The Retail Electric Provider and the Smart Grid: Reviewing the Past and Anticipating the Future to Understand the Present: Part One of Three

Posted on: 05-25-2011 at 12:41pm

By Stream Energy Director of Market Research Mike Rowley

A former British Caribbean Colony’s parliament was attempting to create efficiency by changing old policies. The fact that the populace still drove on the left side of the road, an old British holdover methodology, was brought up. The financial argument was that American cars were cheaper and that shipping from a geographically closer manufacturer, like those in the US, would also be much cheaper than the alternative. Another faction stated that they thought that a change like that was a large endeavor and should be phased in slowly. The wisest of the wise agreed and suggested that the phase-in should start with the semi-trucks.

Multiple accidents ensued.

Needless to say, even when there is no other way to do it, I don’t like any phase-in methods. And, in association with AMI, I see a variety of methods where the cart is being placed before the…semi-truck. Yes, mistakes and disconnects are abundant. This paradigm shift is feeling like a series of small earthquakes.

My resume shows that I have originated, built and operated power plants … supervised grid operations at the distribution, high voltage and extra high voltage levels … designed and implemented interchange scheduling and energy accounting systems … and even participated in the start-up of companies like Calpine Power Services Company and the Automated Power Exchange, not to mention my latest project, Stream Energy. I spent my first 20 years in the industry at the Salt River Project, Arizona’s second largest electrical utility.

Concern about the ultimate consumer is something that I am experiencing for the first time in my “almost” 38 year electricity career. I have always been on the generation, grid operations and market design side of the business and usually saw the consumer sector as a huge energy eating amoeba. I joined Stream Energy in 2004 as the wholesale supply director, never even thinking twice about the ever-present amoeba that we were serving. After building the supply procurement department at Stream Energy, I hired a new director as my replacement, who is much more intelligent than I am, and then moved into my current position. My title actually has very little to do with my duties to my Stream Energy partners. What I am expected to do is to constantly be looking in all directions, especially forward, and to keep the ship from hitting icebergs or running into sand bars. I look for opportunities and pitfalls, study how other companies are handling the changes and opportunities and generally read every industry news rag daily and discuss it with other energy professionals in my personal network. Stream Energy’s chairman Rob Snyder always seems to feel better if he never hears from me … the assumption being that there are no icebergs or sandbars in our immediate future.

I was asked to do a comparison between ERCOT and PJM as to what smart grid issues affect a retail electricity provider operating in a deregulated market. But, I need to explain more about what history has shown us, and then delve into my own fantasies about what the future holds before I can talk about what the present offers a company like Stream Energy.

I have become acutely aware of the consumer and the individual opportunity that our customers are going to have as they become players in the energy markets instead of captives of the system. Currently, the consumer has a choice of suppliers and a choice of several packaged products in the states in which we do business. But that is the tip of the proverbial iceberg. For the retail electric provider, ownership of the customer relationship will be the most important aspect of our business in the future.

Let me get historical and take a look backwards.

Mark Burlingame asked me this question, and then published my answer in anticipation of the SmartGridPoint seminar. “Has deregulation lived up to its promise of lower prices and innovative products”? My answer to that question was a question … ”Who made that promise?” If you read my whole answer, forgive me, but I want to address it again. Simply stated, regulation is a surrogate for competition. The practice of governments in capitalist countries is to protect consumers from natural monopolies by imposing regulatory constraints. Electricity utilities were deemed natural monopolies in the “post-Thomas Edison Era” after the short stint in the beginning where electricity supply competition thrived, where several electricity companies would arrive and compete for customers in a city and eventually be consolidated into a single company. With the help of anti-trust laws that were relatively new, the governments imposed a regulatory compact on these natural monopolies as competition gave way to consolidation.

Regulation was needed until technology paved the way for competition to be reinstated by dissolving the regulatory compacts with those parts of the industry that could be pushed into a competitive market, i.e. generation and customer service (with the wires companies, still being natural monopolies, remaining in the regulatory compact and acting as a common carrier of the product). So, what is happening is a return to competition after years of regulation. Technology, in the form of computers, arrived and now we see the capitalistic balance being restored. So, the surrogate is being set aside.  Competition is being restored. Why? Because there is a natural balance that unconstrained competition creates that is the basis of our capitalistic economy. Bankruptcy is not a bad thing in our economy; it is a “survival of the fittest” tool to keep our economy strong and pure. Almost all of the naysayers in our sector are not saying that competition is bad; they are saying that we still live in a constrained energy economy where the largest players can manipulate the markets for corporate gain and history has shown these naysayers to be, at least, partially correct. The rudimentary tool that economists use to determine a constrained competitive market is called the HHI Index (Herfindahl-Hirschman Index). The simple equation is to take all of the market sector participant’s market shares, square those numbers and then add up all the resulting products. So, if you have 10 generation companies serving a region, and they all have a 10% market share, the sum of the squares would be 1000. The HHI says any sum less than 1600 is a non-constrained market and that no single participant should be able to artificially set market prices. In Texas, when the market deregulated, the largest generator company had an approximate 35% share, followed by a generator company with an approximate 20% share. Just these two companies created 1625 points on the HHI which determined that ERCOT was a constrained market. True competition could not occur without extreme market monitoring and penalties for market manipulation; and still, there is some manipulation that falls within an acceptable range, even for the market monitor and market participants. But, in my humble opinion, I believe that our market monitoring systems are getting better, and that the economic benefits of competition far exceed the cost of the manipulation.

