Transcript electric ireland

The Role of Utilities
Jim Dollard
Executive Director, ESB Business Service Centre &
Electric Ireland
Energy Action Fuel Poverty Conference 2014
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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
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Fuel Poverty Conference 2014
A changing energy landscape
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Fuel Poverty Conference 2014
From an Energy Supplier perspective
No Industry
Definition
Vulnerable
Customer
CER
Definition
4
Title of presentation and date
Not currently possible for Energy
Supplier to identify / segment
Energy Poor!
Energy
Poor
Indebted
Customers Energy Supplier
focus
Payment Plans
350,000
309,201
300,000
290,729
250,000
200,000
206,826
160,992
150,000
111,452
100,000
75,300
69,399
50,000
0
2007
5
2008
2009
2010
2011
2012
2013
6
Title of presentation and date
Annual Disconnections per 10K Domestic Customers
60
50
40
30
20
2011
2012
2013
2014
Disconnections down to 5k in 2013 - now down further 600 YTD
Up to 40% of disconnections are vacant premises
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Electricity PAYG Meters
Actual Installs
35000
31,800
30000
25000
20000
15000
10000
5000
0
Q1/2012 Q2/2012 Q3/2012 Q4/2012 Q1/2013 Q2/2013 Q3/2013 Q4/2013 Q1/2014 Q2/2014
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The voice of the customer
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
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.
For cheaper rates. No
bills coming in the door.
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Title of presentation and date
I am hopeless
@bills. I hated
opening the bills
and dreading the
amount I would
have to pay in one
lump sum
You have to pay first
and then you can use it.
It sets of an alarm
when it’s running low.
No bills and easier to
manage my money – no
stress!
Pay as You Go
Customer
in arrears
makes
contact
Special
Help Line
32k
installed
to date
Network
Technician
explains
how it
works
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Title of presentation and date
Electric
Ireland
contacts
ESB
Networks
< 1 hour
installation
time on site
Energy Efficiency Projects
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
Before
After
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Title of presentation and date
Promoting Energy Efficiency
€15k /r
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Our approach to tackling fuel poverty
Payment plans
for customers
who engage
No-one who
engages is
disconnected
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Title of presentation and date
PAYG meters
4% discount
Free installation
No bill shocks
Energy
Efficiency
Initiatives &
Education
Collaboration
with MABS and
SVP
Disconnections
code /
Moratorium
Lowest rate of
disconnections
in the Irish
Market
The Energy Engage Code
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Visit our stand to find out more
€15k /r
15
Thank You
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