the role of utilities

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The Role of Utilities Jim Dollard

Executive Director, ESB Business Service Centre &

Electric Ireland

Energy Action Fuel Poverty Conference 2014

Electric Ireland

Background• Ring-fenced retail arm of ESB• Electric Ireland brand est. 2011 to meet

deregulation requirements

Customers & Markets•1.5m customers in All Islands market•Highest customer satisfaction rating in SEM•37% share of all Islands market

Products• Electricity• Gas• Home efficiency services

Fuel Poverty Conference 20142

A changing energy landscape

Fuel Poverty Conference 20143

Reliability

Sustainability

Affordability

From an Energy Supplier perspective

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CER Definition

Energy Supplierfocus

No Industry Definition

Not currently possible for Energy Supplier to identify / segment

Energy Poor!

EnergyPoor

VulnerableCustomer

IndebtedCustomers

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2007 2008 2009 2010 2011 2012 20130

50,000

100,000

150,000

200,000

250,000

300,000

350,000

75,300 69,399

111,452

160,992

309,201

290,729

206,826

Payment Plans

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Annual Disconnections per 10K Domestic Customers

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2011 2012 2013 201420

30

40

50

60

Disconnections down to 5k in 2013 - now down further 600 YTD

Up to 40% of disconnections are vacant premises

Electricity PAYG Meters

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Q1/2012 Q2/2012 Q3/2012 Q4/2012 Q1/2013 Q2/2013 Q3/2013 Q4/2013 Q1/2014 Q2/20140

5000

10000

15000

20000

25000

30000

35000

Actual Installs

31,800

The voice of the customer

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I am hopeless @bills. I hated

opening the bills and dreading the amount I would have to pay in one lump sum

More control over UR bills. Can be used to save up credit so u

can have more money leading up to Christmas because

of upfront credit

No bills and easier to manage my money –

no stress!

For cheaper rates. No bills coming in the door.

You have to pay first and then you can use it. It sets of an alarm when it’s running low.

One less bill to pay. They won’t cut you off after 5pm if your credit runs out. Plus

they let you run over a little.

Wanted to budget and see how much I

was using. It was recommended by

many people.

Pay as You Go

Customer in arrears makes

contact

Electric Ireland contacts ESB

Networks

< 1 hour installation time

on site

Network Technician

explains how it works

Special Help Line

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32k installed to date

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Energy Efficiency Projects

Before

After

2 key projects in 2014:• SEAI Community Projects:

Support for 19 Residential and 12 Community Projects Energy efficiency measures installed in c.1,000 homes

• Department Environment, Community and Local Government: Energy efficiency measures completed in > 5,000 homes

Mitchels Estate, Tralee

Promoting Energy Efficiency

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€15k /r

Our approach to tackling fuel poverty

Payment plans for

customers who engage

No-one who engages is

disconnected

PAYG meters

4% discountFree

installationNo bill shocks

Energy Efficiency

Initiatives & Education

Collaboration with

MABS and SVP

Disconnections code /

Moratorium

Lowest rate of

disconnections in the Irish

Market

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The Energy Engage Code

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Visit our stand to find out more

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€15k /r

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Thank You