- Utility-Customer Relationships
- DER
- Climate Change
- Exelon
Embracing Disruption: A Utility Perspective on the Energy Transformation
In October 2018, I had the pleasure of
listening to Exelon Corporation CEO Chris Crane share a utility perspective on the future of global energy as a key player in
mitigating climate change. In the wake of the recent Intergovernmental Panel on Climate Change special report on the effect of global warming above 1.5°C,
Crane assured the Brookings Institution audience that the electric sector will play a critical role in decarbonizing the
global economy. His remarks emphasized that utilities need to serve as leaders
in the energy transformation or risk being left
behind.
The makings of good leadership include a willingness to listen to the individuals that keep a company in business. This theme was not lost on the conversation, as Crane routinely stressed building strong relationships with utility customers and stakeholders. Guidehouse Insights explores the importance of utility-customer relationships in a recent report, Enhancing Utility-Consumer Relationships through Residential DER Aggregation. Crane’s discussion and Guidehouse Insights align on a critical understanding, which is that utilities must embrace customer desires to navigate the energy transformation successfully.
Changing Technologies and Changing Relationships
Utilities across the board are trying to
improve relationships with their customer base. Where years ago, customers were
referred to as ratepayers and had little interaction with their energy
providers beyond paying bills and reporting outages, today utilities wish to be viewed as energy experts among their customer base. Where
historically disruptive technologies and business models were to be feared,
Crane finds that it is now time to welcome these changes to build positive utility-customer solution
sets.
Customers want to see increasingly
distributed clean energy and support developing two-way communication channels
with the electricity grid. Guidehouse Insights finds that the days of
centralized hub-and-spoke electricity generation are quickly fading away as
customers add distributed energy resources (DER) behind-the-meter. If customers
want to make such a transition, then the utility must work to inform
stakeholders of the best places to begin optimization of the grid. Utilities should help to identify the
infrastructure that is best suited to move toward two-way grid communication, and
where risk is minimized while resiliency
maximized. Further, to enhance the functionality of two-way
communication some utilities, like Exelon, are investing in large-scale low carbon technologies and improving energy storage.
Utilities will
be unable to rely solely on sunk investments to survive in the wake of more
commonplace grid modernization projects. Crane is optimistic that new business models will emerge that are mutually beneficial
for customers, stakeholders, and the utility itself. However, to see success moving forward the utility must have a seat at the table and engage in partnerships
with technology vendors, systems integrators, and regional grid operators.
It Is All about Customer Choice
Guidehouse Insights finds that residential
customers need to be convinced that grid
integration benefits them more than grid independence. Residential energy players, including utilities, must be willing to
trial different DER aggregation strategies to find new solutions that provide
clear benefits to the customer base.
Historically, when embraced, disruptive
technologies have helped utilities find unique customer solutions. Crane highlighted the advent of smart meters as a tool
to allow utilities to understand electricity loads better and
respond to customer needs more rapidly.
With growing teams of data scientists, these companies have access to a wealth
of information that can be used to streamline home energy management and
efficiency. By using their unique resources, developing partnerships, and
embracing customer choice, utilities can play a critical role in a decarbonized
economy.