Critical Friends Panel 5 - UK Power Networks...Q1 Q2 2015 Q1 Q2 Q3 Q4 2013 Q1 Q2 Q3 Q4 2014 Q1 Q2 Q3...

2011. UK Power Networks. All rights reserved

Critical Friends Panel 5

11 October 2013


Stakeholder Consultations:

From RIIO-ED1 to Transformation

Nazrin Mehdiyeva –

Head of Stakeholder Engagement

2


Safety and housekeeping

• No planned fire alarms

• Emergency exits

• Fire assembly points

• Toilets

• Mobile phones

• Disclosure - we intend to record our findings and publish

a report and our actions – Data Protection Consent

3


• Business plans submitted to Ofgem on 1 July

• Ofgem has undertaken public consultation on the plans

• Formal presentations and Q&A with:

– Price Control Review Forum

– Consumer Challenge Group

– Ofgem Committee of Authority

• Around 150 detailed questions received from Ofgem teams

– Primarily clarifications and confirmations

• Fast-tracking decision due in November

RIIO-ED1 business plan – Progress Update

See the plans you helped to develop at:

http://www.ukpowernetworks.co.uk/internet/en/about-us/business-plan/

Ofgem’s Critical Friends

4


Today’s Agenda

08:45 – 09:30 Registration and coffee

09:30 – 10:00 Introduction and overview of process

10:00 – 10:30 You Said / We Did: Improving Customer Service

10:30 – 11:10 Fit for RIIO: Transforming Customer Service

11:10 – 12:00 Coffee and discussion groups

12:00 – 12:45 Feedback and Q&A

12:45 – 13:00 Closing remarks

13:00 – 14:00 Lunch

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Customer Services at UK Power Networks

6

Bronwyn Bullen

Customer Insight Manager

Matt Rudling

Director of Customer Services

Kerry Potter

Customer Change Manager

Brian Bennett

Head of Communications, Brand

& Corporate Affairs

Nazrin Mehdiyeva

Head of Stakeholder Engagement


Strategy & Regulation and Network

Operations at UK Power Networks

7

Julian Rudd

Regulatory Framework and

Engagement Manager

Ben Wilson

Director of Strategy & Regulation

and CFO

Paul Smiles

Central London Manager

Liam O’Sullivan

Programme Director, Business

Transformation Project

Christopher Perkins

Streetworks Strategy

Manager


Steve Wood

Head of Commercial

Services

Nigel Hall

Head of Service

Development

Mark Adolphus

Director of

Connections

Connections at UK Power Networks

8

Frances Powell

Customer

Relationship

Manager

Iain Dilley

Key Account

Manager

Sharon

Alexander

PFI Contracts &

Customer Service

Support Manager

Angelo

Fitzhenry

Head of Highway

Services


Introduction and welcome

Gareth Spinner – Director, Noveus

Independent Chairman for LPN Critical Friends Panels

9


You Said/We Did: Improving Customer

Service

Matt Rudling –

Director of Customer Services

10


Feedback from our stakeholders

In relation to Customer Services, the following themes have

been identified as areas where we can improve:

11

Communication Vulnerable Customers

Connections Faults


We are keen to engage with our customers proactively.

If you have any suggestions, please get in touch Communication

We did You said

We will do

• Another Twitter Q&A session on 21 October. Follow us

@UKPowerNetworks to learn more

• Live webchat facilities will be introduced in the near future

• Delivering training to 3,525 staff including our

engineers

• Twitter Q&A on 28 August - lasted over 2 hours

• LinkedIn online discussion forum

• Blogs written by UKPN staff – available on our

website

• Quarterly newsletter to keep stakeholders updated

on the latest initiatives across UK Power Networks

Better engagement and

communication with

customers

12


Changes to our website

We have made

our emergency

contact numbers

much more

prominent on our

website following

customer

feedback.

13

You can also use

the postcode

checker to get

updates about a

power cut

affecting your

property.

