LIGHTHOUSE FOR ENERGY / REGIONAL RETAIL
Cost to serve
Connect customer events to activity, capacity and cost.
Explore the regional retail book. It is separate from the selected 6,020-account offer portfolio. Open selected book → · Sign in for Ask Lighthouse and saved decisions →
Against no uptake
Same period and market assumptions. Compare the offer and staffing changes with the baseline.
| Economic measure | Baseline | Scenario | Movement |
|---|---|---|---|
| Revenue · excluding GST | $1.27B | $1.27B | -$463.69K |
| Service cost | $14.36M | $14.89M | $535.35K |
| Sales / acquisition cost | $2.04M | $2.04M | $0 |
| Bad-debt cost | $4.17M | $4.17M | $5.58K |
| Pre-subsidy contribution | -$184.58M | -$185.07M | -$483.02K |
The first-bill workload
Weekly customer contacts, with dated event lags
View data
Baseline callsScenario calls
Activity economics
Workload flows into the same costing engine used by CTS
| Activity | Business unit | Volume | Required FTE | Extra FTE | Activity cost |
|---|---|---|---|---|---|
| Product Swaps2026:cts-001 | Sales | 13,016 | 1.58 | 0 | $65,816 |
| Join2026:cts-002 | Sales | 107,913 | 10.25 | 0 | $427,963 |
| Movers2026:cts-003 | Sales | 72,037 | 5.95 | 0 | $248,649 |
| Business Sales2026:cts-004 | Sales | 5,627 | 0.6 | 0 | $24,888 |
| Outbound Followup2026:cts-005 | Sales | 90,282 | 9.55 | 0 | $398,950 |
| EV2026:cts-006 | Sales | 3,827 | 0.42 | 0 | $17,358 |
| Join - Spare2026:cts-007 | Sales | 28,281 | 3.17 | 0 | $132,601 |
| Movers - Spare2026:cts-008 | Sales | 6,787 | 0.54 | 0 | $22,393 |
| Inbound Voice2026:cts-009 | Service | 575,685 | 71.94 | +1.05 | $2,353,554 |
| Outbound Voice2026:cts-010 | Service | 111,001 | 8.21 | +0.72 | $268,441 |
| Email2026:cts-011 | Service | 519,984 | 59.85 | +2.87 | $1,957,999 |
| Webchat2026:cts-012 | Service | 26,325 | 0.36 | +0.19 | $11,843 |
| Supervisor escalation line2026:cts-013 | Service | 25,843 | 8.5 | +3.34 | $278,015 |
| Product Swap (Existing Cust)2026:cts-014 | Service | 20,019 | 1.25 | 0 | $40,855 |
| Inbound Call/Email (Webchat) [SPARE]2026:cts-015 | Service | 51,953 | 5.68 | 0 | $185,871 |
| Outbound voice [SPARE]2026:cts-016 | Service | 6,677 | 0.44 | 0 | $14,528 |
| Email [SPARE]2026:cts-017 | Service | 29,277 | 3.92 | 0 | $128,278 |
| Product Swap (Existing Cust)2026:cts-018 | Service | 2,211 | 0.15 | 0 | $4,945 |
| % Prod Swaps /customer2026:cts-019 | Service | 0 | 0 | 0 | $0 |
| Customer Feedback survey responses2026:cts-020 | Service | 4,285 | 0.78 | 0 | $25,602 |
| Critical care forms2026:cts-021 | Service | 6,855 | 0.42 | 0 | $13,652 |
| WF Planning2026:cts-022 | Service | 0 | 0 | 0 | $0 |
| Management of b2b outlook inboxes2026:cts-023 | Operations | 18,423 | 4.15 | +1.45 | $143,053 |
| Self Reads2026:cts-024 | Operations | 22,985 | 0.34 | 0 | $11,587 |
| Tariff changes2026:cts-025 | Operations | 74,425 | 7.25 | 0 | $250,123 |
| Incorrect tariff configuration reports2026:cts-026 | Operations | 1,799 | 0.77 | 0 | $26,451 |
| Billing exceptions2026:cts-027 | Operations | 54,986 | 1.24 | 0 | $42,866 |
