Utility company’s smart reader rollout causes confusion among customers – Western Mass News

Report on Eversource Smart Meter Implementation and Sustainable Development Goals

1.0 Introduction

This report details the rollout of smart meters by the utility company Eversource, analyzing the program’s alignment with global Sustainable Development Goals (SDGs). It examines the technological upgrade, the customer opt-out policy, and communication discrepancies that have emerged during the initial deployment phase. The transition to smart grid technology is a critical step in modernizing energy infrastructure, directly impacting several key SDGs.

2.0 Program Overview and Alignment with Sustainable Development Goals

Eversource is undertaking a comprehensive replacement of its existing, end-of-life energy meters with modern smart meters for all customers. This initiative is a foundational investment in resilient infrastructure and sustainable energy management.

• SDG 7: Affordable and Clean Energy: The new meters facilitate more efficient energy distribution and provide consumers with data to manage their consumption, promoting energy conservation and supporting the integration of clean energy sources into the grid.
• SDG 9: Industry, Innovation, and Infrastructure: This deployment represents a significant upgrade to regional energy infrastructure, replacing outdated technology with an innovative system that enhances grid reliability and resilience.
• SDG 11: Sustainable Cities and Communities: By creating a more responsive and efficient energy grid, the smart meter network contributes to the development of sustainable and technologically advanced communities.
• SDG 12: Responsible Consumption and Production: Smart meters empower consumers with detailed information about their energy usage patterns, encouraging more responsible consumption and reducing overall energy waste.
• SDG 13: Climate Action: Enhanced energy efficiency at both the utility and consumer levels is a critical component of climate change mitigation, helping to reduce the carbon footprint associated with energy generation and consumption.

3.0 Customer Opt-Out Policy and Communication Issues

While the meter upgrade is mandatory, customers have an option to “opt out” of the wireless communication function. This decision point has been a source of significant public confusion, undermining the project’s goal of inclusive and sustainable development.

3.1 Policy Details

1. Mandatory Meter Replacement: All current meters are being retired and replaced with a smart meter. Keeping the old meter is not an option.
2. Opt-Out Functionality: Customers can request to have the two-way communication function of the new meter disabled.
3. Associated Fees for Opting Out:
   • A recurring monthly fee of approximately $34 is charged to cover the cost of manual meter reading by a utility worker.
   • A one-time $42 fee was initially communicated for customers who chose to opt out after the meter was already installed.

3.2 Communication Discrepancies

Despite an official statement from Eversource on October 27th confirming a waiver of the $42 fee for customers who opt out within their 90-day pre-installation notification period, numerous customers reported receiving conflicting information. Complaints from Longmeadow and Turners Falls indicated that customer service representatives and technicians were either unaware of the waiver or informed customers it was too late to opt out without a fee.

4.0 Eversource Clarification and Conditions

In response to inquiries regarding the customer complaints, Eversource issued a clarifying statement. The company reaffirmed its commitment to waiving the one-time $42 fee, but stipulated specific conditions that must be met. The waiver is contingent upon:

• The customer making the opt-out request within the 90-day notification window prior to installation.
• The request not requiring a special, separate trip to the residence to perform the work.

This clarification highlights a critical gap in internal communication, which can impede the effective and equitable implementation of infrastructure projects designed to advance sustainability. Achieving the full potential of SDGs 7, 11, and 12 requires not only technological deployment but also transparent and consistent public engagement to ensure community trust and participation.

Analysis of the Article in Relation to Sustainable Development Goals (SDGs)

1. Which SDGs are addressed or connected to the issues highlighted in the article?

• SDG 7: Affordable and Clean Energy

  The article discusses the provision of energy services by a utility company, Eversource. The rollout of smart meters is an upgrade to the energy infrastructure. The core conflict revolves around the cost to customers, specifically the “$42 opt-out fee” and a potential “$34 monthly fee” for manual readings, which directly relates to the affordability of these energy services.

• SDG 9: Industry, Innovation and Infrastructure

  The replacement of old meters with “smart meters” is a clear example of upgrading infrastructure. Smart meters represent an innovation in the energy industry designed to improve efficiency. The article details the process and challenges of this large-scale infrastructure modernization project undertaken by Eversource.

• SDG 11: Sustainable Cities and Communities

  The article focuses on communities in Western Massachusetts, including Springfield, Longmeadow, and Turners Falls. The provision of reliable and modern electricity services is a fundamental component of the “basic services” necessary for sustainable communities. The upgrade ensures the long-term viability of the energy grid serving these areas.

• SDG 16: Peace, Justice and Strong Institutions

  The central theme of the article is the “confusion and miscommunication” between Eversource (an institution) and its customers. The discrepancy between the company’s official statements about waiving fees and the information given to customers by technicians and customer service representatives highlights a lack of transparent and accountable institutional practices.

2. What specific targets under those SDGs can be identified based on the article’s content?

1. Target 7.1: By 2030, ensure universal access to affordable, reliable and modern energy services.

   The article directly addresses this target. The rollout of smart meters is an effort to provide “modern energy services.” However, the debate over the $42 and $34 fees raises questions about the “affordable” aspect of this access for all customers.

2. Target 9.1: Develop quality, reliable, sustainable and resilient infrastructure… with a focus on affordable and equitable access for all.

   Eversource is upgrading its infrastructure by retiring old meters and installing new smart meters to create a more reliable and modern system. The customer complaints about the opt-out fee and process relate to ensuring this transition provides “equitable access” and is managed fairly.

3. Target 16.6: Develop effective, accountable and transparent institutions at all levels.

   This target is central to the conflict described. The article highlights a failure in institutional effectiveness and transparency. Eversource’s public statement about waiving the fee was contradicted by the experience of “multiple” customers, indicating a breakdown in communication and accountability within the company.

3. Are there any indicators mentioned or implied in the article that can be used to measure progress towards the identified targets?

• Implied Indicator for Target 7.1: Affordability of energy services.

  The article provides specific data points that can be used to measure affordability: the “one-time $42 fee” for opting out after the 90-day window and the “$34 monthly fee” for customers who require manual meter readings. These figures are direct indicators of the costs imposed on consumers.

• Implied Indicator for Target 9.1: Proportion of customers with access to upgraded infrastructure.

  The article states, “Every single Eversource customer is getting this new kind of meter.” This implies a goal of 100% coverage, which is a direct measure of the reach of the infrastructure upgrade.

• Implied Indicator for Target 16.6: Public satisfaction and institutional accountability.

  The article is based on “multiple complaints from Eversource customers.” The number and nature of these complaints serve as a qualitative indicator of public dissatisfaction and a lack of institutional accountability and transparency. The company’s need to issue a clarifying statement is also an indicator of this issue.

4. Table of SDGs, Targets, and Indicators

Source: westernmassnews.com