Incentive on Connections Engagement (ICE) Mid Year update October 2018

Transcription

1 Incentive on Connections Engagement (ICE) Mid Year update October 2018

2 Introduction Mark Adolphus Director of Connections I am proud to present the mid-year review of our Service Development (ICE) plan. I was delighted with the number of responses we received to Ofgem s consultation on our performance in and our plans for this year. Thank you to all those who took the time to respond, and so comprehensively. There was so much constructive feedback that we subsequently met with seven of the customers who responded to seek further insight into what we can do to improve the service to all of our customers. We have summarised this feedback on page 5. Because of this feedback and other conversations we have had over the past six months, we have decided to deliver a further seven initiatives before the end of this ICE cycle in March As you can see from our summary report and our plans on a page, we believe we are currently on target to deliver all of the initiatives that we committed to at the start of the year. We saw unprecedented demand for our workshops on electric vehicles and the launch event for our flexibility services tender. If you missed the events and want to talk to us about any other market changes please come and talk to us. As always, you don t need to wait until our Stakeholder Forums or the Ofgem consultation to give us feedback. If you have a great idea, or even just an observation about our current performance, you can find all of our contact details at the back of this document. Give us a call. Our market segments Highway Services Customers who want to connect street lights or Street Furniture outdoors, which is usually in the public highway. Distributed Energy Resources Customers want to connect a variety of generation technologies to our network. Metered Customers who want to connect, move or upgrade their power supply for their business premises or development project. (Domestic customer service development is covered as part of the Broad Measure of Customer Satisfaction.) ICPs & IDNOs Customers who want to use an Independent Connections Provider (ICP) or Independent Distribution Network Operator (IDNO) to manage and deliver their connections activity. p2

3 Performance against Key Output Measures April-September In Connections, we continuously strive to meet our targets. It is therefore critical that we can measure our performance. The feedback we receive from customers, whether positive or negative, allow us to develop key performance indicators which determine how well we are doing and where we need to place additional focus. Customer Satisfaction Our benchmark for customer satisfaction levels is 8.9 out of 10 and up to September 2018, we were reporting a customer satisfaction level of 8.6. This is based on a telephone survey we conduct of our customers. This is just shy of our target but we continue to speak to customers to identify how we can improve and our teams are committed to achieving our target of 8.9. Complaints Ideally, we would aim to have zero complaints however this is not always possible. From April 2018, we have received 94 complaints but are happy to report that 64% were resolved within the first day and 100% were resolved within 31 days. Satisfaction with Engagement Events Feedback is requested at all events with a series of tools in use to obtain quantitative data. Voting mechanisms are in use for customer events and additional commentary is sought through Q&A at the events and by . Trends are showing that feedback is being positively received and that our broad range of events including technical forums and customer forums are appealing to our customers requirements. This is evidenced through the 88% customer satisfaction score. Our current level for customer satisfaction levels is 8.6 out of 10 Our benchmark for customer satisfaction levels is 8.9 out of 10 86% 89% p3

4 Summary of Engagement Activity April-September % CUSTOMER SATISFACTION SCORE TECHNICAL FORUMS 322 EVENT ATTENDEES 200+ STAKEHOLDERS FOLLOW OUR CONNECTIONS ENGAGEMENT LINKEDIN GROUP 10 EVENTS 35 SCRUTINY PANELS 7 INITIATIVES ADDED TO WORKPLAN 16 Ask the Expert ASK THE EXPERT SURGERIES 3 CUSTOMER FORUMS p4

5 Issues discussed and outcome We believe from 20 responses to Ofgem s consultation that relate to UK Power Networks, there were seven customers who suggested that we could modify or improve our service in some way. We have met with each of those seven customers to discuss their needs. During the meetings we agreed: To address their issue as part of our business as usual activity or; That their suggestion(s) was already covered as part of an existing initiative to be delivered later in the year or; To create a new initiative to be delivered by end March 2019 Customer Initiative Measure Sun Credit 1. Some individuals are hard to get hold of 1. Contact details for key individuals will be published on our DG Mapping tool as part of Initiative 2.18 Lightsource 2. It would be useful if there was a place where we could see up to date Assessment & Design charges 3. We would not expect DNOs to charge the full offer acceptance fee when the Statement of Works (SoW) outcome is not known yet 1. We would welcome a clear process for when we apply for modified connections 2. We expect more up-front network information to be made available 3. We would like policy documents to be easier to find on your website 2. These are available in our CCCMS but we will also put a link on our DER pages 3. We will review our payment terms in light of this comment 1. This will be delivered as part of Initiative Increase the frequency & accessibility of Surgeries a new mid-year initiative 3. This will be delivered as part of Initiative 3.18 p5

6 Summary of feedback consultation April-September 2018 Customer Issues discussed Outcome Centrica 1. We would like clearer information on pre-application support 2. We would like clearer processes on adding Storage to existing sites 3. We would like better information on where capacity is available/ constrained 4. We would like the development of commercial markets for the procurement of DER 1. Increase the frequency & accessibility of Surgeries a new mid-year initiative 2. This will be delivered as part of Initiative This will be delivered as part of Initiative This was delivered end September as part of Initiatives & Quintas AMP Openreach TUSC 1. UK Power Networks has not developed an efficient web portal to deliver information on work plans 2. UK Power Networks need to reduce the lead-time for responding to Information requests 1. UK Power Networks need to make it easier to collate network information to help prepare an application 2. UK Power Networks need to improve the quality of the mapping data available to customers 3. UK Power Networks need to make it easier to have an timely conversation with a network planner 1. UK Power Networks does not maintain stakeholder relations at a strategic level within Openreach 2. UK Power Networks does not have a process for facilitating emergency re-connections of telecoms infrastructure (e.g. broadband cabinets) 1. UK Power Networks has resource constraints leading to inconsistencies in the level of service provided by different designers and engineers 1. UK Power Networks is developing a new web portal. This will form part of the ICE Workplan 2. Reduce the lead-time for responding to information requests a new mid-year initiative 1. Increase the frequency & accessibility of Surgeries a new mid-year initiative 2. This will be delivered as part of Initiative Contact details for key individuals will be published as part of Initiative UK Power Networks will appoint an account manager to support at a strategic level 2. UK Power Networks will work with Openreach to develop an SLA for emergency re-connections a new mid-year initiative 1. UK Power Networks will carry out a capacity review at key stages in our process a new mid-year initiative p6

