incentive on connections engagement (ice)€¦ · stakeholders. we welcome all feedback – good...

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


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


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


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


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


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


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


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


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


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


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


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

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

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.


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


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.


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

https://www.ukpowernetworks.co.uk/internet/en/have-your-say/documents/UKPN_Assurance%20Report%20Overview%202019.pdf


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

[email protected]

07875 118004


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


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


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


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


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


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


89%OVERALLCUSTOMERSATISFACTION,MEASUREDBYTELEPHONYSURVEY



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




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



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


Delivering our Plan continued...

Service Development Plan – continued





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


24.18 Extendscopeof‘smallserviceselfservice’toincludeworkingontheinterconnectednetwork

Newscopeavailableandupdateddocumentationavailablebytargetdate

25.18CarryoutareviewofICPpartfundedreinforcementactivityincludingpreviousUKPowerNetworksandotherDNOpilots,toidentifylearningpointsandoptimumwayforward


26.18 Accelerateroll-outofFDG(activenetworkmanagement)fromthecurrentpubliclyavailableplan Revisedplanpublishedbytargetdate








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


business information32.18

MonitorconnectionsworkloadandworkthroughputforQuote,DeliveryandCompletionforthreemonths.Undertakeanalysistounderstandpotentialareasofimprovementandsharefindingswithstakeholders

Analysispublishedbytargetdate

Improve our pre-application

support33.18 IncreasethefrequencyofDERsurgeriesandinvestigateanonlinebookingtool Weeklysurgeriesavailablebytargetdate


business information34.18 MakeAppendixGinformationmorereadilyavailabletocustomers AppendixGinformationavailablebytargetdate



receive

35.18 ReviewourUKPowerNetworksDERofferingagainsttheOpenNetworksPre-ApplicationGoodPracticeGuideandpublishfindingsandrecommendations Findingspublishedbytargetdate




Highway Services Metered ICPs & IDNOsDistributed GenerationCustomer SegmentsStatus: Target not

metAt risk On track Completed




receive

36.18 ImprovetheturnaroundtimeforprovidingoutageinformationtoGeneratorsby10%andpublishdata Dataonturnaroundtimespublishedbytargetdate



receive

37.18

OfcomarebringinginnewSLAstoensuretelecomsprovidersreconnecttheirinfrastructureinatimelymanner.UKPowerNetworkswillsupporttheseprovidersinreconnectingtheelectricitysupply.

OpenreachandUKPowerNetworkshavejointlydevelopedthepilotinitiative

Pilotprocessdevelopedandinplacewithcustomer(Openreach)bytargetdate



receive

38.18

For11kV/33kVschemes,assessopportunitiestoextendthecurrentscopeofcontestability.Scenariosmayinclude:1:UpgradeandRelocationofexisting11kVsubstations,wherethetransformeris

costapportioned2:Disconnectionof11kVIDNOsubstations

Assessmentcompleteandfindingssharedwithstakeholders


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



Overall Status Complete



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



Proposed Completion Date: February2019

Initiative & Measure DeliverenhancementstotheDGmappingtool

Enhancementsavailabletocustomersbytargetdate

Background TheDGmappingtoolprovidesstakeholderswithinformationtoallowthemtoself-servebyprovidingvisibilityofkeybusinessdata.Itisimportantthatthetoolremainsfitforpurposeandreflectswherepossiblestakeholdersrequirements

Summary Status Thehighpriorityenhancementsagreedattheworkshopon23May2018havebeendeliveredandarenowliveonourDGmappingtool



Overall Status CompleteLooking Back 2018–19 (Initiatives)



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


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




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



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



Proposed Completion Date: October2018

Initiative & Measure ReviewtheimplementationofupfrontAssessmentandDesign(ConnectionsOfferExpensesregulations)withcustomersandpublishfindings


