The Challenge
All energy networks are required to communicate with their residential customers for a number of reasons, such as planned outages, managing customer expectations and local disruptions.
Current methods include automated and manual telephone calls, or use of the postal service. These channels are slow and usually lack confirmation of receipt. An added challenge will the loss of the wired Public Switched Telephone Network (PSTN) at the end of 2025.
Increasingly, important communications are being conveyed using digital channels. Whilst digital methods are popular with the majority of customers, it’s estimated that 20% of the population are digitally excluded without easy access to the internet.
As part of the transition to net zero, there will be an increased requirement for networks to communicate with customers to encourage them to adopt low carbon technologies (LCT), such as heat pumps and solar panels. This will require increased communication and information dissemination, most likely done using digital formats.
A lack of effective channels could impede the roll-out and uptake of these LCTs, leaving digitally excluded customers unable to participate in and benefit from these developments.