Electricity Asset Management Plan 2019-2029
225
Vector Limited://
CUSTOMER OPERATIONS
NEEDS STATEMENT Investment in the customer operations domain is focused on treating the experience we provide as a product; enabling the management, optimisation, and innovation of features to deliver exceptional customer experiences through improved transparency, customer choices and options to engage across the customer’s journey – for example enhancing new connection processing, managing and communicating about outages and providing both reactive and proactive customer support. We are using digital technology and platforms to improve the customer’s experience by providing them with frictionless multi-channel, bi-directional and secure platforms for engagement with Vector and distribution of accurate, timely and relevant information surrounding network events, leading to a significantly reduced cost to serve and improved customer experiences. Customer’s expectations are rapidly changing and we are no longer being compared only to other Energy providers. Customers expect a similar level of personalised interaction and engagement with all service providers. In this new world, customer experience is the currency through which organisations will be successful, and therefore we must ensure we develop fit for purpose and best in class digital customer engagement services to meet demand. Specific projects included in this investment category include extensions to our standard pricing agreements to simplify and improve connection times, enabling improved self-service for connections, disconnections and alterations and providing new channels for customers to engage for support, for example via webchat and pro-active SMS notifications. Alongside this, the expected investment in capability required over time is reflected in the outer years, where there is recognition that customers’ expectations are changing and Vector’s service mix must also change to meet them, and this will be enabled through enhanced customer support and self-service channels. There are also specific investments in initiatives aimed at changing customer behaviour and providing incentives to engage, such as Peak Time Rewards, a digital channel to enable Vector to undertake demand response type activity with direct customer engagement.
TARGETED OUTCOMES
CUSTOMER EXPERIENCE
SAFETY
RELIABILITY
RESILIENCE
OPERATIONAL EFFICIENCY
CYBER SECURITY AND PRIVACY
OPTIONS CONSIDERED Options to address the need identified above have been assessed and are summarised in the following table.
DESCRIPTION
DISCUSSION OF OPTION
ESTIMATED COST (NPV IF APPLICABLE)
STATUS
Option 1: Business as usual – no additional investment
Vector chooses to only respond reactively via existing channels. There is no ongoing investment in customer operations, and customer choice for service is limited to the call centre and basic online functionality. Customer expectations are not met or managed during significant storm or other network events, and Vector is unable to provide accurate, timely or relevant information to its customers. Through identifying high priority customer journeys, and developing multi-channel engagement capabilities Vector meets and manages customer expectations of service. During significant network events, Vector can provide relevant, timely and accurate updates to its customers and stakeholders. Customers can engage with Vector through self-service and digital channels, and be supported 24/7 across all interactions due to increasing digitisation and automation. This will also reduce the cost to serve and improve Vector’s ability to respond.
Rejected
Option 2: Customer Operations
$8.6M Selected
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