Background From6April2018,thenewConnectionOfferExpensesregulationsenableDNOstochargeforthecostsincurredinpreparingaquotation(theA&Dcharges)beforesendingthecustomeraquotation.UKPowerNetworkstrialledanewprocesstoassesstheimpactofthesechanges

Thisinitiativereviewedthetrialandourfindingsweresharedwithstakeholders

Summary Status Reviewcompletedincludingconsultationwithstakeholders.ReportpublishedandcommunicatedtostakeholdersattheendofOctober2018.ReportpostedontheUKPowerNetworkswebsite:https://bit.ly/2yDOBOw




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

https://bit.ly/2yDOBOw



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



Proposed Completion Date: December2018

Initiative & Measure Reviewtheprocessforfinalisingaccountsonthecompletionofaproject

Reviewcompleteandpublishedbytargetdate

Background Onceaprojecthasbeencompleted,beforeitisconsideredclosed,itshouldbereviewedandanyoutstandingmattersshouldbeconcluded.Customershaveaskedthatweformalisethisprocessandprovideconfirmationofclosureincludingthebalancingofanyoutstandingfinancialamounts(refundorcharges)

Summary Status Reviewcompleted,includingconsultationwithstakeholdersandcustomerScrutinyPanel.Improvementsimplementedthroughout2018.ReportpublishedandcommunicatedtostakeholdersinDecember2018






PublishDisconnectionsperformancedata(monthly)

6.18.1 Complete

Project Manager/Lead: Antony White,StakeholderEngagement&AccountManager


Proposed Completion Date: FromMarch2018

Initiative & Measure Continuetomonitorandpublishthedataassociatedwithsimple,non-complex,metereddisconnections

Disconnectionsdatapublishedmonthlyfromtargetdate

Background Followingonfromaninitiativeinthe2017–18ServiceDevelopmentWorkplanthisinitiativewastomonitorsuccessagainstthethreemetricsrelatedtosimple/non-complexdisconnections

Summary Status ThemonthlyperformanceispublishedontheUKPowerNetworks’websiteinthe‘Listeningtoourcustomers’pages




0

20

40

60

80

100

MarFebJanDecNovOctSeptAugJul

Delivered within 10 working days(of earliest start date – supplier notification)

2018 2019

0

20

40

60

80

100


Customer satisfaction from our forums

2018 2019

0

20

40

60

80

100



2018 2019


0

20

40

60

80

100



2018 2019

0

20

40

60

80

100



2018 2019

0

20

40

60

80

100



2018 2019

0

20

40

60

80

100



2018 2019

0

20

40

60

80

100



2018 2019

0

20

40

60

80

100



2018 2019



Discussandagreeabilitywithinternalstakeholderstobeabletoprovidemonthlyupdates

7.18.1 Complete

Reviewprocessforprovidinginformationandassesswhetheranyimprovementscanbemade

7.18.2 Complete

Provide1sttrialmonthlyupdateforreview

7.18.3 Complete

Provide1stmonthlyupdate 7.18.4 Complete



Proposed Completion Date: FromJuly2018

Initiative & Measure ProvidemonthlyupdatestotheContracted(butnot)ConnectedRegister(CCR)

Monthlyupdatesavailablefromtargetdate

Background TheCCR(withtheDGmappingtool)providesstakeholderswithinformationtoallowthemtoself-servebyprovidingvisibilityofkeybusinessdata.Itisimportantthattheinformationisprovidedmorefrequentlyandremainsfitforpurpose

Summary Status Followinganinitialtrial,monthlyupdatestotheCCRhavenowbeenimplemented






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





A useful document to share with non-experts’ such as Councillors to help educate them.

