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	<title>VaasaEtt Global Energy Think Tank &#187; CSI/CRM and Billing</title>
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	<description>value-to-all through Interactive Community and Collaborative Projects</description>
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		<title>Status Review of the Implementation of EC Good Practice Guidance for Billing</title>
		<link>http://www.vaasaett.com/2010/09/status-review-of-the-implementation-of-ec-good-practice-guidance-for-billing/</link>
		<comments>http://www.vaasaett.com/2010/09/status-review-of-the-implementation-of-ec-good-practice-guidance-for-billing/#comments</comments>
		<pubDate>Thu, 16 Sep 2010 13:20:00 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[billing]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=5370</guid>
		<description><![CDATA[This document (E10-CEM-36-03) is an ERGEG report monitoring the
implementation of the Good Practice Guidance for Billing published by the
European Commission in 2009.
This document seeks to investigate which billing improvements are carried out or
envisaged in ERGEG member and observer countries. Furthermore, the status quo
of energy billing requirements is covered as are the different approaches countries
may have chosen to provide for requirements and guidelines on billing form,
content and design.]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.energy-regulators.eu/portal/page/portal/EER_HOME/EER_PUBLICATIONS/CEER_ERGEG_PAPERS/Customers/Tab1/E10-CEM-36-03_EC%20billing%20guidance_8-Sept-2010.pdf">Click here to download this report</a></p>
]]></content:encoded>
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		</item>
		<item>
		<title>Incentive Payments in Time-of-Day Electricity Pricing Experiments: The Arizona Experience</title>
		<link>http://www.vaasaett.com/2010/05/incentive-payments-in-time-of-day-electricity-pricing-experiments-the-arizona-experience/</link>
		<comments>http://www.vaasaett.com/2010/05/incentive-payments-in-time-of-day-electricity-pricing-experiments-the-arizona-experience/#comments</comments>
		<pubDate>Wed, 12 May 2010 14:24:16 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[Arizona]]></category>
		<category><![CDATA[billing]]></category>
		<category><![CDATA[pricing]]></category>
		<category><![CDATA[TOD]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=4138</guid>
		<description><![CDATA[The Public Utility Regulatory Policy Act of
1978 (PURPA) required all electric utilities
to implement time-of-day (TOD) pricing or else
to "show cause" why TOD rates should not be
implemented in their service areas. In order to
comply with PURPA, electric utilities and public
utility commissions have been searching for evidence
pertaining to the costs and benefits of TOD
pricing in the residential sector. Some of the
most relevant evidence on this subject has been
generated in the TOD Demonstration Projects
sponsored by the former Federal Energy Administration
(FEA). I
The primary purpose of the present paper is to
clarify the record with regard to the incentive
payment that was implicit in the Arizona experiment
during its first year. Previous studies of the
Arizona data (Aigner and Hausman, 1980; Atkinson,
1977; Miedema et al., 1978; and Taylor,
1977) have either ignored this implicit payment
or else not properly taken it into account. This
has resulted in serious misrepresentations in both
the magnitude and direction of the Arizona TOD
responses. In the sections that follow, we shall
describe in detail the implicit incentive scheme,
indicate a way to take it into account, and provide
some estimates of time-of-day price elasticities
that are free of its confounding effects.
While the focus is on the Arizona experiment,
the problems analyzed are general and can arise
in any field experiment in which incentive
schemes play a role.]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.jstor.org/stable/pdfplus/1924409.pdf">More about this report</a></p>
]]></content:encoded>
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		</item>
		<item>
		<title>Bill Me This Way! – Customer preferences regarding electricity bills in Sweden</title>
		<link>http://www.vaasaett.com/2010/05/bill-me-this-way-%e2%80%93-customer-preferences-regarding-electricity-bills-in-sweden/</link>
		<comments>http://www.vaasaett.com/2010/05/bill-me-this-way-%e2%80%93-customer-preferences-regarding-electricity-bills-in-sweden/#comments</comments>
		<pubDate>Wed, 12 May 2010 13:36:32 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[billing]]></category>
		<category><![CDATA[billing for actual use]]></category>
		<category><![CDATA[customer preferences]]></category>
		<category><![CDATA[customer survey]]></category>
		<category><![CDATA[electricity bill]]></category>
		<category><![CDATA[energy behaviour]]></category>
		<category><![CDATA[feedback instrument]]></category>
		<category><![CDATA[sweden]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=4121</guid>
		<description><![CDATA[The liberalised electricity market in Sweden stresses the
fact that the electricity companies must focus on customer
satisfaction. Two major customer surveys concentrating on
households’ requirements concerning the electricity bill
have been carried out in spring 2002. The interest in energy
management lies within the fact that the electricity bill can
be used as a feedback instrument to influence energy behaviour
and the consumer’s awareness of energy usage.
