Utility Week

UTILITY WEEK | 1ST - 7TH JUNE 2018 | 25 Customers account, so will take the money out automat- ically, without them having to do anything. As well as showing when the bill is due, it would also show whether it has already been paid or not. The panel could come as part of the initial offer when signing up to a utility company, but customers could also opt in at a later date. It is designed to be larger, clearer and simpler than a smartphone or computer. A bespoke central messaging system The problem: Strained or nonexistent cus- tomer relations between utility companies and customers in vulnerable circumstances. How it helps: A platform that offers bespoke customer communications. By signing up via a one-word text (or email or phone call – which can be done by a third party if required), local updates are sent out, such as leaks or streetworks. This can be sent how- ever the customer wishes, such as vocalised message for blind users, or via a nominated person for those who can't or don't want to use their phone or computer. The Digital Doorway Service The problem: Making sure vulnerable cus- tomers feel confident about who is outside their door. Research indicates there is an issue surrounding utilities engineers and vulnerable customers, in as much as door- bells will go unanswered when the customer isn't confident about who is at the door. The second problem addressed here is that only 18 per cent of known vulnerable users are signed up to the vulnerable ser- vices register and able to access the help and advice that affords them. How it helps: When an engineer is at the door, he will scan his ID. This will tell the company his GPS location, and send an alert to the customer the other side of the door confirming that he is who he claims to be. They will receive it via the app, but this can be sent in any format required. If needed or wanted, a text alert can also be set up to a friend, carer or family member to let them know the engineer is there. Additionally, the idea is that the service incentivises people to sign up to the vulner- able services register because they are auto- matically enrolled to the digital doorway service as soon as they're identified as being on the register. Bookie The problem: For the financially vulnerable, paying bills can seem daunting or indeed impossible. If a customer is unable to pay a bill and doesn't let anyone know, they receive successive reminders, by which time they have fallen much further behind with their payments. How it helps: The service creates a person- alised payment plan for each individual cus- tomer, and means they don't have to speak to anyone on the phone. Those on the vulnera- ble services register receive a different service offering them more ways to pay, reminding them when this is about to happen (in a non- confrontational way), and letting them see their whole payment plan whenever they want. Vulnerability is never mentioned in the app, so there is no stigma involved. Consumers can also receive their monthly bill, and reply to the company instantly through the app to tell them they may strug- gle, or how much they can afford to pay – this can then be approved via the app, or the company can choose to get in touch. A live billing aid The problem: According to a recent article by the Financial Conduct Authority (FCA), most customers who are late or unable to pay their bills are aged between 25 and 34. But current apps and statements only tell you about what you have already paid, so will only tell you about a problem that's already happened. How it helps: Using open banking (a recent EU directive whereby FCA-approved compa- nies are allowed access to all your banking data), the system works out which tariffs are best suited to each individual based on their financial history. Vulnerability markers can be assessed through the system, and custom- helping vulnerable customers ers can be offered products and services that are best suited to their needs. The idea is to be a live version of a credit check, able to detect a billing problem before it happens. The system can also access smart meters and advise on how energy could be used in a more cost effective way. It also allows for a utility savings point – whereby on request, money can be auto- matically taken out on payday to fund util- ity bills, so when the bill comes there will already be money set aside for it. A risk assessment tool The problem: A lack of support for custom- ers who may be at risk of falling into vulner- able circumstances. How it helps: The system records moods in all contact with the utility – it will therefore be able to detect if someone who is normally upbeat has become less so. It also notes frequency of contact, which if regular or repeated could be a question of dementia, for example. Energy usage trends will also be taken into consideration through smart meter integration. All these are compiled into an aggregate picture, and subsequent ratings are given for financial vulnerability, and also vulnerability in terms of health and wellbeing. This will tell the utility company as early as possible that there might be a problem, and action needs to be taken. A gas-check button The problem: A lack of support for anyone who isn't comfortable with screen-based interactions. How it helps: The wi-fi-connected button is installed in the home, and will glow red when a gas check is required. When the user presses the button, an engineer will be scheduled to visit the next day. When the engineer visits, he takes photographs of each relevant appliance, which updates with brand, model, age, etc. The button is loaded with those appliances and lights up at times relevant to each appliance. The button can also be synced to an app, so can identify when the engineer is at the door. Brought to you in association with

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