Internationally, EDF Energy is strengthening its partnerships, for example with Plymouth Citizens Advice (featuring a live chat function for customers), Income Max and the EDF Energy Trust fund, to provide appropriate support and information for customers struggling with debt. Relations with Macmillan have been developed, with a good number of cases of cancer patients where EDF Energy was able to provide practical support, such as price changes, energy advice, and/or payment schedules. EDF Energy collaborated with the charity MIND for mental health, and also is continuing a programme to educate staff that would be in contact with vulnerable customers suffering from mental health problems. Prepaid meter subscriptions are also available. Luminus proposes the My Luminus tool, which helps customers to consume less. To help customers potentially experiencing difficulties, Luminus alerts customers when their consumption is higher than usual or when their annual bill could be a nasty surprise, and, when appropriate, proposes payment schedules. It participates in the energy poverty platform launched by the Roi Baudoin Foundation. The platform has played an active role with the legislator, and is now focusing on issues of payment default.
Social innovation
EDF R&D runs an “Energy poverty: understand-innovate” programme to anticipate changes in energy poverty and public policies, and to design and develop innovations allowing to fight against energy poverty more efficiently. Contextual studies and prospective reflections of researchers allow this multidisciplinary team (sociology, engineering, economics, computer science, design, ergonomics, statistics) to nurture the three areas of actions (payment assistance, support, prevention) of EDF’s solidarity policy. In France, EDF was involved in the work of theNational Fuel Poverty Monitoring Centre.
Beyond monitoring and research, innovation, and particularly social innovation, may take the form of partnerships. In 2019, EDF continued its partnership with ASHOKA France (social entrepreneurship) and a network of 7 social innovation accelerators. In this context, EDF was a partner in a second call for solutions on the “Energy and Solidarity Transition”. It focused on heads of projects developing innovative solutions and projects responding to vulnerabilities in the regions. Following this call, EDF decided to provide support for six projects on the following themes: connected homes for people with reduced mobility, remobilising inhabitants to successfully renovate run-down condominiums, cost-effective passive houses, renovation using environmentally-friendly materials, inclusive and shared housing, and environmental health. EDF is developing “Don d’énergie” (i.e. “Energy gift”), a social and digital innovation, in partnership with the Abbé Pierre Foundation. Since the beginning of 2019, hundreds of EDF’s customers with the EDF & MOI application have already made a donation to help vulnerable households pay their electricity bill, irrespective of their electricity supplier. The allocation of these donations is entrusted to the Abbé Pierre Foundation, as part of its mission to support the most vulnerable households. EDF matches this tax-free donation. In conjunction with various partners (for example, the Community Workshop in Toulouse, or the Energy Wall in Hem), EDF R&D experiments with new ways of reaching out and raising awareness among vulnerable populations.
3.3.1.1.4 Consumer health and safety
The EDF group’s low-carbon generation has a positive impact on air quality. The electricity generated offers consumers comfort that contributes to solving major public health challenges (cold chain, lighting, indoor air, indoor circulation, etc.). In terms of the precautions to be taken with electricity, EDF has deployed a full range of systems to share information and raise awareness for several years already(1).
Risk management
EDF assesses the impacts of its generation facilities on people and ecosystems, and sets up annual programmes to prevent occupational risks and improve working conditions. In 2019, the Purchasing Division’s CSR risk mapping was significantly reworked and now includes a personal health and safety risk assessment per purchasing segment.
More specifically regarding acoustic risks, the Group endeavours to manage impacts in terms of noise pollution. EDF Renewables arranges acoustic studies for every wind farm project to assess impacts and minimise them from the design stage of project development. The noise levels of turbines are part of the selection criteria for the procurement of machinery. These preventive measures are particularly carried out at international subsidiaries such as in Belgium (Luminus), the United Kingdom (EDF Energy) or Italy (Edison).
Sales offerings
Health sales offerings include advice, work, support for facility management and targeted offers. In terms of advice, the site edf.fr provides a wide range of information to improve occupants’ thermal comfort and well-being. EDF facilitates work designed to enhance comfort by establishing relations with qualified partners (EDF’s Solutions Habitat partners) and helping to finance the work. In terms of targeted offerings, the Trading Division recently began testing a new service to help seniors who live alone to remain in their homes (“Mon Parent & Moi”). In terms of facility management, Sowee offers domestic customers a connected system capable of controlling their heating, analysing air quality, weather, traffic and pollution. Dalkia has deployed SERENIS, an offer dedicated to healthcare facilities (heating, air-conditioning, etc.), ensuring both facilities’ regulatory compliance and the implementation of health risk management procedures(2).
3.3.1.1.5 A data-responsible company
Information is a critically important asset for the EDF group, particularly in digital form in our information systems. These systems must be perfectly protected, contributing to data confidentiality and integrity, business process continuity, and respect for applicable laws and regulations. The digital transformation of businesses and new business practices (collaborative, mobility, Cloud, Big Data, Internet of Things, etc.) generate both opportunities and risks in terms of information systems security. An information systems breach, whether malicious or accidental, that causes the unavailability, leakage, theft, destruction or alteration of certain information and business processes can cause significant damage to the EDF group: harm to its image, financial losses, loss of competitiveness, civil and criminal sanctions, and damage to production facilities.
The Group has redefined three complementary policies: an “Information Systems Security” policy, a “Security of Assets against Malicious Acts” policy, and a “Data management” policy.
The Information Systems Security Policy aims to guarantee the protection of information systems, which are essential to the management of the Company’s assets, as well as enabling business lines to reach out and seize Digital opportunities. So, by enabling EDF to function as an “extended company”, this policy is a factor in the success of the Group’s industrial projects. This policy sets out the security requirements, responsibilities and reference documents required to effectively protect the Group’s Information Systems. Management at each EDF group entity is responsible for ensuring the deployment of this policy throughout its organisation, with means appropriate to the challenges and risks of its business lines. The EDF group CIO, seconded by the information systems security manager, and in conjunction with the business line CIOs and entity representatives, assists the entities with the policy’s implementation. They report on the security status of EDF group information systems to IS security risk sponsors via the EXCOM.
(1) Various schemes have been set up in all relevant Group structures in France, Italy, the United Kingdom, etc. For example, EDF systematically sends a safety instruction booklet to all customers who take out a natural gas subscription. These instructions can be accessed on the edf.fr web site. Enedis also develops partnerships with organisations representing the main high-risk groups to raise awareness of the risks of fishing near power lines, or to boost cooperation in the prevention of risks relating to firefighting work near power grids. Overseas, EDF Energy in Great Britain informs its customers of the potential dangers of electricity in newsletters or on the back of bills; EDF Energy also offers a toll-free number to inform its customers about safety practices. Specific action is taken regarding the most vulnerable customers to promote their health, particularly during the winter period.
(2) Other specific dedicated offers are also available: Sérénis Bloc OP: offer dedicated to healthcare facilities with controlled-environment zones, such as operating blocks. SeniorSolution: an offer developed to help nursing homes achieve energy and economic efficiency.