Key Insights from EDRP Trial Feedback - October 10, 2024
Presentation includes key issues from EDRP smart meter rollout experience. Addresses DNO/GT involvement, customer impacts, and recommendations for proactive measures. Encourages coordinated campaigns for customer awareness and sets guidelines for customer issues resolution.
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Presentation Transcript
Feedback from EDRP Trial Thursday, 10 October 2024
Introduction The information in this slide pack is based on the experience gained and lessons learnt from the deployment of smart meters for the EDRP We present key issues that we believe should be addressed as part of the smart rollout programme, based upon out experience in the EDRP This presentation is not intended to give a full breakdown of all EDRP results or issues, and the information contained within should be read in conjunction with the published EDRP progress report 10 October 2024, E.ON, Page 2
One Example 10 October 2024, E.ON, Page 3
DNO/GT Involvement Required Asbestos meter boards, cut out changes, faulty gas ECV s etc. Proactive work by DNO s/GT s should be included in the rollout programme where corrective action is required (including the identification of problem sites) The programme should take a governing role in clarifying the ownership of meter boards/outside boxes across different DNO s, to ensure a consistent customer experience 10 October 2024, E.ON, Page 4
Customer Impacts Customer owned equipment inhibits installation (bad wiring, lead piping, building work/fittings etc.) Unrelated issues being incorrectly attributed to the meter change, e.g. boiler relight issues Marketing and advertising campaigns at a national level, local/community level, and from trusted organisations are required to generate a broad level of awareness across all customer groups A co-ordinated campaign needs to be clear on customer responsibilities with regard to access, fixtures etc. in order to avoid negative publicity and requests for compensation 10 October 2024, E.ON, Page 5
Customer Impacts (continued) Suppliers should allow customers a reasonable amount of time to rectify any issues at their own cost; guidelines should be set by the programme to govern this A trusted independent body should be considered to advise customers on legal status, provide help for vulnerable groups and mediate in disputed cases Messages should be built into awareness campaigns to mitigate against negative publicity from customers attributing (for example) boiler faults to the meter change and rollout programme A process should be developed to address customer refusals and reassure customers 10 October 2024, E.ON, Page 6
Proximity Issue 10 October 2024, E.ON, Page 7
Information Provision Real Time Displays (RTDs) There is anecdotal evidence that some EDRP trial participants did not use their RTDs We recommend further analysis of customer acceptance and usage of RTDs, as well as exploring other potential information channels that customers may prefer 10 October 2024, E.ON, Page 8
Practical/Technological No space for new equipment Meter manufacturers need to be engaged early in the programme and specifications for developing new hardware to similar sizes as current equipment should be agreed Programme planning assumptions should include an allowance for sub- standard meter positions and the additional time needed for installations Communications technologies The design phase of the rollout programme should include the early definition of communications technologies, standards and protocols, to mitigate against a gap in knowledge (most trials to date have exclusively used mobile telephony networks) 10 October 2024, E.ON, Page 9
Programme Issues Programme Planning, Scope and Objectives Ofgem and DECC should ensure that plans for the rollout programme are sufficiently detailed and that scope, objectives and outputs are clearly defined Industry Process Development There should be simplification of industry processes and a review of market roles, in order to alleviate the problems associated with the introduction of change into an already complex model, so that the benefits of smart meters can be realised and customer expectations can be met Data Cleansing The programme plan should allow adequate time for data cleansing and provide for appropriate mechanisms across the market participants involved 10 October 2024, E.ON, Page 10
