Abstract

Utility companies generally have an extensive customer base, yet their knowledge about individual households is small. This adversely affects both the development of innovative, household specific services and the utilities’ key performance indicators such as customer loyalty and profitability. With the goal to overcome this knowledge deficit, persuasive systems in the form of customer self-service applications and efficiency coaching portals are becoming the getaway of data exchange between utility and user. While improved customer interaction and the collection of customer data within respective information systems is an important step towards a service-oriented company, the immediate value generated from the collected data is still limited, mostly due to the small fraction of customers actually using such systems. We show how to utilize the knowledge gained from the sparse number of active web users in order to provide low-cost and large-scale insights to potentially all residential utility customers. We do so using machine-learning-based Green IT artifacts that allow for improving decision-making, effectiveness of energy audits, and conservation campaigns, thus ultimately increasing the customer value and adoption of related services. Moreover, we show that data from the publically available geographic information systems can considerably improve the decision quality.

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