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

根据《气候变化法》，英国必须在2050年之前消除100%的碳排放。这一挑战中最大也是最困难的部分是热力脱碳。热力网络是实现脱碳目标战略的基本组成部分，预计到2050年，英国通过热力网络输送的供暖比例将从2%上升到43%。除了碳节约，热力网络还有助于消除燃料贫困，客户平均每年支付100 GB。比使用单个燃气锅炉的热网少；通过减少进口天然气的需求为英国的能源安全做出贡献；以及为当地创造就业机会提供重要来源，以及其他好处。为了发挥其潜力，热网必须高效并满足客户的需求。不幸的是，多项研究表明，在许多供热网络上，客户的满意度很低，这些供热网络的供应质量没有达到替代方案的标准。在居住期间向客户提供信息缺乏透明度被认为是导致糟糕结果的关键驱动因素之一，许多居民不会将英语作为主要语言的事实加剧了这一挑战。在[2019年的一项研究][0]中，公民的建议建议政府应该考虑引入在所有新的热网上安装智能电表的要求。他们发现，消费者能够更好地理解和监控他们的使用情况，并使用家庭显示器(IHD)进行消费，这反过来有助于他们预算能源成本。他们还发现，如果没有IHD，消费者可能很难计算出他们的消费，或监控他们的支付行为。Guru Engage项目旨在消除热网客户满意度低的几个原因，并支持创新的以客户为中心的服务模式，改善结果，让热网发挥其潜力。该项目建立在Guru Systems过去七年来使用物联网和数据分析来改善热网结果的经验基础上。到目前为止，我们的工作主要集中在改善热网的输送和运行上，主要是从运营商的角度出发。然而，我们现在认识到，居民体验对于这些网络的成功及其为英国热量脱碳的能力至关重要。我们希望将居民置于当地能源系统的核心，这是由Guru的硬件和软件平台实现的：Guru Engage[0]：https://www.citizensadvice.org.uk/Global/CitizensAdvice/Energy/Prepayment%20and%20heat%20networks%20-%20learning%20the%20lessons.pdf

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