To find out more, go to:

http://www.ukpowernetworks.co.uk/


Improved signage

In an effort to improve Customer Service we have

updated the informational banners which we use to

explain streetworks in an area. These are in

addition to the leaflets which we distribute to local

residents and businesses.

14

We have also developed magnetic whiteboards which

include information on:

• the affected area

• the estimated time of restoration

• the incident reference number

• contact information for our customers


Branded vans

Our customers told

us that our current

vans didn’t make it

clear what we do or

how to contact us

during a power cut.

We have

rebranded our

vehicles to better

explain our

presence in an

area and our

purpose as an

organisation.

15


16

Streetworks

To improve the information we provide to our customers we are rolling out a scheme for

information boards to be available on site across our regions that provide details of the

works, including the planned completion date.

We hold weekly conference calls with contractors to discuss performance, the root

causes of issues and how to make improvements.

• The average duration of

works has reduced by

12%

• The improvements we

have made have led to

the customer complaints

we received in August

being 43% less than

those we received in

January 2013


• Pro-actively notify the Emergency Planning

Teams of County Councils about power cuts that

exceed agreed triggers

• Working with the British Red Cross to enable

improved support for our vulnerable customers

• We have partnered with NEA to deliver tailored

training sessions for young carers

We are holding a session on Vulnerable Customers on

29 November 2013. For more information, please email

[email protected]

17

Vulnerable

Customers

We did You said

Develop trigger points

and partnerships

working

around Priority Service

customers

We will do

• We have launched a trial to profile networks using a range

of deprivation indices to better understand where our

vulnerable communities are


Emergency boxes for power cuts

We have developed packs for our most

vulnerable customers to provide them with

extra assistance during power outages.

The boxes include useful items such as a

torch, a landline telephone and a glow in

the dark sticker with emergency contact

information printed on it.

Initially we will be distributing 2,500 boxes

to customers on our Priority Services

Register during November.

18


We have made improved pre-application support a priority by:

• Launching our ‘Ask the Expert’ e-mail service and dealing

with 1300 enquiries to date with an average score of 10/10

• Introducing Distributed Generation surgeries to discuss

potential development sites with customers

• Revising our application form so it gives better visibility of

the factors that drive a connection charge and provides

guidance on the potential cost of a simple connection

For help on any matter relating to a

connection, or assistance with a new

connection application contact us at:

[email protected]

19

Connections

We did You said

You only want to talk to

us after we have filled

in an application

We will do

• Commence the introduction of an improved suite of

application literature from November 2013

• Launch our ‘Ask the Expert’ telephone service

from January 2014


Whilst serious incidents remain relatively rare we want

to ensure that when something does go wrong, we are

in the best possible position to restore power supplies

to our customers as quickly and safely as possible

20

Faults

We did You said

• Purchased a Mobile Command Vehicle, to be sent to

the scene of serious incidents to help restore power and

provide a base for the incident commander and the team

• For registered customers, our text message updates

are now 24/7

• We are recruiting a dedicated a London Customer

Liaison Team to support customers on site at incidents

within inner London.

Have someone to talk

to on site

We will do

• We are recruiting new staff to increase the frequency of LV

network maintenance and to ensure we have 24 hour

coverage of staff at work. For any incident this means we

should be on site in ≈ 30 minutes


Business transformation introduction

Ben Wilson –

Director of Strategy & Regulation and CFO

21

Fit for RIIO: Transforming Customer

Service

Bronwyn Bullen – Customer Insight Manager

Steve Wood – Head of Commercial Services

Kerry Potter – Customer Change Manager

22

23

Context

24

17

Primary

11

Secondary

9

Enablers

Answer customers’

