to gain lessons learned from their collective experience surrounding customer education. Details garnered from each utility can be found in APPENDIX A of this plan. This plan leverages best practices from successful deployments and blends those best practices with a strong and current understanding of Entergy Arkansas customers.
Entergy Arkansas conducted interviews with the following AMI-deployed utilities:
• American Electric Power Ohio • Baltimore Gas & Electric • CenterPoint Energy • Commonwealth Edison • Florida Power & Light • Memphis Light, Gas and Water • Oklahoma Gas & Electric • Pacific Gas & Electric • Pepco Holdings Inc.
Some of the key best practices identified from the interviews and industry research, which helped guide the development of this plan, are summarized below:
• Customer satisfaction is critical to the overall success of AMI. Ensuring a customer education plan engages and informs customers throughout all phases of the project will expand customer engagement and reinforce the benefits offered by AMI, as well as help mitigate negative responses to deployment. As a result of this learning, Entergy Arkansas segmented the customer education plan into four phases, ensuring customers begin to receive information about advanced metering from pre-deployment through completion of the project. • Employees have an important role in educating customers on what AMI is and how it adds value to customers’ lives. Entergy Arkansas employees began receiving information about AMI at the onset of the project – through project team updates, internal articles/newsletters, distributed collateral and more. This effort will remain active throughout the length of the program, ensuring all types of employee groups are reached – from office workers to field employees. • Education initiatives should be conducted in phases that are aligned with the deployment schedule, rather than attempting a one-time education effort. As is outlined in this plan,
1 Department of Energy’s Voices of Experience, Smart Energy Consumer Collaborative’s State of the Consumer and Communications Toolkit, Edison Electric Institute’s Smart Meters and Smart Meter Systems: A Metering Industry Perspective, and Institute for Electric Innovation’s Electric Company Smart Meter Deployments: Foundation for a 14 Smart Grid. 6 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 7 of 82
the customer education timeline captures both broad scale (alerting all Entergy Arkansas customers of the AMI program) and targeted, rolling (alerting Entergy Arkansas customers about to receive their advanced meters) efforts. All outreach is timed around the deployment schedule – from pre-deployment broad scale in Phase 1 to pre-install targeted in Phase II and beyond. • A successful education plan requires a comprehensive approach using multiple communication tools to reach all segments of the customer base. We know reaching all Entergy Arkansas customers requires diverse and wide-ranging outreach. As identified by Smart Energy Consumer Collaborative in their 2018 State of the Consumer report, it is an “all of the above” channel strategy, which we’ve termed within as the company’s multi-channel approach. Messaging and materials will be prepared following this strategy, for example community outreach, direct mail, email, social media, texting and more. • The education plan should use customer research conducted throughout the entire project in order to gauge and track the effectiveness of educational materials. Materials should be revised as needed based on customer feedback throughout the various phases of the project. In 2016, Arkansas focus groups evaluated foundational messaging and sample materials. Feedback was incorporated, for example some customers indicated a preference for the detailed letter and frequently asked questions over receiving a direct mail piece, because of the depth of information provided. Qualitative, along with regular quantitative research, will be a continuous priority measuring not only reactions to materials but also tracking sentiment and awareness of AMI.
Flexibility
One critical best practice is to ensure the customer education plan remains flexible in order to address customer feedback and adapt to changes in the AMI deployment. Should the deployment encounter unexpected challenges, Entergy Arkansas will be prepared to make adjustments to customer communications as needed during the project. For that reason, this plan is primarily a guide for communications, not a blueprint. Customer education must be living and fluid, and have the ability to adapt as situations materialize. The foundational goals and objectives contained in this plan, however, will remain consistent with those articulated.
A miscellaneous line item, titled Flex Fund, will be included in the budget to reflect the need to put dollars aside to supplement customer education efforts that require specific attention, as they arise.
Audiences
Residential While this plan focuses heavily on the customer base, it was designed to meet the needs of all audiences – employees, communities, stakeholders, and customers. As stated above and as learned through gathering best practices, Entergy Arkansas is committed to providing useful information to all customers and recognizes that education efforts must reach all customer audience segments in order to be successful.
According to the U.S. Census Bureau, the following Arkansas data was used to better understand the general state population: • Population: 3,004,279 residents (July 2017) • Age and Sex: 15 7 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 8 of 82
o Persons under 18 years, percent = 23.50% o Persons 65 years and over, percent = 16.60% o Female persons, percent = 50.90% • Race and Origin: o White alone, percent = 79.30% o Black or African American alone, percent = 15.70% o American Indian and Alaska Native alone, percent = 1.00% o Asian alone, percent = 1.60% o Native Hawaiian and Other Pacific Islander alone, percent = 0.30% o Hispanic or Latino, percent = 7.60% • Housing, Families and Living Arrangements: o Housing units = 1,370,111 (July 2017) o Owner-occupied housing unit rate, 2012-2016 = 65.70% o Median value of owner-occupied housing units, 2012-2016 = $114,700 o Living in same house 1 year ago, percent of persons age 1 year+, 2012-2016 = 84.20% o Language other than English spoken at home, percent of persons age 5 years+, 2012-2016 = 7.10% • Education: o High school graduate or higher, percent of persons age 25 years+, 2012-2016 = 85.20% o Bachelor's degree or higher, percent of persons age 25 years+, 2012-2016 = 21.50% • Income and Poverty: o Median household income (in 2016 dollars), 2012-2016 = $42,336 o Persons in poverty, percent = 17.20%
World Population Review listed Arkansas population by county. Out of the 75 counties throughout the state, the top 10 account for more than half of the total population:
1. Pulaski = 393,956 2. Benton = 266,300 3. Washington = 231,996 4. Sebastian = 128,107 5. Faulkner = 123,654 6. Saline = 119,323 7. Craighead = 107,115 8. Garland = 98,658 9. White = 79,016 10. Lonoke = 72,898
Of the counties that Entergy Arkansas serves, the percentage of population by county (compared to the total state population) include the following:
1. Pulaski = 13% 2. Faulkner = 4% 3. Saline = 4% 4. Craighead = 4% 5. Garland = 3% 16 8 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 9 of 82
6. White = 3% 7. Lonoke = 2% 8. Jefferson = 2% 9. Pope = 2% 10. Crittenden = 2%
Entergy Arkansas Customers: The company has unique insight into customers and broadly categorizes them into two main groups: “Opportunity to Engage” and “High Engagement.” • Opportunity to Engage: o Represents 76% of customer base. o These are customers with good payment history and little or no credit issues. o Most do not call the contact center. o Tend to be less engaged with options offered by the Company. o More likely to enroll in Draw Draft. • High Engagement: o Represents 24% of customer base. o Lower income customers who more frequently seek financial assistance. o Call more often. o Delinquent payers who are more likely to experience disconnects. o Higher engagement in options offered by the Company. o More likely to enroll in Level Billing and SMS/text alerts.
The above customer segments guide how and what we communicate to customers in our standard operating practices, and specific to AMI will also further shape the customer education approach in terms of channel and messaging. An example may be in knowing that those customers who are High Engagement are more likely to engage in options offered by the Company, therefore when new options resulting from advanced metering are developed there’s a high possibility they will be interested.
Within the above stated broad customer segments, there are specific customer groups to further consider. Understanding that some customers will need specific or additional education to help them take advantage of the benefits offered by advanced meters, Entergy Arkansas plans to assist these special interest groups, including but not limited to the following subsets and ways:
• Low income customers o Secondary research: § The percent of population in Arkansas at the federal poverty level is 17.2% out of a population of three million, which indicates more than 516,000 people are at 150% of the federal poverty level. § In 2016, Pew Research Center reported the following on low income Americans who have the following (in terms of technology): · 64% have a smartphone · 56% have a desktop or laptop · 53% have home broadband · 32% have a tablet · 17% said they have all of the above § According to the 2016 conducted by Pew Research Center, there was a jump that occurred from 2013 to 2016 of those that have a smartphone, but 17 9 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 10 of 82
no internet at home (from 12% to 20%); indicating a rise in internet users across low income communities, where access to internet is gained outside of their home (like libraries, retail stores, etc.). o Customer education efforts: § Research: To ensure Entergy Arkansas captures input from customers across various segments, research is conducted by phone and web. Phone surveys conducted capture results from those customers who may not have access to the internet. More details are included in the RESEARCH & METRICS section in this plan. § Digital: For those low income customers reachable on digital platforms, they will receive information via our website and emails. § Direct mail: For those low income customers who do not subscribe to the company’s digital channels, they will be mailed information. § Community outreach: New opportunities will be created to reach low income organizations, for example (see full list in APPENDIX C): · Entergy Arkansas’ annual Low Income Summit, which is expected to draw 150 leaders of approximately 30 low income organizations in Arkansas. · Entergy Arkansas’ annual Super Tax Day, in which the company provides free federal tax filings aimed at helping customers who qualify for the Earned Income Tax Credit. Representatives will be onsite and have informational AMI-related materials to share. • Non-computer users and/or senior citizens o Primary research: § The Company has surveyed customers (outside of the AMI-related customer surveys) about their internet access. § From 2012-18, averaged results show that 75% of Arkansas customers have internet access. § Of those who responded yes to having internet access, 61% access the internet from a tablet or smart phone. § Of those who responded yes to having internet access, 63% access the internet from a personal computer. o Secondary research: § According to Pew Research Center in a report published in 2017, four in 10 seniors own smartphones, more than double the share that did so in 2013. § Pew reports: As is true of the general public, internet and broadband adoption among older adults varies substantially across a number of demographic factors – most notably age, household income and educational attainment (see graph 1 below).
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Graph 1: Tech Adoption Climbs Among Older Adults2
§ A separate Pew Research Center survey conducted in 2016 indicated that adults over 65 are less confident when using electronic devices. § The same study found approximately “three-quarters of older internet users go online at least daily, including 17% who say they go online about once a day, 51% who indicate they do so several times a day and 8% who say they use the internet almost constantly. Among older adults who own smartphones, this figure is even higher: 76% of these smartphone-owning older adults use the internet several times a day or more.” See graph 2 below.
2 Graph 1 source: “Tech Adoption Climbs Among Older Adults.” Pew Research Center, Washington, D.C. (May 17, 19 2017) pewinternet.org. 11 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 12 of 82
Graph 2: Tech Adoption Climbs Among Older Adults3
o Customer education efforts: § Research: To ensure Entergy Arkansas captures input from customers across various segments, research is conducted by phone and email. Phone surveys conducted capture results from those customers who may not have access to the internet. In addition, in-person focus groups conducted in 2017 included representation from this population. Future research will do the same.4 § Digital: For those senior customers reachable on digital platforms, they will receive information via our website and emails. § Printed materials: During installation, advanced meter installers will distribute door hangers to each customer visited, whether a successful installation or not. § Direct mail: While we understand the number of older adults that are digitally engaged is growing, those customers who do not choose to receive electronic notifications from Entergy Arkansas will be sent direct mail mailed to their homes or businesses throughout the multi-year deployment. § Community outreach: Key community-based groups will be identified and sent information on advanced metering (see full list in APPENDIX C). • Non-English speaking customers o Secondary research: As indicated above, the U.S. Census Bureau reported 7.10% of Arkansas residents speak a language other than English at home. o Customer education efforts: § Resources: · Materials made available for Spanish-speaking customers. · 1-800-ENTERGYoffers a Spanish-spoken prompt.
3 Graph 2 source: “Tech Adoption Climbs Among Older Adults.” Pew Research Center, Washington, D.C. (May 17, 2017) pewinternet.org. 4 For additional details surrounding the 2016 and 2018 customer surveys conducted by Entergy Arkansas, see Section 20 5, RESEARCH & METRICS. 12 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 13 of 82
· Entergy Arkansas’ installation contractor’s phone service offers over two hundred language options. · Installers will have a pictorial overview that will serve as a visual display to help show customers what will happen during their meter exchange. This aide will serve as an added resource. § Media relations: Spanish language media outlets will be sent information (full media list in APPENDIX C). § Community outreach: Key community-based groups will be identified and sent information on advanced metering (see full list in APPENDIX C). • Hearing/visual impaired o Secondary research: In a study conducted by the U.S. Census, results for 2016 indicated approximately 3.4 percent of the total state’s population accounted for those with a prevalence of vision difficulty. In the 2016 Cornell University Disability Status Report, 4.9 percent of Arkansas’ population was identified as hearing impaired. o Customer education efforts: § Resources: · Entergy Arkansas directs customers to third-party resources via the AMI website, entergyarkansas.com and when phoning the contact center. · Examples of tools offered through such a service are: onscreen keyboard, mouse alternatives, text and image zooming, visual click assist, text-to-speech and voice recognition. o There is software that is available for download via a desktop computer or mobile device. o The software also contains language options. · Installers will have a pictorial overview that will serve as a visual display to help show customers what will happen during their meter exchange. This aide will serve as an added resource. § Website: When placing video or images on Entergy Arkansas’ website, tagging with key words and a detailed description allows for automated services to relay this level of information automatically. § Videos: Subtitles will be added to videos shared with customers to account for those who are hearing impaired. Videos will also contain voice overs that speak the script. § Community outreach: Key community-based groups will be identified and sent information on advanced metering (see full list in APPENDIX C).
