Incentive on Connections Engagement (ICE) Looking Back & Forward Report May 2019
Incentive on Connections Engagement (ICE) Looking Back & Forward Report May 2019
2UK Power Networks – Looking Back & Forward Report May 2019
Contents
• Section 1 p2–17 Introduction p3 UK Power Networks’ Stakeholder Engagement Strategy p4 How we have engaged with stakeholders and customers to develop our plan p6 Connections’ Stakeholders p7 Reviewing our Connections Strategy p8 Our Changing Energy World p9 Our Changing Energy World: Community Energy p10 Connecting new technologies – an embedded EV strategy p11 Connecting new technologies – a comprehensive EV engagement plan p12 Connecting new technologies – co-designing EV solutions p13 Maintaining our Focus on Customer Services p14 Customer Satisfaction from our Forums p15 AccountAbility Audit p16
• Section 2–LookingBack2018–19 p18–68
• Section 3–Appendix p69–72
• Section 4–LookingForward2019–20 p73–115
3Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Introduction
UK Power Networks has a clear public purpose, which is to deliver electricity to London, the east and south east of England. We have a clear objective to be regarded as the UK’s best performing network operator, supported by our vision to be an employer of choice, a respected corporate citizen and to be sustainably cost efficient.
SincetheformationofUKPowerNetworksin2010,wehavebeen
seekingandactingontheviewsofourstakeholders.In2018–19,we
continuedtoengage,addingnewstrategicstatementsofintent
relatingtoourroleinenablingtheenergytransition,aswellasour
socialandenvironmentalroleinsociety–ensuringourvisionreflects
theneedsofourcustomers.
Asoursectorcontinuestoundergorapidchange,thewayinwhich
weinteractwithenergyandliveourlivesissettoberedefined.
Stakeholderengagementisthecriticalguidetohowweadaptour
businessandtheservicesweprovidetocustomers,includingthose
forthemostvulnerableinourcommunities.Thatiswhyengagement
isavitalpartofeveryone’sjobatUKPowerNetworks,includingmine.
Itisingrainedinourculturetoalwayslistenandexplorewaystodo
betterforourcustomers.
ThisyearourConnectionsbusinesshasengagedwithmorethan
350customersattheirForaandconductedmorethan250face-to-
facemeetings.Thisengagementhasprovidedvaluableinsightsabout
howtorunourbusinessmoreeffectively.Wehavestructuredour
engagementunderthreestrategicthemestohighlighttheareas
mostimportanttoourstakeholders:
1. Meetingourcustomers’evolvingneeds–providingtheservices
thatcustomersrequireinachangingenergylandscape
2.Caringabouttheenvironment–reducingtheimpactofour
operationsontheenvironmentandfacilitatingourcountry’slow
carbontransition
3.Goingaboveandbeyondforourcommunities–ensuringwe
remainlegitimateandresponsibleintheeyesofourcustomers
Involvingthewideandvariedrangeofcustomerslookingtoconnect
toournetworks,developingproductsandservicesthatmeettheir
needs,isintegraltoourstrategy.Theyareatthevanguardofthe
energytransition,whetherinstallinglowcarbonembedded
generationorprovidingtheinfrastructuretosupporttheelectrification
oftransportandheat.
Connections’customersareinvolvedindiscussionsthatshapeour
businessdecisionsfrommyCEOPanelandourCriticalFriendsPanels
throughtobespokeconnectionsworkshops.Whereverpossible,they
areinvolvedintheco-designofnewsolutionstoensurethatwe
makeourprocessesassimpleandtransparentaspossible.
Ihopeyouwillseefromthisreporttherigourthatweapply
indevelopinganddeliveringtheconnectionsservicedevelopment
planthatsupportsourobjectivetobetheUK’sbestperforming
networkoperator.
Basil Scarsella
CEO
4Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
UK Power Networks’ Stakeholder Engagement Strategy
We respond to feedback and act on it
Asarespectedcorporatecitizenwewanttoknowwhatisimportanttoour
stakeholders.Wewelcomeallfeedback–goodandbad–andassessthe
trendsandissuesidentifiedthroughouttheyeartoensurewecanmeet
ourcommitmenttocontinuouslyimproveourservicesforcustomers.
Ourengagementprinciplesaresimpleand,ultimately,respondingand
actingonthefeedbackwereceiveiskey.
Guiding principles of our Stakeholder Engagement Strategy
We define the purpose of each
engagement and design it
to match that purpose
We take a personal
approach and engage in ways
that suit the stakeholder
We are proactive in
seeking feedback, and understanding
stakeholders’ perspectives
We identify stakeholders
who give us a variety
of perspectives
Anexampleofhowwetailoreventstoourstakeholdersisthatwehelda
numberofpersonalconsultationswithcustomerswhowerestrugglingtopay
theirenergybillsthisyear.Somewerehappytotalktousabouttheirenergy
billattheevent,somewantedaone-to-oneconsultationandotherspreferred
totakeawayaninformationpacktheycouldreadathome.Thistailored
approachensureswecaterforthediverseandindividualneedsofour
customers,helpingtomaximiseeveryone’sinvestment.Inthiscase,our
effortssavedfuelpoorcustomers£1.1mthisyearalone.
Our stakeholder engagement strategy is to deliver better outcomes for our stakeholders
If all of the DNOs were as good as UK Power Networks we would be delighted! I cannot
emphasise enough how much they have done over the years to open up the markets. It has been so
valuable for us and there is not much else that they could really do. We are very pleased and we do not
have any complaints about the service.David Overman, GTC, Electricity Networks Director
Createnewservicesorimproveexistingservicesforcustomers.
Usecustomerfeedbacktochallengeandshapeourprojects,strategies
andcompanyvision.
Understandhowwecanadaptandapplyinnovativepracticesfrom
otherbusinesses.
1 2 3
5Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
UK Power Networks’ Stakeholder Engagement Strategy continued...
How stakeholder feedback influences our Service Development Plan
StakeholderengagementisapriorityforourCEOandExecutiveManagementTeamandisaddressedregularlyattheirmanagementmeetingsaseachdirectoratereportsontheprogressoftheirengagementstrategies.
Thefocusonmeaningfulandsincereengagementcascadesthroughtheorganisationsoall
membersofstaffunderstandtheimportanceofourcustomersandstakeholders.TheConnections
EngagementStrategyalignswiththeUKPowerNetworks’StakeholderEngagementStrategy
byintegratingactivitiesandactionplanning,joiningupstakeholderactivitiesandensuringa
consistentapproach.Ourbusinessleads,fromacrossdifferentteamsinthecompany,planand
coordinateprojectsandinitiativesthathavebeensuggestedand/orco-designedbystakeholders.
Weproduceregularcommunicationsforourstakeholderstoupdatethemontheprogressofthe
initiativesaswedeliverthemthroughoutthecourseoftheyear.
Our seven strategic areas
Four MarketSegments
PrimaryEngagementActivities
OtherEngagementActivities
Con
nec
tion
s en
gage
men
t
SafetyReliability
CustomerForums
ConnectionsScrutiny panels
Customersurveys
Innovation
UK
Pow
er N
etw
orks
enga
gem
ent
CEO Panel
Customer Service
• Informing the company’s business planning• Supporting our strategic thinking
Environment Connections Vulnerability
Highways Service
ICPs & IDNOs
Metered
Distributed Generation
Social Media
Customer meetings Ask the expert
Industryevents Market research
Critical Friends Panels
• Informing Connections business planning• Challenging our Service strategy
• Informing and prioritising our Connections ICE (Service Development) Workplan
• Informing and prioritising our company’s long-term commitments
6Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
How we have engaged with stakeholders and customers to develop our plan
UK Power Networks are going out of their way to engage with their
customers – and its working.Frank Monaghan, Network Rail
HIGHWAYSERVICESFORUMATTENDEES
4411TECHNICALFORUMS METEREDDISCONNECTIONS
FORUMFORICPSWITHASATISFACTIONSCOREOF
9/10221 STAKEHOLDERS
FOLLOWOURCONNECTIONSENGAGEMENTLINKEDINGROUP
5 SCRUTINYPANELS
9 SCRUTINYPANELS(MINIMUMOF2PERCUSTOMERSEGMENT)
DGSURGERIESWITHANAVERAGESATISFACTION
SCOREOF
89% OVERALLCUSTOMERSATISFACTION,MEASUREDBYTELEPHONYSURVEY
60,000ELECTRIC VEHICLES CONNECTED TO OUR NETWORKS
1,125CUSTOMERSPARTICIPATEDINTELEPHONYSATISFACTIONSURVEY
FORUMANDWORKSHOPATTENDEESDURING2018–19
CiCWORKSHOPATTENDEES
NEW EV ASK THE EXPERT SERVICE LAUNCHED
QUARTERLYNEWSLETTERS
26,000 EVCHARGEPOINTSCONNECTEDTOOURNETWORKS
DIRECTCUSTOMERMEETINGS350OVER 250
THREELOCALGOVERNMENTAUTHORITYFORUMS
1,516STAKEHOLDERS ARE SUBSCRIBED TO OUR MAILING LISTS
589/10
Ask theExpert
7Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Connections’ Stakeholders
Stakeholders we work with
Connections’stakeholdersincludeanyindividual,groupofindividualsororganisationsthataffect,orcouldbeaffectedby,theservicesandperformancewedeliverasaConnectionsbusiness.Ourstakeholdershelpusdrivethebusinessforwardandensurewedeliveraserviceourcustomerswant.TheyareattheheartofourConnectionsEngagementStrategyandarecriticaltooursuccess.
Highway Services
Customers who connect street lights and street furniture, including electric vehicle charge points, in the public highway.
Metered
Customers who 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
Independent Connections Providers (ICPs) or Independent Distribution Network Operators (IDNOs) managing and delivering their connections activity.
Distributed Generation
Customers who connect a variety of generation technologies to our network including solar, wind and storage. This segment is also referred to as Distributed Energy Resources (DER).
Market Segments
Weareaskedtoreportagainstfourkeymarketsegmentswhichwereferto
throughoutthereport.Someofourstakeholdersmayworkinmorethanone
marketsegment.
House Builder
Local Authority
Energy Supplier
DG Developer/Operator
Other Utility
DeveloperCommunity
Energy
Electric vehicle Charging Installer
Consultant
Employees
ICP & IDNO
Our Key Stakeholder
Groups
8Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Reviewing our Connections Strategy
Theenergysectorisundergoingunprecedentedchangeand,aspartofthat,connectionscustomers’requirementsareinevitablychangingtoo.Toensurewearealwaysattheforefrontandkeepingpacewithyourevolvingneeds,wewantedtoreflectthischangeinourstrategicapproach,toinvolveyou,ourcustomers,inthedevelopmentofnewproductsandservicesthatwedeliver.
Withmorethan165,000generatorsconnectedlocallytoournetwork,providingsome10GWofelectricity,wehavethe
opportunitytorunournetworkmoreefficientlyandgiveawiderangeofcustomersawayofmakingmoneyatthesame
time.ThenumberofgeneratorsissettoincreasedramaticallyastheuptakeofEVincreasesandvehicle-to-gridservices
becomecommonplace.Wecanuselocalgenerationtoprovideservicestothenetwork,forexample,bydeferringour
needtoinvestorkeepingcustomersonsupplywhenwehaveaplannedoutage.ThisisattheheartoftheSmartGrid
andouremergingroleasaDistributionSystemOperator(DSO).
AsaleaderinthetransitiontobecomingaDSOandthecompanythatisattheforefrontinthedecarbonisationof
transport,wefeltitwasimportanttorecognisethisinourstrategy.Weareengagingandbuildingrelationshipswithnew
potentialcustomersandwanttobringnewproductstomarketthathavebeenco-designedandtestedwitharangeof
marketparticipants.
Ofcourse,makingsurethatyoucontinuetoreceiveaconsistentandexcellentlevelofservicewitheveryinteractionwith
UKPowerNetworkswillcontinuetobeourprimaryfocus.
Our Connections focus in 2019–20
Our changing energy world
Our changing energy world
Maintaining our focus on customer service
Connecting low carbon technologiesCO2
9Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Our Changing Energy World
Thechangingelectricitysystemprovidesopportunitiesfornetworkoperatorstomanageanddeveloptheenergysysteminnewways.ThetransitiontoaDistributionSystemOperator(DSO)involvesusingflexibledemandandgenerationtosupporttheplanningandoperationofthesmartgrid.Throughuseofopenandtransparentlocalmarkets,weshallprocurethisflexibilitytodeliverreliablesuppliesatefficientcostforourcustomers.
WerecognisedtheneedtotransitionfromarelativelypassivenetworkoperatortoanactiveDSO.
Thistransitionprovidesuswiththeopportunitiestousenewtoolstomanageournetworks,
includingusingmarketstoprocureflexibledemandandgeneration.
Wearecontinuingtoseerenewablegenerationandstorageconnectingacrossourhighvoltage
networks,andtheincreaseddeploymentofelectricvehiclesacrossourlowvoltagenetworks.
WenowhavethehighestnumberofelectricvehiclechargingpointsofallDistributionNetwork
Operatorsandhavereceivedover27GWofapplicationsforbatterystorageconnections.
OurconnectionscustomershaveanimportantroletoplaybothinprovidingDistributedEnergy
Resourcestakingadvantageofflexibilitytofacilitatecheaperandquickerconnectionsanda
potentialfuturerevenuestream.
Thisyearwewouldliketoworkwithyoutofurtherdevelopthesystems,processesandproducts
thatwillallowyoutomaximiseyouropportunitieswhilesupportingusdeliveranefficientand
sustainabledistributionnetwork.
Delivering value through our emerging role
Our Piclo flexibility platform
Executive Summary
1
Back to contents
FlexibilityRoadmap FutureSmartA smart grid for all: Our transition to Distribution System Operator
10Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Our Changing Energy World: Community Energy
NotalloftheworkwedowithcustomerslookingtoconnecttoournetworkisreflectedasaninitiativeinourICEplan.AnexampleofthisistheongoingsupportweprovidetoCommunityEnergyorganisations.
UKPowerNetworksworkswithCommunityEnergyOrganisations,includingCommunityEnergyEnglandandCommunityEnergySouth,tosupportthediverserangeofprojectsbeingimplementedand,specifically,wherethereisanetworkconnectionrequirement,toofferadviceofthebestsolutionavailableandprovidingsupporttohelpmaketheirprojectsviable.
Our Power Partners community fund
Launchedearlierthisyear,thepowercompany’sPowerPartnerscommunity
investmentfundaimstosupportorganisationsthatworktoalleviatefuel
poverty,supportpeopleinvulnerablecircumstancesandmakecommunity
buildingswarmerandcheapertoheat.
Thefund,whichisadministeredinpartnershipwithleadingenergyjustice
charitytheCentreforSustainableEnergy(CSE)hasselected16recipientsfrom
acrossUKPowerNetworks’distributionareaoftheEastandSouthEastof
EnglandandLondon.
Thisfirst-everroundoffundingwillsee£254,452worthofgrantsdistributedto
recipientsthatincludecharities,communitygroups,andassociationsthat
promoteenergyefficiency.
Our 2019 Community Energy action plan
Followingaseriesof
discussionswithCommunity
EnergyEnglandand
CommunityEnergyhubsa
numberofactionshave
beenagreedfor2019:
• EstablishadedicatedInboxforCommunityEnergy
enquiries
• Reviewandupdate(inconsultationwith
stakeholders)UKPowerNetworks’Community
EnergyWebsite
• SupportCommunityEnergyFortnightandother
eventsthroughouttheyear
• Review/enhanceonlineCommunityEnergyGuides
andHelpsheets
• ContinuetosupportCommunityEnergyprojects
throughPowerPartnersFund&adviceandguidance
WelaunchedthefirstregionalcommunityenergyreportinParliamentwiththe
RtHonAmberRuddMPandourpartnersfromthecommunityenergygroups
Outcomes:• More than £90,000
contributedtocommunitygroups,enablingthecommunitygroupstoalleviatefuelpoverty,supportpeopleinvulnerablecircumstancesandmakecommunitybuildingswarmerandcheapertoheatacrossourregions
• Gave local community energy groupsavoicethroughourregionalstateofthesectorreport
• Helped Local Authoritiesunderstandtheimportantrolelocalcommunitygroupscanplayinsupportingthegrowthofcleanenergyandincreasingawarenessoftherevenuesavailable
11Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Connecting new technologies – an embedded EV strategy
Our EV Strategy
TheelectrificationofthetransportsectoriscrucialiftheUKistomeetitsdecarbonisationcommitments,andwehaveakeyroleinfacilitatingthisjourney.Thisiswhy,in2017,UKPowerNetworkswasthefirstDNOtopublishanEVStrategyandthisyearwehavefocusedheavilyoncontinuingthisengagement.ThroughinteractionswithourCriticalFriendsPanels,LocalGovernmentForumsandRoadshows,newstakeholdersegmentshaveemerged.Forexample,asaresultofourengagementwithfleetbusinesses,wehavefurtherimprovedthesegmentationofthisgroupintothosewhoprincipallychargetheirEVathome,atworkoren-route.Thisgranularityisimportantasitenablesustoefficientlyplannetworkdevelopmentaswellasprovidingbetterconnectionadvicetothesecustomers.
VEHICLE-TO-GRID
Themostgranularandcomprehensive
EVloadforecastingmodel:
•EVuptake
•Utilisation
•ChargingProfiles
StrategicallytargetedLV
monitoringtounderstand
theimpactoflowcarbon
technologiesonour
network.
Asubstantialportfolioof
innovationtrialstotest
commercialandtechnical
solutionsforSmartcharging
andvehicletogrid.
Enablingthedecarbonisationoftransportandimprovingairquality
1.Forecasting
Network readinessCustomer experienceAppropriate
investment tools
2.Monitoring 3.Deploysmart
•Developsmarttoolboxofofferingsinresponsetouptakescenarios
•Developanevidencebaseforinvestment
•Expandchoiceandfacilitateconvenience
•Engageandeducate/team
•Improveplanningandscenarioanalysis
•Developpoliciesandstandards
12Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Connecting new technologies – a comprehensive EV engagement plan
WehaverolledoutanextensiveengagementprogrammeboththroughourowncustomerforumsandEVmasterclassesandateventshostedbyourcustomers.WehaverolledoutEVAsktheExpertsurgeriesanddevelopedspecificguidestoensurecustomerscantakeadvantageofthisemergingtechnology.
Wehavemappedanddevelopednewprocessesthatwehavetrainedouttomorethan300
staffandcontinuetoworkwithcustomerstooffernewsolutionswheretheysupport
cheaperandquickerconnections.
Thisyearwewillcontinuetoworkwithourcustomersandtheirsupplychainstosupport
theroll-outofEVs,sharinglearningfromourextensiveEVInnovationprojects,enhancing
ourpre-applicationsupportwithEVspecificheatmaps,andprovidingcomprehensiveand
uptodatetrainingforallourstaff.
OVER
200CUSTOMERSBENEFITEDFROMOURNEWEVMASTERCLASSESANDEV‘ASKTHEEXPERT’ENQUIRYSERVICE
Ask theExpert
CUSTOMERSAT14FORUMSRECEIVEDEVADVICE
400
7,000PEOPLEAT32EXTERNALEVENTSBENEFITEDFROMOURSHAREDBESTPRACTICE
OVER
WehavedevelopedbespokeEVConnection
guidesfordifferentmarketsegments
SomeoftheEVstakeholdersweengagedwithin2018–19
UK Power Networks has shown it is willing to listen to stakeholders, including those beyond the energy industry. They have recognised the importance of
listening and sharing knowledge in order to innovate towards achieving win–win outcomes.
Technology Innovation Manager from the Society of Motor Manufacturers and Traders
BusOperators
ElectricitySuppliers
ChargePointInstallers
DataAggregators
ForecourtOperators
CarManufacturers
FleetOperators
ChargingNetworkOperators
Electric Vehicle
Stakeholders
13Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Connecting new technologies – co-designing EV solutions
Working with customers to co-design solutions
NowhereisthiscollaborativeapproachbetterdemonstratedthanwithTransportforLondon(TfL).Ithastheambitiontohaveall9,300zero-emissionbusesacross79depotsby2037.WorkingtogethertounderstandTfL’srequirements,insteadofsimplyupgradingandbuildingnewassetstoaccommodatethesignificantdemandrequirements,wedevisedacompletelydifferentapproach.WetookaLondon-wideviewofourinfrastructure,reducingtheoriginalcapacityrequirementby67%andavoidingmillionsofpoundsinnetworkinvestmentandcoststoourcustomers.
Weappointedadesignatedprojectmanagerforallgarageelectrificationprogrammesacross
London,enablingbusgaragestoconnectfasterandmorecheaply.Theresultismorethan
150electricbusesnowoperateacross12routesfromsixgarages,enabling18.5millioncarbon
emission-freepassengerjourneysinoneyear.
Throughthisengagementweintroducedtheinnovativeconceptoftimed-connections.Thisallows
busestochargeinacontrolledmannerattimeswhennetworkdemandislower.Thisnewproduct
hasdeliveredover£1.6minsavings,an80%reductionintheconnectioncostsattheCamberwell
andShepherdsBushbusgaragesalone.
