Program DesignPrint
Bookmark and Share

CSG’s History of Community-Based Outreach

“Energy Fitness” Program ExamplesSample

Clients: Multiple clients in MA & WI
Location: New England and the Midwest

Challenge/Business Need

Utility companies benefit when their customers run their homes as efficiently as possible, and consumer costs are lower. But educating and assisting customers can be difficult, due to factors such as:

  • Lack of awareness about energy efficiency and conservation
  • Language barriers and isolated lifestyles
  • Skeptical attitudes, especially among tenants and seniors

CSG’s ROLE

In the 1990s, CSG created “Energy Fitness” programs tailored for several communities. These programs set a foundation for today’s community initiatives implemented by CSG. Using a multi-faceted, community-based approach, CSG delivered high participation rates through:

  • Streamlined start-up
  • Ongoing training
  • Marketing tailored to community needs
  • Thorough implementation of efficiency measures
  • Effective quality control
  • Accurate tracking and reporting
  • Monitoring of subcontractors to ensure quality of technical assessments, installations and customer relations

COMMUNITY BENEFITS:

  • Helping customers achieve a higher level of energy fitness
  • Improved customer relations
  • Decrease need for future power sources
  • Positively impact the environment

RESULTS:

  • Almost 200,000 utility customers received services and education
  • Follow-up data showed extremely high retention rates
  • Greater awareness of energy conservation by participating customers
  • Higher participation in utility rebate and incentive program

Strategy & goals

Working with community leaders and organizations, CSG developed comprehensive, tactical strategies for effective outreach and seamless execution. These include:

  • Assess housing stock, demographics, security and safety issues, language barriers and home ownership
  • Assemble teams including a crew chief, canvassers and installers
  • Make each visit cost-effective by exploring all opportunities for savings
  • Refer customers to programs aimed at helping low-income residents and gaining public support
  • Guarantee consistency of giveaways across households (e.g. efficient appliances, light bulbs, shower and faucet aerators)

Goals included:

  • Maximize retention rates by gaining customer acceptance of installations of instant savings measures (e.g. energy efficient showerheads)
  • Leave customers with positive feelings about their role in reducing the need for new power generation
  • Deliver maximum energy savings that reap financial benefits and have a positive impact on the community and the environment

Impact

CSG has made an enormous positive impact in markets with very different characters, challenges and goals.

  • In inner-city Boston, CSG worked with Boston Edison and Northeast Utilities to deliver door-to-door energy efficiency education program to 20,000 residents during one year, with retention rates between 92 and 98 percent.
  • In several moderate-income Massachusetts neighborhoods, CSG worked with Massachusetts Electric, a National Grid company, to bring significant energy and cost savings to more than 1,500 households.
  • In northeast and central Wisconsin, CSG worked with Wisconsin Public Service Corporation to help their customers lower energy costs and gas and electricity use while increasing their comfort, health and safety. More than 115,000 installations were accomplished over five years.

CSG Contacts

Robert Eckel, New England Regional Director
Bill Footer, Multifamily Program Manager

Tasteful Flourish