Energy Officer



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)





https://www.ukpowernetworks.co.uk/electricity/distribution-energy-resources/community-energy


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


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




Initiative & Measure PublishsimpleguidetoMPANsincludingthemanagementofMPANsassociatedwithDisconnections

Guidepublishedbytargetdate

Background TheprocesssurroundingthemanagementofMPANsincludingtheircreation,anddisconnection,canbeconfusingandcustomersoftenaskforclarificationespeciallywhodoeswhat

Summary Status TheMPANGuidewascompletedinconjunctionwithstakeholdersandsubjectmatterexpertsfromwithinUKPowerNetworksandcommunicatedtoover700stakeholders

Theguidecanbefoundonourwebsitehere



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 Understanding the process surrounding the management of

Meter Point Administration Numbers (MPANs).


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

https://bit.ly/2Q6RYUy



Reviewunidentifiedcableprocess(UKPowerNetworksinternal)

11.18.1 Complete

Discussareasforinclusion/frequentlyaskedquestionswithstakeholders(UKPowerNetworksandcustomers)

11.18.2 Complete

Preparedraftguide11.18.3 Complete

PublishdraftUnidentifiedCableGuideforcommentandfeedback

11.18.4 Complete


11.18.5 Complete

Guidepublished,Initiativecomplete 11.18.6 Complete



Proposed Completion Date: June2018

Initiative & Measure Publishsimpleguidefortheremovalofanunidentifiedcablefromsiteparticularlyinanemergencysituation

Guidepublishedbytargetdate

Background Whereanunidentifiedcableisfoundcustomersdon’tknowthebestcourseofactiontotake,thisinitiativewillprovideasimpleguidetohelp

Summary Status Theguidewasdevelopedfollowingareviewoftheprocessandpublishedbythetargetdate(June2018).TheguidecanbefoundontheUKPowerNetworks’websitehere




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


https://www.ukpowernetworks.co.uk/internet/en/have-your-say/documents/UKPN%20Unidentified%20Electrcicity%20Cable%20Process%20Jun2018%20FINAL.pdf



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


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






GatherICPinputsatMayCiCworkshop 13.18.1 Complete

Agreeactionplan,andtimescales,toimplementimprovements

13.18.2 Complete

Commencebuild13.18.3 Complete

Testbuild13.18.4 Complete

Golive13.18.5 Complete




Initiative & Measure OptimiseCiCsectionofwebsite

RevisedCiCpagespublishedbytargetdate

Background DuringaseriesofstakeholdertelephoneinterviewsinNovember2017,severalICPscommentedthatthenavigationwithinourCiCwebpagescouldbeimproved.InMarch2018,welaunchedanew,mobile-responsivewebsiteunderinitiative26.17.During2018,wewillworkwithstakeholderstoupgradetheCiCcontentwithinthisnewwebsite

Summary Status TheCiCsectionoftheUKPowerNetworks’websitehasbeenoptimised,basedonstakeholderfeedback,publishedbytargetdate

WebsitepagesaimedatusersnewtoCiC(clickhere)

WebsitepagesaimedatICPandIDNOs(clickhere)




I am generally quite pleased with the proposed changes and layout.

Feedback received from an ICP during the test phase of development

https://bit.ly/2ANgpkx

https://bit.ly/2TLx9zQ



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



Executive Summary

1

Back to contents

FlexibilityRoadmap

FutureSmartA smart grid for all: Our transition to Distribution System Operator




Reviewreinforcementschemes

15.18.1 Complete

Commercialrequirementsagreed

15.18.2 Complete

Approvalofschemesandtenderdates

15.18.3 Complete

Schemesandtenderdatesarepublished

15.18.4 Complete


Strategy Area: Enhanced Service Provision – Improve the information available to the DER market on our DSO flexibility needs


Initiative & Measure Publishlocationsforflexibilityservicestenders

Locationsidentifiedandtenderdatesannounced

Background Flexibilityservicesarecontractswithcustomers,orthirdpartyrepresentatives,toaccessthecustomer’sabilitytochangeloadand/orgenerationtosupportnetworkinvestmentandoperations.Theneedsarelocationspecific,andthesitesactasasignalforcustomerstoofferresourcesordevelopresourcesintherequiredareas

