Digital Utility Awards 2019: Best Customer Innovation

In recognition of the best digital innovation focused on improving customer outcomes.

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For its demand response program ‘Power Changers’, which empowered customers to make informed decisions regarding energy consumption.

Power Changers utilised the capabilities of Advanced Metering Infrastructure (more commonly known as smart meters) through a smartphone app and web portal to provide personalised feedback on consumption and ultimately facilitate customer behaviour change resulting in the reduction of peak loads.

During the 2017-2018 summer, 613 households participated in the demand response challenges.The challenges were designed around “peak events”, typically during a heatwave, where customers would commit to the challenge and be allocated a personalised target for a 3 hour period to reduce their expected peak consumption. By meeting their target participants would be rewarded with points which could then be redeemed for tangible rewards.



  • Endeavour Energy – for its interactive mapping portal providing information on network limitations
  • Flux Federation – for its retail platform that was purpose built for energy companies
  • Sydney Water – for the development and implementation of its Customer Hub
  • TasNetworks – for its Voice of the Customer Program
  • TracWater – for its Portable Robotic Water Quality Analyser
  • Utilibill – for its cloud-based retail platform disrupting the utility billing space