BEST PRACTICE IN CONSUMER ENGAGEMENT FOR ENERGY NETWORKS

31 OCTOBER – 01 NOVEMBER 2016, SINGAPORE

About The Course

Energy network operators have long since recognised that they have a role in the community beyond the provision of energy infrastructure. Often they involve themselves at community level, sponsoring local sports teams, and supporting local charities. These activities may be philanthropic, divorced from the businesses’ main activities and set aside from the regulatory regime under which the businesses operate.

Regulators across the world are increasingly setting out requirements for energy network operators to undertake consumer engagement when they formulate their regulatory proposals, and on an ongoing basis. More generally, regulators will look more favourably on a business’ regulatory proposal if the business can demonstrate that they have undertaken consumer engagement that shows that the business’ proposal aligns with consumer sentiment. This can give substantial benefits to the regulated network businesses above those that are already being obtained.

This course aims to highlight the advantages of effective consumer engagement in the core business of the network businesses. It sets out models, levels and stages of consumer engagement, and differentiates good from bad. The course is supported by substantial case study material from across the world. It is a course for real life practitioners in the energy network businesses and in regulatory bodies, as well as policy makers in governments.

Learning Outcomes

Course attendees will receive a thorough grounding in best practice in consumer engagement for energy network businesses. The theory will be supported by robust case studies, to make the learning very practical for application to the attendees’ own businesses and organisations. Delegates from energy network businesses should leave the course with the tools to analyse the existing consumer engagement activities in their own businesses, and how to design and implement improvements. Delegates from governments and regulators will leave the course with increased capability to design and implement new consumer engagement policies and requirements for regulated industries. They will also be able to evaluate the programs that the regulated business implement, to determine which are fit for purpose, what improvements can be made to them, and what store can be put on the result of the consumer engagement activities.

Who Should Attend

1. Energy network industry personnel who are seeking to increase their understanding and practical application of consumer engagement in their businesses, including regulatory affairs managers and staff at all levels who deal with regulators and the regulatory framework, stakeholder and consumer engagement practitioners, external affairs staff, and management at all levels who have a focus on external relationships, and consumer relationships in particular.

2. Staff of government departments and regulators who set policy, legislation, rules and regulations governing energy networks, and those who evaluate the effectiveness of the consumer-facing activities of the network businesses.

3. External parties, service providers and consultants interested in serving the energy network industry in its consumer facing activities, to include those who design and implement consumer engagement programs.

4. Those who are interested in assessing the effectiveness of energy network businesses’ consumer engagement activities, including financial analysts and investors, as well as representatives of consumers and consumer advocates.

Course Faculty - David Prins

DavidPrinsDavid Prins is a highly experienced consultant and project manager, with extensive international consulting experience and expertise in strategic, regulatory and commercial issues. He has a keen understanding and twenty-five years of practical experience spanning four continents, specialising in the application of effective regulation and competition in electricity and gas industries.  David thrives on understanding how regulation and competition inter-relate in energy markets, and helping his clients to navigate the often difficult environments in which they have to participate and engage.

David has provided advice to public and private sector clients – industry participants, governments, regulators and consumer organisations – throughout Australia and New Zealand, as well as in Europe, Asia, and North America.  Much of his most recent work has involved advice on consumer facing issues in electricity industries, including smart metering in energy and water industries, and energy pricing and margins.

David is a valued member of the Australian Energy Regulator’s Consumer Challenge Panel, to help ensure that decisions on electricity and gas network regulatory access arrangements and costs across Australia incorporate the interests of consumers.  In this role, David challenges the Australian network businesses regarding their consumer engagement activities, and ensuring that their regulatory proposals are in consumers’ interests.  He also challenges the regulator on how its regulatory decision making processes take into account consumers’ interests and produce positive outcomes for consumers of energy.

David is an excellent communicator and experienced trainer.  As well as undertaking formal training, David is often asked to present at conference and workshops, to chair proceedings, and to facilitate and moderate expert panels, in Australia and internationally.  He can be relied on to stimulate an audience’s interests, to weave his personal and industry experience into the analysis of the issues that the participants face, and to help practitioners inside and outside the industry to solve their problems and plan for success.

Topics Covered

Energy Network Regulation Models of consumer engagement

Tools for consumer engagement

The elements of good and bad consumer engagement

Ongoing individual consumer engagement

Measuring the success of consumer engagement Case studies

This training course has a limited attendance for up to 20 participants only. Sessions commence at 9am on all days, with short intervals at 10.30am and 3.30pm respectively. Refreshments will be provided in the short intervals. Lunch will be provided at 12:30pm for 1 hour. Sessions will end at 5pm on all days.

Unique Features with powerEDGE Training

• Pre-Course Questionnaire to help us focus on your learning objectives
• Detailed Course & Reference Manual for Continuous Learning and Sharing
• Practical Exercises & Case Examples to better understand the principles
• Limited class size to ensure One-to-One Interactivity
• Assessment at the end of the course to help you develop a Personal Action Plan