CX that feels like magic, powered by Smartflex

CSWEEK.png
Transform complexity into simplicity!
Gartner® Market Guide for Utility CIS 2025

Leave electricity demand issues behind with time-of-use programs

With the rise in demand for electric vehicles, utilities must explore strategies that help them reliably provide the energy that is required for these electric cars. Let’s take a look at one of these strategies: the promotion of time-of-use programs, which seeks to promote charging at off-peak hours.

Leave electricity demand issues behind with time-of-use programsWith the electric vehicle trend becoming more and more prevalent, utilities must minimize the impact of new energy loads required by these cars to assure service quality and avoid unnecessary grid expansions. An effective strategy to achieve this is to promote time-of-use (TOU) programs to encourage customers to charge their vehicles during off-peak hours.

TOU programs are grounded in the fact that energy demand varies throughout the day, with the lowest usage time being at night or very early in the morning. By offering this sort of program, utilities control energy loads, meet the overall demand at each hour of the day and avoid acquiring more generators to supply the energy service. A study in the Netherlands revealed that “if off-peak charging were successfully introduced, even a 100% switch to electric driving would not require additional generation capacity(1).

A SEPA survey of 34 utilities showed that nearly 60% of them would engage in research on time-of-use (TOU) pricing or other rate-design issues(2). Although electricity demand seems to be a complex issue when it comes to electric vehicles, TOU programs have eased the management of this type of demand.

Electric vehicle owners can also take advantage of these kinds of programs to conveniently charge their cars at lower rates. Furthermore, the customers who enroll in time-of-use programs receive rebates that provide them with usage credits to lower their bills. For example, a utility will grant consumers US$8 monthly credit, the equivalent of about 175 free miles, for charging during off-peak hours(3).

Today, different utilities are implementing TOU programs and rebates in states such as Massachusetts, California, Texas, and Minnesota, demonstrating their ability to adapt to the changes that the market demands. However, utilities will need to count on systems that enable them to swiftly create rate offerings according to their customers’ needs and get insight into usage patterns to design more tailored time-of-use programs.

To learn about the way Smartflex helps utilities implement TOU programs, refer to this article.

(1) Julian A Gomez, Carlos Hernan Mojica, Veerender Kaul, Lorena Isla, The incorporation of electric cars in Latin America. 2016.

(2) SEPA, Utilities and Electric Vehicles: Evolving to Unlock Grid Value, March 2018.

(3) SEPA, Utilities and Electric Vehicles: Evolving to Unlock Grid Value, March 2018.

Share:

The All-in-one Utility CX & Billing Solution

Smartflex is a comprehensive platform for energy, water, gas, and non-traditional utilities, providing integrated solutions for customer information (CIS), self-service (CSS), meter data (MDM), and mobile workforce management (MWM). With native integration and embedded AI, it reduces costs, streamlines operations, and minimizes upgrade efforts. Smartflex accelerates digital transformation, fosters new business models, and enhances customer experience through its rule-based design and predefined workflows.

Related posts

In the utility sector, customer experience (CX) has become a primary competitive differentiator. However, a critical disconnect exists between customers who demand seamless interactions and utilities operating under systems that fail to keep pace. This expectation gap is not merely a service challenge; it is an operational red flag.
Have you ever stopped thinking that behind a billing error, there is much more than human failure? Often, it is a professional trapped in a technological labyrinth of disconnected data and tools. For years, the utilities sector has operated in an era of manual tasks, where talent is worn down trying to act as the bridge between disjointed systems. This cycle is broken through a unified platform designed to optimize operations, empower employees with technology, and transform processes into a competitive advantage, enhancing customer satisfaction.
Traditional debt management can be effective, but it often lacks empathy toward the reality of households. Today, the true challenge lies in transforming collections into an intelligent and human-centric process. To achieve this, utilities require a unified customer management platform that, by integrating critical data and processes with advanced technology, can deploy AI-powered proactive actions, segment vulnerable customers, flexibly create assistance programs, and enable a truly omnichannel collection ecosystem. Discover how to ensure the financial health of your operation while protecting the relationship with your customers.