3.2.2.1.1 The domestic market

EDF supplies energy to over 30 million domestic customers, most of them in France, the UK, Belgium, and Italy; EDF develops innovative digital offerings directed at customers, helping them manage their energy use and supporting them in their energy savings projects.

Monitoring and understanding energy use

In France⁽¹⁾, EDF provides its customers with a digital energy use tracking solution, accessible via their customer space on the website and the EDF&Moi app. Customers can monitor their energy use in kWh and in euros, identify their main sources of energy and/or gas use, compare their use to that of similar households, and benefit from personalised advice about making energy savings, for instance by setting an annual energy use goal accompanied by email or text message alerts if they go off target. For customers equipped with a Linky⁽²⁾ smart meter who have given their consent, energy use data is available (in euros and in kWh) in daily or 30-minute increments. Customers who consult this energy use tracking solution more than two or three times a month achieve savings of up to 12% on their bills.

Customers equipped with a Linky smart meter who have given their consent also have access to “Fil d’Actu”, a dedicated news feed, via the EDF&Moi app. This timeline gives them daily news to help them understand their energy use and make energy savings, covering topics such as the impact of weather, similar households, the proportion of energy used in heating, appropriate environmentally-friendly practices, and so on.

Over 47 million visits were recorded in 2019.

In the same spirit, in Italy, Edison continued developing its platform “Edison World” to make it more easily accessible for customers. Energy Control Light, hosted online on Edison’s website, which helps customers understand their consumption pattern better and advises them on reducing related costs, based on actual data. Sowee markets a connected station compatible with gas-fired boilers and individual electric heating, which allows better control over their energy budget and comfort. Customers who use the station can achieve energy savings of up to 25% without changing their installation⁽³⁾.

EDF, a company standing shoulder to shoulder with its customers

Number of customer visits on digital consumption monitoring platforms (millions)

• 2019 47
• 2018 28

Key non-financial performance indicator (see concordance table with the non-financial performance statement in section 8.5.4). For the scope and method used for this indicator, see section 3.4 “Indicators and methodology”. This indicator refers to key stake no. 3 “Action to support energy efficiency” and no. 6 “Performance of end customer offers (B2B and B2C)” described in section 3.6.2 “Description of key stakes in the materiality matrix”.

Achieving energy savings

Customers seeking to achieve energy savings benefit from appropriate advice and resources made available by EDF: energy performance diagnosis, advice on heating systems, installation of high-performance equipment, and so on.

Online diagnosis and advice

In France, EDF helps its customers achieve energy savings. In addition to the digital energy use monitoring solutions described above, EDF offers a range of services:

• assisting customers seeking eco-friendly household appliances by means of attractive marketing campaigns: in 2019, two marketing campaigns were conducted between July and October, in partnership with Samsung;
• simulators to estimate homes’ energy labels, assess the cost of any renovation works, and identify any potential financial aid available;
• EDF can put customers seeking to carry out energy savings works such as renovation, insulation, or changing their type of heating in touch with trusted professionals (EDF’s Partenaires solution habitat network, known as EDF Partenaires économies d’énergies (Energy Savings Partners) since 1 January 2020), offering them the benefit of financial bonuses to help pay for the works in question if they qualify for these (accessible via the prime-energie-edf.fr website). Preferential financial terms for works are also offered by EDF’s financial partner Domofinance.
  

Promoting low-carbon practices

The “Mon chauffage Durable” (“My sustainable heating”) offer allows customers to replace a fossil fuel-fired boiler with a heat pump, or convector heaters with eco-friendly radiators. This offer is part of the Coup de pouce chauffage initiative launched by the French government in January 2019. For heat pumps, EDF goes further than the state scheme, offering additional bonuses. Homes may also benefit from preferential rate financing provided via EDF, covering the entire cost of their project.⁽⁴⁾ EDF has also innovated with new supply offers for domestic customers keen to be part involved in the energy transition, with its “Vert électrique” range and its “Avantage Gaz Durable” offering. EDF ENR⁽⁵⁾ markets the self-consumption offer “Mon Soleil & Moi”, increasing household self-consumption rates and covering a greater share of energy bills. In 2019, EDF ENF carried out some 5,000 installations of solar panels for domestic customers in France. IZI by EDF is EDF’s new online interface for access to everyday services, allowing users to carry out installation and renovation projects.

3.2.2.1.2 The business market

Assisting customers with their economic and environmental performance

EDF group offers customised services to companies and professionals that wish to optimise their energy flows to improve their economic performance and reduce their environmental footprint. Services provided by EDF and its subsidiaries to make the best use of energy include energy audits, monitoring and management of energy use (also using digital platforms), energy savings investments, calculating the profitability of these investments, etc. EDF commitments in this respect take the form of specific performance plans and energy productivity plans. EDF can assure optimisation of all the flows – electricity, gas, water, steam – of a company and handles the complete energy management of industrial sites. EDF guarantees certified “green” renewable electricity supply to companies, who so wish. EDF can also help a company choose the solution that is most suitable to its own energy generation (heat pump, photovoltaic panel, solar hot water, small wind turbine) and set it up;

In France, EDF Entreprises offers a personalised supply contract, specially adapted to the additional power requirements of individual self-consumer customers. The offer provides customers with more accurate forecasts of their electricity budget and use. They can choose peak and off-peak hours synchronised with their solar production, enabling them to maximise and organise their savings. Dalkia established the DESC (Dalkia Energy Savings Centre), an interactive platform to monitor building energy consumption. Dalkia also offers a practical outworking of its digitisation work to industrial customers in the form of its “Dalkia Analytics powered by METRON” offer. Based on machine learning and artificial intelligence models, this analyses energy flows and their interactions with customers’ processes to offer high added value solutions for improved performance.

(1) The e.quilibre solution was deployed in the French islands in 2018.
(2) Led by Enedis.
(3) R&D EDF internal study: savings estimated on the basis of dynamic heat models, using a home permanently heated to 20°C, not fitted with a central heating timer or open window detector, and without real-time energy use tracking, as a baseline. Depending on where the home is located and lifestyle habits, the connected Station can help achieve energy savings of up to 25% for domestic electric heating and up to 20% for domestic gas heating.
(4) Subject to using one of EDF’s 3,000 Energy Savings Partners and to examination and acceptance by EDF’s financial partners Domofinance.
(5) EDF Énergies Nouvelles Réparties (New Distributed Energies).