Adaptable customer engagement strategy for utilising energy flexibility

Abstract

This paper provides a comprehensive user engagement strategy for effectively involving energy users in the utilisation of flexibility resources. The strategy is composed of a set of engagement activities and practices, guided by a methodology grounded in social science principles, including actor-network theory and a hybrid collaboration approach. These methodological foundations support the design, implementation, and evaluation of the engagement process, which is tailored to enhance user recruitment, onboarding, and retention. The engagement strategy is adaptable and suggests customisation of engagements to suit different profiles. To measure the effectiveness and overall impact of the engagement activities, the strategy includes an evaluation component with proposed metrics. By applying the most suitable for the specific target group practices, the uptake of flexible energy usage can be facilitated.