Werunflexibilitytenderstousecustomersflexibilityasanalternativetonetworkreinforcement

Summary Status WehavepublishedthelocationsforflexibilityservicesonthePicloplatform.Weheldaflexibilityeventformorethan100interestedstakeholderson1October2018wherewelaunchedthePicloplatform






Identifysubjectworkshopareas 16.18.1 Complete

Communicateplannedworkshops 16.18.2 Complete

Conductworkshopsinaccordancewithplan

16.18.3 Complete

Reviewfeedbackfromallworkshopsheldandpublishsatisfactionscores

16.18.4 Complete


Strategy Area: Provide customers with more choice and flexibility over the services they receive


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)






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)



Initiative & Measure WorkwithcustomerstoidentifyandimplementenhancementstotheStreetFurniturefaultmap


Background AttheHighwayServicesforuminMarch,customerscommendedtheteamonthefaultsmapandsuggestedassetownersbeaddedtothemapforeaseofreference

Summary Status WesurveyedourcustomerstoaskthemwhatimprovementstheywouldliketoseetoourStreetFurniturefaultmap

Wehavereviewedtheresponsesanddevelopedafinallistofimprovementswhichweimplemented.Voluntarycategorieswhichhavephysicalenduserssuchastelecommunications,digitalmediaandEVchargingpointshavebeenaddedtofaultsmaptoeasilyhighlightassetswithparticularsignificanceforourcustomers




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



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




Initiative & Measure Consulton,developandagreeplantoimplementself-servicefunctionalityforHighwayServicescustomers

Planagreedwithstakeholdersandpublishedbytargetdate

Background AttheHighwayServicesforuminMarch,customersre-iteratedthedesireforacustomerportalsotheycanplaceordersonlineandcanmonitorprogressoftheirwork

Summary Status Wehaveundertakenahighlevelreviewofourcurrentsystemcapabilityandsharedthiswithinternalstakeholders

WesharedourfindingswithourcustomersinDecember2018






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



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






Checkwithcompliance/owneraboutprovidingaccesstoUKPowerNetworks’WorksManagementSystem(WoRMS)

20.18.1 Complete

Agreealternativesolutionifaboveisnotfeasible

20.18.2 Complete

Developprocessforprovision 20.18.3 Complete

ImplementInitiative20.18.4 Complete



Proposed Completion Date: January2019

Initiative & Measure Wherepossible,makephotographicevidenceoftheworksavailableaspartofthecustomerworkpackonrequest

Photographicevidenceofworksavailabletocustomersbytargetdate

Background AttheHighwayServicesforuminMarchcustomersqueriedifitwaspossibletoprovideevidenceonhowgroundworkswereleftafterworkhadtakenplace.Theysuggestedwepublishphotographicevidence–theteamagreedtoidentifyifwecouldmakephotographicevidenceavailableonrequestaswecurrentlyretainthisinformationonoursystems

Summary Status Areviewhasbeenundertakenofthefeasibilityofprovidingphotographicevidenceaspartofthecustomerworkpackonrequest.ThefindingsweresharedattheHighwayServicesForumon8November2018.Areportwascirculatedinformingcustomersthatwecanprovidephotographsuponrequestforaspecificconnection,ifavailableandthecustomeradvisedonwhotocontacttorequest






Auditexistingprocess 21.18.1 Complete

Makerecommendations 21.18.2 Complete

Publishfindings21.18.3 Complete




Initiative & Measure Carryoutareviewofthepilotprocessforprioritytransfersunderfaultconditionsandpublishfindings


Background PilotinitiativewasundertakenbetweenJanuaryandMay2018.Oncereviewisundertakenadecisionwillbemadewithinternalandexternalstakeholdersastowhethertheinitiativeshouldcontinue

Summary Status AreviewofthePilotwasundertakeninconjunctionwiththecustomer.AdecisionwastakentoextendthepilottoMarch2019andotherstakeholderswereinvitedtoparticipate.ThereportwassenttoHighwayServicesstakeholders

WehavereviewedthepilotandarepleasedtoconfirmthatwearemovingtheprocesstoBAUforcustomerswhosuccessfullycompletedthepilotforprioritytransfersunderfaultconditions.Wewillcontinuetoprovideatrial-stageofferingtoanynewcustomerswhowishtoavailthemselvesofthisservice




I am looking forward to the trial continuing for us to obtain further evidence of its success.