| Best offer control2026:cts-028 | Operations | 17,138 | 2.69 | +0.61 | $92,904 |
| Outbound final billing error2026:cts-029 | Operations | 17,995 | 3.29 | 0 | $113,393 |
| Overdue billing report2026:cts-030 | Operations | 89,899 | 0 | 0 | $0 |
| Electricity reading exceptions2026:cts-031 | Operations | 1,201,818 | 2.35 | 0 | $81,140 |
| Gas reading exceptions2026:cts-032 | Operations | 699,004 | 8.51 | 0 | $293,646 |
| Billing tickets - Overdue2026:cts-033 | Operations | 3,615 | 0.7 | 0 | $24,298 |
| Billing tickets - Billing team2026:cts-034 | Operations | 61,855 | 6.78 | 0 | $233,863 |
| Billing tickets - Mram2026:cts-035 | Operations | 2,571 | 0.63 | 0 | $21,601 |
| Billing tickets - SM and solar2026:cts-036 | Operations | 11,317 | 1.24 | 0 | $42,788 |
| Register alterations2026:cts-037 | Operations | 0 | 0 | 0 | $0 |
| Backdated overcharge closures2026:cts-038 | Operations | 14,139 | 2.58 | 0 | $89,095 |
| Product swap administration (hours)2026:cts-039 | Operations | 4,031 | 0.13 | 0 | $4,516 |
| Billing Escalations/complex issues2026:cts-040 | Operations | 1,200 | 0 | 0 | $0 |
| QA2026:cts-041 | Operations | 0 | 0 | 0 | $0 |
| Activity@Operations_calcs:3532026:cts-042 | Operations | 0 | 0 | 0 | $0 |
| Management of metering b2b outlook inboxes2026:cts-043 | Operations | 0 | 0 | 0 | $0 |
| Gas meter faults2026:cts-044 | Operations | 5,559 | 2.03 | 0 | $70,059 |
| Customer initated smart meter requests2026:cts-045 | Operations | 6,867 | 4.39 | 0 | $151,451 |
| Meter fault and issue notifications2026:cts-046 | Operations | 4,043 | 1.77 | 0 | $61,144 |
| New connections2026:cts-047 | Operations | 571 | 0.13 | 0 | $4,318 |
| Electricity meter alts (simple)2026:cts-048 | Operations | 2,143 | 0.31 | 0 | $10,803 |
| Electricity meter alts (complex)2026:cts-049 | Operations | 1,286 | 0.09 | 0 | $3,241 |
| Gas meter alts2026:cts-050 | Operations | 3,994 | 1.46 | 0 | $50,335 |
| Elec Abolishment requests2026:cts-051 | Operations | 3,561 | 0.52 | 0 | $17,951 |
| Gas abolishment requests2026:cts-052 | Operations | 1,526 | 0.46 | 0 | $16,027 |
| Abolishment QA2026:cts-053 | Operations | 2,520 | 0.38 | 0 | $12,704 |
| Decommisioning (processing abolishments)2026:cts-054 | Operations | 5,087 | 0.37 | 0 | $12,822 |
| Invoicing third parties for metering works2026:cts-055 | Operations | 1,799 | 0.33 | 0 | $11,336 |
| 02026:cts-056 | Operations | 0 | 0 | 0 | $0 |
| Solar configuration requests (simple)2026:cts-057 | Operations | 5,012 | 0.24 | 0 | $8,422 |
| Solar configuration requests (complex)2026:cts-058 | Operations | 1,253 | 0.24 | 0 | $8,422 |
| Metering area QA2026:cts-059 | Operations | 3,599 | 1.31 | 0 | $45,357 |
| Complex escalations2026:cts-060 | Operations | 643 | 0.31 | 0 | $10,805 |
| Management of b2b transfers inbox's (elec and gas)2026:cts-061 | Operations | 91,938 | 1.34 | 0 | $46,347 |
| Management of service orders inbox2026:cts-062 | Operations | 27,582 | 0.34 | 0 | $11,587 |
| Management of b2b inbox2026:cts-063 | Operations | 9,194 | 0.67 | 0 | $23,174 |
| Management of life support inbox2026:cts-064 | Operations | 9,194 | 0.13 | 0 | $4,635 |
