CEO Blog

Neil Clitheroe

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    Future Energy Continued - Digitalisation 26/05/2016

    I talked in my previous blog about the future of energy and how the energy industry is changing – I wanted to explain how ScottishPower is reacting positively to this and in particular, about one of the key drivers of this change, digitalisation.

    The growth in digitalisation continues at a staggering pace. Already, we live in a world where most people have multiple devices, mobiles, tablets, laptops. Most of us can connect to the Internet 24/7. But this is only the beginning.

    Until recently, we’ve always done things either “for” or “to” our customers – we told them how much their Direct Debit was and what to pay, we told them how and when it was best get in touch with us. We decided when we would visit to read their meter. This is all changing. Customers are increasingly using digital channels to interact with us - when it suits them – each week 100k ScottishPower customers bill themselves online, 10k customers change their Direct Debit payment online and an average of between 2.5k and 4k customers request a refund from their account. And these numbers are growing each day. We want to give our customers control over what they pay and make managing their energy easier. Going forward, digitalisation will continue to change the relationship we have with our customers and them with us.

    When smart meters are rolled out across the UK, we will gain real insight into how our customers use energy. This data will help us better understand the needs of our customers and how we could design new customer tariffs, new ways of paying and other services to give customers control. Investing in smart meters means investing in the future for our customers.

    We know it’s important to give our customers control over what and how they pay for their energy. We want to make it easy for customers to do business with us. Digitalisation makes this possible and so the relationship we have with our customers, and them with us, can only improve and the services we offer only get better.

    Neil