The success of the Smart Grid will depend in part on consumers taking a more proactive role in managing their energy use. This document is the result of a nine-month effort to compile information on the successful approaches used by utilities to engage customers regarding smart grid technology deployments. Voices of Experience: Insights on Smart Grid Customer Engagement provides practical advice from utilities that have implemented smart grid projects to educate and engage their customers.
Customer engagement within the electric power industry is an evolving, ongoing process that is just beginning to emerge. While this guide may lean towards advanced metering infrastructure (AMI)/smart meter customer engagement (that is the technology on which participating utilities were most often focused), the principals and insights apply to a much broader perspective including engaging customers for dynamic pricing programs, demand response programs, distribution automation (e.g.; outage communication), and other technology such as home area network (HAN) devices.