Consulting on our Business Plan

Transcription

1 Consulting on our Business Plan Critical Friends Stakeholder Panel Session 3 24 January UK Power Networks. All rights reserved

2 Safety and Housekeeping No planned fire alarms Emergency exits Fire assembly points Toilets Mobile phones Disclosure - we intend to record our findings and publish a report and our actions - Data Protection Consent 2

3 AGENDA Panel Session 1 Agenda - Completed Introduction: Vision and values Low carbon economy our path to innovation Overview of the RIIO regulatory framework Network reliability and quality of supply Panel Session 2 Agenda - Completed Network investment summary Low carbon challenge: Responding through innovation Social obligations, safety and the environment Panel Session 3 Agenda Customer service Connections 3

4 TODAY S AGENDA INTRODUCTIONS IMPROVING CUSTOMER SERVICES OPEN FORUM CUSTOMER SERVICES COFFEE BREAK OVERVIEW OF CONNECTIONS BUSINESS OPEN FORUM CONNECTIONS OPEN FORUM - GENERAL LUNCH 4

5 Matt Rudling Director of Customer Services HOW ARE WE IMPROVING CUSTOMER SERVICES FOR YOU? 5

6 Customer Service The UK Power Networks way UK Power Networks service vision Working together, to deliver the service our customers want

7 Our service starts with our customers This is all about starting with... Our customers...who get the service they want...when they want it, and...how they want it

8 How are we doing? Broad Measure of Customer Satisfaction (BMoCS) Monthly BMoCS Score Comprising: 40% Power supply 40% Connections 20% General Enq Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 EPN SPN LPN

9 9 Service Delivery Centre Manages the customer experience From initial contact (telephone call, text web, social media), through to confirming customer satisfaction with service, post service delivery Proactively makes contact with customers at key points within the customer journey Not only takes calls/receives initial contact, and makes contact post service Service Delivery Centre The Voice of the Customer Better utilises technology & customer data to be more efficient as a SDC Enabling self service, and proactively texting and ing customers Provides MI to manage service performance, both within the Service Delivery Centre in real-time and business wide Giving direction as to what matters to customers Real-time flexing between inbound and out-bound contact In response to call volumes (ensuring service levels are met) Delivers training and coaching For benefit of both the Service Delivery Centre, and the wider business, on customer care

10 Customer Service The UK Power Networks way The Customer Service strategy Customer Services (the Directorate) CUSTOMER VOICE Defines and delivers... Customer Services contact centre Operating model Directs... Delivery Work processes

11 Service Delivery Centre Functional Diagram Phone / Fax Internet Twitter SMS Text Compliance & Process Complete Ownership of the Customer Journey Service Delivery Centre Connections Operations / Emergency Response Planning Outages etc Other Departments Eg: Safety Service Delivered Learn & Improve through Stakeholder Engagement Proactive Engagement Survey / Feedback Only if the job is complete! How are we improving? Centre expanded with 38 new call staff Training expanded into all business areas Training of 600 staff beginning in Jan New KPI metrics to ensure business ownership & delivery of higher standard of Customer Service Business transformation processes to improve customer journey

12 Initiatives Work Flow What Customers Say Initiative Power Cuts Planned Outage Information is not accurate Cost of call from mobile Frequency of interruptions and restoration time Don t receive notification Insufficient information given about reason for work Revised Estimated Time of Restoration Strategy Interim telephone numbers published Customer Minutes Lost & Customer Interruptions reduced across all the licence areas Redesign of shut down card White boards on vans/social media

13 Initiatives Work Flow What Customers Say Initiative General Enquiries Service Delivery Difficult to get through Lead times are too long Forecast & Planning Multi-skilling of Service Centre Staff 10 day promise Revised operating model Customer service training across the company Revised Priority Service policy IT improvements Customer Charter

14 UK Power Networks Customer Charter Charter purpose: Covers all activities related to customer service Sets out clear internal aspirations to support customer transformation Where appropriate, provides quantitative metrics that can be tracked and managed against Is able to become externally facing once performance is where we want it to be Customer Commitments UK Power Networks aims for the highest standards of customer service and we make the following twelve commitments to all of our customers. 14

15 UK Power Networks Customer Charter Your needs drive what we do we run our network for our customers 1. We will take the time to understand your personal situation and requirements. 2. We will do everything we can to give you an appointment time that suits your needs We make things easy for you 3. You can contact us 24 hours a day, 7 days a week 4. We will always keep you updated on the progress of your request in the way that best suits you 5. We will help you with any preparatory activity that you need in order for us to successfully complete our work We are honest and upfront with you 6. We will provide easy-to-understand useful information about the services we provide and the options available to you, including telling you about other companies that can help with your request