calls on average

within 5 seconds

Get the lights back on

for 90% of our HV

power cuts within

2 hours

Resolve 70%

complaints

within 1 day

Average time to

connect single LV

services of 42

days

Offer 2 hr

time-banded

appointments for

site visits

Average time to

quote for single LV

services

Transformation will support delivery of many

of our RIIO-ED1 service commitments

2016

Q1 Q2

2015

Q1 Q2 Q3 Q4

2013

Q1 Q2 Q3 Q4

2014

Q1 Q2 Q3 Q4

Connections, Cust Services, Cont Hub

Back Office

Asset Management & Maintenance

©enzen

RIIO-ED1

HLD

Business Support CO Test Build Design

Business Support

Business Support CO Test Build Design

Business Support

R1

R2

R3

R4

R5

Regulatory Year 13-14 Regulatory Year 14-15 Regulatory Year 15-16 16-17 12-13

Faults

Capital Delivery & Strategic Sourcing

Business Support

CO Test Build Design



FR RR RR FR RR FR RR

Key

Release

Outcome

Financial Returns

Regulatory Returns

Process & Req

Solution Design

FR

Our journey to RIIO-ED1

© e

nze

n

© e

nze

n

02 Sep 30 Sep

10 Jan 30 Sep

28 Nov

14 Mar 15 Apr

26 Feb 20 Jun 28 Jul

12 Feb 17 Jul 14 Nov 30 Jan 30 Sep

19 May 1 Aug 28 Nov 27 Mar 30 Apr

19 May 1 Aug 28 Nov 27 Mar 30 Apr

25

The challenge

• First front-line business activity to go live

• Implementation on 28 July 2014….42 weeks and

counting!!

• Cross-business involvement and 2 partner organisations

• Success is not solely dependent upon new technology

– People

– Process

– Data and information

• Engagement is key – external stakeholders and staff

26

Starting position – Customer feedback

What did we know about our service

before we started Business

Transformation?

27

Inflexibility of Processes

Communication Service Levels

Timescales Closing down of work

Contact • Customer not sure who

to contact

• Incorrect departments

• Passed around too much

• Updates are irregular

• Information not always accurate

• Messaging inconsistent

• Inconsistent standards

• Do not do what we say we’ll do

• Customer’s needs not always

understood or considered

• Not designed to suit customer

• Laborious

• Poor explanations

• Not considerate of customer

• Too long

• Aborts and cancellations

• What is complete?

Customer Feedback

28

Inflexibility of Processes

Communication Service Levels

Timescales Closing down of work

Contact • Better visibility of contact channels

• Where requested a single point of

contact

• Speak to an operator without

hassle

• Regular updates driven by

customer need

• Information accurate and relevant

• Proactive communication

• Consistent, professional levels

• Empower customers to make

decisions

• Develop relationships

• Designed around customer needs

• Easy and efficient

• Own the problem

• Quicker and more responsive

• Stick to timings

• No aborts and cancellations

• Ensure work meets

your expectations

Known Customer Expectations

29

And then came Business Transformation…

30

Customer experience principles

1. Customer at the heart of our business

2. Stakeholder and customer engagement provides valuable

insights, driving continued service improvements

3. Customers have choice and flexibility

4. Customers needs drive timescales to deliver

5. Customer segmentation enables ‘tailor made’ services

6. Customer interactions are clearly defined so that we exceed

expectations

7. Customer experience is measured and monitored to

proactively manage satisfaction

8. A consistent UK Power Networks service standard for our

customers

31

32

Understand

our

Customer

Know our

Customer

Deliver for

our

Customer

Develop

Services for

our Customer

Serve

our

Customer

Segmentation Develop

Customer Accounts

Customer Segmentation

Business Insight

Stakeholder Insight

Assess External

Environment

Validate Concept

Develop Concept

Service Build & Delivery

Service Knowledge

Manage Request

Manage Customer

Entitlements

Manage Interactions

Our customer experience transformed

Single view of customer

and order history

Improved Customer

Experience

Intuitive ordering

of work

Faster time to receive quote, final

connection & improved fault response

Greater choice of

channels

(self service portal)

