Utilities and Climate Change: Redefining the relationship with the consumer

In a recent insightful conversation with a communications team leader from a prominent energy utility in Turkey, we delved into the intricacies of crisis management, particularly in the face of the extreme weather events of summer 2023. These events not only strained the energy infrastructure but also highlighted the relentless efforts of company employees who worked tirelessly to maintain services.?

The utility, equipped with a robust crisis communications plan, faced unprecedented challenges as extreme weather events, once rare, are becoming increasingly common. This shift emphasizes the need for a more proactive approach, extending beyond reactive crisis management. The question arises: How will utilities fortify their infrastructures – encompassing power grids, water supply systems, and telecommunications networks – against the escalating threats of severe temperatures, wildfires and heavy precipitation??

The pandemic era has already elevated health and care workers as essential heroes. In a similar vein, utility field workers are emerging as critical figures, ensuring the continuous operation of vital services during extreme, climate induced events.??

However, enhancing physical infrastructures is only part of the solution – there will be a need to engage the consumer on the demand side as well. Utilities must also invest in strategic engagement and communication, aiming to establish more substantial connections between the service providers and consumers. This involves redefining the utility-consumer relationship, moving towards a symbiotic interaction where both parties are equally engaged. Consumers, in this partnership, will need to adopt prudent behaviours during crises, such as conserving electricity and responsibly managing water usage.?

This concept, while noble, faces the challenge of overcoming historical consumer scepticism. Many consumers harbour perceptions of utilities prioritizing profit over infrastructure investment and environmental stewardship. To counter this, utilities must foster trust, promoting a shift from an individualistic to a collective mindset. The widespread impact of wildfires in locations like Hawaii, Canada, the Mediterranean, and the extensive flooding across Europe between 2021 and 2023 underscores the urgency of this paradigm shift.?

The utility industry is at a pivotal juncture, requiring a reconfigured network that not only addresses current challenges, but is resilient against future environmental uncertainties. This calls for innovative strategies and tactics to aid utility owners in navigating the complex landscape shaped by climate change. It also offers the opportunity to recast the relationship between service provider and customer.?

At Myriad Global, we are actively developing strategies to assist utility companies in this transformative journey. Our focus is on integrating advanced communication techniques with a deep understanding of environmental challenges to foster a resilient, proactive utility sector.??

If you're interested in exploring these strategies further, I invite you to reach out at [email protected]. Together, we can work towards a future where utilities and consumers are united in their efforts to combat and adapt to the evolving climate realities.?

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