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Eversource Energy
Eversource Energy: Compact Business Model Canvas for Growth, Risk & Grid Modernization
Unlock the full strategic blueprint behind Eversource Energy’s business model—this concise Business Model Canvas maps customer segments, value propositions, key partnerships, and revenue streams to show how the company scales, manages regulatory risk, and invests in grid modernization.
Partnerships
State and Regional Regulatory Agencies
Eversource works under regulators like the Connecticut Public Utilities Regulatory Authority and the Massachusetts Department of Public Utilities, which approve rate cases and set allowed return on equity (ROE)—recent ROE orders ranged ~8.5–10.0% in 2024–2025 affecting recovery of its ~$3.6bn annual capital spend (2024). Maintaining transparent filings and stakeholder engagement with these agencies is essential to secure cost recovery and long-term financial stability.
ISO New England
Eversource partners with ISO New England, the six-state regional transmission organization that dispatched 123 TWh of wholesale electricity in 2024, to secure high-voltage transmission reliability and integrate 6.5 GW of new resources added since 2020; this coordination supports grid stability and helps meet peak demand — 19.8 GW winter 2024‑25 forecast — across the New England power pool.
Renewable Energy Developers
Eversource partners with offshore wind and solar developers to meet 2025 decarbonization targets, enabling grid interconnection for projects like the 1.2 GW Sunrise Wind and 804 MW Revolution Wind; Eversource shifted from owning generation to owning transmission and interconnection assets while still enabling developers’ delivery to shore.
Municipalities and Local Governments
Eversource coordinates with 169 municipalities across Connecticut, Massachusetts, and New Hampshire to manage storm restoration—cutting average outage duration by 18% in major storms (2023 data)—and to streamline permitting for ~$1.2B in annual distribution upgrades.
- 169 municipalities served
- 18% reduction in outage duration (2023)
- $1.2B annual distribution upgrades
- Joint emergency-response plans and permitting
Technology and Infrastructure Vendors
Eversource partners with vendors for advanced metering, grid-automation software, transformers and substations, enabling its smart-grid rollout that reduced outage minutes by 12% in 2024 and supported $1.1B capital investments in T&D (transmission & distribution) that year.
These vendors supply leak-detection tech for gas and predictive-maintenance tools for electric circuits, cutting inspection costs ~15% and helping Eversource meet its 2030 carbon-reduction targets.
- Advanced metering: vendor-built AMI supporting 1.9M meters
- Grid software: real-time SCADA/ADMS platforms
- Physical equipment: transformers, substations for 2024 upgrades
- Gas leak detection: sensor networks + analytics
- Predictive maintenance: ML models reducing failures ~10–15%
Eversource: Regulator-backed ROE, major renewables partnerships, $3.6B capex recovery
Eversource relies on regulators (CT PURA, MA DPU) for ROE/rate recovery (~8.5–10.0% orders in 2024–25) and ISO New England for transmission ops (123 TWh dispatched, 19.8 GW winter peak 2024‑25); it partners with offshore wind/solar developers (Sunrise 1.2 GW, Revolution 804 MW), 169 municipalities, and vendors (1.9M AMI meters) to secure reliability, decarbonization, and $3.6B capex recovery.
| Partner | Key metric |
|---|---|
| Regulators | ROE 8.5–10.0% |
| ISO‑NE | 123 TWh; 19.8 GW peak |
| Developers | Sunrise 1.2 GW; Revolution 804 MW |
| Municipalities | 169; outage ↓18% |
| Vendors | 1.9M AMI; $1.1B T&D 2024 |
What is included in the product
Detailed Word Document
A concise, investor-ready Business Model Canvas for Eversource Energy outlining customer segments, channels, value propositions, key resources, activities, partners, cost structure, and revenue streams, reflecting its regulated utility operations, grid modernization and renewable integration strategy, competitive advantages, SWOT-linked insights, and practical use for presentations, funding discussions, and strategic validation.
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High-level view of Eversource Energy’s business model with editable cells, condensing utility strategy, grid investments, and customer segments into a single, shareable page for quick review and team collaboration.
