Smart Energy Solutions Program is coming to Worcester, MA
Frequently asked questions
The Smart Energy Solutions program is a special opportunity for selected customers in Worcester to conserve energy and potentially save money on their electric bills. The program will provide participating customers with access to information regarding their electricity usage in near real time, 24/7, instead of simply at the end of the month. This will allow consumers to learn ways to become more energy efficient. It also provides participating customers with opportunities to save money by reducing use during expensive periods. Participating customers will also have the option to choose from the very latest energy management technologies to potentially maximize their savings.
For National Grid, this program will test the usefulness of available next-generation technology, including smart meters. Participating customers will be helping to chart the modernization of the existing electric grid in order to help customers take better control over their energy usage, including the potential to reduce their energy consumption and costs.
The goal of the program is to empower customers to better manage their energy use. Both National Grid and the Massachusetts Department of Public Utilities aim for customers to achieve a five percent reduction in electricity use as part of the program.
The key benefits of the program include greater energy efficiency, greater customer access to energy management information, greater choice for customers in how they use energy, increased electric system reliability, modernization of the local electric system and a cleaner environment.
Customers participating in the program will have an unprecedented level of control and choice over their electrical energy usage, including insights into how they use energy.
Program customers will receive smart meters that provide them with their usage information during the month, close to the time of their actual use. Also, customers will be able to participate in new energy management tools, devices, and pricing options that will potentially help them reduce their electric bills.
For now, only about 15,000 customers in certain areas in Worcester have been pre-selected by National Grid to be eligible. These areas were chosen because they provide us with the best opportunity to measure and test different electric equipment and give customers the tools to change their usage based upon new information and savings opportunities.
Customers cannot volunteer for the program if they are located outside the specified areas or they are receiving electric energy from any supplier other than National Grid. However, if you are interested in taking part in future Smart Energy Solutions programs, please contact 1-855-377-SMART (1-855-377-7627).
The Company has scheduled January, 2014 as the start date of Smart Energy Solutions. Before that date, we will need to upgrade the meters at our customers’ homes and businesses. We have already upgraded meters for 5,000 customers without any issues. Of those, 300 customers requested to not receive a new meter and we honored that request. During spring 2013, the remaining 10,000 smart meters will be installed. As before, the 10,000 customers will be offered the chance to not have their meter upgraded. Without the meter, however, a customer cannot participate in the Smart Energy Solutions program -- the meter is what gives the company the ability to offer to customers the opportunities and benefits to better manage their electrical usage provided by Smart Energy Solutions.
In early 2014, customer-selected in-home technology will also be installed for customers who elect these options.
Customers participating in the program will also be offered new pricing options to help achieve the best balance between comfort and savings.
Smart meters are two-way communications devices that will serve as a gateway to new energy management tools, devices and pricing options that will be offered to Basic Service customers. Smart meters are able to send or receive messages to and from National Grid. This two-way communication will instantaneously alert National Grid about service disruption at your home or business and allow for faster service restoration during power outages, especially during storms.
Traditional meters simply measure overall energy use, but provide customers with no detailed energy data. Traditional meters also provide no communications to the utility in case of a power outage. Smart meters provide new communications features that deliver detailed energy data directly to customers using web, smart phone or email technology. This additional information and the ability to communicate the information to customers in near real-time will help customers control how and when energy is consumed as well as understand the level of use in their electric bill.
The advanced meters used in the Smart Energy Solutions program will give customers the ability to measure electricity in near real-time using two-way communications between the home or business and National Grid. The two-way communications capability allows smart meters to instantly alert National Grid about a power outage. This should reduce the response time needed to repair outages.
There is no direct cost to customers for the new smart meter. The incremental costs for the Smart Energy Solutions program will be recovered from all customers because it is a test to determine what values can be provided customers through innovation.
We feel that the benefits of the Smart Energy Solutions program are significant to customers; however, you do not have to participate. Early in 2013, you will receive notification that you have been offered a smart meter upgrade. Each customer invited to participate in the program will have the opportunity to elect to not have your meter exchanged to a new smart meter. Please contact us at 1-855-377-SMART (1-855-377-7627) to make this selection.
Please note that if you choose not to receive a smart meter, you will be unable to take advantage of smart meter-enabled benefits offered through the program. However, if we do upgrade your meter, you will still be given another opportunity to opt-out of the program once it is more fully laid out and before it begins. During the summer and fall of 2013, National Grid will be communicating the specific benefits provided to you in the Smart Energy Solutions program.
Beginning November, 2013, you will be asked how you wish to participate in the Smart Energy Solutions program. However, you do not need to worry about this aspect today. We will be communicating with participating customers about the offerings later this year.
Industry research has found that smart meters pose no health threats. The Federal Communications Commission (FCC) requires all wireless communications devices in the United States to meet minimum guidelines for safe human exposure to radio frequency (RF) energy. The smart meters being installed by National Grid are in complete compliance with the FCC standards and guidelines for environmental exposure to RF. Safety is a cornerstone of how National Grid operates and we aim to ensure the safety of our customers.
Absolutely.
Each program participant will receive a letter notifying them that their present meter is scheduled to be exchanged for a new smart meter. Although the exact day may not be specified, National Grid certified installers or National Grid employees will knock on the door and let the customer know they are there. If a customer is not at home, a door hanger informing them that either the meter has been replaced or that our installer could not access their meter will be left as a courtesy. If our installer could not access the meter, the customer may be asked to set up an appointment for a time that is convenient to the customer.