| Reporting remediations De-en rejections2026:cts-065 | Operations | 1,799 | 0.13 | 0 | $4,534 |
| Reporting remediations De-en NFD2026:cts-066 | Operations | 1,260 | 0.1 | 0 | $3,176 |
| Reporting remediations notified party2026:cts-067 | Operations | 8,997 | 0.33 | 0 | $11,339 |
| Reporting remediations De-en consumer changed date2026:cts-068 | Operations | 4,499 | 0.22 | 0 | $7,484 |
| Reporting NSW Remote Re-en2026:cts-069 | Operations | 13,496 | 0.22 | 0 | $7,484 |
| Reporting De-en SMS2026:cts-070 | Operations | 900 | 1.31 | 0 | $45,370 |
| Gains transactions2026:cts-071 | Operations | 71,080 | 2.08 | 0 | $71,664 |
| Gains objections2026:cts-072 | Operations | 12,596 | 0.46 | 0 | $15,874 |
| Gains admin review2026:cts-073 | Operations | 134,962 | 1.31 | 0 | $45,357 |
| Gains winbacks2026:cts-074 | Operations | 17,995 | 2.63 | 0 | $90,715 |
| Gains Exceptions (concurrent etc)2026:cts-075 | Operations | 0 | 0 | 0 | $0 |
| Loss - Transactions2026:cts-076 | Operations | 17,995 | 0.66 | 0 | $22,679 |
| Loss - Backdated2026:cts-077 | Operations | 26,992 | 0.66 | 0 | $22,678 |
| Loss - Lost in error2026:cts-078 | Operations | 13,496 | 1.31 | 0 | $45,357 |
| Loss Exceptions2026:cts-079 | Operations | 22,680 | 0.76 | 0 | $25,407 |
| NMI Mirn inbound exceptions2026:cts-080 | Operations | 107,970 | 2.63 | 0 | $90,715 |
| Payment & Receipt allocation2026:cts-081 | Credit-Collections | 0 | 0 | 0 | $0 |
| Credit Checks & Exceptions2026:cts-082 | Credit-Collections | 33,376 | 2.03 | +0 | $69,863 |
| Payment Exception & Management2026:cts-083 | Credit-Collections | 14,139 | 0.52 | 0 | $17,755 |
| -2026:cts-084 | Credit-Collections | 0 | 0 | 0 | $0 |
| Collections / Over due (call success)2026:cts-085 | Credit-Collections | 279,436 | 18.71 | 0 | $643,329 |
| Collections / Over due (call attempts)2026:cts-086 | Credit-Collections | 69,966 | 1.96 | 0 | $67,360 |
| Collections / Over due (email)2026:cts-087 | Credit-Collections | 117,464 | 2.15 | 0 | $73,754 |
| Hardship / Vulnerable / Financial difficulty2026:cts-088 | Credit-Collections | 44,687 | 7.79 | 0 | $267,676 |
| Retention - Ex-Gratia2026:cts-089 | Credit-Collections | 17,138 | 2.09 | 0 | $71,738 |
| Refunds2026:cts-090 | Credit-Collections | 17,995 | 1.1 | 0 | $37,663 |
| Debt recovery - Merc & Write-off2026:cts-091 | Credit-Collections | 89,899 | 2.41 | 0 | $82,788 |
| Debt Write-off2026:cts-092 | Credit-Collections | 1,865 | 0.33 | 0 | $10,929 |
| Vacant Consumptions / Occupiers/Disconnections2026:cts-093 | Credit-Collections | 1,201,818 | 2.93 | 0 | $219,576 |
| Concessions2026:cts-094 | Credit-Collections | 699,004 | 4.79 | 0 | $359,185 |
| -2026:cts-095 | Credit-Collections | 0 | 0 | 0 | $0 |
| -2026:cts-096 | Credit-Collections | 56,836 | 0 | 0 | $0 |
| -2026:cts-097 | Credit-Collections | 2,356 | 0 | 0 | $0 |
| -2026:cts-098 | Credit-Collections | 10,379 | 0 | 0 | $0 |
| -2026:cts-099 | Credit-Collections | 0 | 0 | 0 | $0 |
| -2026:cts-100 | Credit-Collections | 12,961 | 0 | 0 | $0 |
| -2026:cts-101 | Credit-Collections | 3,699 | 0 | 0 | $0 |
