Our customer driven future

Transcription

1 Our customer driven future Customer Strategy

2 Introduction At Energex, our customers are at the centre of our business. We want to meet our customers needs and expectations and we want to make it easy for customers to do business with us. We commit to working with customers who are connected to the electricity grid (connected customers) as well as our stakeholders, partners and the broader community. We need to deliver an easy and consistent customer experience to provide positive connections for all our customer groups. To help us achieve this we have written the Energex Customer Strategy. This customer strategy includes principles to guide our people, services, activities and interactions. The principles Safety, Trust, Efficiency, Simplicity and Choice, will help ensure we continue to be a valued partner and a preferred supplier of electricity services for customers across South East Queensland. 1 Our customer driven future: Customer Strategy

3 Our Customers We use four categories to identify our customers Connected Customers, Community, Stakeholders and Partners. Connected customers are the group that are connected to and use our energy grid, customers in other categories also interact with Energex. Partners are other groups who work in the energy industry, such as retailers, electrical contractors and alternative energy providers. Stakeholders are those who represent connected customers such as representative groups and contractors, as well as all levels of government. The Community are all the people who may have contact with Energex or the electricity grid. It is important that we deliver an easy and consistent customer experience for all, to ensure our interactions are effective and meet our customers expectations. Additionally, we need to consider the interactions that take place between the customer categories and recognise that connected customers are part of our community. Our stakeholders are also often connected customers as are our partners. These interactions mean we cannot view one category independently of the others. Therefore the experience for all is important. Community are the people who are potentially affected by the distribution infrastructure operated by Energex, either in use or during installation and maintenance. Community Connected customers Individually managed customers Directly affected customers Consultants Other distributors Electricity retailers Property developers Partners Small to medium business Large business Residential Stakeholders Electrical contractors Connection service providers Solar and alternative technology providers Suppliers of non-network solutions Suppliers of energy management products and services Contractors Shareholders Local councils Representative groups Government and regulators Our customer driven future: Customer Strategy 2

4 Customer Principles How we work with customers (Customer Principles) underpins our customer-driven business, and these principles are essential to ensuring we meet our customers needs and expectations. Our customer principles are Safety, Trust, Efficiency, Simplicity and Choice. Safety Deliver safe and secure products and services Trust Form strong relationships and partnerships based on trust Efficiency Supply products and services at a competitive, affordable and sustainable price Simplicity Communicate, engage, design and deliver products and services that are easily accessed and understood Choice Provide choice through innovative products and services 3 Our customer driven future: Customer Strategy

5 Achieving our Customer Principles In order to meet our customers needs and expectations it is important that we look at all areas of our business and how we integrate our customer principles into business activities. This means our customer principles need to be at the core of our services and programs. We can achieve our customer principles by ensuring that we: Make our products and services easy for our customers to access and understand Communicate and engage with our customers to offer our products and services in a manner they prefer Actively involve our customers so we can better understand and respond to their needs Integrate new technologies to ensure greater choice for our customers now and in the future Provide best value for our customers by continuing to lower our cost to serve Invest in developing new affordable products and services to meet customers expectations Our customer driven future: Customer Strategy 4

6 Customer Analysis Connected Customers Who Connected Customers are customers who are the recipients of our services, including: Community Residential Small to medium business Large business Individual and portfolio managed customers Directly affected customers Customers with special needs New energy services Customers outside SEQ Partners Connected customers Stakeholders Value to Customers Provide safe and efficient connected electricity services Minimise customer energy costs Enable customers to make informed energy choices Improve customer interactions and service experiences through adopting new technologies Partner in the future energy market Our Customer Commitment We will: make it safe and simple for customers to connect and stay connected to our network proactively work with our customers to understand their needs and preferred methods of communication develop products and services and integrate new technologies to give customers choice in their energy needs manage our network to ensure our prices are sustainable and competitive 5 Our customer driven future: Customer Strategy

7 Community Who Community are our customers who are affected by our services and distribution infrastructure, either in-use or during installation and maintenance, including: Community Community within SEQ Community from other geographical regions affected by our services Value to Customers Community safety maintained Partners Connected customers Stakeholders Better social and environmental outcomes Greater understanding of new products and services available Our Customer Commitment We will: provide a safe and reliable network for the community provide positive experiences for the community engage with the community in a way that allows them to provide input into our decision making process embrace corporate social responsibility to ensure balanced social and environmental outcomes ensure the community is educated and informed on electricity safety, energy efficiency and demand management Our customer driven future: Customer Strategy 6

8 Stakeholders Who Stakeholders are our customers who have a key interest in the efficient and service-oriented operation of our organisation, including: Community Federal and State Government representatives Community advocacy groups Energy Ombudsman Industry associations Regulators Local Councils Local Government Association of Queensland Partners Connected customers Stakeholders Value to Customers Direct input on Energex s decisions and operating framework A co-operative whole of industry approach in the Australian energy market Our Customer Commitment We will: continue to be ethical and ensure we operate in a fair and reasonable manner work collaboratively and engage with our stakeholders to ensure the industry works in the best interest of our customers be transparent and respond to enquiries in a timely and effective manner operate efficiently to ensure we have an engaged and productive workforce and our assets are managed effectively be an enabler and leader in future energy solutions 7 Our customer driven future: Customer Strategy

9 Partners Who Partners are customers in our service supply chain that help meet our connected customers needs, including: Community Electricity retailers Electrical contractors and other professional associations Distributors and generators Solar and alternative technology providers Connection services providers Consultants Property developers Suppliers of non-network solutions Suppliers of energy management products and services Partners Connected customers Stakeholders Value to Customers Deliver coordinated and seamless services to connected customers Maintain value added relationships with Energex in the electricity supply chain Influence Energex s decision making and operating framework Provider of new products and services Our Customer Commitment We will: work collaboratively with our partners to deliver best outcomes and a positive customer experience engage with our partners to ensure our processes are safe, simple and efficient efficiently meet our required market obligations to maximise outcomes and opportunities for the industry be a trusted partner in the way we interact and deliver services be an enabler and leader in future energy solutions Our customer driven future: Customer Strategy 8

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11 For general enquiries: (8am to 5:30pm, Monday to Friday) Telephone interpreter service Follow us on twitter.com/energex Like us on facebook.com/energex Energex Limited 2016 Energex and Energex Positive Energy are registered trade marks of Energex Limited Energex Limited ABN GPO Box 1461, Brisbane QLD 4001

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