CASE STUDIES 8 of 8

The Conservation Incentive Program

Cascade Natural Gas Washington Customers Save Money and Energy

Client: Cascade Natural Gas
Location: Washington

Challenge/Business Need

In 2008, Conservation Services Group was awarded a 3-year contract with Cascade Natural Gas (CNG), to manage the Conservation Incentive Program. This program services existing, new construction, and ENERGY STAR® homes in the utility’s Washington service territory.

CNG has approximately 250,000 customers, served by four operational regions: Western, Northwest, Central and Southern.

CSG’s ROLE

CSG is responsible for delivering a conservation program that meets yearly therm-saving targets and creates customer awareness about the Conservation Incentive Program through marketing efforts. By meeting these targets and increasing awareness, CNG customers can help reduce their carbon footprint.

CSG is also responsible for recruiting and training a network of Trade Ally contractors throughout CNG Washington service territory. These builder and contractor alliances are critical for extending the overall reach of energy-efficiency services.

Strategy & goals

In addition to creating customer awareness through sustainability events and trade shows, CSG also:

• Developed a Trade Ally recruitment schedule and strategy to serve Washington
  
• Provided training on program guidelines and best practices to Trade Allies
  
• Used low-cost direct mail options to promote incentives (e.g. bill inserts and monthly newsletters)
  
• Increased builder awareness about ENERGY STAR homes

In July of 2009, CSG transitioned incentive processing from a third party to our Portland call center. By moving incentive processing in-house, CSG Portland is able to better communicate incentive status and report real-time data back to CNG.

To provide high-quality service, CSG created a database that collects and stores valuable program information, and has invested heavily in a new reporting infrastructure to leverage the data and steer the program to future success.

In one month, the Portland call center has processed 351 incentive checks totaling in excess of $71,000, putting the program well on its way to meeting 2009 savings goals.

Impact

CGS staff have recruited and built a robust Trade Ally network throughout CNG territory. Through training and mentoring, Washington contractors provide energy-saving education, incentive information and energy-efficiency expertise to CNG customers.

With experienced incentive processing staff, continued contractor training, development of new initiatives and program awareness through marketing, CSG anticipates the Conservation Incentive Program will continue to exceed therm-savings goals during the third contract year.

Program	Savings	Incentives
Existing Homes standalone	110,601	$295,915
Existing Homes weatherization	66,822	$376,013
Builder incentives (E* Whole-Home Pkg)	32,344	$114,300
New Homes standalone incentives	12,007	$10,575
Energy Saver Kits	140,246	$73,362
Total	362,020	$870,165
* Total program savings through July 2009

CSG Contacts

Jacqueline Tellier, CSG Marketing Coordinator