ESB Annual Report 2012 - (Page 32)
32 ESB Annual Report 2012 - Energy for connecting you
ELECTRIC IRELAND
ELECTRIC IRELANDIS THE RETAIL ARMOF ESB,
SUPPLYING COMPETITIVE ELECTRICITY, GAS AND
ENERGY SERVICES TO ALL MARKET SEGMENTS.
Electric Ireland, launched in 2011, is the new
brand for ESB supply and energy services
activities.
OPERATING ENVIRONMENT
The Republic of Ireland experienced the EU’s
highest level of residential customer switching
between suppliers in 2009 and 2010. The ending
of electricity supply tariff regulation by the CER in
April 2011 represented a significant milestone for
ESB and allowed Electric Ireland to operate on a
commercial basis in the competitive market.
With the entry of Electric Ireland into the
competitive electricity and gas markets,
competition intensified throughout 2011 and
2012, offering customers a choice of suppliers
and competitive price plans. Electric Ireland has
been competing effectively in the residential
and business markets with competitively priced
products with over 200,000 residential electricity
customers returning to Electric Ireland in the last
two years. Electric Ireland has also won over
80,000 residential gas customers since our entry
into the residential gas market in April 2011.
Aggressive levels of competition in the market and
the economic downturn have presented significant
challenges for the business in terms of debt
management.
STRATEGIC AIMS AND RESPONSE TO
CHANGE
Electric Ireland’s strategic objective is to be
the foremost supplier of energy and related
services in the Irish market offering competitive
and sustainable energy solutions. This will be
achieved by providing excellent customer service
and delivering products and services that meet
customer needs and provide value for money.
During 2012, significant progress has been
made, including;
competing effectively in the open residential
and business markets with competitively priced
products
launching and developing new product
offerings, including gas and Home Services
continuing to provide excellent customer service
maintaining our focus on cost improvement to
ensure Electric Ireland has a competitive and
flexible cost base
promoting awareness of the Electric Ireland
supply business following rebranding
continuing to work proactively and
sympathetically with customers to manage debt
repayment in the current economic climate.
CUSTOMERS
In a continuing drive to retain and win back
residential customers, Electric Ireland successfully
launched and developed new product offerings.
These included competitive electricity price plans
and building market share in the residential gas
market.
The residential electricity marketing and sales
campaign has been very successful with customer
losses reduced from an average of circa 24,000
per month in 2010, to net growth in customers
since April 2011 and strong awareness of
the Electric Ireland supply business. By the
Electric Ireland continued to prioritise quality
customer service and customer satisfaction
remained high throughout 2012. This was
reflected in the results of the annual energy
retail market consumer survey published by the
CER in July 2012, which found that Electric
Ireland residential customers had the highest
overall customer satisfaction with their supplier,
amongst all major energy suppliers in the Irish
market. This survey also found that customers in
Ireland are satisfied with the service and level of
competition in the competitive retail marketplace.
In 2012 Electric Ireland’s Customer Contact
end of 2012, Electric Ireland had 1.3 million
residential electricity customers and 80,000 dual
fuel customers, with over 100,000 residential
electricity customers switching to Electric Ireland
in 2012 from competing suppliers.
During 2012, Electric Ireland also launched
further price plans for the business market,
primarily targeted at the small business sector.
Despite significantly increased competition,
Electric Ireland continues to maintain its strong
presence in the large business market sector in
the RoI and NI markets. This market segment
consists of predominantly high load factor
customers to whom we provide tailored customer
service, supported by a range of energy efficiency
solutions.
In addition to competitive electricity price offerings,
Electric Ireland has increased sales of energy
efficiency measures through our Home Services
offerings. A full installation service including home
insulation, gas boiler servicing and upgrades,
heat pumps, solar panels, and BER certification
is provided. A major urban refurbishment project
of 500 homes has been completed in conjunction
with Dundalk Town Council and the Sustainable
Energy Authority of Ireland (SEAI).
2012 also saw the introduction of new product
lines including oil boiler servicing, boiler product
cover, a new remote heating control device
(Climote) for the domestic home market and new
energy services for the business market.
Table of Contents for the Digital Edition of ESB Annual Report 2012
ESB Annual Report 2012
Contents
Business Overview
Chairman’s Statement
Chief Executive Review
Our Strategy and Business Model
Operating and Financial Review
Operating Environment
Finance Review
Business Unit Sections: ESB Generation and Wholesale Markets
ESB Networks
NIE
Electric Ireland
Corporate Social Responsibility
Introduction from Executive Director, People and Sustainability
Sustainability Charter
Energy Usage 2012
ESB Innovation
Equality and Diversity
Our People
Our Community
Corporate Governance
Chairman’s Corporate Governance Statement
The Board
Executive Team
Board Members’ Report
Risk Management Report
Statement of Board Members’ Responsibilities
Independant auditor’s report to the stockholders of Electricity Supply Board (ESB)
Statement of Accounting Policies
Financial statements
Prompt Payments Act
ESB Annual Report 2012
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