Non-residential When appropriate, Entergy Arkansas will include special messaging aimed at these audiences in educational pieces, letting these audiences know that further information is available.
The installation process for residential, commercial and industrial customers will differ, which is due not only to the differences in the meter types for these customers but also due to potential for impacts from brief outages to commercial and industrial customers. In addition, because the process of installing commercial and industrial meters is likely to be different and require a level of scheduling that is not necessary for residential customers, communications during the deployment period will need to be customized to include those considerations. 21 13 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 14 of 82
Implementation of this plan will include segmented messages and materials for each group of customers, whether they are residential, commercial or industrial. It is worth noting, however, that large commercial or industrial customers will be handled closely through Entergy Arkansas’ industrial accounts team and the education will fall primarily in their hands. For that reason, this plan will not go into detail around customer education for large commercial and industrial customers, but rather will focus on customers who will not have this manner of communication.
Multi-Channel
This plan is based on a multi-channel approach with the understanding that individuals prefer to receive and consume information differently. As described above and identified by Smart Energy Consumer Collaborative in their 2018 State of the Consumer report, it is an “all of the above” channel strategy. As illustrated below, Entergy Arkansas’ approach is one that is grounded in placing the individual customer at the center and distributing communications that resonate with that person. Creating the right mix of tactics will depend upon how much we know about customers, for example, if their preference is to receive emails over printed materials, Entergy Arkansas will communicate in that way - in addition to looking at customer segmentation, best practices, secondary and primary research. The company will create communications for each of the channels used, and will leverage all of its owned channels and produce materials both digitally and in print.
Phased Implementation
This education plan identifies important milestones in AMI deployment, and it breaks down the communications channels, messages and strategies by phase, as deemed a priority though learned best practices and third-party resources. A key advantage of this phased approach is that customers can effectively absorb each message in due time and build upon what they have learned in an evolutionary style—for a long-term and sustainable understanding of AMI benefits. For example, messages will differ for those customers who have received their meter versus those who have not. These tactics are supported by Entergy Arkansas’ research around industry best practices and offer a multi-channel approach to reaching all customers segments.
22 14 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 15 of 82
The customer education phases identified in this plan are:
Table 1: Phased Implementation
PHASE I PHASE II PHASE III PHASE IV 2016-18 2019-21 Late 2021 2022 and beyond
Meter Energy Deployment and Management Individual Activation Ongoing Pre-Deployment Information and Tools of Online Energy Engagement Available to All Management Customers Information and Tools
More detail on the phases and specific tactics for each phase is included in the “Implementation Plan” section to follow.
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2) IMPLEMENTATION PLAN
This plan identifies and defines key tactics for communications and education throughout all four phases of implementation. These tactics are supported by Entergy Arkansas’ research around industry best practices and offer a multi-channel approach to reaching all customers segments. The first section includes a closer look at proposed tactic by phase, followed by specific milestones and key messages by phase, as well. Finally, a detailed overview of each phase will be further outlined.
Throughout all phases, customers will be made aware of their ability to opt-out.5 More information about how to opt-out will be available on the website and be sent to customers prior to meter installation.
Tactics by Phase Below is a summary table of the proposed tactics by phase. The subsequent section provides the detailed descriptions of each of the efforts along with the specific messaging.
Table 2: Tactics by Phase
24 5 The following tactics will include messaging for opt-out: website, email, direct mail and installer card. 16 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 17 of 82
Milestones & Key Messages The table below lists the milestone and key message for each phase of the education plan. These phases are important to distinguish, because each will have its own individual technology milestones and related education objectives. Messaging by phase – both in timing and what to say to customers – was highly directed by the outlined best practices and third-party resources described above. The Department of Energy’s Voices of Experiences guided on developing the right messages and channels; and Smart Energy Consumer Collaborative's State of the Consumer Report stated, “Don’t wait until they ask; start a conversation with your customers now” in one of its themes.
Please reference Tables 2 and 3 for additional specifics surrounding the details of tactic implementation.
Table 3: Milestones & Key Messages
Phase Milestone Key Message PHASE I: Entergy Arkansas is in the process Communicate with customers and Pre-Deployment of testing communications with stakeholders on the plan for meter customer segments and installation and subsequent information technology systems, expected timing of installation of and preparing for the meter advanced meters, as well as deployment phase. immediate and long-term benefits of advanced meters. All customers will have the opportunity to “opt- out” of receiving an advanced meter upgrade. Customers who choose to “opt-out” will incur a one-time service and administration fee, in addition to a monthly manual meter-reading fee, which will be added to their monthly bill. PHASE II: Large volumes of advanced meters While advanced meters are being Meter Deployment are being installed in the installed, continue to educate and Individual community. New energy residential and commercial Activation of management features are customers about the features and Online Energy communicated in direct benefits and what they have to do, if Management communications with affected anything, when their meter is Information and customers as they become replaced and how, if at all, they will Tools available. Education includes how be affected. Promote adoption of to use these tools to access more energy management tools as detailed energy usage and billing advanced meters and web portal are data, including both historical and activated. All customers will have recent information from their the opportunity to “opt-out” of current or most recent billing receiving an advanced meter cycle. upgrade. Customers who choose to “opt-out” will incur a one-time service and administration fee, in 25 17 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 18 of 82
addition to a monthly manual meter-reading fee, which will be added to their monthly bill. PHASE III: Most meters have been installed Active use of online energy Energy and are activated. New energy management tools via web portal. Management management tools are featured Encourage all customers to use the Information and broadly in communications and web portal and explain how and Tools Available to education to all customers. where they can access information. All Customers
PHASE IV: Meter deployment is essentially Ongoing education on the energy Ongoing complete; most meters have been management tools and how to use Education installed and benefits are well them is critical. and Engagement underway. Post-deployment communication concentrates education around how customers can use the tools to manage energy use and how they can play a proactive role in their own energy management to reduce their bills as part of ongoing customer service and customer satisfaction communication.
26 18 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 19 of 82
3) PHASED MESSAGING
Phase I: Pre-Deployment
Phase I is designed to educate all of Entergy Arkansas’ stakeholders on the company’s plans to install advanced meters, as well as help customers understand the features and benefits that AMI will bring. The messaging will refer to the installation process as an upgrade of Entergy Arkansas’ meters with more advanced technologies that offer more capabilities.
Below are the primary messages that Entergy Arkansas expects to provide customers during Phase I:
• Entergy Arkansas is modernizing its electric grid to bring new benefits to its customers, starting with advanced metering. • Entergy Arkansas is upgrading its systems with new technology that over time will offer great benefits to customers, including: o Access to more detailed energy usage information in their online account. o Entergy Arkansas’ ability to identify outages more accurately, giving crews the ability to respond more quickly. o More detailed information on energy usage will allow Entergy Arkansas to answer billing and service related questions more efficiently. o New tools to help customers understand and manage their energy usage more effectively, which can lead to energy reduction and potentially lower bills. • About three months before customers’ advanced meters are installed, they will be provided additional information. • The systems to support advanced metering have been designed and are in the process of being built. • Meter installations at homes and businesses will begin in 2019 with expected completion by the end of 2021. • All customers will have the opportunity to “opt-out” of receiving an advanced meter upgrade. Customers who choose to “opt-out” will incur a one-time service and administration fee, in addition to a monthly manual meter-reading fee, which will be added to your monthly bill.
Research: Determining a Baseline6
Aligned with best practices outlined above and prior to the installation of advanced meters, Entergy Arkansas will have conducted multiple research efforts to gauge customer sentiment and awareness about AMI. This includes the following: A baseline survey, in 2016, with customers to assess pre-existing sentiment and awareness around AMI and ascertain communications preferences; two additional surveys conducted in 2018 that measure current impact of education (one completed in April, another scheduled for Q3), and message testing conducted in 2017 through focus groups with Entergy Arkansas customers that offered in- person feedback to messaging and visual collateral samples. Consistent with the Settlement Agreement in Docket No. 16-060-U, Entergy Arkansas will conduct customer surveys twice per year.
6 For additional details surrounding the 2016 and 2018 customer surveys conducted by Entergy Arkansas, see Section 5, RESEARCH & METRICS. The 2016 customer survey referenced throughout this plan was considered the AMI 27 baseline survey. 19 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 20 of 82
Entergy Arkansas will focus on learning more from customers about their communications preferences, sentiment and awareness to ensure actions in this plan are effective and aligned with customer expectations.
Employee Education
Keeping Entergy Arkansas employees informed about AMI will occur throughout all four phases, as we learned is a high priority through secondary research described above. Employees are a key audience in ensuring customer education efforts are fully aligned. Examples of pre-deployment outreach includes: landing page on Entergy Arkansas’ intranet (to house key information, benefits, resources, materials for download), articles published companywide, printed collateral – pocket card/business card sized, leave behind/flier, poster – emails, digital signage, radio recordings to craft workers, meetings, supportive messaging and more.
Upon receiving APSC approval for AMI in 2017, Entergy Arkansas distributed the following materials in order to ensure all employees understood the benefits of AMI: internal articles shared in companywide emailed newsletter, intranet landing page updates, leave behind/flier, in-person meetings, emails and supportive messaging developed. These items can be referenced in APPENDIX B.
Stakeholder and Community Engagement
Entergy Arkansas has a designated stakeholder and community engagement effort to ensure external stakeholders and community organization are made aware of AMI deployment and benefits of advanced meters, as is supported by best practices and the Department of Energy’s Voices of Experience report. A secondary rationale of Entergy Arkansas’ effort to educate and engage stakeholders during Phase I is to foster them as advocates of the project and enable them to assist their constituents and the community with questions they have.
As part of the education process in Phase I, Entergy Arkansas has developed an AMI presentation, leave behind that provides information to customers they can refer to later and messaging (see APPENDIX B). In addition, a display unit will be produced for use at community outreach events, helping to further explain the benefits of AMI and information about the new advanced meters.
Entergy Arkansas plans to continue to educate and engage key stakeholders and community groups throughout all phases of the project with materials and communications specifically designed for them. The proposed list for outreach can be found in APPENDIX C.
Website
As indicated in the secondary research outlined above, a high percentage of customers have access to the internet, which confirmed the need to develop a dedicated AMI website that provides information to Entergy Arkansas customers. This central repository for all customer educational material will be linked to Entergy Arkansas’ AMI website. Included will be online FAQs that address a variety of potential questions, for example, opt out and why the company is installing advanced meters. 28 20 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 21 of 82
Another important role of the website is to allow Entergy Arkansas to evaluate the volume of customer visits and “click-throughs.” Through this, Entergy Arkansas will be able to evaluate how effective the site is in meeting customer needs as well as what material they find the most interesting or most needed on the site. Metrics around viewership of the web page will be collected during the course of the deployment and studied to determine if any adjustments need to be made and/or what material needs to be enhanced or removed.
Web metrics can also offer good insight into what programs are effectively driving customers to learn more. This is done by intentionally including specific URLs in materials that are sent out per campaign. These metrics will enable us to continuously improve our strategies and evolve those programs which appear most successful.
In addition, through the use of dedicated web-based content, Entergy Arkansas will have the ability to modify and update its content in parallel with each AMI deployment phase, as well as use search engine optimization technology to ensure the web page is prominently displayed when customers use search engines to learn more about AMI, and Entergy Arkansas’ AMI plan in particular.
The website will also contain videos and other information to help customers learn about the benefits of AMI.
Media Relations
Entergy Arkansas will actively communicate with the media about AMI deployment and provide informational materials to journalists, as needed. Media outlets are viewed as a segment of stakeholders and educating them may help foster advocates. There will be a proactive effort to begin educating key media outlets about four months prior to deployment, then again on a more localized level once installation is underway. The initial news release was distributed in September 2018 (see APPENDIX B). The full media list can be found in APPENDIX C.
Bill Insert
An initial bill insert (120-day communication) is planned for distribution to all Entergy Arkansas customers in September 2018 (see APPENDIX B). It will announce the approval of the project, benefits of AMI, make customers aware they will receive additional information about three months prior to their installation, and offer a call-to-action for more information. In customer surveys conducted by Entergy Arkansas to date, bill inserts consistently ranked as a top communications preference (see more detail in the RESEARCH & METRICS section).
An initial email will be distributed to all Entergy Arkansas customers that receive emails7 about four months pre-deployment (120-day communication), planned for September 2018 to align with the above mentioned bill insert. Also, in customer surveys and focus groups conducted by Entergy Arkansas to date, email consistently ranked as a top communications preference (see more detail in the RESEARCH & METRICS section).
