ADD PRESENTATION TITLE HERE (GO TO: VIEW / MASTER / SLIDE MASTER TO AMEND) ADD PRESENTER’S NAME HERE / ADD DATE HERE © Copyright EDF Energy. All rights reserved. EDF ENERGY - EDRP Lessons learned summary overview 04 th February Martin Bell

EDRP Martin Bell / 04 th February 2010 © Copyright EDF Energy plc. All rights reserved Project delivery lessons learnt – Operational Teams Customer Services – Desirable to train some CS team members alongside the field installation staff, this develops a strong ‘one’ team spirit. Energy Field Services – Need to pick articulate individuals who are capable of presenting more detailed information to the customer. – Very strong early investment in installation training packages is essential – Full live test installations before rollout draws out issues that the manufacturer would not be aware of. Billing data collections and aggregation – Major changes to IT systems to ensure a meter data management system that is capable of process flow management as well as data handling.

EDRP Martin Bell / 04 th February 2010 © Copyright EDF Energy plc. All rights reserved Project delivery lessons learnt – External Parties Meters and associated equipment choice – Involve the teams on the ground, for example the installers in the product choice as they know the issues that may arise. – You cannot be sure of future issues until the meters and interfaces have been installed in customer homes for some time. Pre go live mass market testing may expose hardware and software issues, as well as those associated with central data flow processing. – Any items powered by or relying on internal batteries reduce the service life of the equipment for example the meter may have a twenty year certification but the user interface may rely on rechargeable batteries with a ten year life expectancy. Technical consultants, product specialists in home technology providers – Multiple organisations can be required to deliver and maintain single products. For EDRP several parties each had their own databases. Data synchronisation issues occurred which affected the quality of data supplied to the customer. Managing data issues lead to additional work to within the project team.

EDRP Martin Bell / 04 th February 2010 © Copyright EDF Energy plc. All rights reserved EDRP Project top lessons learnt Data Collection We are collecting 97% of data (before we install we check the homes have a suitably high signal strength). Customer issues Customer Services receive very few calls after the installation period, any calls we do get tend to be with problems i.e. estimated bill, hardware failure. Physical Installation The hardest place to install smart metering is in basements, blocks of flats, or communal housing. This is due to signal, access, HAN. Customer engagement Suppliers think the best way to talk to customer is via money not energy efficiency. Our intervention types indicate long term customer engagement seems to be the key.