Activities
Infrastructure Maintenance and Grid Hardening
A primary activity is continuous inspection, repair and upgrades of ~44,000 miles of electric lines and 9,300 miles of natural gas pipelines, with annual capital spending of about $2.6 billion in 2024 for reliability and safety. Grid hardening—vegetation management, pole reinforcement and automated switch installation—targets resilience against more frequent Northeast storms, reducing outage minutes and supporting a goal to cut major storm restoration time by ~20%.
Energy Transmission and Distribution
Eversource Energy focuses on safe, reliable delivery of electricity, natural gas, and water from supply to end-users, operating ~4.4 million electric and gas customers across CT, MA, and NH as of 2025. Real-time SCADA monitoring and load/pressure control keep system SAIDI (outage duration) targeted below industry averages; capital spend for 2025–2027 includes $10.6B for T&D upgrades to reduce interruptions and support grid resilience.
Regulatory Compliance and Rate Case Filing
Eversource must run continuous regulatory proceedings to adjust customer rates and recover investments; its 2024 rate cases in Massachusetts, Connecticut, and New Hampshire sought roughly $1.2 billion in annual revenue increases to cover grid upgrades and resiliency projects.
Filings include capital-justification studies and compliance proofs for state safety and environmental mandates; winning these cases is the main lever to secure predictable returns and supported Eversource’s 2024 ROE target near 9.8% in approved tariffs.
Clean Energy Integration
Customer Service and Billing Operations
Eversource manages billing for about 4.3 million electric and gas customers using integrated billing systems, online payment portals, and automated reconciliation to process billions in annual revenue—$9.8 billion in 2024—while resolving service inquiries through staffed call centers and digital chat for outage reporting and energy-efficiency advice.
Efficient operations keep customer satisfaction scores near industry medians (J.D. Power 2024 regional rankings) and help meet state regulatory performance metrics, reducing average call handle time and missed appointments that can trigger fines.
- 4.3 million customers
- $9.8 billion revenue (2024)
- call centers + digital platforms for outages
- targets: lower handle time, fewer missed appointments
Eversource invests $10.6B in T&D (2025–27) to boost resilience, speed restores & enable 1.2GW DER
Eversource runs inspection, repair and $10.6B T&D capex (2025–27) across ~44,000 electric miles and 9,300 gas miles, serving ~4.4M customers with $9.8B revenue (2024); grid hardening and ADMS/DERMS aim for ~20% faster storm restore and readiness for 1.2GW distributed capacity by 2025.
| Metric | Value |
|---|---|
| Customers | ~4.4M |
| Revenue 2024 | $9.8B |
| T&D capex 2025–27 | $10.6B |
| Electric miles | ~44,000 |
| Gas miles | 9,300 |
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Resources
Extensive Physical Asset Base
Eversource Energy’s most significant resource is its network of transmission towers, 77,000+ miles of distribution lines, 9,900 substations and roughly 4,600 miles of natural gas mains, forming the backbone of New England’s delivery system and reflecting about $32 billion in utility plant investment as of 2024.
Skilled Technical Workforce
Eversource relies on ~7,500 skilled lineworkers, engineers, and technicians (company 2024 workforce data) with specialized high-voltage and gas-safety training; this human capital supports daily grid operations and enables rapid storm restoration—Eversource restored 95% of customers within 72 hours after its largest 2023 storms. Retention and training remain strategic priorities, with >$120M invested in workforce development and safety training in 2024.
Regulatory Franchises and Licenses
Eversource Energy holds exclusive regulatory franchises to serve parts of Connecticut, Massachusetts, and New Hampshire, creating intangible monopoly-like rights that limited competition and secured roughly 3.5 million electric and 4.4 million gas customer access points across its service territory as of 2024; these licenses underpin stable revenue—2024 utility revenues totaled $11.9 billion—but remain conditional on meeting state performance and safety metrics set by regulators, including reliability targets and annual system investment reviews.
Financial Capital and Credit Access
Eversource relies on strong access to debt and equity markets to fund capital-intensive projects; as of 2025 it targeted $10.7 billion in 2025–2027 capital investments and kept debt-to-capital around 57% to preserve investment-grade ratings.
That liquidity bridges upfront construction costs until recovery via regulated customer rates, supporting multi-year programs and credit metrics that keep borrowing costs favorable.
