Pre-Event Voice Message

Pre-event voice messages use the voice channel to notify customers of upcoming peak events, and to encourage energy efficient behavior during those events. The content of the message varies depending on which user experience variation the customer receives. See Customer Experience Variations for more information.

Note: If multiple consecutive peak days are called, pre-event emails and voice messages will reflect that a customer is in a multi-day event period.

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Neighbor Comparison Experience

The Neighbor Comparison pre-event voice message tells customers when a peak day event is about to occur and provides tips on how to save energy during the event. If enough data is available, the message compares the customer's energy use from the previous peak interval event to that of two groups, Efficient Neighbors and All Neighbors.The goal is to persuade customers to improve their status by using less energy on subsequent peak days. The table below shows how the messaging can vary depending on whether it is for the first peak day or a subsequent peak.

Electricity Examples

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message
For First Peak Day (no previous data is available)	This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. From 2 p.m. to 7 p.m., join [UtiliCo] customers in reducing your electric use. After the peak day is over, we'll follow up and let you know how efficient you were. Save by turning down your air conditioner or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.
For Subsequent Peak Days (data from previous event is available)	This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. From 2 p.m. to 7 p.m., join [UtiliCo] customers in reducing your electric use. During the last peak day, you used X% more than similar homes. Save more this peak day by turning up the temperature on your thermostat or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.

Condition

Message

For First Peak Day (no previous data is available)

This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. From 2 p.m. to 7 p.m., join [UtiliCo] customers in reducing your electric use. After the peak day is over, we'll follow up and let you know how efficient you were. Save by turning down your air conditioner or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.

For Subsequent Peak Days (data from previous event is available)

This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. From 2 p.m. to 7 p.m., join [UtiliCo] customers in reducing your electric use. During the last peak day, you used X% more than similar homes. Save more this peak day by turning up the temperature on your thermostat or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.

Electricity Message Variations

The actual messaging may vary slightly depending on how much more or less energy the customer saved in relation to their neighbors. The table below shows a few examples of how the messaging can vary.

Note: These message variations cannot appear in the first pre-event message a customer receives, since they are dependent on data being available from previous peak events.

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message Variation
Customer saved more energy than efficient neighbors	During the last peak day, you were one of the most efficient homes in your neighborhood. Save even more this peak day by turning up the temperature on your thermostat or delaying the use of large appliances.
Customer used about the same amount of energy as efficient neighbors	During the last peak day, you used X kWh, about the same as the most efficient homes in the neighborhood. Keep your efficient status this peak day by turning down your air conditioner or delaying the use of large appliances.
Multi-day peak events	For multi-day peak events, any available results will be communicated. For example, if results are ready for two days of a three-day event, results for the first two days will be communicated during the pre-event message for the third day.

Gas Examples

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message
For First Peak Day (no previous data is available)	This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. Join other [UtiliCo] customers in reducing your gas use. After the peak day is over, we'll follow up and let you know how efficient you were. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1.
For Subsequent Peak Days (data from previous event is available)	This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. Join other [UtiliCo] customers in reducing your gas use. During the last peak day that started on <Day>, <Month>, <Date>, you used X% more than similar homes. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1.

Condition

Message

For First Peak Day (no previous data is available)

This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. Join other [UtiliCo] customers in reducing your gas use. After the peak day is over, we'll follow up and let you know how efficient you were. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1.

For Subsequent Peak Days (data from previous event is available)

This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. Join other [UtiliCo] customers in reducing your gas use. During the last peak day that started on <Day>, <Month>, <Date>, you used X% more than similar homes. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1.

Gas Message Variations

The actual messaging may vary slightly depending on how much more or less energy the customer saved in relation to their neighbors. The table below shows a few examples of how the messaging can vary. Note that these message variations cannot appear in the first pre-event message a customer receives, since they are dependent on data being available from previous peak events.

