Lead the Transition - Serve the Customers - E.DSO
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Lead the Transition – Serve the Customers
41 DSOs, 2 Associations, Founded in 2010
24 Countries
11 full-time staff in E.DSO
Serving > 350 million Secretariat
citizens
Participation in all EU expert
2
groups in Smart Grids
12
Participation in EU-funded (SGTF, ETIP SNET, TSO/DSO
research projects Platform)
Industry Figures
€ 27 billion annually 7 million km of distribution
for grid investment lines (9 times from Brussels to
the moon and back)
+330,000 DSO grid
jobs in the EU 35% of all value chain of
electricity sector
10 years E.DSO – the trusted voice of Distribution System
Operators in Europe
E.DSO was founded in 2010 as ‘EDSO for smart grids’ by Connecting the dots
11 leading electricity distributors gathered around a common
goal: to develop and deploy smart power networks across The last ten years have been quite a journey: from the first
Europe and to facilitate the energy transition. Over the past InnoGrid conference in 2012, the first participation in EU-
ten years, E.DSO has grown from a small gathering of DSOs funded projects in 2013, the establishment of the three
to a firmly established and broadly-recognised association in committees (policy, projects and technology) in 2014, the
the EU’s energy scene. important work on the Clean Energy Package throughout the
years 2016-2019, including the recognition of DSOs through
Counting today 41 members, and being assisted by a the new ‘EU DSO Entity’ that will be launched soon, to the
secretariat of 11 full-time staff members from 8 countries, the establishment of our Stakeholder and Innovation Council in
association represents an industry that spans the continent 2018, that proved to be a valuable asset, having helped us
– connecting 350 million EU citizens, operating seven million to shape our understanding of ‘innovative resilience’ to tackle
kilometeres of electricity lines, with annual investments the ongoing coronavirus crisis.
amounting to EUR 27 billion and providing jobs to 330,000
people. The next decade: paving the way for a 3
‘Green Recovery’ and a customer-centric
energy system
We continue in that spirit, facing upcoming challenges
including the ‘Green Recovery’ where DSOs have to play
their role, making the Green Deal a European success story,
and continuing to put customers at the centre of the energy
transition.
E.DSO Lead the Transition – Serve the Customers
Contents
Foreword5
Introduction6
Key messages 8
Regulatory framework set by the Clean Energy Package 9
Case studies: DSOs delivering added value to their customers 10
Arranging a grid connection 11
Case n°1: Providing a grid connection (Caruna) 11
Case n°2: Connecting prosumers with remote generation (ESO) 12
Case n° 3: Automated new connection application – One click story (ESO) 13
Providing relevant data (e.g. consumption data through smart metering), using new digital technologies 15
Case n°4: Client portal and the smart phone app “Enedis à mes côtés” (Enedis) 15
Case n°5: Qliente Project (i-DE) 16
DSO-customer communication (e.g. in case of disturbances or outages) 18
Case n° 6: Customer service (JSC “Sadales tīkls”)18
Facilitating data exchanges with third parties 20
Case n° 7: Automatic data exchange and customer service processes with electricity traders in Latvia – data hub (JSC
“Sadales tīkls”)20
4
Case n°8: Data Connect (Enedis) 21
Enabling new and innovative services and helping customers to become active and reap the benefits of the
energy transition 23
Case n°9: Marketplace platform (Caruna) 23
Case n° 10: Independent trading platform ENTRNCE (Alliander) 24
Case n° 11: Customer interaction field trial “EnergieKoplopers” – Energy front runners (Alliander) 25
Case n°12: Smart and fair network tariffs (Enexis) 27
Conclusions29
E.DSO would like to thank the members of the Working Group Additional contributions received from:
‘DSO customer relations’ that prepared this brochure:
Lead: Riikka Hirvisalo-Oja (Caruna, FI) Fons Jansen (Enexis, NL)
Secretary: Henning Twickler (E.DSO, BE) Mindaugas Pranaitis (ESO, LT)
Paul de Wit (Alliander, NL)
Santiago Gallego (i-DE, ES) June, 2020
Joachim Gruber (Netze BW, DE)
Marie Picut (Enedis, FR)
Liene Lauceniece-Ivaninoka (JSC “Sadales tīkls”, LV)
For any requests, please contact:
henning.twickler@edsoforsmartgrids.eu
Foreword
Distribution system operators are deeply involved in a consumer-centric
approach of the energy system and convinced by its necessity. This document
reflects our actions and practical solutions we already provide to this end.
As regulated actors, our missions’ framework is particularly supervised.
Nevertheless, we are always acting and innovating to improve the quality of
our service and build the bridge between customers, the electricity network
and the energy transition.
The role of the consumer in the energy system has been considerably
increasing for several years, as generator but also as flexibility provider.
Developing such solutions also reflects our understanding that the whole
system decarbonisation starts at local level, at customer’s level. DSOs pay
close attention to consumers’ expectations and are committed to meet their
needs. As local operators, we are systematically involved in customers’
projects, whether for connecting their building, accompanying them in energy
communities’ implementation, or helping them to manage their electricity
consumption.
E.DSO members are at the core of the digital transformation of the energy
system too. Technology is one of the best ways to innovate and to constantly 5
improve our engagement with customers. The digitalisation of our networks
and services is part of our DNA.
Digital solutions, which are already rolled out, have proven to be effective
in maintaining the link between DSOs and their customers all along the
coronavirus crisis. The following tools have been critical to regularly inform
citizens about our actions and to ensure the effectiveness of our essential
services.
