Electric Mail > Customer Supply and Group Services > July/August 2008

ESB Customer Supply's service to customers will go online later this year with the launch of an ebilling and online account management service. Your account online, for the first time, will enable registered customers to manage a number of aspects of their electricity account and relationship with ESB Customer Supply through an application on our website. Customers will be able to view bills and pay bills, input meter readings (and request a re-bill), sign up for direct debits, amend their bank details, submit queries, view usage/consumption information, all from the comfort of their own home and keyboard.

What will this mean for our customers?
Did you know that ESB Customer Supply issues approximately 13 million bills per year? Well, when a customer chooses to register for our online account service, they leave the world of paper bills behind. Instead, they'll receive an email when their bill issues, letting them know that it is ready for viewing online.

If their bill is estimated, they will be able to input their own reading and immediately request a revised bill. They will also be able to view previous bills (up to the previous 18 months) and their electricity usage information will be presented in graphical format. Customers will be able to sign up for direct debits online or choose instead to pay each individual bill online using their Laser card. Those who currently pay through Internet or telephone banking can continue to do so.

There will be no minimum sign-up period, so customers can choose to revert to paper billing if they wish. All residential customers and small-to-medium businesses (SMEs) will be able to use this new service.

However, customers with large electricity accounts, ie Public Lighting and Maximum Demand accounts that are billed with profile metering and accounts that are collectively billed (GEM), cannot use this service but can instead use EnergyExtra, our existing online service to large business.

What will this mean for you? It is often said that we can be our own greatest critics, so before we launch this service to customers, we intend to make it available to all ESB staff. This is being done, specifically so that we can get your feedback in advance of going live to customers.

We hope that as many staff as possible will register their accounts online: your experience and expertise will be critical in allowing us to fully test the service itself as well as all associated back-end processes.

Furthermore, your views on how you think the service looks and feels will be greatly welcomed. You will see further communications on the project and progress over the next few months. We plan to make it available to staff from August and then go live to customers later in the year. In the meantime if you have any queries, please contact a member of the project team.

For lights that are turned on and off a lot, compact fluorescent bulbs aren't always the best choice because a constant switching on and off can lower their efficiency and burn them out. A low wattage normal incandescent bulb will be more efficient in these areas.

In order to limit the amount of electricity you use, cut down on electromagnetic radiation in your home and reduce your reliance on plastic. Choose electrical equipment that performs more than one purpose. A good example of a multitasking product is to by a combination TV and DVD, rather than two separate machines.

When it comes to gadgets for the home, buy to last rather than to dispose. It's worth spending a little bit more if an item will last twice as long. To save energy always turn off your lights when you leave the room, no matter how long you're leaving for.

A simple step like insulating your roof could lead to considerable savings on your fuel bills because your house will hold onto heat better and require less heating.

Wash your clothes in the magnetic way without detergent by investing in a unique magnetic washing ball. When agitated, the ball produces ionized oxygen, which reduces the surface tension of water and so allows it to penetrate fabrics and release dirt.

If it's the delicious fragrance in fabric softeners that you're really after, simply substitute it with a few drops of your favourite essential oil instead.



		Your account online ESB Customer Supply online account service ESB Customer Supply's service to customers will go online later this year with the launch of an ebilling and online account management service. Your account online, for the first time, will enable registered customers to manage a number of aspects of their electricity account and relationship with ESB Customer Supply through an application on our website. Customers will be able to view bills and pay bills, input meter readings (and request a re-bill), sign up for direct debits, amend their bank details, submit queries, view usage/consumption information, all from the comfort of their own home and keyboard. What will this mean for our customers? Did you know that ESB Customer Supply issues approximately 13 million bills per year? Well, when a customer chooses to register for our online account service, they leave the world of paper bills behind. Instead, they'll receive an email when their bill issues, letting them know that it is ready for viewing online. If their bill is estimated, they will be able to input their own reading and immediately request a revised bill. They will also be able to view previous bills (up to the previous 18 months) and their electricity usage information will be presented in graphical format. Customers will be able to sign up for direct debits online or choose instead to pay each individual bill online using their Laser card. Those who currently pay through Internet or telephone banking can continue to do so. There will be no minimum sign-up period, so customers can choose to revert to paper billing if they wish. All residential customers and small-to-medium businesses (SMEs) will be able to use this new service. However, customers with large electricity accounts, ie Public Lighting and Maximum Demand accounts that are billed with profile metering and accounts that are collectively billed (GEM), cannot use this service but can instead use EnergyExtra, our existing online service to large business. What will this mean for you? It is often said that we can be our own greatest critics, so before we launch this service to customers, we intend to make it available to all ESB staff. This is being done, specifically so that we can get your feedback in advance of going live to customers. We hope that as many staff as possible will register their accounts online: your experience and expertise will be critical in allowing us to fully test the service itself as well as all associated back-end processes. Furthermore, your views on how you think the service looks and feels will be greatly welcomed. You will see further communications on the project and progress over the next few months. We plan to make it available to staff from August and then go live to customers later in the year. In the meantime if you have any queries, please contact a member of the project team. Be kinder to the environment For lights that are turned on and off a lot, compact fluorescent bulbs aren't always the best choice because a constant switching on and off can lower their efficiency and burn them out. A low wattage normal incandescent bulb will be more efficient in these areas. In order to limit the amount of electricity you use, cut down on electromagnetic radiation in your home and reduce your reliance on plastic. Choose electrical equipment that performs more than one purpose. A good example of a multitasking product is to by a combination TV and DVD, rather than two separate machines. When it comes to gadgets for the home, buy to last rather than to dispose. It's worth spending a little bit more if an item will last twice as long. To save energy always turn off your lights when you leave the room, no matter how long you're leaving for. A simple step like insulating your roof could lead to considerable savings on your fuel bills because your house will hold onto heat better and require less heating. Wash your clothes in the magnetic way without detergent by investing in a unique magnetic washing ball. When agitated, the ball produces ionized oxygen, which reduces the surface tension of water and so allows it to penetrate fabrics and release dirt. If it's the delicious fragrance in fabric softeners that you're really after, simply substitute it with a few drops of your favourite essential oil instead.		Pictured: Some of the ebilling team (l-r) Aileen O'Connor, Project Manager, Edel McCarthy, CRM and Caithriona Dalton, Technical Delivery Manager "We know that most people are environmentally aware and are trying to reduce the amount of paper they use, receive and even keep in their homes. I think online billing and email communication instead of paper bills, envelopes and leaflets will be very much welcomed by our customers."Emmet Keane, NCCC Estimated bills generate a large number of queries to our call centres. In future, customers who are unhappy with their estimated bills can correct them using the new online service. All a customer has to do is enter a meter reading within eight days of their estimated bill being issued and the system will automatically send them with a new amended bill. Your account online is a significant first step in the provision of customer selfservice. Jim Curran, CRM It's all about offering customers a choice and the addition of this new channel will further enhance our ability to satisfy our customers. Your account online may not suit everyone but there are a lot of techno-enthusiasts who are comfortable using the Internet, online banking, texting etc. With this service, ESB Customer Supply is coming of age. Aileen O'Connor, Project Manager Our customers are increasingly comfortable with technology and with conducting business online. Many of our customers are using online account and billing services with their mobile phone company, their broadband provider, their banks, etc and this has created a demand for us to offer a similar service. Edel McCarthy, CRM "Your account online is the first step in what will be an ongoing eservice strategy for ESB Customer Supply. Customers expect and demand eservices, for both convenience and environmental reasons. We intend to deliver in this regard." Sean O'Loughlin, Project Sponsor