EVgo Advances Network Enhancements through EVgo ReNew™ Program, Releases Best Practices to Promote Greater Industry-wide Charger Reliability
26 Septembre 2023 - 1:00PM
Business Wire
In addition to strides made as part of ReNew,
the Company debuts a new reliability best practice guide addressing
industry-wide improvements to deliver consistent charging
experiences
EVgo Inc. (NASDAQ: EVGO) (“EVgo” or the “Company”), one of the
nation’s largest public fast charging networks for electric
vehicles (EVs), today announced significant progress in network
enhancements made through EVgo ReNew™, its comprehensive
maintenance program focused on bolstering reliability and elevating
the customer experience. The ReNew program consists of six pillars
that outline the Company’s approach to reliability: Resilience,
Prevention, Diagnostics, Rapid Response, Analysis, and Continuous
Customer Service.
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EVgo Installs New Fast Charging Equipment
as Part of EVgo ReNew™ Program. (Graphic: Business Wire)
Focusing on overall network performance and the holistic
customer experience, EVgo has accomplished the following in the
different pillars of the ReNew program:
- Resilience
- ReNewed Equipment: In the first two quarters of the
year, EVgo upgraded, replaced, or decommissioned legacy equipment
at more than 120 stalls in key markets across the U.S., bringing
its cumulative total to over 350 DCFC stalls nationally since the
start of 2022.
- Focus on High Power: Nearly all EVgo stations
operationalized year to date in 2023 feature high-power 350kW fast
chargers to satisfy customer demand and future proof the
network.
- Bigger Stations: 95% of all new stations include at
least four fast charging stalls, with more than 40% of stations
under construction featuring 6+ stalls.
- Streamlined Payment: Added eight new EV models to
Autocharge+ in the last year, expanding the program to 30 eligible
vehicle models.
- Prevention and Diagnostics
- Preventative Maintenance: Performed annual preventative
maintenance and health checks on more than 1,500 stalls since the
start of 2022.
- Investment in Diagnostics Capabilities: Implemented new
tools that help predict potential issues to inform preventative
maintenance cycles.
- Extensive Vehicle Interoperability Testing: In the first
half of 2023, the team at the EVgo Innovation Lab performed
first-time interoperability testing on 14 EV models. This continued
focus on vehicle interoperability testing is critical to ensuring a
flawless “handshake” between the vehicle and available charging
equipment, and the delivery of a seamless customer experience.
- Rapid Response and Analysis
- Reduced Repair Times by Half: EVgo has cut the average
station repair time in half over the last 12 months.
- Advanced Inventory Management: New inventory management
system has been established to increase the supply of high-use
replacement components, such as charging cables, to further
expedite repair timelines.
- Continuous Customer Service
- Increased Customer Care Staffing: As utilization and
charging sessions continue to increase on the EVgo network, EVgo
made significant additions to its 24/7 EVgo Charging Crew to assist
customers with questions about their EV, account status, payment
options, charging and more, including staff with bilingual
capabilities to enable more widespread service.
- Customer Empathy Program: EVgo created a new customer
experience initiative – the EVgo Roadrunners – that replicates real
customer scenarios in the field to support the development of
solutions for common charging issues.
In addition to its work to enhance network uptime through the
ReNew program, EVgo is also now tracking “One & Done” success
rates, a measure of a driver’s ability to successfully initiate a
charging session on the first attempt. Looking at One & Done
rates provides more nuanced insight into the customer experience
than a standalone uptime metric and helps EVgo diagnose root causes
of unsuccessful charging attempts, whether due to charging
equipment, vehicle interoperability, customer education, or other
factors. EVgo’s goal is to achieve One & Done success rates of
over 95% by the end of 2023, and already improved six percentage
points over the first six months of the year through its
investments in ReNew.
“We launched EVgo ReNew in January because we know charging
infrastructure reliability is key to strengthening consumer
confidence in EVs and propelling the massive market transformation
needed to achieve an all-electric future,” said Dennis Kish, Chief
Operating Officer at EVgo. “EVgo is creating the fast charging
network that all EV drivers deserve, and we’ll continue to bolster
our network to help deliver a truly seamless customer experience
for everyone who plugs into an EVgo fast charger.”
Complementary to ReNew are EVgo’s efforts to develop customer
education programs, including Charge Talk, a video series focused
on answering EV drivers’ biggest EV charging questions, and a new
QR code campaign at select stations that links to “charging 101”
toolkits with videos and how-to content to help new EV drivers
successfully charge for the first time. The Company also launched
dealership education pilots with two automaker partners to equip
dealer staff with resources to support customers purchasing or
leasing an EV for the first time.
Drawing from more than a decade of experience deploying fast
charging infrastructure, as well as extensive technical expertise
from the engineering team at its Innovation Lab, EVgo also released
a new best practice guide on charger reliability through its
Connect the Watts™ initiative. The document outlines best practices
to address ecosystem-wide issues at the root to solve charger
reliability, with a focus on codes and standards improvements,
vehicle interoperability and more.
For more information about EVgo ReNew, visit
www.evgo.com/renew.
About EVgo
EVgo (Nasdaq: EVGO) is a leader in charging solutions, building
and operating the infrastructure and tools needed to expedite the
mass adoption of electric vehicles for individual drivers,
rideshare and commercial fleets, and businesses. Since 2019, EVgo
has purchased renewable energy certificates to match the
electricity that powers its network. As one of the nation’s largest
public fast charging networks, EVgo’s owned and operated charging
network includes around 900 fast charging locations, 60
metropolitan areas and 30 states. EVgo continues to add more DC
fast charging locations across the U.S., including stations built
through EVgo eXtend™, its white label service offering. EVgo is
accelerating transportation electrification through partnerships
with automakers, fleet and rideshare operators, retail hosts such
as grocery stores, shopping centers, and gas stations, policy
leaders, and other organizations. With a rapidly growing network,
robust software products and unique service offerings for drivers
and partners including EVgo Optima™, EVgo Inside™, EVgo Rewards™,
and Autocharge+, EVgo enables a world-class charging experience
where drivers live, work, travel and play.
Cautionary Note on Forward-Looking Statements: This press
release contains “forward-looking statements” within the meaning of
the “safe harbor” provisions of the United States Private
Securities Litigation Reform Act of 1995. Forward-looking
statements may be identified by the use of words such as
“estimate,” “plan,” “project,” “proposed,” “forecast,” “intend,”
“will,” “expect,” “anticipate,” “believe,” “seek,” “target,” “goal”
or other similar expressions that predict or indicate future events
or trends or that are not statements of historical matters. These
forward-looking statements include, but are not limited to, express
or implied statements regarding potential benefits of the EVgo
ReNew program and EVgo’s ability to improve “One & Done”
success rates and the customer charging experience in the future.
These statements are subject to numerous assumptions, risks and
uncertainties and on the current expectations of EVgo’s management,
and are not predictions of actual performance. See “Risk Factors”
in EVgo’s Annual Report on Form 10-K filed with the SEC on March
30, 2023, as well as its other filings with the SEC, copies of
which are available on EVgo’s website at investors.evgo.com,
and on the SEC’s website at www.sec.gov. All forward-looking
statements in this press release are based on information available
to EVgo as of the date hereof, and EVgo does not assume any
obligation to update the forward-looking statements provided to
reflect events that occur or circumstances that exist after the
date on which they were made, except as required by applicable
law.
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