Concurrent 14. Oral Presentation for: The human side of transition – putting people at the heart of energy transformation so no-one gets left behind
Louise Pogmore AA KPMG Australia, Sydney, NSW, Australia.
The APPEA Journal 63 - https://doi.org/10.1071/AJ22348
Published: 2 June 2023
Abstract
Presented on Wednesday 17 May: Session 14
Attitudes and behaviours towards energy transformation are varied and evolving – understanding them is critical to inform enterprise decisions. Proactive and inclusive engagement is needed to build trust, reputation and social licence. There will be more interest and acceptance in adopting new energy products and services when they are better understood and there is a shared benefit. Trust needs to be solidified as the technology and transition evolves – there are three characteristics of a trustworthy organisation: purpose, culture and reputation. If any of these are missing, trust will be undermined, and poses significant risk to reputation and social licence. Whilst some industries have embedded a customer-centric mindset – for others on the energy transformation journey it’s new. As the energy mix continues to evolve, the oil and gas industry needs to play a part in this narrative. Now is the critical time to be more human-centric as the imbalance of the energy trilemma begins to demonstrate its impact on end users. Individuals, communities and consumers can become more engaged and educated through technology and communication platforms, however anyone who will face barriers to participate or who may find the increasingly complex energy market difficult to navigate must also be considered. Principles of a more human-centric engagement need to move beyond tick the box, compliance and one off – it needs to be embedded to stay abreast of evolving needs. As transformation progresses, all must be understood, included to ensure no-one gets left behind.
To access the Oral Presentation click the link on the right. To read the full paper click here
Keywords: communities, customer, employee, energy mix, energy transformation, energy transition, energy trilemma, human centred, human-centric, inclusion, inclusive, individual, licence to operate, shared benefit, social licence, social value, stakeholder engagement.
Louise Pogmore is a Partner in KPMG’s Customer Advisory Practices and has over 25 years’ experience as a customer, community and stakeholder specialist. She helps clients become more customer-centric by bringing a clear voice of all their stakeholders into their organisation to inform evidence-based decision making, and ensure clients can meet expectations now and into the future. By focussing on the customer, community and stakeholder, she enables clients to differentiate and evolve their strategies to drive growth, reduce risk, build trust, reputation, social licence and deliver enduring and lifelong relationships. |
