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AI-Powered Utility Customer Experience enables transparency, real-time pricing, smart thermostats, demand response, and billing optimization, helping utilities integrate distributed energy resources, battery storage, and microgrids while boosting customer satisfaction and reducing costs.

Key Points

An approach where utilities use AI and real-time data to personalize service, optimize billing, and cut energy costs.

✅ Real-time pricing aligns retail and wholesale market signals

✅ Device control via smart thermostats and home energy management

✅ Analytics reveal appliance-level usage and personalized savings

The latest electric utility customer satisfaction survey results from the American Customer Satisfaction Index (ACSI) Energy Utilities report reveal that nearly every investor-owned utility saw customer satisfaction go down from 2018 to 2019. Residential customers are sending a clear message in the report: They want more transparency and control over energy usage, billing and ways to reduce costs.

With both customer satisfaction and utility revenues on the decline, utilities are facing daunting challenges to their traditional business models amid flat electricity demand across many markets today. That said, it is the utilities that see these changing times as an opportunity to evolve that will become the energy leaders of tomorrow, where the customer relationship is no longer defined by sales volume but instead by a utility company's ability to optimize service and deliver meaningful customer solutions.

We have seen how the proliferation of centralized and distributed renewables on the grid has already dramatically changed the cost profile of traditional generation and variability of wholesale energy prices. This signals the real cost drivers in the future will come from optimizing energy service with things like batteries, microgrids and peer-to-peer trading networks. In the foreseeable future, flat electricity rates may be the norm, or electricity might even become entirely free as services become the primary source of utility revenue.

The key to this future is technological innovation that allows utilities to better understand a customer’s unique needs and priorities and then deliver personalized, well-timed solutions that make customers feel valued and appreciated as their utility helps them save and alleviates their greatest pain points.

I predict utilities that adopt new technologies focused on customer experience, aligned with key utility trends shaping the sector, and deliver continual service improvements and optimization will earn the most satisfied, most loyal customers.

To illustrate this, look at how fixed pricing today is applied for most residential customers. Unless you live in one of the states with deregulated utilities where most customers are free to choose a service provider in a competitive marketplace, as consumers in power markets increasingly reshape offerings, fixed-rate tariffs or time-of-use tariffs might be the only rate structures you have ever known, though new utility rate designs are being tested nationwide today. These tariffs are often market distortions, bearing little relation to the real-time price that the utility pays on the wholesale market.

It can be easy enough to compare the rate you pay as a consumer and the market rate that utilities pay. The California ISO has a public dashboard -- as do other grid operators -- that shows the real-time marginal cost of energy. On a recent Friday, for example, a buyer in San Francisco could go to the real-time market and procure electricity at a rate of around 9.5 cents per kilowatt-hour (kWh), yet a residential customer can pay the utility PG&E between 22 cents and 49 cents per kWh amid major changes to electric bills being debated, depending on usage.

The problem is that utility customers do not usually see this data or know how to interpret it in a way that helps add value to their service or drive down the cost.

This is a scenario ripe for innovation. Artificial intelligence (AI) technologies are beginning to be applied to give customers the transparency and control over the energy they desire, and a new type of utility is emerging using real-time pricing signals from wholesale markets to give households hassle-free energy savings. Evolve Energy in Texas is developing a utility service model, even as Texas utilities revisit smart home network strategies, that delivers electricity to consumers at real-time market prices and connects to smart thermostats and other connected devices in the home for simple monitoring and control -- all managed via an intuitive consumer app.

My company, Bidgely, partners with utilities and energy retailers all over the world to apply artificial intelligence and machine learning algorithms to customer data in order to bring transparency to their electricity bills, showing exactly where the customers’ money is going down to the appliance and offering personalized, actionable advice on how to save.

Another example is from energy management company Keewi. Its wireless outlet adaptors are revealing real-time energy usage information to Texas A&M dorm residents as well as providing students the ability to conserve energy through controlling items in their rooms from their smartphones.

These are but a few examples of innovations among many in play that answer the consumer demand for increased transparency and control over energy usage.