The next steps will be to contribute to the Green Deal objectives, which intend
to reach climate neutrality by 2050, while keeping the consumers active and
at the centre. We will actively take part to it and continue acting for developing “The next steps will be to
solutions to accompany customers in the energy system transformation. contribute to the Green
Over the past decades DSOs’ role in the energy system has been constantly Deal objectives, which
changing to a more “active” one. I personally believe that it deeply serves our intend to reach climate
main mission, which is making the link between all stakeholders of the energy
neutrality by 2050, while
system with a specific attention to consumers.
keeping the consumers
active and at the centre.”
Christian Buchel Christian Buchel
Chairman E.DSO Chairman E.DSO
Introduction
The electricity distribution network is the direct link between operators, including DSOs, for instance by participating
energy consumers on the one hand and electricity generation in demand response schemes, temporarily lowering their
and transmission on the other. It is the ‘backbone’ of our energy demand in peak periods. This is even more needed in the
system. European DSOs connect 260 million customers of future, anticipating a system that is mainly based on volatile
which the vast majority are residential households and small renewable energy sources and that is highly electrified.
enterprises.
It is evident that the energy transition – and along with it,
Historically, the energy system was unidirectional – electricity the attainment of our carbon reduction targets and climate
flowing from big generation units, usually conventional thermal ambitions – cannot succeed without having the citizens on
power stations, through the transmission and distribution board. Their active participation enables an energy system
networks, directly to the final consumer. However, this is that is organised bottom-up consisting of optimised energy
changing in the course of the energy transition. Flows are systems of different sizes – from the individual prosumer
increasingly multi-directional, and the energy landscape is through energy communities, contracting models, small,
becoming more diverse, with various new actors emerging. medium and large DSOs to the overall system.
The formerly ‘passive’ consumers themselves are undergoing DSOs, as the direct link between consumers and the
such change. With more people owning small-scale whole energy system, acknowledge this reality. At the same
generation units, for example in the form of solar photovoltaic time, DSOs also acknowledge that encouraging citizens
(PV), and feeding self-generated electricity into the network, to become actively involved in the energy transition must
6 ‘active’ consumers or electricity ‘prosumers’ are becoming not result in punishing those that (for various reasons) do
much more commonplace. not or cannot become more active. This is particularly true
However, consumers do not only become more active on for vulnerable consumers – and also expressed in the
the supply side. They are also a valuable source of flexibility conclusions of the 11th Citizens’ Energy Forum, organised
for the energy system, adjusting demand patterns to system by the European Commission in September 2019, which
needs. They can provide ancillary services to system state that “[c]onsumers should be encouraged to switch to
1 https://ec.europa.eu/info/sites/info/files/11th_citizens_energy_forum_consolidated_final_conclusions.pdf
E.DSO Lead the Transition – Serve the Customers
sustainable energy use, while ensuring that no consumers
are left behind irrespective of the source of energy they
use.”1 DSOs, as regulated entities, cater to the needs of
all their customers and as neutral market facilitators do not
discriminate between any parties connecting to their system.
This paper presents a set of key messages on customer-
DSO interactions. It looks at the changing regulatory
framework following the adoption of the Clean Energy for All
Europeans Package and particularly the relevant consumer
and DSO provisions. Different use cases on how DSOs
interact with their customers are presented. These include:
a) Arranging a grid connection, b) Providing relevant data
(e.g. consumption data through smart metering), c) DSO-
customer communication (e.g. in case of disturbances or
outages), d) Facilitating data exchanges with third parties, e)
Enabling new and innovative services and helping customers
to become active and reap the benefits of the energy
transition. 7
In addition, DSOs are committed to actively encouraging
customers to organise themselves. They will facilitate
customers initiating Energy Communities or using the
services of commercial providers like contractors respecting
the genuine interest of their connected customers.
E.DSO Lead the Transition – Serve the Customers
Key messages
Citizens play a central role in the energy transition, proactively facilitated by the DSO
1 DSOs are the direct link between our customers and the wider energy system. Furthermore, DSOs connect more than
90% of renewable generation, with a growing number of decentralised renewable energy sources connecting to the
grid from DSOs customers’ premises.
DSOs move away from the notion of ‘connection points’, adopting a more customer-centric
approach
2
DSOs were long considered mere providers of the physical infrastructure while their interaction with customers was
mostly limited to technical or administrative issues. But DSOs can be much more when moving beyond their traditional
role of network operators towards being active system managers, providing new and innovative grid services to their
customers while at the same time respecting unbundling rules indicating which activities are in the regulated and the
commercial sector.
DSOs implement new technologies and offer innovative services to their customers, especially
8
3 if these services cannot be provided by the commercial sector
Smart meters gather crucial data that form the basis for increased customer engagement. Client portals and apps are
also necessary tools to access and visualise the information obtained through smart meters.
Digitalisation of communication between DSOs and customers is key
4
This includes new features to be implemented, such as displaying information about outages and scheduled
maintenance works but also information on new services and ways for the customer to become more actively involved
in the energy system. The services that have been already implemented have obtained excellent acceptance from
customers.
A customer-centric energy transition requires a clear regulatory framework that accounts for
dynamic developments and innovation
5 Flexibility is needed when planning and implementing regulation. Regulatory sandboxes must allow for testing new
customer-DSO interaction models that can benefit consumers and society, and ultimately drive forward the energy
transition.