- 2025–2027 capex plan: $10.7B
- Debt-to-capital ~57% (2025)
- Maintains investment-grade ratings to lower borrowing costs
- Liquidity covers construction-to-rate recovery gap
Data and Information Technology Systems
- 3.7M customer transactions/month
- 30,000+ monitored grid assets
- 12% reduction in outage minutes (2023)
- $300M annual IT/cyber spend (2024)
- Integrated OT/IT cybersecurity, no major breaches through 2024
Eversource: $32B utility, 7.9M customers, $10.7B capex and 7.5k workforce
Eversource’s key resources are its $32B utility plant (77,000+ miles lines, 9,900 substations, 4,600 miles gas mains), ~7,500 trained workforce, exclusive regulatory franchises serving ~7.9M customer access points, secured capital markets supporting $10.7B capex (2025–27) at ~57% debt-to-capital, and an IT/OT platform (3.7M monthly transactions, 30k assets, $300M IT spend).
| Metric | Value |
|---|---|
| Utility plant | $32B (2024) |
| Distribution | 77,000+ miles |
| Substations | 9,900 |
| Gas mains | 4,600 miles |
| Workforce | ~7,500 (2024) |
| Customer access | ~7.9M (2024) |
| Capex plan | $10.7B (2025–27) |
| Debt-to-capital | ~57% (2025) |
| IT spend | $300M (2024) |
Value Propositions
Reliable Energy and Water Delivery
Eversource delivers reliable electricity, gas, and water, targeting <0.1% annual unplanned outage rates and meeting peak winter loads above 9 GW capacity in New England to keep homes and businesses running. This operational consistency—backed by $6.8 billion 2024 regulated utility capital investments and >99.99% safety compliance—underpins its regulatory standing and social license to operate.
Enhanced System Resilience
Eversource boosts system resilience by investing about $3.6 billion in grid hardening and modernization from 2024–2026, cutting outage minutes per customer by targeted 20% and shrinking large-event restoration times through sensors, automated switches, and stronger poles.
Commitment to Decarbonization
Eversource advances state decarbonization by building transmission to integrate offshore wind and utility-scale solar, supporting New England targets like Massachusetts’ 2035 100% clean electricity mandate; in 2024 Eversource invested about $1.1 billion in grid modernization projects that enable ~7 GW of renewables, cutting regional CO2 by an estimated 2–3 million metric tons annually and aligning its business with long-term state sustainability goals.
Energy Efficiency Programs
Eversource provides home energy audits, rebates for high-efficiency appliances, and industrial energy-management services that cut customer usage and bills; in 2024 its efficiency programs delivered 1.2 million MWh savings and helped avoid roughly 450,000 metric tons CO2, supporting state targets and reducing peak demand costs.
- 1.2M MWh saved (2024)
- ~450k tCO2 avoided (2024)
- Rebates for appliances, audits, industrial EM services
- Reduces customer bills and peak demand charges
Safety and Public Health
Eversource prioritizes safe operation of gas and electric systems to protect the public, investing $300+ million in 2024 on leak detection and pipeline safety programs and targeting a 25% reduction in reportable incidents vs 2020.
The company also spends millions annually on high-voltage asset inspections and provides clean, reliable water services in New Hampshire, serving ~200,000 customers with regulatory-compliant treatment and <1% contamination incidents in 2024.
- $300M+ 2024 safety investments
- 25% cut in reportable incidents since 2020
- ~200,000 NH water customers
- <1% water contamination incidents in 2024
Eversource: >9GW capacity, <0.1% outages, $6.8B capex and $4.0B+ resilience & renewables spend
Eversource delivers reliable electricity, gas, and water with >9 GW peak capacity, <0.1% unplanned outage rate, $6.8B regulated utility capex (2024), and >99.99% safety compliance, while investing $3.6B (2024–2026) in grid hardening, $1.1B in renewables-enabling projects, and $300M+ in gas safety (2024).
| Metric | 2024/2024–26 |
|---|---|
| Peak capacity | >9 GW |
| Unplanned outage rate | <0.1% |
| Regulated capex | $6.8B (2024) |
| Grid hardening | $3.6B (2024–26) |
| Renewables projects | $1.1B (2024) |
| Safety spend | $300M+ (2024) |
Customer Relationships
Regulated Service Model
The relationship is a standardized, regulated service model: state public utility commissions set rates and terms, so most residential and commercial customers get uniform treatment and universal access; Eversource reported $9.2 billion in 2024 regulated revenues, reinforcing scale. The company keeps trust via transparent billing disclosures and meeting state-mandated service-quality metrics, including a 99.98% average 2024 grid reliability (SAIDI/SAIFI compliance).
