Electricity Asset Management Plan 2019-2029
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needs so we use a range of validated research methods to determine what is important to consumers and communities. These methods include world leading data analytics to inform and provide insights into changing customer behaviour and preferences, structured surveys, daily feedback from customers, in-person community engagement, and qualitative techniques such as interviews. We see our customer’s preferences evolving such as the desire to engage and communicate through social media channels, so we explore and leverage additional tools that allow us to monitor and analyse those channels. Utilising these research methods we can triangulate on key themes that provide strong guidance for our decision making that aligns with our customers’ needs. Our approach to inform our investment decisions with a variety of inputs is not a unique challenge. We actively look to world-class examples to leverage approaches to accelerate our evolution. Ofgem in the UK align with our view on how quality performance should be customer focussed and relevant to those impacted. The Australian Energy Regulator (AER) actively sets service levels for a variety of services including connection times and outage notifications.
A DATA DRIVEN APPROACH TO SERVING OUR CUSTOMERS A ‘one size fits all’ approach is not appropriate to meet the electricity needs of Auckland.
We have for a number of years adopted a more holistic and data driven approach to inform our investments. With the cost of investments distributed equally and consistently across all Aucklanders, decisions are not as simple as understanding what customers are prepared to pay for certain service levels. At a basic level, we recognise our customers want a reliable supply of electricity, the power of choice and a sense of control. However, we require a far more sophisticated and granular approach to understand the diverse makeup of Auckland and the evolving energy needs of communities to help inform investment decisions. Ongoing customer research allows us to truly understand the diverse communities that exist in Auckland and how their corresponding expectations and needs differ. Customers are not always able to readily articulate their
We recognise Auckland’s hugely diverse makeup and that its geographically spread communities often have different needs. A ‘one size fits all’ approach won’t work for Auckland.
‘The fantail looks over the community, while the tui looks ahead’
Māori urban artists Charles and Janine Williams created this Glen Innes substation mural in consultation with local people
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