UK Power Networks’ expertise was invaluable and it was a very useful and insightful study. The cost outputs have fed into the
continued development of our roadmap to deliver a zero emission bus fleet by 2037.
Head of Bus Business Development, TfL
Outcomes:
67%reductioninpowerrequiredtoelectrify
9,300buseswhichisequivalentto11%of
London’speakdemand
150busesinLondonfullyelectrified,enabling
18.5millioncarbonemission-freepassenger
journeysinoneyear
Over£1.6msavedattwoLondonbusgarages
thatwantednewelectricalconnectionsby
usingournewEVproduct
14Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Maintaining our Focus on Customer Services
Our Connections vision is:
“Toofferarangeofconnectionsolutionsthatserveourcustomers’diverseneeds,encouragingchoiceandsupportingeconomicgrowthinthecommunitiesweserve”.
Weappreciatethediversityofourconnectionscustomersandourcustomer
serviceprioritiesreflecttheareasthattheyhaveaskedustofocuson:
Customers would like more choice and flexibility over the services they receivesothattheycanmakeagenuineandinformedchoiceabouthowtheirelectricalconnectionisprovided.
Customers asked us to provide pre-application support togivethemthecertaintythattheyaremakingthebestchoicesavailabletothemtodelivercriticalelectricalinfrastructureinatimelyandcosteffectiveway.
Customers have expressed an interest in being able to access important business informationwhentheyneeditthroughthechanneloftheirchoiceinawaythatworkswiththeirown
programmeofwork.
Customers want us to reduce our lead timessothattheycanmakeimportantbusinessdecisionsinlinewiththeirprogramme,notours.
Customers have asked us to improve the delivery of their electrical connectiontoallowthemtocommittotheirprogrammedeadlinesminimisingdelaysanddisruptions.
7.5
8.7 8.7
0
200
400
600
800
1000
0
500,000
1,000,000
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2,000,000
2,500,000
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662723
912
2,472,783
2,927,305
3,922,190
2016 2017 2018
2016 2017 2018
0
5
10
15
20
25
30
23.65
26.9528.44
2016 2017 2018
6.8
7.0
7.2
7.4
7.6
7.8
8.0
8.2
8.4
8.6
8.8
2016 2017 2018
32
29
34
26
27
28
29
30
31
32
33
34
35
2016 2017 2018
Choice & flexibility Increase in ICP/IDNO activity in our service area: Connections completed by ICP/IDNOs
2014
568
2015
630
2016
662
2017
723
0
500,000
1,000,000
1,500,000
2,500,000
2,000,000
3,000,000
2014
1,106,639
2015
1,646,313
2016
2,472,783
2,927,305
2017
20
15
10
5
0
25
30
35
30.428.2
2014 2015
23.7
2016
26.85
2017
20
25
30
35
30.4
28.2
2014 2015
23.7
2016
26.95
2017
32
29
34
3032
29
2016 2017 2018
0
100
200
300
400
500
600
700
800
2015 2016 20170
10
20
30
40
50 26
27
28
29
30
31
32
33
34
35
Pre-application support Number of metered customer ‘surgeries’
7.5
8.7 8.7
0
200
400
600
800
1000
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
662723
912
2,472,783
2,927,305
3,922,190
2016 2017 2018
2016 2017 2018
0
5
10
15
20
25
30
23.65
26.9528.44
2016 2017 2018
6.8
7.0
7.2
7.4
7.6
7.8
8.0
8.2
8.4
8.6
8.8
2016 2017 2018
32
29
34
26
27
28
29
30
31
32
33
34
35
2016 2017 2018
Access to business information Website hits
7.5
8.7 8.7
0
200
400
600
800
1000
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
662723
912
2,472,783
2,927,305
3,922,190
2016 2017 2018
2016 2017 2018
0
5
10
15
20
25
30
23.65
26.9528.44
2016 2017 2018
6.8
7.0
7.2
7.4
7.6
7.8
8.0
8.2
8.4
8.6
8.8
2016 2017 2018
32
29
34
26
27
28
29
30
31
32
33
34
35
2016 2017 2018
Reduce our lead times Reducing the time taken to quote enquiry to quote sent (days)
7.5
8.7 8.7
0
200
400
600
800
1000
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
662723
912
2,472,783
2,927,305
3,922,190
2016 2017 2018
2016 2017 2018
0
5
10
15
20
25
30
23.65
26.9528.44
2016 2017 2018
6.8
7.0
7.2
7.4
7.6
7.8
8.0
8.2
8.4
8.6
8.8
2016 2017 2018
32
29
34
26
27
28
29
30
31
32
33
34
35
2016 2017 2018
Improving connections delivery Satisfaction with connections delivery
(score out of 10)
The average time to quote has slightly increased between 2016 and 2018 due to almost a 10% growth in enquiries year on year. We continue to monitor this and flex our resources to address the difference in workload.
15Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
Customer Satisfaction from our Forums
Stakeholders are always given the agenda before the start of Customer Forums, and they are given the chance to input
into the agenda and highlight topics to be addressed.Phil Skelton, TfL, Project Manager
CustomersatisfactionisacriticalelementoftheworkwedoinConnectionsfrominceptiontocompletion.Weachievepositivefeedbackthroughcontinuousengagementintheformatoftechnicalforums,expertsurgeries,customerforumsandone-to-onemeetings.
Weknowourstakeholders’timeisvaluableandaimtomaketheprocessasefficientandstraightforwardaspossible.WebelievewehavetherightbalanceofengagementactivitiesthatenableustocontinuallyworkwithstakeholdersandimprovetheirexperienceofUKPowerNetworks.Wewillcontinuetorefinethisinlinewiththefeedbackwereceive.
UK Power Networks are very good at sending briefing materials to stakeholders ahead of time, which include information about
technical topics that will be discussed. We feel that UK Power Networks provides us with enough information
so that we can make an informed contribution to the discussion.
David Overman , GTC, Electricity Networks Director
TheUKPowerNetworksteamengagingwithstakeholdersataLocalGovernmentForum
Eleven Technical Forums
Customer Satisfaction from our Forums
EHV Design & Commissioning Workshop – 5 AttendeesCIC Consents Workshop – 9 AttendeesDG Mapping Tool Workshop – 11 AttendeesEV Workshops (x4) – 102 AttendeesG98 G99 Workshop – 59 AttendeesSubstation Workshop – 36 AttendeesGenerator Owner/Operator Forum (x2) – 35 Attendees
A total of257 attendees
0
20
40
60
80
100
Metered
83%92% 86%
82%
ICPs & IDNOs Highway Services DG
Satisfaction%
Services
16Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
AccountAbility Audit
InordertoensureindependentassessmentofourConnectionsEngagement
Strategyandapproach,wehaveagainenlistedthesupportof‘AccountAbility’
toreviewourpolicies,processesandproceduresandprovideuswithfeedback
toensureweareincorporatingthelatestbestpractice.Theaudit,completedin
thefirstquarterof2019,involvedinterviewswithstakeholdersfromeachof
themarketsegments.ItalsoincludedUKPowerNetworks’employeeswhoare
directlyinvolvedintheprocessandwhoareworkingwithstakeholdersinthe
developmentoftheServiceDevelopmentPlanandleadingthecompletionof
theinitiativesidentified.
TheauditfocussedonthreemainassessmentcriteriaofInclusivity,Materiality
andResponsivenesstounderstandalignmenttotheAA1000AccountAbility
Principles(2008).
AccountAbility Principles• Inclusivity–Inclusivityistheparticipationofstakeholdersindeveloping
andachievinganaccountableandstrategicresponsetosustainability.Aninclusiveorganisationacceptsitsaccountabilitytothoseonwhomithasanimpactandwhohaveanimpactonit.
• Materiality–Materialityisdeterminingtherelevanceandsignificanceofanissuetoanorganisationanditsstakeholders.Amaterialissueisanissuethatwillinfluencethedecisions,actionsandperformanceofanorganisationoritsstakeholders.
• Responsiveness–Responsivenessisanorganisation’sresponsetostakeholderissuesthataffectitssustainabilityperformance,andisrealisedthroughdecisions,actionsandperformance,aswellascommunicationwithstakeholders.
I receive a quarterly newsletter from UK Power Networks, which is always very informative and highlights what actions have been achieved, as well as key milestones along the journey. UK Power Networks are very
open and honest when communicating with stakeholders.Arthur Hughes, Galliard Homes Limited
UK Power Networks’ Customer Forums are very well organised. They always have the right people in the room and the floor is open to discuss any issues raised by
customers. The sessions demonstrate the organisation’s commitment to responding to what customers want.
Phil Skelton, TfL Project Manager
AccountAbilityisaleadingglobalorganisationprovidinginnovativesolutionstothe
mostcriticalchallengesincorporateresponsibilityandsustainabledevelopment.One
oftheirareasoffocusistoenableopen,fairandeffectiveapproachestostakeholder
engagementandatthecoreoftheirworkistheAA1000SeriesofStandards.
17Section one: IntroductionUK Power Networks – Looking Back & Forward Report May 2019
AccountAbility Audit continued...
Conclusions
Theassuranceproceduresperformedandevidenceanalysedhasconcludedthatthereisnothing
thathascometoourattentionthatcausesustobelievethatfortheOfgemICEregulatoryyear
2018–19UKPowerNetworkshasnot:
• PublishedaccurateinformationinitsICELookingBack&ForwardReport2019;
•PerformedstakeholderengagementactivitiesthatadheretotheAA1000AccountAbilityPrinciples(2008)ofInclusivity,MaterialityandResponsiveness;and,
•Developedstakeholderengagementpolicies,systems,controlsandproceduresthatadheretotheAA1000AccountAbilityPrinciples(2008).
ThefullAccountAbilityreportcanbefoundonourwebsitehere.UK Power Networks have established an annual, ongoing and systematic process to gather stakeholder input to prioritise topics to include in the 2019–20 ICE Workplan. UK Power Networks periodically conducts Connections Scrutiny Panels and Customer Forums as the main mechanism to input into the materiality determination process.
Stakeholders that are involved in prioritising topics to include in the 2019–20 ICE Workplan are knowledgeable and empowered to make informed decisions about the importance of issues to their business and UK Power Networks.
Materiality
UK Power Networks has a governance structure which enables internal stakeholders, from different seniorities, to develop responses to stakeholder needs. Bi-weekly governance meetings discuss ICE Workplan progress, and the Regulatory Governance Committee and CEO Panel review ICE initiatives.
UK Power Networks uses various, well-established, communications channels to inform and update its key stakeholders on progress, including Connections newsletters, quarterly ICE updates, emails, and 1-1 meetings.
Responsiveness
UK Power Networks has identified its Connections stakeholder groups and engages systematically across its four customer market segments to develop its Service Development Workplan.
UK Power Networks includes stakeholder input when planning engagements, to ensure that events are relevant to stakeholders and aligned to stakeholder expectations. For example, customers are given the opportunity to input into meeting agendas and help shape engagements.
UK Power Networks could establish criteria to help ensure that Connections Scrutiny Panel members are fully representative and the panel composition is optimal. Criteria could include stakeholder group, technical expertise, level of seniority, and willingness to engage
Currently, UK Power Networks gathers stakeholder input into the ICE Workplan materiality determination process from stakeholders that attend Connections Forums. It is recommended that UK Power Networks utilises other flexible and virtual platforms to enable stakeholders to input into the prioritisation of issues, such as an online survey or webinar
UK Power Networks could use additional, innovative communications channels to ensure that stakeholders are sufficiently informed and updated via media that is flexible and easy to consume. For example, this could include regular podcast updates to stakeholder, online videos, and increased focus on social media
Inclusivity
Inclusivity
Materiality
Responsiveness
Key Strengths
Overall, external stakeholders confirm in interviews that they are satisfied with the 2019–20 ICE Workplan and believe it to adequately
represent stakeholder views in its scope and ambition.Accountability
Recommendations to Further Improve Engagement
18UK Power Networks – Looking Back & Forward Report May 2019
Section 2: Looking Back 2018–19
• Introduction p19
• HowwearemeetingtheminimumcriteriafortheIncentiveonConnections p20Engagement(ICE)
• CustomerFeedback p21
• CustomerComplaints p22
• Howwedevelopedandsoughtendorsementofourworkplan p23
• DeliveringourPlan p27
• LookingBack2018–19(Initiatives) p31–68
19UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Introduction
During 2018–19 we completed 38 initiatives that you told us would improve the service we provide to you. I was delighted with the customer response to the Ofgem consultation last year and the subsequent customer meetings. It enabled us to add seven further initiatives to the original list, for example, to provide new services for telecom providers and transform the way in which we offer DG surgeries. This ‘Looking Back’ report provides more detail on each initiative and an overview of the work completed.
WewerethefirstDNOtopublishanEVstrategyin2017,
complementedbyanEVengineeringpolicyandaseriesofcustomer
guides.ThisyearweranEVworkshopsformorethan200customers
andforgednewrelationshipswitharangeofstakeholdersinterested
inconnecting,owningandoperatingelectricvehicleinfrastructure.
Thisincludesvehiclemanufacturers,chargepointmanufacturers,
installersandoperators,dataaggregatorsandsuppliers,andforecourt
retailers.Withupto4millionelectricvehiclesexpectedonourroads
by2030,thismarketwillonlyintensifyoverthecomingyears.Thatis
whywehavedevelopedanewstakeholderlistspecificallyforEV
customersandrecentlysentourfirstEVonlynewslettertomorethan
700interestedparties.
Wehavecontinuedtohelpourcustomersunderstandandinputinto
ourSmartGridstrategyaswetransitiontoaDistributionSystem
Operator(DSO).Manycustomersarebuilding,orhavebuilt,DER
resourcesthatcanbenefitfromourflexibilityofferingsanditwas
greattoseesomanyofthematourflexibilitylaunchevent.Weare
leadinganumberofworkstreamsontheIndustry’sOpenNetworks
Programmeandareensuringthatourcustomers’voicesareheardin
thedesignofnewservicesaswetransitiontoaDSO.
Asever,thelitmustestishowyourateourservicetoyouandIam
verypleasedtoseeourcustomersatisfactionscorescontinuingto
increase.Lastyearwemetourtargetofachievinganaverageof
87.5%customersatisfactionandmorethan42%ofcustomersgave
ustenoutoftenforourservice.
IhopeyoufindthisLookingBackreportinformative.AseverIwould
encourageyoutorespondtotheOfgemconsultationortalktous
directly,andtelluswhatyouthinkofourservice.
Mark Adolphus Director of Connections
07875 118004
20UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
How we are meeting the minimum criteria for the Incentive on Connections Engagement (ICE)
OfgemMinimumCriteria SummaryofUKPowerNetworksactivitiestomeettheMinimumCriteria
DNOs must demonstrate that they have implemented a robust and comprehensive strategy for engaging with stakeholders
•Strategyoutlinedonpages4and5ofthisreport
•Scaleandscopeofourengagementvisualisedonpage6ofthisreport
•UKPowerNetworksapproachisauditedandapprovedbyexternalauditor,AccountAbility(AA1000Stakeholderstandard)
DNOs must demonstrate that they have delivered their relevant outputs
•Planonapagedevelopedandpublishedforeachinitiativewithkeymilestones
•Quarterlyprogresspublishedtoallstakeholders
•Regularmeetingswithkeystakeholderrepresentatives(ScrutinyPanels)tocheckprogressagainstplan
•Communicationsentouttoallstakeholderswheneachinitiativedeliveredrequestingfeedback
DNOs must demonstrate that they have taken into account ongoing feedback from a broad and inclusive range of connection stakeholders in developing their strategy, activities and outputs
•Feedbacksoughtfromcustomersateightbi-annualforums,nineScrutinyPanelsandweeklysurgeriesandaccountmanagementmeetings.
•Ongoingfeedbackcollatedandsummarisedinthemid-yearreviewinOctober(includedintheappendixofthisreport)
•Sevennewinitiativesdevelopedandpublishedatthemid-yearpoint
DNOs must demonstrate that they have undertaken their work plan of activities to meet the requirements of their connection stakeholders
•UKPowerNetworksgatherrequirementsthroughtheyearattheengagementeventsvisualisedonPages6ofthisreport
•Stakeholdersprioritiseinitiativesatoureightbi-annualevents.Theoutcomeofthevotingispublishedtocustomersandreflectedinpages21–26ofthisreport
•TheinitiativesaretestedandvalidatedwithourScrutinyPanels
21UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Customer Feedback
Withcustomerfeedbackattheheartofoursuccess,wegaugethesuccessofourservicedevelopmentplanthroughhowourcustomersrateourservice.
Tosupplementtheregularinformalfeedbackwereceive,weconductasurveywith
aminimumof100businesscustomerseverymonth.Thesurveymirrorsthat
undertakenbyOfgemfordomesticcustomers.Ourambitionistodelivera‘nineout
often’experienceforeverycustomer.Ourtargetfor2018–19was8.75.
Ouraveragesatisfactionscoreacrossquoteanddeliveryfortheregulatoryyear
2018–19was8.75.Thisisanincreaseof0.04onthepreviousyear’sscoreof8.71.
Score
0 10 20 30 40 50
1
2
3
4
5
6
7
8
9
10
% of total sample
2018–192017–18
33
40
42
23
26
22
18
17
12
8
8
3
3
3
2
1
1
1
2
1
1
1
1
0
0
1
1
23
26
2016–17
Frequencyofscoresgivenbythecustomersthataresurveyed,yearonyearcomparison
Scor
e
2018 2019
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar7.8
8.0
8.2
8.4
8.6
8.8
9.0
9.2
9.4
8.67
8.33
9.01
8.64 8.66
8.29
8.63
9.10
8.67
8.95
9.15
8.99
8.75
Target 8.75
OurConnectionsCustomerSatisfactionSurveyresults
22UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Customer Complaints
2018–2019 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sept-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19
Number of complaints 15 18 22 19 21 14 15 19 13 13 11 19
Complaints resolved 1st day 67% 83% 45% 58% 71% 36% 60% 78% 46% 69% 82% 68%
Complaints resolved 31 days 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Wearealwaysdisappointedwhenwereceiveacustomercomplaintasthisis
areflectionoftheservicetheyhaveexperienced.Wetrytoapproachthese
experiencesasalearningopportunityandworkwithourteamstoimprove
theprocessandultimatelytheservice.Weregularlyreportonourcustomer
complaintsinasimilarmannertohowweundertaketheCustomerSatisfaction
audits.Wesetclearobjectivesandtimelinestoresolvequeriesefficientlyand
effectively.Throughthisproactiveapproach,therewerezerocomplaints
escalatedtotheOmbudsmanduring2018–19.
% of Complaints Resolved on the First Day
0
10
20
30
40
50
60
70
80
2017–2018
58%64%
2018–2019
Aut
umn
Sprin
g
Aut
umn
Sprin
g
Regulatory year
23UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
How we developed and sought endorsement of our workplan
Aswithallmarketsegments,our
MeteredConnectionsteamworkwith
ourScrutinyPanelandourstakeholders
toensureourinitiativesreflecttheir
request.
Wehavealsointroducednewstatus
reportswithdefinedmetricsandreport
onthisthroughourquarterlyreportsto
delivergreatertransparency.
220 STAKEHOLDERS
FOLLOWOURCONNECTIONSENGAGEMENTLINKEDINGROUP
METEREDFORUMATTENDEESAT2017–18EVENTS
385
DIRECTCUSTOMERMEETINGS
540+
How we developed our workplan with our Metered customers
29 Ask theExpert
‘ASK THE EXPERT’ SURGERIES WITH A SATISFACTION SCORE OF 9.52
Metered Initiatives 2018–19 Ranking Priority
Stateourpositionforthere-introductionofupfrontassessmentanddesignfeesandprovideguidance(ifappropriate) 1 H
RunworkshopsforcustomersandstakeholderslookingtoinstallEVchargingpoints 2 H
Improvetheprocessforthereconciliationofcostsonthecompletionofaproject,includingupdatingthecustomer 3 H
ImprovetheprocessfortherecordingofDisconnectionsonsite(electronic)andtheIssuingofaDisconnectionsCertificate(byemail)fortheworkcompleted,asitiscompleted
4 H
PublishsimpleguidetoMPANsincludingthemanagementofMPANsassociatedwithDisconnections 5 M
Publishsimpleguidefortheremovalofanunidentifiedcablefromsite(inanemergency?) 6 M
ProvideautomatedupdatestocustomersonchangestodesignstandardsontheG81site 7 M
ReviewtheprocessforcomplexDisconnections/Disconnectionsassociatedwithadevelopmentprojectandagreeimprovementactionsandtargettimescaleswithstakeholders
8 L
Review,withtheaimofsimplifying,theletterofauthorityprocess,whereaconsultantorothercustomerrepresentativeisinstructedtoactonthecustomersbehalf
9 L
Provide.dgn(drawing)filesforbespokesubstationdesigns 10 L
Reviewthethresholdforstagepaymentsinconjunctionwithcustomers 11 L
Generating ideas Refining our WorkplanPrioritisation Exercise
24UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
How we developed and sought endorsement of our workplan continued...
