Taxpayers on the hook for AECL despite privatization

By Globe and Mail


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Canadian taxpayers must continue to finance AECL's commercial business even if the government moves forward with its plan to privatize the nuclear Crown corporation, a report from the C.D. Howe Institute says.

Ottawa would be expected to cover the monetary risk of regulatory delays, both in the certification of AECL's new Accelerated Candu Reactor (ACR) and in environment reviews required for the siting of plants in Canada, says the report released by the business-backed think tank.

At the same time, the government will have to underwrite the research and development costs of reactor design if AECL is to compete with international rivals, whose governments provide significant support for their nuclear companies.

“The government is not going to get out from under this stuff, because no matter what happens they're going to have the long-term research role, the waste disposal role, or certainly research on it,” says Bruce Doern, co-author of the report.

The report was concluded prior to Natural Resource Minister Lisa Raitt's recent announcement that the government is looking for private-sector buyers for AECL's commercial division, but will maintain ownership of the Chalk River research laboratories and seek private management.

The C.D. Howe report argues for just such an approach.

“AECL should be partially privatized to bring stable funding, new international partnerships, and market capacity and discipline,” it concludes.

“However, a privatization deal should include continuing support, public or private, for pure research and development at the Chalk River, Ontario laboratories.”

The report suggests that any privatization deal will have to await the certification of AECL's new ACR design by the federal nuclear regulator, or Ottawa will be forced to provide financial insurance to new owners against the possibility of regulatory delays or more serious design setbacks.

AECL's future rests with the decision by Ontario to build new reactors to meet its electricity needs, though the report notes that electricity demand has been falling in the province and is unlikely to rebound sharply given the decline in the province's manufacturing sector.

Ontario has made a preliminary decision favouring AECL over its U.S.-Japanese and French rivals, but has not begun negotiating with the federal government on a purchase contract.

Mr. Doern and his co-author, Robert Morrison, said success of the government's privatization plan rests with Ontario's reactor purchase, highlighting the pressure faced by Queen's Park in making the decision.

“If Ontario opts for the Candu, it would be a big boost for AECL,” the authors says.

“If it does not, and if no other domestic Candu orders emerge, AECL probably would be consigned to refurbishing existing Candus, as foreign customers likely would not buy a new reactor from AECL that had not been purchased in Canada.”

While provincial Energy Minister George Smitherman is said to have experienced “sticker shock” when he saw the price of the proposed reactors, the authors argue that nuclear represents a competitive source of base-load power.

Factoring in the cost of eliminating or reducing greenhouse gas emissions from coal-fired or natural-gas power plants, nuclear becomes more competitive on price.

“A lot of the efficacy of nuclear depends on whether fossil fuels have their level of emissions embedded in their prices,” Mr. Doern said. “If this is done more, it's going to make the decision on whether to go with nuclear – pro or con – more sensible and fairer.”

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EIA expects solar and wind to be larger sources of U.S. electricity generation this summer

US Summer Electricity Outlook 2022 projects rising renewable energy generation as utility-scale solar and wind capacity additions surge, while coal declines and natural gas shifts amid higher fuel prices and regional supply constraints.

 

Key Points

An EIA forecast of summer 2022 power: more solar and wind, less coal, and shifting gas use amid higher fuel prices.

✅ Solar +10 million MWh; wind +8 million MWh vs last summer

✅ Coal generation -20 million MWh amid supply constraints, retirements

✅ Gas prices near $9/MMBtu; slight national gen decline

 

In our Summer Electricity Outlook, a supplement to our May 2022 Short-Term Energy Outlook, we expect the largest increases in U.S. electric power sector generation this summer will come from renewable energy sources such as wind and solar generation. These increases are the result of new capacity additions. We forecast utility-scale solar generation between June and August 2022 will grow by 10 million megawatthours (MWh) compared with the same period last summer, and wind generation will grow by 8 million MWh. Forecast generation from coal and natural gas declines by 26 million MWh this summer, although natural gas generation could increase in some electricity markets where coal supplies are constrained.

For recent context, overall U.S. power generation in January rose 9.3% year over year, the EIA reports.

