At the 2024 Electro Mobility Summit in Auckland, Danusia Wypych, CEO of ChargeNet, offered valuable insights into the operation of New Zealand’s largest public EV charging network. ChargeNet, which has been pivotal in shaping the country’s EV charging infrastructure, is attuned to diverse customer needs, supporting users ranging from regular EV drivers to first-time users. As Wypych shared, the company’s mission isn’t just about installing chargers; it’s about understanding evolving patterns in EV usage, supporting various EV models, and maintaining an infrastructure that offers reliable uptime for every session. Here’s how ChargeNet is adapting to these needs.
Supporting diverse types of customers
Wypych emphasised the significance of catering to a wide range of EV drivers, from early adopters to those who charge occasionally or only while on a long trip. These customers require unique approaches. As she described, “The fleet customer is different from the regular individual user, and the regular individual user is different from someone who only uses our service on road trips and actually can’t really remember what they did last time.” To help infrequent users, ChargeNet has designed user-friendly communications through its app, guiding them step-by-step and providing reminders on how to initiate a charging session.
To cater to these different types of customers, ChargeNet has developed which a new app that was launched to the market recently, which offers an improved interface and helps customers find and access charging stations easily. This tool is particularly useful for first-time or irregular users who may find the charging process intimidating. The app provides simple navigation, such as a directions section that, as Wypych mentioned, lets users “click on the charger and then have the map direct you to it,” making it more accessible and user-friendly for customers across the board.
Managing the complexities of EVs and charging stations
Operating a national network of charging stations means addressing the complexities of multiple EV models and varying charger types. “Each vehicle manufacturer has a different take on how things work,” Wypych explained, noting that this complexity extends within individual brands as models evolve. Some vehicles can wait indefinitely for the charge to start, while others will give up if there’s a delay. This requires ChargeNet’s cloud infrastructure to communicate directly with the vehicle to ensure readiness and provide guidance to the driver, which adds a layer of complexity for the network.
ChargeNet has built this adaptability into its app and backend systems. For instance, certain chargers send notifications when the plug is removed from its holster, while others only send this signal when the plug is connected to a car. By normalising such variations, ChargeNet creates a seamless experience that simplifies EV charging regardless of the charger model.
Site selection and data-driven decisions
Data plays a central role in ChargeNet’s expansion strategy, and Wypych discussed how the company utilises charging data to select new locations that will benefit customers most.
“For every individual session that we have, about two million of them, we have a lot of information about that session as it occurred in real-time, what energy was offered by the charger, what the car was requesting during that session, what state of charge it came in at, what state of charge it left.”
This data helps ChargeNet identify high-demand areas and configure new sites to meet local requirements.
This analysis has led to decisions that vary by location, such as prioritising different types of chargers based on common vehicle models in a region. “So Dunedin is one of our favorite cities in the world. For CHAdeMO, it is a CHAdeMO stronghold,” she shared, explaining that the area sees many older EV models with smaller batteries that use the CHAdeMO standard. This means that session sizes tend to be smaller, while other regions with more CCS-compatible models require different charger configurations.
ChargeNet has even seen early adoption indicators in new locations, which helps refine infrastructure placement. In the North Island, one recently opened site quickly saw “remarkably large session sizes” as people opted for extended charges rather than “top-up” charges, suggesting that these vehicles are equipped with larger batteries and need more extensive charging sessions.
Uptime: Ensuring a reliable network
For ChargeNet, uptime is critical in delivering a dependable service. Customers expect charging stations to work seamlessly, and ChargeNet takes this expectation seriously, achieving high reliability across its network.
Wypych proudly stated that they had 100% uptime at over 400 charging points around the country for a period of time, highlighting the efforts of a trained technical team that maintains each charging station, along with software monitoring to detect potential issues before they become problematic.
The company’s uptime strategy involves more than just reactive maintenance; it’s a proactive approach that identifies possible future issues. ChargeNet uses “proactive upgrades of chargers and what we call hot swaps when we think that a charger is going to start struggling with the capacity or demand that it’s facing,” Wypych explained. This careful approach helps ChargeNet maintain its status as a trusted network, ensuring that EV drivers across New Zealand have reliable access to charging stations whenever they need it.
Trends in charging behavior
Customer charging behaviors have also evolved, with ChargeNet observing trends that inform how they configure chargers and manage loads. Wypych pointed out that earlier EVs with smaller batteries often required shorter, top-up charging sessions, newer models with larger batteries now frequently demand longer charging periods.
At some sites, ChargeNet noticed a pattern where people are charging from 20% to 80% battery capacity. This range, as Wypych shared, aligns well with charging efficiency and battery health, as most EVs charge more quickly up to about 80%. The larger session sizes and the trend toward longer, deeper charging sessions indicate that people increasingly rely on ChargeNet’s stations not just for top-ups but as core stops on their journeys.
This shift in user behavior is essential for ChargeNet’s future planning. “We look at site selection and how will people charge, where will people charge, and when will people charge, having that sort of insight helps us build them in charging speeds and the investment from our side of the table,” Wypych stated. Data-driven planning means that ChargeNet can better meet evolving customer needs, offering efficient and convenient charging solutions.
Preparing for seasonal and geographic demand variations
ChargeNet also considers seasonal trends, recognising that demand for charging stations shifts significantly during holidays and long weekends. “There are times in New Zealand where a site will not be busy day in, day out and then it will become very busy for a very concentrated period of time,” Wypych explained, noting that popular holiday regions, like Coromandel, see increased demand during specific times of the year. In contrast, commercial areas experience lower usage at these times, creating a unique dynamic that ChargeNet addresses by balancing site selection and load management.
This planning approach ensures that resources are available where and when drivers need them, further supported by data-driven insights and active monitoring.
The future of ChargeNet and EV charging in New Zealand
ChargeNet’s focus on flexibility, reliability, and user-driven design has made it a vital part of New Zealand’s EV landscape. The company’s dedication to uptime, supported by a combination of proactive maintenance and responsive technical support, provides EV drivers with consistent and reliable service. Moreover, ChargeNet’s commitment to data-driven site selection and customer behavior analysis allows it to evolve alongside New Zealand’s growing EV market.
As Wypych summarised, “We believe in principle that EV adoption is great for New Zealand,” and ChargeNet is positioned to support that transition. With plans to integrate smart grids and roaming features into its charging network, the company is paving the way for an accessible and sustainable EV future across the country. By embracing technological advancements and putting user needs first, ChargeNet is setting a standard for EV charging infrastructure that can serve as a model for other regions worldwide.