Electric service providers will be closely watching how consumers respond to AI-driven innovation, including providers in traditionally regulated markets that are exploring equitable regulation approaches now, to stay aligned with policy and customer expectations. While regulated utilities have no reason to fear that their customers might sign up with a competitor, they understand that the revenues from electricity sales are going down and the deployment of distributed energy resources is going up. Both trends were reflected in a March report from Bloomberg New Energy Finance (via ThinkProgress) that claimed unsubsidized storage projects co-located with solar or wind are starting to compete with coal and gas for dispatchable power. Change is coming to regulated markets, and some of that change can be attributed to customer dissatisfaction with utility service.

Like so many industries before, the utility-customer relationship is on track to become less about measuring unit sales and more about driving revenue through services and delivering the best customer value. Loyal customers are most likely to listen and follow through on the utility’s advice and to trust the utility for a wide range of energy-related products and services. Utilities that make customer experience the highest priority today will emerge tomorrow as the leaders of a new energy service era.

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5G Energy Costs highlight base station power consumption, carrier electricity bills, and carbon emissions in China, while advances in energy efficiency, sleep modes, and cooling systems aim to optimize low-latency networks and reduce operational expenses.

Key Points

5G energy costs rise with power-hungry base stations, yet per-bit efficiency and sleep modes help cut bills.

✅ 5G base stations use ~4x 4G electricity

✅ Per-bit 5G energy efficiency is ~4x better than 4G

✅ Sleep modes and advanced cooling reduce OPEX and emissions

As 5G developers look desperately for a "killer app" to prove the usefulness of the superfast wireless technology, mobile carriers in China are complaining about the high energy cost of 5G signal towers.

And the situation is, according to experts, more complicated than many have thought.

The costly 5G

5G technology can be 10 or more times faster than 4G and significantly more responsive to users' input, but the speed comes at a cost.

A 5G base station consumes "four times more electricity" than its 4G counterpart, said Ding Haiyu, head of wireless and terminals at the China Mobile Research Institute, during a symposium on 5G and carbon neutrality in Beijing, a key focus for countries pursuing a net-zero grid by 2050 worldwide.

But concerning each bit of data transmitted, 5G is four times more energy-efficient than 4G, according to Ding.

This means that mobile carriers should fully occupy their 5G network for as long time as possible, but that can be hard at this moment, as many people are still holding 4G smartphones.

"When the 5G stations are running without people using them, they are really electricity guzzlers," said Zhu Qingfeng, head of power supply design at China Information Technology Designing and Consulting Institute Co., Ltd., who represents China Unicom at the symposium. "Each of the three telecom carrier giants are emitting about ten million tonnes of carbon in the air."

"We have to shut down some 5G base stations at night to reduce emission," he added.

Some utilities are testing fuel cell solutions to keep backup batteries charged much longer, supporting network resilience at lower emissions.

A representative from China Telecom said electricity bills of the nationwide carrier reached a new high of 100 billion yuan (about $15 billion) a year, mirroring the power challenges for utilities as data center demand booms elsewhere.

Getting better

While admitting the excessive cost of 5G, experts at the symposium also agreed that the situation is improving, even as climate pressures on the grid continue to mount.

Ding listed a series of recent technologies that is helping reduce the energy use of 5G, including chips of better process, automatic sleeping and wake-up of base stations and liquid nitrogen-based cooling system, and superconducting cables as part of ongoing upgrades.

"We are aiming at halving the 5G electricity cost to only two times of 4G in two years," Ding said.

Experts also discussed the possibility of making use of 5G's low latency features to help monitoring the electricity grid, thus making the digital grid smarter and more cost effective.

G's energy cost is seen as a hot topic for the incoming World 5G Convention in Beijing in early August, alongside smart grid transformation themes. Stay tuned to CGTN Digital as we bring you the latest news about the convention and 5G technology.
 

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France Electricity Crisis drives record power prices as nuclear outages squeeze supply, forcing energy imports, fuel oil and coal generation, amid gas market shocks, weak wind output, and freezing weather straining the grid.

Key Points

A French power shortfall from nuclear outages, record prices, heavy imports, and oil-fired backup amid cold weather.

