Patent Application
20120260194
No Applicable.
The present invention generally relates to providing an enhanced interface between utility customers, i.e. utility consumers, and utility service providers. With the expansion of telecommunications resources, and the broad adoption of cellular telephone technology, the traditional interaction of a customer with a live customer service agent is evolving.
Utilities have adopted a variety of enhanced interfaces with their customers, beyond live customer service agents. One development has been use of interactive voice response systems to channel transactions, and on many occasions to complete an entire transaction without the customer ever speaking with a live agent. Customers often report frustration in dealing with IVR systems, and there is a marked lack of control of the progress of the transaction by the customer.
Mobile telephone based internet service usage is presently growing faster than wired internet from traditional computers. By some estimates, up to 50% of mobile telecommunications devices will be enhanced data access devices known as “smart phones.” In addition to actual telephones, a number of consumers utilize WiFi enabled devices such as the iPad™, netbooks, iPod™ Touch enhanced music players and the like. The difference between full featured laptop computers and other mobile devices is increasingly blurred. A large number of consumers indicate that self-service interactions with their service providers over mobile devices is important. For instance, 50% of 18-25 year olds indicate that accessibility to mobile banking is an important factor in choosing a bank.
Mobile access to electronically available data is the lowest cost channel for delivering customer services from service providers. Although often, it is not necessary, or desired for the consumer to interact with a live customer service agent, implementation of mobile access over a telephone is desirable, as it would allow customer service agents to be available when needed, with a consumer interaction far superior to email or online chatting that is available over a personal computer.
Utilities have also sought broad adoption of electronic communications with their customers. Examples of these electronic transactions, include email billing statements, automated bill payment, bill payment services through banking institution systems, and increasingly, use of a internet/web based browser to manage the customer-utility relationship. Various utility service providers have similar interactions with consumers, yet are unable to use a coordinated system that is readily adapted by consumers. Thus, utilities seek an enhanced consumer interaction that allows for the cost savings benefits of electronic communications.
The proliferation of different types of customer-utility interactions forces consumers to learn and manage a variety of different types of applications and web interfaces. When customers only rarely need to interact with their utility's customer service department, for instance during a service outage, or when initiating or transferring service, the unfamiliarity with the particular utility's system leads to poor utilization of electronic communications, and increased use of live customer service resources.
In the last decade there has been wide adoption of web-based services by consumers, with market penetration extending to a majority of customers. An additional advance has been broad adoption of enhanced cellular telephones, i.e., “smart phones” which allow users of these devices to essentially be continuously connected to the internet and web based services. Examples of such devices include the Palm Pilot, Blackberry and the Apple iPhone. As use and adoption of such devices increases, there is an acute need for a system and method that would allow consumers to interact with various utility service providers in a relatively uniform manner. If a universal utility interface were available, consumers and utility providers alike could more efficiently utilize the available system, and more effectively control and monitor their use of utility services.
The present invention is embodied in a smart telephone application that collates and organizes customer interaction with utilities and related vendors. A mobile device application is provided to allow users to manage their utility accounts. The system enhances the customer interaction and connection between utility vendors, particularly electric utilities, by providing an interface that allows the customer to monitor their energy consumption, the cost of delivered energy product, providing a coordinated system for providing the customer information and advice from the utility regarding usage, and allowing the customer to set usage or budgetary goals. A number of systems for managing the utility interaction with a customer have been available, but they are limited primarily to managing account and payment information, and do not provide real time feedback as to management of utility resources.
A preferred embodiment of the system is an interface with an electric utility. In one embodiment of the electric utility interface, the interface is [provide] for a residential customer. The residential customer that has an interactive electric metering system installed by the utility provider, can continuously monitor energy consumption by use of “smart grid” technology. The electric utility can provide minute-to-minute information to the customer regarding the energy cost based on demand upon the utility. The customer can adjust energy usage in response to cost factors. For instance, the utility can provide customers, who have agreed to utilize smart grid technology, and alert that demand is spiking, and that if the customer reduces their present demand, then a reward (for instance a rate reduction) can be provided to the customer. The customer in response to the utility alert can reduce energy consumption temporarily and receive the reward benefit. The application disclosed herein can provide the residential customer the remote capability to, for instance, turn off their air conditioner when a demand alert is received. Internet connected control modules for HVAC systems and other appliances are presently available at the retail level.
The system provided can also be configured by the customer to automatically respond to alerts delivered by the electric utility. In one example, a variable rate customer, upon notification of a rate alert, can configure the application to initiate a “limit order,” wherein upon the electricity rate reaching a limit point, the system automatically reduces usage, for instance, by reducing the setpoint temperature for the customers HVAC system, shutting down electric water heaters, or tuning off lighting systems.
