Advances in the use of consumption feedback information in energy billing: the experiences of a Norwegian energy utility

Harold Wilhite, University of Oslo and Ressurskonsult
Asbjørn Høivik and Johan-Gjemre Olsen, Lyse Energi

Keywords

Abstract

Over the past three years Stavanger Energi (recently merged with four other companies to form the Lyse Energi Group), with support from the Norwegian Water and Power Authority (NVE), has made significant improvements in the layout and information content of its bills. Historical feedback, which shows how much the recipient consumes in every billing period of the current and previous years, is now incorporated in graphic format on all residential bills. Two other types of consumption feedback have recently been tested with positive results. One is normative feedback, which provides households with information on how much energy it uses in relation to other households of similar type and size. The other is desegregation of end use into categories such as heat, light, kitchen appliances, etc., based on questionnaire and consumption data. These efforts are important for two reasons, one to make households aware of their energy use and thereby provide a better platform for energy savings, the other to improve communications between the energy utility and the energy customer. The latter is particulary important in Norway's completely open competitive electricity market where every customer can freely choose its supplier. In order to avoid migration of customers, positive consumer relations and good communication are essential characteristics of a successful utility. These developments in billing information in Stavanger Energi should be of interest for a wide audience, as information-poor bills are still the norm in much of Europe.