7 The number of customers (as of August 2018) who have registered email addresses through Entergy’s My Account 29 Online is 308,388 (residential accounts) and 45,926 (commercial accounts). 21 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 22 of 82
Social Media
Entergy Arkansas will leverage its social media channels to help share details about the deployment and benefits of AMI.
Videos
A video will be created to help explain the benefits of AMI, with the first one ready for distribution in Q3 of 2018. During Phase I, the video will be posted on the AMI website, shared with media, and shown during stakeholder and community outreach. Videos have the ability to reach across several customer segments, for example more specifically the hearing impaired (sub- titles) or more broadly those customers who have access to the internet.
Phase II: Meter Deployment and Individual Activation of Online Energy Management Information and Tools
Phase II of the customer education plan aligns with the company’s multi-channel approach to customer education, as supported by Smart Energy Consumer Collaboration’s report described above, and is focused on helping individual customers know what to expect when their new advanced meter is installed and understand the new energy management information tools that will be available after the installation. Education efforts will be on a rolling basis and conducted in alignment with the deployment schedule, installation by local office. This allows Entergy Arkansas to be targeted in all education efforts, communicating to employees, stakeholder, the community and individual customers based on where they are in the deployment schedule.
Building upon Phase I communications (still incorporating key benefits), below are additional messages that are planned to be explained to customers in Phase II of the plan:
· Advanced meters are the foundation for grid modernization technologies that will offer a wide range of benefits to our customers including enhanced reliability, operational efficiencies and new products and services. · Installation of advanced meters has started in identified areas. · Prior to meter upgrades, Entergy Arkansas will let customers know when the meter replacements will take place – the process should only take about 15 minutes. The installer will knock on the door, so customers can be prepared for any temporary loss of power, which typically only lasts a few minutes. If no one is at available at the premises, the installer will replace the meter. If the installer is unable to replace the meter, a door hanger will be left disclosing how customers can schedule their upgrades. Installers will have a badged I.D., uniform and automobile cling displaying the Entergy logo. · After new meters are installed, customers will have easy access to a web portal which will have more detailed energy usage information and tools showing them how they can benefit from the advanced meters. The web portal will be activated for groups of customers after installation of advanced meters in those identified areas. Customers will be notified once they are able to access the web portal. · The new online tools can help customers understand and manage their energy usage more effectively, which can lead to energy reduction and potentially lower bills. · Advanced meters will provide Entergy Arkansas with a clearer real-time picture of the power grid and how it is operating. Outages can be identified more accurately, giving restoration crews the ability to restore power more efficiently. 30 22 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 23 of 82
· Advanced meters will provide more detailed information on energy usage that will allow Entergy Arkansas to answer billing and service related questions more efficiently. · Advanced meters will enable Entergy Arkansas to remotely turn service on and off at customers’ premises, making moving in and out of homes easier for customers. This function can also be used to handle accounts with unresolved payment issues. · Beginning in January 2018, customers’ bills have included a small amount to recover the costs Entergy Arkansas incurs in preparation for upgrading to the advanced metering infrastructure, including the meters and the communication system. The savings in Entergy Arkansas’ operational costs will be used to offset some of the new system costs. Entergy Arkansas believes that, over time, the potential benefits will far outweigh the overall costs of meter deployment. Entergy Arkansas will be providing customers with new programs and services that help put more control in their hands to better manage and reduce their monthly electric usage. · All customers will have the opportunity to “opt-out” of receiving an advanced meter upgrade. Customers who choose to “opt-out” will incur a one-time service and administration fee, in addition to a monthly manual meter-reading fee, which will be added to your monthly bill.
Research: Tracking Sentiment and Awareness
Per defined best practices and during Phase II, Entergy Arkansas will continue to survey customers to track and monitor their sentiment and awareness towards AMI, as well as overall satisfaction with the deployment. These surveys will help Entergy Arkansas determine if the education plan is effectively reaching customers and make any appropriate modifications, if needed. Additional qualitative research will remain an option, where Entergy Arkansas can conduct additional focus groups and online panels, as needed.
Employee Education
Employee communications will remain a priority in Phase II and throughout deployment. Once meters begin to be installed, examples of outreach will include: Updating the landing page on Entergy Arkansas’ intranet (key information, benefits, resources, materials for download), regular articles published companywide, printed collateral distributed again aligned with deployment schedule – pocket card/business card sized, rack card, leave behind/flier, poster – videos, emails, digital signage updates, radio recordings to craft workers, regular employee meetings, updated supportive messaging and more.
Stakeholder and Community Engagement
As Entergy Arkansas moves through the deployment schedule, stakeholder and community engagement will remain a key priority and will be conducted at a hyper-local level. Before Entergy Arkansas begins installing meters in a given area, community leaders and groups will be contacted. Because many leaders and community groups will have already been made aware of AMI through Entergy Arkansas’ efforts in Phase I, outreach will serve as an update. The proposed list for stakeholder and community outreach can be found in APPENDIX C.
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Website
In addition to communications directed to customers as they receive their advanced meters, web content containing general infmation will support awareness of AMI. The Entergy Arkansas AMI website will house some of the following: details about the project, FAQs, videos, links to useful resources and more.
Web Portal
For those customers who have received their meters, they will gain access to the online web portal by logging into their online account on entergyarkansas.com – opening access to online energy-saving tools and tips. Post-install communications will support education and usage of the online energy-saving tools and overall functionality of the portal.
Media Relations
In Phase II, localizing media efforts will be the approach, aligning geographically with the deployment schedule. The full media list can be found in APPENDIX C.
Bill Inserts
Following meter installation, customers who have their meters will continue to receive bill inserts periodically with the message shifting to the energy-saving online tools. As noted in Phase I, in customer surveys conducted by Entergy Arkansas to date, bill inserts consistently ranked as a top communications preference (see more detail in the RESEARCH & METRICS section).
Direct Mail
Prior to receiving an advanced meter, a letter and FAQ (see APPENDIX B) will be mailed to customers informing them that Entergy Arkansas is installing advanced meters and how to prepare. This initial letter and FAQ will be mailed about 90 days pre-installation to those customers who are set to receive their meters in three months. Two weeks prior to their meter being installed, customers will receive another notification as a reminder. Once a customer’s meter is installed, they will receive additional communications educating on the usage of the online energy-saving tools and more. In customer surveys and focus groups conducted by Entergy Arkansas to date, mailed materials consistently ranked as a top communications preference (see more detail in the RESEARCH & METRICS section).
We will continue to leverage our customer email list to communicate with Entergy Arkansas customers. Customers about to receive their meters will receive the 90-day email version of the letter and FAQ, and then once their meters are installed the emails they receive will inform them on how to better manage energy usage via their online account, tips on being more energy efficient, seasonal weather tips and more. As noted in Phase I, in customer surveys and focus groups conducted by Entergy Arkansas to date, email consistently ranked as a top communications preference (see more detail in the RESEARCH & METRICS section).
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SMS/Text Messaging
In the 2017 focus groups conducted, Entergy Arkansas learned texting was a top communications preference. The company will also leverage its customer mobile phone list and digital short code program to inform customers of their advanced meter installation and how to prepare. This will be rolling communication delivered to those customers receiving their meters in about two weeks.
Predictive Dialing
A script will be developed, recorded, and delivered to customers receiving their advanced meter in about two weeks. This call will be rolling throughout the deployment. The calls will arrive to customers about two weeks before their installation, aligned in message and timing as the other reminder notifications.
Social Media
Entergy Arkansas will continue to leverage its social media channels to help share details about the deployment and benefits of AMI. As Entergy Arkansas moves through the deployment schedule, messaging will shift from benefits of AMI to the online energy-saving tools via customers’ Entergy Arkansas account. Posts can be targeted geographically to ensure the relevant audiences are receiving the right messages.
Videos
Videos will be created throughout deployment to further educate customers on the benefits of AMI and how to use the online energy management tools. As stated in Phase I, videos have the ability to reach across several customer segments, for example more specifically the hearing impaired (sub-titles) or more broadly those customers who have access to the internet.
Paid Media
Targeted paid media will follow the deployment schedule, advertising in those communities that have their new, advanced meters. This could be in the form broadcast, radio, print and/or digital – the exact composition will be determined by community. Entergy Arkansas will decide the level of advertising needed continuously.
Meter Installer Rack Cards and Door Hangers
Entergy Arkansas employees and contracted meter installers will be supplied with materials to help answer installation and other AMI-related questions. Door hangers will let customers know if a meter has been installed or whether there is a need to reschedule an installation, in addition will include details on how to access the online energy management tools via their Entergy Arkansas account (see APPENDIX B).
Phase III: Energy Management Information and Tools Available to All Customers
Phase III of the customer education plan is focused on increasing use of the company’s online energy information tools. We’ll continue to employ a multi-channel approach to educate customers and regularly update all touchpoints accordingly. 33 25 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 26 of 82
Broad scale paid media may be added to the mix once most customers have their new, advanced meters installed. The message will be to drive engagement and use on the online tools. The level of paid media will be determined Entergy Arkansas during this phase.
Below are the primary messages that will be explained to customers in Phase III of the plan:
· Once customers’ advanced meters are installed and they have access to the web portal, they can access detailed information about their energy usage. Energy usage will be updated every 4-5 hours to the web portal and displayed in 15 minute increments, so that customers can track their energy usage. · A variety of tools are available to help manage energy usage and set budget goals. For example, the web portal will allow customers to set up alerts when they reach certain usage levels during a particular month. · Entergy Arkansas will also be able to notify customers of peak events that are occurring, giving customers the opportunity to adjust their usage. · Access to these new energy management tools is easy, and the tools will be available in formats compatible with both computers and mobile devices. · Customers can now actively monitor their personal energy usage information found on the web portal. These new online tools can lead to energy usage reduction and potentially lower bills. · Entergy Arkansas will now have more accurate outage data, meaning that customers will have more accurate outage and restoration information and notifications. · Advanced meters will provide more detailed information on energy usage that will allow Entergy Arkansas to answer billing and service related questions more efficiently. · Advanced meters will enable Entergy Arkansas to remotely turn service on and off at customers’ premises, making moving in and out of homes easier for customers. This function can also be used to handle accounts with unresolved payment issues. · All customers will have the opportunity to “opt-out” of receiving an advanced meter upgrade. Customers who choose to “opt-out” will incur a one-time service and administration fee, in addition to a monthly manual meter-reading fee, which will be added to their monthly bill.
Research Entergy Arkansas will continue to conduct customer research through 2021, tracking customer awareness and sentiment through Phase III as an important measure in evaluating the company’s education efforts.
Employee Education Employee communications will continue through Phase III. Once meters have been installed for most customer, examples of outreach will include: Further updating the landing page on Entergy Arkansas’ intranet (key information, benefits, resources, materials for download), regular articles published companywide, printed collateral distributed again aligned with deployment schedule – pocket card/business card sized, rack card, leave behind/flier, poster – videos, emails, digital signage updates, radio recordings to craft workers, regular employee meetings, updated supportive messaging and more.
34 26 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 27 of 82
Stakeholder and Community Engagement Entergy Arkansas will continue participating in community outreach events throughout Arkansas to meet one-on-one with customers to educate on the benefits of AMI and introduce the new customer portal and energy management tools.
Website The website will be updated with detailed information about the online energy management tools and new customer portal, once available to all customers. Additional information about the energy management tools will be added to Entergy Arkansas’ website, as appropriate.
Web Portal The online portal will be accessible to all customers, allowing them to access online energy- saving tools and tips. Entergy Arkansas will leverage in-account messaging, delivering notifications when customers are logged into their online accounts.
Media Relations Entergy Arkansas will issue a news release detailing the availability of the new customer portal and online energy management tools, once available to all customers.
Bill Inserts Bill Inserts will be developed to continually educate customers about the online energy management tools and customer portal.
Direct Mail A Direct Mail piece will be distributed, heavily educating about the new energy management tools and customer portal. This tactic will target non-computer using customers on a rolling basis, and provide instructions on what customers should do if they cannot access this information online.
Emails Entergy Arkansas will continue to leverage its customer email list to communicate with customers and stakeholders about benefits of the new online tools and how to better manage energy usage.
Social Media Entergy Arkansas will continue to use its Social Media channels to update customers about the online energy management tools and customer portal.
Paid Advertising Once all Entergy Arkansas customers have received their advanced meters, a multi-channel paid campaign will launch, educating customers on the new online tools and benefits of using the customer portal.
Digital Marketing Digital marketing campaigns will be developed to promote and engage customers around the benefits of using the customer portal.
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Phase IV: Ongoing Education and Engagement
Phase IV includes continued efforts encouraging customers and informing them how to make use of their personal energy information via the various communication channels and notifications.
Below are the primary messages that will be explained to customers in Phase IV of the plan:
· Primary messaging from Phase III will be incorporated into Entergy Arkansas’ ongoing business practices as part of the Company’s standard customer communications. · As new tools become available on the web portal, Entergy Arkansas will provide information to customers explaining how to access and use those tools.