An advantage of the present system is that the system is configured to function as a nearly universal utility interface. Utility providers are recruited as subscribers to the system, as a cost lower than they can provide the service on their own. By providing a universal interface, the advantages scale are achieved, allowing the system to be constructed once, and made available to all utility providers at little up-front costs to the provider. In addition, because customers of a utility are most commonly restricted in a geographic area, the customers using the present system will quickly become familiar with the application when using one utility service, and then can adopt the system for managing their accounts with other utility providers. A disadvantage of present internet based interactive systems for utilities, is that each utility, such as electric, natural gas, cable, and water, each are provided by a different company, and each provider's interface is different, and consequently unfamiliar to the customer.
The system is embodied in a method of controlling interaction between a consumer of utility resources who seeks to utilize the system, most typically through a mobile telephone enabled for data access, but also through other electronic interfaces that are presently available, or will become available in the future.
If a user chooses to register for system access, or otherwise is authorized to access the system, the registration system 118 determines the level of access a user is to have. If the user provides an account number, for instance, as at 120, the user is allowed access to additional, but still limited functionality of the system. Partial functionality users, as shown at box 122, may have access to delivery of outbound alerts from a utility, outage information, outage reporting, and account balance, at the option of the administrator. A user who completes full registration and is authorized for full access (e.g, by completing authentication protocols approved under U.S. federal regulations for monetary transactions), as shown at 124, the user is provided full access to the available functionality of the system, including for instance, those features available to partial functionality users, and in addition meter reading protocols, bill payment services, service change authorization and access to smart grid functionality.
This disclosure now turns to a detailed discussion of the universal utility interface. As shown in
Similarly, button 156 is configured as an “account information” button which accesses the user interface for editing the user profile. Button 158 is configured as a “utility directory” button providing access to a database directory of available utility service providers, allowing for rapid customer access to up-to-date contact information, and contact interface between a utility consumer and the utility service provider. The utility directory may allow the user of the system to use their current location, or enter an address of a service location where the user is not currently present. Button 160 is configured as an “Outage and Problem Reporting” button which allows any UUS user, including utility consumers to report service outages and other issues with utility service rapidly and efficiently, using the information stored in the application, for instance in the user profile. Button 162 is configured as a “Schedule a Meter Reading” button, which accesses a subsystem that allows the UUS user to initiate the scheduling of a utility meter reading. Button 164 is configured as a “Begin or Terminate Service” button which provides a system for the consumer to initiate or terminate utility service, without the necessity of using a live customer service agent, although the option of connection to a live agent is readily accomplished when the UUS is accessed through a telephonically connected smart phone. Button 166 is configured as a “FAQ and Resources” button providing access to the answers for frequently asked questions (FAQ) and a variety of other resources that can be delivered, or at least access initiated through the UUS interface.
Menu bar 170 is preferably arranged as is typical for iPhone application interfaces. As shown in
The arrangement of the UUS interface is readily adaptable to consumer determined configuration of the ordering of screen buttons, the particular buttons that are displayed, or different buttons can be made available when service conditions warrant. For instance, during natural disasters or other emergencies, consumer alerts can be highlighted on the UUS interface, or other notifications noted on the interface, in order to rapidly deliver critical information to consumers and other users of the UUS.
An embodiment of the system is providing the capability for conducting a group of common transactions that are available to all utilities accessible to the consumer, whether or not the respective utility is a subscriber to the UUS. In one embodiment of the universal capability, the UUS provides an informational system that provides the consumer ready access to a database of all utility service providers (i.e. utility vendor) that are available to the particular consumer. Primarily, the UUS can deliver contact information necessary to conduct various service events with an available utility vendor. As a service to the vendor, the UUS can provide contact information for prospective customers, or deliver leads for customer or different utility vendors. The vendors may pay for or exchange services for delivering leads, or the UUS lead delivery component can be utilized to provide a value-added benefit to utility vendors, or be used as a system for obtaining subscribers to the UUS system.
For those UUS utility vendors that have subscribed to receive services through the UUS, a group of transactions can be made available that are common to all utility vendor subscribers. Billing or account management services can be provided through the UUS interface. Such services include, for instance, account balance information, payment receipt information, payment due information, payment reminders, and bill payment services.
In addition, another transaction group optionally available to utility vendor subscribers are service change services through the UUS interface. At present, many utility vendors must utilize customer service representatives to conduct service change transactions. During period of high demand on customer service representatives, (such as during outages, holidays, or in emergencies) there may be insufficient customer service representatives to conduct service change transactions. The UUS interface can provide capability to initiate new service, terminate service, or other customer “move out” services such as temporary service disconnection, and service address changes when an existing customer moves, or a property is transferred to a new owner or new billing address.
Another transaction group optionally available for utility vendors that provide metered services, such as electric, natural gas, and water utilities is a meter reading capability. As part of a meter reading service, examples of services the customer can be provided include, notice of the schedule for the next meter reading, customer notice of the presence of dangerous animals or pets, scheduling appointments and the like. For all services conducted through the UUS, customers can be delivered outbound messages from a utility subscriber, possibly after customer opt-in. Outbound messages may include appointment reminders, notice of routine maintenance service outages, and other reminders from the service provider.