Digital Self-Service Portals
Eversource’s digital self-service portals and mobile apps let customers manage accounts, pay bills, and track usage; in 2025 over 65% of residential customers used these channels, cutting call-center volume ~30%.
Portals now show real-time outage maps and personalized energy-saving tips—customers who used recommendations reduced usage by ~7% annually, saving an average $55/year.
Dedicated Account Management
For large industrial and commercial clients, Eversource assigns dedicated account managers who deliver tailored support for complex energy needs, driving projects that cut demand by 5–15% through efficiency programs and CHP (combined heat and power) solutions. These teams manage large-scale power requirements and target 99.99% reliability SLAs for critical operations, helping regional employers lower energy spend—often saving $100k–$2M annually per site.
Community Outreach and Education
Eversource runs local events, safety workshops, and school programs that reached about 150,000 people in 2024, reinforcing its image as a supportive regional partner and boosting customer trust ahead of grid upgrades.
Philanthropic grants and sponsorships totaled $12.3 million in 2024, often tied to outreach promoting new infrastructure projects and community benefits, which helps reduce local opposition and speeds permitting.
- Reached ~150,000 residents in 2024
- $12.3M in community grants (2024)
- Focus: safety education, project benefits
Emergency Communications
During major storms and system failures, Eversource keeps a high-touch link with customers via frequent texts, emails, and social media updates, providing restoration timelines to preserve trust; in 2024 the company reported a 12% improvement in post-event customer satisfaction after enhancing outage communications.
Accurate, timely updates are tied to customer satisfaction metrics and regulatory scores, reducing complaint rates—Eversource noted a 9% drop in outage-related complaints in 2023 after rolling out expanded alerting.
- Frequent multi-channel alerts: text, email, social
- 2024: 12% boost in post-event satisfaction
- 2023: 9% fewer outage complaints
- Restoration timelines central to trust and regulatory ratings
Eversource: Reliable 99.98% grid, 65% digital use, $9.2B revenue & $12.3M community grants
Eversource delivers standardized regulated service with strong digital self-service (65% channel use in 2025) and high reliability (99.98% avg 2024), plus dedicated account managers for large clients (5–15% demand cuts; $100k–$2M savings/site). Community outreach reached ~150,000 people and $12.3M grants in 2024; outage communications improved post-event satisfaction +12% (2024).
| Metric | 2024–25 |
|---|---|
| Regulated revenue | $9.2B (2024) |
| Grid reliability | 99.98% (2024) |
| Digital use | 65% residential (2025) |
| Community reach | 150,000 people (2024) |
| Grants | $12.3M (2024) |
| Post-event satisfaction | +12% (2024) |
Channels
Physical Distribution Network
The most direct channel is Eversource Energy’s physical distribution network—wires, poles, transformers, pipelines—serving ~4 million electric and 1.4 million gas customers in CT, MA, and NH; it is the exclusive route for energy delivery, so maintenance and growth drive capex (Eversource budgeted $9.3 billion 2024–2026 for transmission, distribution, and gas system work).
Online Web Portal
The Online Web Portal is Eversource Energy’s central customer hub, handling bill pay, enrollments in efficiency programs, and outage updates for 4.4 million customers across CT, MA, and NH; in 2024 the portal processed over 60% of bill payments and delivered 1.2 million efficiency program enrollments. The portal offers detailed usage analytics (hourly and monthly), personalized savings estimates, and is the primary channel for rate-change notices and initiatives such as the 2025 $200 million customer efficiency portfolio.
Mobile Application
The Eversource mobile app lets customers report outages and get push updates on restoration in real time; in 2024 the company logged 18% of outage reports via mobile, speeding median response updates by 22 minutes. The app also supports mobile payments and paperless billing, with 42% of residential customers using digital billing in 2024, meeting preferences of younger, digitally-native users.
Customer Call Centers
Traditional phone-based support remains vital for Eversource Energy, resolving complex billing issues and emergency reports; in 2024 Eversource handled ~9 million customer contacts across channels, with call centers staffed to manage surge volumes during storms (peak increases >300%).