What kind of information do households really want on
their bills? What do users think of the information they get
on the bill today? How frequently do they want the bill to
come? What information or which services should be included
on the bill regarding content, design, medium and frequency?
How important is it whether the bill is based on
actual readings of electricity use and not just on preliminary
estimates?
The experience of Swedish households indicates that the
information included in the electricity bill is difficult to understand.
Most customers feel that it is important that the
bill is based on current readings of electricity usage. The
electricity bills are not coming frequently enough to enable
the households to relate their usage of electricity to habits
and behaviour in everyday life. Historical information on the
household’s electricity usage could be added to the information
in the bill to make such relations between electricity
consumption and habits visible, although there are some
limitations due to the format of the bills. The cost of the feedback is also an obstacle since neither the sender of the
bill nor the receiver is willing to pay for the information.]]></description>
			<content:encoded><![CDATA[<p><a href="http://domo.cust.pdc.nl/9307000/d/q54.pdf">Click here to download this report</a></p>
]]></content:encoded>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Billing Feedback As A Means To Encourage Household Electricity Conservation:  A Field Experiment in Helsinki</title>
		<link>http://www.vaasaett.com/2010/05/billing-feedback-as-a-means-to-encourage-household-electricity-conservation-a-field-experiment-in-helsinki/</link>
		<comments>http://www.vaasaett.com/2010/05/billing-feedback-as-a-means-to-encourage-household-electricity-conservation-a-field-experiment-in-helsinki/#comments</comments>
		<pubDate>Wed, 12 May 2010 13:33:41 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[Pilot Studies]]></category>
		<category><![CDATA[billing]]></category>
		<category><![CDATA[Electricity consumption]]></category>
		<category><![CDATA[Feedback]]></category>
		<category><![CDATA[finland]]></category>
		<category><![CDATA[residential]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=4119</guid>
		<description><![CDATA[The aim of this experiment was to determine the effects of consumption feedback on residential electricity consumption.  About 700 families living in detached houses heated with electricity participated in the experiment.  The households were divided into four similar groups:  three experimental groups and one control group.  During the experiment all experimental groups received bills based on actual consumption –not average bills as before.  During the second year groups 2 and 3 received also comparative feedback about their electricity consumption, which included saving tips for group 3.  The consumption of all groups increased because of cold weather.  However, the increase of the experimental groups was clearly smaller than that of the control group.  From the year 1989 to 1991 the consumption increase in the control group was 1%-units more than in group 1 and 3 – 4.7% - units more than in groups 2 and 3.  The consumption changes suggest that the billing for actual use did not have some effects on consumption, and that feedback further increased the savings.  However, the saving tips did not have effects on consumption any more than the feedback alone.  In addition, the final interviews and questionnaires suggest that the new billing system and feedback made people more aware of their consumption.  Customers’ responses to the new system were also positive.  The two and a half years experiment (1990-1992) was carried out jointly by the Helsinki Energy Board and the Department of Social Psychology at the University of Helsinki.]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.eceee.org/conference_proceedings/eceee/1993/Panel_3/p3_2/Paper/">Click here to download this report</a></p>
]]></content:encoded>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Advances in the Use of Consumption Feedback Information in Energy Billing: The experiences of a Norwegian energy utility</title>
		<link>http://www.vaasaett.com/2010/05/advances-in-the-use-of-consumption-feedback-information-in-energy-billing-the-experiences-of-a-norwegian-energy-utility/</link>
		<comments>http://www.vaasaett.com/2010/05/advances-in-the-use-of-consumption-feedback-information-in-energy-billing-the-experiences-of-a-norwegian-energy-utility/#comments</comments>
		<pubDate>Wed, 12 May 2010 13:25:43 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[billing]]></category>
		<category><![CDATA[Feedback]]></category>
		<category><![CDATA[norway]]></category>
		<category><![CDATA[residential]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=4117</guid>
		<description><![CDATA[Over the past three years Stavanger Energi (recently merged with four other companies to form the Lyse Energi
Group), with support from the Norwegian Water and Power Authority (NVE), has made significant
