Demand Response Final Mile White Paper
Creating a positive customer experience to maintain ongoing engagement is a crucial cornerstone to demand response (DR) program success, built on the premise that a valuable resource be available when called on/needed. As customers play an integral part in the success of utility demand response programs, an operationally focused approach is not the answer for long-term program sustainability. A new approach is needed. A more customer-centric strategy demands that DR move out of the operations world and become part of the overall customer strategy.