16 UK Power Networks Customer Charter We run a safe and reliable network 7. We will get the lights back on for 90% of power cuts within 2 hours 8. We will give you multiple ways to stay regularly updated on the estimated time to get your electricity back on and we will tell you as and when this changes 9. If you are one of our registered vulnerable customers, we will proactively call you to offer support if you are without power We continually improve our service to you 10. Your satisfaction with the quality of our service will be a key part of how we reward our staff 11. We will listen to your feedback and act upon it 12. We will proactively engage with communities and stakeholders

17 UK Power Networks Customer Charter Guaranteed Service Levels UK Power Networks provide guaranteed service levels to our customers and if we don t meet them, you may be eligible for compensation. Appointments We will arrive within the appointment slot we have agreed with you 95% of the time. Where we can t make the appointment we will proactively contact you to apologise and book a new appointment and we will compensate you for your inconvenience If we can t connect your electricity on the date agreed with you due to our actions, we will compensate you for every working day we are late (up to a maximum amount) Customer Contact We will answer 90% of calls within 20 seconds and if you or write, you will always get a response within 24 hours 17

18 UK Power Networks Customer Charter Guaranteed Service Levels (contd) Maintenance that affects you We will tell you at least a week in advance about any upcoming maintenance work to our network that may affect you (except for emergency repair work) Reliability of your electricity supply If you have a power cut of more than 18 hours or experience more than 4 power cuts over 3 hours in 12 months, we will pay you compensation Resolving complaints We will take complaints very seriously, ensuring that we resolve any issues to your satisfaction the same day where possible, and 95% within 31 days 18

19 Open Forum Continued Service Improvements 1. When there is a power failure, do we meet customer expectations? What more could UK Power Networks do to support our stakeholders? 2. Do our proposals for a Customer Charter go far enough? What else would you want to see on there? 3. Are our initiatives to improve customer service sufficient? Where should we focus more effort? 4. How does our service offering compare to other DNO s? 5. What are the barriers to customers accessing our service?

20 Steve Wood, Head of Commercial Services OVERVIEW OF THE CONNECTIONS BUSINESS AND KEY TOPICS 20

21 UK Power Networks Connections. one of the largest connections businesses in the UK We complete over 85,000 connections per year. This includes new connections and alteration or upgrade of existing electricity connections Around 55% of these are metered connections (domestic, commercial and industrial customers) and 45% unmetered connections (street lights, road signs etc) We receive around 120,000 telephone enquiries per year and issue over 30,000 quotations per year We also receive c10,000 Web site hits every month 21

22 The cost of Connections Customer Enquiry & Application Design & Quote Work Programming & Scheduling Work Delivery Completion & Records The cost of a connection is met by our customers via our connection charging mechanism. If the electricity network has to be upgraded or reinforced to enable a connection then a proportion of this cost is included in the connection charges; Improving visibility of these costs is a business priority for us We know that connection charges can significantly impact the overall cost of a customer s project In the majority of cases a connection charge is payable prior to work commencement 22

23 Promoting choice - The Competition Test. Requires UK Power Networks to show that we enable competition to operate freely within our three licence areas Legal Test Competition Test LEGAL TEST Offer terms for use of system and connections Provision of noncontestable connection services Guaranteed Standards of Performance (GSoP) Prohibition of discrimination Competition Act 1998 COMPETITION TEST Barriers to competition Actual and potential competition Price and transparency of pricing to customers Promoting awareness of competitive alternatives Competition in connections procedures and processes Efforts to open up non-contestable activities to competition Our first Competition Notice was submitted to Ofgem in July 2012 and we successfully passed 2 of the 9 relevant market segments 23

24 Distributed Generation an important area of focus for us *Excludes G83 stage 1 enquiries 4,000 3,500 UK Power Networks Distributed Generation Enquiries* 3,572 3,000 London Volumes 2,500 2,000 1,500 1,967 Southeast of England East of England 1, YTD acceptance rate 5.5% Key actions Recruitment, training and up-skilling Improve provision of information Customer surveys & feedback Collaboration with other DNO s Innovation through Flexible Plug & Play (FPP) Improved stakeholder engagement Improve/increase awareness of DG Review of operating model All incorporated into a DG service improvement plan 24

25 How do we know customers are satisfied? A comparative service performance mechanism for all Distribution Network Operators (DNO s) is in place across the industry. There are two survey groups for Connections customers, one covering Domestic & Small Business the other Commercial & Industrial customers. Each survey group is split into two stages; Customers who have received a quote from us Customers who have had work completed by us And the 5 things our customers find most frustrating*; 1. Value for money 2. Poor communications 3. The time between a quotation and work commencing 4. The quotation lead time 5. Poor explanation of costs * Based on research, market testing and workshop outputs. 25

