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The Topic: Smart metering UTILITY WEEK | 27TH JANUARY - 2ND FEBRUARY 2017 | 11 I f the industry is to seize the full benefits that the digital trans- formation brings to our energy market, a big step-change to recruit- ment is required to support the new jobs and opportunities that the smart meter rollout brings to the economy. Until now, energy consumption has been stuck in the dark ages. Customers have become accustomed to noting down their meter readings in a dusty cupboard under their stairs and living with complicated bills with confusing prices. Nowadays people expect hassle- free billing and accurate information. Already millions of customers have taken control of their energy use (4.89 G iven that all energy consumers will be paying for smart meters, we want all households to benefit from them – not just the capa- ble and technology savvy but also vul- nerable people, including older and disabled people, and those who don't use the internet. At the moment, we're not confident energy suppliers – who are ultimately responsible for ensur- ing their consumers benefit – are providing the support that vulnerable people need. In 2015, Citizens Advice's research found that many suppliers were not sufficiently prepared to deal with consumer vulnerabilities in the smart meter rollout. Responses from some Column: "Recruiting for the smart economy" Column: "The smart meter rollout needs to be inclusive – nobody must get left behind" WHAT'S IN THIS ARTICLE l Nicki Hussain on training, p11 l The importance of getting the supply chain right, p12 l The infrastructure behind the DCC, p13 l Why water should join the smart revolution, p14 l Water trailblazers, Thames and Anglian p15 l The cost of the energy rollout, p16 because of the pressure to hit the 2020 target, the water sector is also beginning to embrace smart metering. Thames Water and Anglian Water are among those installing smart meters, targeting business customers (those who are able to switch in Scotland and those who will be able to do so in England from April). The deployment is slower, but the impact no less significant. Customers are able to closely monitor their usage – and their costs – while water companies are able to find leaks more easily and reduce meter reading costs. The efficiency angle also applies, and Thames is targeting London as its first area for mass deployment in domestic properties. The aim is to encourage water-saving behav- iour, reducing demand and stresses on a stretched resource in the South East. Smart revolution Once smart meters are deployed, it is hoped consumers will see the benefits. Customer service should improve, as should the ease with which they can switch, and bills should instantly become accurate. A smart meter should also be something of a gateway device, opening up the household to more smart devices and systems, including the potential for demand response. Another advantage is that they will help cut energy usage, which not only helps to reduce bills, but also cuts emissions. British Gas, which has led the way by installing more than 1.5 million smart meters, estimates that customers with the device save on average 3 per cent on their bills. As energy minister Nick Hurd said: "The rollout is not the silver bullet for fuel poverty – that is entirely right – but those are not insignifi- cant sums of money." 2013 2014 2015 2016 20187 2018 2019 0220 SMART METER ROLLOUT PROFILES 2014 rollout profile current rollout profile to 2020 Number of smart meters installed (m) 16 14 12 10 8 6 4 2 0 Source: BEIS million according to the latest govern- ment figures) with electricity and gas readings instantly sent to their suppli- ers and costs being clearly displayed in their homes onscreen in pounds and pence. This upgrade goes far beyond an end to estimated bills and money savings. The smart meter network is a vital component of the future's "smart economy". Data from these meters will enable a smart grid – the flexible energy system needed to support a greater use of renewables, electric vehicles, battery storage systems and much more. But amidst the excite- ment of technology evangelists, we need to make sure this energy upgrade results in an upgrade of skills, jobs and opportunities across Britain. We already have around 5,000 installers; however this isn't enough to meet the goal of offering every home a smart meter by 2020 – we pre- dict that we need to recruit another 6,000 over the next 12-18 months and therefore the recruitment programme needs to rapidly accelerate. Nicki Hussain, head of the National Skills Academy for Power Read the full column online at: http://bit.ly/2iZJaDS indicated they were confused as to whether they even needed a strategy to deal with vulnerable consumers, a worrying sign given the scale of the challenge industry faces between now and 2020. In order to ensure everyone ben- efits from smart meters, we are calling on all suppliers to think particularly carefully about their aercare offer. We know the installation, currently the main means for installers to help consumers learn how to use their meter, can be an overwhelming experience for some. People are given a large amount of information in a short period and it can be difficult to take in. Suppliers need to be proac- tive in helping people to understand their new meter and in-home display, whether through follow-up visits and phone calls or by sending personal- ised hints and tips about how people can get the most out of their smart meter. It is important that suppliers make sure that as this new technology transforms how people to use and pay for their energy, nobody is le behind. Daniel Walker-Nolan, principal policy manager, Citizens Advice Read the full blog online at: http://bit.ly/2iZG9mY