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message
Customer saved more energy than efficient neighbors	This is an alert from [UtiliCo]. During the last peak day that started on <Day>, <Month>, <Date>, you were one of the most efficient homes in your neighborhood. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To hear this message again, press 1.
Customer used about the same amount of energy as efficient neighbors	This is an alert from [UtiliCo]. During the last peak day that started on <Day>, <Month>, <Date>, you used X CCF, about the same as the most efficient homes in the neighborhood. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To hear this message again, press 1.
Multi-day peak events	This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> through <Day>, <Month>, <Date> are peak event days. Join other UtiliCo customers in reducing your gas use on these days. During the last peak day that started on <Day>, <Month>, <Date>, you used X% more than similar homes. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To hear this message again, press 1.

Neighbor Rank Experience

The Neighbor Rank pre-event voice message tells customers when a peak event is about to occur and provides tips on how to save energy during the event. If enough data from prior peak events is available, the message compares a customer's energy use during peak events to that of approximately 100 similar homes, and then states the customer’s numerical rank out of those homes. The goal is to persuade customers to improve their ranking by using less energy during subsequent peak days. The table below shows how the content of the message varies depending on whether the message is for the first event or subsequent events.

Note: Only customers who receive electricity from their utility can have the Neighbor Rank experience.

Electricity Examples

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message
For First Peak Day (no previous data is available)	This is an alert from [UtilCo]. Tomorrow Wednesday July 15 is a peak day. From 2 p.m. to 7 p.m., join [UtilCo] customers in reducing your electric use. After the peak day is over, we'll follow up and let you know how efficient you were. Save by turning down your air conditioner or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.
For Subsequent Peak Days (data from previous event is available)	This is an alert from [UtilCo]. Tomorrow Wednesday July 15 is a peak day. From 2 p.m. to 7 p.m., join [UtilCo] customers in reducing your electric use. Out of approximately 100 similar homes, you were the Xth most efficient on the last peak day. Move up in the ranks this peak day by turning down your air conditioner or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.

Condition

Message

For First Peak Day (no previous data is available)

This is an alert from [UtilCo]. Tomorrow Wednesday July 15 is a peak day. From 2 p.m. to 7 p.m., join [UtilCo] customers in reducing your electric use. After the peak day is over, we'll follow up and let you know how efficient you were. Save by turning down your air conditioner or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.

For Subsequent Peak Days (data from previous event is available)

This is an alert from [UtilCo]. Tomorrow Wednesday July 15 is a peak day. From 2 p.m. to 7 p.m., join [UtilCo] customers in reducing your electric use. Out of approximately 100 similar homes, you were the Xth most efficient on the last peak day. Move up in the ranks this peak day by turning down your air conditioner or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6.

Electricity Message Variations

If data about the customer’s performance from the last event is available, the actual messaging may vary slightly depending on how much more or less energy the customer saved in relation to their neighbors. The table below shows an example of how the messaging can vary. Note that this message variation cannot appear in the first pre-event message a customer receives, since it is dependent on data being available from previous peak events.

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message Variation
Customer ranked as one of the top five	During the last peak day, you were one of the top five most efficient homes in your neighborhood. Keep your efficient status this peak day by turning down your air conditioner or delaying the use of large appliances.
Multi-day peak events	For multi-day peak events, any available results will be communicated. For example, if results are ready for two days of a three-day event, results for the first two days will be communicated during the pre-event message for the third day.

Non-AMI Gas Experience

The non-AMI pre-event voice message tells customers when a peak event is about to occur and provides tips on how to save energy during the event. Because it cannot include any historical AMI information, the voice message does not contain any comparison of the customer's energy use from a previous peak day event. Moreover, the voice message does not have any variations based on the customer's performance.

Note: Only customers who receive gas from their utility can have the non-AMI gas experience.

Gas Example

Note: In the examples below, italicized sentences highlight key differences.

Condition	Message
For First Peak Day	This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. Join other [UtiliCo] customers in reducing your gas use. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1.

Condition

Message

For First Peak Day

This is an alert from [UtiliCo]. Tomorrow <Day>, <Month>, <Date> is a peak day. Join other [UtiliCo] customers in reducing your gas use. Save even more by turning down the temperature on your thermostat or delaying the use of large natural gas appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages from us this winter. If you have questions, you can reach us at 1-XXX-XXX-XXXX. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1.

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