A customer-centric energy transition facilitated by DSOs enables a bottom-up construction
6 through optimised energy systems of different sizes and organisations.
It requires the proactive action by electricity DSOs to identify customer needs while limiting complexity and increasing
acceptance through participation.
E.DSO Lead the Transition – Serve the Customers
Regulatory framework set by the Clean Energy Package
In November 2016, the European Commission proposed a in particular with consumer energy management systems
comprehensive update of its energy policy called the Clean and smart grids, in accordance with the applicable Union
Energy for all Europeans Package (CEP). This package data protection rules’ to help consumers to monitor their
was adopted in 2019 and brings significant benefits for energy consumption.
the customer and the environment. It also recognises the
The CEP is also important for market parties:
increasingly import role of DSOs, especially in integrating
renewables into the system. Since more than 90% of the • DSOs can provide market parties, with the consent of the
renewables are connected at the distribution level, a good customer, validated historical consumption data and non-
cooperation between customers, market parties and DSOs validated near-real time data. This enables market parties
is essential. to create accurate offers and to create new and innovative
services.
The role of the consumer is strengthened in the CEP: • In order to promote competition in the retail market and to
• Consumers can form a Citizen Energy Community (CEC). avoid excessive administrative costs, Member States shall
The primary purpose of a CEC is to provide environmental, facilitate the full interoperability of energy services within
economic or social community benefits for its members the union. Since DSOs are the neutral market facilitator
or the local areas where it operates rather than financial this will have a big impact on DSOs.
profits. The consumers in a CEC can jointly invest in The role of the DSO is strengthened by the CEP:
small renewable production resources and share the
generated energy among each other. DSOs can facilitate • DSOs are allowed and incentivised to procure flexibility 9
the electricity transfers within CEC and the integration of services, including congestion management. The energy
CEC into the distribution network (as a whole system). transition requires that the DSO has more tools at its
DSOs encourage Energy Communities, but also insist disposal than only reinforcing the grid. Of course integrating
on a level playing field between actors irrespective of the such new services into the daily operation of the grid is not
organisational form. an easy task.
• Consumers are free to purchase and sell electricity services, • DSOs shall cooperate with TSOs for the effective
other than electricity supply, including aggregation, participation of market participants connected to their grid
independently from their supply contract. This enables to the retail, wholesale and balancing markets.
consumers to participate in more markets. This aggregation • On the EU level, a new DSO entity will be created. This
is especially relevant on distribution grids. entity will play a significant role in developing EU network
• The consumer will be able to technically switch their codes relevant for distribution systems. This puts DSOs on
a more equal footing with TSOs.
electricity supplier within 24 hours (no later than 2026).
DSOs play a very important role in the handling of a The new Green Deal and the digitalisation of Europe will be
supplier switch of the consumer. important new priorities of the new European Commision.
• The consumer must be able to choose a dynamic pricing Now that the position of the DSOs is strengthened at EU
contract. A prerequisite for a dynamic pricing contract is level, DSOs are better equipped and are ready to help the
to have a smart meter. In most EU countries, DSOs are EC in achieving these goals. We believe that DSOs can and
responsible for the installation and operation of smart are willing to play an important role in reaching these new
meters. DSOs deploy smart meters ‘that are interoperable, goals of the European Commission.
E.DSO Lead the Transition – Serve the Customers
Case studies: DSOs delivering added value to their customers
DSOs interact with their customers in various ways and interactions are evolving due
to new technologies, changing customer preferences and expectations, as well as
an updated regulatory framework. Some concrete examples of how DSOs address
customer needs in this changing energy system are presented in this section.
These include:
Arranging a grid connection,
Providing relevant data (e.g. consumption data through smart metering),
DSO-customer communication (e.g. in case of disturbances or outages),
Facilitating data exchanges with third parties,
Enabling new and innovative services and helping customers to
become active and reap the benefits of the energy transition.
10
E.DSO Lead the Transition – Serve the CustomersArranging a grid connection
Case n°1: Providing a grid connection Caruna. The welcome package includes information of
(Caruna) Caruna's digital services and directs them to the online
services including offering a grid connection.
The grid connection process is one of the main customer At Caruna's smart online connection ordering service,
processes in distribution. It also often is the very first contact connection price and delivery time is calculated based on
from the customer to the company. Caruna wants to offer location of the new construction site and needed electricity.
customers quick and easy services through digital channels. The service is fully digitalised; it allows customers to do digital
Grid connection is one new part in Caruna's online service contract signing and payment. The customer can follow the
platform. grid connection process online and also receives messages
on how the process is proceeding.
Which customer need is addressed?
The customer is planning to build a new house and has many Considerations
different stakeholders to deal with. Grid connection is essential This new grid connection process is in the pilot phase and is
for the construction process and the customer wants an easy a next step complementing already available online services
way to order a grid connection and follow the building process. like contract and invoice handling, fault information service
and the new Marketplace platform which is also described
Which solution do we propose? in this paper. Caruna.fi online services give effortless service
Caruna collects information of granted construction permits experience to the customer. Online services are still, however,
from municipalities’ sites and contacts the future customers supported by the possibility of a telephone service with a 11
with a welcoming letter even before their own contact to customer service expert.
Figure 1: Customer path in the digital connection process. Source: Caruna.
E.DSO Lead the Transition – Serve the CustomersCase n°2: Connecting prosumers with that is not consumed instantly during generation would be
remote generation (ESO) attributed to other points of consumption.