improvements in the layout and information content of its bills. Historical feedback, which shows how much the
recipient consumes in every billing period of the current and previous years, is now incorporated in graphic
format on all residential bills. Two other types of consumption feedback have recently been tested with positive
results. One is normative feedback, which provides households with information on how much energy it uses in
relation to other households of similar type and size. The other is desegregation of end use into categories such
as heat, light, kitchen appliances, etc., based on questionnaire and consumption data. These efforts are important
for two reasons, one to make households aware of their energy use and thereby provide a better platform for
energy savings, the other to improve communications between the energy utility and the energy customer. The
latter is particularly important in Norway’s completely open competitive electricity market where every
customer can freely choose its supplier. In order to avoid migration of customers, positive consumer relations
and good communication are essential characteristics of a successful utility. These developments in billing
information in Stavanger Energi should be of interest for a wide audience, as information-poor bills are still the
norm in much of Europe.]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.eceee.org/conference_proceedings/eceee/1999/Panel_3/p3_2/Paper/">Click here to download this report</a></p>
]]></content:encoded>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Measured Energy Savings From a More Informative Energy Bill</title>
		<link>http://www.vaasaett.com/2010/05/measured-energy-savings-from-a-more-informative-energy-bill/</link>
		<comments>http://www.vaasaett.com/2010/05/measured-energy-savings-from-a-more-informative-energy-bill/#comments</comments>
		<pubDate>Tue, 11 May 2010 17:14:20 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Feedback]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[Pilot Studies]]></category>
		<category><![CDATA[billing]]></category>
		<category><![CDATA[energy bill]]></category>
		<category><![CDATA[energy savings]]></category>
		<category><![CDATA[norway]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=3957</guid>
		<description><![CDATA[In this paper, we present the results of a three-year investigation of the relationship between billing information and
household energy consumption in Oslo, Norway. The hypothesis tested in the study is that a more informative energy bill
will result in more efficient energy use in the home. The consumption data from the third and final year of the experiment
confirm the hypothesis in a resounding way: more informative bills resulted in energy savings of about 10%. Questionnaire
and interview data show that those who received experimental bills paid more attention to the bills, were more likely to
discuss bills with other members of the household, and were positive to continuing with the experimental billing system. There
are greater costs associated with the more frequent and informative bill which was tested, but we have estimated that costs
are minimal in relation to savings. Each kWh of saved energy has a cost of only about 0.07 Nkr ($0.01). Since the techniques
which were tested do not require extensive training or major technical innovations, they can be easily put into practice. These results on energy savings and consumer response to better billing feedback should be of interest to the many utilities around the world which have billing systems similar to the one in Oslo.]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.sciencedirect.com/science?_ob=ArticleURL&amp;_udi=B6V2V-3YCMGR9-6&amp;_user=1234512&amp;_coverDate=12/31/1995&amp;_rdoc=1&amp;_fmt=high&amp;_orig=search&amp;_sort=d&amp;_docanchor=&amp;view=c&amp;_searchStrId=1331447521&amp;_rerunOrigin=google&amp;_acct=C000052082&amp;_version=1&amp;_urlVersion=0&amp;_userid=1234512&amp;md5=ea041d8c5a027a882a1afad10c43888e">More about this report</a></p>
]]></content:encoded>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Testimony of Ms. Anita Eide Regarding Comparative Electric Utility Billing Information</title>
		<link>http://www.vaasaett.com/2010/05/testimony-of-ms-anita-eide-regarding-comparative-electric-utility-billing-information/</link>
		<comments>http://www.vaasaett.com/2010/05/testimony-of-ms-anita-eide-regarding-comparative-electric-utility-billing-information/#comments</comments>
		<pubDate>Tue, 11 May 2010 14:24:09 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[billing]]></category>
		<category><![CDATA[Energy conservation]]></category>
		<category><![CDATA[testimony]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=3921</guid>
		<description><![CDATA[I am currently pursuing a Ph.D. in Urban Affairs and Public Policy at the University of
Delaware, where I am affiliated with the Center for Energy and Environmental Policy
(CEEP). I am Norwegian and my doctoral dissertation investigates Norwegian energy policy
with a focus on residential energy efficiency policy and energy information measures.
