Electricity Asset Management Plan 2019-2029
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Vector Limited://
TALKING TO OUR CUSTOMERS We know how important it is to understand our customers, and that this effort must be continuous to add real value. We carry out multiple customer engagements as part of our standard business operations to understand our customers better.
DIRECT CUSTOMER ENGAGEMENT (KNOWING OUR CUSTOMER) The table below highlights the key areas of customer interaction and engagement: Interaction/Engagement Purpose
Customer Connections
• ICP creation, e.g. I am subdividing my section and satisfaction throughoutrequire an ICP for a new dwelling • Distributed Generation – e.g. I need to connect my new solar and battery installation • Residential Subdivisions – developers building new subdivisions work with a dedicated team who arrange the electrical engineering design, commercial terms and pricing for large residential subdivisions and developments. • Commercial Projects – Auckland’s skyline has a substantial number of cranes working across the city. Each of these sites will require a new commercial connection. We have a team providing these customers individual management of their engagement with Vector quote, design and contract. The projects require complex civil management and increasing levels of traffic management. Information is constantly sought by consultants and developers around the implications of new technology such as commercial batteries, distributed generation and rapid EV charging.
Outages
• Contact Centre manages phone calls, social media interactions and emails for outages and general enquiries.
Customer Resolutions
• Deal with customer queries, service guarantee payments and utility dispute case management.
Community Engagement
• Provides the human face of the network at a local community level. They listen and respond to local community queries. The issues they deal with include discussing concerns with the proposed design of substations and art work on transformers. • Facilitate the CAB (Customer Advisory Board). The CAB provides a forum to listen to individuals representing a variety of sectors with a wide array of perspectives and understand their concerns, issues and the opportunities they see associated with our electricity network.
Retailer Relationships
• A person is dedicated to ensure the services we provide via retailers can be maximised to deliver the best end customer experience.
Key Account Customers
• A key account team manage the direct electricity conveyance contracts with several large customers on our network. These customers understand our network performance but also make individual decisions around network resilience and configuration to manage their unique requirements. • Have direct account management of the large roading, rail and water infrastructure projects around Auckland. This ensures these large infrastructure projects have the greatest possible synergies and cause the least possible disruption for the public. • Meet members of the community in their space, hearing their concerns and explaining what we do, demonstrate we care e.g. Pacifika, Lantern Festival, Devonport GLOW Festival.
Community events
Table 1-1 Customer interactions
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