electricity retailing: location-based approach for quality customer experiences
TRANSCRIPT
Electricity retailing: location-based
approaches for
quality customer experiences
Hervé SenotDirector, Carbon::GIS
GIS & energy analytics
25/09/2014
People + systems.
This presentation: industry, government &
academic.
Introduction
Electricity retailing and … location? Really?
Electricity generation and location: sure.
Source: Sustainability Victoria, Victorian Wind Atlas
Electricity distribution and location: fine.
Source: Seattle City Light, Vegetation Management
Electricity retailing: interface between users
and the grid
Source: Herald Sun, Electricity bills give Victorians a $3000-a-year power shock (6/8/2014)
- Act I -
The customer
Wholesaling
Billing
Sources: The Guardian, A new generation of electricity pylons (2011), http://electricitywizard.com.au/
Source: Origin Energy website
☐ Nice☒ Different☐ Unusual
Price?
Source: Choice.com.au, Energy retailers marketing tactics (2013)
One respondent summed up the attitude of many:
“I am lost as to know who to use for
electricity.
They all have different offers, but the bills end up the same.”
Customer experience?
Source: vaasa ETT, World Energy Retail Market Rankings (2012)
Source: Energy and Water Ombudsman (Victoria), Annual Report (2013)
Source: Herald Sun, Cold-hearted power companies tell shivering pensioners to rug up (30/07/2014)
“Currently, many utilities in Australia are not commanding strong public
trust.”
Source: CSIRO, Change and choice (2013)
Australia: we have a customer relationship
problem.
- Act II -
The technology
Data. Lots of it.
Everywhere. All the time.
Source: http://www.winpure.com/blog/does-my-company-need-data-cleansing-software/
Solar PV + storage.
Source: ABC News,Wikimedia, The Age, http://www.lithiumion-batteries.com/
C + Cu → Si + Li
Centralised → Distributed
Electric Vehicles.
Source: Wikimedia, Tesla Roadster charging
Connected Home.
Source: Nest.com
Increased customer expectations
+Distributed energy
resources=
Challenge or opportunity?
- Act III -
Solutions
Customer analyticsspatial data provides the
grounding.
Innovative service designconnecting local resources to
local energy needs.
Solution 1Customer analyticsKnow thy customer
Geo-demographics+
historical bills=
customer segments
Source: Nick Bearman, Using R for geodemographic analysis (speakerdeck.com)
NILMNon-Intrusive
Load Monitoring.
Heating in winter 2013
30 kWh / day
1 week away in January
fridge + standby load: 80W
Heating in winter 2014
15 kWh / day
No air conditioning in summer 2013-
2014
Smart meter data, visual insights.
Source: Carbon GIS
Smart meter data, spatial insights.
Air conditioningsize
2.5 kW
Application #1 early detection of
customer hardship
Alerts & feedback
Application #2 personalised energy
recommendations
Source: Bidgely
value for
customer
Application #3improved
customer service in call center
“Have I used more electricity this time?
But I can’t figure out why.”
Source: Nichols L. & Strengers Y., Changing Demand: Flexibility Of Energy Practices In Households With Children (2014)
Smart meter data + solar data = upsell opportunity
Solar compatibility
36%
ReactivePro-activePredictive
Pre-emptive
Solution 2Innovative service design
Engage thy customer
Local, socialconversations.
Source: www.intelligentutility.com, The Twitter-based customer service conversation
Sourcing local energy using an app.
Source: Powershop app
Source: http://vandebron.nl/
Usingpeer rankings.
Source: OPower website
Building a virtual power plant.
=
distributed aggregated
Energy trading platform for EV charging.
=
Conclusion
Take-away?
The future electricity grid is
customer-centricand
distributed.
Source: CSIRO, Change and choice (2013)
The transition path to get there can be orderly.
Or not.
RE: think business model. Or others will.
