News & Events.
Today I read an article on the issues associated with the installation of smart meters in the residential space. PG&E has received more than 4,000 complaints. It made me question why so many? Is it because of faulty equipment or a faulty implementation process?
As a long time energy consultant for both industry and utilities I have found utilities to be exceptionally conservative when it comes to the selection configuration and installation of metering equipment. All meter “shops” are certified and must comply with rigorous standards that are traceable. Yes, there are cases (I have documented some myself) of improper metering of electricity but they are typically few and far between. So what has lead to the plethora of customer complaints?
Transitions regardless of their origin or purpose are difficult at best. Whenever we are in a transitional state at minimum we question things surrounding the transition with greater focus than previously. I contend that this is what is happening with the smart meter program. By receiving more data in a new format with more clarity customers are much more sensitive to possible deviation verses their expectations.
There are a number of ways to mitigate this issue. The most compelling is to provide graphical bill based information for the period before and after the change-out while overlaying predictions of what the customer should expect in the upcoming period. By doing so the customer can track any deviation from the expected and the utility can be more effective in providing a smooth transition.
by David Wolins
