ABSTRACT
This chapter looks at the challenges facing the end-use side of the electricity enterprise, and opportunities for reinventing the utility/customer relationship. The megatrend of choice, borne by the technology of power demand, will require successful power providers to meet consumer demand and enable and promote a new paradigm of customer empowerment. State regulators have also held back on implementation of variable pricing options for customers by not requiring this as a part of service in restructured states. Real-time pricing and profitable demand management are just the beginning. The portal will also make it easier to connect to distributed resources, enhance lighting and temperatures control, and optimize industrial systems. The development and widespread implementation of the consumer energy portal is an essential step toward a new customer service paradigm in which customer empowerment works as a tool to combat protective regulation. The energy/information portal also opens the door to retail competition and differentiation of energy and communications services.