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4) TIMING
Program Timeline: Overview of Project
Below is the overall AMI program outlined for Entergy Arkansas. The vendor selection process began in 2015, followed by IT systems being designed, built and tested. Network deployment of the communications equipment will start in the later part of 2018, and meter deployment starts early 2019. Of note, employee education began several years ago continuously updating Entergy Arkansas employees. Stakeholder/community engagement began in 2017 with presentations given to key groups. Media relations and customer communications are slated to begin September 2018 and will continue through the length of the project.
A tactical timeline for customer education is included in this plan to present a holistic view of multiple communications activities that will take place during each phase of the plan. The detailed education timeline is included within this plan, including a snapshot of the pre- deployment 120-day timeline and a five-year overview.
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Graph 3: Program Timeline
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120-day Timeline: Direct Customer Communications
Pre-deployment: broad scale
The 120-day timeline captures the direct customer communications that begin in September 2018 (in the below table, see the blue box), which will be a bill insert (sent to all customers) and email (sent to all customers who have signed up to receive Entergy Arkansas’ emails). See APPENDIX B for the proposed messaging for these communications.
Pre-install: rolling based individual meter installation
Beginning as early as October 2018 (in the below table, see the orange boxes), 90 days prior to AMI deployment beginning, the first set of installation-specific communications (in the below table, see #1 meter customer communications) will be sent to those customers set to receive their meters in the coming three months. They will next receive a notification reminding them of the install about two weeks prior to meter installation (in the below table, see #2 meter customer communications).
Post-install: rolling based individual meter installation
Once customers’ meters are installed and activated, they will begin to receive a series of communications reflective of the messaging described within this plan.
The rolling series of communications will continue until each customer has had their meter installed, should they choose to participate in the program. Entergy Arkansas employees and vendors will also have door hangers and printed collateral on-hand should customers request additional information during installation.
Please see in APPENDIX D to view the full-scale version of the 120-day timeline.
Graph 4: 120-day Timeline
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Customer Education Timeline: Overview of Tactics
The below timeline focuses on overall customer education efforts projected from July of 2017 through the end of 2021. See APPENDIX D to view the full-scale version of the five-year timeline.
As previously noted, employee education and stakeholder/community outreach began prior to this timeframe but will continue through the length of the program. As meter deployment progresses and moves through each neighborhood, Entergy Arkansas will deploy local-level education and outreach in advance of installation beginning.
Aside from employee and stakeholder/community outreach, two broad scale efforts are planned prior to AMI deployment: media relations (distributing a news release and information) in August 2018 and a bill insert (sent to all customers) and email (sent to all customers who have signed up to receive Entergy Arkansas’ emails) in September 2018.
Beginning in October 2018, Entergy Arkansas will begin to communicate on a rolling basis to those customers set to receive their meters in the coming three months. This timeframe is referred to as the 120-day timeline (see outlined in more detail in the following section). Once customers are placed into this 120-day timeline, they will begin to receive a series of communications surrounding AMI and reflective of the messaging described within this plan. This rolling series of communications will continue until each customer has had their meter installed, should they choose to participate in the program.
Market research will continue, as well, as outlined within this plan. In addition, metrics collection and analysis will be reported to the APSC consistent with the Settlement Agreement in Docket No. 16-060-U.
Please see APPENDIX D to view the full-scale version of Graph 5.
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Graph 5: Customer Education Timeline
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5) RESEARCH & METRICS
In 2016, Entergy Arkansas took a closer look at its customers by conducting an initial survey to assess communications preferences, previous knowledge and sentiment about advanced meters and the benefits they offer. In 2017, message testing was conducted via focus groups – two sessions where Arkansas customers were presented with AMI sample messaging and visual samples of collateral. In 2018, the first post-baseline-survey was conducted which resulted in the first set of results following the initial baseline.
Market research plays a critical guide throughout the execution of the customer education plan, as well as the measurement of its effectiveness. Through customer surveys, Entergy Arkansas will track and report on customer sentiment and awareness of advanced metering, source of information and communications preference. Through focus groups, both in-person and through the company’s online panel, qualitative insights on future messaging and materials will be gathered to further ensure the effectiveness of AMI customer education efforts.
Results have and will help shape how and what we communicate to customers surrounding advanced metering. For example, when the focus groups were conducted in 2017, groups evaluated foundational messaging and sample materials. Entergy Arkansas took this feedback into account when finalizing the 90-day letter and frequently asked questions. Both the 2017 and 2018 customer surveys indicated that customers prefer to receive AMI-related materials mailed, emailed and in bill inserts. These findings guided Entergy Arkansas’ decision for a multi-channel approach, ensuring messages are developed for a variety of customer touch points.
This section outlines research methods Entergy Arkansas has and will use, both qualitative and quantitative. Consistent with the Settlement Agreement in Docket No. 16-060-U, Entergy Arkansas will conduct customer surveys twice per year.
Performed Research: Insights
Customer surveys: The AMI customer surveys conducted to date – 2016 baseline and in early 2018 – were conducted by telephone and web, with specific requirements about segments of customers, including the following hard to reach customers: seniors, non-English speakers, non-computer users and low income customers. The two surveys conducted to date were nearly the same with the main adjustment being the removal of two phrases tracked for sentiment and awareness: “Advanced Grid” and “Smart Meters.” This removal decision was determined in part following the 2017 focus groups where messaging was tested showing little preference on the difference. Another change was the way we asked participants about their method of internet usage (as detailed below).
· Objective: o Customer surveys are to gauge awareness, awareness and sentiment around advanced meters, given the changes that AMI represents to customers. o Awareness and sentiment will be tracked throughout the AMI program to ensure effectiveness of customer education efforts. · Methodology: Surveys are less than 10 minutes. 42 o 34 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 35 of 82
o Quotas are used to target a 50/50 split for the following groups: § Web vs. phone respondents § Respondents age 18-54 and seniors (55+) § Lower income (<$35K) and higher income (≥$35K) o A mixed-mode approach was used to ensure the inclusion of customers who do not have access to the internet. · Results, Insights, Actions: As previously noted, the 2016 customer survey referenced below was considered the AMI baseline survey. The customer survey conducted in 2018 referenced below is the first post-baseline-survey with the next schedule for Q3 in 2018. Consistent with the Settlement Agreement in Docket No. 16-060-U, Entergy Arkansas will conduct customer surveys twice per year.
AWARENESS Extremely/ “SMART Moderately Somewhat/ Not at all GRID” familiar Slightly familiar familiar 2016 13% 31% 56% 2018 9% 23% 69% Respondents were more aware of the term “Smart Grid” versus “Advanced Meters.” Overall awareness of this term decreased from 2017 to Insights 2018. To avoid customer communication, the term “Advanced Meters” was selected for use in all materials, rather than referring to synonymously. Associating, however, with a smarter grid or Actions smarter energy future will occur.
AWARENESS Extremely/ “ADVANCED Moderately Somewhat/ Not at all METERS” familiar Slightly familiar familiar 2016 6% 11% 84% 2018 7% 22% 71% Respondents were less familiar with the term “Advanced Meters” versus “Smart Grid” (as indicated above). Overall, awareness grew from Insights the 2017 to the 2018 survey. Continue associating advanced meters as the foundational step toward a smarter energy future. The small growth of awareness tied to this term indicates those surveyed are more familiar than in Actions the baseline.
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SENTIMENT Strongly Negative/ “SMART Positive/ Strongly GRID” Positive Neutral Negative Don't know 2016 20% 31% 6% 43% 2018 10% 24% 9% 58% Positive sentiment around the term “Smart Grid” decreased and a larger percentage of respondents said they “Don’t Know” how they Insights feel about it. Prepare customer education materials that are helpful in describing the benefits of AMI and how it’s a foundational step toward a more modernized grid. This decrease guided the development of the pre- deployment timing and messaging. No customer communications had been deployed at the time of either survey. Moving forward, tracking Actions sentiment will be key in adjusting future customer education efforts.
SENTIMENT Strongly Negative/ “ADVANCED Positive/ Strongly METERS” Positive Neutral Negative Don't know 2016 22% 32% 9% 37% 2018 12% 25% 11% 53% Positive sentiment around the term “Advanced Meters” also decreased with a larger percentage of respondents said they “Don’t Know” how Insights they feel about it. Prepare customer education materials that are helpful in describing the benefits of AMI and how it’s a foundational step toward a more modernized grid. This decrease guided the development of the pre- deployment timing and messaging. No customer communications had been deployed at the time of either survey. Moving forward, tracking Actions sentiment will be key in adjusting future customer education efforts.
COMMUNICATIONS PREFERENCE Mail Email Bill Insert 2016 45% 44% 35% 2018 45% 41% 33% The top three preferred ways respondents would like to receive information from Entergy Arkansas consistently Insights ranked mail, email and bill insert. This type of feedback guided in part the multi-channel approach to customer education around AMI. With email and direct mail being two core channels, additional modes of communications will be employed in support of approved Actions core messaging.
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METHOD OF INTERNET ACCESS 2016 2018 Smartphone 75% 71% Laptop 49% 53% Desktop 43% 57% Tablet 43% 37% Other 0% 0% Respondents were able to select up to three options with the majority stating the most used method in which they access Insights the internet is through their smartphone. Ensure materials produced are taking into consideration the majority of customers are viewing online information from their mobile device. Some examples of where this impacted the customer education strategy are in the use of videos, Actions website designed for mobile usage and social media sharing.
Focus Groups: Two customer groups reviewed and provided feedback to core messaging and visual materials. The groups were comprised of a mix of Entergy residential customers, 18 years of age and older and included a good representation of participants who are low and non-computer users, low-income customers, and seniors. Key insights and actions garnered from the focus groups are summarized below.
INSIGHTS ACTIONS Preferred hybrid of messaging: Based on this feedback, Entergy Combination of smart grid vision, Arkansas’ AMI messaging incorporates community improvements and meter- not only key customer benefits, but also specific information. educates on why and how. Main concerns: Why is Entergy Arkansas As a result, the 90-day letter/FAQ installing advanced metering? When will became a vital piece of collateral that they get their meter? What is the cost? aims to answer these questions and more. It was decided to house the full FAQ online for the life of the program, so that all customers may access at any time. Preferred mode of communication: Text, Email and mail are lead modes of Email, Mailed letter. communications for AMI, as indicated here and in the customer surveys. Supplemental channels and tactics will be deployed, such as the AMI website, videos, texts, predictive dialing, social media, media relations and more. Letter with frequently asked questions: Because of how well-received the 90- Informative. Well-received. day letter with FAQ was during the focus groups, it became the core material containing the most information about AMI – whether emailed or mailed to customers. 45 Timing of communications: Prefer more In developing the pre-deployment 37 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 38 of 82
information upfront, followed by shorter timeline, sharing detailed information updates. with customers prior to their installation was determined, followed by a series of touch points each as an opportunity to further educate.
Customer Research Applications
Entergy Arkansas believes that research and metrics are an integral part of designing and monitoring the success of the customer education plan, as well as enabling ongoing plan improvement and alignment with customer expectations. As such, customer education research will be used in two critical ways:
1. To gain valuable input on the content of educational materials. 2. To monitor the effectiveness of education efforts and incorporate feedback during each phase of education.
Understanding Customers: The Role of Qualitative Market Research
In order to ensure significant input from customers on educational content and feedback from important customer segments, it is a recommended practice that critical pieces of the education plan, like letters, FAQs, informational materials, and other communications, be tested via both in-person and panel focus groups.
Qualitative research is primarily exploratory research. It is used to gain an understanding of underlying reasons, opinions, and motivations. It provides insights into the problem or helps to develop ideas or hypotheses for other potential quantitative research. The sample size is typically small and discussions are moderated. Some common methods include focus groups (group discussions), individual interviews, online panel engagements, and participation/observations. Qualitative interviews may be videotaped, to capture (and share with others) emotions exhibited by the participants as they discuss the topic at hand. Entergy Arkansas will use this research method to test information such as communications materials and messages to ensure they are effective and meet customer needs prior to delivery to customers. Initial message and concept testing was conducted via Entergy Arkansas customer focus groups in 2017. Benefits of qualitative market research include:
• Utilizing focus groups at every stage of the AMI deployment to ensure education efforts and materials are aligned with the objective of familiarizing customers with the AMI deployment and its benefits. • Ensuring educational materials and messaging to customers is more effective.
Measuring Success: Introduction to Quantitative Market Research (Tracking Surveys)
In 2016, Entergy Arkansas conducted baseline research reaching customers throughout the Arkansas service area. Customer feedback is important to ensuring that materials support successful implementation of this plan.
Quantitative research uses statistically valid data to formulate facts and uncover patterns in 46 research. Quantitative data collection methods are much more structured than qualitative data 38 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 39 of 82 collection methods, and include various forms of surveys – online surveys, paper surveys, mobile surveys and kiosk surveys, face-to-face interviews, telephone interviews, longitudinal studies, website interceptors, online polls, and systematic observations. Quantitative Research generalizes results from a larger sample population. Entergy Arkansas will use this research method to track and monitor ongoing customer education and engagement efforts throughout the rollout to allow for checking and adjusting its plan as deemed necessary.