The new legislation has also paved the way for a new business
The Lithuanian government expanded in October 2019 the model. It is now possible to install a large renewable power
definition of prosumers which now consists of plant (usually solar or wind) as a remote generator and sell
a) regular prosumers who generate and consume strictly or rent parts of it to different customers. Installing a larger
within the same premises (i.e. consumers with solar roof power plant at once helps reduce its installation costs due
systems) and to economies of scale and larger bargaining power during
the procurement of components and services. What is
b) remote consumers who have their generating capabilities more, this product is particularly appealing to people with
in a geographicly different location. constraints to install a renewable generation system on their
In the case of remote prosumers both the point of consumption own: customers living in apartments, renters who don’t want
to invest in the premise or people living in detached / semi-
and the generating capabilities have to be connected to the
detached houses with small or suboptimal roofs.
same DSO.
Which customer need is addressed?
• The customer has several points of consumption with
one of them having excess electricity generation from
renewable sources.
• The customer does not have a possibility to install a
12 renewable energy generation system at their premises.
• The customer does not want to fully commit to installing
renewable electricity generation at their premises.
Which solution do we propose?
Regular prosumers can virtually split their generation
capabilities and link them with their other points of
consumption. This way all energy supplied to the grid during
a month is split proportionally according to a previously
attributed generation power in kilowatts to each point of
consumption. However, according to the current legislation, a
Figure 2: Remote generated power splitting among several
regular prosumer may only link his power generation capacity
points of consumption. Source: ESO.
to other premises which he owns, but it may change in
subsequent iterations of the legislative documents. Note that Renting a part of a power plant is much easier for the
electricity that is produced and consumed simultaneously customer due to the inherent flexibility to cancel the rent and
is not accounted for by the bi-directional electricity meter because there is no need for a large up-front payment that in
and only the surplus generated power can be split among many cases is difficult to afford. On the other hand, renting
several points of consumption. It is possible to attribute a part of a power plant is not as financially appealing due to
all generation capacity to other premises leaving 0 kWp higher administration costs and a larger risk premium.
at the regular prosumer’s premises (in this example – the The proportional energy distribution works the same way
summerhouse). This would mean that all the surplus power as in the example above. Regardless whether a customer
E.DSO Lead the Transition – Serve the Customersbought or rented a part of a power plant it still has to be Case n° 3: Automated new connection
maintained and occasionally fixed, which in turn requires the application – One click story (ESO)
customers to pay periodic administration and maintenance
fees to the responsible company. The DSO is not involved in One click story is an online application solution developed
billing and collection of such fees or even in the process of by ESO for new electricity and gas connections. ESO
dealing with debtors. automated the whole application process – customers
can fill in the application by using a map with network data
In Lithuania, the very first platform for selling and buying
and instantly receive a prepared agreement and pay the
community solar projects is owned by the largest electricity
connection fee. The application process was reduced from
and natural gas provider in the country. This way there are
3-5 days to 1 hour.
several synergies between their services, such as knowing
the customer profile and being able to form a proposal to Which customer need is addressed?
exactly suit the client’s needs, as well as managing the bills Typically, people apply for new electricity or gas connections
for electricity, gas and the remote generation all together. once or twice in their lifetime; companies have the same
Considerations need once every 3-5 years at best. Therefore, they are usually
frustrated by the technical nature of the process (you need
Even though this model is new in Lithuania and the market to understand the terminology, the requirements for the
still needs time to fully understand it, the model has already network, be able to clearly define your needs). Moreover, the
caught the attention of consumers, developers, energy application still has to be processed by employees to ensure
providers, lawmakers and the media. Growth of sustainable that everything is right and ESO can provide the requested
energy production is one of the priorities for both the service. Limited online functionality and the need for manual
lawmakers and the consumers, however, financial benefits labor led to long application processing times and unsatisfied 13
obtained via efficient development and the scale of projects in customers.
development attract even the less environmentally conscious
consumers. Based on the surveys done after providing the service,
customers expressed the need for simplicity and clear
It is, however, important to note that the remote prosumer instant answers. Based on such input from customers, ESO
model is intended to empower consumers to cover their own initiated a project to simplify the application process for
electricity needs, not to enable them to participate in the new connections. The main goal was to enable customers
electricity market. to submit an application and receive application approval,
calculated connection fee and connection agreement online,
and sign and pay during the same session in a self-service
portal.
A more elaborate presentation and live demonstration of
the solution can be found here: https://www.youtube.com/
watch?v=cv_C3PD-fLU
Which solution do we propose?
ESO decided to utilise distribution network data (connection
lines, substations, network parameters) and geographical
data stored in GIS to simplify the application process. By
enabling data exchanges between GIS, the ESO online
E.DSO Lead the Transition – Serve the Customersportal and four other systems, a complex IT solution was In the end, a transformation of online applications for new
developed. connections has been implemented. This transformation
allowed customers to:
The following activities have been completed to implement
the IT solution: • Fill in applications online
• Choose proposed alternatives for connection parameters
• Development of hydraulic network analysis system (gas
• Check connection point on the map
only)
• Network tracing is performed in the back-office systems
• GIS data cleansing
• Calculations are made in GIS
• Development of validation of land parcels and their
• Receive information about price and duration of connection
ownership
works
• Update of the application forms in self-service portal
• Sign the agreement and pay the fee online during the same
• Development of automated calculations (dU, tracing,
session
residual power query, available connection points, distance,
existing physical barriers) in GIS Considerations
• Development of customer and application data autofill and As the first version of the solution has been launched in July
automated price calculation in customer CRM software 2018, ESO has identified a number of required improvements.
