Customer Empowerment and Satisfaction

CUSTOMER SATISFACTION INDEX 2023

Customer Satisfaction Survey has been conducted for the past 27 years to monitor overall performance of TNB’s products and services. TNB maintained an Excellent Customer Satisfaction Index of 8.8/10. Customers has given high ratings on TNB’s self-service kiosk, reliability and quality of electricity supply and ease of making payment. This achievement is a result to our commitment in delivering Exceptional Service and Exceeding Customer Expectations.

Figure 1: Customer Satisfaction Index (CSI) score as highlighted in TNB Integrated Annual Report FY2023 page 89

AMI CUSTOMER OFFERING

Advanced Metering Infrastructure (AMI) is an integrated system of smart meters, communication networks and data management systems that enable the two-way communication of data between TNB and customers. Hence, AMI is paving the way for customers to enjoy more smart features and benefits as part of their daily living and energy consumption, in addition to enhancing operational efficiencies for TNB in the times to come as the customer offerings are being rolled out in phases.

Advanced Metering Infrastructure (AMI) pertains to a comprehensive system that combines smart meters, communication networks, and data management systems. This integrated system facilitates bidirectional data communication between TNB and its customers. As a result, AMI is ushering in a new era where customers can experience a range of intelligent features and advantages in their daily lives and energy usage. Simultaneously, it is set to enhance TNB's operational efficiencies as customer offerings are progressively introduced.

As of April 2024, the customer offerings and benefits that have been rolled out from AMI implementation are as below:

1. Actual and Timely Electricity Bill

Smart meter gives actual readings in 30 minutes interval; hence no site meter reading by meter reader is required. Timely electricity bill will be available in myTNB web portal and app.

2. Manage Electricity Consumption real-time via myTNB Web Portal and Mobile App

Smart Meter customers could view detailed information on their energy consumption (down to 30 minutes’ interval) and electricity bills through myTNB web portal and mobile application, which empower customers to better manage their electricity usage and be more energy efficient. 

3. Energy Budget 

Customers will receive alert notification via myTNB mobile application once they have reached the energy usage threshold limit set earlier. This feature empowers customers to manage their energy lifestyle better by allowing them to be more aware and purposeful in their energy usage from time to time, which will contribute to savings in their electricity bills.

4. Power Outage Notification - Notification of electricity supply interruption & restoration

Customers will receive timely information on power outages and updates on when power will be restored via myTNB App instead of calling TNB Careline to obtain update on the electricity supply situation. Hence, notification on supply disruption will reduce the complaints and enquiries from customers.

The features of AMI in the current pipeline include the following;

5. Time of Use (EToU)

This feature provides customers the choice to opt for ToU tariffs, which offer different pricing throughout various periods in a day e.g. peak, mid-peak and off-peak periods via Interval Billing Mechanism (IBM).  As a result, customers could manage their energy usage according to the different tariffs offered in a day and enjoy reduction in monthly bills by shifting consumption to off-peak hours. Besides, with TOU implementation, the overall energy demand during peak-periods is reduced – resulting in lowered strain on grid infrastructure, increased energy efficiency and reduced customer impact.

6. Faster Power Reconnection (Move in Move Out) Remote Energisation and De-Energisation

With this feature, customers could connect and disconnect power supply remotely while moving in or out of their houses, and hence reducing the time for supply reconnection from up to 3 days by conventional method to within a day using smart meters – greatly enhancing existing customer experience. Customer could also choose the time and date at their convenience for connection and disconnection.

7. Smart Payment - Flexible Payment Schemey

This feature helps customers to control their energy consumption by empowering them to manage their energy budget and spending. Flexible Payment Scheme also enables the premise owner to control energy usage at rented premise and reduce the risk of unpaid bill by the tenant. It allows customer to opt for flexible payment options such as post-paid or prepaid plans. Besides, customers could top-up credit online without visiting a pay-point.

ENHANCED TIME OF USE (E-TOU) OFFERING FOR INDUSTRIAL, COMMERCIAL, AGRICULTURE AND MINING

The TNB e-ToU (Enhanced Time-of-Use) scheme, also known as the enhanced Time-of-Use pricing structure, is an electricity tariff system designed to encourage more efficient electricity usage by charging customers varying rates for electricity consumption based on the time of day. Here's how the TNB e- ToU scheme typically works for commercial, industrial, agriculture and mining customers:

1. Peak, Off-Peak, and Shoulder Periods

Under the e-ToU scheme, different times of the day are categorized into three periods:

• Peak Period: This is typically the time when electricity demand is highest, often during the day when commercial and industrial activities are at their peak.
• Off-Peak Period: This is the time when electricity demand is lowest, often during late night and early morning hours when most people are not using much power.
• Mid-Peak Period: This is the intermediate period, falling between the peak and off-peak periods.

