MANX Utilities Case Study
How the Isle of Man's electricity provider transformed their grid infrastructure and customer experience with comprehensive smart metering solutions
Background
Manx Utilities is the provider of electricity for the Isle of Man, with a responsibility to advance the grid and support the island's net zero objectives. With no gas infrastructure on the island, the focus for advancements and sustainability is entirely on the electricity network.
As part of their long-term Net Zero 2050 strategy, Manx Utilities aims to transition to smart metering and provide consumers with the tools needed to manage their energy usage more effectively. The utility recognized the need for a comprehensive transformation that would modernize their infrastructure while enhancing customer experience.
Manx Utilities were in need of a full end-to-end solution: from managing the smart meter communications network to designing and developing an app for all consumers to manage their energy usage and make payments to their meter.
Challenges
Accurate Energy Data
Neither Manx Utilities nor customers had live visibility of their energy usage, making it difficult to optimise consumption and manage costs effectively.
Manual Meter Reads
Traditional manual meter readings were time-consuming, costly, and environmentally unsustainable, requiring regular field visits across the island.
Limited Top-up Options
Pre-pay customers had to visit physical shops to top up their meters, which was often inconvenient and limited their flexibility in managing energy payments.
Disconnected Consumer Experience
No existing digital platform for households or businesses to monitor usage or manage accounts, resulting in poor customer engagement and satisfaction.
Solution
Smart Meter Enablement
Providing the communications infrastructure (fibre and cellular) that powers the smart meter network across the island. While MANX Utilities manage the physical installation and Trilliant the communications network and headend system, we ensure secure, reliable meter data management for every device, creating a robust foundation for the smart grid transformation.
Meter Management and Data Service
Our services cover the whole life-cycle of smart meter data, including remote diagnostics, data integration and pre-pay functionality. This comprehensive approach supports both operational needs and regulatory compliance, ensuring seamless meter management across the entire network.
Smarter Living App
The Hildebrand team built a custom app tailored to Manx Utilities needs, serving both residential and commercial customers. Key features include live electricity monitoring, pre-pay balance visibility, top-up functionality via the app or participating retail stores, account management and energy insights that empower customers to take control of their energy usage.
Technical Support
To ensure a smooth experience with our service, Hildebrand provides a Tier 1 Customer Support portal so Manx Utilities can troubleshoot issues themselves. When escalation is required, the Hildebrand customer service team offers responsive technical support, ensuring minimal disruption to operations.
Key Implementation Features
Smart Meter Infrastructure
- • Fibre and cellular communications network
- • Secure, reliable data transfer
- • Remote diagnostics capabilities
- • Automated meter reading systems
Customer Experience
- • Live electricity monitoring
- • Pre-pay balance visibility
- • Mobile app top-up functionality
- • Energy insights and analytics
Data Management
- • Local Isle of Man data hosting
- • Full regulatory compliance
- • Data integration services
- • Secure data governance
Support Services
- • Tier 1 Customer Support portal
- • Responsive technical support
- • Self-service troubleshooting
- • Escalation management
Impact & Results
Operational Achievements
- Successfully enabled smart meter data management across 25,000 meter points
- Thousands of top-ups processed weekly through the Smarter Living app
- Reduced need for field visits, lowering operational emissions
- Improved grid optimisation capabilities
Customer Benefits
- Direct access to real-time energy data
- Greater flexibility and control over energy use
- Convenient mobile app for account and payment management
- Enhanced energy insights and analytics
Compliance & Security
All data is securely hosted and managed within the Isle of Man data centres, ensuring full regulatory compliance and locally governed control. This approach provides Manx Utilities with complete data sovereignty while meeting all local and international regulatory requirements.
"Since 2022, Hildebrand have supported Manx Utilities successfully enable smart meter connectivity across 25,000 meter points - giving customers direct access to their energy data while assisting Manx in improving grid optimisation."— Manx Utilities
Future Outlook
Hildebrand has equipped Manx Utilities with the tools needed to support the next phase of energy innovation on the island. With scalable architecture, which can support demand-side response, dynamic tariffs, and seamless integration with future renewable energy sources, the infrastructure ensures Manx Utilities can continue meeting evolving operational and regulatory needs.
The foundation established through this partnership positions Manx Utilities to lead the way in smart grid innovation while staying aligned with their Net Zero 2030 mission. The scalable platform will support future technologies and services as the energy landscape continues to evolve.
We look forward to continuing our partnership and driving further impactful progress together as Manx Utilities advances toward their sustainability goals and enhances customer experience across the Isle of Man.
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