| -2026:cts-102 | Credit-Collections | 3,927 | 0 | 0 | $0 |
| -2026:cts-103 | Credit-Collections | 0 | 0 | 0 | $0 |
| Activity@Credit-Collections_calcs:3852026:cts-104 | Credit-Collections | 0 | 0 | 0 | $0 |
| Product Swaps2027:cts-001 | Sales | 13,016 | 1.58 | 0 | $32,908 |
| Join2027:cts-002 | Sales | 107,913 | 10.71 | 0 | $223,673 |
| Movers2027:cts-003 | Sales | 72,037 | 6.22 | 0 | $129,956 |
| Business Sales2027:cts-004 | Sales | 5,627 | 0.62 | 0 | $13,007 |
| Outbound Followup2027:cts-005 | Sales | 90,282 | 9.98 | 0 | $208,510 |
| EV2027:cts-006 | Sales | 3,827 | 0.43 | 0 | $9,072 |
| Join - Spare2027:cts-007 | Sales | 28,281 | 3.32 | 0 | $69,304 |
| Movers - Spare2027:cts-008 | Sales | 6,787 | 0.56 | 0 | $11,703 |
| Inbound Voice2027:cts-009 | Service | 575,685 | 75.23 | +1.13 | $1,230,561 |
| Outbound Voice2027:cts-010 | Service | 111,001 | 8.76 | +0.93 | $143,273 |
| Email2027:cts-011 | Service | 519,984 | 63.17 | +3.61 | $1,033,251 |
| Webchat2027:cts-012 | Service | 26,325 | 0.42 | +0.24 | $6,908 |
| Supervisor escalation line2027:cts-013 | Service | 25,843 | 9.2 | +3.81 | $150,573 |
| Product Swap (Existing Cust)2027:cts-014 | Service | 20,019 | 1.25 | 0 | $20,427 |
| Inbound Call/Email (Webchat) [SPARE]2027:cts-015 | Service | 51,953 | 5.94 | 0 | $97,145 |
| Outbound voice [SPARE]2027:cts-016 | Service | 6,677 | 0.46 | 0 | $7,593 |
| Email [SPARE]2027:cts-017 | Service | 29,277 | 4.1 | 0 | $67,044 |
| Product Swap (Existing Cust)2027:cts-018 | Service | 2,211 | 0.16 | 0 | $2,584 |
| % Prod Swaps /customer2027:cts-019 | Service | 0 | 0 | 0 | $0 |
| Customer Feedback survey responses2027:cts-020 | Service | 4,285 | 0.82 | 0 | $13,381 |
| Critical care forms2027:cts-021 | Service | 6,855 | 0.44 | 0 | $7,135 |
| WF Planning2027:cts-022 | Service | 0 | 0 | 0 | $0 |
| Management of b2b outlook inboxes2027:cts-023 | Operations | 18,423 | 4.37 | +1.56 | $75,473 |
| Self Reads2027:cts-024 | Operations | 22,985 | 0.35 | 0 | $6,056 |
| Tariff changes2027:cts-025 | Operations | 74,425 | 7.58 | 0 | $130,726 |
| Incorrect tariff configuration reports2027:cts-026 | Operations | 1,799 | 0.8 | 0 | $13,825 |
| Billing exceptions2027:cts-027 | Operations | 54,986 | 1.24 | 0 | $21,433 |
| Best offer control2027:cts-028 | Operations | 17,138 | 2.83 | +0.65 | $48,851 |
| Outbound final billing error2027:cts-029 | Operations | 17,995 | 3.44 | 0 | $59,265 |
| Overdue billing report2027:cts-030 | Operations | 89,899 | 0 | 0 | $0 |
| Electricity reading exceptions2027:cts-031 | Operations | 1,201,818 | 2.46 | 0 | $42,408 |
| Gas reading exceptions2027:cts-032 | Operations | 699,004 | 8.9 | 0 | $153,473 |
| Billing tickets - Overdue2027:cts-033 | Operations | 3,615 | 0.74 | 0 | $12,699 |
| Billing tickets - Billing team2027:cts-034 | Operations | 61,855 | 7.08 | 0 | $122,228 |
| Billing tickets - Mram2027:cts-035 | Operations | 2,571 | 0.65 | 0 | $11,290 |
| Billing tickets - SM and solar2027:cts-036 | Operations | 11,317 | 1.3 | 0 | $22,363 |
| Register alterations2027:cts-037 | Operations | 0 | 0 | 0 | $0 |
| Backdated overcharge closures2027:cts-038 | Operations | 14,139 | 2.7 | 0 | $46,565 |
