Utility Week

Customers VULNERABLE CUSTOMERS 22 | 8TH - 14TH JUNE 2018 | UTILITY WEEK Part 1: technology Customers should have access to specialist support to help them make informed choices in light of their individual situation. Where customers require regular or on-going assistance in such circumstances, there is an opportunity for companies to consider providing Customers shouldn't have to tell companies about their particular circumstances or characteristics more than once. But technol- ogy can be used to support this – case-management flags, markers and contact notes, for example, could be employed to highlight particular vulner- abilities. Alerts could also be triggered if income stops going into the account, there is reduced income in the account, there are repeated charges for All customers, but particularly those at risk of being scammed or financially abused, need to be (and feel) protected, because only then will social change be effected, as the relationship between utilities and customers is strengthened and affirmed. And as important as new tech is, improvements to existing technologies can be just as helpful to vulnerable customers. Take solar panels as an example – like so many less widely-established technologies they are already coming down in price, which will make them more accessible. And as researchers refine the technology, it is plausible they'll end up being built into all new housing as standard. This would mean satisfying demand with sufficient generation would no longer be an issue – the idea being that as long as energy can be optimised, it needn't be rationed. Energy optimisation technologies not only have the potential to make the system more reliable and secure, they can also improve power quality, encourage lower costs and reduce emissions. But as Matt Rudling, director of customer services at UK Power Networks points out, while technology has the power to revolutionise the industry, it must be approached in the right way: "The transformation in energy could significantly alter the way individuals and households engage and consume their electricity, but there is the risk – as arose with the advent of broadband – of some customers being le behind or placed in vulnerable circumstances. That's why our vision for the future is to ensure we create a flexible, smart and inclusive grid for all." Challenge 3: Identifying vulnerable customers, and offering a bespoke solution Challenge 4: Improving engagement – the right place, the right time, the right approach Challenge 5: Harnessing technology's potential to boost business and bring about social change dedicated points of contact to support them. But with GDPR on everyone's lips (and clogging up our inboxes) companies need to be mindful of consumer protection legislation and ensuring that sensitive personal data is recorded and shared in accordance with data protection rules and customer preferences. This is further complicated by the fact that customers will not always choose to disclose their particular vulnerability or allow their data to be shared or processed, but at customers' request, companies could make it easy for a friend or family member to help manage their energy bills, for example. overdras being applied, and so on. Dealing with each and every customer according to their circumstances is difficult, espe- cially for larger companies. It requires accurate judgement by individuals, which is made more difficult by the fact that some of those circumstances require specialist treatment and a deep understanding of the issues that such circumstances create. It also requires a level of understanding that may be lack- ing from those on the front line, and may therefore require a sig- nificant investment in training. When considering vulnerabil- ity strategies, it is worth thinking about conducting a risk assess- ment of the company's target market, as well as the products and services it offers, in order to identify areas where customer vulnerability may occur. This should then allow the organisa- tion to properly define vulner- ability in the context of its own strategy and customer base. WHAT'S NEXT? What emerges across the board when talking about technology relating to vulnerable customers is that alignment is crucial – not just within regional branches, companies or even sectors, but across the industry. To support this ongoing necessary alignment, Utility Week is hosting The Consumer Vulnerability Conference 2018 on 5 July in London. The aim of this event is to turn conversation into action for customers in vulnerable circumstances, through presentations and debates from key industry delegates, seminars and workshops. More information about the event can be found at: www.event. utilityweek.co.uk/vulnerability The consensus would seem to be that the industry should, and would like to, identify opportunities to collaborate on areas where there is a common agenda and an opportunity to improve the outcome for customers in vulnerable situations. As identified at this year's Utility Week Live Hackathon event, disruption of the energy sector is only set to accelerate, and the era of energy optimisation has arrived. But the energy sector needs to not only keep up with new technologies but embrace them in a way that does not leave the vulnerable more disadvantaged. This will be a challenge, but the rewards the sector can reap from facing and conquering that challenge will be immeasurable.

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