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Potential Impacts of Dynamic Electricity Pricing in California: Load Shape and Customer Bill Impacts Under Elastic Customer Response
The increasing penetration of renewable energy in California has intensified grid management challenges, exemplified by the “duck curve” and the resulting need for steep ramping and curtailment of renewables. To address these issues, dynamic electricity tariffs that vary in near-real time are being considered to incentivize customers to shift demand and support the grid. This study extends previous work on the bill impacts of such tariffs in the absence of load response by quantifying the system-level and customer impacts of load response based on customer price elasticity. Customer-level load response modeling was conducted using meter data from 411,000 customers across residential, commercial, and industrial sectors. Customer demand elasticity was estimated using literature-based values, with scenarios ranging from low to high elasticity, including an automation-enhanced scenario. Results indicate that universal adoption of, and response to, dynamic tariffs can significantly reduce peak net load (by 15%) and maximum ramping requirements (by 20%) with moderate elasticity, delivering demand response resources comparable to or exceeding current programs at all elasticity levels. Bill analysis shows that, when responding elastically to dynamic prices, most non-PV customers experience modest savings, while PV customers may see higher effective rates due to lower compensation for exports during low-price periods. Emissions analysis reveals a reduction in per-kWh emissions system-wide, with a total absolute load increase of 2% accompanied by a negligible absolute emissions increase. The study concludes that while dynamic tariffs offer substantial grid benefits, customer bill savings under modeled response behaviors may be too modest to drive widespread adoption without additional incentives or enabling technologies. Future research should model flexible loads and advanced control technologies with greater fidelity to better represent the potential opportunities of dynamic tariffs.
A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon
Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".
Space Mission Operations Ground Systems Integration Customer Service
The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security, and cultural differences, to ensure an efficient response to customer issues using a small Customer Service Team (CST) and adaptability, constant communication with customers, technical expertise and knowledge of services, and dedication to customer service. The HOSC Customer Support Team has implemented a variety of processes, and procedures that help to mitigate the potential problems that arise when integrating ground system services for a variety of complex missions and the lessons learned from this experience will lead the future of customer service in the space operations industry.
Rethinking Human-Centered Computing: Finding the Customer and Negotiated Interactions at the Airport
The breakdown in the air transportation system over the past several years raises an interesting question for researchers: How can we help improve the reliability of airline operations? In offering some answers to this question, we make a statement about Huuman-Centered Computing (HCC). First we offer the definition that HCC is a multi-disciplinary research and design methodology focused on supporting humans as they use technology by including cognitive and social systems, computational tools and the physical environment in the analysis of organizational systems. We suggest that a key element in understanding organizational systems is that there are external cognitive and social systems (customers) as well as internal cognitive and social systems (employees) and that they interact dynamically to impact the organization and its work. The design of human-centered intelligent systems must take this outside-inside dynamic into account. In the past, the design of intelligent systems has focused on supporting the work and improvisation requirements of employees but has often assumed that customer requirements are implicitly satisfied by employee requirements. Taking a customer-centric perspective provides a different lens for understanding this outside-inside dynamic, the work of the organization and the requirements of both customers and employees In this article we will: 1) Demonstrate how the use of ethnographic methods revealed the important outside-inside dynamic in an airline, specifically the consequential relationship between external customer requirements and perspectives and internal organizational processes and perspectives as they came together in a changing environment; 2) Describe how taking a customer centric perspective identifies places where the impact of the outside-inside dynamic is most critical and requires technology that can be adaptive; 3) Define and discuss the place of negotiated interactions in airline operations, identifying how these interactions between customers and airline employees provided new insights into design problems in the airline system; 4) Show how taking a customer-centric perspective influences the HCC design of an airline system and make recommendations for new architectures and intelligent devices that will enable airline systems to adapt flexibly to delay situations, supporting both customers and airline employees.