I Can’t Hear You – I’m Too Busy Selling

Posted on: 05-18-2011 at 10:24am

By Ignite’s Field Communications Editor Jack Walker

Everyone talks about listening, but who actually does it? One of the things our most successful  Ignite Associates tell us about sharing the Ignite Opportunity is that they find out what is important to each prospect and then tell that person how the business can help meet a stated goal. Great promoters and salespeople have always known this not-so-secret technique, but how many of us use it in our daily lives?

You don’t have to be in marketing or sales to take advantage of listening. It’s applicable to whatever job or vocation you have. You may have heard the saying: the key to getting what you want is to help other people get what they want. How true. But don’t most of us feel a little fake by listening to someone just long enough to get clue on how to convince him or her to do something? Well, if you don’t, perhaps you should.

Listening is one aspect of caring. To listen well, you must care about and take an interest in others. Yes, I know it sounds corny. And yes, I also realize I don’t know your set of friends and in-laws, both of whom might make genuine caring and listening Herculean tasks. To be good at caring and listening doesn’t mean we waste time by conversing with people who aren’t open to solutions. We can’t make them open to new ideas, and trying hard when they aren’t will only sap our energy. When they finally open up one day, hopefully they will let us know.

What we are talking about here are the people who are open recipients. Listening to these people is easier. You enjoy caring for them. Here we can make some progress and build relationships. We can really listen to what these people want. However, what was a solution to us at a given time might not be a solution to them. Or, if it is, it perhaps needs to be presented in a different way.

The way someone states the problem helps us determine the solution. What are they trying to do? How urgent is it? What are they willing to give up? If you can, help them arrive at the solution themselves. Sometimes you only need to provide suggestions. They will be more convinced by their own ideas than yours. Lead them along, but respect their autonomy.

You can answer objections, but don’t get into arguments. Use illustrative scenarios of people who solved a similar problem in the way you are suggesting. Try to genuinely help, not convince. No one wants to be convinced.

Finally, this last bit of advice is the kicker and where many people fall short – if someone is not convinced of the solutions you suggest, at the minimum add value to that person’s life anyway. She wants to raise money for her kid’s softball league, but doesn’t like your program? Give her a helpful tip. Send her or her child an encouraging greeting card at the season’s launch. Remember, success is a long-term project. If you are in your line of work for a time, these good deeds will come back to you a thousandfold. If you can’t gain a client initially, at least win a friend. Then eventually, you’ll have plenty of both. Just listen!

Licensed to Serve

Posted on: 05-12-2011 at 1:47pm

By Senior Director of Communications Paul Thies

Today our friends at Captain Hope’s Kids launched an “Awareness Boom” to help spread awareness about the plight of homeless children in North Texas.

Stream Energy is a committed supporter of Captain Hope’s Kids, and we are pleased to help promote today’s Awareness Boom as part of our ongoing support campaign called “A Big Difference Starts Small,” which Stream Energy Chairman Rob Snyder ushered in on New Year’s Eve.

But we need the help of our employees, customers and Ignite Associates.

As part of this effort, we have created an online webpage that allows our community to make a direct donation to this worthy charity.

Another thing we’re doing to help Captain Hope’s Kids is through the sale of Ignite-branded license plates via the state of Texas. For every Ignite-branded license plate sold, a portion of the revenues is given to Captain Hope’s Kids. Stream Energy and Ignite will not receive any revenue from the sale of these plates.

As Rob has said previously, “We are very proud to draw deserved attention to Captain Hope’s Kids, which in 2009 touched the lives of 32,000 children from homeless families. Families with children make up 47 percent of the homeless population in the Dallas metropolitan area. Captain Hope’s Kids provides needed goods and services to these unfortunates – and Stream Energy is going to help.”

Anything you can do to help us make today’s Awareness Boom a success is greatly appreciated. Please spread the word and make a donation today.

Talking With — Not At — Employees

Posted on: 05-04-2011 at 10:51am

By Stream Energy Internal Communications Editor Brian Hale

It’s no secret that communication is the basis for all types of business relationships. Stream Energy puts great emphasis on effectively communicating with all our customers and Ignite independent associates on a frequent basis to retain good-standing relationships by providing valuable information regarding our firm and the energy landscape.

Not only do we communicate externally with our customers and associates, but we also put great importance on communicating internally with all Stream Energy employees.

As both an energy and network marketing firm, it is especially important to communicate with our employees for several reasons. To begin, many different departments must work closely together to ensure the best possible service is provided to customers and associates. Although we have many employees spread across departments such as billing, associate support, commercial, legal and information technology, these departments are dependent on each other. For example, one change from our I.T. team could mean our system works differently for every other department. If those teams are not knowledgeable in the change, it could greatly affect our ability to efficiently accommodate customer and associate requests. Additionally, if the billing department comes across an issue that is not communicated to the associate support and commercial teams, it could affect their responses and could cause confusion among our teams, leading to inefficient service.

Internal communication is also a viable means to have a little fun at work. One of the principles that separates our firm from competitors is our culture. Our distinguished culture is driven from our founding mantras upon which this firm has operated since its genesis in 2005. Upper management, Rob included, meets regularly with every department in the firm for a town hall-style meeting where employees are served lunch and are urged to ask anything they desire. This internal communication within the firm allows employees to feel engaged with upper management and boosts morale. If happy cows come from California, then happy employees come from Stream Energy.

Communication within the firm also reaches employees via email known as an “Outlet.” This firm-wide message system is sent to employees on a daily basis. Outlets contain information regarding upcoming firm events, employee profiles, updated energy rates, charity drives, contests and any other information to help boost morale and inform and educate employees on new news.

As important as external communication is to our business, internal communication is equally important. Without the proper care and handling of communication in both areas, our firm’s culture would not be as revolutionary and envied as it is.