7 New Initiatives added to Work Plan Customer Segments: Highway Services Metered Distributed Energy Resources ICPs & IDNOs NEW INITIATIVES Reference New Initiative Market segment Due Date Monitor Connections workload and work throughput for Quote, Delivery and Completion for three months Further to feedback in the ICE Consultation, and in response to feedback a stakeholder noted, there can be inconsistences in the level of service provided by different designers and engineers. This initiative is to understand this in more detail March Increase the frequency of DER surgeries and investigate an online booking tool Feedback from the ICE Consultation and our review of the implementation of upfront A&D suggested that customers wanted more frequent and timely pre-application support to discuss projects before committing to a formal application December Make Appendix G information more readily available to customers Customers have noted that some DNOs are providing Appendix G information earlier in the process than UK Power Networks. We will review what other DNOs are doing and apply best practice March Review our UK Power Networks DER offering against the Open Networks Pre-application Good Practice guide and publish findings and recommendations Open Networks has just published a review of DNOs pre-application support and highlighted areas of good and best practice. UK Power Networks will review this guidance and implement best practice where practicably possible March Improve the turnaround time for providing outage information to Generators by 10% and publish data Feedback from the ICE Consultation highlighted the importance of providing timely information about outages to generators currently connected to our network. UK Power Networks has committed to improve our turnaround time when we receive a request for information March Develop a pilot Jointer Only process to reconnect telecommunication cabinets located on the public highway following an emergency disconnection Ofcom are bringing in new SLAs to ensure telecoms providers reconnect their infrastructure in a timely manner. UK Power Networks will support these providers in reconnecting the electricity supply in a suitable timeframe. March Provide customers with more choice and flexibility over the services they receive For 11kV/33kV schemes, Assess opportunities to extend the current scope of contestability. Scenarios may include: A: Upgrade and Relocation of existing 11kV sub-stations, where the transformer is cost apportioned B: Disconnection of 11kV IDNO sub-stations March 2019 p7

8 Summary table of 2018 Initiatives & Progress C Service Development Plan Customer Segments: Highway Services Metered Distributed Energy Resources ICPs & IDNOs Strategy Area Reference Initiative Measure Target Date Market segment Status Improve our pre-application support 1.18 Run workshops for customers and stakeholders looking to install EV charging points Workshops held and minimum 87.5% stakeholder satisfaction achieved Complete 2.18 Deliver enhancements to the DG Mapping tool Enhancements available to customers by target date February Provide automated updates to customers on changes to design standards on the G81 site Automated updates received by customers by target date February Review the implementation of Connections Offer Expenses (upfront A&D) with customers and publish findings Review complete and findings published by target date Complete 5.18 Review the process for finalising accounts on the completion of a project Review complete and published by target date December Continue to monitor and publish the data associated with simple, non-complex, metered disconnections Disconnections data published monthly from target date Complete 7.18 Provide monthly updates to the Contracted Connections Register (CCR) Monthly updates available by target date Complete Provide ease of access to important business information 8.18 Publish a future of energy guide for Local Authorities Guide published by target date Complete 9.18 Develop new web page to act as a knowledge centre to support local energy growth Web page live by target date Complete Publish a simple guide for customers about the MPAN process, including the management of MPANs associated with Disconnections Guide published by target date Complete Publish a simple guide for the removal of an unidentified cable from site particularly in an emergency situation Guide published by target date Complete Review and re-issue template letter to assist ICPs in explaining CiC to landowners Template letter updated and published on G81 Complete Optimise CiC section of website Revised CiC pages published by target date December 2018 Target not met At risk On track Completed p8

9 Summary table of 2018 Initiatives & Progress Service Development Plan Customer Segments: Highway Services Metered Distributed Energy Resources ICPs & IDNOs Strategy Area Reference Initiative Measure Target Date Market segment Status Publish a flexibility roadmap identifying our flexibility service needs ( ) Flexibility roadmap published by target date Complete Publish tenders identifying locations for flexibility services Locations identified and tenders issued by target date Complete In addition to existing forums, continue to provide interim workshops focussed on specific topics according to stakeholder demand Workshops held and minimum 87.5% stakeholder satisfaction achieved Complete Work with customers to identify and implement enhancements to the Street Furniture fault map Enhancements available to customers by target date February Consult, develop and agree plan to implement self-service functionality for Highway Services customers Plan agreed with stakeholders and published by target date December 2018 Provide customers with more choice and flexibility over the services they receive Develop and consult on a process for dealing with metered Street Furniture (such as EV charging points) under fault conditions Where possible, make photographic evidence of the works available as part of the customer work pack on request Carry out a review of the Pilot process for priority transfers under fault conditions and publish findings Consultation published by target date March 2018 Photographic evidence of works available to customers by target date Review complete and findings published by target date January 2018 Complete Review the process for complex Disconnections / Disconnections associated with a development project and identify improvement actions Improvement actions, with implementation timescales, published by target date December Provide workshops on specific areas of EHV design to help improve quality of design submissions Workshops held and minimum 87.5% stakeholder satisfaction achieved Complete Extend scope of small service self service to include working on the interconnected network New scope available and updated documentation available by target date Complete Carry out a review of ICP part funded reinforcement activity including previous UK Power Networks and other DNO pilots, to identify learning points and optimum way forward Review complete and findings published by target date February Accelerate roll-out of FDG (active network management) from the current publicly available plan Revised plan published by target date Complete p9