Entergy Arkansas has identified a number of key areas of customer responses that it will track throughout the course of the AMI deployment. These topics will be examined to ensure that Entergy Arkansas is effectively educating customers and responding to needs during the deployment.
Tracking of topics may include:
• Customer awareness of and sentiment toward energy management tools offered by advanced meters; • Customer awareness of and sentiment toward advanced meters and their benefits; and • Ongoing awareness of communications tools offered by Entergy Arkansas about AMI.
Entergy Arkansas will conduct two customer surveys per year with the first tracking survey completed in April of 2018, and the next scheduled for Q3 in 2018.
Benefits of quantitative market research include:
• The ability to understand general customer communications preferences for purposes of future education efforts. • The ability to track the level of customer understanding and value of AMI benefits throughout deployment process across the customer base.
Segmentation
In its 2016 baseline and 2018 customer survey, Entergy Arkansas polled a statistically valid sample of customers, including a diverse group representing all its different customer segments, regarding what they know about grid modernization and advanced meters. In addition to an appropriate customer sample representation, Entergy Arkansas ensured that its customer sample embraces a demographically diverse pool of customers to participate in the studies.
The surveys were designed to collect responses from a sample of all residential customers including low income customers, senior citizens, non-computer users and non-English speakers. To meet the informational requirements of the project, a hybrid approach was implemented capturing web and telephone survey results. The purpose of including a telephone study element was to ensure that those who do not have internet access are included in the study.
Below are demographics of the baseline survey respondents:
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INCOME 2016 2018 < $35K 35% 50% > $35K 65% 50%
18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 years or AGE years years years years years older 2016 2% 11% 12% 16% 19% 39% 2018 1% 9% 17% 24% 15% 35%
INTERNET ACCESS Yes No 2016 83% 17% 2018 75% 25%
ETHNICITY 2016 2018 White/Caucasian 74% 68% Black/African-American 18% 22% American Indian or Alaskan Native 1% 2% Hispanic 2% 1% Asian 1% 1% Other 2% 2% Refused 2% 4%
Proposed Research Plan
The timeline for customer research will map to awareness and implementation for particular customers as follows:
Introduce Pre-meter installation. Baseline survey conducted in 2016, followed by surveys conducted twice per year, to monitor sentiment and customer awareness. Focus groups conducted to test messaging and visual collateral samples. Educate Meter installation begins and access to Surveys directed to customers who online energy management information have received an advanced meter. is made available. Surveys will start with deployment and carry on throughout the immediate post- activation period. Focus groups and online panels may be conducted. Engage Approximately six months after meters Surveys continue. Focus groups to be are activated and at least six months of conducted. education has been conducted about how to use tools. 48 40 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 41 of 82
Metrics
As decided upon in the settlement agreement, the following metrics will be captured and reported annually with the first due 90 days before Entergy Arkansas’ AMI deployment.
Key Metric Definition Frequency Percent awareness of customers Percent awareness of AMI based on survey results; target to be technology and benefits (survey determined after baseline established measurement) (with and w/o internet access) Percent understanding of customers Percent understanding of AMI based on survey results; target to be technology and benefits (survey determined after baseline established measurement) (with and w/o internet access) Number of events held to educate Community outreach customers and number of customers 90 days prior to AMI events/attendance attending educational events deployment, then annually Number of articles that appear in the Local media articles local media as a result of company issued press releases Internal newsletter Number of articles in internal communications newsletter Number of publications distributed Customer communication or other communication vehicles methods deployed deployed by type
Under the customer communication methods deployed category in the above metrics table, the following key performance indicators are suggested to track ongoing customer education efforts:
COMMUNICATION METHOD KEY PERFORMANCE INDICATOR
Survey Results/Research
Percent awareness of AMI technology and benefits Percent understanding of AMI technology and benefits
Community Outreach
Number of meetings/events Number of attendees
Communications Methods Deployed
Employee communications Number of meetings/events Number of internal articles Number of emails sent Number of radio messaging sent 49 41 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 42 of 82
Customer communications Public relations Number of media hits Social media Message volume Reach Advertising and paid media Print: Circulation Digital: Impressions TV: Viewership Radio: Listeners Website Visits Direct communications Mail: Number mailed Email: Number emailed SMS/text messaging: Number texted Automated calls: Number called Account messaging: Number of messages Bill inserts: Number distributed CEP/online portal Number of new users registering Frequency online portal access Frequency of online interval data review
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6) ESCALATION PLAN
Communicating effectively with customers is a multi-faceted and challenging task. Ensuring customer satisfaction means meeting customer expectations and providing the appropriate level of information to answer questions and concerns satisfactorily. Accordingly, implementation of an escalation plan will ensure seamless and timely transitioning of customer questions, complaints and concerns to the appropriate subject matter experts within the company.
Industry research has indicated that a small percentage of customers will need additional information to become comfortable with the benefits that AMI will provide. An even smaller percentage of customers may ultimately prefer not to receive an advanced meter. When customers need additional information or want to discuss opt-out issues, the company’s contact center will have AMI trained agents available to discuss over the phone.
The company will conduct training in 2018, so that the customer service team can handle all customer questions, concerns and requests appropriately. The chart below outlines how different scenarios may warrant an escalation request:
Scenario Response Materials needed Customer calls contact Escalated to the appropriate • Messaging: talk points, FAQs center and does not want an AMI trained agent, who is advanced meter. prepared to discuss in further detail.
Media calls Entergy Arkansas Directed to the Entergy Arkansas • Messaging: talk points, FAQs with question or concern. communications • Informational toolkits team, who will answer • Third-party resources questions and provide materials, if necessary.
Stakeholder calls Entergy Call will be directed to the • Messaging: talk points, FAQs Arkansas with Entergy Arkansas team • Informational toolkits constituent request responsible for that • Third-party resources or concern. stakeholder group.
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Topic Message Entergy Arkansas is committed to continuous improvement of its systems and services, and the introduction of advanced meters is the first step toward modernizing and building a smarter energy future for our customers. We have studied the costs and benefits of advanced metering. We believe this system will reduce some of our current meter reading and operational costs, benefits that will be Why will I be getting an delivered to you to offset some of the costs of this investment. This advanced meter? system will enable us to provide new products and services to you that will enable you to reduce your monthly bill and manage your energy usage more efficiently. The Arkansas Public Service Commission agreed with our proposal and approved the deployment of advanced metering for all of our customers.
Installation of the meters will begin in 2019 with expected completion in 2021. If you’ve received this letter, your meter will be When will I be getting an installed in approximately three months. We will inform you a advanced meter? couple of weeks in advance when we are coming to your home or business to install the meter.
If you do not want an advanced meter, you will have the opportunity to “opt out” of receiving your meter upgrade. Customers who choose to “opt out” will incur a one-time service and administration fee of $63.50, in addition to a monthly manual meter-reading fee of $21.80, which will be added to your monthly bill. Because the older, analog meters do not capture and transmit interval usage information, opt-out customers will not have access to their detailed energy usage data or be eligible to participate in I don't want an advanced some future programs that might be helpful in further managing meter. your electric bill.
Customer satisfaction is our utmost priority. We believe that advanced meters will offer tremendous benefits to our customers; however, should you be unsure about the meter or have further questions, we are happy to answer them. Please call us at 1-800- ENTERGY.
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Entergy Arkansas is about to roll out a new digital, advanced metering and communications system. The new meters are “advanced” because they record usage in 15-minute increments and can communicate with us on a two way-basis via a new secure wireless communication network.
The majority of utilities across the United States have installed How will a new meter advanced meters. Advanced meters will provide a number of affect me? future benefits, including new online tools to help you better manage your energy usage and potentially save money on your bills, improved customer service due to the deeper level of insight into your energy usage, quicker and more accurate detection of outages, reduced costs due to the elimination of on-site meter reading, faster detection of electricity theft, and faster connection and disconnection of service.
The majority of homes and businesses in the United States currently have advanced meters. They operate by using radio frequency similar to many common devices such as mobile phones and appliances around the home, but at a significantly lower level. Many electronic devices, including your television, microwave, and baby monitor, use radio frequency technology. Advanced meters have major health risks. This technology has been deemed safe by the Food and Drug Administration, Federal Communications Commission, and World Health Organization. For more detailed information about the safety of these meters, you can visit our health and safety page at energyfuturearkansas.com/safety.
Data security has been and always will be of utmost importance to Entergy Arkansas. We will continue to implement and Is my Personal Information maintain measures designed to protect your privacy and data. safe? Please learn more by visiting energyfuturearkansas.com/security. Our privacy policy can be accessed at www.entergy- arkansas.com/privacy_legal/privacy.aspx.
Entergy Arkansas only shares Personal Information with vendors assisting it with providing regulated services, and as further described in our privacy policy. Our privacy policy can be accessed Does Entergy Arkansas share at www.entergy-arkansas.com/privacy_legal/privacy.aspx. my Personal Information For example, Entergy Arkansas shares information found on its with any of its vendors? customers’ bills with vendors who print such bills. Similarly, vendors who support Entergy’s IT infrastructure may have access to Personal Information.
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Entergy Arkansas will only share your Personal Information in a manner that complies with our privacy policy (www.entergy- arkansas.com/privacy_legal/privacy.aspx.); as detailed in that policy, we do not share Personal Information with third-party organizations for their commercial or marketing purposes, nor will we intentionally disclose your Personal Information to any third parties except for the limited purposes set forth in, and in compliance with, our privacy policy. Will Entergy Arkansas sell my Personal Information to Under Arkansas law, Entergy Arkansas may only provide third parties? aggregated or non-customer identifying data to third parties for purposes other than regulated utility services without customers’ consent. For example, aggregate data may be shared with regional transmission organizations for resource planning purposes.
Entergy Arkansas will follow Arkansas laws regarding use of your Personal Information.
Prior to your new meter being installed, you will receive a notification from Entergy Arkansas letting you know when the upgrade will take place. The actual installation process should take about 15 minutes, but may result in a momentary loss of power. Before beginning, the installer will knock on your door so you can be prepared for any brief electric outages. What can I expect during Should you have any concerns about the upgrade or loss of power, meter installation? please let your installer know when he or she arrives. If there is no one at the premise, the installer will simply upgrade your meter. If the installer cannot gain access to your meter, a door hanger will be left with more information about how you can schedule your upgrade. Entergy Arkansas is working with contractors to install advanced meters across the state. Contractors will have a badged I.D., uniform and automobile cling displaying the Entergy logo.
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7) BUDGET
A proposed customer education budget is included in this plan that correlates to the first three phases of the customer education plan. During Phase IV, AMI benefits will become part of the larger utility communications strategy and will not likely require additional funding. The budget reflects the Company’s core audience groups (employees, stakeholders, communities and customers) and also allocates funds for ongoing research.
Entergy Arkansas’ proposed customer education budget reflects those key audience groups in terms of AMI deployment: employees, stakeholders/communities and customers. Dollars are also allocated for market research through the end of the program and flex funds to account for any unseen efforts.
Table 4: Customer Education Budget8
2016 2017 2018 2019 2020 2021 TOTAL TOTALS: $104,566 $198,464 $964,226 $1,676,611 $1,975,241 $1,625,241 $6,544,350
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APPENDIX A
This plan was built with best practices and lessons learned (from other utilities) as foundational elements. Entergy Arkansas conducted interviews with nine other utilities that have already deployed AMI.
Utility Lessons Learned Key Takeaways AEP Ohio Customers did not understand Collect customer success the concept of kilowatt hours, stories to use in positive how to measure electricity, messaging. etc., so needed to keep that in mind for customer messaging.
Baltimore Gas & Electric Proactive customer education Focus on collecting key is important. Customer metrics on engagement and research and tracking was an education with customers. important part of deployment. Contact as many community Community/personal partners as you can and get in outreach should be a huge front of and as many different part of communications types of groups as possible. effort. Before deploying meters, they met with local Provide information and officials to arm them with materials in Spanish and information before the meters other languages, as needed. were installed. Very transparent to make sure Ensure that digital interface/ customers knew timeline and websites are mobile enabled progress. so low income users that have mobile phones can access the Presented facts to customers site if they do not have a about radio frequency (RF), computer. health, and safety to educate customers. Utilized Educate customers about RF infographic to compare and health safety to dispel meters to other household myths and show RF level items. comparisons to other items in the household. Robust media outreach programs are helpful to Employee education is ensure public understanding critical to ensure that and dispel myths. everyone from an employee to customers and stakeholders Every employee needs to be have the correct information. educated about the deployment.
