The human side of transition – putting people at the heart of energy transformation so no-one gets left behind

Abstract

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.