10 Summary table of 2018 Initiatives & Progress Service Development Plan Customer Segments: Highway Services Metered Distributed Energy Resources ICPs & IDNOs Strategy Area Reference Initiative Measure Target Date Market segment Status Publish revised process where customers are adding equipment to existing generations sites (response to consultation published in plan (19.17)) Revised process published by target date February 2019 Provide customers with more choice and flexibility over the services they receive Review the letter of authority process, where a consultant or other customer representative is instructed to act on the customers behalf Enhance access to network drawings for ICPs via Netmap Webview Locations identified and tenders issued by target date Workshops held and minimum 87.5% stakeholder satisfaction achieved Complete Complete Improve visualisation and reporting on Flexible Distributed Generation (FDG) connections Enhancements available to customers by target date February 2019 Improve the communication and transparency associated with the delivery of connections activities Improve the process for the recording of Disconnections on site (electronic) and the issuing of Disconnections Certificate (by ) for the work completed Revised process implemented by target date February 2019 NEW INITIATIVES Provide ease of access to important business information Monitor connections workload and work throughput for Quote, Delivery and Completion for free months. Undertake analysis to understand potential areas of improvement and share findings with stakeholders Analysis published by target date March 2019 Improve our pre-application support Increase the frequency of DER surgeries and investigate an online booking tool Weekly surgeries available by target date December 2019 Provide ease of access to important business information Make Appendix G information more readily available to customers Appendix G information available by target date March 2019 Provide customers with more choice and flexibility over the services they receive Review our UK Power Networks DER offering against the Open Networks Pre-Application Good Practice Guide and publish findings and recommendations Findings published by target date March 2019 p10

11 Summary table of 2018 Initiatives & Progress Customer Segments: Highway Services Metered Distributed Energy Resources ICPs & IDNOs Service Development Plan Strategy Area Reference Initiative Measure Target Date Market segment Status NEW INITIATIVES Provide customers with more choice and flexibility over the services they receive Improve the turnaround time for providing outage information to Generators by 10% and publish data Data on turnaround times published by target date March 2019 Provide customers with more choice and flexibility over the services they receive Ofcom are bringing in new SLAs to ensure telecoms providers reconnect their infrastructure in a timely manner. UK Power Networks will support these providers in reconnecting the electricity supply in a timeframe that aligns with the new SLAs Openreach and UK Power Networks have jointly developed the pilot initiative Pilot process developed and in place with customer (Openreach) by target date March 2019 Provide customers with more choice and flexibility over the services they receive For 11kV/33kV schemes, Assess opportunities to extend the current scope of contestability. Scenarios may include: 1: Upgrade and Relocation of existing 11kV sub-stations, where the transformer is cost apportioned 2: Disconnection of 11kV IDNO sub-stations Assessment complete and findings shared with stakeholders March 2019 p11

12 //ICE Initiative #1.18 Steve Halsey, DER Development Manager Strategy Area: Improve our pre-application support Proposed Completion Date: From June 2018 Run workshops for customers and stakeholders looking to install EV charging points Workshops held and a minimum 87.5% stakeholder satisfaction achieved Meet with UK Power Networks stakeholders to identify dates and agree subject matter/ material for the workshops Arrange initial workshop Complete Complete Interest in EVs are increasing. Stakeholders purchasing an electric vehicle/providing infrastructure to support the growth of EVs may not be fully conservant with the requirements nor how/when to contact the DNO. Our workshops will provide stakeholders with the information to guide them through the application and connection process We hosted two EV workshops on 6 September and one on 13 September. Nearly 90 people attended these events and we received some useful feedback for use when planning subsequent events Overall satisfaction rating was 88% Hold workshop Complete Review feedback from initial workshop Plan subsequent workshops if appropriate Complete December 2018 Target not met At risk On track Completed p12

13 //ICE Initiative #2.18 Steve Halsey, DER Development Manager Strategy Area: Improve our pre-application support Proposed Completion Date: February 2018 Deliver enhancements to the DG mapping tool Enhancements available to customers by target date The DG mapping tool provides stakeholders with information to allow them to self-serve by providing visibility of key business data. It is important that the tool remains fit for purpose and reflects where possible stakeholders requirements We have engaged with customers since May to determine what enhancements if any they d like to see made to the DG Mapping Tool. We held a workshop on 23 May and have developed a list of 12 enhancements/improvements we plan to implement before the end of March 2019 Review 2017 low requirements and determine whether still valid Mailshot DG mailing list to request list of updates required for Hold workshop if appropriate discuss outputs of & 3 (if appropriate with IT) Complete Complete Complete Develop priority list Complete Publish plan of planned updates/enhancements Complete p13

14 //ICE Initiative #3.18 Neil Madgwick, Head of Service Delivery, Connections Strategy Area: Provide ease of access to important business information Proposed Completion Date: February 2019 Provide automated updates to customers on changes to design standards on the G81 site Automated updates received by customers by target date During a series of stakeholder telephone interviews in November 2017, we asked our CiC stakeholders if there was anything else we should be doing in the area of connection design. An ICP responded: If you were to make any changes to a standard in the library, it maybe worth firing an automated round to people saying a new version has been uploaded to flag up it s happened as WPD do this and its very useful. We had already been considering moving to a registration approach for our G81 site to enable us to track user activity and provide more focussed communications Internal requirements gathering meeting ICP requirements gathering meeting (22 May CiC workshop) Complete Complete Commence build In progress Test process November 2018 Go live February 2019 September 2018: ICP inputs gathered at the 22 May CiC workshop and new G81 site requirements agreed. G81 site in build. Customer testing currently planned for November 2018 p14