✅ EDF halted reactors; 10% capacity offline, 30% by January

✅ Imports surge; fuel oil and coal units dispatched

✅ Prices spike as gas reverses flow and wind output drops

Electricity prices surged to a fresh record as France scrambled to keep its lights on, sucking up supplies from the rest of Europe.

France, usually an exporter of power, is boosting electricity imports and even burning fuel oil, and has at times limited nuclear output due to high river temperatures during heatwaves. The crunch comes after Electricite de France SA said it would halt four reactors accounting for 10% of the nation’s nuclear capacity, straining power grids already facing cold weather. Six oil-fired units were turned on in France on Tuesday morning, according to a filing with Entsoe.

“It’s illustrating how severe it is when they’re actually starting to burn fuel oil and importing from all these countries,” said Fabian Ronningen, an analyst at Rystad Energy. The unexpected plant maintenance “is reflected in the market prices,” he said

Europe is facing an energy crisis, with utilities relying on coal and oil. Almost 30% of France’s nuclear capacity will be offline at the beginning of January, leaving the energy market at the mercy of the weather. To make matters worse, Germany is closing almost half of its nuclear capacity before the end of the year, as Europe loses nuclear power just when it really needs energy.

German power for delivery next year surged 10% to 278.50 euros a megawatt-hour, while the French contract for January added 9.5% to a record 700.60 euros. Prices also gained, under Europe’s marginal pricing system, as gas jumped after shipments from Russia via a key pipeline reversed direction, flowing eastward toward Poland instead.

Neighboring countries are boosting their exports to France this week to cover for lost nuclear output, with imports from Germany rising to highest level in at least four years. In the U.K., four coal power units were operating on Tuesday with as much as 1.5 gigawatts of hourly output being sent across the channel. 

The power crisis is so severe that the French government has asked EDF to restart some nuclear reactors earlier than planned amid outage risks for nuclear-powered France. Ecology Minister Barbara Pompili said last weekend that, in addition to the early reactor restarts and past river-temperature limits, the country had contracts with some companies in which they agreed to cut production during peak demand hours in exchange for payments from the government.

Higher energy prices threaten to derail Europe’s economic recovery just as the coronavirus omicron variety is spreading. Trafigura Group’s Nyrstar will pause production at its zinc smelter in France in the first week of January because of rising electricity prices. Norwegian fertilizer producer Yara International, which curbed output earlier this year, said it would continue to monitor the situation closely and curtail production where necessary.

Freezing weather this week is also sending short-term power prices surging as renewables can’t keep up, even though wind and solar overtook gas in the EU last year. German wind output plunged to a five-week low on Tuesday.

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Hinkley Point C Reactor Installation signals UK energy security, nuclear power expansion, and low-carbon baseload, featuring EPR technology in Somerset to cut emissions, support net-zero goals, and deliver reliable electricity for homes and businesses.

Key Points

First EPR unit fitted at Hinkley Point C, boosting low-carbon baseload, grid reliability, and UK energy security.

✅ Generates 3.2 GW across two EPRs for 7% of UK electricity.

✅ Provides low-carbon baseload to complement wind and solar.

✅ Creates jobs and strengthens supply chains during construction.

The United Kingdom has made a significant stride toward securing its energy future with the installation of the first reactor at its newest nuclear power station. This development marks an important milestone in the nation’s efforts to combat climate change, reduce carbon emissions, and ensure a stable and sustainable energy supply. As the world moves towards greener alternatives to fossil fuels, nuclear power remains a key part of the UK's green industrial revolution and low-carbon energy strategy.

The new power station, located at Hinkley Point C in Somerset, is set to be one of the most advanced nuclear facilities in the country. The installation of its reactor represents a crucial step in the construction of the plant, with earlier milestones like the reactor roof lifted into place underscoring steady progress, which is expected to provide reliable, low-carbon electricity for millions of homes and businesses across the UK. The completion of the first reactor is seen as a pivotal moment in the journey to bring the station online, with the second reactor expected to follow shortly after.

