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14 Succeeding in the Smart Grid Space by... > Filling the Gaps: What Smart Grid De... - Pg. 366

366 PART | III Smart Infrastructure, Smart Prices, Smart Devices Another segment, perhaps that targeted by the Cape Light project, would be receptive to an "continuous improvement" approach, involving more choices and more ongoing, active involvement in learning how to manage home energy use. It's also important to recognize that some customers may never want to engage in smart grid matters. They may be suspicious of utility motives, resistant to technology, or otherwise disinterested. It may be strategic to allow for some fraction of customers to be "left alone," other than perhaps AMI installation as part of a rollout that the majority of customers come to support. FILLING THE GAPS: WHAT SMART GRID DESIGNERS SHOULD FOCUS ON TO BETTER DOCUMENT CUSTOMER BENEFITS Drawing on the field experience with customer acceptance and regulatory approval with smart grid customer offerings across the United States, this sec- tion describes the data collection and the program features that should be part of smart grid customer offerings in order to better document and deliver the full range of customer benefits. Filling these gaps will be important in gaining the customer acceptance and regulatory approval that have been lagging in