15 //ICE Initiative #4.18 Steve Wood, Head of Commercial Services Strategy Area: Provide ease of access to important business information Proposed Completion Date: October 2018 Review the implementation of upfront A&D (Connections Offer Expenses regulations) with customer and publish findings Review complete and findings published by target date From 6 April 2018, the new Connection Offer Expenses regulations enable DNOs to charge for the costs incurred in preparing a quotation (the Assessment & Design charges) before sending the customer a quotation. UK Power Networks is trialling a new process to assess the impact of these changes on our customers We will review this trial and share our findings with stakeholders Gather feedback from relvevant stakeholder workshops Review & document findings Validate findings with stakeholder groups Complete Complete Complete Assess feedback Complete Publish documentation and communicate to all stakeholders Complete This initiative has been completed. We have conducted a review of the policy, process and mechanisms and assessed the immediate impacts in terms of transaction volumes before making recommendations for future improvements. The report was published on 31 October, 2018 We have shared our findings with both the DG and Metered Customers Scrutiny Panels and obtained their Target not not met At risk At risk On track On Completed track Completed met p15

16 //ICE Initiative #5.18 Steve Wood, Head of Commercial Services Strategy Area: Provide ease of access to important business information Proposed Completion Date: December 2018 Review the process for finalising accounts on the completion of a project Review complete and published by target date Once a project has been completed, before it is considered closed, it should be reviewed and any outstanding matters should be concluded. Customers have asked that we formalise this process and provide confirmation of closure including the balancing of any outstanding financial amounts (refund or charges) 11 October 2018: Initial improvement areas identified, was shared with metered Scrutiny Panel in October for comment Meet with UK Power Networks stakeholders to identify improvement opportunities in the process following the completion of a project Discuss areas for improvement with external stakeholders and scrutiny panel members Circulate proposed improvements and implementation plan Implement improvements Review benefits including customer feedback / initiative complete Complete Complete Complete November December 2018 p16

17 //ICE Initiative #6.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide ease of access to important business information Proposed Completion Date: June 2018 Continue to monitor and publish the data associated with simple, non-complex, metered disconnections Disconnections data published monthly from target date Following on from initiatives from , customers would like the information to continue to be available We continue to publish the results online Review data capture processes Identify and confirm location to publish externally Publish and communicate to customers Complete Complete Complete Initiative complete Complete Continue to publish each month after Ongoing p17

18 //ICE Initiative #7.18 Steve Halsey, DER Development Manager Strategy Area: Provide ease of access to important business information Proposed Completion Date: From July 2018 Provide monthly updates to the Contracted (but not) Connected Register (CCR) Monthly updates available from target date The CCR (with the DG mapping tool) provides stakeholders with information to allow them to self-serve by providing visibility of key business data. It is important that the information is provided more frequently and remains fit for purpose Following an initial trial, monthly updates to the CCR have now been implemented Discuss and agree ability with internal stakeholders to be able to provide monthly updates Review process for providing information and assess whether any improvements can be made Provide first trial monthly update for review Provide first monthly update Complete Complete Complete Complete p18

19 //ICE Initiative #8.18 Lynne McDonald, Smart Grid Team Strategy Area: Business Information Educate and inform Local Authorities of the transition to DSO and opportunities of the future of energy Proposed Completion Date: September 2018 Set up collaboration and partnerships Market test and develop the guide Complete Complete Publish a future of energy guide for Local Authorities UK Power Networks has published a series of guides to provide awareness, information and guidance on key topics for target audiences. As part of our transition to DSO we aim to bring along with us all customers and stakeholders. Local Authorities as a customer group can play a critical part of the growth of local energy. Therefore it is important that we share and inform them of our transitions plans to DSO and the opportunities available to them that we can facilitate Co-design and tested handbook Complete UK Power Networks partnered UK100 to develop a guide that was tested with Councillors and Officers in a number of local authorities The guide was published on our website by the target date A useful document to share with non-experts such as Councillors to help educate them Energy Officer p19

20 //ICE Initiative #9.18 Lynne McDonald, Smart Grid Team Strategy Area: Business Information Launch new Community Energy website to improve user experience and support local energy growth Proposed Completion Date: July 2018 Develop new web page to act as a knowledge centre to support local energy growth UK Power Networks currently has a web page for Community Energy. As part of continuous improvement in providing great customer service to community energy customers and to successfully respond to the customer ask following the UK Power Networks Future Smart strategy consultation, a new web page will be launched. This will address the growing customer group and ensure we are facilitating local energy growth Set up partnership with Community Energy England Market research, co-design and production of web Complete Complete Web page live Complete A new web page was co-designed with Community Energy England and the three regional Community Energy Hubs; South, East and London The web page went live in line with the due date Future Smart Consultation feedback stakeholders asked for us to support local energy growth through information and collaboration p20

21 //ICE Initiative #10.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Provide ease of access to important business information Proposed Completion Date: September 2018 Publish simple guide to MPANs including the management of MPANs associated with Disconnections Guide published by target date The process surrounding the management of MPANs including their creation, and disconnection, can be confusing and customers often ask for clarification especially who does what Collate MPAN materials Complete Discuss areas for inclusion / frequently asked questions with stakeholders (UK Power networks & Customers) Complete Prepare draft guide Complete Complete - The MPAN guide has been completed in conjunction with stakeholders and subject matter experts from within UK Power Networks and communicated to over 700 stakeholder Click here to view the MPAN guide online This looks fine to me and covers most things we need to know Housing Developer Publish draft MPAN guide for comment and feedback Incorporate suggested changes and finalise guide Guide published, Initiative complete Complete Complete Complete p21