In order to fully fulfill needs of the customers, it is essential to
have a high quality of network data. Despite, the still existing
minor drawbacks, the feedback from the customers is
positive and ESO notes a decrease in application processing
duration and increase in customer satisfaction.
14
SKIRTA ADRESATUI
The solution required changes in 6 different systems
GIS (ESRI) Centre of Registers data
GIS data Data of real estate owners
Electricity and Gas Data of boundaries of land
network data parcels
Self-service system Hydraulic analysis system
Self-service data and Hydraulic network analysis
tools data
New clients system Network infrastructure
system
New clients applications
data Infrastructure data
Connection service
agreements data Existing clients data
Figure 3: Connection point selection and price calculation Figure 4: Data needed for the solution to work. Source: ESO.
section. Source: ESO.
E.DSO Lead the Transition – Serve the CustomersProviding relevant data (e.g. consumption data through smart metering), using
new digital technologies
Case n°4: Client portal and the smart phone Which solution do we propose?
app “Enedis à mes côtés” (Enedis) The client portal is accessible online, and the phone app is
free and available on Apple store and Google Play. Enedis
Enedis has been offering a client portal to consumers for has developed many new services through these digital
a long time. Since the company has been rolling out Linky solutions:
smart meters, the services have grown to meet the needs of
the consumer and to support the energy transition. • To be informed about activities of the company
With or without a user account, any client can access the
Which customer need is addressed? client portal to obtain information about grid connection and
Now, both the client portal and the phone app “Enedis à mes to simulate it. The client can also use the app to follow power
côtés” (Enedis on my side) are means to improve the link cuts on the grid, to be aware of the condition of the network
between the company and individual clients. It meets four in case of climate crisis and to obtain some security advice. If
principal consumer needs: the client has a user account, he can also access information
• To be informed about activities of the company about the installation of his Linky smart meter.
• To access personal information in real time • To access personal information in real time
• To obtain personalised services
Thanks to the smart meter, consumers can access their
• To manage their data
consumption data with a user account. It is thus possible to
15
monitor the load curve and trend (on a monthly/weekly/daily/
hourly basis) and to be aware of energy savings. Clients can
also access contractual data.
• To obtain personalised services
The client portal and the app are useful for the meter reading.
If the client has a smart meter and a user account, the reading
is automatic, and he can follow it. If he’s not equipped with
a Linky smart meter, he still has the possibility to indicate
the reading on the app or the website, or to schedule an
appointment when he is available.
Furthermore, some services are personalised through data.
With the app, the client can compare his consumption with
similar households and be alerted in case of excessive
Figure 5: Overview of different services proposed by the app, consumption. To support the energy transition and to save
screenshots of “Enedis à mes côtés” app. Source: Enedis. energy, the app suggests to the client some challenges/
games to learn “eco-gestures”, for example in decreasing hot
water consumption or reducing the heating.
E.DSO Lead the Transition – Serve the CustomersIn case of power cuts, the app provides information about Case n°5: Qliente Project (i-DE)1
Linky smart meter functioning to help the customer take first
actions. The client is guided through some operations in The main objective of the “Qliente” project is to improve the
order to find the most relevant solution. overall satisfaction of customers. For this reason, i-DE has
a set of measures in progress, some of which have already
• To manage their data been successfully implemented, to take advantage of the
Through the app, the consumer can directly make known his smart network and meters.
position concerning his consumption data, in accordance
with the general regulation on data protection: right to access, Which customer need is addressed?
right to object, right to rectification and right to erasure. This Two main subsets can be identified in terms of customer
way, the client allows data recording and transfer, notably needs, both of them based on improving communications:
to third parties. He always has the possibility to revoke. The • Information about customers’ supply characteristics and
producer can also make use of the app to get information outages
about connection and to access information about his • A more personalised attention
production and consumption.
Considerations
The client portal and the app are already working. About 1
million of user accounts have been created.
One of the challenges was to ensure GDPR compliance
and securing data: Enedis worked on a methodology which
16 guarantees the account user is the contract owner while
keeping it simple. Providing reliable information (consumption
data) and making data available 24/7 was also challenging.
Enedis worked on the content of data provided to the
customers to not compete with suppliers.
The phone app and the client portal were a success for the
company as they strengthened the legitimacy of the Linky smart
meters by demonstrating their usefulness. Demonstrations
to policy makers (Ministry, National Regulatory Authority)
have provided important reassurance on the use of Linky to
achieve the energy transition.
Figure 6: Electricity consumption, customer peak demand;
i-DE App. Source: i-DE.
1 The Qliente project falls equally under category 4.c) DSO-customer
communication (e.g. in case of disturbances or outages).
E.DSO Lead the Transition – Serve the CustomersWhich solution do we propose? • All outages in progress are monitored in real time, also
• Information about customers’ supply characteristics taking into account if there are sensitive customers.
and outages The interruption and the estimated restoration time are
updated as reliably as possible, so that the information
i-DE has launched a mobile app as a new service for the
is available to customers through the customer service
customers to follow their electricity consumption with the
channels (telephone, web, mobile app). In addition, those
possibility of having instant access to the meter (smart
customers who choose it will receive a free SMS if there is
metering data already available for all customers), their grid
an interruption that affects their supply.
connection, to contact the customer service and to check
• Data analysis to know the impact of the network operation
their contract data. If requested, customers also receive
on customers, with special attention to repetitive incidents,
specific information about network outages affecting their
and also to advise customers with special needs in term of
supply service, including the expected time needed to restore
quality of supply.
power. The information is also available on the Customer
• Power outage maps, with real time information on outage
Access website.
areas in the grid.
