Guru Engage: increasing customer engagement on heat networks to enable innovative commercial models

Guru Engage：增加客户对热网的参与度，以实现创新的商业模式

• 批准号: 10024353
• 金额: $ 7.91万
• 依托单位: GURU SYSTEMS LIMITED
• 依托单位国家: 英国
• 项目类别: Collaborative R&D
• 财政年份: 2021
• 资助国家: 英国
• 起止时间: 2021 至 无数据
• 项目状态: 已结题
• 来源: https://gtr.ukri.org/projects?ref=10024353
• 关键词: Guru; Engage; increasing; customer; engagement

The UK must eliminate 100% of carbon emissions by 2050 under the Climate Change Act. The biggest and toughest part of this challenge is the decarbonisation of heat.Heat networks are a fundamental part of the strategy to meet the decarbonisation target, with the proportion of UK heating delivered over heat networks projected to rise from 2% to as much as 43% by 2050\.Alongside carbon savings, heat networks also help combat fuel poverty, with customers paying on average £100 p.a. less than those using individual gas boilers; contribute to the UK's energy security by reducing the need to import gas; and, provide an important source of local job creation, among other benefits.To fulfil their potential, heat networks must be efficient and meet the needs of customers. Unfortunately, multiple studies have shown low levels of satisfaction among customers on many heat networks where the quality of provision is not up to the standards of alternatives. A lack of transparency in providing information to customers during residency is identified one of the key drivers for poor outcomes, a challenge tat is exacerbated by the fact that many residents do not speak English as their primary language.In [a 2019 study][0], Citizen's Advice recommended that Government should consider introducing a requirement to install smart meters on all new heat networks.They found that consumers are better able to understand and monitor their usage and spend with an in-home display (IHD), which in turn helps them budget their energy costs. They also found that without an IHD, consumers can struggle to work out their consumption, or monitor their payment behaviour.The Guru Engage project is designed to eliminate several of the causes of low satisfaction among heat network customers and to enable innovative customer-centric service models, improving outcomes and allowing heat networks to fulfil their potential.This project builds on Guru Systems' experience over the past seven years of using the Internet of Things and data analytics to improve outcomes on heat networks. To date our work has been focused on improving the delivery and operation of heat networks, mainly from the operators' point of view. However, we now recognise that the resident experience is critical to the success of these networks and their ability to decarbonise UK heat.We want to put residents at the heart of local energy systems, enabled by Guru's hardware and software platforms: Guru Engage[0]: https://www.citizensadvice.org.uk/Global/CitizensAdvice/Energy/Prepayment%20and%20heat%20networks%20-%20learning%20the%20lessons.pdf

根据《气候变化法》，英国必须在2050年前消除100%的碳排放。这一挑战中最大和最艰巨的部分是供热脱碳。供热网络是实现脱碳目标战略的基本组成部分，预计到2050年，通过供热网络提供的英国供热比例将从2%上升到43%。除了节省碳排放，供热网络还有助于消除燃料贫困，客户平均每年支付100英镑。与使用单个燃气锅炉的供热系统相比，供热系统的能耗更低;通过减少对进口燃气的需求，为英国的能源安全做出贡献;并且，为当地创造就业机会提供重要来源，以及其他好处。不幸的是，多项研究表明，在许多供热网络中，客户的满意度很低，因为供热质量达不到替代品的标准。在居住期间向客户提供信息缺乏透明度被认为是导致结果不佳的关键因素之一，许多居民不会说英语作为主要语言的事实加剧了达特一挑战。[2019年的一项研究][0]，市民意见建议政府应考虑规定所有新的热力网络安装智能电表。他们发现，通过家用显示器（IHD），用户可以更好地了解和监控其使用情况和支出，这反过来又可以帮助他们预算能源成本。他们还发现，如果没有IHD，消费者很难计算出他们的消费量，或监控他们的支付行为。Guru Engage项目旨在消除热力网络客户满意度低的几个原因，并实现以客户为中心的创新服务模式，改善成果，让热力网络发挥其潜力。该项目建立在Guru Systems过去七年的经验基础上，使用物联网和数据分析来改善热力网络的结果。到目前为止，我们的工作重点是改善供热网络的输送和运营，主要是从运营商的角度出发。然而，我们现在认识到，居民的体验对于这些网络的成功及其对英国热量脱碳的能力至关重要。我们希望通过Guru的硬件和软件平台，将居民置于当地能源系统的核心位置：Guru Engage[0]：https://www.citizensadvice.org.uk/Global/CitizensAdvice/Energy/Prepayment%20and%20heat%20networks%20-%20learning%20the%20lessons.pdf