Custom Integration of Multiple Medical Functionalities
INTRODUCTION: Previous spaceflight experience and results from probabilistic risk assessment of spaceflight medical risk have highlighted the need for vital sign measurements, medical scopes, and clinical imaging tools for managing medical conditions during spaceflight. The Human Research Program’s Exploration Medical Capability (ExMC) Element and the Mars Campaign Office’s Exploration Medical Integrated Product Team (XMIPT) have performed ground-based evaluations of two Commercial-off-the-Shelf (COTS) Multi-functional Integrated Medical (MIM) devices, which integrate various medical capabilities together in one device. The key findings from these evaluations are presented in a complementary presentation, leaving this presentation to focus on forward recommendations for customized integration of multiple medical functionalities. KEY COMPONENTS: The key features of a custom integration of multiple medical functionalities includes devices and capabilities that optimally reduce medical risk. The COTS MIM devices incorporated functionality for best supporting Earth-based, emergency, pre-hospital care. Our custom integration will use probabilistic risk assessment tools, such as the Medical Extensible Dynamic Probabilistic Risk Assessment Tool (MEDPRAT), to determine the optimal functionality to include based on medical risk minimization. An additional feature of custom integration includes the ability to adapt to different requirements within different vehicles and/or missions. The COTS MIM devices store data in patient specific records, however, the format of the records is not modifiable, and data are not easily transferred from the MIM device to a central data architecture outside of the manufacturer’s established system. Our concept for custom integration will use devices that have an open application programming interface, which can easily connect to independent data architectures and third-party visualization software. The ultrasound capabilities included within the COTS MIM devices did not satisfy many of the Artemis Research and Operations Working Group’s ultrasound functional needs, and therefore, incorporation of higher quality ultrasound capabilities within a customized integration will be beneficial. The COTS MIM devices included minimal procedural guidance and clinical decision support tools. Supplemental tools of this type would need to be supplied along with the COTS MIM devices if they were to be used operationally, so another advantage of customization is the ability to integrate these support tools along with the medical functionality, for a more streamlined user experience. CONCLUSION: Investigation of a customized integration of medical functionality provides a method for further understanding the needs of a long-term exploration spaceflight medical system. The crew members of these exploration missions will need to operate more and more independently from Earth-based ground support. Therefore, having an optimized, streamlined medical system, which contains the functionality and supporting information needed, while remaining within mission and vehicle constraints, will help to maintain crew health and performance, which is necessary for achieving high levels of mission success.
Estimating Critical Customer Outages Resulting from Extreme Hurricanes
US power outage data has been collected by organizations such as Oak Ridge National Laboratory (ORNL) through Environment for Analysis Geo-Located Energy Infrastructure (EAGLE-I: freely available) and poweroutage.us (commercial data: available to purchase). However, these sources do not provide information specific to outages of critical customers. Critical customers include entities, facilities, and individuals whose continuous access to electricity is essential for public safety, emergency response, disaster recovery, the well-being of vulnerable populations, public safety and order, and public utilities such as natural gas, communications, water and sanitation. Identification and geolocation of critical customers is crucial for understanding and addressing the effects of power outages on essential services and ensuring that necessary measures are taken to maintain their operations during power disruptions. This work is a first step towards estimating the occurrences of critical customer outages and developing a critical customer power outage data repository. This work estimates outage incidents of critical customers through spatiotemporal mapping of power outage data, weather data, building data, and critical infrastructure network data. Our results show that critical customer effects vary across different counties. We provide appropriate mathematical explanations and simplifications to define and systematize the proposed approach.
Business Models for Scaling Demand Flexibility Volume II – Customer relationship management strategies, challenges, and lessons learned from U.S. programs
Load growth at the grid edge is driving increased attention to the distribution system and its ability to enable customer technology adoption in an affordable and timely manner. Key industry stakeholders, including electric utilities and regulators, can benefit from strategies to manage and balance customer needs with infrastructure investments, such as demand flexibility. This report focuses on demand flexibility—the ability to reduce, shift, shed, generate, or modulate loads in response to building and grid needs—to reduce the need for costly grid upgrades by deferring investment needs and increase system reliability by shifting electricity usage during periods of high risk. Specifically, we focus on the emerging characteristics of business models for demand flexibility as a framework to understand how demand flexibility programs generate value. In this report, we focus on demand flexibility program customer relationship management strategies, which provide information on value creation and focus on ensuring customers can navigate programs smoothly. This report discusses the role of customer relationship management strategies in demand flexibility programs, characterizes customer relationship management strategies that can be considered during program design and implementation, identifies existing challenges to customer relationship management strategies, and describes lessons learned. This report is part of a series that includes reports on value propositions, stakeholder ecosystem management, and program life cycle.
