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30 | NOVEMBER 2020 | UTILITY WEEK Customers contact centre strain and head-off signifi- cant increases in bad debt. The retailer's representative at the event said it was a solution they had tried to push previously, but it has now "taken off because customers need to use it". More generally, the same participant, whose organisation had also had success with the rollout of an app for making "emergency credit" applications", observed that digital options can be extremely helpful in "tak- ing the embarrassment" out of potentially awkward conversations for customers. This was a concept that resonated with the group. Several participants pointed to growing evidence that it was false to assume that people in vulnerable situa- tions necessarily wanted to talk to a per- son. They were keen to explore how digital channels could be used to provide "empa- thetic experiences" in difficult situations. Providing a counterpoint to the inevi- tably downbeat conversation about how to respond to increasing customer hard- ship and vulnerability, there was also a more positive consensus shared by event participants on the legacy of lockdown for consumer awareness and engagement in their consumption. Across the board, our CX leaders said lockdown caused a high spike in the submission of meter reads by custom- ers. While this has dropped off somewhat since formal nationwide lockdown meas- ures came to an end, submission are still significantly up on their previous levels. Our CX leaders took this development as a positive contribution towards their ambi- tions to help customers consumer energy and water in more sustainable ways. Uncertain outlook for CX investment As the debate drew to a close, partici- pants were asked to reflect on the strate- gic standing of the customer experience function in utilities and whether they felt the increased focus it had received during lockdown would endure. While there was a resounding feel- ing by many participants that the legacy of lockdown for the customer experience would be one of increased strategic sig- nificance, this was strongly tempered with observations from two CX leaders. These more cautious participants observed that first, with customer behav- iour still volatile, it is difficult for compa- nies to develop a long-term post-Covid investment plan for enhanced customer experience. And meanwhile, with the full force of an unprecedented recession loom- ing, there was a fear from one leader in particular that "when the chips are down, investment in customer experience will be among the first things to be cut". Jane Gray, content director continued from previous page A t the start of the year I was really excited when I was invited to join the advisory group for the Citizens Assembly on Climate Change. It was com- missioned by six parliamentary select com- mittees and has the potential to create real lasting change. The Citizens Assembly made its recom- mendations last month [see p18], and its report is well worth a read. In the section on heat and energy use in the home, assembly members emphasised the need for a long- term strategy, with a wide range of actors taking steps to move the sector towards net zero. So how do we make changes and achieve some of these recommendations? As the statutory consumer champion for energy, here at Citizens Advice we want to see future programmes and schemes that improve the efficiency of homes, or encour- age investments in energy efficiency and other low-carbon home technologies, have a simple consumer journey and deliver real benefits for people. Our latest discussion paper Lessons for Net Zero brings together some of the things we have learnt over the past decade of schemes, drawing on findings from our research and the experience of our clients and advisers. We looked at various schemes and programmes, including the Energy Company Obligation, the Green Deal, the Renewable Heat Incentive, and the feed-in tariff. Unsurprisingly, we found there were a number of similarities between the schemes, and that they have had mixed success. There have also been some notable policy failures that must not be replicated in future. We know people want to feel informed about their options, and the Citizens Assembly has called for more information and support funded by the government (83 per cent of the assembly members agreed with this idea). We think any new schemes must have a simple customer journey. They should also use all opportunities to influ- ence behaviour and encourage people to make choices that contribute to achieving the net-zero target. Interestingly, members of the assembly also overwhelmingly (91 per cent) backed changes to product standards to make products more energy efficient and "smart". This won't work unless people have clear information and help to make deci- sions about what's right for their homes. We also know people want to be pro- tected. The Citizens Assembly backed a rec- ommendation to deliver simpler consumer protection measures by an overwhelming majority of 92 per cent. The government needs to make it clear it will take action to protect consumers from rogue traders by demonstrating that there is regular, effective, monitoring and enforcement of standards of work. Lastly, we know people want support – future schemes should avoid "boom and bust" approaches and be in it for the long haul. These programmes should be sustain- able and fair, with incentives that people will respond to. The Citizens Assembly's recommendations included putting govern- ment help in place for poorer households. The new Green Home Grant is a really welcome as a first step, but we're not satis- fied it has taken on board all of the learning from previous schemes. If we're to have a truly green economic recovery from Covid- 19, it's essential investments to boost the economy also help to get the country back on track to meet its target to reach net zero carbon emissions by 2050. This means the government will need to do more to invest in and meet the challenges of addressing fuel poverty and achieving the net zero target. And as we know full well from the recommendations of the Citizens Assembly, it won't be possible without support and buy-in from people across the country. That's why we're calling on the govern- ment to introduce a net zero homes guaran- tee to inform, protect and support people to make the changes needed to make homes efficient and switch to low-carbon heat. The focus on a post-pandemic, green, economic recovery will need new skills, jobs and actions. If we get it right, it could lead to both homes that take much less energy to keep warm, and help to keep energy afford- able for all. This opinion piece by Dhara Vyas can be found in full at utilityweek.co.uk The Citizens' Assembly report contains a suite of sensible proposals to promote the net zero agenda – the government should act on them. Comment Dhara Vyas Head of Future Energy Services, Citizens Advice