Call reps offer human touch for customers preferring direct interaction or urgent needs that online tools cannot meet; average speed-to-answer targets are under 45 seconds during normal operations and scaled with overtime/temporary hires in major weather events.
- Handles complex billing and emergencies
- ~9 million customer contacts in 2024
- Storm surges >300% call volume
- Target speed-to-answer <45 seconds
- Uses overtime and temp staff for scaling
Paper and Electronic Billing
- ~3.6M customers (2024)
- Includes kWh usage comparisons
- Lists assistance programs (CARE, LIHEAP)
- Supports $1.2B receivables
Eversource: $9.3B capex, 4M electric/1.4M gas customers, 42% digital billing
Eversource delivers energy via its physical network to ~4M electric/1.4M gas customers and uses digital portals, a mobile app, phone centers, and monthly statements to transact, support outages, and drive programs; 2024 metrics: $9.3B capex (2024–26 plan), ~9M contacts, 42% digital billing, 60% portal payments, $1.2B receivables.
| Channel | Key 2024 metric |
|---|---|
| Physical network | ~4M electric/1.4M gas customers; $9.3B capex (2024–26) |
| Web portal | 60% bill payments; 1.2M efficiency enrollments |
| Mobile app | 18% outage reports; 42% digital billing |
| Phone & statements | ~9M contacts; $1.2B receivables; 3.6M statements |
Customer Segments
Residential Households
Residential households—over 3 million accounts across Connecticut, Massachusetts, and New Hampshire—rely on Eversource for electricity, heating, and water; they show stable baseline demand but a price elasticity that raises churn risk when rates rise (average residential revenue per account about $1,900 in 2024).
Small and Medium Businesses
Local small and medium businesses—retail stores and restaurants—need highly reliable power to protect perishable inventory and POS systems; in 2024 Eversource reported average SAIDI (outage duration) improvements of 12% year-over-year, helping reduce downtime risk. Eversource offers cost-focused programs—specialized billing, time-of-use rates, and free small-business energy audits that in pilot programs cut bills by ~8% annually.
Industrial and Large Commercial
Industrial and large commercial customers—large-scale manufacturers, hospitals, and data centers—consume disproportionate power and need ultra-reliable service; in 2024 Eversource served segments whose peak demand accounted for roughly 18% of regional commercial load, often requiring high-voltage ties and coordinated onsite backup (generators/UPS). These customers drive local GDP and employment, making them strategic priorities for outage prioritization and capital planning.
Municipal and Public Sector
Towns, cities, and state agencies consume energy for street lighting, schools, and public buildings and often target emissions cuts—Massachusetts set a 50% economy-wide GHG reduction by 2030—so they partner with Eversource on municipal solar and EV bus charging programs exceeding 100 MW procurements in 2024.
- Major buyers: municipalities, state agencies
- Use cases: streetlights, schools, public buildings
- 2024 example: >100 MW municipal/transport solar procurements
- Sustainability goals: 50% GHG cut by 2030 (MA)
- Role: customer and infrastructure stakeholder
Water Utility Customers
- ≈15,000 customers served
- ~120 miles of mains
- $8–12M annual O&M and compliance
- Subject to NH DES and EPA drinking-water regs
Utility Portfolio Snapshot: 3M+ Residential, 18% C&I Load, 100+MW Municipal Solar
Residential (3M+ accts; avg rev ~$1,900/yr in 2024), SMBs (pilot bill cuts ~8%; SAIDI improved 12% in 2024), Large C&I (≈18% of peak commercial load), Municipal/state (100+ MW municipal solar procured in 2024; MA 50% GHG by 2030), Water (≈15,000 customers; ~120 miles; $8–12M O&M).
| Segment | Key stats 2024 | Priority |
|---|---|---|
| Residential | 3M+ accts; $1,900 avg rev | High |
| SMB | 8% pilot bill savings; SAIDI -12% | Medium |
| Large C&I | 18% peak commercial load | High |
| Municipal/State | 100+ MW solar procured; MA 50% GHG by 2030 | Strategic |
| Water | 15,000 cust; 120 mi; $8–12M O&M | Low |
Cost Structure
Capital Expenditures for Infrastructure
The largest cost for Eversource Energy is capital expenditure to build and upgrade transmission lines, substations, and gas mains—the company planned $11.7 billion in utility capital investments for 2025–2027 to boost reliability and meet clean-energy rules.