A transaction group optionally available for utility vendors supplying natural gas include notice of the schedule for the meter reading, scheduling appointments, such as a pilot light relighting, outage reporting and the like. More critical services can be conducted through the UUS interface, probably more readily than can be conducted by traditional telephone or web based services. These critical services include customer notification of a gas leak, and utility vendor announcement of the need to relight pilot lights after a service interruption. Traditional reporting of gas leaks without a smart phone based system, would tend to result in the customer using their home telephone, or logging on to their computer in their home, and may delay the customers retreat from a dangerous situation. Through the UUS system, the customer can trigger the alert of a gas leak, the location can be rapidly mapped, and the customer can be directly connected with a live customer service agent, whether telephonically, via electronic chat or other means that may be available.
A transaction group availability for utility vendors supplying water (and sewer) services include (along with other services described elsewhere in this disclosure) notice of the schedule for the next meter reading, scheduling appointments, such as service restoration, service interruption reporting, bad water reporting by the customer and the like. More critical services conducted through outbound messaging include customer notification of a “boil water” alert and utility vendor announcement of maintenance operations, such as line flushing and hydrant testing.
Utility vendors of cable services may make us of many of the previously disclosed services, and in addition certain service more unique to a cable vendor. For purposes of this disclosure, it is assumed that “cable services” include a variety of data communications, whether analog or digital, through physical wires or by wireless or satellite transmission. For instance, while cable service have typically involved transmission of television images, at present in addition to television images, a variety of data is transmitted, including internet data services, including, for instance broad band or DSL internet service providers, telecommunications services, video chatting, and voice over internet protocols. Cable services available through the UUS system include outage reporting by customers, courtesy notification by the service provider of service disruption or interruption, vendor call back to verify service interruption, appointment scheduling, quality control testing, receiver reprogramming and pay per view ordering, channel access purchases, and other service changes. Because cable services are often provided on a pay per use basis, the utility vendor can employ the UUS system to notify the utility customer of unusual activity on their account, for instance sudden unusual pay per view purchases.
Upon activating button 210, as shown in
Turning now to
Region 314 further comprises of usage graph display 332, weather indicator 334, current conditions display 336 and account balance display 338. Usage graph display 332 further comprises of an energy usage graph, configurable to display user defined usage intervals. As shown in
Region 316 of panel 310 further comprises a banner panel 360, which may display a branding logo for the particular electric utility, advertising space provided by the system administrator, the utility or both, or other informational displays as may be desirable. Additional provider or consumer configurable text panels 362-367 comprise as shown in
Finally, region 320 of the interface shown in
A number of unidentified steps are outlined elsewhere in this disclosure. It should be readily apparent that additional processes may be provided through the UUS interface without undue experimentation.
The UUS system provides for deriving revenue for the added value of its features though a number of pathways. The application itself may be made available for sale, or optionally may be sold to service providers, who then provide it to consumers without direct cost. Service providers may subscribe to the system for their customers as part of a fee-based system in exchange for the additional services provided through UUS. Service providers may also pay a premium for customer use of the UUS system to the UUS system operators, with premiums being based for instance, on reduced usage of live customer service agents resulting from UUS transactions, use of direct bill payment and account analysis services. Pricing of the UUS based service to users may be determined on a value provided, cost saving benefit, fixed fee for all customers, or a per user subscription fee.
The UUS system is also envisioned as a turn-key system for utility service providers, with the common interface being rapidly adaptable for use with a wide variety of utility services, allowing a utility to adopt, or test market the UUS service without substantial start-up costs or extensive training of staff. In addition, utilization of the UUS system to initiate contact with a utility service provider allows the operators of the UUS system to introduce the system to new utility service providers with limited set-up costs when the installed consumer/customer base is relatively small.
While the invention has been described with reference to preferred embodiments, those skilled in the art will understand that various changes may be made and equivalents may be substituted for elements thereof without departing from the scope of the invention. In addition, many modifications may be made to adapt a particular situation or material to the teachings of the invention without departing from the essential scope thereof. It is intended that all matter contained in the above descriptions and examples or shown in accompanying drawings shall be interpreted as illustrative and not in a limiting sense. All terms not specifically defined herein are considered to be defined, according to Webster's New Twentieth Century Dictionary Unabridged, Second Edition. The disclosures of any citations provided are being expressly incorporated herein by reference. The disclosed invention advances the state of the art and its many advantages include those described and claimed.
This application claims the benefit of prior filed U.S. Provisional Application Ser. No. 61/415,599, filed on Nov. 19, 2010, incorporated herein by reference.
| Number | Date | Country | |
|---|---|---|---|
| 61415599 | Nov 2010 | US |