OurCiCteamhaveaproactive
relationshipwiththeICP&IDNO
communityandworkcloselytoensure
wedeliveronourpromises.
Wearechallengedonourproposals
whichensuretheinitiativeswedeliver
arerobust.Wealsousethesame
reportingmechanismastheother
segmentsandusenewstatusreports
withdefinedmetricsandreportonthis
throughourquarterlyreportstodeliver
greatertransparency.
CiCWORKSHOPATTENDEES48
5 SCRUTINYPANELS
2 SCRUTINYPANELS(2PERCUSTOMERSEGMENT)
How we developed our workplan with our ICPs & IDNOs
Generating ideas Refining our WorkplanPrioritisation Exercise
CiC Initiatives 2018–19 Ranking Priority
InadditiontoexistingCiCworkshops,continuetoprovideinterimworkshopsfocussedonspecifictopicsaccordingtostakeholderdemand 1 H
RunworkshopsforcustomersandstakeholderslookingtoinstallEVchargingpoints 2 H
ProvideautomatedupdatestocustomersonchangestodesignstandardsontheG81site 3 H
Providesimpleguideforthere-introductionofupfrontassessmentanddesignfees(ifappropriate) 4 M
Review,withtheaimofsimplifying,theletterofauthorityprocess,whereaconsultantorothercustomerrepresentativeisinstructedtoactonthecustomer’sbehalf
5 M
ProvideworkshopsonspecificareasofEHVdesigntohelpimprovequalityofdesignsubmissions 6 M
Extendscopeof‘smallserviceself-service’toincludeworkingontheinterconnectednetwork 7 L
Reviewandre-issuetemplatelettertoassistICPsinexplainingCiCtolandowners 8 L
OptimiseCiCsectionofwebsite 9 L
1,271CUSTOMERSPARTICIPATEDINTELEPHONYSATISFACTIONSURVEY
89%OVERALLCUSTOMERSATISFACTION,MEASUREDBYTELEPHONYSURVEY
25UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
How we developed and sought endorsement of our workplan continued...
TheHighwayServicesteamhas
presentedatboththeAssociationof
StreetLightingEngineers(ASLEC)and
LondonLightingEngineersGroup(LoLEG)
Forumstoensureweareconsultingas
widelyaspossible.
Moreorganisationsareinstalling
equipmentonthepublichighwaythat
requiresapowersupplyandtheteamis
makingsureweengagewiththesenew
groupsincludingtelecoms,advertising
andEVstakeholders.
HIGHWAYSERVICESFORUMATTENDEES
45
INAUGURALINDUSTRYNEWSLETTERS
QUARTERLYNEWSLETTERS
How we developed our workplan with our Highway Services customers
Highway Services Initiatives 2018–19 Ranking Priority
ImproveunderstandingamongstLocalAuthoritiesaboutreportinglocalissuesbyintroducinganappforreportingincidents,communicationviasocialmediaandfurtherinformationevents
1 H
DevelopCustomerPortal 2 H
Developandconsultonprocessfordealingwithmeteredstreetfurniture(suchasEVchargingpoints)underfaultconditions 3 H
Publishdisconnectionsdatatocontinuetoshowpositivetrendsanddeliveryoftheagreedtimescalesfordelivery 4 M
OverseereinstatementforHWSConnectionsworksinawaythatisbetterthanhowtheywerefoundinthefirstplace 5 M
Roll-outthenewprocessforemergencytransfersunderfaultconditions 6 L
Consultwithstakeholdersonthepossibilityofprovidingdifferentofferings–‘apremiumservice’–fortheprovisionoftheelectricalconnectiontostreetfurnitureassets
7 L
Generating ideas Refining our WorkplanPrioritisation Exercise
26UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
How we developed and sought endorsement of our workplan continued...
DERplaysakeyroleinthedevelopment
ofourElectricVehiclestrategyand
transitiontoaDistributionSystem
Operator(DSO).Ourstakeholdersare
criticaltothisprocessandwewill
engagewithourcustomersthroughout
theyearasourworkplanevolves.
Wearealsoreportingoneachinitiative
usingprojectmanagementmethodology
toensurecontinuousmovementand
transparencyinreporting.
43,000ELECTRIC VEHICLES CONNECTED TO OUR NETWORKS
DGFORUMATTENDEESAT2017–18EVENTS
202
DGSURGERIESWITHASATISFACTION
SCOREOF9.5
31
INAUGURALINDUSTRYNEWSLETTERS
How we developed our workplan with our Distributed Energy Resources (DER) customers
DER Initiatives 2018–19 Ranking Priority
DeliverimprovementstotheDGmappingtool 1 H
Publishaflexibilityroadmapidentifyingthelocationswhereflexibilityservicesmightberequiredin2018 2 H
Accelerateroll-outofFDG(ActiveNetworkManagement)fromthecurrentpubliclyavailableplan 3 H
ProvidemonthlyupdatestotheContractedbutnotConnectedRegister(CCR) 4 H
Publishedrevisedprocesswherecustomersareaddingequipmenttoexistinggenerationssites(responsetoconsultationpublishedin2017–18plan(19.17))
5 M
Developsimpleguideforstakeholdersonflexibilityservices 6 M
Developsimpleguideforcustomersonpost-connectionchanges 7 M
DevelopanA–ZGuideonDSOforLocalAuthorities 8 L
DevelopnewwebpageincollaborationwithCommunityEnergyEnglandtoactasaknowledgecentretosupportlocalenergygrowth 9 L
Generating ideas Refining our WorkplanPrioritisation Exercise
27UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Delivering our Plan
Wedelivered38separateinitiativesaspartofour2018–19ServiceDevelopmentPlan,thatweredevelopedthroughengagement
andwithinputfromourcustomers.Asinpreviousyears,wepublishedquarterlyupdatesaswellasamid-yearreview.Thesepublicationsare
availableonourwebsiteathttps://www.ukpowernetworks.co.uk/internet/en/have-your-say/listening-to-our-connections-customers/
Thefulllistofinitiativesisoutlinedbelowandadetailedstatusupdateforeachinitiativefollowsthesummaryworkplan.
Status: Target not met
At risk On track Completed
Highway Services Metered ICPs & IDNOsDistributed GenerationCustomer Segments
Service Development Plan
Strategy Area Reference Initiative Measure Market segment Status
Improve our pre-application
support
1.18 RunworkshopsforcustomersandstakeholderslookingtoinstallEVchargingpoints Workshopsheldandminimum87.5%stakeholdersatisfactionachieved
2.18 DeliverenhancementstotheDGMappingtool Enhancementsavailabletocustomersbytargetdate
Provide ease of access to important
business information
3.18 ProvideautomatedupdatestocustomersonchangestodesignstandardsontheG81site Automatedupdatesreceivedbycustomersbytargetdate
4.18 ReviewtheimplementationofConnectionsOfferExpenses(upfrontA&D)withcustomersandpublishfindings
Reviewcompleteandfindingspublishedbytargetdate
5.18 Reviewtheprocessforfinalisingaccountsonthecompletionofaproject Reviewcompleteandpublishedbytargetdate
6.18 Continuetomonitorandpublishthedataassociatedwithsimple,non-complex,metereddisconnections
Disconnectionsdatapublishedmonthlyfromtargetdate
7.18 ProvidemonthlyupdatestotheContractedConnectionsRegister(CCR) Monthlyupdatesavailablebytargetdate
8.18 PublishafutureofenergyguideforLocalAuthorities Guidepublishedbytargetdate
9.18 Developnewwebpagetoactasaknowledgecentretosupportlocalenergygrowth Webpagelivebytargetdate
10.18 PublishasimpleguideforcustomersabouttheMPANprocess,includingthemanagementofMPANsassociatedwithDisconnections Guidepublishedbytargetdate
11.18 Publishasimpleguidefortheremovalofanunidentifiedcablefromsiteparticularlyinanemergencysituation Guidepublishedbytargetdate
12.18 Reviewandre-issuetemplatelettertoassistICPsinexplainingCiCtolandowners TemplateletterupdatedandpublishedonG81
13.18 OptimiseCiCsectionofwebsite RevisedCiCpagespublishedbytargetdate
28UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Delivering our Plan continued...
Service Development Plan – continued
Status: Target not met
At risk On track Completed
Highway Services Metered ICPs & IDNOsDistributed GenerationCustomer Segments
Strategy Area Reference Initiative Measure Market segment Status
Provide customers with more choice and
flexibility over the services they receive
14.18 Publishaflexibilityroadmapidentifyingourflexibilityserviceneeds(2018–2023) Flexibilityroadmappublishedbytargetdate
15.18 Publishtendersidentifyinglocationsforflexibilityservices Locationsidentifiedandtendersissuedbytargetdate
16.18 Inadditiontoexistingforums,continuetoprovideinterimworkshopsfocussedonspecifictopicsaccordingtostakeholderdemand
Workshopsheldandminimum87.5%stakeholdersatisfactionachieved
17.18 WorkwithcustomerstoidentifyandimplementenhancementstotheStreetFurniturefaultmap Enhancementsavailabletocustomersbytargetdate
18.18 Consult,developandagreeplantoimplementself-servicefunctionalityforHighwayServicescustomers Planagreedwithstakeholdersandpublishedbytargetdate
19.18 DevelopandconsultonaprocessfordealingwithmeteredStreetFurniture(suchasEVchargingpoints)underfaultconditions Consultationpublishedbytargetdate
20.18 Wherepossible,makephotographicevidenceoftheworksavailableaspartofthecustomerworkpackonrequest
Photographicevidenceofworksavailabletocustomersbytargetdate
21.18 CarryoutareviewofthePilotprocessforprioritytransfersunderfaultconditionsandpublishfindings Reviewcompleteandfindingspublishedbytargetdate
22.18 ReviewtheprocessforcomplexDisconnections/Disconnectionsassociatedwithadevelopmentprojectandidentifyimprovementactions
Improvementactions,withimplementationtimescales,publishedbytargetdate
23.18 ProvideworkshopsonspecificareasofEHVdesigntohelpimprovequalityofdesignsubmissions
Workshopsheldandminimum87.5%stakeholdersatisfactionachieved
24.18 Extendscopeof‘smallserviceselfservice’toincludeworkingontheinterconnectednetwork
Newscopeavailableandupdateddocumentationavailablebytargetdate
25.18CarryoutareviewofICPpartfundedreinforcementactivityincludingpreviousUKPowerNetworksandotherDNOpilots,toidentifylearningpointsandoptimumwayforward
Reviewcompleteandfindingspublishedbytargetdate
26.18 Accelerateroll-outofFDG(activenetworkmanagement)fromthecurrentpubliclyavailableplan Revisedplanpublishedbytargetdate
29UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Service Development Plan – continued
Delivering our Plan continued...
Status: Target not met
At risk On track Completed
Highway Services Metered ICPs & IDNOsDistributed GenerationCustomer Segments
Strategy Area Reference Initiative Measure Market segment Status
Provide customers with more choice
and flexibility over the services they
receive
27.18 Publishrevisedprocesswherecustomersareaddingequipmenttoexistinggenerationssites(responsetoconsultationpublishedin2017–18plan(19.17)) Revisedprocesspublishedbytargetdate
28.18 Reviewtheletterofauthorityprocess,whereaconsultantorothercustomerrepresentativeisinstructedtoactonthecustomersbehalf Locationsidentifiedandtendersissuedbytargetdate
29.18 EnhanceaccesstonetworkdrawingsforICPsviaNetmapWebview Workshopsheldandminimum87.5%stakeholdersatisfactionachieved
30.18 ImprovevisualisationandreportingonFlexibleDistributedGeneration(FDG)connections Enhancementsavailabletocustomersbytargetdate
Improve the communication
and transparency associated with
the delivery of connections
activities
31.18 ImprovetheprocessfortherecordingofDisconnectionsonsite(electronic)andtheissuingofDisconnectionsCertificate(byemail)fortheworkcompleted Revisedprocessimplementedbytargetdate
Provide ease of access to important
business information32.18
MonitorconnectionsworkloadandworkthroughputforQuote,DeliveryandCompletionforthreemonths.Undertakeanalysistounderstandpotentialareasofimprovementandsharefindingswithstakeholders
Analysispublishedbytargetdate
Improve our pre-application
support33.18 IncreasethefrequencyofDERsurgeriesandinvestigateanonlinebookingtool Weeklysurgeriesavailablebytargetdate
Provide ease of access to important
business information34.18 MakeAppendixGinformationmorereadilyavailabletocustomers AppendixGinformationavailablebytargetdate
Provide customers with more choice
and flexibility over the services they
receive
35.18 ReviewourUKPowerNetworksDERofferingagainsttheOpenNetworksPre-ApplicationGoodPracticeGuideandpublishfindingsandrecommendations Findingspublishedbytargetdate
30UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Delivering our Plan continued...
Service Development Plan – continued
Highway Services Metered ICPs & IDNOsDistributed GenerationCustomer SegmentsStatus: Target not
metAt risk On track Completed
Strategy Area Reference Initiative Measure Market segment Status
Provide customers with more choice
and flexibility over the services they
receive
36.18 ImprovetheturnaroundtimeforprovidingoutageinformationtoGeneratorsby10%andpublishdata Dataonturnaroundtimespublishedbytargetdate
Provide customers with more choice
and flexibility over the services they
receive
37.18
OfcomarebringinginnewSLAstoensuretelecomsprovidersreconnecttheirinfrastructureinatimelymanner.UKPowerNetworkswillsupporttheseprovidersinreconnectingtheelectricitysupply.
OpenreachandUKPowerNetworkshavejointlydevelopedthepilotinitiative
Pilotprocessdevelopedandinplacewithcustomer(Openreach)bytargetdate
Provide customers with more choice
and flexibility over the services they
receive
38.18
For11kV/33kVschemes,assessopportunitiestoextendthecurrentscopeofcontestability.Scenariosmayinclude:1:UpgradeandRelocationofexisting11kVsubstations,wherethetransformeris
costapportioned2:Disconnectionof11kVIDNOsubstations
Assessmentcompleteandfindingssharedwithstakeholders
31UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
Looking Back 2018–19 (Initiatives)
//ICE Initiative #1.18Key Milestones Initiative # RAG This Period Due Date
MeetwithUKPowerNetworksstakeholderstoidentifydatesandagreesubjectmatter/materialfortheworkshops
1.18.1 Complete
Arrangeinitialworkshop 1.18.2 Complete
Holdworkshop1.18.3 Complete
Reviewfeedbackfrominitialworkshop
1.18.4 Complete
Plansubsequentworkshopsifappropriate
1.18.5 Complete
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Improve our pre-application support
Proposed Completion Date: FromJune2018
Initiative & Measure RunworkshopsforcustomersandstakeholderslookingtoinstallEVchargingpoints
Background InterestinEVsisincreasing.StakeholderspurchasinganEV/providinginfrastructuretosupportthegrowthofEVsmaynotbefullyconversantwiththerequirementsnorhow/whentocontacttheDNO.Ourworkshopswillprovidestakeholderswiththeinformationtoguidethemthroughtheapplicationandconnectionprocess
Summary Status WehostedtwoEVworkshopson6Septemberandoneon13September.Nearly90peopleattendedtheseeventsandwereceivedsomeusefulfeedbackforusewhenplanningsubsequentevents
Status: Target not met
At risk On track Completed
Overall Status Complete
32UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #2.18Key Milestones Initiative # RAG This Period Due Date
Review2017“low”requirementsanddeterminewhetherstillvalid
2.18.1 Complete
MailshotDGmailinglisttorequestlistofupdatesrequiredfor2018–19
2.18.2 Complete
Holdworkshopifappropriate–discussoutputsof2.18.2&3(ifappropriatewithIT)
2.18.3 Complete
Developprioritylist2.18.4 Complete
Publishplanofplannedupdates/enhancements
2.18.5 Complete
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Improve our pre-application support
Proposed Completion Date: February2019
Initiative & Measure DeliverenhancementstotheDGmappingtool
Enhancementsavailabletocustomersbytargetdate
Background TheDGmappingtoolprovidesstakeholderswithinformationtoallowthemtoself-servebyprovidingvisibilityofkeybusinessdata.Itisimportantthatthetoolremainsfitforpurposeandreflectswherepossiblestakeholdersrequirements
Summary Status Thehighpriorityenhancementsagreedattheworkshopon23May2018havebeendeliveredandarenowliveonourDGmappingtool
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
33UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #3.18Key Milestones Initiative # RAG This Period Due Date
Internalrequirementsgatheringmeeting
3.18.1 Complete
ICPrequirementsgatheringmeeting22May2018CiCworkshop
3.18.2 Complete
Buildcomplete3.18.3 Complete
Testprocess3.18.4 Complete
Golive3.18.5 Complete
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: February2019
Initiative & Measure ProvideautomatedupdatestocustomersonchangestodesignstandardsontheG81site
Automatedupdatesreceivedbycustomersbytargetdate
Background DuringaseriesofstakeholdertelephoneinterviewsinNovember2017,weaskedourCiCstakeholdersiftherewasanythingelseweshouldbedoingintheareaofconnectiondesign.AnICPresponded:“Ifyouweretomakeanychangestoastandardinthelibrary,itmaybeworthfiringanautomatede-mailroundtopeoplesayinganewversionhasbeenuploadedtoflagupit’shappenedasWPDdothisanditsveryuseful”.WehadalreadybeenconsideringmovingtoaregistrationapproachforourG81sitetoenableustotrackuseractivityandprovidemorefocussedcommunications
Summary Status ThenewandimprovedG81technicallibrarywasmadeavailableinFebruary2019inlinewithstakeholderfeedbackImprovementsinclude:• Improvedsearchfunctionalitywithcategoryfiltering• Quickaccesstodocumentcategories,andsubcategories• Theadditionofasubscriptionfacilityfordocumentupdates• Theabilitytoviewthesummarydetailsofadocument
beforedownloadingit• Downloaddocuments,whereavailable,inmultipleformats
e.g.PDF&.dwg(CADfiles)• QuickaccesstorecentAlertsandBulletins
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
G81 looks really good, well developed.
Steve Lappin, Reach Active
I have been using G81 today, the search engine is greatly improved, a big success.
Gareth Spinner, Noveus
34UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #4.18Key Milestones Initiative # RAG This Period Due Date
Developdatacaptureprocesses 4.18.1 Complete
Gatherfeedbackfromrelevantstakeholderworkshops
4.18.2 Complete
Review&documentfindings 4.18.3 Complete
ValidatefindingsatSeptemberCiCworkshop
4.18.4 Complete
Incorporate/assessfeedback 4.18.5 Complete
Publishdocumentationandcommunicatetoallstakeholders
4.18.6 Complete
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: October2018
Initiative & Measure ReviewtheimplementationofupfrontAssessmentandDesign(ConnectionsOfferExpensesregulations)withcustomersandpublishfindings
Reviewcompleteandfindingspublishedbytargetdate
Background From6April2018,thenewConnectionOfferExpensesregulationsenableDNOstochargeforthecostsincurredinpreparingaquotation(theA&Dcharges)beforesendingthecustomeraquotation.UKPowerNetworkstrialledanewprocesstoassesstheimpactofthesechanges
Thisinitiativereviewedthetrialandourfindingsweresharedwithstakeholders
Summary Status Reviewcompletedincludingconsultationwithstakeholders.ReportpublishedandcommunicatedtostakeholdersattheendofOctober2018.ReportpostedontheUKPowerNetworkswebsite:https://bit.ly/2yDOBOw
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
I found the meeting useful and would like to record that my company is supportive of the approach being taken by UK Power Networks as
regards the introduction of A&D fees.
