Electronic services were reformed and expanded
Customer interest in electronic services continued to increase in 2013. In particular, this was reflected in higher user numbers in the fault reporting and energy consumption monitoring services. In addition, the Elenia Mukana mobile application attracted an average of 1,150 new users each month. Elenia Mukana was launched at the end of 2012.
During 2013, Elenia focused its development investments primarily on the usability and quality of electronic services and service channels in order to improve the customer experience. Elenia also introduced the Elenia Weatherproof map service, which enables customers to follow the progress of electricity network construction in the company’s area of operation. The Elenia Mukana mobile application was expanded to include fault reporting.
Investments in the quality and usability of services were reflected in customer feedback. According to survey results, customer satisfaction with Elenia’s electronic services was higher than the average1 in the electricity network sector in Finland in 2013.
Elenia believes that the number of users in electronic services will continue to increase. In addition, the company believes that new services enabled by smart electricity networks will make its operations even more transparent and reliable while also improving the customer experience. Elenia continues to develop its services and reform its range in response to customer needs, making use of the opportunities offered by smart electronic networks.
Elenia’s Smart Grid concept:
● Smart electrical meters for all customers
● Real-time invoicing instead of balancing bills to promote energy efficiency
● An hourly updated customer-specific energy consumption monitoring service on the Internet
● A real-time online map service showing power outages
● Free notifications of power outages via text message and email
● Elenia Mukana mobile application
● Elenia Weatherproof map service
● Balance settlement based on hourly power information
● Purchasing of network wastage from the market based on hourly power information
● Light primary substations, network automation, remote controlled separating switches and network switches
● Safeguarded wireless broadband at primary substations
● Monitoring and troubleshooting of low-voltage networks using remotely readable electricity meters
● Automatic fault location, isolation and supply restoration
● Need-based maintenance of the electrical network using 3D aerial photography
1 Energy sector customer satisfaction survey 2013 (IRO Research & Consulting)