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CenterPoint Energy Senior citizens and those with Find ways to demonstrate the language barriers experienced benefits – they used Energy more difficulty with Saver contests and local technology (programmable sponsorship programs with thermostats and in-home TV stations. devices). Third-party advocates for It was helpful to give tours at testimony, media, and help in their InSight Center to media, the community are critical to officials and stakeholders. It the success of the program. provided a good “hands-on experience.” Perform employee research. CenterPoint did it annually to Utilized a speaker’s bureau to measure awareness. present to home owners Customers trust employees associations, churches, and more than a company subject other community groups. matter expert or utility leader, so they are integral to the Used a program name instead deployment. of smart meters, which wasn’t very successful – it didn’t Use a number of employee resonate with customers. tactics: pocket cards, send information out via Used a certification program newsletters, hold employee for employees for AMI town halls, and allow for training to ensure that many employees to ask questions employees were prepared and about the deployment. knowledgeable about the deployment.
Market research is important – both baseline and tracking surveys. Utilized surveys and focus groups for messaging and to test awareness.
ComEd Customer education outreach In addition to utilizing other is very important to speak customer education tactics with customers about smart and marketing materials, grid and help alleviate create a special smart grid concerns. outreach team to help with community outreach. Great community outreach programs help to connect Use booths and make with customers about smart presentations at community grid. events, including proactive outreach to low-income Organize direct outreach groups. about smart grid to low- 57 49 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 50 of 82
income groups to help them better understand it.
Florida Power & Light Be prepared with fact sheets, Use an assortment of materials, and facts and communications materials figures when you are and types during the deploying to ensure that deployment (fact sheets, stakeholders and media are FAQs, door hangers, videos, aware. emails, bill inserts, brochures, websites, etc.) Engage via social media to respond to concerns and more Use customer testimonials to proactive messages. promote benefits and uses when you can. Proactively engage with stakeholders instead of flying Perform a baseline awareness under the radar. survey to help identify key messages and preferences.
Memphis Light Gas & Water Employee and stakeholder Proactively communicate communication is key. about the advanced meters ahead of time. Oklahoma Gas & Electric Education about smart grid Successful tactics for being more than the meter is deployment included direct important. mail, advertising, community outreach, including town hall meetings and the use of employee ambassadors in the community.
Pacific Gas & Electric It is a mistake to not Ensure high level of communicate with customers transparency and engagement about the deployment. Had to with customers. use a number of turnaround tactics after problems Incorporate escalation escalated and national process for customer attention surfaced about complaints and questions. PG&E’s roll out. Utility should make themselves available as much Engage with customers as possible to answer geographically and approach concerns and questions. the smart meter installation like a technology rollout in Get out in front with your terms of customer presence with customers and segmentation. use a number of marketing channels to reach them. Data security and privacy are different, but customers used Pre-deployment engagement them interchangeably. This makes all of the difference – 58 50 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 51 of 82
will require a lot of education talk to stakeholders first and to help customers understand. customize by local area in outreach.
Pepco Holdings Inc. Customers can only absorb so Phasing the educational much information at one approach to AMI is critical to time, so it was key to present the success of any customer- relevant information in facing program. stages. Deploy “Energy Engineers” In-person outreach and or similar to conduct site education courses on AMI visits when customers had produced happy customers concerns about advanced and stakeholders. meters.
Use internal communications Place high value on all channels (Town Hall employee channels to meetings, newsletters and communicate the AMI story email) to communicate with and create a team to become employees. internal and external ambassadors for the initiative. Customers want transparency and the theme “Take Control” Develop a simple and resonated well. relevant theme to help with customer awareness and participation.
59 51 Entergy Arkansas, Inc. Joint Motion Exhibit 1 APPENDIX B Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 52 of 82 This section provides visual samples of educational materials for employees, stakeholders/communities and customers.
Employees
Collateral has been produced and shared with all Entergy Arkansas employees, including: internal emailed newsletter announcements, intranet web page, leave behind, poster (enlarged version of the leave behind) and wallet cards.
60 52 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Stakeholders/Communities Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 53 of 82 Aside from messaging (talk points and FAQs) produced, Entergy Arkansas has developed presentations that have been given to various stakeholder and community groups (low income summit, rotary clubs and more). Entergy Arkansas also has produced a leave behind for participants at these types of meetings and/or events.
61 53 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Customers Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 54 of 82 Pre-deployment
As outlined in the plan, specifically the TIMING section (five-year and 120-day timelines), direct customer communications are planned for 2018. Below is the foundational messaging that will be used to create customer education materials.
Bill Insert
62 54 Entergy Arkansas, Inc. Joint Motion Exhibit 1 News Release Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 55 of 82 Below is the proposed news release that will be distributed to media prior to customer communications being deployed, in order to educated journalists on Entergy Arkansas’s advanced metering program. The below news release was distributed to statewide media in September 2018.
63 55 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 56 of 82
64 56 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 57 of 82
65 57 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Pre-install Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 58 of 82 Letter with Frequently Asked Questions Below is the proposed messaging for the 90-day letter and FAQ, along with the proposed envelope that customers will receive three months before their meter installation. A notification reminding them of the installation will be sent two weeks prior to the scheduled installation, as well.
______RE: Your meter is getting an upgrade.
Name Address 1 Address 2 City, State, Zip Date
Dear Ms./Mr. Last Name,
At Entergy Arkansas, we have an ongoing commitment to provide the best possible service to our customers. To do this, we must continue to upgrade our systems and services with new technology.
In about three months, we will be replacing your electric meter with a new advanced meter. Advanced meters are the foundation for grid modernization technologies that will offer a wide range of benefits to our customers, including more efficient restoration of service following a power outage, better detailed information on your household energy usage, improved customer service when you call, and potential new optional programs and services in the future. Over time, we believe such potential benefits as energy usage reduction and potentially lower bills will far outweigh the overall costs of meter deployment.
Prior to your meter upgrade, Entergy Arkansas will let you know when the meter replacement will take place. The process should only take about 15 minutes. The installer will knock on your door, so that you can be prepared for any temporary loss of power, which typically lasts only a few minutes. If there is no one at the premise, the installer will simply replace your meter. If the installer is not able to replace your meter, a door hanger will be left disclosing how you can schedule your upgrade.
Enclosed are some frequently asked questions to help provide you with additional information about your new advanced meter and the installation process. You can also visit our website at energyfuturearkansas.com or call us at 1-800-ENTERGY with questions.
We look forward to better serving you and paving the way for a smarter energy future.
Sincerely,
SIGNATURE
Name Entergy Arkansas, Inc.
66 58 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Advanced Metering Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Frequently Asked Questions Page 59 of 82
What is an advanced meter? Entergy Arkansas is about to roll out a new digital, advanced metering and communications system. The new meters are “advanced” because they record usage in 15-minute increments and can communicate with us on a two-way basis via a new secure wireless communication network.
The majority of utilities across the United States have installed advanced meters. Advanced meters will provide a number of future benefits, including new online tools to help you better manage your energy usage and potentially save money on your bills, improved customer service due to the deeper level of insight into your energy usage, quicker and more accurate detection of outages, reduced costs due to the elimination of on-site meter reading, faster detection of electricity theft, and faster connection and disconnection of service.
Why am I receiving an advanced meter? Entergy Arkansas is committed to continuous improvement of its systems and services, and the introduction of advanced meters is the first step toward modernizing and building a smarter energy future for our customers. We have studied the costs and benefits of advanced metering. We believe this system will reduce some of our current meter reading and operational costs, benefits that will be delivered to you to offset some of the costs of this investment. This system will enable us to provide new products and services to you that will enable you to reduce your monthly bill and manage your energy usage more efficiently. The Arkansas Public Service Commission agreed with our proposal and has approved the deployment of advanced metering for all of our customers.
Is there a cost for the meter? Beginning in January 2018, your bill has included a small amount to recover the costs we incur in preparation for upgrading to the advanced metering infrastructure, including the meters and communication system. The savings in our operational costs will be used to offset some of the new system costs. Over time, we believe the potential benefits will far outweigh the overall costs of meter deployment. We will be providing you with new programs and services that help put more control in your hands to better manage and reduce your monthly electric usage.
Do I have to get a new advanced meter? If you do not want an advanced meter, you will have the opportunity to “opt-out” of receiving your meter upgrade. Customers who choose to “opt-out” will incur a one-time service and administration fee of $63.50, in addition to a monthly manual meter-reading fee of $21.80, which will be added to your monthly bill. Because the older, analog meters do not capture and transmit interval usage information, opt-out customers will not have access to their detailed energy usage data or be eligible to participate in some future programs that might be helpful in further managing your electric bill.
Customer satisfaction is our utmost priority. We believe that advanced meters will offer tremendous benefits to our customers; however, should you be unsure about the meter or have further questions, we are happy to answer them. Please call us at 1-800-ENTERGY.
67 59 Entergy Arkansas, Inc. Joint Motion Exhibit 1 When will I receive my advanced meter? Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Installation of the meters will begin in 2019 with expected completion in 2021. If you’ve Pagereceived 60 of 82 this letter, your meter will be installed in approximately three months. We will inform you in advance when we are coming to your home or business to install the meter.
What can I expect during installation? Prior to your new meter, you will receive a notification from Entergy Arkansas letting you know when the upgrade will take place. The actual installation process should take about 15 minutes, but may result in a momentary loss of power. Before beginning, the installer will knock on your door so you can be prepared for any brief electric outages.
Should you have any concerns about the upgrade or loss of power, please let your installer know when he or she arrives. If there is no one at the premise, the installer will simply upgrade your meter. If the installer cannot gain access to your meter, a door hanger will be left with more information about how you can schedule your upgrade. Entergy Arkansas is working with contractors to install advanced meters across the state. Contractors will have a badged I.D., uniform and automobile cling displaying the Entergy logo.
How safe are these meters? The majority of homes and businesses in the United States currently have advanced meters. They operate by using radio frequency similar to many common devices such as mobile phones and appliances around the home, but at a significantly lower level. Many electronic devices, including your television, microwave, and baby monitor, use radio frequency technology.
This technology has been deemed safe by the Food and Drug Administration, Federal Communications Commission, and World Health Organization. For more detailed information about the safety of these meters, you can visit our health and safety page at energyfuturearkansas.com.
Is my Personal Information safe? Data security has been and always will be of utmost importance to Entergy Arkansas. We will continue to implement and maintain measures designed to protect your privacy and data. Please learn more by visiting energyfuturearkansas.com/security. Our privacy policy can be accessed at www.entergy-arkansas.com/privacy_legal/privacy.aspx.
Does Entergy Arkansas share my Personal Information with any of its vendors? Entergy Arkansas only shares Personal Information with vendors assisting it with providing regulated services, and as further described in our privacy policy. Our privacy policy can be accessed at www.entergy-arkansas.com/privacy_legal/privacy.aspx. For example, Entergy Arkansas shares information found on its customers’ bills with vendors who print such bills. Similarly, vendors who support Entergy’s IT infrastructure may have access to Personal Information.
Will Entergy Arkansas sell my Personal Information to third parties? Entergy Arkansas will only share your Personal Information in a manner that complies with our privacy policy (www.entergy-arkansas.com/privacy_legal/privacy.aspx); as detailed in that policy, we do not share Personal Information with third-party organizations for their commercial or marketing purposes, nor will we intentionally disclose your Personal Information to any third parties except for the limited purposes set forth in, and in compliance with, our privacy policy.
Under Arkansas law, Entergy Arkansas may only provide aggregated or non-customer identifying data to third parties for purposes other than regulated utility services without customers’ consent. 68 60 Entergy Arkansas, Inc. Joint Motion Exhibit 1 For example, aggregate data may be shared with regional transmission organizations Docketfor resource No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 planning purposes. Page 61 of 82
Entergy Arkansas will follow Arkansas laws regarding use of your Personal Information.
Will a meter reader still need to come to my home? Once the advanced meters in your network are installed, there will be little need for a meter reader to come to your home. Instead, this will be an automated process where we will bill according to your reported energy usage. You may receive a visit on occasion from a field employee to test or maintain equipment.
Will advanced meters be used to remotely turn off service? Advanced meters will enable Entergy Arkansas to remotely turn service on and off at your premises, making moving in and out of homes easier for our customers. This function can also be used to handle accounts with unresolved payment issues, following the consumer protection regulations that are currently in place for residential service.
Where can I find more information about advanced meters? Should you want any further information about the benefits of advanced meters or the reasons why we are upgrading our technology, please visit energyfuturearkansas.com. If you do not have access to a computer, please call us at 1-800-ENTERGY and we can provide this information over the phone or send it to you in the mail.
69 61 Entergy Arkansas, Inc. Joint Motion Exhibit 1 During-install Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 62 of 82 Door hangers Door hangers will be developed to use during meter installation. The door hangers will notify customers if their advanced meter was successfully installed or whether they need to call to schedule an installation. The door hanger will also contain overview information about Entergy Arkansas’ advanced meter program.
70 62 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Installer cards Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 63 of 82 Installer cards will be developed and provided to the meter installers to use if customers have questions in the field. The installer cards will contain overview information, a few FAQs and contact information.