22 //ICE Initiative #11.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Provide ease of access to important business information Proposed Completion Date: June 2018 Publish simple guide for the removal of an unidentified cable from site particularly in an emergency situation Guide published by target date Where an unidentified cable is found customers don t know the best course of action to take, this initiative will provide a simple guide to help The guide was developed following a review of the process and published by the target date (June 2018) The guide can be found on the UK Power Networks Website here Review unidentified cable process (UK Power Networks internal) Discuss areas for inclusion / frequently asked questions with stakeholders (UK Power Networks & Customers) Complete Complete Prepare draft guide Complete Publish draft unidentified cable guide for comment and feedback Complete Incorporate suggested changes and finalise guide Guide published, Initiative complete Complete Complete p22

23 //ICE Initiative #12.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Provide ease of access to important business information Proposed Completion Date: May 2018 Draft revision to letter template & consult with the relevant ICP Complete Review and re-issue template letter to assist ICPs in explaining CiC to landowner Letter template updated and published on G81 Create as CON k (appended to the CiC Consents policy) Complete During a series of stakeholder telephone interviews in November 2017, we asked our CiC stakeholders for any improvement suggestions in the area of legal consents. An ICP responded: There is difficulty when there s a 3rd party involvement in terms of their understanding that we could be assisting or help procure the legals on your behalf. They don t understand the market. Because we re not UK Power Networks, we don t always feel that we have as much say or clout with the 3rd party to get things moving through People don t see what our role in it is Upload CON doc & publish on G81 Issue comms/revised letter template Complete Complete In consultation with stakeholders, a new draft of the Installation of new plant on third party land letter was agreed and published on 25 May Reference, CON k v1.0 is available on the UK Power Networks G81 Technical Standards Library. A communication confirming this was sent to ICPs on the 25 May 2018 p23

24 //ICE Initiative #13.18 Neil Madgwick, Head of Service Delivery, Connections Strategy Area: Provide ease of access to important business information Proposed Completion Date: December 2018 Gather ICP inputs at May CiC workshop Complete Optimise CiC section of website Revised CiC pages published by target date During a series of stakeholder telephone interviews in November 2017, several ICPs commented that the navigation within our CiC web pages could be improved. In March 2018, we launched a new, mobile-responsive website under initiative During 2018, we will work with stakeholders to upgrade the CiC content within this new website September 2018: Initial design reviewed, updates underway Agree action plan, and timescales, to implement improvements Complete Commence build Complete Test build November 2018 Go live November 2018 p24

25 //ICE Initiative #14.18 Stathis Mokkas, Smart Grid Team Strategy Area: Enhanced Service Provision Improve the information available to the DER market on our DSO flexibility needs Develop and market test roadmap Complete Proposed Completion Date: August 2018 Publish a flexibility roadmap identifying our flexibility service needs ( ) Flexibility roadmap published by target date Roadmap consultation published Complete To give the market visibility of how UK Power Networks believes the future distribution level flexibility will evolve, with input from the market in its development We have published our flexibility roadmap on our website and publicised it at a number of internal and external customer events To date we have received 14 responses to our consultation Future Smart Consultation feedback stakeholders asked for us to improve their understanding of our flexibility needs p25

26 //ICE Initiative #15.18 Stathis Mokkas, Energy Markets Lead, Smart Grid Team Strategy Area: Enhanced Service Provision Improve the information available to the DER market on our DSO flexibility needs Review reinforcement schemes Complete Proposed Completion Date: September 2018 Publish locations for flexibility services tenders Locations identified and tender dates announced Flexibility services are contracts with customers, or third party representatives, to access the customer s ability to change load and/or generation to support network investment and operations. The needs are location specific, and the sites act as a signal for customers to offer resources or develop resources in the required areas We run flexibility tenders to use customers flexibility as an alternative to network reinforcement Commercial requirements agreed Approval for schemes and tender dates Schemes and tender dates are published Complete Complete Complete We have published the locations for flexibility services on the Piclo platform. We held a flexibility event for more than 100 interested stakeholders on 1st October where we launched the Piclo platform Future Smart Consultation feedback stakeholders asked for us to continue to run flexibility tenders for Distributed Energy Resource (DER) click here p26

27 //ICE Initiative #16.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Enhanced Service Provision Proposed Completion Date: September 2018 In addition to existing forums, continue to provide iterim workshops focussed on specific topics according to stakeholder demand Workshops held and minimum 87.5% stakeholder satisfaction achieved Customers regularly identify areas of the Connections process where they would welcome a more focussed workshop and discussion with subject matter experts. This initiative aims to ensure we respond to these requests In addition to regular and scrutiny panels the following workshops have been delivered to date in : Substation Design Workshop (3) Complete EHV Design Workshop for ICPs Complete Electric vehicle Workshops (x3) Complete Metered Disconnections Workshop (CiC) Complete Identify Workshop Subject areas Publish Workshop schedule Conduct Workshops in accordance with schedule Review feedback from all workshops held and publish results in Looking Back report Complete Complete Complete March 2019 Initiative complete March 2019 p27

28 //ICE Initiative #17.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: February 2019 Work with customers to identify and implement enhancements to the Street Furniture fault map Enhancements available to customers by target date At the Highway Services forum in March, customers commended the team on the faults map and suggested asset owners be added to the map for ease of reference Identify enhancements with stakeholders at workshops Discuss feasibility of enhancements with internal stakeholders Complete Complete Develop an action plan Complete Liaise with IT for service improvements Complete We surveyed our customers to ask them what improvements they would like to see to our Street Furniture fault map We have reviewed the responses and developed a final list of improvements we will implement. We are now progressing to the build stage for these three improvements Prepare and train internal stakeholders of any changes made to assist with delivery of the enhancements November 2018 Stakeholder testing January 2019 Publish and communicate to all customers February 2019 Initiative complete February 2019 p28

29 //ICE Initiative #18.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide customers with more choice and flexibility over the services they receive Liaise with IT to see if there is an off the shelf solution Complete Proposed Completion Date: December 2018 Consult on, develop and agree plan to implement self-service functionality for Highway Services customers Plan agreed with stakeholders and published by target date Engage with internal stakeholders Engage with external stakeholders Complete Complete At the Highway Services forum in March, customers re-iterated the desire for a customer portal so they can place orders online and can monitor progress of their work We have undertaken a high level review of our current system capability and shared this with internal stakeholders We plan to discuss the review and gather requirements with our external stakeholders at our Highway Services Forum on 8 November 2018 Draft implementation plan November 2018 Agree next steps December 2018 p29

