Eversource Energy Business Model Canvas

Strategic suppliers deliver transformers, cables, meters and SCADA/AMI technologies to support Eversource modernization. EPC firms and line contractors augment internal crews for major projects and storm restoration. Long-term supply and services agreements stabilize costs and timelines. In 2024 Eversource committed over $10 billion in grid investments through 2028, accelerating resilient infrastructure deployment.

Regulators in CT, MA, NH shape rates, recovery and decarbonization for Eversource serving ~4.6M customers. Coordination with ISO‑NE (regional load ~7M) secures transmission revenue and reliability. Strategic suppliers, EPCs, municipalities and capital markets underwrite $3.8B 2024 capex and a ~$17B 2024–2028 investment plan.

Eversource tracks weather and stages crews and materials pre-event across a roughly 4 million-customer footprint to shorten restoration time and limit costs. Mutual assistance networks can add hundreds of extra crews to boost restoration capacity during major storms. Real-time outage maps and alerts manage customer expectations, and formal post-mortems/FEMA-style after-action reviews refine future response.

Eversource runs 24/7 control centers for ~4,000,000 electric/gas customers, uses real‑time analytics for dispatch and outage response, and executed a ~$3.9B 2024 capital program focused on hardening and pipeline integrity. Pre‑staged crews and mutual assistance (100s of crews) speed storm restoration; regulatory filings secure capital recovery and compliance.

Linemen, gas technicians, engineers and planners execute operations for Eversource, which serves about 4 million customers; roughly 9,000 employees support field and office work. Robust training and safety systems—delivered through mandatory programs and near‑miss reporting—reduce operational risk and OSHA incidents. Deep institutional knowledge enables faster storm restoration, while a safety-first culture underpins compliance and performance.

Eversource’s physical grid—thousands of miles of lines, substations and pipelines—serves ~4.5 million customers and is managed via prioritized asset-condition programs. Control centers, SCADA/AMI and cybersecurity deliver real-time operations and improved SAIDI/SAIFI. ~9,000 employees execute field work; regulatory franchises and easements secure stable demand. Investment-grade ratings and a $3.0B credit facility underpin multibillion capex.

As a regulated New England utility serving about 4 million customers across Connecticut, Massachusetts and New Hampshire, Eversource uses transparent rate structures and trackers to stabilize bills. Multi-year rate plans smooth the bill impact of capital investments, while energy-efficiency programs reduce consumption and peak demand. Customers gain clearer cost visibility and more predictable monthly charges.

Eversource delivers reliable service and fast restorations, serving ~4.4M customers (2024) with grid hardening and vegetation management. Safety and resilience backed by a $5.3B 2024 capital program reduce incidents and modernize infrastructure. Predictable rates, efficiency programs and streamlined interconnection enable affordable clean-energy adoption.

Dedicated account management provides tailored support to large commercial, industrial and public-sector customers within Eversource's approximately 4 million-customer footprint (2024). Teams coordinate energy planning and reliability solutions, align project timelines and outage mitigation, and deliver tariff guidance to optimize costs and regulatory recovery. Relationships deepen through consultative service and proactive performance reviews.

Eversource maintains 24/7 call centers and digital channels for outage reporting and real-time dispatch, issuing estimated restoration times and post-event follow-ups to improve reliability. Account portals and mobile tools serve approximately 4,000,000 customers (2024) for billing, usage and outage status. Dedicated account teams support large commercial and public customers, while assistance programs provide income-eligible discounts, payment plans and efficiency rebates.

Call centers provide live assistance to resolve complex billing, outage and restoration cases for Eversource’s about 4 million customers. An IVR platform handles routine transactions like payments and status checks, freeing agents for higher‑complexity work. Clear escalation paths connect field crews and emergency response during major events. Voice channels remain vital for real-time coordination and customer reassurance during storms.

Website/portal, mobile app, call centers and field crews serve Eversource’s ~4.3 million customers (2024), boosting self-service, outage reporting and restoration; IVR and paper options cover non-digital users; social media and alerts drive real-time updates and program enrollment.

Commercial and small business customers—about 4 million customers across CT, MA and NH (2024)—need predictable energy costs to manage margins; Eversource offers rate structures and demand programs to stabilize expenses. High power quality and rapid restoration reduce revenue losses from outages, while rebates and efficiency programs lower operating bills and local field support sustains continuity.

Eversource serves ~4.0M customers (CT, MA, NH) in 2024; residential is largest by account count, prioritizing affordability, outage transparency and efficiency. Commercial/small biz need predictable costs, power quality and demand programs. Large industrial/institutional require redundancy, tariff optimization and tailored SLAs; municipalities/critical facilities get prioritized restoration.

Severe weather mobilizes Eversource crews and logistics rapidly, driving overtime, emergency staging and contractor deployment; the U.S. saw 28 billion-dollar weather/climate disasters in 2023 totaling about $97.9 billion per NOAA. Overtime, materials and contractors create surge costs often tracked as regulatory storm expenses; Eversource records eligible costs in regulatory assets for recovery. Some expenses are deferred pending FEMA/state reimbursement and rate recovery; preparedness spending on vegetation management and hardened infrastructure reduces total impact.

Eversource cost structure centers on grid capex—2024 capex ~$3.3B, multi‑year program ~$15B through 2028—plus routine O&M for 4.4M customers (2024). Non‑cash D&A was ~$1.9B and interest expense ~$1.1B in 2024; severe‑weather surge costs (NOAA: 28 B‑$ disasters, $97.9B in 2023) drive storm expenses and regulatory recovery.

Eversource’s natural gas distribution rates generate recurring revenue to recover pipeline investments and O&M, with the gas business reporting about $1.9 billion in distribution revenue in 2024. Weather-driven demand and decoupling mechanisms (lost revenue adjustment clauses) moderate volume risk and stabilize collections. Infrastructure riders approved by regulators accelerate capital recovery, while pronounced seasonal winter peaks drive higher fourth-quarter receipts.

PUC‑approved distribution rates form Eversource’s base revenue, servicing ~4.0M customers and driving predictable cash flow; 2024 operating revenues totaled $12.24B. FERC formula transmission revenue was ~$1.2B in 2024; gas distribution revenue ~ $1.9B. Ancillary fees (pole attachments, interconnection, late fees) supplement regulated income and riders accelerate capital recovery.