If a customer chooses not to receive a smart meter, they can call us at 1-855-377-SMART (1-855-377-7627) and let us know they would prefer not to receive a meter at this time. The Company will be communicating the benefits from the use of this meter during the summer and fall. Please note that all benefits associated with the new energy management tools, devices, and pricing options will not be available to customers who choose not to receive a smart meter. Any customer who wishes to receive a smart meter afterwards can simply call 1-855-377-SMART (1-855-377-7627).
As long as the current meter is easily accessible, a customer does not need to be home while the new smart meter is installed. If the old meter is not easily accessible, we will leave a door hanger with our contact information so that we can arrange an appointment.
National Grid installers are required to carry proper identification. It is recommended that customers verify that the worker is authorized by National Grid by asking to see his or her identification. National Grid is committed to customer safety. If a customer is concerned, please call us at 1-855-377-SMART (1-855-377-7627).
Typically, customers will experience a brief power outage less than 2 minutes while the worker is installing the meter. As always, National Grid advises that customers protect sensitive electronics like computers and televisions by plugging devices into a surge protector. If a customer has any concerns while the installer is there, please feel free to ask.
Participants in the program will always have the option to no longer participate if they so wish. If a customer changes their mind and wishes to no longer participate, they should call us at 1-855-377-SMART (1-855-377-7627).
National Grid has safeguarded the privacy of customers' personal information for decades and will continue to do so, even with the advent of new technology. We fully comply with all existing laws and regulations designed to protect consumer information. Our regulator, the Department of Public Utilities, is fully aware of the seriousness regarding customer privacy and National Grid applies industry standards for strict control on customer data security to maintain your privacy.
Smart meter related online energy management tools will be available in early 2014. Participating customers will be able to access their electricity consumption data via Internet enabled devices.
In the coming months, participating customers will be able to choose one of three technologies: adding a home display unit (HDU), a thermostat with Automated HVAC Control, or a package of Advanced Controls which includes the HDU and the Automated AC control. These new Smart Energy Solutions technologies will be provided and installed at no additional cost to participating customers. We expect this process to be completed by early 2014. Of note, supplies will be limited for these free devices.
Yes. Smart Energy Solutions includes capabilities for customers to receive their information via a website, email or through their smart phone. Also, Smart Energy Solutions will provide analysis of customer’s usage in comparison with other customers who are similar.
The National Grid Smart Energy Solutions program is designed to help customers better manage their energy usage and potentially lower their costs. Participating customers will see some differences in their bill that will be explained later this year. However, these differences will provide the opportunity for customers to create savings for themselves.
Because this is a pilot of new savings opportunities, the Department of Public Utilities has approved a protection for participating customers who may see bill increases above what they would have paid as a customer on regular rates. Program participants that remain in the program for 12 months will not pay more under the Smart Energy solutions program for that 12-month period than they would have under regular rates. Participating customers can, however, keep all savings they create from the Smart Energy Solutions offerings during the 12-month period.
A smart electric grid offers two-way communications between the utility and the customer. Smart meters serve as a gateway to new energy management tools and pricing options and will be able to send or receive messages to and from National Grid. This two-way communication will quickly alert National Grid about any service disruptions and allow for faster service restoration during power outages, especially during storms.
Extensive information about smart meters and National Grid’s Smart Energy Solutions program will be made available in coming months via customer mailings, email, online websites, and community events, as well as community organizations, including Worcester’s Green2Growth Council.
Research has found that smart meters pose no health threats. The Federal Communications Commission (FCC) requires that all wireless communication devices in the United States must meet minimum guidelines for safe human exposure to radio frequency (RF) energy. The smart meters being installed by National Grid are in complete compliance with the FCC’s standards for environmental exposure to RF. Safety is a cornerstone of how National Grid operates and we aim to ensure the safety of our customers.
The Itron smart meters operate well below the FCC’s regulatory safety limits and present less exposure than many common devices, such as cell phones, laptop computers, and microwave ovens.
National Grid has protected the privacy of its customers’ data for decades, always improving its systems to meet changing technologies. National Grid will continue to do so as new, advanced technologies are implemented by National Grid and by consumers. The new smart meters and the information communicated through these devices are subject to the same regulatory security standards that keep the electric grid secure and the same legislative requirements for the security of customer data.
Yes, National Grid will keep all of its customers’ personal information private, as it has always done. We fully comply with all existing laws and regulations designed to protect consumer information and maintain that any customer we gather is secure.
Please visit our website at
www.nationalgrid.com/smartenergy and click on the "Safety & Security section for more information. On our website, you will also find a copy of the FCC’s standards and guidelines for exposure to RF and other resources about the safety and security of smart meters.
We encourage you to stop by to learn more about new Smart Energy Solutions from National Grid at www.nationalgrid.com/smartenergy. In the coming months, we will be updating our website with the latest news.
Look for Worcester’s Sustainability Hub:
By Fall 2013, residents and program participants will be able to visit the Sustainability Hub, a live demonstration and learning center located on the Clark University Campus at 912 Main Street in Worcester. The Sustainability Hub will feature interactive exhibits, smart meter and smart grid technology demonstrations and energy efficiency education.
Call National Grid’s Customer Support:
You can also phone us at 1-855-377-SMART (1-855-377-7627) for information and updates.