Wind and solar power electric-generating capacity has been growing steadily in recent years. By the start of June, we estimate the U.S. electric power sector will have 65 gigawatts (GW) of utility-scale solar-generating capacity, a 31% increase in solar capacity since June 2021. Almost one-third of this new solar capacity will be built in the Texas electricity market. The electric power sector will also have an estimated 138 GW of wind capacity online this June, which is a 12% increase from last June.

Along with growth in renewables capacity, we expect that an additional 6 GW of new natural gas combined-cycle generating capacity will come online by June 2022, an increase of 2% from last summer. Despite this increase in capacity, we expect natural gas-fired electricity generation at the national level will be slightly (1.3%) lower than last summer.

We forecast the price of natural gas delivered to electric generators will average nearly $9 per million British thermal units between June and August 2022, which would be more than double the average price last summer. The higher expected natural gas prices and growth in renewable generation will likely lead to less natural gas-fired generation in some regions of the country.

In contrast to renewables and natural gas, the electricity industry has been steadily retiring coal-fired power plants over the past decade. Between June 2021 and June 2022, the electric power sector will have retired 6 GW (2%) of U.S. coal-fired generating capacity.

In previous years, higher natural gas prices would have resulted in more coal-fired electricity generation across the fleet. However, coal-fired power plants have been limited in their ability to replenish their historically low inventories in recent months as a result of mine closures, rail capacity constraints, and labor market tightness. These coal supply constraints, along with continued retirement of generating capacity, contribute to our forecast that U.S. coal-fired generation will decline by 20 million MWh (7%) this summer. In some regions of the country, these coal supply constraints may lead to increased natural gas-fired electricity generation despite higher natural gas prices.
 

 

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94,000 lose electricity in LA area after fire at station

Los Angeles Power Station Fire prompts LADWP to shut a Northridge/Reseda substation, causing a San Fernando Valley outage amid a heatwave; high-voltage equipment and mineral oil burned as 94,000 customers lost power, elevator rescues reported.

 

Key Points

An LADWP substation fire in Northridge/Reseda caused a major outage; 94,000 customers affected as crews restore power.

✅ Fire started around 6:52 p.m.; fully extinguished by 9 p.m.

✅ High-voltage gear and mineral oil burned; no injuries reported.

✅ Outages hit Porter Ranch, Reseda, West Hills, Granada Hills.

 

About 94,000 customers were without electricity Saturday night after the Los Angeles Department of Water and Power shut down a power station in the northeast San Fernando Valley that caught fire, the agency said.

The fire at the station in the Northridge/Reseda area of Los Angeles started about 6:52 p.m. and involved equipment that carries high-voltage electricity and distributes it at lower voltages to customers in the surrounding area, the department said, even as other utilities sometimes deploy wildfire safety shut-offs to reduce risk during dangerous conditions.

The department shut off power to the station as a precautionary move, and it is restoring power now that the fire has been put out, similar to restoration after intentional shut-offs in other parts of California. Initially, 140,000 customers were without power. That number had been cut to 94,000 by 11 p.m.

The power outage comes as much of California baked in heat that broke records, and rolling blackout warnings were issued as the grid strained. A record that stood 131 years in Los Angeles was snapped when the temperature spiked at 98 degrees downtown.

People reported losing power in Porter Ranch, Winnetka, West Hills, Canoga Park, Woodland Hills, Granada Hills, North Hills, Reseda and Chatsworth, KABC TV reported, highlighting electricity inequality across communities.

Shortly after the blaze broke out, firefighters found a huge container of mineral oil that is used to cool electrical equipment on fire, Los Angeles Fire Department spokesman Brian Humphrey told the Los Angeles Times. The incident underscores infrastructure risks that in some regions have required a complete grid rebuild after severe storms.

Firefighters had the blaze under control by 8:30 p.m. and were able to put it out by 9 p.m., Humphrey said. "These were fierce flames, with smoke towering more than 300 feet into the sky," he told the newspaper.

No one was injured.

Firefighters rescued people who were stranded in elevators, Humphrey said.

 

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Spain plans switch to 100% renewable electricity by 2050

Spain 2050 Renewable Energy Plan drives decarbonisation with wind and solar, energy efficiency, fossil fuel bans, and Paris Agreement targets, enabling net-zero power, emissions cuts, and just transition measures for workers and coal regions.