| Product swap administration (hours)2027:cts-039 | Operations | 4,031 | 0.14 | 0 | $2,360 |
| Billing Escalations/complex issues2027:cts-040 | Operations | 1,200 | 0 | 0 | $0 |
| QA2027:cts-041 | Operations | 0 | 0 | 0 | $0 |
| Activity@Operations_calcs:3532027:cts-042 | Operations | 0 | 0 | 0 | $0 |
| Management of metering b2b outlook inboxes2027:cts-043 | Operations | 0 | 0 | 0 | $0 |
| Gas meter faults2027:cts-044 | Operations | 5,559 | 2.12 | 0 | $36,616 |
| Customer initated smart meter requests2027:cts-045 | Operations | 6,867 | 4.59 | 0 | $79,155 |
| Meter fault and issue notifications2027:cts-046 | Operations | 4,043 | 1.85 | 0 | $31,956 |
| New connections2027:cts-047 | Operations | 571 | 0.13 | 0 | $2,257 |
| Electricity meter alts (simple)2027:cts-048 | Operations | 2,143 | 0.33 | 0 | $5,646 |
| Electricity meter alts (complex)2027:cts-049 | Operations | 1,286 | 0.1 | 0 | $1,694 |
| Gas meter alts2027:cts-050 | Operations | 3,994 | 1.52 | 0 | $26,308 |
| Elec Abolishment requests2027:cts-051 | Operations | 3,561 | 0.54 | 0 | $9,382 |
| Gas abolishment requests2027:cts-052 | Operations | 1,526 | 0.49 | 0 | $8,376 |
| Abolishment QA2027:cts-053 | Operations | 2,520 | 0.38 | 0 | $6,639 |
| Decommisioning (processing abolishments)2027:cts-054 | Operations | 5,087 | 0.39 | 0 | $6,701 |
| Invoicing third parties for metering works2027:cts-055 | Operations | 1,799 | 0.34 | 0 | $5,925 |
| 02027:cts-056 | Operations | 0 | 0 | 0 | $0 |
| Solar configuration requests (simple)2027:cts-057 | Operations | 5,012 | 0.26 | 0 | $4,402 |
| Solar configuration requests (complex)2027:cts-058 | Operations | 1,253 | 0.26 | 0 | $4,402 |
| Metering area QA2027:cts-059 | Operations | 3,599 | 1.37 | 0 | $23,706 |
| Complex escalations2027:cts-060 | Operations | 643 | 0.33 | 0 | $5,647 |
| Management of b2b transfers inbox's (elec and gas)2027:cts-061 | Operations | 91,938 | 1.4 | 0 | $24,223 |
| Management of service orders inbox2027:cts-062 | Operations | 27,582 | 0.35 | 0 | $6,056 |
| Management of b2b inbox2027:cts-063 | Operations | 9,194 | 0.7 | 0 | $12,112 |
| Management of life support inbox2027:cts-064 | Operations | 9,194 | 0.14 | 0 | $2,422 |
| Reporting remediations De-en rejections2027:cts-065 | Operations | 1,799 | 0.14 | 0 | $2,370 |
| Reporting remediations De-en NFD2027:cts-066 | Operations | 1,260 | 0.1 | 0 | $1,660 |
| Reporting remediations notified party2027:cts-067 | Operations | 8,997 | 0.34 | 0 | $5,926 |
| Reporting remediations De-en consumer changed date2027:cts-068 | Operations | 4,499 | 0.23 | 0 | $3,912 |
| Reporting NSW Remote Re-en2027:cts-069 | Operations | 13,496 | 0.23 | 0 | $3,911 |
| Reporting De-en SMS2027:cts-070 | Operations | 900 | 1.37 | 0 | $23,712 |
| Gains transactions2027:cts-071 | Operations | 71,080 | 2.17 | 0 | $37,455 |
| Gains objections2027:cts-072 | Operations | 12,596 | 0.48 | 0 | $8,297 |
| Gains admin review2027:cts-073 | Operations | 134,962 | 1.37 | 0 | $23,706 |
| Gains winbacks2027:cts-074 | Operations | 17,995 | 2.75 | 0 | $47,412 |
