Our ICE (Service Development) Workplan

Transcription

1 Our ICE (Service Development) Workplan

2 Introduction Mark Adolphus Director of Connections With the support of our stakeholders, Connections had a successful as we actioned 45 new initiatives to deliver the changes you have asked for and to ensure that we continue to provide a great service to our customers. Within Connections, our priority is to ensure we can meet the needs of our stakeholders by building on past improvements, focussing on the delivery of quality services, innovation and development of our capabilities in line with the changing demands of the energy sector. This workplan for has been developed in consultation with stakeholders and colleagues and is closely aligned with UK Power Networks vision to be a top class performer in the electricity distribution industry. It sets out the key activities and outcomes for the period April 2018 to March 2019 and builds on the work of previous years mindful that we need to continue to evolve and keep up with an ever-changing environment. We seek to make a positive and lasting contribution to the stakeholders we work with and we achieve this by building relationships and instilling trust in the work we do. Our Connections forums, workshops, surgeries and account management meetings provide us with the opportunity to learn what we are doing well and where improvements can be made and to better understand the challenges our customers are facing. We see this as critical to our engagement strategy as satisfied stakeholders are the greatest test of our success. Your commitment and honesty giving feedback on what we do is key to ensure that we do not become complacent and instead focus on continuous improvement and delivering a world-class service. This workplan culminates from a year s worth of engagement and will be detailed in our ICE (Service Development) Looking Back & Looking Forward report which will be published in May It incorporates improvements across all areas of Connections to ensure we strive to improve our service delivery. The plan has been endorsed internally and externally by our stakeholders and we are confident that it is a robust plan which represents what you have asked us to implement. Similar to last year, we will publish regular updates on our progress against the plan and encourage you to feedback to us at any stage throughout the year if there is something more you wish to see. I trust this workplan is an accurate reflection of our stakeholders requirements and look forward to engaging with you further as we commence delivery of the plan. pg2

3 Our Stakeholders House Builder Developer Community Energy Our market segments Local Authority Energy Supplier Highway Services Customers who want to connect street lights or street furniture outdoors, which is usually in the public highway. EV Charging installer Our Key Stakeholder Groups ICP & IDNO Distributed Energy Resources ICPs & IDNOs Customers who want to connect a variety of generation technologies to our network. Customers who want to use an Independent Connections Provider (ICP) or Independent Distribution Network Operator (IDNO) to manage and deliver their connections activity. Consultant Other Utility Employees DG Developer/ Operator 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.) pg3

4 Developing our workplan Our workplan is developed through a robust and transparent process which involves extensive stakeholder engagement over a 12 month period and which includes customer forums, scrutiny panels, customer surgeries and one-to-one meetings. This ensures that our plan is inclusive and represents what our customers have asked us to deliver. The process for delivery of our workplan is outlined below. Service Development (ICE) workplan published Stakeholder feedback gathered through the year Service improvement initiatives identified Participation in this event has saved me a lot of time and effort and my organisation a lot of money. Thank you and I look forward to working with your team throughout Marcus Lawler (Hastings Borough Council) Refined plan shared with wider stakeholder community Initiatives & targets discussed at customer forums Plans challenged by scrutiny panels Draft plan developed with targets & timescales pg4

5 Service Development Workplan Service Development Plan Customer Segments Highway Services Metered Distributed Energy Resources ICPs & IDNOs Strategy Area Reference Initiative Measure Target Date Market segment 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 1st workshop from June 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 Review the implementation of Connections Offer Expenses (upfront A&D) with customers and publish findings Review the process for finalising accounts on the completion of a project Continue to monitor and publish the data associated with simple, non-complex, metered disconnections Provide monthly updates to the Contracted Connections Register (CCR) Automated updates received by customers by target date February 2019 Review complete and findings published by target date October 2018 Review complete and published by target date December 2018 Disconnections data published monthly from target date From April 2018 Monthly updates available by target date July 2018 Provide ease of access to important business information 8.18 Publish a future of energy guide for Local Authorities Guide published by target date September Develop new web page to act as a knowledge centre to support local energy growth Web page live by target date July Publish a simple guide for customers about the MPAN process, including the management of MPANs associated with Disconnections Publish a simple guide for the removal of an unidentified cable from site particularly in an emergency situation Review and re-issue template letter to assist ICPs in explaining CiC to landowners Guide published by target date September 2018 Guide published by target date June 2018 Template letter updated and published on G81 May Optimise CiC section of website Revised CiC pages published by target date December 2018 pg5

6 Service Development Workplan continued... Service Development Plan Customer Segments Highway Services Metered Distributed Energy Resources ICPs & IDNOs Strategy Area Reference Initiative Measure Target Date Market segment Publish a flexibility roadmap identifying our flexibility service needs ( ) Flexibility roadmap published by target date August Publish tenders identifying locations for flexibility services Locations identified and tenders issued by target date September 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 From June 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 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 March 2019 Provide customers with more choice and flexibility over the services they receive 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 Photographic evidence of works available to customers by target date January 2019 Review complete and findings published by target date September 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 September Extend scope of 'small service self service' to include working on the interconnected network New scope available and updated documentation available by target date June 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 Accelerate roll-out of FDG (active network management) from the current publicly available plan Review complete and findings published by target date February 2019 Revised plan published by target date June 2018 pg6

7 Service Development Workplan continued... Service Development Plan Customer Segments Highway Services Metered Distributed Energy Resources ICPs & IDNOs Strategy Area Reference Initiative Measure Target Date Market segment Published 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 customer s behalf Enhance access to network drawings for ICPs via Netmap Webview Publish the outcome of the review by the target date July 2018 Access enabled and logins issued by target date June Improve visualisation and reporting on Flexible Distributed Generation (FDG) connections New visualisation tool and reporting live in a format co-designed with 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 a Disconnections Certificate (by ) for the work completed Revised process implemented by target date February 2019 pg6 pg7

8 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 Sue Jones Sharon Alexander Stakeholder Engagement & Account Manager (Metered Demand) Distributed Energy Resources Manager (Distributed Generation) Competition Development Manager (Competition in Connections) Customer Services Manager (Highway Services / Disconnections) antony.j.white@ukpowernetworks.co.uk steve.halsey@ukpowernetworks.co.uk sue.jones@ukpowernetworks.co.uk sharon.alexander@ukpowernetworks.co.uk WINNERS National Awards & Accreditations in 2017/18 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 APRIL 2018 UK Power UK Power Networks Connections Engagement