These long-term assets are recovered via regulated rates, but require upfront financing and debt management; Eversource held $15.4 billion of long-term debt at Dec 31, 2024, to fund such projects.
Operations and Maintenance Expenses
Operations and maintenance (O&M) costs cover daily repair, vegetation management, and technical staffing; Eversource reported $1.9 billion in O&M for 2024 (SEC 10-K filed Feb 2025), roughly 14% of operating expenses, crucial to prevent outages and keep the grid at peak efficiency.
The company targets O&M optimization via drones, LiDAR, predictive analytics and process changes, citing a 7–10% expected efficiency improvement in targeted programs over 2025–2027.
Labor and Pension Obligations
Eversource faces sizeable labor and pension costs—salaries, benefits, and pension liabilities totaled about $4.2 billion in 2024, reflecting a large skilled workforce and legacy pension commitments that drive operating expense.
Competitive pay and benefits remain essential to retain technicians and engineers, and these labor costs are a central input in state rate filings that sought $1.4 billion in base rate increases across jurisdictions in 2023–2025.
Debt Servicing and Interest
Eversource holds roughly $22.5 billion of long-term debt (year-end 2024), so interest payments are a material, recurring cost; in 2024 interest expense was about $1.3 billion, cutting into net income and cash flow.
Rising rates through 2024–2025 pushed average borrowing costs higher, making debt-profile optimization—refinancing, duration management, and hedging—central to the finance team's work by late 2025.
- Long-term debt ≈ $22.5B (YE 2024)
- Interest expense ≈ $1.3B (2024)
- Rate sensitivity: higher rates raise cost of capital
- Key actions: refinance, extend maturities, hedge
Regulatory and Compliance Costs
Heavy balance-sheet and capex load: $11.7B capex, $22.5B debt, $1.3B interest
Major costs: $11.7B utility capex (2025–2027 plan), $22.5B long-term debt (YE2024) with $1.3B interest expense (2024), $1.9B O&M (2024), ~$4.2B labor/pensions (2024), and $220–300M regulatory/compliance annually.
| Item | Value |
|---|---|
| Utility capex (2025–27) | $11.7B |
| Long-term debt (YE2024) | $22.5B |
| Interest expense (2024) | $1.3B |
| O&M (2024) | $1.9B |
| Labor & pensions (2024) | $4.2B |
| Regulatory/compliance (annual) | $220–300M |
Revenue Streams
Electric Distribution Rates
Natural Gas Delivery Charges
Eversource earns regulated revenue by transporting natural gas through its New England pipeline network to residential and commercial heating customers, with charges set per therm delivered or as fixed monthly fees under state utility tariffs. This stream is highly seasonal—winter volumes can triple summer levels—contributing roughly $350–420 million in annual gas delivery revenues in 2024 for its Gas segment, up ~4% year-over-year driven by colder weather and rate adjustments.
Transmission Service Fees
Eversource earns regulated returns on its high-voltage transmission investments that move power across New England; FERC‑regulated transmission revenues were about $1.1 billion in 2024, offering stable, predictable cash flow. Transmission capex, roughly $1.8 billion in 2024 and guided to remain elevated through 2026, has been a key growth driver as the regional grid is modernized.
Water Service Rates
Energy Efficiency Incentives
Eversource earns performance-based incentives from state regulators by meeting energy-savings targets through customer efficiency programs, receiving about $120–150 million annually from such incentives in 2024 across MA, CT, and NH.
This aligns Eversource’s revenue with policy goals—reducing energy waste and cutting CO2 emissions (programs reported ~1.2 million MWh saved and ~600,000 metric tons CO2 avoided in 2024).
- 2024 incentives: $120–150M
- Energy saved: ~1.2M MWh (2024)
- CO2 avoided: ~600k metric tons (2024)
Eversource 2024: Electric delivery $4.2B, stable regulated revenues, weather-dependent volumes
| Stream | 2024 |
|---|---|
| Electric delivery | $4.2B |
| Distribution rate base | $12.5B |
| Gas delivery | $350–420M |
| Transmission | $1.1B |
| Water | 1–2% rev |
| Incentives | $120–150M |