Online

tracking of account

and work history

33

Simplified and efficient

processes

Tools and training to serve our

customers better

Coffee and Discussion

Please join your discussion group:

34

Discussion Group Room Colour code

Major Connections Captivate 2 – 2nd floor

Faults 1 Smile 1 & 2 – this room

Faults 2 Illustrate – 2nd floor

Small Services Reflect – 1st floor

Customer Requests Service

Comprehensive Website Information

Multi Channel Contact Centre

Understand Customer Needs

Create Customer Profile

Intuitive Online Self Service


Onsite Technical Survey

Quote

Instant Online Quote

Instant Contact Centre Quote

Design Centre Complex Quote

Onsite Quote

Payment

Online Self Service

Contact Centre

Onsite Pay

Delivery Dates

Online Self Service Booking

Contact Centre Booking

Onsite Booking

Communication

Customer Self Service Portal

Online Portfolio Job Tracking

Proactive Customer Multi Channel Lifecycle Updates

Delivery

UK Power Networks

Deliver Work

Proactive Customer Resolution

Reinstatement Standards

Completion

Customer Sign Off

Proactive Financial Settlement

Customer Experience: Connections – Small Services

35

Our customers have choice and flexibility on how they stay connected with UK Power Networks;

online self serve portal, web chat, telephone, SMS text service, email or post and at any point can

change dependant upon need

Helpful guidance

and recent

values

associated with

local connections

available

Customer

preferences

captured to

enable tailored

services

Majority of non

complex quotes

can be instantly

agreed

Field team working

to meet customer

needs and

reinstatement

services improve

All customers

are invited to

provide

feedback on our

service

We work to meet

customer needs

on timescales to

deliver work

Customer Requests Service

Comprehensive Website Information




Account Managed Service

Quote

Cost breakdowns

Convertible Quotes

Payment

Online Self Service

Delivery Dates

Customer Need Drives Timescales

Communication

Online Portfolio Job Tracking

Proactive Customer Multi Channel Lifecycle Updates

Delivery

UK Power Networks

Deliver Work

Proactive Customer Resolution

Reinstatement Standards

Completion

Customer Sign Off

Proactive Financial Settlement

Customer Experience: Connections – Major Projects

36

Our commercial customers have choice and flexibility on how they stay connected with UK Power

Networks; including portfolio access to online self serve portal, dedicated Account Manager with multi

channel options.

Customer

preferences

captured to

enable tailored

services

Customer

understands

basis of charge

Easier to select

competitive

offers

Timescales to

deliver and

reinstate are

driven by

customer needs

All customers

are invited to

provide

feedback on our

service

Improved choice

and flexibility

Skilled Account

Manager Service

Online Portal

Website

Information

designed to

cater to varied

market

segments

Customer Contacts UKPN




Vulnerable Customers

Preferences for updates


Customer Provides Faults Details


Customer Receives Update about Job


Customer Receives Time Triggered Update


Customer Receives Job Completion Notification


Customer Receives Post Restoration Contact


37

Our customers have choice and flexibility on how they stay connected with UK Power Networks;

online self serve portal, web chat, telephone, SMS text service, email or post and at any point can

change dependant upon need

* If known,

customer

history available

straight away

* Where

appropriate,

entitlements

offered

Field team

working to meet

customer needs

and quality of

updates

improves

All customers

are invited to

provide

feedback on our

service

Customer informed

with regular

messages

* Accurate ETR

provided

* Vulnerable

Customer Policy

activated

* Automatic

updates set up

Customer Experience: Faults


Join us again:

• On 21 October for a Twitter Q&A

• On 29 November, for a session which

will focus on Vulnerable Customers

• On 6 December, for Critical Friends 6 to

discuss Corporate Social Responsibility

and Sustainability

Next steps

Before we finish

• Complete your feedback form

• Send us additional thoughts

• Invite a colleague to a session

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