Yet again UK Power Networks has shown how it has evolved into a customer focused utility, not just a statutory functionary which regards
customers are an impediment. Steve Gist, TUSC
35UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #5.18Key Milestones Initiative # RAG This Period Due Date
MeetwithUKPowerNetworksstakeholderstoidentifyimprovementopportunitiesintheprocessfollowingthecompletionofaproject
5.18.1 Complete
DiscussareasforimprovementwithexternalstakeholdersandScrutinyPanelmembers
5.18.2 Complete
Circulateproposedimprovementsandimplementationplan
5.18.3 Complete
Implementimprovements 5.18.4 Complete
Reviewbenefitsincludingcustomerfeedback/initiativecomplete
5.18.5 Complete
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: December2018
Initiative & Measure Reviewtheprocessforfinalisingaccountsonthecompletionofaproject
Reviewcompleteandpublishedbytargetdate
Background Onceaprojecthasbeencompleted,beforeitisconsideredclosed,itshouldbereviewedandanyoutstandingmattersshouldbeconcluded.Customershaveaskedthatweformalisethisprocessandprovideconfirmationofclosureincludingthebalancingofanyoutstandingfinancialamounts(refundorcharges)
Summary Status Reviewcompleted,includingconsultationwithstakeholdersandcustomerScrutinyPanel.Improvementsimplementedthroughout2018.ReportpublishedandcommunicatedtostakeholdersinDecember2018
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
36UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #6.18Key Milestones Initiative # RAG This Period Due Date
PublishDisconnectionsperformancedata(monthly)
6.18.1 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: FromMarch2018
Initiative & Measure Continuetomonitorandpublishthedataassociatedwithsimple,non-complex,metereddisconnections
Disconnectionsdatapublishedmonthlyfromtargetdate
Background Followingonfromaninitiativeinthe2017–18ServiceDevelopmentWorkplanthisinitiativewastomonitorsuccessagainstthethreemetricsrelatedtosimple/non-complexdisconnections
Summary Status ThemonthlyperformanceispublishedontheUKPowerNetworks’websiteinthe‘Listeningtoourcustomers’pages
Status: Target not met
At risk On track Completed
Overall Status Complete
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Delivered within 10 working days(of earliest start date – supplier notification)
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2018 2019
37UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #7.18Key Milestones Initiative # RAG This Period Due Date
Discussandagreeabilitywithinternalstakeholderstobeabletoprovidemonthlyupdates
7.18.1 Complete
Reviewprocessforprovidinginformationandassesswhetheranyimprovementscanbemade
7.18.2 Complete
Provide1sttrialmonthlyupdateforreview
7.18.3 Complete
Provide1stmonthlyupdate 7.18.4 Complete
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: FromJuly2018
Initiative & Measure ProvidemonthlyupdatestotheContracted(butnot)ConnectedRegister(CCR)
Monthlyupdatesavailablefromtargetdate
Background TheCCR(withtheDGmappingtool)providesstakeholderswithinformationtoallowthemtoself-servebyprovidingvisibilityofkeybusinessdata.Itisimportantthattheinformationisprovidedmorefrequentlyandremainsfitforpurpose
Summary Status Followinganinitialtrial,monthlyupdatestotheCCRhavenowbeenimplemented
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
38UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #8.18Key Milestones Initiative # RAG This Period Due Date
Setupcollaborationandpartnerships 8.18.1 Complete
Markettestanddeveloptheguide 8.18.2 Complete
Co-designandtestedhandbook 8.18.3 Complete
Project Manager/Lead: Lynne McDonald, SmartGridTeam
Strategy Area: Business Information – Educate and inform Local Authorities of the transition to DSO and opportunities of the future of energy
Proposed Completion Date: September2018
Initiative & Measure PublishafutureofenergyguideforLocalAuthorities
Webpagelivebytargetdate
Background UKPowerNetworkshaspublishedaseriesofguidestoprovideawareness,informationandguidanceonkeytopicsfortargetaudiences.AspartofourtransitiontoDSOweaimtobringalongwithusallcustomersandstakeholders.LocalAuthoritiesasacustomergroupcanplayacriticalpartofthegrowthoflocalenergy.ThereforeitisimportantthatweshareandinformthemofourtransitionsplanstoDSOandtheopportunitiesavailabletothemthatwecanfacilitate
Summary Status UKPowerNetworkspartneredUK100todevelopaguidethatwastestedwithCouncillorsandOfficersinanumberoflocalauthorities
Theguidewaspublishedonourwebsitebythetargetdate
Overall Status Complete
Status: Target not met
At risk On track Completed
Looking Back 2018–19 (Initiatives)
A useful document to share with non-experts’ such as Councillors to help educate them.
Energy Officer
39UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #9.18Key Milestones Initiative # RAG This Period Due Date
SetupPartnershipwithCommunityEnergyEngland
9.18.1 Complete
Marketresearch,co-designandproductionofwebpage
9.18.2 Complete
Webpagelive9.18.3 Complete
Project Manager/Lead: Lynne McDonald, SmartGridTeam
Strategy Area: Business Information – Launch new Community Energy website to improve user experience and support local energy growth
Proposed Completion Date: July2018
Initiative & Measure Developnewwebpagetoactasaknowledgecentretosupportlocalenergygrowth
Webpagelivebytargetdate
Background UKPowerNetworkscurrentlyhasawebpageforCommunityEnergy.AspartofcontinuousimprovementinprovidinggreatcustomerservicetocommunityenergycustomersandtosuccessfullyrespondtothecustomeraskfollowingtheUKPowerNetworksFutureSmartstrategyconsultation,anewwebpagewillbelaunched.Thiswilladdressthegrowingcustomergroupandensurewearefacilitatinglocalenergygrowth
Summary Status Anewwebpagewasco-designedwithCommunityEnergyEnglandandthethreeregionalCommunityEnergyHubs;South,EastandLondon
Thewebpageisnowlive(seehere)
Overall Status Complete
Status: Target not met
At risk On track Completed
Looking Back 2018–19 (Initiatives)
40UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
I am upgrading to a SMART Meter, do I need a new MPAN?No, you do not need a new MPAN for a smart meter if the old meter is a settlement meter
already, and the SMART meter is just a replacement.Will I be able to know what supplier is appointedʼ from just the MPAN?The MPAN does not indicate who the supplier is. This can be found out using the MPAN
through the MPAS team. However, you can identify the regional location from the MPAN. In UK
Power Networks’ area all London (LPN) MPAN start with a 12, In our Eastern Area (EPN) they
start with 10 and in our South Eastern Area (SPN) they start with 19The address, used to raise the MPAN, has changed, who should I contact?Once an MPAN has been registered with a supplier, amendments to the address can only be
are arranged through the supplier.I have an MPAN number and connection dates, who will fit my meter?Meters are arranged and fitted by your nominated supplier.How can I obtain a list of suppliers?
Refer to the MOCOPA website - https://mocopa.org.uk/signatories/
3
Profile Type: Indicates which Profile Class the Metering Point is associated with (Non Half Hourly customers only, the Half Hourly profile class is represented as 00).
Meter Timeswitch Code (MTC): Indicates the capability of the meter and the time pattern applied for a multi-rate tariff supply and other technical information (e.g. economy 7, number of registers.) Line Loss Factor Class (LLFC) : Identifies the Distribution Use of System (DUoS) Tariff and Line Loss Factor Class for the Metering Point, and hence what level of DUoS charges are payable and what electrical losses have to be accounted for in making the supply to the customer. Distribution Identifier: Identifies which Distribution System Operator’s Distribution System the Metering Point is connected to.
Unique Reference Number : A unique number (within the Distribution System) to identify the specific Metering Point.
Check Digit : A number calculated from the Distribution Identifier and Unique Reference Number to provide a check digit that other systems can use to validate the above identifier and reference numbers.
The meaning of an MPAN
MPAN_Guide_Sept2018_FINAL
Frequently Asked Questions
//ICE Initiative #10.18Key Milestones Initiative # RAG This Period Due Date
CollateMPANmaterials 10.18.1 Complete
Discussareasforinclusion/frequentlyaskedquestionswithstakeholders(UKPowerNetworksandcustomers)
10.18.2 Complete
Preparedraftguide10.18.3 Complete
CirculatedraftMPANGuideforcommentandfeedback
10.18.4 Complete
Incorporatesuggestedchangesandfinaliseguide
10.18.5 Complete
Guidepublished,Initiativecomplete 10.18.6 Complete
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: September2018
Initiative & Measure PublishsimpleguidetoMPANsincludingthemanagementofMPANsassociatedwithDisconnections
Guidepublishedbytargetdate
Background TheprocesssurroundingthemanagementofMPANsincludingtheircreation,anddisconnection,canbeconfusingandcustomersoftenaskforclarificationespeciallywhodoeswhat
Summary Status TheMPANGuidewascompletedinconjunctionwithstakeholdersandsubjectmatterexpertsfromwithinUKPowerNetworksandcommunicatedtoover700stakeholders
Theguidecanbefoundonourwebsitehere
Status: Target not met
At risk On track Completed
There are two reasons why you might need to disconnect an MPAN.
Note: Logical disconnections are not to be requested directly by the customer to UK Power Networks, or in place
of a Physical disconnection, as this will result in MPAN’s showing as a De-energised not as Disconnected.
2
Disconnecting MPAN Numbers
Because it is associated with a Physical disconnection where the cable will be pot-ended.
This can be arranged by contacting our Disconnection Team by email [email protected] or by calling 0800 855 290. Alternatively complete
our online application form at the following link: https://www.ukpowernetworks.co.uk/internet/en/our-services/A Logical Disconnection will be required if i) you have a duplicate MPAN at the same
address ii) where there is a change in supply tariff type iii) if a secondary MPAN is no longer
required or iv) if there is a rogue address within the database.These can only be initiated by the supplier and will be actioned through a data flow (DFlow).
1
2
How do I register my MPAN?When the 13 Digit MPAN has been provided to you by UK Power Networks, you will need to contact
your nominated supplier to register it and discuss metering arrangements.What is a Data flow (D-flow)This entity provides a description of a data flow between parties including suppliers and Distribution
Network Operators (DNO).A data flow is a logical flow of information between trading parties and is
defined in terms of its constituent data items. The definition of the data will include its name,
description and other details.What is a UPRN A Unique Property Reference Number or UPRN is related to a property / item / piece of land, issued
by the local authority e.g., phone box, lake, flat, house, land.I am switching supplier, do I need a new MPAN?No, the MPAN is unique to the location of the supply point, a new supplier will use the same MPAN
as the previous supplier, even if the meter needs to be changed.I am upgrading a service, do I need a new MPAN?No, the existing MPAN can be used for the upgraded supply. IF additional supply points are to be
added to an existing supply (e.g. for a Building Network [BNO]) then additional MPANs will be
required.
I am not the owner, or registered with the electricity supplier, of the property where I need to
manage existing supplies. I have the MPAN/s, what is the process?If the supplies are not registered to you, UK Power Networks will require a Letter of Authority (on
headed paper) from the registered owner of the property (who manages the electricity bills) giving
permission for your company to manage them (and associated MPANs) on their behalf.
Frequently Asked Questions
MPAN_Guide_Sept2018_FINAL
Overall Status CompleteLooking Back 2018–19 (Initiatives)
MPAN Guide Understanding the process surrounding the management of
Meter Point Administration Numbers (MPANs).
MPAN_Guide_Sept2018_FINAL
1
What is an MPAN?The MPAN is a unique 21 digit reference number used in the UK that identifies each electricity supply point. UK Power Networks will provide the 13 digit lower line of the MPAN while the supplier, as part of the registration process, will provide the top line remaining 8 digits. For existing supplies, the MPAN can be found on the supply account bill.The gas equivalent is a Meter Point Reference Number.The MPAN should not be confused with your Customer
Reference Number or Account NumberIf you don’t have a supply account bill for a property, and don’t know the MPAN, there is an
online process to follow that can be found on the UK Power Networks Website
https://www.ukpowernetworks.co.uk/internet/en/help-and-advice/who-is-my-supplier/
alternatively the MPAS (Metering Point Administration Service) team can be contacted by either
calling 0800 029 4283 or by email: [email protected]
How to get an MPAN for a new ConnectionWhen your application has been quoted, accepted and payment has been received, your
Project Designer will arrange for the MPAN team to make contact with you to obtain all the
information, including the full postal address. As soon as this information is available the
MPAN numbers can be raised.
When to apply for my MPANYou should request the MPAN as soon as you have the full postal addresses for your
development and UK Power Networks have received the acceptance, and payment for the
work in full. Suppliers need up to 6 weeks for the registration process, once you have
contacted them with the MPAN(s).
New MPANʼs
Note: For Temporary Builders Supplies (TBS), we do not need to have a confirmed
postal address, however, we do need a site location and the nearest post code to the
location of the TBS
Information needed to get an MPANUK Power Networks will only produce the MPAN when we have received the full postal
addresses*, we will not raise MPANs with site plot addresses. The postal addresses will
be issued to you by the Street Naming and Numbering Department within the local
authority on your request. These must include the UPRN Number or be registered on the
Royal Mails live database. Please provide us with a copy of the letter / email received from
the local authority confirming the addresses. *We cannot raise the MPAN/s without this information
This looks fine to me and covers most things we need to know.
Housing Developer
41UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #11.18Key Milestones Initiative # RAG This Period Due Date
Reviewunidentifiedcableprocess(UKPowerNetworksinternal)
11.18.1 Complete
Discussareasforinclusion/frequentlyaskedquestionswithstakeholders(UKPowerNetworksandcustomers)
11.18.2 Complete
Preparedraftguide11.18.3 Complete
PublishdraftUnidentifiedCableGuideforcommentandfeedback
11.18.4 Complete
Incorporatesuggestedchangesandfinaliseguide
11.18.5 Complete
Guidepublished,Initiativecomplete 11.18.6 Complete
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: June2018
Initiative & Measure Publishsimpleguidefortheremovalofanunidentifiedcablefromsiteparticularlyinanemergencysituation
Guidepublishedbytargetdate
Background Whereanunidentifiedcableisfoundcustomersdon’tknowthebestcourseofactiontotake,thisinitiativewillprovideasimpleguidetohelp
Summary Status Theguidewasdevelopedfollowingareviewoftheprocessandpublishedbythetargetdate(June2018).TheguidecanbefoundontheUKPowerNetworks’websitehere
Status: Target not met
At risk On track Completed
Overall Status Complete
Background:
UK Power Networks, on occasion, are called to incidents involving damage to electrical cables by third parties where there have been injuries sustained as a result of coming in to contact with Live conductors or exposed to the risk of harm. Exposure to any live conductors presents a significant risk from potentially fatal electric shocks and burns.
This, added to work on developments being interrupted through the discovery of unidentified cables that may not be shown on cable drawings, or in locations that were not expected, and UK Power Networks’ commitment to Safety, led to the publication of this guide.
Introduction:
When a cable, not believed to be owned by UK Power Networks, is found and it is causing an obstruction, it may require diverting or removing, however, the first step on discovering an unidentified cable [not shown on any cable records] is to determine the asset owner.
Once all avenues of investigation have been exhausted to identify the asset owner, and where the unidentified cable is considered to be in the way of development, UK Power Networks will assist in the identification of the cable and where appropriate will provide a quotation to divert the cable.
The approved cable identification procedures must be followed to see if it is an HV cable, LV cable, Pilot cable, or a communications cable.
If the approved cable identification provides no result then the cable may be:• an abandoned cable,• an unrecorded idle cable, or• the property of another party.
There are generally two scenarios where the exposure of an unidentified cable becomes an issue:
Scenario (A)A third party is undertaking a demolition and has exposed and damaged an electrical cable
Scenario (B) A third party has discovered an electrical cable which is not shown on the cable records and may be preventing any further site development
IMPORTANT - In all instances, when working in locations where there is potential for historic assets to be present, safe working practices must be adhered to in accordance
with HSE Guidelines. http://www.hse.gov.uk/pubns/books/hsg47.htm
Unidentified Electricity Cable Guide
Understanding what to do when an unidentified cable is found in the ground.
Unidentified_Electricity_Cable_Guide_Jun2018_1.0
1
If the cable owner is identified, liaise with them direct to divert or remove thecable.
Find out who the cable belongs to. It is the third party’s responsibility to try to ascertain ownership. This will require contacting all possible owners of the cable and obtaining a written reply confirming or denying ownership.
Step 1
Possible asset owners include; Gas company, Water company. British Telecommunications plc, Cable communications company for area, Appropriate rail operators such as Network Rail, London Underground Limited or tramway operators. Also, National Grid Company. Independent Distribution Network Operators (IDNO), Local Authority (public lighting). Highways Authority (traffic monitoring and control).
[This is not an exhaustive list] The third party must make all reasonable efforts to contact all possible owners of the
unidentified cable.
Step 2
If no other party claims ownership of the cable, you may request that UKPower Networks assist in the removal / diversion of the cable. A charge willapply for this work.Step 3
A written request for the work to take place, and a declaration, will be required; accepting liability and indemnifying UK Power Networks from any claims which may arise. A template form can be supplied by the UK Power Networks Field Engineer, for completion when required.
Unidentifiedcable found
on site If found to be unsafe, the cable will be made safe by UK Power Networks
2
If the cable has markings that show it to be a low voltage cable, using approved procedures, UK Power Networks will open and test the cable. If the cable could be a HV cable, a more detailed procedure will be undertaken to ascertain if it is Live or Dead.
Step 4
Step 5
If LIVE, then further investigation will be required, e.g. by
excavation, signal injection and tracing, etc. then a diversion
quote can be provided.
If DEAD, using appropriate working techniques, the cable cores can be
cut and made safe. The site representative / developer will need to decide if the cable can remain in situ.
Cable un-damaged (or following repair)
If a Connections Project – Contact the designer for advice / or contact UK Power Networks General Enquiries team on 08000 294 285
A
B
Step 6
or
This is an emergency, call 105 or 0800 31 63 105Cable
Damaged
Note: For further guidance and advice, please contact UK Power Networks [Designer or Field Engineer]
Unidentified_Electricity_Cable_Guide_Jun2018_1.0
Looking Back 2018–19 (Initiatives)
42UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #12.18Key Milestones Initiative # RAG This Period Due Date
Draftrevisiontolettertemplate&consultwiththerelevantICP
12.18.1 Complete
CreateasCON08111k(appendedtotheCiCConsentspolicy)
12.18.2 Complete
UploadCONdoc&publishonG81 12.18.3 Complete
Issuecomms/revisedlettertemplate
12.18.4 Complete
Project Manager/Lead: Neil Madgwick,HeadofServiceDelivery,Connections
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: May2018
Initiative & Measure Reviewandre-issuetemplatelettertoassistICPsinexplainingCiCtolandowner
TemplateletterupdatedandpublishedonG81
Background DuringaseriesofstakeholdertelephoneinterviewsinNovember2017,weaskedourCiCstakeholdersforanyimprovementsuggestionsintheareaoflegalconsents.AnICPresponded:“Thereisdifficultywhenthere’sa3rdpartyinvolvementintermsoftheirunderstandingthatwecouldbeassistingorhelpprocurethelegalsonyourbehalf.Theydon’tunderstandthemarket.Becausewe’renotUKPowerNetworks,wedon’talwaysfeelthatwehaveasmuchsayorcloutwiththe3rdpartytogetthingsmovingthrough…Peopledon’tseewhatourroleinitis”
Summary Status Inconsultationwithstakeholders,anewdraftofthe–‘Installationofnewplantonthirdpartyland’letterwasagreedandpublishedon25May2018.Reference,CON08111kv1.0isavailableontheUKPowerNetworksG81TechnicalStandardsLibrary.AcommunicationconfirmingthiswassenttoICPson25May2018
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
43UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #13.18Key Milestones Initiative # RAG This Period Due Date
GatherICPinputsatMayCiCworkshop 13.18.1 Complete
Agreeactionplan,andtimescales,toimplementimprovements
13.18.2 Complete
Commencebuild13.18.3 Complete
Testbuild13.18.4 Complete
Golive13.18.5 Complete
Project Manager/Lead: Neil Madgwick,HeadofServiceDelivery,Connections
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: December2018
Initiative & Measure OptimiseCiCsectionofwebsite
RevisedCiCpagespublishedbytargetdate
Background DuringaseriesofstakeholdertelephoneinterviewsinNovember2017,severalICPscommentedthatthenavigationwithinourCiCwebpagescouldbeimproved.InMarch2018,welaunchedanew,mobile-responsivewebsiteunderinitiative26.17.During2018,wewillworkwithstakeholderstoupgradetheCiCcontentwithinthisnewwebsite
Summary Status TheCiCsectionoftheUKPowerNetworks’websitehasbeenoptimised,basedonstakeholderfeedback,publishedbytargetdate
WebsitepagesaimedatusersnewtoCiC(clickhere)
WebsitepagesaimedatICPandIDNOs(clickhere)
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
I am generally quite pleased with the proposed changes and layout.