71 63 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Post-install Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 64 of 82 Messaging Once a customer’s advanced meter is installed, Entergy Arkansas will begin a series of post-install communications aimed at educating customers on how to use the online energy-saving tools. The following functionalities will be highlighted:
· Near real-time: View your energy use daily, rather than waiting until you receive your monthly bill. Energy usage will be updated to the AMI portal every 4-5 hours, with displayed usage in 15-minute increments. · Forecasting: Compare hot vs. cold weather months or year-over-year activity. · Proactive alerting: The ability to set your monthly budget and energy use goals, and receive notifications when nearing your selected goal. · Bill-to-date: Continue to create your own billing schedule, by selecting when you receive your bill. · Personalized saving plan: Helps you optimize your energy usage depending on whether your goal is to maximum dollar savings, lower energy use or increased health and comfort. · Personalized efficiency tips: View a list of energy efficiency suggestions tailored around your needs and interests. Find out how much money each measure can save over time. · Similar home comparison: Understand how your energy use compares with nearby homes with similar square footage and occupancy. Below is a table that outlines the above core messaging and more, along with the purpose of the engagement.
72 64 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 65 of 82
Tactic/Channel Purpose Key Message
Entergy Website Log in access to the online tools Prominent visual placement on home from the home page page of entergyarkansas.com.
AMI Website Online resource for AMI Learn all the ways your new advanced information. Link to account meter can work for you and your login. family with near real-time energy usage, forecasting, proactive alerting, bill-to-date and personalized efficiency.
Materials: Email, Notice of meter installation Your new, advanced meter has Direct Mail, Etc. successfully been installed. Start managing your energy usage now.
Materials: Email, Introduce the online energy Welcome to a smarter energy future. Direct Mail, Etc. management tools Your new advanced meter brings you more control over your energy management. Now you can track your energy usage every day, choose to receive alerts around a pre-set budget, and get more energy efficiency tips. And, it’s easy. Simply log in to your account to get started.
Materials: Email, Educate further on the online Near real-time: View your energy use Direct Mail, Etc. energy management tools and daily, rather than waiting until you additional features of AMI receive your monthly bill. Energy usage will be updated to the AMI portal every 4-5 hours, with displayed usage in 15-minute increments. Forecasting: Compare hot vs. cold weather months or year-over-year activity. Proactive alerting: The ability to set your monthly budget and energy use goals, and receive notifications when nearing your selected goal. Bill-to-date: Continue to create your own billing schedule, by selecting when you receive your bill. 73 65 Personalized saving plan: Helps you optimize your energy usage depending on whether your goal is to maximum Entergy Arkansas, Inc. Joint Motion Exhibit 1 dollar savings, lower energyDocket use or No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 increased health and comfort. Page 66 of 82 Personalized efficiency tips: View a list of energy efficiency suggestions tailored around your needs and interests. Find out how much money each measure can save over time. Similar home comparison: Understand how your energy use compares with nearby homes with similar square footage and occupancy.
74 66 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 67 of 82 APPENDIX C
Stakeholder and Community List: Entergy Arkansas proposes the following list of stakeholders and community organizations in which to offer information and materials in advance and during AMI deployment.
OUTREACH COUNTY/REGION GROUP/ORGANIZATION EVENT/MEETING YEAR/QUARTER Resource: 2018/Q3 State Outreach Senior citizens daas.ar.gov/aaamap.html Hearing/vision impaired, Arkansas Department of 2018/Q3 State Outreach senior citizens, low income Human Services 2018/Q3 State Meeting Low income statewide Low Income Summit 2018/Q3 State Outreach Non-English speaking LULAC Arkansas Chapter Region VI Community Action Association annual 2018/Q3 State Meeting Low income statewide conference Legal Aid of Arkansas 2018/Q4 State Outreach Legal Aid of Arkansas meeting Central Arkansas 2018/Q4 State Outreach Low income Development Council Low-Income Home Energy Assistance Program 2018/Q4 State Outreach Low income (LIHEAP) 2018/Q4 State Outreach Low income Super Tax Days 2018/Q4 Little Rock/North Elected Official Little Rock Mayor meeting 2018/Q4 Cabot Elected Official Cabot Mayor meeting 2018/Q4 Beebe Elected Official Beebe Mayor 2018/Q4 Magnolia Elected Official Magnolia Mayor meeting 2019/Q1 McGehee Elected Official McGehee Mayor 2019/Q1 State Outreach AARP [email protected] 2019/Q1 Lake Village Elected Official Lake Village Mayor 2019/Q1 Dumas Elected Official Dumas Mayor 2019/Q1 Searcy Elected Official Searcy Mayor 2019/Q1 Stamps Elected Official Stamps Mayor 2019/Q1 Stephens Elected Official Stephens Mayor 2019/Q1 Junction City Elected Official Junction City Mayor 2019/Q1 El Dorado Elected Official El Dorado Mayor meeting 2019/Q2 State Meeting Low income statewide Low Income Summit Community Action Partnership Annual 2019/Q2 State Meeting Low income statewide Convention 2019/Q2 Heber Springs Elected Official Heber Springs Mayor 75 2019/Q2 Bald Knob Elected Official Bald Knob Mayor 67 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U 2019/Q2 APSCJacksonville FILED Time: 9/28/2018 3:53:22Elected PM: Recvd Official 9/28/2018 3:52:47 PM: DocketJacksonville 16-060-U-Doc. Mayor 110 meeting 2019/Q2 Eudora Elected Official Eudora Mayor Page 68 of 82 2019/Q2 Dermott Elected Official Demott Mayor 2019/Q2 Crossett Elected Official Crossett Mayor 2019/Q2 Smackover Elected Official Smackover Mayor 2019/Q2 Camden Elected Official Camden Mayor meeting See Little Rock/North in 2019/Q3 Little Rock South 2019/Q1 To reach out again if needed 2019/Q3 Lonoke Elected Official Lonoke Mayor meeting 2019/Q3 Hazen Elected Official Hazen Mayor meeting 2019/Q3 DeWitt Elected Official DeWitt Mayor 2019/Q3 Monticello Elected Official Monticello Mayor 2019/Q3 Fordyce Elected Official Fordyce Mayor 2019/Q3 Glenwood Elected Official Glenwood Mayor 2019/Q3 Arkadelphia Elected Official Arkadelphia Mayor 2019/Q4 Stuttgart Elected Official Stuttgart Mayor 2019/Q4 State Outreach Low income Super Tax Days 2019/Q4 England Elected Official England Mayor 2019/Q4 Sheridan Elected Official Sheridan Mayor 2019/Q4 Warren Elected Official Warren Mayor 2019/Q4 Hamburg Elected Official Hamburg Mayor 2019/Q4 Helena Elected Official Helena Mayor 2019/Q4 Gurdon Elected Official Gurdon Mayor 2019/Q4 Danville Elected Official Danville Mayor 2020/Q1 Pine Bluff Elected Official Pine Bluff Mayor 2020/Q1 Marianna Elected Official Marianna Mayor 2020/Q1 Clarendon Elected Official Clarendon Mayor 2020/Q1 Brinkley Elected Official Brinkley Mayor 2020/Q1 Dardanelle Elected Official Dardanelle Mayor 2020/Q1 Russellville Elected Official Mayor 2020/Q2 State Meeting Low income statewide Low Income Summit Community Action Partnership Annual 2020/Q2 State Meeting Low income statewide Convention 2020/Q2 Benton Elected Official Benton Mayor 2020/Q2 Malvern Elected Official Malvern Mayor 2020/Q2 Forest City Elected Official Forrest City Mayor 2020/Q2 Wynne Elected Official Wynne City Council 2020/Q2 Berryville Elected Official Berryville Mayor Believe Boone County 2020/Q2 Harrison Business Group Arkansas 2020/Q3 Maumelle Community Group Maumelle Rotary Club 2020/Q3 Hot Springs Elected Officials Hot Springs City Council 2020/Q3 Des Arc Elected Official Des Arc Mayor 2020/Q3 Hughes Elected Official Hughes Mayor 2020/Q3 Marion Elected Officials Marion City Council 2020/Q4 State Outreach Low income Super Tax Days 76 68 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U 2020/Q4 APSCConway FILED Time: 9/28/2018 3:53:22Elected PM: Recvd Officials 9/28/2018 3:52:47 PM: DocketVilonia 16-060-U-Doc. City Council 110 2020/Q4 Earle Elected Official Earle Mayor Page 69 of 82 2020/Q4 Marked Tree Elected Official Marked Tree Mayor 2020/Q4 Yellville Elected Official Yellville Mayor 2020/Q4 Mountain Home Elected Official Mayor 2021/Q1 Trumann Elected Official Trumann Mayor 2021/Q1 Wilson Elected Official Wilson Mayor 2021/Q1 Blytheville Elected Official Blytheville Mayor 2021/Q1 Marshall Elected Official Marshall Mayor 2021/Q1 Mountain View Elected Official Mountain View Mayor 2021/Q1 Batesville Elected Official Batseville Mayor 2021/Q2 Morrilton Elected Official Morrilton Mayor 2021/Q2 Monette Elected Official Monette Mayor 2021/Q2 Rector Elected Official Rector Mayor 2021/Q2 Corning Elected Official Corning Mayor 2021/Q2 Pocahontas Elected Official Pocahontas Mayor 2021/Q2 Walnut Ridge Elected Official Pocahontas Mayor 2021/Q2 State Meeting Low income statewide Low Income Summit 2021/Q3 Hardy Elected Official Hardy Mayor 2021/Q3 Newport Elected Official Newport Mayor 2021/Q3 Harrisburg Elected Official Harrisburg Mayor 2021/Q4 State Outreach Low income Super Tax Days
Media List: Entergy Arkansas proposes the following media outlets, listed by county, in which to inform about AMI.
