2011. UK Power Networks. All rights reserved
Critical Friends Panel 5
11 October 2013
2013. UK Power Networks. All rights reserved
Stakeholder Consultations:
From RIIO-ED1 to Transformation
Nazrin Mehdiyeva –
Head of Stakeholder Engagement
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2013. UK Power Networks. All rights reserved
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
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2013. UK Power Networks. All rights reserved
• 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
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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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2013. UK Power Networks. All rights reserved
Customer Services at UK Power Networks
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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
2013. UK Power Networks. All rights reserved
Strategy & Regulation and Network
Operations at UK Power Networks
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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
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Steve Wood
Head of Commercial
Services
Nigel Hall
Head of Service
Development
Mark Adolphus
Director of
Connections
Connections at UK Power Networks
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Frances Powell
Customer
Relationship
Manager
Iain Dilley
Key Account
Manager
Sharon
Alexander
PFI Contracts &
Customer Service
Support Manager
Angelo
Fitzhenry
Head of Highway
Services
2013. UK Power Networks. All rights reserved
Introduction and welcome
Gareth Spinner – Director, Noveus
Independent Chairman for LPN Critical Friends Panels
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2013. UK Power Networks. All rights reserved
You Said/We Did: Improving Customer
Service
Matt Rudling –
Director of Customer Services
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2013. UK Power Networks. All rights reserved
Feedback from our stakeholders
In relation to Customer Services, the following themes have
been identified as areas where we can improve:
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Communication Vulnerable Customers
Connections Faults
2013. UK Power Networks. All rights reserved
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
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2013. UK Power Networks. All rights reserved
Changes to our website
We have made
our emergency
contact numbers
much more
prominent on our
website following
customer
feedback.
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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/
2013. UK Power Networks. All rights reserved
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.
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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
2013. UK Power Networks. All rights reserved
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.
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2013. UK Power Networks. All rights reserved
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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
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• 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
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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
2013. UK Power Networks. All rights reserved
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.
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2013. UK Power Networks. All rights reserved
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:
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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
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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
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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
2013. UK Power Networks. All rights reserved
Business transformation introduction
Ben Wilson –
Director of Strategy & Regulation and CFO
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Fit for RIIO: Transforming Customer
Service
Bronwyn Bullen – Customer Insight Manager
Steve Wood – Head of Commercial Services
Kerry Potter – Customer Change Manager
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Context
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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
CO Test Build Design
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
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Starting position – Customer feedback
What did we know about our service
before we started Business
Transformation?
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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
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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
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And then came Business Transformation…
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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
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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
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Simplified and efficient
processes
Tools and training to serve our
customers better
Coffee and Discussion
Please join your discussion group:
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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
Multi Channel Contact Centre
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
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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
Multi Channel Contact Centre
Understand Customer Needs
Create Customer Profile
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
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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
Multi Channel Contact Centre
Understand Customer Needs
Create Customer Profile
Vulnerable Customers
Preferences for updates
Multi Channel Contact Centre
Customer Provides Faults Details
Multi Channel Contact Centre
Customer Receives Update about Job
Multi Channel Contact Centre
Customer Receives Time Triggered Update
Multi Channel Contact Centre
Customer Receives Job Completion Notification
Multi Channel Contact Centre
Customer Receives Post Restoration Contact
Multi Channel Contact Centre
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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
2013. UK Power Networks. All rights reserved
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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2011. UK Power Networks. All rights reserved