WEMO24-Compiled Report-Interactive compressed (002) 4154-7882-8116 v.1 - Flipbook - Page 266
Market Data
Data and Digital
ENERGY IN
THE REGIONS
HOME
Data for vulnerable customers
FIGURE 8
Energy and utility companies are leveraging data to help vulnerable customers in energy savings
UK Energy Company (Name Undisclosed): Case Study
Client
A major
independent UK
energy company
(Name
Undisclosed)
Vendor
BJSS
Challenges
Solution
• A leading independent UK energy company, providing
gas and electricity services to both residential and
commercial customers, sought to leverage data to
more effectively identify, understand, and support
its most vulnerable customers
• In light of recent developments in the energy industry,
the company aimed to identify customers experiencing
昀椀nancial di昀케culties, health issues, or other challenges
that might impact their interaction with energy services
Impact
• BJSS provided Data Science capability to create a unified view of the
vulnerable customer base by integrating multiple internal data sources through
a scalable and well-documented data pipeline built in Google Cloud Platform
DataForm. This included data such as:
Customer demographics to understand segments and geographical elements
Payment history to understand 昀椀nancial vulnerability
Energy usage to understand potential rationing
Contacts and complaints to understand pain points customers had
Priority Service Register (PSR) information to understand customer medical
vulnerability
• The customer view developed
by BJSS enabled the company
to analyse its customer
data more e昀케ciently and
e昀昀ectively, allowing for
the swift identi昀椀cation and
understanding of vulnerable
customers
Initiative for Vulnerable Customers By Energy/Utility Companies
HQ
Initiative
EDF Energy
UK
• In 2022, the Debt team in Customer Operations and the Data Science Team at EDF strived to uphold the principle of innovation by
developing a data-driven tool to detect signs of financial vulnerability among their smart pay-as-you-go customers
Cadent
UK
• Cadent funds, resources, and trains community centres to enhance their services and provide trusted advice on energy efficiency,
gas safety, and the Priority Services Register to vulnerable households
• It also aims to enhance the use of data and analytics to better understand vulnerability
NGED Home
UK
266
• Company’s Power Up programme helps them to identify, contact and support vulnerable customers
• It uses data to identify at-risk customers who may be vulnerable during a power cut and offer them the chance to sign-up for one of
our Power Up projects to support them to save money and keep warm
WEMO 2024
Energy/Utility Company
Source: BJSS, EDF Energy, Cadent