 

Key Points

A roadmap to 100 percent renewable power by 2050, deep emissions cuts, and a just transition aligned with Paris goals.

✅ Adds 3,000 MW of wind and solar each year through 2030

✅ Bans new fossil fuel drilling, hydrocarbon extraction, and fracking

✅ Targets 35% energy efficiency gains and 35% green power by 2030

 

Spain has launched an ambitious plan to switch its electricity system entirely to renewable sources, similar to California's 100% clean electricity mandate, by 2050 and completely decarbonise its economy soon after.

By mid-century, as EU electricity demand projections suggest increases, greenhouse gas emissions would be slashed by 90% from 1990 levels under Spain’s draft climate change and energy transition law.

To do this, the country’s social democratic government is committing to installing at least 3,000MW of wind and solar power capacity every year in the next 10 years ahead.

New licences for fossil fuel drills, hydrocarbon exploitation and fracking wells, will be banned, and a fifth of the state budget will be reserved for measures that can mitigate climate change. This money will ratchet upwards from 2025.

Christiana Figueres, a former executive secretary of the UN’s framework convention on climate change (UNFCCC), hailed the draft Spanish law as “an excellent example of the Paris agreement”. She added: “It sets a long-term goal, provides incentives on scaling up emissions technologies and cares about a good transition for the workforce.”

Under the plan, “just transition” contracts will be drawn up, similar to the £220m package announced in October, that will shut most Spanish coalmines in return for a suite of early retirement schemes, re-skilling in clean energy jobs, and environmental restoration. These deals will be partly financed by auction returns from the sale of emissions rights.

The government has already scrapped a controversial “sun tax” that halted Spain’s booming renewables sector earlier this decade, even as IEA analysis finds solar the cheapest electricity worldwide, and the new law will also mandate a 35% electricity share for green energy by 2030.

James Watson, chief executive of the SolarPower Europe trade association, said the law was “a wake-up call to the rest of the world” amid debate on the global energy transition today.

Energy efficiency will also be improved by 35% within 11 years, and government and public sector authorities will be able to lease only buildings that have almost zero energy consumption.

Laurence Tubiana, chief executive of the European Climate Foundation, and former French climate envoy who helped draft the Paris accord, described the agreement as groundbreaking and inspirational. “By planning on going carbon neutral, Spain shows that the battle against climate change is deadly serious, that they are ready to step up and plan to reap the rewards of decarbonisation,” she said.

However, the government’s hold on power is fragile. With just a quarter of parliamentary seats it will depend on the more leftwing Podemos and liberal Ciudadanos parties to pass the climate plan.

No dates were included in the legislation for phaseouts of coal or nuclear energy, and, echoing UK net zero policy shifts, a ban on new cars with petrol or diesel engines was delayed until 2040.

 

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Ontario Launches Peak Perks Program

Ontario Peak Perks Program boosts energy efficiency with smart thermostats, demand response, and incentives, reducing peak demand, electricity costs, and emissions while supporting grid reliability and Save on Energy initiatives across Ontario businesses and homes.

 

Key Points

A demand response initiative offering incentives via smart thermostats to cut peak electricity use and lower costs

✅ $75 sign-up, $20 yearly enrollment incentive

✅ Up to 10 summer temperature events; opt-out anytime

✅ Expanded retrofits, greenhouse support, grid savings

 

The Ontario government is launching the new Peak Perks program to help families save money by conserving energy, building on bill support during COVID-19 initiatives as part of the government’s $342 million expansion of Ontario’s energy-efficiency programs that will reduce demands on the provincial grid. The government is also launching three new and enhanced programs for businesses, municipalities, and other institutions, including targeted support for greenhouse growers in Southwest Ontario.

“Our government is giving families more ways to lower their energy bills with new energy-efficiency programs like Peak Perks and ultra-low overnight rates available to consumers, which will provide families a $75 financial incentive this year in exchange for lowering their energy use at peak times during the summer,” said Todd Smith, Minister of Energy. “The new programs launched today will also help meet the province’s emerging electricity system needs by providing annual electricity savings equivalent to powering approximately 130,000 homes every year and, alongside electricity cost allocation discussions, reduce costs for consumers by over $650 million by 2025.”

