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This document provides an update on the customer protection measures implemented by CER and the latest findings from the Smart Metering Project.
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Minutes Minutes from IGG meeting – 6th April 2011
IGG Action Items Updated IGG Action List issued in advance of meeting • Actions closed since last IGG meeting: 6 • IGG Actions carried forward:12
CER Update Industry Governance Group 18th May 2011 5
Customer Protection Measures (CER/11/057) To assist the consumer to engage effectively with the deregulated market, the CER has decided to implement the following additional customer protection measures: • increase customer education activities • framework for the accreditation of price comparison services • working group to review the industry switching process documentation • develop a Doorstep Checklist • rolling consumption figures on the back of customers‘ bills • adopt Universal Design • CER publish guidance notes to new Vulnerable Customer definition • ensure Vulnerable Customers are on their most economic tariff rate for the customer‘s chosen payment method. 8
Objective of the CBT “to ascertain the potential for smart meter technology to effectmeasurable change in consumer behaviour, which will result in thereduction of peak demand and overall energy use, when operated with appropriate DSM initiatives.” Large Scale Trials: Residential Trials involved over 5000 Customers SME Trials involved over 650 Customers
Time of Use (ToU) Tariffs Electric Ireland Residential Trial Time of Use Tariffs (cents per kWh, excluding VAT)** * Night rate applies all day Saturday & Sunday for T5 ** Current standard 24hr tariff rate is 14.1c per kWh excl. VAT Electric Ireland SME Trial Time of Use Tariffs (cents per kWh, excluding VAT) *** *** BordGáis Energy & ESBIE calculated the SME trial ToU tariffs for their participating customers based on the agreed methodology.
Billing - Residential Detailed Bill (Residential) Appliance ToU Cost Table Graph of average usage costs (by ToU) Text based messages: • Personalised • Motivational • Historic & peer comparisons • Hints & Tips OLR Incentive (stimulus for subset of customers)
Residential CBT Findings • The deployment of Time of Use tariffs and DSM stimuli are found to reduce overall electricity usage by 2.5% and peak usage by 8.8%
SME CBT Findings • The data gathered from the Trial shows a reduction of 0.3% in overall electricity usage and 2.2% in peak electricity usage for SME participants on DSM stimuli and TOU tariffs relative to the control group
Success among sub-groups • Average overall reduction of 8.51% and average peak reduction of 8.33% among those who reduced overall with overall reductions of 5.74% and 10.25% among those who reduced peak
CBA Approach Objective of CBA is to estimate net cost/benefit of each roll-out option, compared to “no action” baseline Economic & Social Research Institute National smart metering rollout scenarios & assumptions for CBA (design & implementation) developed by CER via consultation process
Total NPV (€m) by Option • The estimated total NPVs for the 12 main national electricity smart metering rollout options analysed are generally positive, and often substantially so
Distributional Bill Impact Across Consumers (Note: VAT savings not included)
Qualitative Benefits Smart Grid Micro Generation Electric Vehicles Smart Home Synergies with other Metering Requirements (Gas / Water)
Next Steps Publish Electricity Reports 16th May Technology Trial Findings Customer Behaviour Trials (CBT) Findings Cost Benefit Analysis (CBA) Consultation on “minded to” Smart Metering Decision August 2011 Final Smart Metering Decision October 2011 Design & Test Phases 2011-13 Rollout Phase 2014-17
Keypad Metering Update Paul O’Brien18th May 2011
Delivery Timeline Budget & Approval Establish Project Team Scope Establishment Definition Phase Design Phase Build Phase Test Phase Cutover Procurement Materials Training Go-Live
Retail Market Assurance Services for the Irish Electricity Market Niemesh Amin IGG February 18th May 2011 niemesh.amin@gemserv.com
Assurance Activity Update Gaelforce Power Small Supplier assurance completed PrePayPower Pending CER approval as a large Supplier June 2011 Market Design Release MCR0179 (completed) OSS Implementation (completed) Assurance product suite currently being updated
June 2011 Market Design Update IPTs almost complete, submitted evidence currently being reviewed Questionnaire reviews completed Participants to submit a copy of Appendix B in the June Questionnaire to RMDS Compile final Assurance report – w/e 27th May Post Project Review to be completed
COS In Progress 12/05/11 – 8,850 • Reviewed Monthly • Suppliers notified of individual switches outstanding and reason • Switch outstanding for Energisation or Token Meter Removal will not time-out • Contact Customer or submit cancellation
RMDS Update Retail Market Design Update Conor Garrigan, RMDS
COS Objections/ET Process Review • COS Process to be reviewed in future • Working Group will focus on COS Objections / Erroneous Transfer • 3 Options presented at 5th July 2010 IGG Feedback received from 3 Suppliers – Option 3 is favoured All Validated Objections will go through unless New Supplier objects within time limit • Outcome of Working Group – Additions to MPD03 Supplementary Information detailing how process must be applied by Suppliers • Working Group invite to Nominees will follow
RMDS Customer Satisfaction Technical Overview & Results for 2010 Paul Fuller May 2011 2 January 2020 Page 44
Overview Quantitative Results Qualitative Results and Responses RMDS Actions 2 January 2020 Page 45
RMDS Customer Satisfaction Survey 2010 – Quantitative Results
Comment Recent IPT And Cutover “Timing and communication has much improved.” Website: “Content added to events in the Calendar could be stored somewhere else as well in a more accessible, easily identifiable way” “Search Calendar by document - or store documents differently.” “Information and documents can be difficult to find.” “Sometimes CRs are included in the Calendar and not in the CR section.” “It's difficult to identify Harmonisation CRs.” “The HRDS section needs improvement - most of the documentation relating to Harmonisation is still in the calendar or CR section - it would be difficult for new users to get up to speed on Harmonisation as the information seems to be in many locations”. RMDS Customer Satisfaction Survey 2010 – Qualitative Results & Actions Response Recent IPT And Cutover • Thank you! Website: • Google search. • In Development • Calendar Search • ARIS Search • CRs are only published on website when they are approved. • Add jurisdiction column to CR Webpages • HRDS section will be overhauled following the publication of Baseline v2.0. In the meantime a link to the CR section and calendar will be added to the HRDS website.
Comment Extranet: “Would be useful to be able to export on-screen information to CSV” “Searching for messages: The results don't seem to be displayed in any order. The ability to sort would be beneficial.” “Resetting passwords is a difficult and lengthy process”. Communications: “I find the RMDS team extremely helpful and good to work with.” “Use a query management tool to track queries/responses” RMDS Customer Satisfaction Survey 2010 – Qualitative Results & Actions Response Extranet: • MCR 179 facilitates this. • This has been forwarded to the Extranet team for investigation. Will revert to market on this. • This is necessary due to data protection requirements. Communications: • Thank you. • Cannot be justified on expense grounds. Business processes have been overhauled in late 2011 to improve queries/responses tracking.
Market Design Update Market Design Update Jessica Gregory, RMDS
