Before 2022, ESB Networks’ 2.4 million customers interacted mainly through call centres, emails, or social media, limiting convenience and self-service. To transform this relationship, the company launched an Online Account platform that consolidates multiple services into one digital space, allowing customers to manage their electricity needs directly.
The portal enables users to view and manage smart meter data, report outages, submit meter readings, apply for new connections, and pay for services securely. Since its launch, more than 185,000 customers have registered, with one in five logging in weekly. Over 900,000 smart meter data accesses and 115,000 notification preferences have been recorded, while 91% of new connections are now processed digitally. The initiative reduced call centre demand and earned multiple national awards for customer experience and digital transformation.
