New smart grid consumer strategy: Hold their hands, says KEMA

It wasn't long ago we told you about GE teaming with Flathead Electric Cooperative on a peak-time pilot involving about 150 Montana households. Now the consulting firm KEMA is partnering with NorthWestern Energy, also in Montana, on a project that will connect approximately 200 Montana utility customers to the smart grid.

KEMA will install HAN equipment in homes and do direct outreach to educate customers on equipment use and benefits so they can take advantage of the new systems. According to KEMA, this relationship component is unique and is expected to play a significant role in the success of the project, which is piece of the $178 million stimulus-funded Pacific Northwest Smart Grid Demonstration Project

As John Masiello, a senior director at KEMA put it, "Customer education is an essential cornerstone of the energy industry’s smart grid transition. It’s critical to have a firm understanding of customers’ needs and behaviors."

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