| Gains Exceptions (concurrent etc)2027:cts-075 | Operations | 0 | 0 | 0 | $0 |
| Loss - Transactions2027:cts-076 | Operations | 17,995 | 0.69 | 0 | $11,853 |
| Loss - Backdated2027:cts-077 | Operations | 26,992 | 0.69 | 0 | $11,853 |
| Loss - Lost in error2027:cts-078 | Operations | 13,496 | 1.37 | 0 | $23,705 |
| Loss Exceptions2027:cts-079 | Operations | 22,680 | 0.76 | 0 | $13,279 |
| NMI Mirn inbound exceptions2027:cts-080 | Operations | 107,970 | 2.75 | 0 | $47,412 |
| Payment & Receipt allocation2027:cts-081 | Credit-Collections | 0 | 0 | 0 | $0 |
| Credit Checks & Exceptions2027:cts-082 | Credit-Collections | 33,376 | 2.12 | +0 | $36,520 |
| Payment Exception & Management2027:cts-083 | Credit-Collections | 14,139 | 0.54 | 0 | $9,280 |
| -2027:cts-084 | Credit-Collections | 0 | 0 | 0 | $0 |
| Collections / Over due (call success)2027:cts-085 | Credit-Collections | 279,436 | 19.56 | 0 | $336,234 |
| Collections / Over due (call attempts)2027:cts-086 | Credit-Collections | 69,966 | 2.05 | 0 | $35,206 |
| Collections / Over due (email)2027:cts-087 | Credit-Collections | 117,464 | 2.24 | 0 | $38,547 |
| Hardship / Vulnerable / Financial difficulty2027:cts-088 | Credit-Collections | 44,687 | 8.14 | 0 | $139,900 |
| Retention - Ex-Gratia2027:cts-089 | Credit-Collections | 17,138 | 2.18 | 0 | $37,494 |
| Refunds2027:cts-090 | Credit-Collections | 17,995 | 1.15 | 0 | $19,684 |
| Debt recovery - Merc & Write-off2027:cts-091 | Credit-Collections | 89,899 | 2.52 | 0 | $43,269 |
| Debt Write-off2027:cts-092 | Credit-Collections | 1,865 | 0.33 | 0 | $5,712 |
| Vacant Consumptions / Occupiers/Disconnections2027:cts-093 | Credit-Collections | 1,201,818 | 3.06 | 0 | $114,761 |
| Concessions2027:cts-094 | Credit-Collections | 699,004 | 5 | 0 | $187,727 |
| -2027:cts-095 | Credit-Collections | 0 | 0 | 0 | $0 |
| -2027:cts-096 | Credit-Collections | 56,836 | 0 | 0 | $0 |
| -2027:cts-097 | Credit-Collections | 2,356 | 0 | 0 | $0 |
| -2027:cts-098 | Credit-Collections | 10,379 | 0 | 0 | $0 |
| -2027:cts-099 | Credit-Collections | 0 | 0 | 0 | $0 |
| -2027:cts-100 | Credit-Collections | 12,961 | 0 | 0 | $0 |
| -2027:cts-101 | Credit-Collections | 3,699 | 0 | 0 | $0 |
| -2027:cts-102 | Credit-Collections | 3,927 | 0 | 0 | $0 |
| -2027:cts-103 | Credit-Collections | 0 | 0 | 0 | $0 |
| Activity@Credit-Collections_calcs:3852027:cts-104 | Credit-Collections | 0 | 0 | 0 | $0 |
Calculation and allocation checks
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Exact-cent cohort CTS allocation1489060827 cents versus 1489060827 cents
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Exact-cent monthly CTS allocation1489060827 cents versus 1489060827 cents
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Exact-cent cohort acquisition allocation203675128 cents versus 203675128 cents
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Exact-cent monthly acquisition allocation203675128 cents versus 203675128 cents
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Pinned CTS total across service and acquisition1692735955 cents versus 1692735955 cents