Feedback received from an ICP during the test phase of development
44UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #14.18Key Milestones Initiative # RAG This Period Due Date
Developandmarkettestroadmap 14.18.1 Complete
Roadmapconsultationpublished
14.18.2 Complete
Project Manager/Lead: Stathis Mokkas, EnergyMarketsLead
Strategy Area: Enhanced Service Provision – Improve the information available to the DER market on our DSO flexibility needs
Proposed Completion Date: August2018
Initiative & Measure Publishaflexibilityroadmapidentifyingourflexibilityserviceneeds(2018–2023)
Flexibilityroadmappublishedbytargetdate
Background TogivethemarketvisibilityofhowUKPowerNetworksbelievesthefuturedistributionlevelflexibilitywillevolve,withinputfromthemarketinitsdevelopment
Summary Status Wehavepublishedourflexibilityroadmaponourwebsiteandpubliciseditatanumberofinternalandexternalcustomerevents
Status: Target not met
At risk On track Completed
Executive Summary
1
Back to contents
FlexibilityRoadmap
FutureSmartA smart grid for all: Our transition to Distribution System Operator
Overall Status CompleteLooking Back 2018–19 (Initiatives)
45UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #15.18Key Milestones Initiative # RAG This Period Due Date
Reviewreinforcementschemes
15.18.1 Complete
Commercialrequirementsagreed
15.18.2 Complete
Approvalofschemesandtenderdates
15.18.3 Complete
Schemesandtenderdatesarepublished
15.18.4 Complete
Project Manager/Lead: Stathis Mokkas, EnergyMarketsLead
Strategy Area: Enhanced Service Provision – Improve the information available to the DER market on our DSO flexibility needs
Proposed Completion Date: September2018
Initiative & Measure Publishlocationsforflexibilityservicestenders
Locationsidentifiedandtenderdatesannounced
Background Flexibilityservicesarecontractswithcustomers,orthirdpartyrepresentatives,toaccessthecustomer’sabilitytochangeloadand/orgenerationtosupportnetworkinvestmentandoperations.Theneedsarelocationspecific,andthesitesactasasignalforcustomerstoofferresourcesordevelopresourcesintherequiredareas
Werunflexibilitytenderstousecustomersflexibilityasanalternativetonetworkreinforcement
Summary Status WehavepublishedthelocationsforflexibilityservicesonthePicloplatform.Weheldaflexibilityeventformorethan100interestedstakeholderson1October2018wherewelaunchedthePicloplatform
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
46UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #16.18Key Milestones Initiative # RAG This Period Due Date
Identifysubjectworkshopareas 16.18.1 Complete
Communicateplannedworkshops 16.18.2 Complete
Conductworkshopsinaccordancewithplan
16.18.3 Complete
Reviewfeedbackfromallworkshopsheldandpublishsatisfactionscores
16.18.4 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: June2018
Initiative & Measure Inadditiontoexistingforums,continuetoprovideinterimworkshopsfocussedonspecifictopicsaccordingtostakeholderdemand
Background Inrecentyears,wehaveincreasinglyofferedsubjectmatterspecificworkshopsinadditiontoourgeneralCiCforums.Wecapturedvarioussuggestionsfromourstakeholders,inthecourseofaseriesoftelephoneinterviews,aboutpotentialsubjectsforfutureworkshops.Wesoughtstakeholders’viewsastoprioritiesatourJanuary2018forum
Summary Status Workshopscompletedinclude:
June2018–EHVDesign&Commisioning(CiC)July2018–SubstationDesignWorkshopSeptember2018–MeteredDisconnections(forICPs)September2018–ElectricVehicleWorkshop(x3)November2018–LegalWorkshop(CiC)
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
47UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #17.18Key Milestones Initiative # RAG This Period Due Date
Identifyenhancementswithstakeholdersatworkshops
17.18.1 Complete
Discussfeasibilityofenhancementswithinternalstakeholders
17.18.2 Complete
Developanactionplan 17.18.3 Complete
LiaisewithITforserviceimprovements
17.18.4 Complete
Prepareandtraininternalstakeholdersofanychangesmadetoassistwithdeliveryoftheenhancements
17.18.5 Complete
Stakeholdertesting17.18.6 Complete
Publishandcommunicatetoallcustomers
17.18.7 Complete
Initiativecomplete17.18.8 Complete
Project Manager/Lead: Sharon Alexander, CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: February2019
Initiative & Measure WorkwithcustomerstoidentifyandimplementenhancementstotheStreetFurniturefaultmap
Enhancementsavailabletocustomersbytargetdate
Background AttheHighwayServicesforuminMarch,customerscommendedtheteamonthefaultsmapandsuggestedassetownersbeaddedtothemapforeaseofreference
Summary Status WesurveyedourcustomerstoaskthemwhatimprovementstheywouldliketoseetoourStreetFurniturefaultmap
Wehavereviewedtheresponsesanddevelopedafinallistofimprovementswhichweimplemented.Voluntarycategorieswhichhavephysicalenduserssuchastelecommunications,digitalmediaandEVchargingpointshavebeenaddedtofaultsmaptoeasilyhighlightassetswithparticularsignificanceforourcustomers
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
Excellent progress, thanks again.Quote from a customer
Thank you again for this insight which is a very positive proactive development
by UK Power Networks.Quote from another customer
48UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #18.18Key Milestones Initiative # RAG This Period Due Date
LiaisewithITtoseeifthereisan“offtheshelf”solution
18.18.1 Complete
Engagewithinternalstakeholders
18.18.2 Complete
Engagewithexternalstakeholders
18.18.3 Complete
Draftimplementationplan
18.18.4 Complete
Agreetonextsteps18.18.5 Complete
Project Manager/Lead: Sharon Alexander, CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: December2018
Initiative & Measure Consulton,developandagreeplantoimplementself-servicefunctionalityforHighwayServicescustomers
Planagreedwithstakeholdersandpublishedbytargetdate
Background AttheHighwayServicesforuminMarch,customersre-iteratedthedesireforacustomerportalsotheycanplaceordersonlineandcanmonitorprogressoftheirwork
Summary Status Wehaveundertakenahighlevelreviewofourcurrentsystemcapabilityandsharedthiswithinternalstakeholders
WesharedourfindingswithourcustomersinDecember2018
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
49UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #19.18Key Milestones Initiative # RAG This Period Due Date
Reviewexistingprocessandidentifysuitablesolutionformeteredconnectionsoffunmeteredsupplies.
19.18.1 Complete
Seekviabilityoftheprocess 19.18.2 Complete
Consultinternalstakeholders 19.18.3 Complete
Reviseandincorporateamendments
19.18.4 Complete
Developandrollouttrainingplan 19.18.5 Complete
Communicateandpublishnewprocess 19.18.6 Complete
Implement19.18.7 Complete
Project Manager/Lead: Sharon Alexander, CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: March2019
Initiative & Measure Developandconsultonaprocessfordealingwithmeteredstreetfurniture(suchasEVchargingpoints)underfaultconditions
Consultationpublishedbytargetdate
Background TheregulatoryresponsetimesetbyourRegulatorOfgemforfixingtometeredandunmeteredconnectionfaultsisdifferent.WhentheGuaranteedStandardofPerformance(GSoP)timetorepairasinglestreetfurniturefaultwasfirstimplemented(upto25workingdays),thiswasareasonabletimescale.Elexoncodeshavebeenpermittedforitemsthatpreviouslywouldhavehadtobemeteredandthereforecannowbeunmetered.ThefaultresponsetimestorepairbothsetofStandardsdiffers
Wheretheroleofstreetfurnitureischanging(providingadditionalservicesforexample,retrofittingEVchargepointsforelectriccarcharging)customershaveaskedustolookatprovidingbettertimescalestorepair
Summary Status Areviewoftheexistingprocesshasbeenundertakenandanumberofpotentialsolutionsidentifiedandaconsultationpublished
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
50UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #20.18Key Milestones Initiative # RAG This Period Due Date
Checkwithcompliance/owneraboutprovidingaccesstoUKPowerNetworks’WorksManagementSystem(WoRMS)
20.18.1 Complete
Agreealternativesolutionifaboveisnotfeasible
20.18.2 Complete
Developprocessforprovision 20.18.3 Complete
ImplementInitiative20.18.4 Complete
Project Manager/Lead: Sharon Alexander, CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: January2019
Initiative & Measure Wherepossible,makephotographicevidenceoftheworksavailableaspartofthecustomerworkpackonrequest
Photographicevidenceofworksavailabletocustomersbytargetdate
Background AttheHighwayServicesforuminMarchcustomersqueriedifitwaspossibletoprovideevidenceonhowgroundworkswereleftafterworkhadtakenplace.Theysuggestedwepublishphotographicevidence–theteamagreedtoidentifyifwecouldmakephotographicevidenceavailableonrequestaswecurrentlyretainthisinformationonoursystems
Summary Status Areviewhasbeenundertakenofthefeasibilityofprovidingphotographicevidenceaspartofthecustomerworkpackonrequest.ThefindingsweresharedattheHighwayServicesForumon8November2018.Areportwascirculatedinformingcustomersthatwecanprovidephotographsuponrequestforaspecificconnection,ifavailableandthecustomeradvisedonwhotocontacttorequest
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
51UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #21.18Key Milestones Initiative # RAG This Period Due Date
Auditexistingprocess 21.18.1 Complete
Makerecommendations 21.18.2 Complete
Publishfindings21.18.3 Complete
Project Manager/Lead: Sharon Alexander, CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: September2018
Initiative & Measure Carryoutareviewofthepilotprocessforprioritytransfersunderfaultconditionsandpublishfindings
Reviewcompleteandfindingspublishedbytargetdate
Background PilotinitiativewasundertakenbetweenJanuaryandMay2018.Oncereviewisundertakenadecisionwillbemadewithinternalandexternalstakeholdersastowhethertheinitiativeshouldcontinue
Summary Status AreviewofthePilotwasundertakeninconjunctionwiththecustomer.AdecisionwastakentoextendthepilottoMarch2019andotherstakeholderswereinvitedtoparticipate.ThereportwassenttoHighwayServicesstakeholders
WehavereviewedthepilotandarepleasedtoconfirmthatwearemovingtheprocesstoBAUforcustomerswhosuccessfullycompletedthepilotforprioritytransfersunderfaultconditions.Wewillcontinuetoprovideatrial-stageofferingtoanynewcustomerswhowishtoavailthemselvesofthisservice
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
I am looking forward to the trial continuing for us to obtain further evidence of its success.
Quote from customer
52UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #22.18Key Milestones Initiative # RAG This Period Due Date
Reviewfeedbackfromworkshopsheldin2017andidentifyimprovementareas
22.18.1 Complete
Discusspotentialimprovementswithstakeholders
22.18.2 Complete
Developfeedbackintoadraftactionplan 22.18.3 Complete
Agreeactionplan,andtimescales,toimplementimprovements
22.18.4 Complete
PublishactionPlan(InitiativeComplete) 22.18.5 Complete
CommenceimplementationImprovements
22.18.6 Complete
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Enhanced service provision
Proposed Completion Date: December2018
Initiative & Measure Reviewtheprocessforcomplexdisconnectionsassociatedwithadevelopmentprojectandagreeimprovementactionsandtargettimescaleswithstakeholders
Planpublishedbytargetdate
Background Simple/noncomplexdisconnectionswereakeyfocusonour2017–18ServiceDevelopmentPlan.Stakeholdershaveaskedustoturnourattentiontodisconnectionsassociatedwithaproject,orcomplexdisconnections,withaviewofreducingtimescalesandimprovingtheprocess
Summary Status Improvementsidentified,sharedwithstakeholdersattheScrutinyPanelandimplementationcommenced.InitiativecompleteinDecember2018withimprovementactionscommunicatedtostakeholders
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
53UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #23.18Key Milestones Initiative # RAG This Period Due Date
Planseriesofworkshops 23.18.1 Complete
Issueinvitations23.18.2 Complete
Conductworkshops23.18.3 Complete
Reviewfeedbackfromworkshopsheldandpublishsatisfactionresults
23.18.4 Complete
Project Manager/Lead: Neil Madgwick,HeadofServiceDelivery,Connections
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: September2018
Initiative & Measure ProvideworkshopsonspecificareasofEHVdesigntohelpimprovequalityofdesignsubmissions
Workshopsheldandminimum87.5%stakeholdersatisfactionachieved
Background Aspartofour2017–18ServiceDevelopmentactivity,wecommittedtoreducethelevelofrejectionofdesignsat33kV(1.17)
Wecapturedfeedbackfromanumberofourstakeholders,inthecourseofaseriesoftelephoneinterviews,askingforguidanceonaspectsofEHVdesign
Summary Status EHVDesign&Commissioningworkshopwasheldon18June2018.Theworkshopwaswellreceivedwithanoverallsatisfactionfromparticipantsof98%
Thepresentationcanbefoundonourwebsitehere
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
2011. UK Power Networks. All rights reserved
Steel Containerised Building
• Currently under going prolonged trial with a view to gain Asset Management approval. Benefits as GRP building seen previously
• Install Video
2011. UK Power Networks. All rights reserved
• UK Power Networks harmonised civil layout:• EDS 07-0020 provides typical building size and foundation design• Can be of masonry, GRP, elevated composite cladding or steel containerised construction – TBC following Asset Management approval• Looped connections to be of masonry constructionEHV Design and Commissioning Workshop
18th June 2018
Really enjoyed it, thanks!!SMS
54UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #24.18Key Milestones Initiative # RAG This Period Due Date
Identifydocumentsrequiringchange 24.18.1 Complete
Completeamendmentstodocuments
24.18.2 Complete
Publish/uploaddocumenttoG81&issuecommunication
24.18.3 Complete
Project Manager/Lead: Steve Rogers,CompetitioninConnectionsManager
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: June2018
Initiative & Measure Extendscopeof‘smallserviceselfservice’toincludeworkingontheinterconnectednetwork
Newscopeavailableandupdateddocumentationavailablebytargetdate
Background Aspartofour2017–18CiCICEworkplanwecommittedtoenableFullSelfServiceforworksunder70kVA(15.17).WedevelopedaspreadsheettoolthatincorporatesSelf-DeterminationofPointofConnection,Self-ApprovalofDesignandSelfConnect
WhenweinterviewedICPsinNovember2017,oneICPcommentedthattheywerenotabletousethistool“aswedoahugeamountofworkintheLPNareawhichisinterconnected”
Summary Status UKPowerNetworks’documentsCON08120ICPSmallServiceSelf-Serviceprocedurev1.0andCON08120aICPSmallServiceSelf-ServiceWorksheetToolv1.0wasupdatedandpublishedontheUKPowerNetworksG81TechnicalStandardsLibrary.CommunicationssenttoICPstakeholderson29June2018
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
55UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #25.18Key Milestones Initiative # RAG This Period Due Date
Conductareviewofthe2013pilot 25.18.1 Complete
ReviewactivitybyotherDNOs 25.18.2 Complete
Publishfindings&optimumwayforward
25.18.3 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: February2019
Initiative & Measure CarryoutareviewofICPpartfundedreinforcementactivityincludingpreviousUKPowerNetworksandotherDNOpilots,toidentifylearningpointsandoptimumwayforward
Reviewcompleteandfindingspublishedbytargetdate
Background UKPowerNetworksconductedthefirstandcurrentlyonlypilotforthisactivityin2013
StakeholdersexpressedaninterestinmovingforwardwiththistopicbothinindividualstakeholderinterviewsinNovember2017andsubsequentlyat25January2018CiCworkshop
Summary Status LessonslearntfromapreviousUKPowerNetworksprojectandotherDNOapproacheswerereviewedandourproposalforafurtherextendedtrialwascirculatedtostakeholdersinvitingICPsforfeedbackandtoregistertheirinteresttotakepartinthetrial
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
56UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #26.18Key Milestones Initiative # RAG This Period Due Date
Developmentofnewplan 26.18.1 Complete
RevisedPlanPublished 26.18.2 Complete
Project Manager/Lead: Sotiris Georgiopoulos, HeadofSmartGridDevelopment
Strategy Area: Enhanced Service Provision – Accelerate plans facilitating customers to connect quicker and cheaper
Proposed Completion Date: June2019
Initiative & Measure Accelerateroll-outofFlexibleDistributedGeneration(FDG)thatusesActiveNetworkManagement(ANM)fromthecurrentpubliclyavailableplan.Revisedplanpublishedbytargetdate
Background UKPowerNetworkspreviouslypublishedaplanto2021fortheroll-outofFDG.Inresponsetostakeholderfeedbacktobringforwardourroll-outplanswehavecommittedtotheplanstobeacceleratedto2019
Summary Status UKPowerNetworkshasacceleratedtheroll-outofFDGtoallthreelicenceareasbytwoyearswithnewroll-outplanspublishedinourwebsiteinJune2018.TheplansoutlinewheneachGridSupplyPoint(GSP)willbeopenedforFDGconnections.AllGSPsinallthreeareaswillbeopenedforFDGconnectionsbytheendof2019whichmeansthatzonesthatwerepreviouslyplannedtobeopenedby2021,havebeenbroughtforwardinlinewiththiscommitment
PleasefindourEastofEngland,SouthEastofEnglandandLondonrolloutplansforflexibleconnectionsoverthenexttwoyears:seehere
Status: Target not met
At risk On track Completed
Overall Status Complete
Acceleratingtheroll-outofFDGinEPN
Looking Back 2018–19 (Initiatives)
SMS
57UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #27.18Key Milestones Initiative # RAG This Period Due Date
ShareOpenNetworkproposalswithallDNOsandNationalGrid
27.18.1 Complete
ShareproposalwithcustomeradvisorypanelandDERSteeringgroups
27.18.2 Complete
Continuetodevelopproposals 27.18.3 Complete
ShareproposalswithScrutinyPanel 27.18.4 Complete
Finaliseandpublish27.18.5 Complete
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: February2019
Initiative & Measure Publishrevisedprocesswherecustomersareaddingequipmenttoexistinggenerationsites(responsetoconsultationpublishedin2017–18plan19.17)
Revisedprocesspublishedbytargetdate
Background In2017–18westartedtoseeanincreaseinthenumberofrequeststoaddequipmenttoexistinggeneratingsites.Weconsultedin2017–18andstakeholderstoldusthiswasanareawhereclarityandimprovementcouldbeprovided.TheENAOpenNetworksprojectWS2P6isalsolookingtoprovideclarityinthisarea.Thisinitiativewillfollow/alignwiththeoutputofWS2P6
Summary Status WehaveworkedwithDNOcolleaguestodevelopproposalstoforOpenNetworksWS2P6“Goodpractice–PostConnectionchanges”andwhichwaspublishedattheendof2018.RecommendationsfromtheGoodPracticedocumentwillbeintroducedwithUKPowerNetworksbyJuly2019
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
58UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #28.18Key Milestones Initiative # RAG This Period Due Date
IdentifycircumstanceswhereaLetterofAuthorityisrequired(relatedtoConnectionsactivities)
28.18.1 Complete
Identifyareasforimprovement/opportunitiestoreducetheneedforaletterofauthority
28.18.2 Complete
Discusspotentialimprovementswithcustomers
28.18.3 Complete
Publishtheoutcomeofthereviewandinvitecomments
28.18.4 Complete
Publishrevisionsasappropriate 28.18.5 Complete
Initiativecomplete28.18.6 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Enhanced service provision
Proposed Completion Date: July2018
Initiative & Measure Reviewtheletterofauthorityprocess,whereaconsultantorothercustomerrepresentativeisinstructedtoactonthecustomer’sbehalf
Publishtheoutcomeofthereviewbythetargetdate
Background CustomerstoldusthatsometimestheprocesstoobtainaLetterofAuthority(LoA)canbeonerousanddon’talwaysdeemitentirelynecessary
Thisinitiativeistoreviewtheprocesswithaviewofsimplifyingit
Summary Status TheLoAprocesswasreviewedandeachscenariowhereaLoAisrequiredwasdefined.Thisworkwasdiscussedwith,andcommunicatedtostakeholdersoncompletion
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
I think you have covered off the most common scenarios. I appreciate that LoAs are sometimes required and these
proposals should make the overall process more user friendly for all.