A more personalised attention • A more personal approach to grid operation, clustering
customers with more specific requirements and providing
A more proactive approach has been developed when
them with the most suitable technical solutions.
operating the grid. The motto is “From taking care of the
network to taking care of the customers connected to Considerations
the network”. Among the new functionalities that i-DE has In summary, the aim of all the previous practices is to create
implemented internally are: value for the customers and, therefore, to improve their
overall satisfaction. The Qliente Project is constantly evolving 17
in order to meet these objectives.
Figure 7: Outage information on the website of i-DE Redes Eléctricas Inteligentes. Source: www.i-de.es/home
E.DSO Lead the Transition – Serve the CustomersDSO-customer communication (e.g. in case of disturbances or outages)
Case n° 6: Customer service (JSC “Sadales information on where he should turn to regarding questions
tīkls”) on coordination of projects and technical works (Figure 5).
Information that can be derived from the map:
JSC “Sadales tīkls” provides the web service www.e-st.lv for
various customer needs, which operates 24/7 and guarantees • Grid outages – planned as well as unscheduled outages
their clients fast and convenient support: can be seen in the map. Regarding each outage, the
following features are displayed: outage number, outage
• apply electronically for services: renew/terminate power
duration, customers and addresses concerned. Data are
supply, incorporation of a new connection point in the
renewed every 15 minutes. It is possible to search for the
contract, various technical works and other services;
outages according to the address involved in a particular
• renew or supplement contact information within the
case.
contract;
• review consumption charts; • Reconstruction of power lines – works performed in
• all the necessary actions connected with new connection renovation and reconstruction of power lines can be seen
or load augmentation can be performed online: applying for on the map. To understand whether a particular address is
services, sending and confirming documentation, following included in power line reconstruction plans, one must click
the connection instalment course; on the works displayed on the map and the information
• see all the applications and contracts in one place; on the total territory of the selected reconstruction will
• submit consumption (metering) data (for the clients for be available on the map. Together with information on
18 reconstruction works, the number of investment projects,
whom the smart meter has not been installed).
their status (from designing to building), planned
Which customer need is addressed? accomplishment schedule, responsible person, etc. can
Clients expect that the company will provide: be seen. Data are renewed every 24 hours.
• Cleaning of routes and protection zones – the map
• continuous access to power;
provides information on all cleaning plans of routes and
• proactive communication;
protection zones. To search for the information, the client
• cooperation and support;
may introduce an address, place name or registration
• 24/7 service.
number in the search window. Together with the information
Which solution do we propose? on route cleaning works, the number of particular works,
To make more efficient the services provided for the clients as their status, planned performance time and performer of
well as to offer a wider spectrum of services offered 24/7 and the works, are shown. Data are renewed every 24 hours.
reduce the necessity for the client to address the company Coordination of technical works within e-platform
in person, new e-platform solutions have been introduced in (Figure 6)
2019. Some of them are:
the customers have actively been using the platform within
Digital map the first two months after the start of its operation. Customers
The digital map as a substitute for previously used outage evaluated advantages and convenience of the e-environment.
maps gives the clients extensive information on grid The target of this year is that 80% from all procedures
outages, power line renovation, cleaning of routes and necessary for the connection process are performed within
protection zones, etc. If necessary, the customer can obtain the e-environment. At this moment the plan is fulfilled.
E.DSO Lead the Transition – Serve the CustomersE-consultations Considerations
Starting from 2019, customers and cooperation partners The company has developed various possibilities for
(designers, surveyors etc.) can within the e-platform of JSC customers in its e-environment and taken into consideration
“Sadales tīkls” coordinate projects and works electronically, customer experience to provide each and everyone of them
thus saving time. Within the technical platform, customers with fast and convenient services 24/7. As the company
can coordinate topographic plans, various projects, schemes, operates in the regulated domain and large parts of the
and receive technical regulations for construction plans, land services provided for customers are not everyday services, a
survey projects, permissions for excavation works and works huge challenge is to change customers’ habits and promote
within protected areas, etc. the use of the e-environment.
19
Figure 7: Digital map. Source: https://www.sadalestikls.lv/en/homepage/https://karte.sadalestikls.lv/lv/atslegumi-elektrotikla
Figure 8: E-platform. Source: https://www.sadalestikls.lv/en/e-services/e-pakalpojumi-2/
E.DSO Lead the Transition – Serve the CustomersFacilitating data exchanges with third parties
Case n° 7: Automatic data exchange and territory) are provided with a platform where they can easily
customer service processes with electricity demand services, and the data are provided through the
system to traders, thus releasing the customers from the
traders in Latvia – data hub (JSC “Sadales
necessity to perform several actions and facilitating the
tīkls”)
cooperation process with electricity traders (for example, in
Since 2014, JSC “Sadales tīkls” has been developing and the case of change of a trader).
using a data exchange platform, which provides automated
Which solution do we propose?
exchange and storage of electricity market data with
electricity traders. The access to this platform is provided The established system provides the exchange of market
for all the parties within the web portal of the company. The messages (exchange of a trader, the change of a user in the
customer authorisation process takes place by secured soft connection point, connection implementation, termination
solutions (for example smart-id). of the connection and other messages). It also provides
the traders with the information necessary for billing – i.e.