30 //ICE Initiative #19.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: March 2019 Develop and consult on a process for dealing with metered Street Furniture (such as EV charging points) under fault conditions Consultation published by target date Metered connections faults are repaired against Broad Measure of Customer Satisfaction while unmetered connections faults are repaired against the Guaranteed Standards of Performance (GSoP) both set by our regulator, Ofgem. When the GSoP time to repair a single Street Furniture fault was first implemented (up to 25 working days), this was a reasonable timescale. Elexon codes have been permitted for items that previously would have had to be metered and therefore can now be unmetered. The fault response times to repair both set of Standards differs Where the role of Street Furniture is changing (providing additional services for example, retrofitting EV charge points for electric car charging) customers have asked us to look at providing better timescales to repair Review existing process and identify suitable solution for metered connections off unmetered supplies Seek viability of the process Consult internal stakeholders Revise and incorporate amendments Develop and rollout and training plan Communicate and publish new process Complete Complete Complete December January March 2019 Implement March 2019 A review of the existing process has been undertaken and a number of potential solutions identified Proposals are currently being reviewed p30

31 //ICE Initiative #20.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: January 2019 Where possible, make photographic evidence of the works available as part of the customer work pack on request Photographic evidence of works available to customers by target date Check with compliance / owner about providing access to UK Power Networks s Work Management System (WoRMS) Agree alternative solution if above is not feasible Complete Complete At the Highway Services forum in March customers queried if it was possible to provide evidence on how groundworks were left after work had taken place. They suggested we publish photographic evidence the team agreed to identify if we could make photographic evidence available on request as we currently retain this information on our systems A review has been undertaken of the feasibility of providing photographic evidence as part of the customer work pack on request. The findings will be shared at the Highway Services Forum on the 8 November Develop process for provision November 2018 Implement initiative January 2019 p31

32 //ICE Initiative #21.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: September 2018 Audit existing process Complete Make recommendations Complete Carry out a review of the Pilot process for priority transfers under fault conditions and publish findings Review complete and findings published by target date Pilot initiative was undertaken between January 2018 to May Once review is undertaken a decision will be made with internal and external stakeholders as to whether the initiative should continue A review of the Pilot was undertaken in conjunction with the customer. The Pilot process has only been used once during the Pilot phase. A decision has been undertaken to extend the pilot and invite other stakeholders to participate. The full report has been sent to all Highway Services stakeholders Publish findings Complete p32

33 //ICE Initiative #22.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Enhanced Service Provision Proposed Completion Date: December 2018 Review the process for complex Disconnections / Disconnections associated with a development project and agree improvement actions and target timescales with stakeholders Plan published by target date Simple / Non complex Disconnections were a key focus on our Service Development Plan. Stakeholders have asked us to turn our attention to disconnections associated with a project, or complex disconnections, with a view of reducing timescales and improving the process 11 October 2018: Review of feedback completed and meeting with internal UK Power networks stakeholder held on 15th October. Output reviewed with Metered Customer Scrutiny Panel on 15 October Review feedback from workshops held in 2017 and identify improvement areas Discuss potential improvements with stakeholders Develop feedback in to a draft action plan Agree action plan, and timescales, to implement improvements Publish action Plan (Initiative Complete) Commence implementation Improvements Complete Complete Complete Complete December December 2018 Review process and satisfaction for jobs where there is a Disconnection element March 2019 p33

34 //ICE Initiative #23.18 Neil Madgwick, Head of Service Delivery, Connections Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: September 2018 Plan series of workshops Complete Issue invitations Complete Provide workshops on specific areas of EHV design to help improve quality of design submissions Workshops held and minimum 87.5% stakeholder satisfaction achieved As part of our Service Development activity, we committed to reduce the level of rejection of designs at 33kV (1.17) We captured feedback from a number of our stakeholders, in the course of a series of telephone interviews, asking for guidance on aspects of EHV design Complete EHV Design & Commissioning workshop held on the 18 June The workshop was well received with an overall satisfaction from participants of 98% The presentation can be found on our website here Really enjoyed it, thanks!! SMS Conduct workshops Complete Review feedback from workshops held and publish satisfaction results Complete p34

35 //ICE Initiative #24.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Provide customers with more choice and flexibility over the services they receive Identify documents requiring change Complete Proposed Completion Date: June 2018 Extend scope of small service to include working on the interconnected network New scope available and updated documentation available by target date Complete amendments to CON Publish / upload document to G81 & issue communication Complete Complete As part of our CiC ICE workplan we committed to enable Full Self Service for works under 70kVA (15.17). We developed a spreadsheet tool that incorporates Self- Determination of Point of Connection, Self-Approval of Design and Self Connect When we interviewed ICPs in November 2017, one ICP commented that they were not able to use this tool as we do a huge amount of work in the LPN area which is interconnected UK Power Networks documents CON , ICP Small Service Self-Service procedure v1.0 & CON a ICP Small Service Self-Service Worksheet Tool v1.0 were updated and published on the UK Power Networks G81 Technical Standards Library Communications sent to ICP stakeholders on the 29 June 2018 p35

36 //ICE Initiative #25.18 Steve Wood, Head of Commercial Services Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: February 2019 Carry out a review of ICP part funded reinforcement activity including previous UKPN and other DNO pilots, to identify learning points and optimum way forward Review complete and findings published by target date Conduct a review of the 2013 Pilot Review activity by other DNOs Publish findings & optimum way forward November January February 2019 UK Power Networks conducted the first and currently only pilot for this activity in 2013 Stakeholders expressed an interest in moving forward with this topic both in individual stakeholder interviews in November 2017 and subsequently at the 25 January CiC workshop Overall Summary In progress p36