Improving Customer Satisfaction in an R and D Environment
Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.
Generating Customized Verifiers for Automatically Generated Code
Program verification using Hoare-style techniques requires many logical annotations. We have previously developed a generic annotation inference algorithm that weaves in all annotations required to certify safety properties for automatically generated code. It uses patterns to capture generator- and property-specific code idioms and property-specific meta-program fragments to construct the annotations. The algorithm is customized by specifying the code patterns and integrating them with the meta-program fragments for annotation construction. However, this is difficult since it involves tedious and error-prone low-level term manipulations. Here, we describe an annotation schema compiler that largely automates this customization task using generative techniques. It takes a collection of high-level declarative annotation schemas tailored towards a specific code generator and safety property, and generates all customized analysis functions and glue code required for interfacing with the generic algorithm core, thus effectively creating a customized annotation inference algorithm. The compiler raises the level of abstraction and simplifies schema development and maintenance. It also takes care of some more routine aspects of formulating patterns and schemas, in particular handling of irrelevant program fragments and irrelevant variance in the program structure, which reduces the size, complexity, and number of different patterns and annotation schemas that are required. The improvements described here make it easier and faster to customize the system to a new safety property or a new generator, and we demonstrate this by customizing it to certify frame safety of space flight navigation code that was automatically generated from Simulink models by MathWorks' Real-Time Workshop.
Managing HRP’S External Deliverables: The Process and the Customers
The Human Research Program’s (HRP) external deliverables (EDs) are the final outcomes of the research that the HRP Elements develop and execute. Four categories of HRP EDs exist: standards, requirements, countermeasures, and tools/technology. The NASA Human Health and Performance directorate’s primary stakeholders, i.e., the customers for the EDs, include the Office of the Chief Health and Medical Officer (OCHMO) (Standards Team, Chief Health and Performance Officers and Chief Medical Officers, Human System Risk Board), and the agency’s System Capability Leadership Teams. The EDs may address the need of a specific customer, a specific design reference mission, or a vehicle lifecycle milestone. HRP’s Maturation and Integration Office External Programs facilitates the process of delivering the EDs to the targeted customers according to the customer’s expectations. This presentation describes this coordinated process and provides an overview of the nature of different types of EDs and how they impact the customers’ products. Successful transfer of the EDs to the customers will help mitigate the health and performance risks that crewmembers will face during NASA’s future exploration missions.
Managing HRP's External Deliverables: The Process and the Customers
The Human Research Program’s (HRP) external deliverables (EDs) are the final outcomes of the research that the HRP Elements develop and execute. The NASA Human Health and Performance directorate’s primary stakeholders, i.e., the customers for the EDs, include the Office of the Chief Health and Medical Officer (OCHMO) (Standards Team, Chief Health and Performance Officers and Chief Medical Officers, Human System Risk Board), and the agency’s System Capability Leadership Teams. The EDs may address the need of a specific customer, a specific design reference mission, or a vehicle lifecycle milestone. HRP’s Maturation and Integration Office External Programs facilitates the process of delivering the EDs to the targeted customers according to the customer’s expectations. This presentation describes this coordinated process and provides an overview of the nature of different types of EDs and how they impact the customers’ products. Successful transfer of the EDs to the customers will help mitigate the health and performance risks that crewmembers will face during NASA’s future exploration missions.
EAGLE-I County Customer Dataset Fall 2025
This dataset provides a combination of modeled and collected county-level electric customer counts derived from 2023 EIA-861 utility customer data, 2021 HIFLD electric retail service territory boundaries, 2021 LandScan population estimates, and 2025 EAGLE-I customer outages. The dataset details county FIPS code, number of customers, and customer type (modeled, collected, mixed). Outage data in included for all 50 U.S. states, Puerto Rico, and the District of Columbia (excluding other U.S. territories).
A customer-friendly Space Station
This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.
