Digitally Wired: How Distribution System Operators (DSOs) are reinventing the customer experience

Distribution System Operators (DSOs) connect homes and businesses to the electricity grid. With the widespread rollout of smart meters, DSOs have seized the opportunity to build dedicated web portals, giving customers direct access to their electricity data. The impact has been significant: according to a 2026 paper from E.DSO, an association gathering 37 leading DSOs, 43% of surveyed companies have experienced strong growth, with active users increasing by 200% to 300% in the past two years, reflecting a growing appetite for digital self-service. In a context of rising electricity prices, monitoring consumption has become essential for households seeking to control their energy bills and has also given rise to additional customer services. 

DSOs are no longer just focused on maintaining the grid, they are becoming digital service providers. DSO web portals now offer a growing suite of services: prosumer tools to monitor self-consumption and solar production, real-time power outage information, as well as new connection request management. These platforms are rapidly evolving from simple data dashboards into comprehensive digital gateways for the energy transition, but the levels of digital maturity still differ from other sectors and between different DSOs.

To evaluate the digital maturity of electricity distributors, our experts performed a comparative analysis of digital services for residential clients. Our benchmark reveals key insights into what sets the best customer digital experience apart. The full study provides in-depth analysis and best practices. Download the complete report now to see which are the digital leaders and why.