Independent Connections Provider
59UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #29.18Key Milestones Initiative # RAG This Period Due Date
Identifyrelevantusers 29.18.1 Complete
Createuseraccounts29.18.2 Complete
Issueloginsanduserguide 29.18.3 Complete
Project Manager/Lead: Neil Madgwick,HeadofServiceDelivery,Connections
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: June2018
Initiative & Measure EnhanceaccesstonetworkdrawingsforICPsviaNetmapWebview
Accessenabledandloginsissuedbytargetdate
Background ICPscurrentlyaccessnetworkmapsviaoureMAPstool
Under2017–18initiative3.17,weimplementedaLineSearchsolutionforourwidercustomerbase.RecognisingICPs’needformoredetailedinformation,wehavecommittedtoprovidethemwithaccesstoourNetmapWebviewsystem
Summary Status Additionalusercredentialsrolledoutfrom28June2018toallICPsthatrequestedit.TheRDSSupportprocesstransferredtobusinessasusualandadditionaluserrequestprocessestablished(postprojectimplementation).CommunicationssenttoICPstakeholderson29June2018
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
60UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #30.18Key Milestones Initiative # RAG This Period Due Date
ApprovalforISGateAprojectmandate 30.18.1 Complete
ApprovalforISGateBInvestmentcase 30.18.2 Complete
CompleteDesign30.18.3 Complete
CompleteDelivery30.18.4 Complete
Project Manager/Lead: Tim Manandhar,SmartGridTeam
Strategy Area: Enhanced Service Provision – Improve the visibility of the operational performance and real time status of the live FDG customer connections
Proposed Completion Date: October2018
Initiative & Measure NewwebbasedportalforvisualisationandreportingofActiveNetworkManagement(ANM)andFlexibleDistributedGeneration(FDG)connectionperformanceliveinaformatco-designedwithcustomersbytargetdate
Background UKPowerNetworkscurrentlyhasawebportalthatprovideshighlevelstatusinformationtoFDGcustomers.AspartofthecontinuousimprovementtodelivergreatcustomerservicetotheFDGcustomers,thiswebportalisbeingupgradedtoprovidedetailedvisibilityoftheperformanceoftheliveANMsystemaswellasindividualcustomerconnectiondata.Thiswilladdressthegrowingcustomerrequestsfordetailedsystemreports,insightsandgranulardataforsystemevents
Summary Status Thenewwebportalisnowlive
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
61UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #31.18Key Milestones Initiative # RAG This Period Due Date
Meetsubjectmatterexpertsandarepresentativegroupinvolvedinthedisconnectionsprocesstoidentifyimprovementareas
31.18.1 Complete
Agreeactionstoimproveprocess 31.18.2 Complete
Shareproposedimprovementactionswithstakeholdersforcomment
31.18.3 Complete
Implementimprovementactions 31.18.4 Complete
MonitorprogressthoroughsampleauditofcompletedDisconnectionsjobs
31.18.5 Complete
Publishresultsofaudit 31.18.6 Complete
Initiativecomplete31.18.7 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Improve the communication and transparency associated with the delivery of connections activities and the management of outages
Proposed Completion Date: February2019
Initiative & Measure Improvetheprocessfortherecordingofdisconnectionsonsite(electronic)andtheissuingofadisconnectionscertificate(byemail)fortheworkcompleted
Revisedprocessimplementedbytargetdate
Background Thewaydisconnectionsarerecordedonsite,andthesubsequentaudittrail,isoftenthesourceofchallenge
Thisinitiativewastoreviewtheprocessandimplementimprovements
Summary Status Weengagedwithouroperationalteams,throughaseriesofspecificbriefings,toensuretheyunderstandtheimportanceofcorrectlycompletingthedisconnectioncertificatesandthatthesearecapturedelectronicallyontheirmobiledevicesatthetimeofcompletingthework.Acopyisthenattachedtothejobrecord.Wewillcontinuetoleavetheoriginalcopyofthecertificateonsitewhentheworkiscompletedandanelectronicversionwillbeattachedtothejobrecordandavailableasrequired
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
62UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #32.18Key Milestones Initiative # RAG This Period Due Date
identifymonitoringandreportingapproachwithUKPowerNetworks’stakeholders
32.18.1 Complete
Monitoringinprogress,monthlyreviewinplace
32.18.2 Complete
Reviewfindingsandcollatestakeholderreport
32.18.3 Complete
CirculatedraftstakeholderreporttoScrutinyPanel
32.18.4 Complete
Includedraftfindingsinidentifying2019–20WorkplanInitiativesforstakeholdercomment
32.18.5 Complete
Publishstakeholderreport 32.18.6 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Reduce lead times associated with connections activities
Proposed Completion Date: March2019
Initiative & Measure MonitorConnectionsworkloadandworkthroughputforQuote,DeliveryandCompletionforthreemonths.Undertakeanalysistounderstandpotentialareasofimprovementandsharefindingswithstakeholders
Analysiscompleteandfindingssharedwithstakeholders
Background Furthertofeedbackinthe2017–18ICEConsultation,andinresponsetofeedbackastakeholdernoted,therecanbeinconsistencesinthelevelofserviceprovidedbydifferentdesignersandengineers.Thisinitiativeistounderstandthisinmoredetail
Summary Status Weconsideredthreemonthsdatahowever,asatleastoneofthesemonthswasanatypicalmonth(December),wehaveusedabroadersetofdatafortheanalysisandthefindingsweresummarisedandcirculatedtostakeholdersbythecompletiondate
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
63UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #33.18Key Milestones Initiative # RAG This Period Due Date
Reviewexistingsurgeryprocessandmethodology
33.18.1 Complete
Holdinternalworkshoptodeveloprevisedproposals
33.18.2 Complete
ImplementtrialinoneDNO 33.18.3 Complete
Reviewfeedback33.18.4 Complete
Makechangesifappropriate 33.18.5 Complete
ImplementinremainingDNOs 33.18.6 Complete
Project Manager/Lead: Steve Halsey,DERDevelopmentManager
Strategy Area: Improve our pre-application support
Proposed Completion Date: December2018
Initiative & Measure IncreasethefrequencyofDERsurgeriesandinvestigatetheuseofanon-linebookingtool
Background Feedbackfromthe2017–18ICEConsultationandourreviewoftheimplementationofupfrontA&Dsuggestedthatcustomerswantedmorefrequentandtimelypre-applicationsupporttodiscussprojectsbeforecommittingtoaformalapplication.Aspartofourinternalreview/workshopwecarriedoutanassessmentofsurgerybookings,waitinglistsandattendance(forthepreviousthreemonths)anddecidedtoimplementaprocessthatwouldallowcustomerstobookad-hocsurgerieswithamaximumwaitperiodofsevenworkingdays.Wewillalsotrialinoneareaprovidingawrittenresponse.WewillreviewattheendofMarch2019
Summary Status Complete
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
64UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #34.18Key Milestones Initiative # RAG This Period Due Date
ReviewAppendixGprovisionbyotherDNOs
34.18.1 Complete
AssesshowinformationcanbeconsistentlygatheredwithinUKPowerNetworks
34.18.2 Complete
Considerhowbestinformationcanbeprovided
34.18.3 Complete
ImplementtrialinoneDNO 34.18.4 Complete
Reviewfeedback34.18.5 Complete
Makechangesifappropriate 34.18.6 Complete
ImplementacrossallDNOs 34.18.7 Complete
Project Manager/Lead: Nuno da Fonseca,InfrastructurePlanningManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: March2019
Initiative & Measure MakeAppendixGinformationmorereadilyavailabletocustomers
Background CustomershavenotedthatsomeDNOsareprovidingAppendixGinformationearlierintheprocessthanUKPowerNetworks.WewillreviewwhatotherDNOsaredoingandapplybestpractice
Summary Status Complete–Connectionsnewsbulletinemailedtooverc760DERStakeholdersprovidinglinktoNationalGridonlineheatmap,linkhasbeenalsobeenaddedtoUKPowerNetworkswebsiteDERresourcesandquicklinkspage
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
65UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #35.18Key Milestones Initiative # RAG This Period Due Date
ReviewOpenNetworksGoodPracticeGuide
35.18.1 Complete
Highlightareaswhereimprovementsoradditionscouldbemade
35.18.2 Complete
Holdinternalworkshopanddevelopproposalsforimprovementsor/additions
35.18.3 Complete
ShareproposalswithScrutinyPanel 35.18.4 Complete
Implementproposalsoveraphasedperiodwhichmayextendinto2019–20
35.18.5 Complete
Reviewfeedback35.18.6 Complete
Project Manager/Lead: Steve Halsey,DERDevelopmentManager
Strategy Area: Improve our pre-application support
Proposed Completion Date: March2019
Initiative & Measure ReviewtheUKPowerNetworksDERofferingagainsttheOpenNetworksPre-ApplicationGoodPracticeGuideandpublishfindingsandrecommendations
Background OpenNetworkshasjustpublishedareviewofDNOspre-applicationsupportandhighlightedareasofgoodandbestpractice.UKPowerNetworkswillreviewthisguidanceandimplementbestpracticewherepracticablypossible
Summary Status Complete–Updateprovidedtoc760DERStakeholdersthroughConnectionsNewsBulletin.CommitmenttodevelopingOptioneeringproductin2019–20plantakingintoaccounttwopreviousconsultationsandrecentstakeholdersevents
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
66UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #36.18Key Milestones Initiative # RAG This Period Due Date
Measureexistingturnaroundtimes 36.18.1 Complete
Reviewprocessforprovidinginformation 36.18.2 Complete
Reviseexistingprocessifappropriate 36.18.3 Complete
ImplementtrialinoneDNOarea 36.18.4 Complete
Reviewperformance36.18.5 Complete
ImplementinallDNOarea 36.18.6 Complete
Reportonturnaroundtimes 36.18.7 Complete
No. of Requests Average Response (days)
SLA (days)
32 10 30
Project Manager/Lead: Richard Wilson,OutagePlanningManager
Strategy Area: Provide ease of access to important business information
Proposed Completion Date: March2019
Initiative & Measure Improvetheturnaroundtimeforprovidingoutageinformationtogeneratorsby10%andpublishdata
Background Feedbackfromthe2017–18ICEConsultationhighlightedtheimportanceofprovidingtimelyinformationaboutoutagestogeneratorscurrentlyconnectedtoournetwork.UKPowerNetworksiscommittedtoimproveitsturnaroundtimewhenwereceivearequestforinformation
Summary Status Complete–Targettimeforrespondingtorequestswas30workingdays.BetweenApril2018toearlyMarch2019averageresponsewas10workingdays
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
67UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #37.18Key Milestones Initiative # RAG This Period Due Date
DevelopJointerOnlyprocess 37.18.1 Complete
ImplementJointerOnlyprocess 37.18.2 Complete
ReviewJointerOnlyprocesswithpilotcustomers
37.18.3 Complete
Project Manager/Lead: Sharon Alexander,CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Provide customers with more choice and flexibility over the services they receive
Proposed Completion Date: March2019
Initiative & Measure CreateapilotJointerOnlyprocesstoreconnecttelecommunicationcabinetslocatedonthepublichighwayfollowinganemergencydisconnection
DeveloptheJointerOnlyprocess,implementwithcustomer(Openreach)andreviewbytargetdate
Background OfcomarebringinginnewSLAstoensuretelecomsprovidersreconnecttheirinfrastructureinatimelymanner.UKPowerNetworkswillsupporttheseprovidersbyreconnectingtheelectricitysupplyinatimeframethatalignswiththenewSLAs.OpenreachandUKPowerNetworkshavejointlydevelopedthepilotinitiative
Summary Status Aprocesswasagreedtotrialapilottoelectricallyreconnectbroadbandcabinetsfollowingaroadtrafficcollision(knock-down)usingour‘JointerOnly’serviceoffering.Thisfollowsremedialworkscarriedoutbythecustomertoinstallanewcabinet.Thepilotcommencedon15October2018
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
The commitment and outturn delivered by UK Power Networks is very much appreciated.
Robert Williams, BT Plc
68UK Power Networks – Looking Back & Forward Report May 2019 Section two: Looking Back 2018–19
//ICE Initiative #38.18Key Milestones Initiative # RAG This Period Due Date
AssessscenariostoextendcontestabilityincorporatingfeedbackfromICPsandIDNOs
38.18.1 Complete
CollateoutcomesofassessmentandshareproposalswithCiCScrutinypanelforcomment
38.18.2 Complete
Updateproposal/assessmentbasedonfeedbackreceived
38.18.3 Complete
Circulateoutcome/proposalstoICPsandIDNOs
38.18.4 Complete
Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager
Strategy Area: Enhanced Service Provision
Proposed Completion Date: March2019
Initiative & Measure For33kV/11kVschemes,assessopportunitiestoextendthecurrentscopeofcontestability.Scenariosmayinclude:
a.Upgradeandrelocationofexisting11kVsubstations,wherethetransformeriscostapportioned
b.Disconnectionof11kVIDNOsubstations
Assessmentcompleteandfindingssharedwithstakeholders
Background Followingfeedbackreceivedin2018fromICPsandIDNOsitwasagreedtoconsiderareastoextendcontestability
Summary Status Scenarioswereidentifiedwherecontestabilitycanbeextendedtoprogress33kV(potentially66kV)Diversions
Upgradeandrelocationofexisting11kVsubstations,wherethetransformeriscostapportioned.AproposalforafurtherextendedtrialwascirculatedtostakeholdersinvitingICPsforfeedbackandtoregistertheirinteresttotakepartinthetrial.Weexpectthisscenariotobecoveredaspartofthatprocess
Disconnectionof11kVIDNOsubstations–CON08115Self-ConnectionOperationalActivityProcedurehasbeenupdatedtoincludethedisconnectionofIDNOHVsubstationsandisnowpermittedunderself-connectactivity.ItalsonowdetailstherequirementforcommissioningofsecondaryRTUs
ThisdocumenthasbeenpublishedonourG81libraryHERE
Status: Target not met
At risk On track Completed
Overall Status CompleteLooking Back 2018–19 (Initiatives)
69UK Power Networks – Looking Back & Forward Report May 2019 Section three: Appendix
Section 3: Appendix
70UK Power Networks – Looking Back & Forward Report May 2019 Section three: Appendix
Summary Table of Feedback from Ofgem Consultation
Webelievefrom20responsestoOfgem’sconsultationthatrelatetoUKPowerNetworks,thereweresevencustomerswhosuggestedthatwecouldmodifyorimproveourserviceinsomeway.Wehavemetwitheachofthosesevencustomerstodiscusstheirneeds.
During the meetings we agreed either:
•Toaddresstheirissueaspartofourbusinessasusualactivityor;
•Thattheirsuggestion(s)wasalreadycoveredaspartofanexistinginitiativetobedeliveredlaterintheyearor;
•TocreateanewinitiativetobedeliveredbyendMarch2019.
Customer Initiative Measure
Sun Credit 1. Some individuals are hard to get hold of
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. Contact details for key individuals were published on our DG Mapping tool as part of Initiative 2.18
2. These are available in our CCCMS and a link is available on our DER pages
3. We are reviewing our payment terms. This will form part of the 2019–20 Workplan – Initiative 31.19
Lightsource 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
1. This was delivered as part of Initiative 27.18
2. Increase the frequency & accessibility of Surgeries – Initiative 33.18
3. This was delivered as part of Initiative 3.18
71UK Power Networks – Looking Back & Forward Report May 2019 Section three: Appendix
Summary Table of Feedback from Ofgem Consultation continued...
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 – initiative 33.18
2. This was delivered as part of Initiative 27.18
3. This was delivered as part of Initiative 2.18
4. This was delivered end September as part of Initiatives 14.18 & 15.18
Quintas 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 is developing a new web portal. This will form part of the 2019–20 ICE Workplan – Initiative 8.19
2. Reduce the lead-time for responding to information requests – initiative 36.18
AMP 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. Increase the frequency & accessibility of Surgeries – initiative 33.18
2. This was delivered as part of Initiative 2.18
3. Contact details for key individuals were published as part of Initiative 2.18
Openreach 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 have appointed 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 – initiative 37.18
TUSC 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 carried out a capacity review at key stages in our process – initiative 32.18
72UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
Case Study: Working With Openreach & BT Plc
Inresponsetothe2018consultationforthe2017–18LookingBack/LookingForwardreportforICE,OpenreachsubmittedaresponsethatincludedaseriesofcriticismsabouthowUKPowerNetworks(andotherDNOs)engagewithstakeholders.Inordertoaddressthisfeedback,wehelddirectdiscussionswithseniorBTPlcandOpenreachrepresentativestounderstandtheissuesandinourMid-yearServiceDevelopmentWorkplanUpdateweidentifiedtwospecificactionstoaddressthese.
1. UK Power Networks will work with Openreach to develop an SLA for reconnections after an emergency disconnection following a knockdown
AnSLAwasagreed,andprocesstoimplementthisestablished.Todatenine
instancesofemergencyreconnectionshaveoccurred,withanaverage
reconnectiondurationof3.33workingdaysfromnotification.
2. UK Power Networks will appoint an account manager to support at a strategic level
Anaccountmanagerhasbeenappointedandsincebeingintroducedto
contactsatOpenreachisinvolvedinspecificprojectstoensuretheyare
delivered,andregularattendanceoncallsOpenreachandtheirDelivery
Partners,hascommencedbuildingonthebiweeklycallsalreadyestablished
withtheUKPowerNetworksHighwayServicesteams.
The commitment and outturn delivered by UKPN is very much appreciated.
Robert Williams, BT Plc
Excellent Progress.Ewan Strachan, Openreach
In addition
WehavecontinuedengagementwithBTPlc,Openreachandtheirdelivery
partnersthroughaseriesofactivities
•Introducedproactiveemailnotificationfor1,234unmannedbuildingsfor
plannedpoweroutages
•FrequentmeetingsandcontactwithseniorrepresentativesfromBTPlcand
Openreachtohighlightissuesanddiscussresolution
•AsitevisitforUKPowerNetworksrepresentativestotheBTOperational
ControlCentrethatwillbereciprocatedwithavisitforBTPlcrepresentatives
visitingtheUKPowerNetworksOperationalControlcentre,tobuildmutual
understandinganddriveserviceimprovement
•Introducedanewvoluntaryunmeteredfaultssubcategoriesfor
telecommunicationequipmenttoenableimprovedresolutionmanagement
fortheseinstances
73UK Power Networks – Looking Back & Forward Report May 2019
Section 4: Looking Forward 2019–20
• Introduction p74
• Developingourworkplan p75
• Howwedevelopedandsoughtendorsementofourworkplan p76–79
• ServiceDevelopmentWorkplan2019–20 p80–82
• ServiceDevelopmentInitiatives2019–20 p83–114
74UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
Introduction
I am pleased to share with you our service development plan for 2019–20, a culmination of six months engagement with customers and stakeholders to develop these 32 initiatives.
Theplanbuildsonthe38initiativesthatwesuccessfullydelivered
lastyear,acombinationoflargerstrategicprojectsandsmaller
incrementalchangesthatallsupportourambitionofdelivering
90%customersatisfactionfromeachofourcustomerinteractions.
In2017–18ourcustomersatisfactionstoodat87.1%andthis
yearIampleasedtohaveseenanimprovementto87.5%.
Thisyearwehavetakentheopportunitytoreviewthestrategicareas
thatweusetocategoriseourinitiativestoensuretheyarestill
currentandrelevant.
Whilethefivethemes–newservices,pre-applicationsupport,access
toinformation,leadtimesandthedeliveryofconnections–arestill
relevant,wewantedtotestwithyouwhetheritwastimetoreflect
thewiderandmorefundamentalchangesthatarehappeninginthe
electricitydistributionindustryandinthewidereconomy.
AfterdiscussionatourforaandScrutinyPanelsweconcludedwe
shouldreflectboththecountry’stransitiontoalowcarboneconomy,
andthenewtechnologiesthatarebeingconnectedasaresult,and
thechangingenergyworldwhereourroleasaDistributionSystem
Operator(DSO)willbecomeincreasinglyimportant.
Industrychangebringsnewstakeholdersandcustomersinterestedin
connectingnewassetsorexploringnewcommercialopportunities
withexistingassets.Wehaveexpandedourengagement,running
foraandworkshopsforexampleforlocalgovernment,smartgrid
operatorsandtheEVsupplychain.Ourplanreflectstherequirements
ofthesenewgroups.
Asalways,thisisnotastaticplan,andifyouthinkthereissomething
materialmissing,don’twait,tellusnow.Ilookforwardtomeeting
manyofyouthroughtheyearandwelcomeyourfeedbackonour
currentperformanceandplansforthefuture.
Mark Adolphus
Director of Connections
07875 118004
75UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
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 in the diagram.
Wonderful event on Tuesday. I got a lot of great information out of it.Paige Mullen (Nuvve)
Service improvement
initiatives identified
Initiatives and targets discussed
at customer forums
Draft plan developed with targets
and timescales
Plans challenged by Scrutiny Panels
Refined plan shared with
wider stakeholder community
Service Development (ICE) workplan
published
Stakeholder feedback
gathered through the year
76UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
How we developed and sought endorsement of our workplan
40+DIRECTCUSTOMERMEETINGS
250
How we developed our workplan with our Metered customers
Metered Initiatives 2019–20 Ranking Priority
Continuetoarrangesubjectspecificworkshops 1 H
Feasibilitystudyforacombinedconnection/flexibilityoffer 2 H
Reviewtheprocesssurroundingquotevalidity 3 H
Improvedtimescalesfromdiversionarywork(GSoP?) 4 H
GuideonEHVcablediversions.Timetodivertthistypeofcable,theprocessetc 5 M
Processforrefund/reuseofplantusedforTemporaryBuildersSupplies 6 M
Developaguideofhowtoenhancesecurityofsupply 7 M
Rollouttimedconnectionsolutionsaspartoftheconnectionsoffer(productlaunch) 8 M
Providea‘Quoteby’datewhenallocatingtoadesigner 9 M
Generating ideas Prioritisation Exercise
CUSTOMERWORKSHOPSINVOLVING136METEREDCUSTOMERS
‘ASKTHEEXPERT‘SURGERIES
Ask theExpert
MULTIPLECUSTOMERMEETINGSATTENDEDBYUKPOWERNETWORKSSENIORMANAGEMENTTEAM,DIRECTORSANDCEO
STAKEHOLDERSINATTENDANCE
2CUSTOMERFORUMSWITH
84
77UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
CiCWORKSHOPATTENDEES58
5 SCRUTINYPANELS2 SCRUTINYPANELS
How we developed our workplan with our ICPs & IDNOs
Generating ideas Prioritisation Exercise
CiC Initiatives 2019–20 Ranking Priority
Continuetoarrangesubjectspecificworkshopsinaccordancewithstakeholderfeedback 1 H
Reviewtheprocesssurroundingquotevalidity 2 H
WidentheSmallServicesSelfServicetool/scopetoenableIDNOconnections 3 H
Improveselfconnecttimescales 4 H
AssessthefeasibilitytoextendthescopeofECS020067topermitservicetransfersonLVSWAcables 5 M
AllowIDNOstoundertakethebi-lateraltechnicalstatementthemselves 6 M
Reviewproposalforcontainerisedsubstations 7 L
ReviewtheprocessforOperationalLocks 8 L
1,125CUSTOMERSPARTICIPATEDINTELEPHONYSATISFACTIONSURVEY
89%OVERALLCUSTOMERSATISFACTION,MEASUREDBYTELEPHONYSURVEY
How we developed and sought endorsement of our workplan continued...
78UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
HIGHWAYSERVICESMEETINGS
148
How we developed our workplan with our Highway Services customers
Highway Services Initiatives 2019–20 Ranking Priority
Developanonlineformforreportingoffaults 1 H
DevelopaprocessfordealingwithretrofittedEVchargingpointwithUMCsuppliesunderfaultconditions,followinglastyear’sconsultation 2 H
ConsultwithcustomersonenhancementstoandincreasingflexibilityoftheRAJserviceoffering 3 M
ConfirmandpublishtheBAUprocessforprioritytransfersunderfaultconditionsfollowinglastyear’strial 4 M
Followinglastyear’spilot,publishandmakeBAUthenewprocessforthereconnectionoftelecomsonstreetinfrastructurefollowinganemergencydisconnection 5 L
Generating ideas Prioritisation Exercise
How we developed and sought endorsement of our workplan continued...
CUSTOMERFORUMS
2
89%OVERALLCUSTOMERSATISFACTIONMEASUREDATCUSTOMERFORUMS
BESPOKETECHNICALWORKSHOPSWITHOVER
20ATTENDEES
79UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
CHANGESTOPRACTICE
3092DGSURGERIESWITH
ASATISFACTIONSCOREOF
9.0/10
How we developed our workplan with our Distributed Energy Resources (DER) customers
DER Initiatives 2018–19 Ranking Priority
DGMappingtoolenhancements 1 H
DelivertargetedEVworkshops 2 H
Factsheetonheatmap,DGMappingTool,PICLO 3 H
Deliveroutageplanningtool 4 M
Introduce“optioneering”product 5 M
Reviewsurgerytrialandimplement/amendasnecessary 6 M
Reviewstagepaymentprocess 7 M
Monitorimplementationof2018OpenNetworkproducts 8 M
Deliver2019OpenNetworksproductsa)Reviewconnectionagreementsb)Developsystemwideresourceregister 9 L
Topicspecificworkshops 10 L
JointworkshopswithotherDNOs 11 L
Generating ideas Prioritisation Exercise
3SPECIALISTEVWORKSHOPSWITH82ATTENDEESWITHASATISFACTIONSCOREOF 8.8/10
How we developed and sought endorsement of our workplan continued...
2 DERSCRUTINYPANELS
60 ATTENDEES
2DERFORUMSWITH
80UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
Service Development Workplan 2019–20
Strategy Area Reference Initiative Measure Target Date
Market segment
Changing energy world
1.19 IntroduceSLAsforresponsetoenquiriesfromflexibilityservicesproviders SLAinplacebytargetdate September2019
2.19 Assessfeasibilityofintroducingacurtailmentindextoreducecurtailmentuncertaintyfornewflexiblecustomers Feasibilityassessmentcompletedbytargetdate December2019
3.19 Promoteflexibilityrevenueopportunitiestoexistingcustomerswithinflexibilityzones
Proactivecommunicationscampaignforexistingcustomersdeliveredfornexttenderround March2020
4.19Developandco-designwithcustomersaninnovativemarket-basedapproachtomanaginggenerationconstraintsonthenetwork
Marketdesignfeasibilitystudypublishedandtestedwithcustomersbytargetdate March2020
5.19DeliverDSOKPIsthatmeasureandtrackcustomersatisfaction,systemperformance,andreliabiityofflexiblecustomersandprovidersandbenefitsofflexibleconnections
DSOKPIspublishedbytargetdate September2019
6.19 Developacombinedconnectionandflexibilityoffer Productavailabletocustomersbytargetdate September2019
7.19 UndertakeafeasibilitystudytodevelopasystemwideresourceregisteraspartoftheOpenNetworksProgramme CompletereviewinlinewithOpenNetworksProgramme Ongoingproject
8.19 DeliverDERoutageplanningtool Outageplanningtoolliveandavailabletostakeholdersbythetargetdate March2020
Connecting new technologies
9.19 DelivertargetedEVworkshops EVworkshopsheldandminimum87.5%stakeholdersatisfactionachieved
FromSeptember2019
10.19 Introducean‘Asktheexpert’serviceforEVcustomers Serviceintroducedbytargetdate April2019
11.19 DevelopandpublishanLVheatmapforEVs HeatmapforEVspublishedbythetargetdate June2019
12.19 RunworkshopwithcustomersandagreeaprogrammeofworktomakeenhancementstotheDGMappingtool Enhancementsavailabletocustomersbytargetdate February2020
Maintain our focus on customer service
13.19 Holdsubjectspecificworkshops Workshopsheldandminimum87.5%stakeholdersatisfactionachieved FromJune2019
14.19 Reviewtheprocessforextendingquotevalidity Processreviewedinconjunctionwithstakeholdersandrecommendationspublishedtostakeholdersbytargetdate September2019
Service Development Plan
Highway Services Metered ICPs and IDNOsDistributed Energy ResourcesCustomer Segments
81UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
Service Development Workplan 2019–20 continued...
Highway Services Metered ICPs and IDNOsDistributed Energy ResourcesCustomer SegmentsService Development Plan
Strategy Area Reference Initiative Measure Target Date
Market segment
Maintain our focus on customer service
15.19 DevelopandmonitorasetofKPIsforthequotationanddeliveryofdiversionaryworks
AsetofKPIsfordiversionaryworkdeveloped,andperformanceagainstKPIspublishedbytargetdate December2019
16.19 DevelopaguideontheprocessforundertakingEHVcablediversions
Guidedevelopedandpublishedtostakeholdersbytargetdate July2019
17.19 Developaguideofhowtoenhancesecurityofsupply Guidedevelopedandpublishedtostakeholdersbytargetdate July2019
18.19 Developaprocessfortherefund/reuseofplantusedfortemporarybuilderssupplies
Processdevelopedandpublishedtostakeholdersbytargetdate December2019
19.19Providea‘Quoteby’datetotheapplicant[customer]whenaprojectisallocatedtoadesigner(andminimuminformationhasbeenreceived)
‘Quoteby’dateincludedintheconnectionsprocessbytargetdate November2019
20.19 WidentheSmallServicesSelfServicetool/scopetoenableIDNOconnections
Processdevelopedandpublishedtostakeholdersbytargetdate December2019
21.19AssessthefeasibilitytoextendthescopeofECS020067topermitservicetransfersonLVSteelWireArmoured(SWA)cables
Feasibilitystudydevelopedandpublishedtostakeholdersbytargetdate July2019
22.19 EnableIDNOstoundertakethebi-lateraltechnicalstatementthemselves
Processdevelopedandpublishedtostakeholdersbytargetdate June2019
23.19 ReviewtheprocurementprocessforOperationalLocks Processreviewedandfindingspublishedbytargetdate June2019
24.19 Developanonlineformforreportingofstreetfurniturefaults Formavailabletocustomersbytargetdate June2019
25.19 ConsultwithcustomersonenhancementstoandincreasingflexibilityoftheRentaJointer(RAJ)serviceoffering Consultationpublishedtostakeholdersbytargetdate December2019
26.19ConfirmandpublishtheBAUprocessforcustomerswhosuccessfullycompletedlastyear’spilotforprioritytransfersunderfaultconditions
Processpublishedtostakeholderswhosuccessfullycompletedthepilotbytargetdate September2019
27.19
ConfirmandpublishtheBAUprocessforcustomerswhosuccessfullycompletedlastyear’spilotforthereconnectionoftelecomsonstreetinfrastructurefollowinganemergencydisconnection
Processpublishedtostakeholderswhosuccessfullycompletedthepilotbytargetdate September2019
82UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
Service Development Workplan 2019–20 continued...
Highway Services Metered ICPs and IDNOsDistributed Energy ResourcesCustomer SegmentsService Development Plan
Strategy Area Reference Initiative Measure Target Date
Market segment
Maintain our focus on customer service
28.19DevelopFactsheetstosupportcustomerslookingtousetheUKPowerNetworksheatmaps,DGMappingToolandPicloFlexplatform
Factsheetspublishedbytargetdate FromSeptember2019
29.19 Introduce“optioneering”product “Optioneering”productavailabletocustomersbytargetdate February2020
30.19 Reviewsurgerytrial(Initiative33.18inthe2018–19Workplan)andimplementanewprocessasBAU NewprocessBAUbytargetdate July2019
31.19 Reviewouracceptanceandmilestonepaymentprocess Processreviewedandfindingspublishedbytargetdate February2020
32.19 Deliverrevisedprocessforcustomeraddingto/alteringanexistingconnection
Revisedprocess,applicationsformsandbusinessmethodologyinplacebytargetdate July2019
83UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #1.19Key Milestones Initiative # RAG This Period Due Date
SeekfeedbacktoSLAthroughtheFlexibilityforuminJuly
1.19.1 30 Jul 2019
PublishSLAs1.19.2 30 Sep 2019
Project Manager/Lead: Stathis Mokkas, EnergyMarketsLead
Strategy Area: Changing energy world
Proposed Completion Date: September2019
Initiative & Measure IntroduceSLAsforresponsetoenquiriesfromflexibilityproviders
SLAinplacebytargetdate
Background CurrentlytheSmartGridTeamengageswithflexibilityprovidersthroughvariousmeans(bilateralmeetings,presentationsinconferences,etc).Theprovidersraisevariousquestionsandtheteamrespondsonanadhocbasis.TheSLAwillensureastandardlevelofservicetotheproviders
Summary Status Thedevelopmentwillinclude:
a)AssessingkeycharacteristicsoftheSLAb)EstablishingkeymetricsoftheSLAc)PublishSLAsafterassessingfeedbackfromstakeholders
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
84UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #2.19Key Milestones Initiative # RAG This Period Due Date
Seekfeedbackaroundusefulness 2.19.1 30 Sep 2019
Publishreportonthefeasibilityofintroducingacurtailmentindex
2.19.2 30 Dec 2019
Project Manager/Lead: Stathis Mokkas, EnergyMarketsLead
Strategy Area: Changing energy world
Proposed Completion Date: December2019
Initiative & Measure Assessfeasibilityofintroducingacurtailmentindextoreducecurtailmentuncertaintyfornewflexiblecustomers
Feasibilityassessmentcompletedbytargetdate
Background CurrentlyDERchoseforalowercostandfasterflexible(generation)connectionbasedoncostsandexpectedcurtailmentinthefuture
ThedevelopmentofacurtailmentindexwillhelpinformDERinrelationtotheirfuturecurtailmentandinvestmentdecision
Summary Status DuetocommenceinJulyto:
a)EvaluateusefulnessoftypeofcurtailmentinfoforDERbySeptember2019
b)EvaluatethefeasibilityofintroducinganindexbyDecember2019
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
85UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #3.19Key Milestones Initiative # RAG This Period Due Date
EngagewithexistingcustomersanddeploySmartGridTeam’sengagementplanforflexservices
3.19.1 31 Mar 2020
Project Manager/Lead: Stathis Mokkas, EnergyMarketsLead
Strategy Area: Changing energy world
Proposed Completion Date: March2020
Initiative & Measure Promoteflexibilityrevenueopportunitiestoexistingcustomerswithinflexibilityzones
Proactivecommunicationscampaignforexistingcustomersdeliveredfornexttenderround
Background FlexibleDistributedGenerators(FDG)maybelocatedwithinthedemandconstrainedareasthataretenderedforflexibilitythroughthePicloplatform.Identifyingandfacilitatingtheirparticipationinthetenderscanprovidebenefitstoendconsumersandthegenerators
EngagingwithFDGandPromotingtherevenueopportunitiescanhelpinthatdirection
Summary Status CommencingengagementwithFDGfromJuly2019aheadoffutureflextenderprocesscanhelpunlockthevalueofflexibility
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
86UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #4.19Key Milestones Initiative # RAG This Period Due Date
Publishmarketdesignproposals 4.19.1 01 Oct 2019
Consultwithcustomers 4.19.2 01 Jan 2020
Planfeasibilitystudyincorporatingcustomerinput
4.19.3 31 Mar 2020
Project Manager/Lead: Stathis Mokkas, EnergyMarketsLead
Strategy Area: Changing energy world
Proposed Completion Date: March2020
Initiative & Measure Developandco-designwithcustomersaninnovativemarket-basedapproachtomanaginggenerationconstraintsonthenetwork
Feasibilitystudyformarketdesignpublishedandtestedwithcustomersbytargetdate
Background UKPowerNetworksdevelopedflexibleconnectionstoenablequickerandcheapercustomerconnectionsinareaswithlimitednetworkcapacity.Thisisnowabusiness-as-usualofferingacrossournetworkwhichhassofarsavedcustomers£70minconnectioncosts.ThenextenhancementwearedevelopingisanoverlayofmarketmechanismstoenablemoreefficientmanagementofnetworkconstraintsbyaccessingalargerpoolofDER
Summary Status Wehavepublishedahighlevelconsultancyreportdetailingpotentialdesignconsiderations.Thiswillbedevelopedfurther
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
87UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #5.19Key Milestones Initiative # RAG This Period Due Date
ConsultwithCriticalFriendsPanel 5.19.1 31 Mar 2019
Developconsultationandseekinternalapproval
5.19.2 31 May 2019
Undertakecustomerconsultation 5.19.3 31 Jul 2019
PublishDSOKPIs5.19.4 30 Sep 2019
Project Manager/Lead: Alida Jansen van Vuuren, StrategicInitiativesProjectManager
Strategy Area: Changing energy world
Proposed Completion Date: September2019
Initiative & Measure DeliverDSOKPIsthatmeasureandtrackcustomersatisfaction,systemperformance,reliabilityofflexiblecustomersandproviders,andbenefitsofflexibleconnections
DSOKPIspublishedbytargetdate
Background AstheUKistransitioningtoalowcarboneconomy,thenatureoftheelectricitysystemisrapidlychanging.Overthenextcoupleofyearsweareplanningonspendingaround£100monsmartgridtechnologieslikesensors,monitors,remoteswitches,andothersmartdevices,enablingtechnologiesandsystems.Thisalsoincludestheleadingworkwe’vebeendoingonflexibilityandmarkets.Totrackprogressandensureourprogramisdeliveringvaluewe’resettingupkeyperformanceindicators
Summary Status DSOKPIshavebeendevelopedandwillmadepublicinMay–Juneforfinalroundofconsultation,subjecttointernalapproval
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
88UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #6.19Key Milestones Initiative # RAG This Period Due Date
Initiateprojectteam6.19.1 Mar 2019
Explorefeasibilityandidentifychallenges
6.19.2 Apr 2019
Developworkprogramme 6.19.3 Apr 2019
Workwithbusinesstodevelopprocesses
6.19.4 May–Jul 2019
Golive6.19.5 Sep 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Changing energy world
Proposed Completion Date: September2019
Initiative & Measure Developacombinedconnection&flexibilityoffer
Productavailabletocustomersbytargetdate
Background OverthelastfewyearswehavesuccessfullydeliveredflexibleDGconnections.Theintroductionofacombinedofferisthenaturalnextstepintheevolutionofourcustomeroffering.Itwillprovidecustomerswithcomparativepricesforbothconstrainedandunconstrainedconnectionsgivingcustomersimmediatevisibilityofassociatedcosts.Thiswillallowthemtooptioneerthebestsolutionfortheirproject
Summary Status Newactivemanagementproductindevelopment
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
89UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #7.19Key Milestones Initiative # RAG This Period Due Date
SetupcentralwebpageforstakeholderstoreferenceexistingsourcesofDNOdataacrossGBnetworks
7.19.1 Apr 2019
DevelopoptionsforGBwideSWRR 7.19.2 Jul 2019
Identifyandagreecodechanges 7.19.3 Dec 2019
FinaliseandimplementsystemimprovementsforDERregister
7.19.4 Dec 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Changing energy world
Proposed Completion Date: Ongoing
Initiative & Measure UndertakeafeasibilitystudytodevelopsystemwideresourceregisteraspartoftheOpenNetworksProgramme
ReviewcompletebytargetdateinlinewithOpenNetworksProgramme
Background TheOpenNetworksProgrammeidentifiedtheneedlastyearforaSystemWideResourceRegister.ThisyearsplanstodeveloptheideafurtheridentifyingsolutionswitharecommendationtoprogressbytheendofJuly.Theprojectwilllookintoconfidentialityissuesalso
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
90UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #8.19Key Milestones Initiative # RAG This Period Due Date
Holddevelopmentworkshopsthroughout2019
8.19.1 Various dates
Respondtofeedbackandamendasnecessary
8.19.2 Various dates
Testproductwithstakeholdersasappropriate
8.19.3 Various dates
LaunchOutagePlanningTool 8.19.4 Mar 2020
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: March2020
Initiative & Measure DeliverDERoutageplanningtool
Outageplanningtoolliveandavailabletostakeholdersbythetargetdate
Background Moreandmoreconnectedgeneratorswishtoengagewithustobettermanage/coordinateoutages.Ourexistingtoolsdonotfacilitatethissowehaveagreedtodevelopanewcompanyoutageplanningtool.Workonthishasbeenon-goingforacoupleofyearsandtheprojectwillcometofruitionin2020
Summary Status Developmentworkshopsbeingheld
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
91UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #9.19Key Milestones Initiative # RAG This Period Due Date
ReviseEVtechnicalstandard(EDS085050)
9.19.1 May 2019
Seekcustomerfeedback 9.19.2 Jun 2019
Developmaterialtakingaccountofexternalmarketchanges
9.19.3 Sep 2019
Arrangeworkshops9.19.4 Oct 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Connecting new technologies
Proposed Completion Date: FromSeptember2019
Initiative & Measure DelivertargetEVworkshops
EVworkshopsheldandminimum87.5%stakeholdersatisfactionachieved
Background TheEVspaceisrapidlychanging.Weranaseriesofsuccessfulworkshopslastyearandcustomertoldatthoseeventsandsubsequentoccasionsthattheywouldwelcomefollow-upsessions
Summary Status RevisedEVtechnicalstandardontrackforpublicationendMay2019
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
92UK Power Networks – Looking Back & Forward Report May 2019 Section three: Appendix
Service Development Plan Initiatives 2019–20
//ICE Initiative #10.19Key Milestones Initiative # RAG This Period Due Date
TrainstafftoofferEVadvice 10.19.1 Complete
LaunchService10.19.2 Complete
Monitorfeedbackandrefineapproachasappropriate
10.19.3 Ongoing
Project Manager/Lead: Mark Edwards, TechnicalServicesManager
Strategy Area: Connecting new technologies
Proposed Completion Date: April2019
Initiative & Measure Introduceand‘AsktheExpert’serviceforEVcustomersbythetargetdate
Background TheconnectionofEVsisanemergingmarketwheretechnicalstandardsareevolvingandnewcustomergroups,withlittleexperienceofelectricalconnectionsareseekingouradvice
TocomplementourEVSurgeries,ForumsandGuidesweproposetooffercustomersbespokeEVemailadviceviaabespoke‘AsktheExpert’service
Summary Status Complete
Status: Target not met
At risk On track Completed
Overall Status Complete
Thank you very much for your advice. I really appreciate your help.Project Manager, Honda
93UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #11.19Key Milestones Initiative # RAG This Period Due Date
Developspecification 11.19.1 Mar 2019
ISdevelopsolution11.19.2 Apr 2019
Launchproduct11.19.3 Jun 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Connecting new technologies
Proposed Completion Date: June2019
Initiative & Measure DevelopandpublishanLVheatmapforelectricvehicles
HeatmapsforEVspublishedbythetargetdate
Background TheEVspaceisrapidlychangingandcustomershavetoldustheywouldliketohavevisibilityofavailablenetworkcapacityfortheconnectionofEVchargepoints
Summary Status EVHeatmaplayerindevelopment
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
94UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #12.19Key Milestones Initiative # RAG This Period Due Date
MailshotinvitingDGmailinglisttoCustomerworkshoptodiscusslistofupdatesrequiredfor2019–20
12.19.1 Apr 2019
Holdworkshoptodiscuss12.19.1 12.19.2 By Mid-May 2019
Holdinternalworkshop(withIT,keyUKPowerNetworksstaff)todevelopprioritylistresultingfrom12.19.2
12.19.3 Sep 2019
Publishplanofplannedupdates/enhancements
12.19.4 Nov 2020
Initiativecomplete12.19.5 Feb 2020
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: February2020
Initiative & Measure RunworkshopwithcustomerstoagreeaprogrammeofworktomakeenhancementstotheDGMappingTool
Enhancementsavailabletocustomersbytargetdate
Background TheDGmappingtoolprovidesstakeholderswithinformationtoallowthemtoself-servebyprovidingvisibilityofkeybusinessdata.Itisimportantthatthetoolremainsfitforpurposeandreflectswherepossiblestakeholdersrequirements
Summary Status Customerworkshopheld.Internalreviewofrequirementsunderway
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
95UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #13.19Key Milestones Initiative # RAG This Period Due Date
Identifysubjectworkshopareas 13.19.1 May 2019
Publishworkshopschedule 13.19.2 Quarterly
Conductworkshopsinaccordancewithplan
13.19.3 Dates of workshops TBC
Reviewfeedbackfromallworkshopsheldandpublishsatisfactionscores
13.19.4 Mar 2020
Initiativecomplete13.19.5 Mar 2020
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: FromJune2019
Initiative & Measure Holdsubjectspecificworkshops
Workshopsheldandminimum87.5%stakeholdersatisfactionachieved