Which customer need is addressed? consumption data and calculations on the provided services
The customers of JSC “Sadales tīkls” have access to all of the system operator as well as the mandatory procurement
kinds of services and information within the web portal of component. The average rate of 630,000 messages are
the company. After the opening of the electricity market to received each month and each year JSC “Sadales tīkls”,
households, the need for clients and electricity traders to by using the centralised data platform, treats approximately
20
exchange information emerged. Therefore, the exchange 11,000,000 information requests for provision of market
platform was created. functioning. Before demanding the data from the DSO, each
With the development of the data platform, DSO customers trader obtains an explicit consent from each customer on the
(which in the case of Latvia cover 99 % of the country’s treatment of their personal data.
Figure 9: Centralised vs. decentralised system. Source: JSC “Sadales tīkls”.
E.DSO Lead the Transition – Serve the CustomersBy using the system, cooperation of customers with the DSO Case n°8: Data Connect (Enedis)
as well as with electricity traders is considerably facilitated.
Various actions may be performed online which saves a lot Since the end of 2018, Enedis has been developing a digital
of time for the client who does not have to bother setting up and secure platform, which fosters innovation and ensures
meetings with third parties, etc. Customers can have online data privacy. The platform collects the consumers’ consent
access to their consumption data; they can benefit from the to share their consumption data to the service providers they
services offered by e-solutions. agree to and Enedis then transfers the data to them.
Considerations Which customer need is addressed?
E-st.lv online services, the slogan of which is Fast.Easy Enedis Data Connect allows service providers to propose
way, provide an easy access for each customer to their new innovative services adapted to the households’ needs
personal consumption data as well as other data regarding based on their near-real time data consumption measured
connections and services offered. It provides customers with by Linky smart meters. The new services could be offer-
an easy way of calculating tariffs, power loads, information on comparison websites, fine analysis of consumption, energy
power faults as well as the possibility to apply for connection retrofitting expertise, etc.
implementation. The centralised data exchange involves no Customers can take advantage of these new services while
additional expenses for market participants, and it allows maintaining full control of their personal data. They are also
to minimise the manual actions to be performed in data able to withdraw their consent, via the platform whenever
treatment. they want.
The system is constantly being improved to make it more Which solution do we propose?
convenient and accessible for all the parties using it.
The solution developed by Enedis is a “French Green Button” 21
In the future, the data hub is planned to be expanded to as assessed by the National Regulatory Authority. It changes
include customers also from the smaller DSOs operating in the regular process of data sharing:
Latvia.
• Today: to access a customer’s data, the third party must
guarantee to Enedis that it has the express consent of
the consumer. Collecting the consumer’s consent is the
service provider’s responsibility (Enedis proceeds to data
sample ex-post verifications).
• Enedis Data Connect: with this “Green Button” the
customer consent is directly collected by Enedis which
allows then the service provider to access the data.
How does it work?
The service provider has to be first approved: a contract
is signed with Enedis. Then the service provider tests the
service in a demo with trial data. Once validated, access to
the platform is granted to the service provider.
From the customer’s side, when he is on the service provider’s
website, the service provider asks his consent for allowing
Enedis to transfer the data needed for the service through
the “Green Button”.
E.DSO Lead the Transition – Serve the CustomersThe customer is then redirected to their Linky client space to collect data and provide them with a simplified means
where Enedis collects the consent. The service provider to access customer data through the DSO (they no longer
could then access the customer’s data as long as a consent have to collect consents by themselves; Enedis does). A
is given. The consumer can revoke it at any time on the client dedicated website datahub.enedis.fr has been created to
space. give the stakeholders technical, operational or contractual
information.
Considerations
Before the launch, the platform was subject to several testing
The Enedis Data Connect platform has been launched
phases. The conception was made in a collaborative way with
in November 2018 as a prototype and its industrialisation
the project partners. The experimentation was performed first
process is taking some time.
on the basis of false data (consumption data are considered
Enedis is continuously discussing with services providers as personal data which need to be highly protected), then on
to present its projects on data and collect their needs. In a voluntary basis with customer data in order to improve and
that way, Enedis Data Connect meets third parties’ needs develop the experimental solution.
Without data connect Data connect
22
Figure 10: Change in the data sharing process with the Data Connect solution. Source: Enedis internal document.
Figure 11: Enedis Green button. Source: https://datahub-enedis.
fr/data-connect/parcours-client/
E.DSO Lead the Transition – Serve the CustomersEnabling new and innovative services and helping customers to become active
and reap the benefits of the energy transition
Case n°9: Marketplace platform (Caruna) point, type and surface of house roof, etc. – the service
calculates optimal solutions for the panels, including number
Marketplace is Caruna´s new service platform where customers of panels and generation potential as well as earnings
can get acquainted with different energy services and service potential. The same idea will later be applied to electric
providers. The portal offers customers reliable information vehicle (EV) charging poles that customers can choose for
on energy solutions and will be complemented with new their homes from Marketplace.
services over time. The main idea of Marketplace is to connect
Marketplace service offerings will develop and are focused on
customers with service providers that deliver energy solutions.
