As technologies and customer expectations change, so do utility practices. Here’s a snapshot of the various ways utilities are changing and what has changed.
| Conventional | Emergent |
|---|---|
| Single monthly option for bill payments | Choices including prepay and payment plans – that can be made online or in-person |
| A uniform rate structure for all residential customers | Dynamic and segmented residential rates based on customer energy needs and habits, such as electric vehicle drivers |
| Waiting for customers to come to you with problems | Regularly assessing customer needs through ongoing outreach and communication |
| Procuring only the lowest cost resources | Ensuring access to a diverse resource mix and system attributes |
| Evaluating environmental impact of operations | Evaluating energy equity in operations |
| Reading meters | Using AMI |
| Reliance on peaking plants | Dispatching storage assets |
| Press releases | Social media updates |
| Office-only employees | Teleworking and flexible schedules |
| Indifference to DERs | Accounting for and incorporating customer assets into system planning and permitting |
| Reactive system maintenance and repair | Predictive analysis for prioritizing upgrades and replacements |
| Paper-based processes |
Cloud-based processes |
