Connections customer forum October 2014. 2011. UK Power Networks. All rights reserved Today’s...

Connections customer forumOctober 2014

2011. UK Power Networks. All rights reserved

Today’s agenda

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Refreshments available from 8:30am

09:00 Welcome Alasdair Wilcock

09:05 Session introduction Mark Adolphus

09:30 Our Business Transformation Programme Nigel Hall

10:05 You said – we did Alasdair Wilcock

11:00 Break

11:15 Service Development Plan 2015 Nigel Hall

12:15 Account management survey Nigel Hall

12:30 Questions, feedback All

1pm finish and lunch

Mark AdolphusDirector of Connections

Business Transformation ProgrammeNigel Hall

Scope

Front end

Mobile & delivery

Customer Portal

• New customer database and customer service processes • Instant quote at site• Workflow management • New cost estimation and quotation tool using “compatible units”• Improved scheduling capabilities• No more duplicated data entry• Consistent view of customer details and work• Smarter ways of allocating work and monitoring completion• Common quotation methods across UK Power Networks• Multiple channels and choice for customers

• Deployment of new fully integrated mobile technology• New delivery processes• Contractor management, logistics & procurement processes• Live updates on site• Customer signs off work completed• Field staff have improved access to all customer plans,

drawings and records• Paperless, fully electronic, fully integrated

• Enquiries, applications• Instant quotes• Payments and appointments• Status tracking• Less paper based forms and application• Quicker service for customers and employees• Improved access to information and the ability to self serve.

Key features for customers

• Complete and submit enquiries and other forms electronically

• Specify your preferred means of communication• Receive a “convertible quote”• Quotations to include more detailed work descriptions• Use a customer portal to view the current status of each

of your projects (enquiry to completion)• All workflows and work status tracked and monitored

internally – provides a focus on minimising time to quote and time to connect .

• Improved enquiry handling (staff will have common access to all project details)

Deployment plan

Phase 1 Phase 2 Phase 3

Front end

Mobile and Delivery

Customer Portal

- Small Services- Customer Services- General Enquiries

- Projects- Comp in Connections- Major Connections- Highway Services

Rollout 1- SPN- Contractors- Streetwork integration

Rollout 2- LPN

Rollout 3- EPN (North)

Rollout 4- EPN (South)

Our Customers

You said/We didAlasdair Wilcock, Head of Projects

2011. UK Power Networks. All rights reserved10

Q - Payment Terms - look at doing payment terms on a timeline rather than a phase by phase process, like Major Connections.

(A percentage of the quoted amount to be made every three months)

A - Payment terms are available over £250,000 for milestone payments to be made and cleared in advance of each stage of the work carried out by UK Power

Networks. We are working with stakeholders to adjust this value downwards without presenting too much risk of “capacity grabbing”.

Q - Projects to hold surgeries on a regular basis like the DG Forums

A - We are in the early stages of planning these. We expect to start in March 2015.

Q - A booklet to help customers with legal requirements

A - Inside your packs is a draft, please review and feedback any comments.


Q - Produce an application help guide on different quotes available

A - The recent edition of Connections Update offers guidance on this (in pack and sent to you from the account management team). A separate leaflet is also

being produced to cover all our quotation offers.

Q - Requested a standards forum

A - Following a request at the London forum we held a Technical forum to discuss particular issues and review new Design Standards proposed, with a

plan to engage with Stakeholders in the future. These events will be continued to maintain the dialogue.

Q - Budgets v Formal

A – From general feedback the formal quotations are often within 10% of the budget estimate but in many cases less than the budget estimate.

2011. UK Power Networks. All rights reserved 12

Q - Update on Network Reinforcement – good to see LPN but what about the other areas

A - The current load related and fault level reinforcement schemes planned for the ED1 which is from April 2015 – March 2023

88 schemes in EPN47 schemes in LPN48 Schemes in SPN

These schemes add both capacity and resilience into the network. Further details can be found on the UK Power Networks web page.

Q- Heat maps for Sub Station Loadings currently not available

A – Due to the dynamic nature of the network, we haven’t been able to develop a solution that provides useful information. We will continue to review this.

Q - Not always able to accept quote in 90 days.