37 //ICE Initiative #26.18 Sotiris Georgiopoulos, Head of Smart Grid Development Strategy Area: Enhanced Service Provision Proposed Completion Date: June 2019 Accelerate the roll-out of Flexible Distributed Generation (FDG) that uses Active Network Management (ANM) from the current publicly available plan Revised plan published by target date Development of new plan Complete Revised Plan Published Complete UK Power Networks previously published a plan to 2021 for the roll-out of FDG. In response to stakeholder feedback to bring forward our roll-out plans we have committed to the plans to be accelerated to 2019 UK Power Networks has accelerated the roll-out of FDG to all three license areas by two years with new roll-out plans published in our website in June The plans outline when each Grid Supply Point (GSP) will be opened for FDG connections. All GSPs in all three areas will be opened for FDG connections by then end of 2019 which means that zones that were previously planned to be opened by 2021, have been brought forward in line with this commitment Please find our East of England, South East of England and London rollout plans for flexible connections over the next two years here Stakeholders through our Future Smart Consultation (see here) asked for us to accelerate the roll out of Active Network Management in support of earlier access to flexible connections p37

38 //ICE Initiative #27.18 Steve Halsey, DER Development Manager Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: February 2019 Publish revised process where customer are adding equipment to existing generation sites (response to consultation published in plan 19.17) Revised process published by target date In we started to see an increase in the number of requests to add equipment to existing generating sites. We consulted in and stakeholders told us this was an area where clarity and improvement could be provided. The Open Networks project WS 2 P6 is also looking to provide clarity in this area. Therefore this initiative will follow/align with the output of WS 2 P6 Lead ON WS2 P6 and gain understanding of industry-wide views Share thoughts / outputs as work progresses within UK Power Networks Continue to develop proposals Share proposals with Scrutiny Panel Complete Complete Complete Complete Finalise and publish March 2019 Steve Halsey has worked with DNO colleagues to develop proposals to for Open Networks WS 2 P6 Good practice Post Connection changes and this will be published by the end of Recommendations from the Good Practice document will be introduced within UK Power Networks by March 2019 p38

39 //ICE Initiative #28.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Enhanced Service Provision Proposed Completion Date: July 2018 Review the letter of authority process, where a consultant or other customer representative is instructed to act on the customer s behalf Publish the outcome of the review by the target date Customers have told us that sometimes the process to obtain a Letter of Authority can be onerous and don t always deem it entirely necessary This initiative is to review the process with a view of simplifying it Complete The Letter of Authority (LoA) process has been reviewed and each scenario where a LoA is required has been defined. This work has been shared with stakeholders for feedback. As a result of the review the following actions will be taken: 1. Add an option, to give consent for third parties to discuss the project on behalf of the applicant, on the application form, to remove the need for a separate LoA at application stage 2. Add an option, to give consent for third parties to discuss the project on behalf of the accepting party, to give consent for (multiple) third parties on the acceptance form, to remove the need for a separate LOA at acceptance stage 3. Complete a briefing within UK Power Networks to ensure everyone involved in the process has a consistent understanding of when a Letter of Authority is required The completion and publication of the review findings complete the Service Development Plan initiative. The resulting actions will be completed by the end 2018 Identify circumstances where a Letter of Authority is required (related to Connections activities) Identify areas for improvement / opportunities to reduce the need for a letter of authority Discuss potential improvements with customers Publish the outcome of the review and invite comments Publish revisions as appropriate Complete Complete Complete Complete Complete Initiative complete Complete p39

40 //ICE Initiative #29.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: June 2018 Identify relevant users Complete Create user accounts Complete Enhance access to network drawings for ICPs via Netmap Webview Access enabled and logins issued by target date Issue logins and user guide Complete ICPs currently access network maps via our emaps tool Under initiative 3.17, we implemented a LineSearch solution for our wider customer base. Recognising ICPs need for more detailed information, we have committed to provide them with access to our Netmap Webview system Additional user credentials rolled out from 28 June to all ICPs. The RDS Support process transferred to business as usual and additional user request process established (post project implementation). Communications sent to ICP stakeholders on the 29 June 2018 completing the initiative. ICPs are encouraged to use Netmap so that we can withdraw legacy systems p40

41 //ICE Initiative #30.18 Sotiris Georgiopolous, Head of Smart Grids Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: October 2018 New web based portal for visualisation and reporting of Active Network Management (ANM) and Flexible Distributed Generation (FDG) connection performance live in a format co-designed with customers by target date UK Power Networks currently has a web portal that provides high level status information to FDG customers. As part of the continuous improvement to deliver great customer service to the FDG customers, this web portal is being upgraded to provide detailed visibility of the performance of the live ANM system as well as individual customer connection data. This will address the growing customer requests for detailed system reports, insights and granular data for system events Approval for IS Gate A project mandate Approval for IS Gate B investment case Complete Complete Complete Design Complete Complete Delivery February 2019 Currently this project is going through governance processes after which it will move into the delivery phase Requests from the FDG customers have been included in the statement of requirements in IS Gate A submission p41

42 //ICE Initiative #31.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Improve the communication and transparency associated with the delivery of connections activities and the management of outages Proposed Completion Date: February 2019 Improve the process for the recording of Disconnections on site (electronic) and the Issuing of a Disconnections Certificate (by ) for the work completed Revised process implemented by target date Meet subject matter experts and a representative group involved in the disconnections process to identify improvement areas Agree actions to improve process Complete November 2018 The way disconnections are recorded on site, and the subsequent audit trail, is often the source of challenge This initiative is to review the process and implement improvements Share proposed improvement actions with stakeholders for comment November 2018 October 2018: Initial discussions underway to agree improved process for the recording of Disconnections on site Implement improvement actions November 2018 Monitor progress thorough sample audit of completed Disconnections jobs February 2019 Publish results of audit February 2019 Initiative complete February 2019 p42

