Consolidated Edison: A comprehensive Customer Engagement Plan
The plan meets regulatory requirements and equips the utility with an actionable forward-looking execution strategy.
Date : June 13, 2017

A comprehensive Customer Engagement Plan for the utility’s Advanced Metering Infrastructure (AMI) business plan.


The Challenge

Engaging customers in AMI

Consolidated Edison Company of New York, Inc. (“Con Edison”) filed a business plan to implement an Advanced Metering Infrastructure (AMI) program to provide customers with more frequent and granular energy usage data. The New York State Public Service Commission (PSC) approved the plan conditioned on the filing of a Customer Engagement Plan detailing how the utility will engage customers in the roll-out and use of AMI.

Con Edison had to satisfy the PSC's broad regulatory requirements, which included data sharing, rate pilots, AMI deployment communication, privacy planning, third-party solicitation for revenue opportunities, and broader collaboration with third parties. Con Edison also wanted to create work plans that would allow it to transition quickly from planning to executing its strategy, and would remain relevant as technologies and customers' expectations evolve under the New York REV initiative.

Con Edison engaged West Monroe Partners, a team with deep industry expertise as well as deep skills in strategy and regulatory compliance, customer experience, project management, and technical implementation, to assist in completing the Customer Engagement Plan by the filing deadline.

In addition, West Monroe’s issue based consulting approach provided a tailored solution to Con Edison and its stakeholders.

The Approach

Maximizing collaboration and input

West Monroe Partners facilitated more than 20 workshops to build alignment among internal Con Edison staff — from analysts to general managers —representing an array of business functions: legal, customer outreach, corporate communications, digital customer experience, and AMI, among others.

The West Monroe team also helped Con Edison prepare four collaboration meetings with interested third parties to learn from their experiences and address their concerns. West Monroe then consolidated all input, enabling Con Edison to understand implications of its AMI initiatives and create a responsive plan.

The Solution

Distilling input into an execution-focused plan

West Monroe and Con Edison distilled information from workshops and meetings to help the utility understand and respond to concerns raised around AMI customer engagement.

As evidence of their extensive planning, West Monroe and Con Edison collaborated to write a 125-page Customer Engagement Plan that responded to the PSC's requests, addressed stakeholder concerns, and communicated Con Edison's approach for moving forward with its AMI implementation.

The Impact

A comprehensive and responsive plan

With West Monroe's support, Con Edison submitted a Customer Engagement Plan that outlines how the utility will inform and educate customers about AMI, and empower customers with AMI.

The Plan incorporates input from 26 third parties, including energy service companies, the Department of Public Service, professional organizations, and advocacy groups. In addition, it includes eight Fair Information Practice Principles in accordance with the Organization for Economic Cooperation and Development (OECD) Privacy Guidelines, based on West Monroe's privacy assessment of Con Edison's AMI program.

Thanks to the breadth and depth characterizing West Monroe and Con Edison's planning, Con Edison has positioned itself to effectively engage customers as part of its AMI program.

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