26 How satisfied are our customers? How we compare to other DNO s (Connections only / October) Merge DNO Score Rank They could have improved their correspondence with me as the whole process took around 18 months The whole connections process is long and drawn out, particularly the administration aspect of it. Could be made a lot easier and faster. WPD South West WPD South Wales SP Distribution SSE Hydro WPD East Midlands WPD West Midlands SP Manweb SSE Southern Northern Powergrid Yorkshire Electricity North West UK Power Networks (SPN) UK Power Networks (EPN) Northern Powergrid Northeast UK Power Networks (LPN) Mean 7.75 Average UKPN Rank 12 Given more information about the time frames and what's going to take place when, so I can be ready for what I need to do. The cost that came through should have been explained properly as I feel we were being extorted. 26

27 How are we improving service? We are currently transforming our business to improve service and are aim is to achieve satisfaction scores of c.85%. Our business transformation programme aims to: revise and simplify our business processes for customers; provide more options to customers in the connections service they choose; introduce new technologies to support functions such as self serve and order tracking. Cost Calculator: Online Facility for customers Internet Improvements: Easier to navigate, simpler and improved Internet for Customers 27

28 Looking Ahead - Self Service Customer can perform all required input online via a Self Service function including: Create Service Request Attach any maps / designs Pay for Connection Easier Service Request Process Pick a preferred Delivery Slot Track Connection status anytime Provide Feedback / Ask Questions Self Service Capability Proactive Approach with Customers Improvements for Our Customers Tracking works will also apply to Developers / Authorities who will be able to track multiple works simultaneously Ability to track my connection Simple log in using Job Reference and Surname Overview of where Job is in the end2end cycle Ability to perform / activate next step online if required by customer Easier Service Request Process Indication of timelines provided Improvements for Our Customers 28

29 Looking Ahead - Ask the Expert UK Power Networks are keen to offer technical support leading up to the application process. Our view of the future is to offer a bespoke advisory service. We are now establishing this technical service initially available by phone and , but in the longer term developing into face2face and drop-in services. Enabler Ask the Expert Application Quote Delivery Delivery Potential timescale Improvement UK Power Networks. All rights reserved 29

30 Looking Ahead - Framework of obligations & performance incentives for Minor customers Broad Measure of Customer Satisfaction weighting increased from 40% to 50% Excluded from competition and unregulated margins New Average Time to Connect incentive e2e process (elapsed times) Major customers Market segments that have passed the Competition Test No specific incentive/penalty mechanism competition should create necessary incentives to demonstrate customer-facing behaviour and understand and respond to their requirements Market segments that do not pass the Competition Test by 2015 A new business planning approach see next slide Retain GSoPs (penalties adjusted for inflation) Retain licence obligations to publish : Long Term Development Statements DG Connection Guide Remove licence requirement to publish an Information Strategy UK Power Networks. All rights reserved 30

31 Major Customers where Competition Test is not passed Proposed new approach DNO Business Plan sets out approach for meeting requirements of major customers Ofgem publish minimum criteria for DNOs to meet DNO carries out stakeholder engagement and mapping DNOs publish a work-plan of commitment DNOs deliver against the commitments DNOs self-assess at the end of the year against minimum criteria DNOs obtain independent validation of their performance Ofgem assess DNO performance against minimum criteria Ofgem award penalty for each market segment that does not meet minimum requirements UK Power Networks. All rights reserved 31

32 Open Forum When you have a choice over who provides your connection service, what would be the determining factor for you when deciding who to award the work to? Lead time: Cost: Convenience: Delivery certainty: the time taken to complete the service the price of the service flexibility in when the service is delivered meeting programme deadlines Or other factors? 32

33 Open Forum As we strive to improve service, and support a competitive market for connections, we welcome your feedback on the following; 1)As a customer which organisations would you compare the UK Power Networks Connections to in terms of service delivery? 2)What services would you like to see the UK Power Networks Connections business offer that it doesn t offer today? 3)We recognise that the Connection Charge is a large element of many projects and developments. What commercial approach to charging would you like to see? 4)What would make you feel extremely satisfied about the service you receive from UK Power Networks? 5)What changes if any would you like to see to the proposed regulatory framework in the future? 6)Do you believe that there is effective competition in the market and that you can benefit from a choice of provider? If not, what further changes would you like to see to enable competition to flourish? 33

34 Next Steps Your views will be consolidated and the report will be published on our website We will write to you to explain what we have done to include your views in our Business Plan We will organise follow-up meetings to discuss with you additional areas of interests that you have raised that are not covered in our three panels 34

35 Before we finish Please complete your feedback form Please consider sending us an with: Additional thoughts after the event Encourage a colleague to do so Stakeholder.Engagement@ukpowernetworks.co.uk Tel:

36 Thank you for your contributions. Please have a safe journey home.