43 //ICE Initiative #32.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Reduce lead times associated with connections activities Proposed Completion Date: March 2019 Monitor Connections workload and work throughput for Quote, Delivery and Completion for three months. Undertake analysis to understand potential areas of improvement and share findings with stakeholders Analysis complete and findings shared with stakeholders Further to feedback in the ICE Consultation, and in response to feedback a stakeholder noted, there can be inconsistences in the level of service provided by different designers and engineers. This initiative is to understand this in more detail In progress Identify monitoring and reporting approach with UK Power Networks stakeholders Monitoring in progress, monthly review in place Review findings and collate stakeholder report Circulate draft stakeholder report to Scrutiny Panel Include draft findings in identifying 2019 / 2020 Workplan Initiatives for stakeholder comment Mid-November 2018 Mid-November 2018 Mid-February February February February 2019 Publish stakeholder report March 2019 p43

44 //ICE Initiative #33.18 Steve Halsey, DER Development Manager Strategy Area: Improve our pre-application support Proposed Completion Date: December 2018 Review existing surgery process and methodology November 2018 Increase the frequency of DER surgeries and investigate the use of an on-line booking tool Feedback from the ICE Consultation and our review of the implementation of upfront A&D suggested that customers wanted more frequent and timely pre-application support to discuss projects before committing to a formal application Hold internal workshop to develop revised proposals Implement trial in one DNO November November 2018 In progress Review feedback December 2018 Make changes if appropriate Implement in remaining DNOs December December 2018 p44

45 //ICE Initiative #34.18 Nuno da Fonseca, Infastructure Planning Manager Strategy Area: Provide ease of access to important business information Proposed Completion Date: March 2019 Make Appendix G information more readily available to customers Customers have noted that some DNOs are providing Appendix G information earlier in the process than UK Power Networks. We will review what other DNOs are doing and apply best practice In progress Review Appendix G provision by other DNOs Assess how information can be consistently gathered within UK Power Networks Consider how best information can be provided Implement trial in one DNO November November December January 2019 Review feedback February 2019 Make changes if appropriate Implement in remaining DNOs March March 2019 p45

46 //ICE Initiative #35.18 Steve Halsey, DER Development Manager Strategy Area: Improve our pre-application support Proposed Completion Date: March 2019 Review the UK Power Networks DER offering against the Open Networks Pre-Application Good Practice guide and publish findings and recommendations Open Networks has just published a review of DNOs pre-application support and highlighted areas of good and best practice. UK Power Networks will review this guidance and implement best practice where practicably possible In progress Review Open Networks Good practice guide Highlight areas where improvements or additions could be made Hold internal workshop and develop proposals for improvements or / additions Share proposals with Scrutiny Panel Implement proposals over a phased period which may extend into 2019 / November November November January February 2019 Review feedback March 2019 p46

47 //ICE Initiative #36.18 Richard Wilson, Outage Planning Manager Strategy Area: Provide ease of access to important business information Proposed Completion Date: March 2019 Improve the turnaround time for providing outage information to Generators by 10% and publish data Feedback from the ICE Consultation highlighted the importance of providing timely information about outages to generators currently connected to our network UK Power Networks as committed to improve our turnaround time when we receive a request for information In progress Measure existing turnaround times Review process for providing information Revise existing process if appropriate Implement trial in one DNO area November December January January 2019 Review performance February 2019 Implement in all DNO area March 2019 Report on turnaround times March 2019 p47

48 //ICE Initiative #37.18 Sharon Alexander, Customer Services Manager (Highway Services / Disconnections) Strategy Area: Provide customers with more choice and flexibility over the services they receive Proposed Completion Date: March 2019 Develop Jointer Only process Implement Jointer Only process December January 2019 Create a pilot Jointer Only process to reconnect telecommunication cabinets located on the public highway following an emergency disconnection Develop the Jointer Only process, implement with customer (Openreach) and review by target date Review Jointer Only process with pilot customers March 2019 UK Power Networks will support these providers in reconnecting the electricity supply in a suitable timeframe. Openreach and UK Power Networks have jointly developed the pilot initiative In progress p48

49 //ICE Initiative #38.18 Antony White, Stakeholder Engagement & Account Manager Strategy Area: Enhanced Service Provision Proposed Completion Date: March 2019 For 11kV/33kV schemes, assess opportunities to extend the current scope of contestability. Scenarios may include: a. Upgrade and relocation of existing 11kV sub-stations, where the transformer is cost apportioned b. Disconnection of 11kV IDNO sub-stations Assessment complete and findings shared with stakeholders Following feedback received in 2018 from ICPs and IDNOs it was agreed to consider areas to extend contestability In progress Assess scenarios to extend contestability incorporating feedback from ICPs and IDNOs Collate outcomes of assessment and share proposals with CiC Scrutiny panel for comment Update proposal / assessment based on feedback received Circulate outcome / proposals to ICPs and IDNOs December January Mid-February March 2019 p49

50 Contact Details How to contact us or call us directly: Name Position address Mobile number Mark Adolphus Director of Connections Neil Madgwick Head of Service Delivery Antony White Steve Halsey Stakeholder Engagement & Account Manager (Metered Demand & Competition in Connections) Distributed Generation Development Manager (Distributed Generation) Sharon Alexander SPN Highways Assets Customer Service Manager Upcoming Events 8 November 2018 Highway Services Customer Forum 13 November 2018 Consents Workshop (for ICPs and IDNOs) p50

51 ukpowernetworks.co.uk UK Power Networks (Operations) Limited Registered office: Newington House, 237 Southwark Bridge Road, London SE1 6NP Registered number: registered in England and Wales OCTOBER 2018 UK Power UK Power Networks Connections Engagement