Hitchhiker: Customer Accommodations and Requirements Specifications (CARS)
In 1984, NASA Headquarters established projects at the Goddard Space Flight Center (GSFC) and the Marshall Space Flight Center (MSFC) to develop quick-reaction carrier systems for low-cost 'flight of opportunity' or secondary payloads on the Space Transportation System (STS). One of these projects is the Hitchhiker (HH) Program. GSFC has developed a family of carrier equipment known as the Shuttle Payload of Opportunity Carrier (SPOC) system for mounting small payloads such as HH to the side of the Orbiter payload bay. The side-mounted HHs are referred to as Hitchhiker-G (HH-G). MSFC developed a cross-bay 'bridge-type' carrier structure called the Hitchhiker-M (HH-M). In 1987, responsibility for the HH-M carrier was transferred to and is now managed by the HH Project Office at the GSFC. The HH-M carrier now uses the same interchangeable SPOC avionics unit and the same electrical interfaces and services developed for HH-G. National Aeronautics and Space Administration (NASA) has created this document to acquaint potential HH system customers with the facilities NASA provides and the requirements which customers must satisfy to use these facilities. This publication defines interface items required for integrating customer equipment with the HH carrier system. Those items such as mounting equipment and electrical inputs and outputs; configuration, environmental, command, telemetry, and operational constraints are described as well as weight, power, and communications. The purpose of this publication is to help the customer understand essential integration documentation requirements and to prepare a Customer Payload Requirements (CPR) document.
Customizing the JPL Multimission Ground Data System: Lessons learned
The Multimission Ground Data System (MGDS) at NASA's Jet Propulsion Laboratory has brought improvements and new technologies to mission operations. It was designed as a generic data system to meet the needs of multiple missions and avoid re-inventing capabilities for each new mission and thus reduce costs. It is based on adaptable tools that can be customized to support different missions and operations scenarios. The MGDS is based on a distributed client/server architecture, with powerful Unix workstations, incorporating standards and open system architectures. The distributed architecture allows remote operations and user science data exchange, while also providing capabilities for centralized ground system monitor and control. The MGDS has proved its capabilities in supporting multiple large-class missions simultaneously, including the Voyager, Galileo, Magellan, Ulysses, and Mars Observer missions. The Operations Engineering Lab (OEL) at JPL has been leading Customer Adaptation Training (CAT) teams for adapting and customizing MGDS for the various operations and engineering teams. These CAT teams have typically consisted of only a few engineers who are familiar with operations and with the MGDS software and architecture. Our experience has provided a unique opportunity to work directly with the spacecraft and instrument operations teams and understand their requirements and how the MGDS can be adapted and customized to minimize their operations costs. As part of this work, we have developed workstation configurations, automation tools, and integrated user interfaces at minimal cost that have significantly improved productivity. We have also proved that these customized data systems are most successful if they are focused on the people and the tasks they perform and if they are based upon user confidence in the development team resulting from daily interactions. This paper will describe lessons learned in adapting JPL's MGDS to fly the Voyager, Galileo, and Mars Observer missions. We will explain how powerful, existing ground data systems can be adapted and packaged in a cost effective way for operations of small and large planetary missions. We will also describe how the MGDS was adapted to support operations within the Galileo Spacecraft Testbed. The Galileo testbed provided a unique opportunity to adapt MGDS to support command and control operations for a small autonomous operations team of a handful of engineers flying the Galileo Spacecraft flight system model.
Utility Programs Supporting Customer-Sited Battery Storage: Program Design to Ensure Mutual Benefits
Behind-the-meter (BTM) battery storage, when paired with solar, can benefit customers, utilities, and the electric grid. Some utility-sponsored programs have been implemented offset the cost of customer-owned batteries and recognize the value of batteries to the utility and the grid. This factsheet summarizes existing utility-sponsored battery programs and the value to the stakeholders. It then highlights Wattsmart, the customer-owned battery program offered by Rocky Mountain Power in Utah, and provides lessons-learned from a close look at the impact of the program design on commercial customer participation.
A Transactive Approach for Service Restoration Utilizing Customer Load Flexibility and Grid-Edge Resources
This paper develops a transactive energy system model to restore electricity to customers in an isolated distribution system after an outage. The model is developed to engage a variety of customer types - prosumers, flexible loads, critical/noncritical customers, and distributed generators - as active participants in the restoration process. Unlike many existing transactive approaches, the proposed model is developed for service restoration and accounts for various customer types and their autonomy and privacy through an iterative approach to determine the optimal market price, while maintaining systemlevel power flow and voltage constraints. The advantages of the proposed approach are numerically validated on a modified IEEE 123-bus test system.