Customer must come first for smart meter success
27-06-2012
Globally recognised as a vital solution for improving inefficiencies in the energy sector, smart meters are fast-becoming the go-to-technology for enhanced energy management for utilities, businesses and homeowners.
Since 2009, the Government of Victoria has been actively supporting the roll-out of 2.5 million smart meters to every home and small business by 2013. The government’s aims for the programme include helping to balance the state’s electricity grids, better manage energy supply-and-demand, and improve communications with consumers.
However, experience from early deployments and recent controversies over privacy and consumer value suggest that roll-outs will not be successful without comprehensive and effective customer engagement.
In a report released Wednesday, smart data specialist Onzo calls on those that are in the process of or planning a roll-out to consider the whole smart metering system, particularly the analysis and presentation of energy data, if they want to go beyond an end to estimated bills and create a platform for enhanced customer relationships.
The report argues that when smart metering specifications have given consideration to the customer interfaces, such as in-home displays (IHDs) and web tools, it has been overly utility-centric, attempting to support complex time of use and block tariffs rather than trying to inform and engage the customer.
“If customers are to be encouraged to make more considered choices about how they use energy, they need access to more detailed historic data and more powerful analytic and display tools to continue the level of engagement,” explains Nick Hunn, Onzo’s Chief Technical Officer.
Onzo has developed an IHD that combines ZigBee SEP 1.x (the industry standard) and tools that provide customers with actionable and compelling information. Coupled with well-designed and engaging web services, it is being used today to drive real customer behaviour change.
Onzo has undertaken a significant deployment to over 80,000 users. Studies conducted within this user group have shown that Onzo’s IHDs achieved a reduction in overall energy use of 8% and a further 5% shift in usage off the peak. These changes were sustained and achieved without any financial incentives.
Onzo believes it is an example of an integrated, end-to-end, customer-centric programme that smart meter roll-outs should emulate if they are to be create value for both utilities and customers.
“When smart meter specifications are expanded to include the analysis and clear and engaging presentation of energy use data we can achieve the stated goal of sustained behaviour change,” said Hunn.
“Approached in this way, smart programs have real potential to increase energy efficiency, ease peak demand and dramatically improve the relationship between customers and utilities.”
Onzo will be presenting the report findings at the Utility Show Australasia in Melbourne between 2 and 4 July. The event is Australia’s premier strategic utility event examining the dynamic between retailer and customer.
For further information, please visit http://www.onzo.com
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