A Historic Milestone

Hinkley Point C will be the UK’s first nuclear power station built in over two decades. The plant, once fully operational, will play a key role in the country's energy transition. The reactors at Hinkley Point C are designed to be state-of-the-art, using advanced technology that is both safer and more efficient than older nuclear reactors. Each of the two reactors will have the capacity to generate 1.6 gigawatts of electricity, enough to power approximately six million homes. Together, they will contribute about 7% of the UK’s electricity needs, providing a steady, reliable source of energy even during periods of high demand.

The installation of the first reactor at Hinkley Point C is not just a technical achievement; it is also symbolic of the UK’s commitment to energy security and its goal to achieve net-zero carbon emissions by 2050, a target that industry leaders say multiple new stations will be needed to meet effectively. Nuclear power is a crucial part of this equation, as it provides a stable, baseload source of energy that does not rely on weather conditions, unlike wind or solar power.

Boosting the UK’s Energy Capacity

The addition of Hinkley Point C to the UK’s energy infrastructure is expected to significantly boost the country’s energy capacity and reduce its reliance on fossil fuels. The UK government has been focused on increasing the share of renewable energy in its mix, and nuclear power is seen as an essential complement to intermittent renewable sources, especially as wind and solar have surpassed nuclear in generation at times. Nuclear energy is considered a low-carbon, reliable energy source that can fill the gaps when renewable generation is insufficient, such as on cloudy or calm days when solar and wind energy output may be low.

With the aging of the UK’s existing nuclear fleet and the gradual phase-out of coal-fired power plants, Hinkley Point C will help ensure that the country does not face an energy shortage as it transitions to cleaner energy sources. The plant will help to bridge the gap between the current energy infrastructure and the future, enabling the UK to phase out coal while maintaining a steady, low-carbon energy supply.

Safety and Technological Innovation

The reactors at Hinkley Point C are being constructed using the latest in nuclear technology. They are based on the European Pressurized Reactor (EPR) design, which is known for its enhanced safety features and efficiency, and has been deployed in projects within China's nuclear program as well, making it a proven platform. These reactors are designed to withstand extreme conditions, including earthquakes and flooding, making them highly resilient. Additionally, the EPR technology ensures that the reactors have a low environmental impact, producing minimal waste and offering the potential for increased sustainability compared to older reactor designs.

One of the key innovations in the Hinkley Point C reactors is their advanced cooling system, which is designed to be more efficient and environmentally friendly than previous generations. This system ensures that the reactors operate at optimal temperatures while minimizing the environmental footprint of the plant.

Economic and Job Creation Benefits

The construction of Hinkley Point C has already provided a significant boost to the local economy. Thousands of jobs have been created, not only in the construction phase but also in the ongoing operation and maintenance of the facility. The plant is expected to create more than 25,000 jobs during its construction and around 900 permanent jobs once it is operational.

The project is also expected to have a positive impact on the wider UK economy. As a major infrastructure project, Hinkley Point C will provide long-term economic benefits, including boosting supply chains and providing opportunities for local businesses.

Challenges and the Road Ahead

Despite the progress, the construction of Hinkley Point C has not been without its challenges. The project has faced delays and cost overruns, with setbacks at Hinkley Point C documented by industry observers, and the total estimated cost now standing at around £22 billion. However, the successful installation of the first reactor is a step toward overcoming these hurdles and completing the project on schedule.

Looking ahead, Hinkley Point C’s successful operation could pave the way for future nuclear developments in the UK, including next-gen nuclear designs that aim to be smaller, cheaper, and safer. As the world grapples with the pressing need to reduce greenhouse gas emissions, nuclear energy may play an even more critical role in ensuring a clean, reliable energy future.

The installation of the first reactor at Hinkley Point C marks a crucial moment in the UK’s energy journey. As the country seeks to meet its carbon reduction targets and bolster its energy security, the new nuclear power station will be a cornerstone of its efforts. With its advanced technology, safety features, and potential to provide low-carbon energy for decades to come, Hinkley Point C offers a glimpse into the future of energy production in the UK and beyond.

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Alberta coal phaseout accelerates as utilities convert to natural gas, cutting emissions under TIER regulations and deploying hydrogen-ready, carbon capture capable plants, alongside new solar projects in a competitive, deregulated electricity market.

Key Points

A provincewide shift from coal to natural gas and renewables, cutting power emissions years ahead of the 2030 target.

