Digitally Wired: How DSOs Are Reinventing the Customer Experience

For decades, electricity distribution system operators (DSOs) have operated in the background, largely invisible to end users. However, the shift toward smart grids, energy decentralization, and digital-first services has pushed DSOs into a new role: that of customer-facing digital service providers. Users now expect transparency, intuitive digital journeys, and real-time access to energy data. Meeting these expectations is not just a matter of improving customer satisfaction—it’s a key driver of the clean energy transition.

Distribution System Operators (DSO) must rely on digital services to enable a more dynamic, efficient, reliable and sustainable energy system to face the growing complexity of the grid and to empower customers to accelerate clean energy transition.

1. Changes across the energy system bring greater complexity, and reduced predictability: the energy transition calls for the integration of renewable energy sources and the electrification of various sectors and end uses, such as transportation and heating.

2. Digital services to empower customers to accelerate clean energy transition: with the adoption of smart meters, DSO’s customers are gaining greater awareness of their electricity usage and can actively participate in the energy transition through solar power generation, electric mobility, and flexibility mechanisms.

3. User adoption, consitstency and reliability...  Some challenges remain for the digitalization of electricity distribution

Sia conducted a benchmark analysis of 7 DSOs across 5 European countries, evaluating both web and mobile platforms used by residential customers. The goal? To assess their digital maturity in terms of user experience and functional scope. Using a robust scoring framework with over 40 evaluation criteria, we analyzed everything from new connection requests to smart meter data access and power outage reporting.

1. New connections: use intuitive wireframes for new applications, allowing customers to monitor their application progress and receive updates on submitted requests.

2. Power outage: offer search tools based on postcode or maps, displaying real-time updates on causes, estimated restoration time, and affected customers.

3. Smart meter data: let customers find and link their meter point to their personal account for easy access to contract, technical details and data visualization.

As electrification expands across sectors like mobility and heating, DSOs need to scale digital capabilities to meet demand. Digital platforms are no longer optional—they are strategic assets. By improving the user experience and offering comprehensive services, DSOs can empower consumers, support grid flexibility, and accelerate the energy transition.