Networks NSW. Customer and Stakeholder Engagement Strategy. NSW Customer Reference Group. 22 NOVEMBER 2013 Kylie Yates Mike Martinson
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1 Customer and Stakeholder Engagement Strategy NSW Customer Reference Group 22 NOVEMBER 2013 Kylie Yates Mike Martinson Group Manager Corporate Affairs Group Manager Network Regulation
2 What is? Formed on 1 July 2012, comprises Ausgrid, Endeavour Energy and Essential Energy Separate companies, managed under common governance arrangements with a common CEO and common Senior Management was established by the NSW Government to: Help reduce electricity prices and save $400M over 4 years. With these savings to fund electricity rebates for families and low income households struggling to pay electricity bills The three networks will submit individual proposals to the AER, and have separate consultation/engagement plans (with some common elements) NETWORKS NSW (Umbrella Agreement) AUSGRID ENDEAVOUR ESSENTIAL 2
3 area Key facts: 4.5 million customer connections 800,000 square km 2.2 million power poles 283,000 km of power lines 193,000 substations 13,000 employees (approx.)
4 - Focus on Customers The has 7 strategic plans, including a Customer Value Strategic Plan. We have identified 4 areas of focus in our Customer Strategy: Purpose: Deliver customer-focussed services and network prices that represent value for money for our customers and communities Understand our customers and stakeholders Evaluate and respond to feedback Communicate with customers Measure our success in engagement Objective and Initiatives Objective and Initiatives Objective and Initiatives Objective and Initiatives Aligns with AER consultation guideline 4
5 Key considerations and opportunities for AER process Key considerations New NER requirements, intent and AER consumer engagement guideline, principles Other approaches to consultation eg SA power networks Our past consultation for submission process for gaps Our BAU engagement channels for opportunities to leverage (Facebook, twitter) Our previous research and customer feedback what do they want? Our new Customer Strategy customer focus Key challenge AER Consumer Engagement Guideline released Nov proposals already well advanced Opportunities identified Strengthen Traditional research, consultation, targeted engagement, website content Leverage Develop = leverage as a group our understanding, tools, efforts eg research, joint stakeholders New, dedicated digital channel. Co-branded Facebook page: Your Power Your Say 5
6 Consultation objectives for our proposals to the AER Meet National Electricity Rules (NER) requirements & AER expectations Undertake research to better understand customers views, needs and priorities to focus consultation Provide a range of engagement tools to allow customers to choose their level of engagement via their preferred channel Introduce a new, more innovative forum for engagement that is consistent across the three NSW network and which allows for longer-term engagement outside the AER submission process Inform customers and stakeholders about the factors that influence network operations and pricing so they can provide meaningful feedback Report back to customers and stakeholders on how we used their feedback and the businesses investment proposals 6
7 Customers and Stakeholders Source: Annual Reports 2010/11 Residential customers & groups Government Large customers & groups Regulators Other interest groups Media Market Participants 7
8 Consultation approach Research Analysis of existing customer feedback, eg: social media interaction traditional media activity BAU consultation customer correspondence, including EWON Stakeholder workshops and or meetings to explain Qualitative and quantitative customer research Opinion Leaders Survey (Essential Energy) Inform, Consult & Engage Social media campaign - new channel for two way dialogue (Facebook). New website page/hub including social media and digital outreach for consumer access to information & feedback. Some with Feedback tab. Presentations to each business Customer Committees, Rural Advisory Group Letters, s to key stakeholders Joint presentations to common stakeholders: face-to- face Presentations to unique network stakeholders, customer forums - Includes moderated regional workshops Report back Source: Annual Reports 2010/11 Continuous reporting back on Facebook page after each topic How engagement has/has not influenced proposals Plain English summaries Comprehensive review of all engagement activities Publish report Stakeholder presentations of results Next steps - further embedding engagement Transitional proposal due 31 Jan 2014 Substantive proposal due 31 May 2014 June 2013 April
9 Digital Strategy Your Power Your Say Joint Facebook page, launched 11 November Ausgrid, Endeavour Energy, Essential Energy Seeking customers views, feedback and priorities to influence our plans and submissions 60% of Australians on Facebook, users spending more time on it, Mums & Dads Topics include: What's an electricity network? Reliability Streetlights Solar Vegetation Management Customer Communications What should be our highest priority? Pricing Metering Safety Energy efficiency Demand Management 9
10 Why Facebook? Users can stay on one platform Open, accessible, transparent - everyone can see all posts and comments. Allows customers to choose level of engagement at any time: ie to read, follow, comment or share Interesting content, different posts to inform and engage: - infographics: a topic at a glance - polls: for quantitative feedback on a topic - videos - photos - questions, comments Flexible, can change content based on feedback Analytics to measure reach, engagement etc Highly cost effective Promotional strategy to boost reach Source: Annual Reports 2010/11 10
11 Results so far Your Power Your Say Analytics from Week One (11 17 Nov 2013) Source: Annual Reports 2010/11 Likes Page visits People engaged Reach Fans by age Fans - gender per day (average) 2,593 (liked, commented, shared or clicked) 2,312 (organic) 23,700 (with advertising) >25 years = 75% >35 years = 46% Male - 61%* Female -37%* *Does not equal 100% due to set ups of personal Facebook profiles 11
12 Next Steps Source: Annual Reports 2010/11 Continue to build engagement on Your Power Your Say First Your Power Your Say feedback reports published by December CEO to key industry stakeholders about consultation & Your Power Your Say Face - to - face consultation Assessment of consumer engagement Embed engagement into ongoing (BAU) activities 12
13 Ends Follow the page at
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