✅ Capital Power, TransAlta converting coal units to gas

✅ TIER pricing drives efficiency, carbon capture readiness

✅ Hydrogen-ready turbines, solar projects boost renewables

Alberta is set to meet its goal to eliminate coal-fired electricity production years earlier than its 2030 target, amid a broader shift to cleaner energy in the province, thanks to recently announced utility conversion projects.

Capital Power Corp.’s plan to spend nearly $1 billion to switch two coal-fired power units west of Edmonton to natural gas, and stop using coal entirely by 2023, was welcomed by both the province and the Pembina Institute environmental think-tank.

In 2014, 55 per cent of Alberta’s electricity was produced from 18 coal-fired generators. The Alberta government announced in 2015 it would eliminate emissions from coal-fired electricity generation by 2030.

Dale Nally, associate minister of Natural Gas and Electricity, said Friday that decisions by Capital Power and other utilities to abandon coal will be good for the environment and demonstrates investor confidence in Alberta’s deregulated electricity market, where the power price cap has come under scrutiny.

He credited the government’s Technology Innovation and Emissions Reduction (TIER) regulations, which put a price on industrial greenhouse gas emissions, as a key factor in motivating the conversions.

“Capital Power’s transition to gas is a great example of how private industry is responding effectively to TIER, as it transitions these facilities to become carbon capture and hydrogen ready, which will drive future emissions reductions,” Nally said in an email.

Capital Power said direct carbon dioxide emissions at its Genesee power facility near Edmonton will be about 3.4 million tonnes per year lower than 2019 emission levels when the project is complete.

It says the natural gas combined cycle units it’s installing will be the most efficient in Canada, adding they will be capable of running on 30 per cent hydrogen initially, with the option to run on 95 per cent hydrogen in future with minor investments.

In November, Calgary-based TransAlta Corp. said it will end operations at its Highvale thermal coal mine west of Edmonton by the end of 2021 as it switches to natural gas at all of its operated coal-fired plants in Canada four years earlier than previously planned.

The Highvale surface coal mine is the largest in Canada, and has been in operation on the south shore of Wabamun Lake in Parkland County since 1970.

The moves by the two utilities and rival Atco Ltd., which announced three years ago it would convert to gas at all of its plants by this year, mean significant emissions reduction and better health for Albertans, said Binnu Jeyakumar, director of clean energy for Pembina.

“Alberta’s early coal phaseout is also a great lesson in good policy-making done in collaboration with industry and civil society,” she said.

“As we continue with this transformation of our electricity sector, it is paramount that efforts to support impacted workers and communities are undertaken.”

She added the growing cost-competitiveness of renewable energy, such as wind power, makes coal plant retirements possible, applauding Capital Power’s plans to increase its investments in solar power.

In Ontario, clean power policy remains a focus as the province evaluates its energy mix.

The company announced it would go ahead with its 75-megawatt Enchant Solar power project in southern Alberta, investing between $90 million and $100 million, and that it has signed a 25-year power purchase agreement with a Canadian company for its 40.5-MW Strathmore Solar project now under construction east of Calgary.
 

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Canadian Industrial IoT Cybersecurity Standards aim to unify device security for utilities, smart grids, SCADA, and OT systems, aligning with NERC CIP, enabling certification, trust marks, compliance testing, and safer energy sector deployments.

Key Points

National standards to secure industrial IoT for utilities and grids, enabling certification and NERC CIP alignment.

✅ Aligns with NERC CIP and NIST frameworks for energy sector security

✅ Defines certification, testing tools, and a trusted device repository

✅ Enhances OT, SCADA, and smart grid resilience against cyber threats

The Canadian energy sector has been buying Internet-connected sensors for monitoring a range of activities in generating plants, distribution networks facing harsh weather risks and home smart meters for several years. However, so far industrial IoT device makers have been creating their own security standards for devices, leaving energy producers and utilities at their mercy.

The industry hopes to change that by creating national cybersecurity standards for industrial IoT devices, with the goal of improving its ability to predict, prevent, respond to and recover from cyber threats, such as emerging ransomware attacks across the grid.

To help, the federal government today announced an $818,000 grant support a CIO Strategy Council project oversee the setting of standards.