Background Since2016,wehaveincreasinglyofferedsubjectspecificworkshopsinadditiontoourgeneralforums.Wesoughtstakeholders’viewsastoprioritiesatforumsinearly2019andsubjectspecificworkshopsfeaturedasstakeholderstoppriority
Summary Status WorkshopScheduleindraft.Identifiedworkshopsinplanning
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
96UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #14.19Key Milestones Initiative # RAG This Period Due Date
Meetsubjectmatterexpertsandagreerepresentativegrouptoidentifyimprovementareas
14.19.1 Jun 2019
Consultstakeholdergroupsandconsiderfeedback
14.19.2 Jul 2019
Agreeactionstoimproveprocess 14.19.3 Aug 2019
Shareproposedimprovementactionswithstakeholdersforcomment
14.19.4 Aug 2019
Implementimprovementactions
14.19.5 Sep 2019
Initiativecomplete14.19.6 Sep 2019
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: September2019
Initiative & Measure Reviewtheprocessforextendingquotevalidity
Processreviewedinconjunctionwithstakeholdersandrecommendationspublishedtostakeholdersbytargetdate
Background FollowingdiscussionandquestionsthataroseataCompetitioninConnectionsWorkshopaboutrequotesandrevalidationrequests,itbecameevidentthatareviewoftheprocesswouldbebeneficial.ThiswasechoedattheConnectionsCustomerForum(MeteredDemandStakeholders)
Summary Status Stakeholderfeedbackunderreviewwithinternaldiscussionsunderwayandexternalengagementworkshoptodiscusstheissueinplanning
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
97UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #15.19Key Milestones Initiative # RAG This Period Due Date
DraftKPIs&agreereportingrequirements
15.19.1 Aug 2019
ShareproposedKPIswithStakeholdergroupsforcomment
15.19.2 Aug 2019
PublishagreedKPIs15.19.3 Sep 2019
MonitorKPIsandpublishmonthlyresults(byDNO)
15.19.4 From Oct 2019
InitiativeComplete15.19.5 Dec 2019
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: December2019
Initiative & Measure DevelopandmonitorasetofKPIsforthequotationanddeliveryofdiversionarywork
AsetofKPIsfordiversionaryworkdeveloped,andperformanceagainstKPIspublishedbytargetdate
Background Stakeholdershavetoldusthatwhilegenerallyquotationtimescaleshaveimprovedsteadily,somehaveexperiencedlongerleadtimesforthequotationanddeliveryofdiversionarywork.ThisinitiativewasidentifiedatthespringConnectionsCustomerForumforinclusioninthe2019–20Plan
Summary Status TocommencemidJuly
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
98UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #16.19Key Milestones Initiative # RAG This Period Due Date
CollatematerialsfromUKPowerNetworks’stakeholders,forinclusionintheguide
16.19.1 May 2019
Discussareasforinclusion/frequentlyaskedquestionswithstakeholders
16.19.2 May 2019
Preparedraftguide16.19.3 May 2019
Sharedraftguidewithstakeholders(ScrutinyPanelmembers)forcommentandfeedback
16.19.4 Jun 2019
Incorporatesuggestedchangesandfinaliseguide
16.19.5 Jul 2019
Guidepublished16.19.6 Jul 2019
Initiativecomplete16.19.7 Jul 2019
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: July2019
Initiative & Measure DevelopaguideontheprocessforundertakingEHVcablediversions
Guidedevelopedandpublishedtostakeholdersbytargetdate
Background EHVDiversionscanbecostlyandtimeconsuming,oftenimpactingcustomerprojecttimescales.ThisguidewassuggestedtoprovideaninsightintotheprocessthatisfollowedwhenanEHVdiversionisrequiredandkeyconsiderationsforthiswork
Summary Status Stakeholderquestionsandfeedbackforwhattheguideshouldincludereceived.Guideindraft
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
99UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #17.19Key Milestones Initiative # RAG This Period Due Date
CollatematerialsfromUKPowerNetworksstakeholders,forinclusionintheguide
17.19.1 May 2019
Discussareasforinclusion/frequentlyaskedquestionswithstakeholders
17.19.2 May 2019
Preparedraftguide17.19.3 May 2019
Sharedraftguidewithstakeholders(ScrutinyPanelmembers)forcommentandfeedback
17.19.4 Jun 2019
Incorporatesuggestedchangesandfinaliseguide
17.19.5 Jul 2019
Guidepublished17.19.6 Jul 2019
Initiativecomplete17.19.7 Jul 2019
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: July2019
Initiative & Measure Developaguideofhowtoenhancesecurityofsupply
Guidedevelopedandpublishedtostakeholdersbytargetdate
Background Stakeholdersareincreasinglyinterestedinsolutionstoensuresecurityofsupply.Theworkcompletedthroughthisinitiativewillprovideaguidethatwillbepublishedonourwebsite
Summary Status Initialoptionsindraft
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
100UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #18.19Key Milestones Initiative # RAG This Period Due Date
Identifycircumstanceswheretherefund/reuseofplantusedfortemporarybuilderssuppliesmaybeapplicable(inclreviewfeedbackreceivedin2018)
18.19.1 Sep 2019
DiscusspotentialsolutionswithUKPowerNetworks’representatives(Operations,SupplyChain,Standards,Connections&Regulation)
18.19.2 Oct 2019
Draftproposal/process 18.19.3 Nov 2019
Sharedraftproposalwithstakeholders(ScrutinyPanelmembers)forcommentandfeedback
18.19.4 Nov 2019
Publishproposalandimplementprocess 18.19.5 Dec 2019
Initiativecomplete18.19.6 Dec 2019
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: December2019
Initiative & Measure Developaprocessfortherefund/reuseofplantusedfortemporarybuilderssupplies
Processdevelopedandpublishedtostakeholdersbytargetdate
Background Connections’customersquestionthecurrentmethodologyfordisposingofequipmentthathasbeenusedonatemporarybasis,thatcouldbeconsideredoperationally‘fitforuse’andthatcouldhaveoperationalliferemaining.Oftentheequipmenthasbeenusedforashorttimeasatemporarybuilderssupplyandcustomersbelievethisequipmentshouldbereusedandthattheyshouldbereimbursedfortheresidualvalue(whenarrangingforthemtobedisconnectedandremovedfromsite)
Summary Status Customerfeedbackcollatedandinitiativescopedrafted
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
101UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #19.19Key Milestones Initiative # RAG This Period Due Date
MeetwithUKPowerNetworksstakeholderstoagreetheprocessforaddinga‘QuoteBy’datetothecommunicationsenttocustomersuponallocationofaquotetoaUKPowerNetworksDesigner
19.19.1 Sep 2019
Implementprocess19.19.2 Oct 2019
InitiativeComplete19.19.3 Nov 2019
Project Manager/Lead: Antony White, StakeholderEngagement&AccountManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: November2019
Initiative & Measure Providea‘QuoteBy’datetotheapplicant[customer]whenaprojectisallocatedtoadesigner(andminimuminformationhasbeenreceived)
‘QuoteBy’dateincludedintheconnectionsprocessbytargetdate
Background Whensubmittinganapplication,andreceivingconfirmationtheworkhasbeenallocatedtoadesigner,customerswouldliketoknowwhentheycanexpectthequote(inadditiontotheGSoP‘backstop’).ThisinitiativewasidentifiedatthespringConnectionsCustomerForumforinclusioninthe2019–20Plan
Summary Status TocommenceAugust2019
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
102UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #20.19Key Milestones Initiative # RAG This Period Due Date
Holdinternalmeetingstodeveloptheprocess
20.19.1 Jul 2019
ConsultwithIDNOstocapturefeedback 20.19.2 Aug 2019
Agreeactionstoimproveprocess 20.19.3 Oct 2019
Implementimprovementactions
20.19.4 Nov 2019
Publishrevisedprocessandissuecomms
20.19.5 Dec 2019
Initiativecomplete20.19.6 Dec 2019
Project Manager/Lead: Emma Kemp, Competition&CommunityEnergyEngagementLead
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: December2019
Initiative & Measure WidentheSmallServicesSelfServicetool/scopetoenableIDNOconnections
Processdevelopedandpublishedtostakeholdersbytargetdate
Background AtaCompetitioninConnectionsworkshopin2018,weaskedattendeesduringabreakoutsessionhowwecouldimprovecommunicationandtransparencyassociatedwiththedeliveryofconnectionsactivities.FeedbackcapturedaskedustoopenuptheSmallServiceSelfServicetooltoenableIDNOconnections
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
103UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #21.19Key Milestones Initiative # RAG This Period Due Date
Conductaninternalreviewforpotentialimprovements
21.19.1 May 2019
Discusspotentialimprovementswithexternalstakeholdervolunteers
21.19.2 Jun 2019
Reviewfindingsandcollatereport 21.19.3 Jun 2019
Publishtheoutcomeofthereview
21.19.4 Jul 2019
Initiativecomplete21.19.5 Jul 2019
Project Manager/Lead: Emma Kemp, Competition&CommunityEnergyEngagementLead
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: July2019
Initiative & Measure AssessthefeasibilitytoextendthescopeofECS020067topermitservicetransfersonLVSWAcables
Feasibilitystudydevelopedandpublishedtostakeholdersbytargetdate
Background Aspartofour2017–18CICServiceDevelopmentworkplan,wecommittedtoenableICPstocarryoutlivejointingonSteelWireArmoured(SWA)LVservicecables.Followingthissuccessfulinitiative,twoICPshaveapproachedUKPowerNetworkstoconsiderallowingservicetransferspnLVSWAcables
Summary Status Internalreviewinprogress
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
104UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #22.19Key Milestones Initiative # RAG This Period Due Date
Internalrequirementsmeetingtoagreeprotocolforthereviseddocument.
22.19.1 Mar 2019
Consultwith/gatherfeedbackfromIDNOvolunteers
22.19.2 May 2019
ReviewandIncorporaterelevantchanges
22.19.3 May 2019
Publishrevisedprocess/issuecomms
22.19.4 Jun 2019
Initiativecomplete22.19.5 Jul 2019
Project Manager/Lead: Emma Kemp, Competition&CommunityEnergyEngagementLead
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: July2019
Initiative & Measure EnableIDNOstoundertakethebi-lateraltechnicalstatementthemselves
Processdevelopedandpublishedtostakeholdersbytargetdate
Background AtaCompetitioninConnectionsworkshoplastyear,weaskedattendeesduringabreakoutsessionhowwecouldimproveourpre-applicationsupport.AnICPrespondedwith:
AllowingIDNOstoundertaketheBCAthemselves,otherDNOlicencesallowIDNOstocompleteasitisastandarddocument
Summary Status ReviewworkshopwithIDNOsplannedforendMay2019
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
105UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #23.19Key Milestones Initiative # RAG This Period Due Date
Holdinternalmeetingstoreviewpotentialimprovementopportunitiesintheprocess
23.19.1 May 2019
Discusspotentialimprovementareasidentifiedwithexternalstakeholders
23.19.2 May 2019
Publishtheoutcomeofthereview
23.19.3 Jun 2019
Initiativecomplete23.19.4 Jun 2019
Project Manager/Lead: Emma Kemp, Competition&CommunityEnergyEngagementLead
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: June2019
Initiative & Measure ReviewtheprocurementprocessforOperationalLocks
Processreviewedandfindingspublishedbytargetdate
Background DuringanICEScrutinyPanelmeetinginJanuary2019,discussiontookplacearoundvariousaspectsofIDNOconnections.AnICPsaidthatconnectionoffersforHVjobsarestillchargingforoperationallocksandarevisionoftheprocessneedstobeexplored
Summary Status Internalreviewunderway
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
106UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #24.19Key Milestones Initiative # RAG This Period Due Date
Developandmaprequirements 24.19.1 Apr 2019
Commencebuild24.19.2 Apr 2019
Testinternally24.19.3 May 2019
TestelectronicfaultsformwithasampleofcustomersacrosseachDNOfootprint
24.19.4 Jun 2019
Resolveanyissuesidentified 24.19.5 Jun 2019
Golive24.19.6 Jun 2019
Project Manager/Lead: Sharon Alexander,CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: June2019
Initiative & Measure Developanonlineformforreportingofstreetfurniturefaults
Formavailabletocustomersbytargetdate
Background AcustomerrequestedUKPowerNetworkstoprovidethemwiththeabilitytoreporttheirunmeteredstreetfurniture/publiclightingfaultson-line
Summary Status Inprogress
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
107UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #25.19Key Milestones Initiative # RAG This Period Due Date
ReviewexistingRent-a-Jointerprocessserviceoffering
25.19.1 Jul 2019
AssessthefeasibilitytoreducetheminimumserviceperiodfortheRAJoffering
25.19.2 Sep 2019
Consultwithasampleofcustomersanyproposedenhancementsifapplicable
25.19.3 Oct 2019
Reviewfeedbackandprepareconsultation
25.19.4 Nov 2019
Publishconsultation25.19.5 Dec 2019
Project Manager/Lead: Sharon Alexander,CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: December2019
Initiative & Measure ConsultwithcustomersonenhancementstoandincreasingflexibilityoftheRentaJointer(RAJ)serviceoffering
Consultationpublishedtostakeholdersbytargetdate
Background CustomershaveindicatedthattheywouldliketousetheRent-a-Jointer(RAJ)serviceofferingUKPowerNetworksprovidesbuttheywouldlikemoreflexibilityaroundthecurrentminimumservicesperiodduration
Summary Status Inprogress
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
108UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #26.19Key Milestones Initiative # RAG This Period Due Date
Reviewprioritytransferunderfaultconditionsprocesswithpilotcustomer
26.19.1 Jun 2019
Highlightareaswhereimprovementsoradditionscouldbemade
26.19.2 Aug 2019
PublishBAUprocess26.19.3 Sep 2019
Project Manager/Lead: Sharon Alexander,CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: September2019
Initiative & Measure ConfirmandpublishtheBAUprocessforcustomerswhosuccessfullycompletedlastyear’spilotforprioritytransfersunderfaultconditions
Processpublishedtostakeholderswhosuccessfullycompletedthepilotbytargetdate
Background Thisinitiativewasderivedfromapreviousinitiativeinthe2018–19ICEplanandweintendtoimplementitasBAUforcustomerswhosuccessfullycompletedthepilot
Summary Status Inprogress
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
109UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #27.19Key Milestones Initiative # RAG This Period Due Date
ReviewJointerOnlyprocesswithpilotcustomer
27.19.1 Jun 2019
Highlightareas,whereiffeasible,improvementsoradditionscouldbemade
27.19.2 Aug 2019
PublishBAUprocess27.19.3 Sep 2019
Project Manager/Lead: Sharon Alexander,CustomerServicesManager(HighwayServices/Disconnections)
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: September2019
Initiative & Measure ConfirmandpublishtheBAUprocessforcustomerswhosuccessfullycompletedlastyear’spilotforthereconnectionoftelecomsonstreetinfrastructurefollowinganemergencydisconnection
Processpublishedtostakeholderswhosuccessfullycompletedthepilotbytargetdate
Background Thisisadevelopmentoflastyear’s(2018–19)ICEinitiativewhereUKPowerNetworkswillmovethisJointerOnlyofferingtoBAU
Summary Status Inprogress
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
110UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #28.19Key Milestones Initiative # RAG This Period Due Date
Revisitcustomerfeedbackreferencingrequirementforthisinitiative
28.19.1 Jun 2019
Seekfurthercustomerfeedbackifrequired
28.19.2 Jul 2019
Developfactsheetswithbusinessinput 28.19.3 Aug 2019
TestwithScrutinyPanelswhereappropriate
28.19.4 Various dates
Publishhelp/factsheets 28.19.5 From Sep 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: FromSeptember2019
Initiative & Measure DevelopfactsheetstosupportcustomerslookingtousetheUKPowerNetworksheatmaps,DGMappingtoolandPicloflexibilityplatform
Factsheetspublishedbytargetdate
Background (New)customershavetoldusthattheywouldbenefitfromguidanceonhowtouseandinterprettheinformationfrommanyofourISplatforms.Wehavecommittedtodevelophelp/factsheets
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
111UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #29.19Key Milestones Initiative # RAG This Period Due Date
ReviewotherDNOofferings 29.19.1 Jun 2020
DevelopproposalwithinputfromScrutinyPanelmembers
29.19.2 Jun-Sep 2020
Testdeliverabilitywithinbusinessandamendifnecessary
29.19.3 Oct 2020
ReviewwithScrutinyPanels 29.19.4 Dec 2020
Reviseifappropriate 29.19.5 Jan 2020
Launch29.19.6 Feb 2020
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: February2020
Initiative & Measure Introduce“optioneering”product
Optioneeringproductavailabletocustomersbytargetdate
Background LastyearWS2oftheOpenNetworksprojectexploredwhatrepresentsbestpracticeatpre-applicationstage.Oneoftheoutputshighlightedwastheneedforanoptioneeringproduct.WehavecommittedtointroduceanoptioneeringproductbyFebruary2020
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
112UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #30.19Key Milestones Initiative # RAG This Period Due Date
ReviewtrialatScrutinyPanel 30.19.1 May 2019
Providefeedbacktobusinessandreview 30.19.2 Jun 2019
Amendprocessifappropriate 30.19.3 Jun 2019
Communicatetocustomers 30.19.4 Jul 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: July2020
Initiative & Measure Reviewsurgerytrial(initiative33.18from2018–19workplan)andimplementanewprocessasBAU
NewprocessBAUbytargetdate
Background FollowingfeedbackfromcustomerswerevisedourapproachtocustomersurgeriesandcommittedtoreviewthiswithaviewtoputtinginplacenewarrangementsbyJuly2019
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
113UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #31.19Key Milestones Initiative # RAG This Period Due Date
SeekviewsatScrutinyPanelmeeting
31.19.1 May 2019
Developstrawmanforreviewinternally 31.19.2 Jul 2020
Holdinternalworkshop 31.19.3 Sep 2020
Agreementonwayforward 31.19.4 Nov 2020
Publish31.19.5 Feb 2020
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: February2020
Initiative & Measure Reviewouracceptanceandmilestonepaymentprocess
Processreviewedandfindingspublishedbytargetdate
Background Customershavetoldusthatouracceptancepaymentandsubsequentmilestonesforacceptedprojectsshouldbereviewedtotakeaccountofthecurrentmarketplace
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
114UK Power Networks – Looking Back & Forward Report May 2019 Section four: Looking Forward 2019–20
//ICE Initiative #32.19Key Milestones Initiative # RAG This Period Due Date
ReviewfeedbackfromOpenNetworkspieceofwork
28.19.1 Apr 2019
Holdinternalworkshop 28.19.2 May 2019
Launchrevisedprocess 28.19.3 Jul 2019
Project Manager/Lead: Steve Halsey, DERDevelopmentManager
Strategy Area: Maintaining our focus on customer service
Proposed Completion Date: July2019
Initiative & Measure Deliverrevisedprocessforcustomersaddingto/alteringanexistingconnection
Revisedprocess,applicationformsandbusinessmethodologyinplacebytargetdate
Background In2018theOpenNetworksProjectproducedagoodpracticeguideregardingpostconnectionchanges.MostDNOsprocessesfocusonnewconnectionsratherthanalteredormodifiedconnections.Wehavecommittedtorevisetheprocessforcustomersseekingtomakechangestoanexistingconnection
Summary Status
Overall Status G
Status: Target not met
At risk On track Completed
Service Development Plan Initiatives 2019–20
115UK Power Networks – Looking Back & Forward Report May 2019
Upcoming events
Name Position Email address Mobile number
MarkAdolphus Director of Connections [email protected] 07875118004
NeilMadgwick Head of Service Delivery [email protected] 07875119389
AntonyWhite Stakeholder Engagement and Account Manager
(Metered Demand & Competition in Connections)[email protected] 07875115589
SteveHalsey Distributed Energy Resources Manager
(Distributed Generation)[email protected] 07875116241
SharonAlexander Customer Services Manager
(Highway Services & Disconnections)[email protected] 07875114870
Please find below a list of our upcoming events for 2019. Invitations and further information will be sent out in due course and also published on our Connections LinkedIn page. We look forward to continued engagement with you.
• CiC Customer workshop – 11 September
• Connections Customer workshop – 26 September
• Highways Services workshop – 8 November
How to contact us – email or call us directly
ukpowernetworks.co.ukUK Power Networks (Operations) Limited Registered office: Newington House, 237 Southwark Bridge Road, London SE1 6NP Registered number: 3870728 registered in England and Wales
MAY 2019
UK Power Networks
@UKPowerNetworks
UK Power Networks Connections Engagement
WINNERS National Awards& Accreditations
in 2017/18