the role of utilities
DESCRIPTION
The Role of Utilities. Jim Dollard Executive Director, ESB Business Service Centre & Electric Ireland Energy Action Fuel Poverty Conference 2014. Electric Ireland. A changing energy landscape. Sustainability. Reliability. Affordability. From an Energy Supplier perspective. - PowerPoint PPT PresentationTRANSCRIPT
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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
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