In an interview council executive director Keith Jansa said the money will help a three-year effort that will include holding a set of cross-country meetings with industry, government, academics and interest groups to create the standards, tools to be able to test devices against the standards and the development of product repository of IoT safe devices companies can consult before making purchases.

“The challenge is there are a number of these devices that will be coming online over the next few years,” Jansa said. “IoT devices are designed for convenience and not for security, so how do you ensure that a technology an electricity utility secures is in fact safeguarded against cyber threats? Currently, there is no associated trust mark or certification that gives confidence associated with these devices.”

He also said the council will work with the North American Electric Reliability Corporation (NERC), which sets North American-wide utility safety procedural standards and informs efforts on protecting the power grid across jurisdictions. The industrial IoT standards will be product standards.

According to Robert Wong, vice-president and CIO of Toronto Hydro, all the big provincial utilities are subject to adhering to NERC CIP standards which have requirements for both cyber and physical security. Ontario is different from most provinces in that it has local distribution companies — like Toronto Hydro — which buy electricity in bulk and resell it to customers.  These LDCs don’t own or operate critical infrastructure and therefore don’t have to follow the NERC CIP standards.

Regional reforms, such as regulatory changes in Atlantic Canada, aim to bring greener power options to the grid.

Electricity is considered around the world as one of a country’s critical national infrastructure. Threats to the grid can be used for ransom or by a country for political pressure. Ukraine had its power network knocked offline in 2015 and 2016 by what were believed to be Russian-linked attackers operating against utilities.

All the big provincial utilities operate “critical infrastructure” and are subject to adhering to NERC CIP (critical infrastructure protection) standards, which have requirements for both cyber and physical security, as similar compromises at U.S. electric utilities have highlighted recently.  There are audited on a regular basis for compliance and can face hefty fines if they fail to meet the requirements.  The LDCs in Ontario don’t own or operate “critical infrastructure” and therefore are not required to adopt NERC CIP standards (at least for now).

The CIO Strategy Council is a forum for chief information officers that is helping set standards in a number of areas. In January it announced a partnership with the Internet Society’s Canada Chapter to create standards of practice for IoT security for consumer devices. As part of the federal government’s updated national cybersecurity strategy it is also developing a national cybersecurity standard for small and medium-sized businesses. That strategy would allow SMBs to advertise to customers that they meet minimum security requirements.

“The security of Canadians and our critical infrastructure is paramount,” federal minister of natural resources Seamus O’Regan said in a statement with today’s announcement. “Cyber attacks are becoming more common and dangerous. That’s why we are supporting this innovative project to protect the Canadian electricity sector.”

The announcement was welcomed by Robert Wong, Toronto Hydro’s vice-president and CIO. “Any additional investment towards strengthening the safeguards against cyberattacks to Canada’s critical infrastructure is definitely good news.  From the perspective of the electricity sector, the convergence of IT and OT (operational technology) has been happening for some time now as the traditional electricity grid has been transforming into a Smart Grid with the introduction of smart meters, SCADA systems, electronic sensors and monitors, smart relays, intelligent automated switching capabilities, distributed energy resources, and storage technologies (batteries, flywheels, compressed air, etc.).

“In my experience, many OT device and system manufacturers and vendors are still lagging the traditional IT vendors in incorporating Security by Design philosophies and effective security features into their products.  This, in turn, creates greater risks and challenges for utilities to protecting their critical infrastructures and ensuring a reliable supply of electricity to its customers.”

The Ontario Energy Board, which regulates the industry in the province, has led an initiative for all utilities to adopt the National Institute of Standards and Technology (NIST) Cybersecurity Framework, along with the ES-C2M2 maturity and Privacy By Design models, he noted.  Toronto Hydro has been managing its cybersecurity practice in adherence to these standards, as the city addresses growing electricity needs as well, he said.

“Other jurisdictions, such as Israel, have invested heavily on a national level in developing its cybersecurity capabilities and are seen as global leaders.  I am confident that given the availability of talent, capabilities and resources in Canada (especially around the GTA) if we get strong support and leadership at a federal level we can also emerge as a leader in this area as well.”

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