Utility Week

24 | 1ST - 7TH JUNE 2018 | UTILITY WEEK Customers Analysis W orking with special advisers from across the industry, the hackers task was to investigate how the imaginative use of existing and new data- sets, as well as the creative development of interfaces, can identify vulnerable custom- ers. They also examined ways in which utili- ties might then be able to better engage with and help those customers, and the results surpassed all expectations. This is what they came up with. A 'divide and conquer' CMS system The problem: Having vast swathes of his- torical data but not being able to find or use the right information about a customer – and their preferences and behaviours – at the right time. How it helps: To better engage with custom- ers, suppliers would benefit hugely from being able to access a single content man- agement system (CMS). This could be shared across the various utility companies used by the individual, and would mean they could open a screen that would immediately tell them key information about that customer. This could include their contact preferences, payment history and behaviours, and any relevant information about their health and wellbeing. The system could also list the contact details of a nominated person to talk about the account, so that if there was a problem, that person could step in and help on behalf of the customer – this could be a friend, neighbour or even a nominated charity. The system could include a customer-fac- ing app, which could alleviate call volumes by providing billing information and an interface through which customer and com- pany could communicate without speaking on the phone. Additionally, the CMS would allow com- panies to identify when a person's behaviour had changed, which would allow them to step in and offer help without the customer having to ask. In line with GDPR, a setting is included whereby some information (such as recorded phone calls or information the customer does not want to be shared) would be held only by one utility and not shared across the system, but if the customer were to give permission for this to be shared, it could be done so at the touch of a button. Three barrier-breaking automation processes The problem: Customers that either cannot or do not want to communicate with their utility companies. Not all of these custom- ers are necessarily vulnerable, but by nomi- nating a willing third party to manage their communications, there is a conversation established whereby this can be monitored and identified. A secondary issue was addressed too, that customers don't necessarily know (or don't want to admit) they are falling into vul- nerable circumstances. How it helps: The app automates the pro- cess of adding a third party to your account, and it can be in any given language (this was identified as one of the reasons customers are unable to communicate with a utility, and not being able to do so for whatever rea- son can mean the customer falls unnecessar- ily into vulnerable circumstances). The issue of customers not knowing or wanting to admit they may be in vulnerable circumstances was addressed with a second automation process, which focused spe- cifically on billing behaviours. If a customer were to pay a bill late, or even later than they normally do, the app would flag them up as "at risk" to all of their utility companies. This would give them all a chance to step in and help, without having to be approached. A third module developed by the hackers was designed to tell all a customer's utility companies their preferred method of com- munication, without them having to do any- thing, as it would record their response times to text, email, letter and phone, and auto- matically default to the preferred path. A platform that asks, so you don't have to The problem: Customers not wanting to inform their utility company of any issues that might affect their circumstances, such as mental health or bereavement. How it helps: Providing an online platform that allows customers to inform their utility companies of their preferences, without the customer ever having to say they need help. It was identified that being contacted and opting in to say "I would like to receive a ser- vice in this way" is far preferable to having to contact a utility company and say "I have this problem, please can you help?" This is all entirely online, but can also be dictated and presented in braille, and asks questions surrounding preferences in a way that allows the company to communicate with their customer in a way that they would like and understand. The Bill Box The problem: Customers falling behind on bills, which is an issue that can quickly spiral out of control, and seem increasingly difficult to manage. This could be due to dementia, or any memory issues. How it helps: A panel that you can stick on a fridge or wall that displays a calendar month at a time. It shows the user when bills are due to come out, and is linked to their The Great Utilities Hack Off: helping At Utility Week Live 2018, 20 hackers (made up of software developers, researchers and designers) split up into ten teams and worked for 12 hours straight on how to identify and support customers in vulnerable circumstances.

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