The new Peak Perks program provides a financial incentive for residential customers who are willing to conserve energy and reduce their air conditioning at peak times and have an eligible smart thermostat connected to a central air conditioning system or heat pump unit. Participants will receive $75 for enrolling this year, as well as $20 for each year they stay enrolled in the program starting in 2024.

Residential customers can participate in Peak Perks by enrolling and giving their thermostat manufacturer secure access to their thermostat. Participants will be notified when one of the maximum 10 annual temperature change events occurs directly by their thermostat manufacturer on their mobile app and on their thermostat. Peak Perks has been designed to ensure participants are always in control and customers can opt-out of any temperature change event without impacting their incentive.

The Peak Perks program will be available starting in June. Interested customers can visit SaveOnEnergy.ca/PeakPerks today to sign-up for the program waitlist and receive an email notice with information on how to enroll.

In addition to the financial incentive provided by Peak Perks, reducing electricity use during peak demand hours in the summer months helps customers to lower their monthly electricity bills, and measures such as a temporary off-peak rate freeze have complemented these efforts, as these periods tend to be associated with the highest costs for power. Lowering demand during peak periods also allows the province to reduce electricity sector emissions, by reducing the need for electricity generation facilities that only run at times of peak demand such as natural gas.

Ontario has also launched three new and enhanced programs, including an expanded custom Retrofit program for business, municipalities and other institutions, and industrial electricity rate relief initiatives, targeted support for greenhouse growers in Southwest Ontario, as well enhancements to the existing Local Initiatives Program. The expanded Retrofit program alone will feature over $200 million in dedicated funding to support the new custom energy-efficiency retrofit project stream, that will cover up to 50 percent of the cost of approved projects.

These new and expanded energy-efficiency programs are expected to have a strong impact in Southwest Ontario, with regional peak demand savings of 225 megawatts (MW). This, together with the Ontario-Quebec energy swap agreement, will provide additional capacity for the region and support growing economic development. The overall savings from this energy-efficiency programming will result in an estimated three million tonnes of greenhouse gas emission reductions over its lifetime - the equivalent to taking more than 600,000 vehicles off the road for one year.

“Thanks to energy efficiency efforts over the past 15 years, demand for electricity is today about 12 per cent lower than it otherwise would be,” said Lesley Gallinger, President and CEO, of the Independent Electricity System Operator, Ontario’s grid operator and provider of Save on Energy programs to home and business consumers. “Conservation is a valuable and cost-effective resource that supports system reliability and helps drive economic development as we strive towards compliance with clean electricity regulations for a decarbonized electricity grid.”

 

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Are we ready for electric tractors?

Electric tractors are surging, with battery-powered models, grid-tethered JD GridCON, and solar-charged designs delivering autonomous guidance, high efficiency, low maintenance, quiet operation, robust PTO compatibility, and durability for sustainable, precision agriculture.

 

Key Points

Electric tractors use battery or grid power to run implements with high efficiency, low noise, and minimal maintenance.

✅ Battery, grid-tethered, or solar-charged power options

✅ Lower operating costs, reduced noise, fewer moving parts

✅ Autonomous guidance, PTO compatibility, and quick charging

 

Car and truck manufacturers are falling off the fossil fuel bandwagon in droves and jumping on the electric train.

Now add tractors to that list.

Every month, another e-tractor announcement comes across our desks. Environmental factors drive this trend, along with energy efficiency, lower maintenance, lower noise level and motor longevity, and even autonomous weed-zapping robots are emerging.

Let’s start with the Big Daddy of them all, the 400 horsepower JD GridCON. This tractor is not a hybrid and it has no hassle with batteries. The 300 kilowatts of power come to the GridCON through a 1,000 metre extension cord connected to the grid, including virtual power plants or an off-field generator. A reel on the tractor rolls the cable in and out. The cable is guided by a robotic arm to prevent the tractor from running over it.

It uses a 700 volt DC bus for electric power distribution onboard and for auxiliary implements. It uses a cooling infrastructure for off-board electrical use. Total efficiency of the drive train is around 85 percent. A 100 kilowatt electric motor runs the IVT transmission. There’s an auxiliary outlet for implements powered by an electric motor up to 200 kW.

