Customer Service: 2020

Grid upgrades spark an interactivity revolution.

The smart grid is opening the floodgates on customer data, just as consumers are getting comfortable with retail self-service and mobile apps. With dynamic rates, distributed generation and electric vehicles just around the corner, big changes are coming in the utility-customer relationship. Will IOUs let upstarts control the new energy market?

Two Hands Clapping

Has demand response hit an evolutionary dead end?

On March 18, the day after this issue went to press, FERC was scheduled at its decisional meeting to open a new formal inquiry on the role of demand response in regions that already have competitive wholesale power markets. In particular, how much money should grid operators pay to electric customers who promise not to buy wholesale power?

Gas Market Outlook

Why America’s bridge fuel faces a road block.

In 2009, unconventional shale gas emerged as the dominant driver in North American natural gas markets. Rapid increases in shale gas production and shale-driven upward revisions to the U.S. natural gas resource base have reversed the outlook for the U.S. natural gas supply. In contrast, the economic recession and growing uncertainties around the role of natural gas in power generation have clouded the outlook for natural gas demand. Natural gas has been called the “bridge fuel” for its potential to support the transition to a low carbon U.S. economy.

Fill 'er Up

Smart Grid as Quick-E Mart

During interviews for this month’s cover story, “Customer Service: 2020,” leaders in the world of back-office information technology (IT) spoke with Fortnightly about customer service and the smart grid. They came from companies as diverse as Oracle and Telus, HP and Convergys, Vertex and SAP. But whatever the company, whatever the discussion, almost every leader came around eventually to focus on a single agent of change—the rise of electric vehicles.

Vendor Neutral

Generation

Siemens Energy has been awarded an 18-month, $300,000 R&D program by the Illinois Clean Coal Institute to study the effects of coal and coal-derived syngas combustion on the behavior of material and coating degradation in utility boiler and gas turbine environments. Focus areas of the research program will explore materials degradation modes in integrated gasification combined-cycle (IGCC) systems and utility boilers.

Integrating Renewables

Opportunity for advancement or exercise in futility?

The power grid has been slow to embrace renewable energy sources. In order to allow renewable energy sources to evolve into a solution rather than a headache, new tools and processes will need to be developed to forecast and control renewable production capabilities.

NERC Today and Tomorrow

Living in the new world of mandatory reliability standards.

Mandatory reliability standards put in place by NERC three years ago give reason for optimism concerning their success. But the organization struggles with standards development, compliance, enforcement and transparency.

Preparing for the Inevitable

Mitigating enforcement penalties in NERC hearings and appeals.

The North American Electric Reliability Corp. (NERC) holds substantial enforcement powers as the nation’s electric reliability organization for bulk power transactions. Taking affirmative steps will help utilities and system operators to avoid or minimize NERC penalties.

Grid, Heal Thyself

Automation technologies promise a reliability revolution.

Utilities are using automation and back-office systems to improve their performance on outage management and service restoration. The next generation of smart-grid technologies promises a revolution in self-healing systems. But first the industry must gain confidence in the technology—and the business case for investment.