e.g.:
Caruna enables the platform for customer and service provider
interactions but doesn't engage in selling the services. • Solar production – choosing optimal set of panels
• EV charging – choosing right type of charging pole
Which customer need is addressed? • Electricians’ services – choosing electrician services to home
Customers are interested in smart home energy solutions and • Electricity contracting service – helping customers to find an
there is an increasing amount of service providers offering electricity retailer
those services. Customers would like to have easier access • Cooling and heating solutions, etc. – choosing best solutions
to new services and make comparisons with different service
providers. Caruna wants to create a platform for reliable Considerations
information. The Marketplace platform has been built from scratch during 23
2019 and is open only to Caruna's customers. It is free of
Which solution do we propose? charge both for customers and service providers. Ambition
The Marketplace platform enables the customer and the with the platform is to improve customer experience. To
service provider to meet. The first available service is solar ensure the right selection of service providers they are
panel optimisation and ordering. Based on customer data in obliged to have an agreement with Caruna where e.g. certain
Caruna's systems – information of house location, compass customer service principles are agreed.
Figure 12:
Marketplace
services. Source:
Caruna
E.DSO Lead the Transition – Serve the CustomersCase n° 10: Independent trading platform The production and consumption of electricity must always be
ENTRNCE (Alliander) balanced at any specific moment in time. Energy communities
with their own production (solar or wind) produce not always
ENTRNCE is an independent (B2B) transaction platform enough to cover their own needs at any specific moment in
for electricity that processes, administratively and financially, time. When the energy community produces too much, the
transactions between generators and consumers, regardless surplus could be sold on the electricity market. When the
of their location. Transparent and in accordance with the rules energy community expects to produce not enough electricity,
and timing of the Dutch energy market, ENTRNCE makes they can buy the electricity upfront at the power exchange.
it possible for generators and consumers to trade energy
directly and independently. In addition, it offers existing and Typical customers are:
new energy service providers and suppliers the opportunity • Citizen Energy Communities
to develop Peer2Peer services for the customers they serve. • Large producers (e.g. solar or wind farms)
Which customer need is addressed? • Large customers (e.g. municipalities, greenhouses,
industrial areas, port companies, water companies, store
In the new sustainable energy system, more and more chains)
companies and consumers want to not only use electricity, but • Start-up (local) energy suppliers
also to sell their own generated energy to third parties. Just
• Energy service companies
as they can already choose from whom they purchase their
electricity, they naturally also want to be able to determine to Which solution do we propose?
whom they sell their energy and at what price. To make this ENTRNCE developed a software platform to enable peer-
possible, an independent administrator is needed who does to-peer trading in the complex energy market. This makes
24 not trade in energy themselves. The DSO has this role in the trading in electricity easier and cheaper; the electricity goes
current energy system. directly from producer to buyer. The system makes energy
ENTRNCE makes it possible to exchange energy directly transactions possible between all electricity connections
between a consumer and a producer. For example, (large and small) and energy trading markets in the
businesses or Citizen Energy Communities that consume Netherlands. It can supply electricity from connection to
(combined) a fair amount of energy now can decide on their connection via automatic transactions. Participants also have
own from which generator or installation they buy the energy. access to the energy markets themselves (EPEX, ENDEX,
For local producers, this could enlarge the acceptance of the Intraday, etc.) to sell a surplus of electricity or to buy electricity
installation of wind turbines, etc. if they foresee a shortage.
Figure 13: ENTRNCE platform. Source: Alliander.
E.DSO Lead the Transition – Serve the CustomersENTRNCE processes all transactions fully automated, on a Case n° 11: Customer interaction field trial
15-minute basis and from connection to connection. This is “EnergieKoplopers” – Energy front runners
handled both financially and technically. This means that the
(Alliander)
Balance Responsible Program role (BRP) is integrated in the
platform and transactions are settled according to the rules EnergieKoplopers is a smart energy field trial in the
of the energy market. Netherlands. Together with residents, the project studied
The ENTRNCE platform is a low-barrier, fully automated how the supply and demand of energy can be more closely
Peer2Peer platform, which gives businesses, generators and aligned.
consumers, service providers and energy suppliers access The energy system in the Netherlands is changing, with more
to the market. ENTRNCE is developed by EXE which is a and more people generating energy themselves, for example
subsidiary company of Alliander. through the use of solar panels or wind turbines. This is also
Considerations creating new opportunities. Not just for existing players but
also for new parties and new markets that have to ensure that
The ENTRNCE platform has been launched in November energy supply and demand are more closely aligned.
2017 with one of the launching customers being the port
of Amsterdam. As from 2020, ENTRNCE will outsource the For two years, the project investigated households in the
BRP role due to compliancy reasons. Customers appreciate Dutch municipality of Heerhugowaard to see whether
ENTRNCE for removing the financial barriers, handling the matching supply and demand could work through a
complexity of the energy market which makes the entrance of flex market. Important outcome: the local flex market for
new market parties with innovative propositions easier. households contributes to the optimisation of the electricity
grid and has added value for all parties.
25
The project is part of the Smart Energy Collective (SEC). The
flexible energy system is set up according to the principles of
the Universal Smart Energy Framework (USEF).
Which customer need is addressed?
How does a smart energy system meet the needs and
experiences of households?
Customers will play an important role in the future energy
system. The project also studied how the interaction with
customers can be best addressed.
In order to facilitate the customer as good as possible,
the project investigated how to provide the customer with
enough valuable information without burdening them with all
the technical details.
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