GridCON autonomously follows prescribed routes in the field at speeds up to 12 m.p.h., leveraging concepts similar to fleet management solutions for coordination. It can also be guided manually with a remote control when manoeuvring the tractor to enter a field. Empty weight is 8.5 tonnes, which is about the same as a 6195R but with double the power. Deere engineers say it will save about 50 percent in operating costs compared to battery powered tractors.

Solectrac
Two California-built all-battery powered tractors are finally in full production. While the biggest is only 40 horsepower, these are serious tractors that may foretell the future of farm equipment.

The all-electric 40 h.p. eUtility tractor is based on a 1950s Ford built in India. Solectrac is able to buy the bare tractor without an engine, so it can create a brand new electric tractor with no used components for North American customers. One tractor has already been sold to a farmer in Ontario. | Solectrac photo
The tractors are built by Solectrac, owned by inventor Steve Heckeroth, who has been doing electric conversions on cars, trucks, race cars and tractors for 25 years. He said there are three main reasons to take electric tractors seriously: simplicity, energy efficiency and longevity.

“The electric motor has only one moving part, unlike small diesel engines, which have over 300 moving parts,” Heckeroth said, adding that Solectrac tractors are not halfway compromise hybrids but true electric machines that get their power from the sun or the grid, particularly in hydro-rich regions like Manitoba where clean electricity is abundant, whichever is closest.

Neither tractor uses hydraulics. Instead, Heckeroth uses electric linear actuators. The ones he installs provide 1,000 pounds of dynamic load and 3,000 lb. static loads. He uses linear actuators because they are 20 times more efficient than hydraulics.

The eUtility and eFarmer are two-wheel drive only, but engineers are working on compact four-wheel drive electric tractors. Each tractor carries a price tag of US$40,000. Because production numbers are still limited, both tractors are available on a first to deposit basis. One e-tractor has already been sold and delivered to a farmer in Ontario.

The eUtility is a 40 h.p. yard tractor that accepts all Category 1, 540 r.p.m. power take-off implements on the rear three-point hitch, except those requiring hydraulics. An optional hydraulic pump can be installed for $3,000 for legacy implements that require hydraulics. For that price, a dedicated electricity believer might instead consider converting the implement to electric.

“The eUtility is actually a converted new 1950s Ford tractor made in a factory in India that was taken over after the British were kicked out in 1948,” Heckeroth said.

“I am able to buy only the parts I need and then add the motor, controller and batteries. I had to go to India because it’s one of the few places that still makes geared transmissions. These transmissions work the best for electric tractors. Gear reduction is necessary to keep the motor in the most efficient range of about 2,000 r.p.m. It has four gears with a high and low range, which covers everything from creep to 25 m.p.h.

On his eUtility, a single 30 kWh onboard battery pack provides five to eight hours of run time, depending on loads. It can carry two battery packs. The Level 2 quick charge gives an 80 percent charge for one pack in three hours. Two packs can receive a full charge overnight with support from home batteries like Powerwall for load management.

The integrated battery management system protects the batteries during charging and discharging, while backup fuel cell chargers can keep storage healthy in remote deployments. Batteries are expected to last about 10 years, depending on the number of operating cycles and depth of discharge.

Exchangeable battery packs are available to keep the tractor running through the full work day. These smaller 20 kWh packs can be mounted on the rear hitch to balance the weight of the optional front loader or carried in the optional front loader to balance the weight of heavy implements mounted on the rear hitch.

The second tractor is the 20 kWh eFarmer, which features high visibility for row crop farms at a fraction of the cost of diesel fuel tractors. The 30 h.p. eFarmer is basically just a tube frame with the necessary components attached. A simple joystick controls steering, speed and brakes.

Harvest
Introduced to the North American public this spring by Motivo Engineering in California, the Harvest tractor is simply a big battery on wheels. The complex electrical system takes power in through a variety of renewable energy sources, such as solar panels with smart solar inverters enabling optimized PV integration, water wheels, wind turbines or even intermittent electrical grids. It stores electrical power on-board and delivers it when and where required, putting power out to a large number of electrical tools and farm implements. It operates in AC or DC modes.

 

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What Will Drive Utility Revenue When Electricity Is Free?

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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