Not so long ago, setting up a new computer was a hassle. Thankfully, technology companies have largely remedied this complexity, and customers now expect products, from smart phones to computers, to work right out of the box.
In the utility world, Home Energy Management System (HEMS) devices like smart thermostats, electric vehicle chargers, solar panels, lighting controls, water heater controls, and pool pump controls are at the center of residential utility efficiency and demand response programs. These connected energy technologies promise to create a tightly integrated smart home, where residents can control their comfort and energy use with a few taps of their mobile devices or clicks on their web app.
Unfortunately, installing and provisioning HEMS devices to smart meters is still as painful as setting up those old computers. From my experience working with pioneering utilities like National Grid and Glendale Water & Power, I’ve seen this process unnecessarily slow HEMS customer adoption and make it all too difficult for utilities to meet their goals. The challenge is figuring out how to make HEMS devices a snap to install, while ensuring they are secure and reliable for both the homeowner and utility.
So what’s the problem?
Let’s take a look at the HEMS installation process. Right now, the utility-deployed installer starts by finding and writing down the 12-digit MAC address and 16-digit installation code for every HEMs device: from smart thermostats and in-home displays to electric vehicle charging stations and smart plugs. The installer then calls the utility operations center and reads each MAC/ installation code combination aloud.
Like any manual process, there’s ample room for error. It’s amazing how 8’s look like B’s, and the number zero can be confused with the letter ‘o.’ Over the course of thousands of HEMS installations, we’ve seen that more than 25 percent of MAC addresses and install codes are read and entered incorrectly. Worse yet, when the installation fails, diagnosing the issue can consume frustrating hours of manpower, all while a customer (that has taken time out of their busy schedule) stands by watching. This entire process could take up to an hour and a half to complete.
In short: we’re a long way from meeting today’s ‘out of the box’ technology standard. And that’s a shame. Engineers have designed and built elegant technological solutions. HEMS devices are specifically meant to engage customers and improve their experience with energy, but that labor of love is undermined by complex system installation.
It’s a critical design flaw – and it’s time to hold ourselves accountable.
The HEMS is poised to create a magical customer experience that fundamentally changes how we use energy at home. Yes, there will be a few bumps along the way, but like with all new things this technology will evolve and improve. We just need to keep thinking ‘out of the box.’
Designing for speed
The experts who solved the computer setup problem did so with smart technology, and my company, CEIVA Energy, did the same. We developed a mobile HEMS provisioning tool called HANs-On that runs on an iPhone and allows installers to scan barcodes on HEMS devices and automatically sync MAC addresses with utility servers. This brings the HEMS online far faster. Since it’s fully automated, utility employees eliminate long searches for install codes, garbled voice calls, bad handwriting, data entry or transposed numbers. Staff can log jobs and track their day, perform installation surveys to track feedback, and take installation pictures directly within the app to better track problems and successes. The HANs-On app also verifies the customer account and provides a map to the house. We’re even bypassing those tedious manuals altogether.
A new installation app may sound minor, but this pioneering approach solves a significant problem that nobody else has addressed, translating into instant joy for utilities. Several utilities that have deployed HANs-On, including National Grid, found that the technology slashed installation time from half an hour per device to less than a minute – delivering a real ‘wow’ factor to utility workers accustomed to the old, painful way. Since most installers and operations center staff bill hourly, this translates into impressive utility savings that scales with the growth of efficiency programs. Utilities can also test HEMS devices immediately and fix them on the spot, rather than having to return in a separate trip. These benefits are transforming the bottom line for utilities, helping to meet goals far more efficiently while engaging customers around new technology.
About the Author
Dean Schiller is the founder and CEO of CEIVA Energy, a comprehensive, flexible utility-controlled Home Energy Management System (HEMS) provider. CEIVA partners with utilities across North America--from Glendale Water & Power to SDG&E and National Grid--to engage with residential customers and meet goals. Schiller is a former Walt Disney executive and guided the technology behind numerous classics such as Beauty and the Beast, Pocahontas, Aladdin and The Lion King.