Prior to joining the University of Delaware I received a Masters in Environmental Studies,
with a concentration in Environmental Policy, and a Bachelors in Marketing and Economics,
both from the University of Strathclyde in Glasgow, Scotland.
While at CEEP, I have worked as policy analyst and research associate on two major energy
information projects: 1) The Energy Star Billing program, a pilot innovative billing
information project funded by the U.S. Environmental Protection Agency (EPA)1 and 2) The
National Information Infrastructure Project. 2 Under a U.S. Department of Energy contract,
we co-operated with Dr. Charles Goldman at the Lawrence Berkeley National Laboratory in
California, to assess and evaluate consumer interest in communications-based energy
information services. On both projects I worked under Dr. Willett Kempton, Senior Research
Scientist at the CEEP.
Prior to working with Dr. Kempton, I was a research associate at the CEEP on contract with
the Delaware General Assembly – providing technical assistance on the formulation of viable
growth management policies for the State of Delaware, as well as with the Delaware Office of
Public Advocate, providing technical assistance on questions concerning public utility
deregulation and possible impacts on consumers, and preparing evidence presented in dockets
before the Delaware Public Services Commission.
In 1997 I received a doctoral fellowship from the Norwegian Research Council to investigate
energy information measures and electric utility billing information in Norway, in particular. I
joined Dr. Hal Wilhite’s billing feedback project group the same year. I participated in focus
group research and in numerous meetings during the development and experimental testing of
the project’s comparative graphic displays, in particular normative feedback and
disaggregation of end use. Furthermore, I also acted as liaison between the project groups in
Norway and the US. Though there are differences both in approach and results, both projects
have benefited from an exchange of information and experiences.
A complete list of references providing detail about both projects, the evaluations and
background can be found at the end of this document. I have also included a list of my most
relevant publications from the projects mentioned above in Appendix G.]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.rncreq.org/pdf/Expertise%20de%20Mme%20Eide.R-3.pdf">Click here to download this report</a></p>
]]></content:encoded>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How Customers Interpret and Use Comparative Graphics of Their Energy Use</title>
		<link>http://www.vaasaett.com/2010/05/how-customers-interpret-and-use-comparative-graphics-of-their-energy-use/</link>
		<comments>http://www.vaasaett.com/2010/05/how-customers-interpret-and-use-comparative-graphics-of-their-energy-use/#comments</comments>
		<pubDate>Tue, 11 May 2010 14:20:00 +0000</pubDate>
		<dc:creator>Sean</dc:creator>
				<category><![CDATA[CSI/CRM and Billing]]></category>
		<category><![CDATA[Knowledge Center]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[graphical displays]]></category>
		<category><![CDATA[usa]]></category>

		<guid isPermaLink="false">http://www.vaasaett.com/?p=3919</guid>
		<description><![CDATA[Comparative energy information is one method energy policymakers have employed to motivate consumers
to reduce their energy use. The US appliance labeling program, for example, has used graphical displays
to illustrate the differences in energy consumption among home appliances. Little is known, however, about
how consumers interpret various graphical displays and/or how they use the information. Additionally,
subtleties in the accuracy with which these graphical displays convey the underlying data have yet to be
addressed in the research literature.
This paper presents research on interpretation of graphical displays developed and tested by University of
Delaware’s Center for Energy and Environmental Policy under a cooperative agreement with the United
States Environmental Protection Agency. The objective of the research is to provide utilities with tools that
improve customers’ ability to: (1) evaluate their energy use relative to others and (2) to measure the effects
of their own efficiency efforts. Drawing upon the results of semi-structured interviews and a mail survey,
we discuss the relative strengths and weaknesses associated with alternative display options. We have
identified a number of problems with existing methods of presenting energy information in the areas of:
(1) customer interpretations of the graphical displays and (2) their accuracy and reliability. We conclude
with some suggestions as to how further research could address and overcome these problems.]]></description>
			<content:encoded><![CDATA[<p><a href="http://eetd.lbl.gov/payne/publications/HowCustomersUseandInterpret.pdf">Click here to download this report</a></p>
]]></content:encoded>
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