A - The three month validity period is a balance between the time available to accept and the need to avoid locking up available capacity. We can be a bit flexible if a cheque payment has been delayed in the post, or if a customer

contacts us to slightly extend the validity date – on case by case basis.


Q - Produce one quote which is available for all tenders for a specific site.

A - The practicalities get in the way of this time-saving solution. Applicants request different connections for the same site.

The legal arrangements to ensure that one organisation accepting the quotation would make all other duplicate quotations invalid.

Haven’t found a way through this, yet.

Q – Make disconnections contestable

A - The Competition Development Group (representatives of ICP’s, IDNO’s and UK Power Networks) agreed on 30 September 2014 how this can work. There are some things to prepare, which will be worked on, and an implementation

plan developed. Implementation date TBA.

Q – Connections, Diversions, etc. for a single site

A – Separate application will be needed. When the customer portal is live, this can be done as applications within a single logon, so basic information will be

duplicated automatically. Tracking progress of each of the different ‘products’ will be visible in one place on the portal.

Service development plan 2015Nigel Hall, Head of Service Development


We will shortly publish a Service Development Plan that outlines the steps we will take to improve the service to our UK Power Networks Connections customers during 2015;

• The Service Development Plan is a commitment made in the UK Power Networks business plan for 2015-2023.

• The draft plan has been developed from customer feedback received this year

• We will publish the plan and provide regular updates on progress against plan.

Our strategy for service improvement

Improved pre-application support

Greater choice & flexibility

Lead time reductions

Supported by staff with good service, process & technical skills.

We now want to test our thoughts and ask for your opinion on whether you think the changes proposed will improve the service we provide.

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Connections ‘Ask the Expert’ surgeries

In early 2015, we propose launching our Ask the Expert surgeries as part of the development of our pre-application services.

What can we discuss or review at these sessions?

Any scheme at pre-application stage, so for example, network capacity, existing service capability, site layout and connection options.

How will this work?

Session will be hosted on UK Power Networks sites by our regional Design teams. The sites will be; Potters Bar, Bidder Street (London), Bury St Edmunds and Maidstone. We will ask for details of the site or development in advance of the session so that we can prepare in advance.

How do we book a session?

We will publish available dates on our website, customers can book a session by simply sending an email.

Will you provide quotes or estimates at the session?

The sessions are designed to provide pre-application support and guidance so that customer understand the options associated with a new connection, we will not be providing quotes or Budget Estimates at the surgery.

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• We recently trialled a consultation process to allow our customers to preview and comment on proposed UK Power Networks engineering design standards.

• We tested our new consultative approach during the review of our Engineering Design Standard EDS 08-0141 (HV Customer Supplies) was the trial. This was a success and we received excellent feedback which was taken into account when publishing the finalised document.

• We are now building this mechanism into our Business as Usual by;» Using an enhanced G81 website – “Documents for Comment” section» User logon to personalise interface» Subscription to documents – automatic updates» Discussion forums

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Consulting on our Design standard changes


Create and release a knowledge portal

We are creating a ‘knowledge portal’ on the UK Power Networks website providing our customers instant access to a wide range of information to support their enquiries.

The site will include information on;• How to make a Distributed Generation application • Our legal processes and requirements• Guide to Building Network Operators

These are designed to be simple and customer friendly and provide information to assist anyone interested in the connections


Issue ‘Small Works’ quotes 3 days or less

We are developing plans that will allow us to issues all ‘small works’ quotes in 3 days or less from the point of application receipt. This will apply to any applications for:

• Single phase service alterations

• New single phase services for between 1 and 4 properties

• New three phase services up to 70kVA in capacity

• Any Temporary Builders Supply (TBS) covered by the above criteria

Account Management surveyNigel Hall, Head of Service Development


Judith EdgertonCustomer Relationship Manager

07875 [email protected]

Michael HoweCustomer Relationship Manager


Frances PowellCustomer Relationship Manager


Key account management team

Iain DilleyKey Account Manager



• Customer Relationship Managers are here to support and guide you through the design and delivery processes

• We are a small team that help support a number of different customers

• We have a joint email box that is operated by all of the team so that enquiries are dealt with as quickly as possible the email address is [email protected]

Account management support

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mailto:[email protected]

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