2. Variable Pricing.

During each of these periods, the electricity rates are set at different levels. Typically, the rates are higher during peak hours and lower during off-peak hours, with shoulder period rates falling in between.

Table 1: E-ToU Time Zone

Figure 1: e-ToU Time Zones

3. Customer Choice

Customers who opt for the ToU scheme can choose to shift some of their energy-intensive activities to off-peak hours to take advantage of lower electricity rates. For instance, they may choose to run heavy appliances like washing machines or dishwashers during off-peak hours to reduce their electricity costs.

4. Benefits and Incentives

The ToU scheme encourages energy conservation and load-shifting, which can lead to reduced electricity bills for customers who adapt their usage patterns to align with lower-rate periods. It also helps to better distribute the demand for electricity throughout the day, which can have positive effects on the stability of the electrical grid.

5. Metering Technology

To implement the ToU scheme, advanced metering technology, such as smart meters, may be installed at customers' premises. These meters record the electricity consumption at different times, allowing for accurate billing based on the ToU rates.

Detailed information on TNB ToU can be found in this link.

CUSTOMER PORTALS

MYTNB APPLICATION AND PORTAL

MyTNB is an online platform or mobile app that allows customers to access a range of services related to their electricity accounts and consumption. Currently, 6.65 million customers are connected to myTNB. Here are some common features and services provided through myTNB:

1. Bill Payment

Customers can pay their electricity bills conveniently through the platform. They can view their current and previous bills, make payments online, and receive electronic receipts.

2. Account Management

MyTNB enables users to manage their TNB accounts, update their contact information, and monitor their electricity consumption history.

3. Consumption Analysis

The platform often provides tools and features that allow customers to analyze their electricity consumption patterns, helping them make informed decisions to reduce energy usage and costs.

4. Notifications and Alerts

Customers can receive notifications about billing, power outage updates, and other important information related to their electricity supply.

5. Meter Reading Submission

In some cases, customers may be able to submit their own meter readings, which can be helpful for accurate billing.

6. Energy Efficiency Tips

MyTNB may offer energy-saving tips and suggestions to help customers reduce their energy consumption and lower their electricity bills.

7. Customer Support

Users can contact TNB customer support through the platform for inquiries, complaints, or assistance with any electricity-related issues.

MyTNB is designed to enhance the customer experience by providing convenient, self-service options for managing electricity accounts and understanding energy consumption. It helps customers stay informed and in control of their electricity usage and billing, promoting more efficient energy use and better customer service.

Figure 1: myTNB Portal

SEMI’S CUSTOMER SELF-SERVICE PORTAL

Customer empowerment lies at the core of our Smart Energy Management Infrastructure Project. The Customer Self-Service Portal will provide end-users with intuitive tools to monitor and manage their energy consumption, track renewable energy contributions, and access personalized energy efficiency recommendations. Additionally, the portal will facilitate easy enrolment in demand-response programs and time-of-use tariffs, encouraging customers to actively participate in energy conservation efforts while benefitting from potential cost savings. The initiative takes inspiration from successful initiatives like the Green Button program in New Zealand. By providing end-users with user-friendly tools and personalized insights, we empower energy consumers to actively manage their energy consumption, track their renewable energy contributions, and access energy efficiency recommendations.

The benefit of this portal is as below:

Energy conservation and cost savings

The portal enables consumers to monitor and optimize their energy usage, resulting in reduced energy consumption, lower bills, and cost savings.

Increased awareness and engagement

By providing real-time energy data and personalized insights, the portal raises consumer awareness about their energy footprint, fostering behavioural changes and encouraging energy-conscious habits.

Participation in energy programs

The portal simplifies enrolment in demand-response programs, time-of-use tariffs, and other energy initiatives, enabling consumers to actively participate in energy conservation efforts and contribute to grid stability.

