Early Foundation Learning. Amsterdam, 10 th October 2012

Transcription

1 Early Foundation Learning Amsterdam, 10 th October 2012

2 Big Picture SMT Today Pilots Deployments DM: Distribution Mandatory DD: Distribution Discretionary SM: Supplier Mandatory 1M DD 200K SM 15K 3,7K CD* DM** 420 DM ** 9K DM ** 380K DM 10K DM ** 30M (installed by Enel) 2 (*) In Germany customers are given the option to choose their meter provider when they want smart meters. Smart meters mandated only for new building, major renovation and customers with consumption > kwh/year (20 % = 1.9 M of E.ON s customer base) (**) Current tendency no final decision yet. Source: Smart Metering Programme (T&I)

3 Setting the Scene 1m Meter Target by 2014 Foundation represents an important opportunity for the E.ON Smart Programme to gain learning and establish the firm bases for a successful, business as usual, mass roll-out One Million Smart Meters c. 100k 2013 Q Dec 2011 Trial, Test & Validate Business As Usual Deployment 2007 E.ON 16 October 2012, E.ON, Page 3

4 Learning through trials - Trial Objectives Two important drivers for trials activity 1 2 Customer Experience Value Delivering best possible customer Understanding what will drive improved journey and experience cost efficiencies when deploying Ensuring customers are well placed Aligning Smart to strategy of building to maximise potential from Smart closer / more transparent relationship with the customer 2007 E.ON 16 October 2012, E.ON, Page 4

5 Learning through trials Trial Examples Age UK Trial Understanding impact of partnering with third party organisation Expect to see higher response rates and improved customer experience with tailored customer journey Customers have option of engaging with either E.ON or Age UK (latter who have been trained to handle queries) Energy Efficiency Trial What more can / should we do at point of installation to support behavioural changes that will enable reduced consumption? Energy Efficiency trial has up-skilled a number of our Smart installers to deliver 20 to 30 minute energy efficiency review during Smart install Customer will be sent a report as part of post-installation experience Trial being conducted across 6 different areas over the course of the next few months If successful could inform future strategy of engagement Leave behind flyer 2007 E.ON 16 October 2012, E.ON, Page 5

6 What we are learning Customer View Customer Response Higher than traditional DM, but variable by customer profiles Levels of engagement higher amongst certain groups (e.g. older, retired age groups) Less strong amongst more affluent and economically struggling Customer Experience Positive feedback for E.ON s core Customer journey. High levels of Smart interaction NPS scores for customers with Smart meters has been higher than the business standard +27 Customer Feedback PROCESS: They ed me and said do you want to take part and I said yes... He came when he said he was going to come. He did exactly what he said he was going to do exactly where he was going to do it Absolutely nothing to worry about whatsoever. Post first bill, levels of interaction with Smart Energy Display remain high (only 6% said they haven t used it since installation) FITTING PROCESS: An excellent engineer, came and did what he had to do. A streamlined operation really. Although I did hover over him the whole time Focus on optimising response & customer experience 2007 E.ON 16 October 2012, E.ON, Page 6

7 What we are learning Operational View Smart Metering Centre of Excellence The Smart Metering Centre of Excellence provides a dedicated operational area to support the foundation period Nottingham office opened in April 2011 is home to 80 operational and project staff. Bolton opens soon Centre has successfully provided Smart customers with dedicated call agents and expertise that has supported appointment booking and post-installation queries Operational Readiness Dual fuel field technicians Smart trained Improvements in jobs per day in 2012 Initial compliant meter supplier selected Smart Energy Display selected Smart metering service operator selected Current & Future Challenges There is a huge amount to do affecting the whole value chain. For example Out of area installations Logistics demands as scale up Technical challenges and access issues from non self-selecting customers 2007 E.ON 16 October 2012, E.ON, Page 7