Full Version - Essential Energy

16
Natural gas
Work continues to ‘find, keep and grow’ natural gas
customers in New South Wales and the Australian
Capital Territory. We are also working on business
cases to expand into the Victorian and South Australian
markets, which will allow us to offer ‘dual fuel’
contracts incorporating natural gas.
Currently, there are 26,000 commercial, industrial and
residential natural gas customers connected to gas
networks in Wagga Wagga, Uranquinty, Temora, Henty,
Holbrook, Culcairn, Walla Walla, Cooma, Bombala,
Tumut, Adelong and Gundagai.
Major customers include Cadbury Schweppes and the
Department of Defence.
Future goals – expand into other states outside our
traditional natural gas footprint.
CSIRO research partnership
In August 2004, we signed a Memorandum of
Understanding (MoU) with the Centre for Distributed
Energy and Power established by the CSIRO. The MoU
formalises cooperation on research areas which are
of strategic, technical or commercial interest to both
organisations. The partnership has flowed from our
existing relationship as the CSIRO’s energy retailer.
Future goals – continue testing of an unmanned
helicopter prototype to help better manage the
network and inspect powerlines, gas and water
pipelines. If successful, the concept may help to
speed up supply restoration.
A targeted marketing campaign resulted in a significant
increase in customer acquisition when compared to
2003-2004 results. This is a great result in a contestable
ISP market, with more than 400 competitors in New
South Wales alone. Key milestones included the
6,000th CEinternet customer signed up in June 2005
and 500th ADSL customer in January 2005.
CountryWays
Our new-look customer newsletter, CountryWays,
continues to perform beyond expectations. Featuring
interesting and informative articles on subjects such
as energy and water saving tips, safety updates and
product and service offers, the quarterly publication
aims to reward customers for their continued loyalty.
A key measure of the newsletter’s effectiveness is
customers’ participation rates. Every competition is
monitored to ensure future offers are fine-tuned to
customers’ needs.
2004-2005 target – 15 per cent increase in customer
participation issue on issue
Outcome – increase in participation was 62 per cent
above target
Future goals – 15 per cent increase in customer
participation issue on issue, thereby retaining
readership levels and contributing to customer
satisfaction and loyalty.
CEinternet milestones
Over the past 12 months, there has been significant
strategic change at CEinternet. By migrating technical
operations to a virtual internet service provider
arrangement, we have achieved full virtualisation
of all technical operations – the most cost sensitive
part of the ISP business.
More practically, this has provided –
• National coverage on a single 019 dial number
• National ADSL coverage
• Enhanced customer self service by allowing
customers to manage their own mailboxes and
passwords and check downloads in real time
• Electronic ADSL.
COUNTRY ENERGY ANNUAL REPORT 2004–2005