IndEco delivered CDM training to NPEI CSRs and Billing Clerks

When: January 25-26, 2011

Where: on-site at NPEI

UPDATE 2011-1-27: The training sessions went very well, and the response from our client and the participants was overwhelmingly positive! Below are some of the testimonials we received:

“Program was well designed and executed perfectly. The mix of program design and interaction with participants was well-balanced. The materials will be a reference for all CSRs and Billing Clerks.”
-Sue Forcier, Manager of Marketing, Communications and Public Affairs at NPEI

“Necessary info to do our jobs.”
-Sheila Blackwell

“What a great training session—fun, informative, and informal. It was a pleasure.”
-Laura Dennis

“The facilitators are very knowledgeable and presented the info in a way we could all understand.”
-Anonymous

“Presenters were very knowledgeable and spoke extremely well.”
-Gayle Ashby

“Amy and Judy were very knowledgeable, easy to listen to, and they were amazing at explaining everything in English. Very informative.”
-Anonymous

“Very informative. I feel much more comfortable with the topic. Thank you.”
-Susan Barnes

“Great information. Informative and job-specific.”
-Anonymous

Original article follows:
Since the Green Energy Act received Royal Assent on May 14th, 2009, conservation and demand management (CDM) is part of the core business (a condition of licence) of every Ontario electric utility. With the release of the Minister of Energy's Directive on March 31st and the Ontario Energy Board's CDM Code on September 16th, 2010, every Ontario electric utility has aggressive energy savings and peak demand reduction targets that must be met by December 31st, 2014. Targets must be met through the Ontario Power Authority Programs and optional Board-Approved Programs. Such changes to electric utilities' core business will require utility-wide efforts, and as the first line of contact with customers, customer service staff require some orientation.

Based on a request from Niagara Peninsula Energy Inc. (NPEI), IndEco has develop a customized half-day training course for NPEI's customer service representatives (CSRs) and Billing Clerks on CDM and the new Ontario Power Authority (OPA) CDM programs.

On January 25th and 26th, in partnership with The MEARIE Group, IndEco will deliver the course to 30 NPEI CSRs and Billing Clerks. The course will cover the basics of CDM, put CDM in context, highlight CDM's importance to NPEI and its customers, and detail the new OPA CDM programs and protocols. The course aims to broaden the customer service staff's understanding of CDM-- the rules, the key players, the targets and performance incentives, and their vital role-- such that they will be informed and empowered to better assist customers, encourage participation in CDM programs, and improve customer relations.

One of the images used in the course, illustrating CSRs as the critical link with customers:

Another image used in the course, illustrating CSRs as a key market player:


If your electric utility is interested in learning more about a customized training for your customer service staff, please contact Amy Snook at asnook@indeco.com.

Related information

IndEco and The MEARIE Group offer 7 courses on CDM for CDM professionals
IndEco delivering Introduction to the Principles of CDM for CDM Professionals, March 1-2, 2011