Trust building for collaborative win-win solutions

E1 Opportunity Assessment

Trust-building for collaborative win-win customer solutions Report at a glance

Final Report RACE for Everyone Program Research Theme E1: Trust building for collaborative win-win customer solutions Project Code: 20.E1.A.0122 ISBN: 978-1-922746-06-1 October 2021

Project team Queensland University of Technology Rebekah Russell-Bennett Frank Mathmann Ryan McAndrew Kate Letheren Alexandra Zimbatu Lucas Whittaker Adam Clements Terry Flew CSIRO John Gardner

Curtin University Roberto Minunno John Chong University of New South Wales Declan Kuch University of Technology Sydney Chris Riedy Sarah Niklas Ruhul Amin Benjamin Goulding

What is RACE for 2030?

The Reliable Affordable Clean Energy for 2030 Cooperative Research Centre (RACE for 2030 CRC) is a 10-year, $350 million Australian research collaboration involving industry, research, government and other stakeholders. Its mission is to drive innovation for a secure, affordable, clean energy future. https://www.racefor2030.com.au

Project partners

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Trust building for collaborative win-win customer solutions

Report at a glance

Theme E1: Trust-building for collaborative win-win customer solutions What is the report?

The E1 Research Theme draws together three crucial and related but inadequately understood elements for building trust in the Australian energy sector: • • •

Understanding customer aspirations and expectations Measuring trust Building trust between customers and service providers.

This report explores customer priorities, customers’ perceptions of industry performance relative to these priorities, and ways to align industry performance to priorities and build trust between stakeholders. A significant conclusion is that the customers’ role is to use electricity responsibly and pay their bills on time. It is not their role to be experts in energy system engineering and processes.

Why is it important?

The energy sector needs to transition to a shared value mindset that involves collaboration with customers. It needs to adopt a more open, collaborative and sharing system that co-creates value for all stakeholders to effectively build trust. This theme provides a road map for achieving this outcome.

What did we do?

We conducted an extensive review of white and grey literature, datasets and case-studies to identify a series of knowledge gaps and opportunities for research. We also consulted extensively with RACEfor2030 partners, the Industry Reference Group (IRG), policymakers and consumer advocates. Our approach to identifying opportunities for creating win-win collaborative customer solutions used humancentred design, an approach which aims to meet the core needs of those who experience problems.

Opportunity assessment process IRG Activity

Desktop Review

IRG Expert Input

IRG Webinar

IRG Roadmap Session

IRG Expert Feedback

IRG Feedback on Draft Roadmap

What difference will it make?

Our roadmap will identify opportunities that build on the extensive existing processes designed to build trust in the energy sector.

What next?

This roadmap will identify research themes and future potential projects that address priority opportunities and guide future RACE for 2030 E1 research in customer-centric trust building in the energy sector.

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Trust building for collaborative win-win customer solutions

www.racefor2030.com.au

Bx Opportunity Assessment Project title

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B4 Opportunity Assessment © RACE for 2030Project title