CUSTOMER DIGITAL APPOINTMENT (CDA)

Customer Digital Appointment Scheduler project is an enhancement to the existing Mobility for Meter Management System (3MS) and ongoing Metering Digital Control Tower project that will enable end-to-end customer digitalization initiatives related to individual OPC new meter installation:

• To empower customer experiences by allowing them to make and reschedule appointment for new meter installation in myTNB app and portal. There is currently no proper functionality to handle customer appointments. Customer Service and customer have no visibility on the availability of TNB’s metering field crew while making an appointment. This enhancement will be able to give visibility to the availability of the field crew enabling customers to make an appointment from myTNB App thus improving customer experience.
• The objective of the change is to ultimately increase customer satisfaction by keeping and improving TNB’s Service Level Agreement compliance on MSL 3c. This project will provide customer empowerment to select appointment date and time for individual OPC new meter installation. Besides that, effective schedule and service order planning also will optimize workforce and team productivity.

Features for Customer Digital Appointment:

Figure 2: CDA to-be functions

DEMAND RESPONSE WITH CUSTOMER PARTICIPATION

Demand Response (DR) is envisioned to be an ancillary service for grid, aiding in frequency control and energy balancing. Moreover, it serves as a valuable mechanism to offset the inadequacies in generation ramping during the ongoing energy transition. By dynamically adjusting electricity consumption in response to grid conditions, DR effectively contributes to maintaining grid stability and reliability.

Grid System Operator (GSO) has embarked on pilot project for Demand Response with goals of ascertaining the technical requirements that would be required for the deployment of a DR system and as a sandbox gauge customers’ experience. The technical development was done in collaboration with our research partners at TNBR to create a system that would be able to securely convey information and command signals between participant sites and the GSO control center. The DR system was developed to be scalable as interested participants can install a DR-box at their sites and can leverage on existing wireless networks for interfacing with GSO. 

The diagram below provides an overview of the connection path between participants and the Grid System Operator (GSO).

Figure 1: Architecture of DR Technology Platform

The Demand Response Management System (DRMS) user interface for the control center allows for the operators to select different levels of power quantum and duration for each DR event execution for manual execution. Currently, an automated feature is being developed that would allow this DR resources to respond to frequency excursion events in the system.

Figure 2:GSO Demand Response Management System (DRMS)

The following are the targeted customer segments involved in the DR pilot project:

1. Industrial or Large Power Consumers: Customers would have the capability of nominating equipment within their installation that would be available for DR events activation.
2. District Cooling System: The consumer would allow GSO to turn off their pumps which they would nominate based on their cooling water reserves and their customer consumption.
3. Battery energy storage systems (BESS): BESS systems can be discharged and recharged according to system requirements.
4. EV charging stations: Development in-progress. The impending surge of EV vehicles and charging stations could present a challenge to the system however if it can be leveraged a DR resource it can be an opportunity to secure the grid. Currently, GSO and TNBR are in the process of developing the conversion adapter between OADR (DR system protocol) and OCPP (charging station protocol) to enable remote controlling of EV charging stations.

Figure 3: Demand Response Participants

The Value Creation from the Demand Response Pilot Project encompasses several key aspects:

1. Workforce Development

The project aims to cultivate a skilled and knowledgeable workforce capable of effectively scaling up the DR program. This involves training personnel in the technical and operational aspects of demand response implementation.

2. Technology Identification

Through rigorous analysis, the project identifies the technological requirements necessary for the successful implementation of a viable DR system. This includes assessing the compatibility of existing technologies with DR objectives and identifying areas for innovation and improvement. The adapter that converts the protocol from OADR to TASE.2 for integration with GSO control center was developed internally by TNBR.

3. Cost Optimization

The pilot project aims to be realized leveraging on existing TNB investments in talent and assets. Furthermore, assets such as battery storage systems that were procured for research can be utilized can now provide an additional use case for DR. The pilot’s plan to integrate EV chargers can enhance the value derived by both the customers in renumeration also the utility with additional flexibility in managing system stability.

4. Economic Opportunities

The DR program when fully implemented would create new economic opportunities while at the same time empowering consumers to be an active participant in the energy industry. By incentivizing participation in demand response initiatives, the program stimulates innovation and entrepreneurship, driving economic growth and diversification.

5. Standardization

Developing standardized technical and commercial requirements through a Standard Term Sheet facilitates streamlined implementation of DR initiatives in the future. This promotes consistency and interoperability across different DR projects, reducing complexity and enhancing scalability.

With the completion of the DR architecture development phase, the Grid System Operator is poised to operationalize the system. By harnessing the capabilities of Demand Response, the grid becomes more resilient, responsive, and adaptable to the evolving energy landscape, ensuring a sustainable and reliable energy future.