Arkansas:
· DeWitt Era – Enterprise [email protected] · The Stuttgart Daily Leader [email protected] · KDEW-FM [email protected] · KWAK-AM/FM [email protected]
Ashley:
· Ashley News Observer [email protected] · Ashley County Ledger [email protected] · KAGH-AM/FM-KWLT [email protected] · KHMB-FM [email protected] · KWLT-FM [email protected]
Baxter:
· Baxter Bulletin [email protected] · KBOD FM [email protected] · KRZP-FM [email protected] · KOMT/KPFM [email protected] 77 69 Entergy Arkansas, Inc. Joint Motion Exhibit 1 · KTLO-AM/FM [email protected] Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 70 of 82 Boone:
· Harrison Daily Times [email protected] · KHOZ-AM/KHBZ-FM [email protected] · KCWD-FM/KNWA-AM [email protected]
Bradley:
· Eagle Democrat [email protected] · KWRF-FM/AM [email protected]
Calhoun:
· South Arkansas Sun [email protected] · KELD-FM [email protected]
Carroll:
· Carroll County News Midweek/Carroll County News Weekend carrollcountrynews@cox- internet.com · Lovely County Citizen [email protected] · KTHS-FM [email protected] · KESA-FM [email protected]
Chicot:
· Eudora Enterprise/ Chicot County Spectator [email protected]
Clark:
· The Standard [email protected] · The Daily Siftings Herald [email protected] · Gurdon Times [email protected] · KDEL-FM/KVRC-AM [email protected] · KWPS [email protected] · KYXK-FM [email protected]
Clay:
· Clay County Courier [email protected] · Clay County Times-Democrat [email protected] · KCCB-AM/KBKG-FM [email protected] · KBOA-FM [email protected]
78 70 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Cleburne: Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 71 of 82 · Sun Times [email protected] · KAWW-AM [email protected] · KSUG-FM [email protected]
Cleveland:
· Cleveland County Herald [email protected]
Columbia:
· Banner News [email protected] · KVMA-AM [email protected] · KBGB-FM [email protected] · KZHE-FM kzhe@kzhe.com · KVMZ-FM [email protected]
Conway:
· Conway County Petit Jean Country Headlight [email protected] · KVOM-AM/FM [email protected]
Craighead:
· Jonesboro Sun [email protected] · KAIT [email protected] · KJBX-FM/KJBX-HD2 [email protected] · KBTM-AM [email protected] · KFIN-FM [email protected] · KNEA-AM [email protected] · KDXY-FM/KDXY-HD2 & HD3 [email protected] · KKTZ-FM [email protected]
Crittenden:
· West Memphis Evening Times [email protected] · KCJF-FM [email protected] · KCXY-FM [email protected]
Cross:
· Wynne Progress [email protected] · KWYN-AM/FM [email protected]
Dallas:
· Fordyce News-Advocate [email protected] · KBJT-AM/KQEW-FM kbjt@coatesmedia.com 79 71 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Desha: Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 72 of 82 · Dumas Clarion [email protected] · McGehee-Dermott Times [email protected] · KXFE-FM [email protected] · KVSA-AM [email protected]
Drew:
· Advance Monticellonian [email protected] · KXSA-FM [email protected] · KGPQ-FM [email protected] · KHBM-AM/FM [email protected]
Faulkner:
· Log Cabin Democrat [email protected] · KMJX-FM/KDJE-FM [email protected] · KCNY-FM [email protected]
Fulton:
· Spring River Chronicle [email protected] · The News [email protected] · KAMS-FM/KALM-AM [email protected] · KSAR-FM · KHOM-FM/KBMV-FM [email protected] · KCMC-FM [email protected]
Garland:
· The Sentinel-Record [email protected] · Host Springs Village Voice [email protected] · KLAZ-FM/KBHS [email protected] · KZNG-AM/KQUS-FM [email protected] · KLZQ-FM [email protected] · KVRE-FM [email protected]
Grant:
· Sheridan Headlight [email protected] · KLRG-AM [email protected]
Greene:
· Paragould Daily Press [email protected] · KDRS-AM/FM [email protected] · KTPG-FM [email protected] 80 72 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Hot Springs: Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 73 of 82 · Malvern Daily Record [email protected] · KBOK-AM [email protected]
Independence:
· Arkansas Weekly [email protected] · Batesville Daily Guard [email protected] · KBTA-AM/FM/KZLE-FM [email protected] · KAAB-AM/KWOZ-FM [email protected]
Izard:
· White River Current [email protected] · Pacesetting Times [email protected] · The Melbourne Times [email protected] · KJMT [email protected] · KKIK-FM [email protected]
Jackson:
· Newport Independent [email protected] · KNBY-AM [email protected] · KOKR-FM [email protected]
Jefferson:
· Pine Bluff Commercial Appeal [email protected] · White Hall Journal [email protected] · KTPB-FM [email protected] · KCAT-AM [email protected] · KHUC-FM/KPBA-AM [email protected] · KIPR-FM [email protected] · KTRN-FM [email protected]
Lafayette :
· Lafayette County Press [email protected]
Lawrence:
· Ozark Journal [email protected] · Times Dispatch [email protected] · KIYS-FM/KIYS-HD2 [email protected] · KRLW-AM [email protected]
81 73 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Lee: Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 74 of 82 · Marianna Courier-Index [email protected]
Lincoln:
· Lincoln American [email protected] · Lincoln Ledger [email protected] · KOTN-FM [email protected]
Logan:
· Booneville Democrat [email protected] · Paris Express [email protected] · KBHN [email protected] · KQBK-FM [email protected] · KERX-FM [email protected]
Lonoke:
· England Democrat [email protected] · Lonoke County Democrat [email protected] · KPZK [email protected] · KHTE-FM [email protected] · KVDW [email protected] · KVLO-FM [email protected]
Marion:
· The Mountaineer Echo [email protected] · KCTT-FM [email protected]
Memphis:
· Commercial Appeal [email protected], [email protected] · Memphis Business Journal [email protected] · WREG [email protected] · WMC [email protected] · WHBQ [email protected] · WANT [email protected]
Miller:
· Texarkana Gazette [email protected] · KMJI-FM [email protected] · KPGG-FM [email protected] · KOSY-AM/KKYR-FM [email protected] · KEWL-FM/KKTK-AM [email protected] 82 74 Entergy Arkansas, Inc. Joint Motion Exhibit 1 · KTFS-FM/KYFS-AM [email protected] Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 · KYGL-FM/KPWW-FM [email protected] Page 75 of 82 · KTTY-FM [email protected]
Mississippi:
· Blytheville Courier [email protected] · Manila Town Crier [email protected] · Osceola Times [email protected] · KLCN-AM/KHLS-FM [email protected] · KAMJ-FM [email protected] · KOSE-am/KQXF-FM [email protected]
Monroe:
· Monroe County Herald [email protected] · KBRI-AM [email protected]
Montgomery:
· Montgomery County News [email protected]
Nevada:
· Nevada County Picayune [email protected]
Newton:
· Newton County Times [email protected]
Ouachita:
· Camden News [email protected] · KMGC/KAMD [email protected]
Perry:
· Perry County Petit Jean Country Headlight [email protected]
Phillips:
· Helena World [email protected] · KFFA-AM/FM [email protected] · KJIW-FM [email protected] · KCLT-FM/KAKJ-FM [email protected]
83 75 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Pike: Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 76 of 82 · Glenwood Herald [email protected] · Murfreesboro Diamond [email protected] · KWXI [email protected] · KMTB-FM [email protected]
Poinsett:
· Modern News [email protected] · Poinsett County Democrat Tribune [email protected] · KWHF-FM [email protected] · KEGI-FM [email protected]
Pope:
· The Courier [email protected] · KCON-FM [email protected] · KWKK-FM [email protected] · KARV-AM/FM [email protected]
Prairie:
· Grand Prairie Herald [email protected] · KFLI-FM [email protected]
Pulaski:
· Arkansas Democrat Gazette [email protected], [email protected] [email protected] · The Leader [email protected] · Arkansas Times [email protected] · The Daily Record [email protected] · The Times [email protected] · KARN [email protected] · KUAR newsroom [email protected] · KLRT/KARK [email protected] [email protected], [email protected] · KTHV [email protected] · KATV [email protected] · KZTS-FM [email protected] · KMJX-FM/KDJE-FM [email protected] · KABZ-FM/KKPT-FM [email protected] · KDIS-FM [email protected] · KPZK-AM [email protected] · KAAY-AM [email protected] 84 · KSSN-FM [email protected] 76 Entergy Arkansas, Inc. Joint Motion Exhibit 1 · KURB-FM [email protected] Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 · KWLR-FM [email protected] Page 77 of 82 · KTUV-AM Oscar Reyes 501.562.2661 · KOLL-FM [email protected] · KHKN-FM [email protected] · KMTL-AM [email protected] · KOKY-FM [email protected] · KLAL-FM [email protected]
Randolph:
· Pocahontas Star-Herald [email protected] · KPOC-AM/FM [email protected]
Saline:
· The Saline Courier [email protected] · KAFN-AM [email protected] · KHLR-FM [email protected] · KKSP-FM [email protected]
Scott:
· Waldron News [email protected]
Searcy:
· Marshall Mountain Wave [email protected] · KCGS-AM [email protected]
Sharp:
· Villager Journal [email protected] · Spring River Chronicle [email protected] · KFCM-FM [email protected] · KOOU-FM [email protected]
St. Francis:
· Times-Herald [email protected] · KTRQ-FM [email protected] · KXJK-AM/KBFC-FM [email protected]
Stone:
· Stone County Leader [email protected]
85 77 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Union : Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 Page 78 of 82 · El Dorado News-Times [email protected] · KDMS-AM/KLBQ-FM [email protected] · KELD-AM/KAGL-FM/KMLK [email protected] · KIXB-FM/KMRX-FM [email protected]
Van Buren:
· Van Buren County Democrat [email protected] · KGFL-AM/KHPQ-FM [email protected] · KFFB-FM [email protected]
White:
· Beebe News [email protected] · They Daily Citizen [email protected] · KVHU-FM [email protected] · KEAZ-FM [email protected] · KRZS [email protected] · KWCK-FM [email protected] · KSMD-FM [email protected]
Woodruff:
· Woodruff County Monitor Leader-Advocate [email protected] · KERL-FM [email protected]
Yell:
· Yell County Record [email protected] · Post-Dispatch [email protected] · KYEL-FM [email protected] · KCAB-AM/KCJC-FM [email protected] · KWXT-AM [email protected]
Statewide/Biz:
· Arkansas Business [email protected], [email protected], [email protected] · Talk Business [email protected], [email protected], [email protected] · Arkansas Democrat Gazette [email protected] · Associated Press [email protected] · Arkansas Money and Politics [email protected]
Spanish Language:
· Univision Rolando Ochoa [email protected] · De Queen Bee in Espanol [email protected] 86 78 Entergy Arkansas, Inc. Joint Motion Exhibit 1 · El Latino [email protected] Docket No. 16-060-U APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110 · La Prensa Libre [email protected] Page 79 of 82 · KSEC-FM [email protected] · KTUV-AM Fax: 501-421-5255 · KOLL-FM [email protected] · El Zócalo [email protected]
87 79 APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110
Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U Page 80 of 82
APPENDIX D
Below are the customer education and 120-day timelines found in the TIMING section of this plan.
88 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U Page 81 of 82
AMI Customer Education 90-Day Proposed Timeline
2018 2019 [-210 days] [-180 days] [-150 days] [-120 days] [-90 days] [-60 days] [-30 days]
June July August September October November December January February March
Customer Relations • Finalize website, email, text, • Begin bill insert and email • #1 meter customer • #2 meter customer • #3 meter customer Email, SMS, Web, Mobile mailer, FAQ, additional print to all customers communication - rolling communication - rolling communication - rolling Direct Mail, Bill Inserts, Printed Collateral collateral, additional content Content: Social Media, Videos distribution to all communication, going to communication, going to communication, going to Paid Media customers those customers who will those customers who will those customers who have Creative Development receive a meter in 90 days receive a meter in 2 weeks received their meters and Program Management (email/link to FAQ; mailed (email/text/mail alert) are ready to begin using the letter/FAQ) online energy management tools (email , direct mail, account messaging)
A A • All feedback requested on the • All feedback requested on the following items: bill insert, email, following items: customer customer communications (#s 1-2) communications #3
Stakeholder EducationAPSC FILED Time: 9/28/2018 3:53:22 PM: Recvd• Meetings,9/28/2018 3:52:47 presentations PM: Docket to16-060-U-Doc. key stakeholders 110 • In-person follow-up meetings (note: stakeholder outreach begins in the first quarter, 2018)
Employee Education • Internal communications ongoing throughout 2018 (note: internal • Supervisor FAQs distributed; training conducted • Internal communications continued communications began in 2016) • Contact Center training • Internal content finalized: updated FAQs, internal article, video of president
Community and Public Relations • Meetings, presentations to key community groups • Distribution of a press release, • Proactive, positive storytelling • Continued community outreach • Proactive, positive storytelling • Continued community outreach Partnerships and Events (note: community outreach begins in the first or second quarter, 2018) timed with bill insert distribution (investment, benefits) (education on energy management Media Relations • Continued community outreach • Continued community outreach tools)
Legend
Deployment begins
A Deadline for all feedback
Communications to all customers
Communications to customers receiving their meters; rolling communications
89 Entergy Arkansas, Inc. Joint Motion Exhibit 1 Docket No. 16-060-U Page 82 of 82
Advanced Metering Customer Education Proposed Tactical Timeline for 2018-2021
The red star below marks the start of the install period. For illustrative purposes, this timeline was built around the first group of meters to be installed. Education will be phased in tandem with the meter deployment schedule on a rolling basis.
2018 2019 2020 2021
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Meters In - Web Tools Activated - Focus on Focus on Energy Overarching Customer Education Rollout 120/90-Day Education Period Ongoing Education with Focus on Engagement Installation Management Messages Messages
Customer Communications
Email, SMS, Web, Mobile 120/90-Day Education Education Around Web Tools : Welcome, Activation of Benefits, Peak Education, Time of Use, Prepay, energy efficiency, etc. Direct Mail
Bill Inserts Bill Inserts May Be Used Throughout Deployment During Key Milestones: Meter Installation, Activation of Benefits, Peak Education
Print Collateral Print May Be Used Throughout Deployment During Key Milestones: Meter Installation, Activation of Benefits, Peak Education
Social Media Social Media Engagement
Videos Video Development and Continued Efforts
Paid Media Targeted advertising Around Web Tools Continue Advertising Strategy Around Web Tools, With Particular Focus on Issues Identified by Market Research
Creative Development Creative Development Support for Installation and Web Tools
Program Management Continued Program Management and Strategic Support During Execution
EmployeeAPSC Education FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47Employee PM: Docket EducationAround 16-060-U-Doc. 110 AMI
Stakeholder Education Ongoing Support for Stakeholder Education as Appropriate; Awareness and Benefits Messaging Around Deployment
Community and Public Relations
Partnerships and Events Target Community Outreach
Media Relations Proactive Public Relations
Market Research
Customer Research
Metrics Collection and Analysis
90 APSC FILED Time: 9/28/2018 3:53:22 PM: Recvd 9/28/2018 3:52:47 PM: Docket 16-060-U-Doc. 110
BEFORE THE ARKANSAS PUBLIC SERVICE COMMISSION
IN THE MATTER OF ENTERGY ) ARKANSAS, INC.’S APPLICATION FOR ) AN ORDER FINDING THE DEPLOYMENT ) OF ADVANCED METERING ) DOCKET NO. 16-060-U INFRASTRUCTURE TO BE IN THE ) PUBLIC INTEREST AND EXEMPTION ) FROM CERTAIN APPLICABLE RULES
JOINT MOTION EXHIBIT 2
AMI CUSTOMER EDUCATION PLAN DETAILED BUDGET
THIS EXHIBIT CONTAINS HIGHLY SENSITIVE PROTECTED INFORMATION AND IS PROVIDED PURSUANT TO APSC INTERIM PROTECTIVE ORDER NO. 1 DATED AUGUST 31, 2016.
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