Quote from customer



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


Strategy Area: Enhanced service provision


Initiative & Measure Reviewtheprocessforcomplexdisconnectionsassociatedwithadevelopmentprojectandagreeimprovementactionsandtargettimescaleswithstakeholders

Planpublishedbytargetdate

Background Simple/noncomplexdisconnectionswereakeyfocusonour2017–18ServiceDevelopmentPlan.Stakeholdershaveaskedustoturnourattentiontodisconnectionsassociatedwithaproject,orcomplexdisconnections,withaviewofreducingtimescalesandimprovingtheprocess

Summary Status Improvementsidentified,sharedwithstakeholdersattheScrutinyPanelandimplementationcommenced.InitiativecompleteinDecember2018withimprovementactionscommunicatedtostakeholders






Planseriesofworkshops 23.18.1 Complete

Issueinvitations23.18.2 Complete

Conductworkshops23.18.3 Complete

Reviewfeedbackfromworkshopsheldandpublishsatisfactionresults

23.18.4 Complete




Initiative & Measure ProvideworkshopsonspecificareasofEHVdesigntohelpimprovequalityofdesignsubmissions


Background Aspartofour2017–18ServiceDevelopmentactivity,wecommittedtoreducethelevelofrejectionofdesignsat33kV(1.17)

Wecapturedfeedbackfromanumberofourstakeholders,inthecourseofaseriesoftelephoneinterviews,askingforguidanceonaspectsofEHVdesign

Summary Status EHVDesign&Commissioningworkshopwasheldon18June2018.Theworkshopwaswellreceivedwithanoverallsatisfactionfromparticipantsof98%

Thepresentationcanbefoundonourwebsitehere




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

https://www.ukpowernetworks.co.uk/internet/en/have-your-say/documents/EHV%20Design%20&%20Commissioning%20Workshop%20v1.0.pdf



Identifydocumentsrequiringchange 24.18.1 Complete

Completeamendmentstodocuments

24.18.2 Complete

Publish/uploaddocumenttoG81&issuecommunication

24.18.3 Complete

Project Manager/Lead: Steve Rogers,CompetitioninConnectionsManager



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






Conductareviewofthe2013pilot 25.18.1 Complete

ReviewactivitybyotherDNOs 25.18.2 Complete

Publishfindings&optimumwayforward

25.18.3 Complete




Initiative & Measure CarryoutareviewofICPpartfundedreinforcementactivityincludingpreviousUKPowerNetworksandotherDNOpilots,toidentifylearningpointsandoptimumwayforward


Background UKPowerNetworksconductedthefirstandcurrentlyonlypilotforthisactivityin2013

StakeholdersexpressedaninterestinmovingforwardwiththistopicbothinindividualstakeholderinterviewsinNovember2017andsubsequentlyat25January2018CiCworkshop

Summary Status LessonslearntfromapreviousUKPowerNetworksprojectandotherDNOapproacheswerereviewedandourproposalforafurtherextendedtrialwascirculatedtostakeholdersinvitingICPsforfeedbackandtoregistertheirinteresttotakepartinthetrial






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


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




Acceleratingtheroll-outofFDGinEPN


SMS

https://www.ukpowernetworks.co.uk/electricity/distribution-energy-resources/flexible-distributed-generation



ShareOpenNetworkproposalswithallDNOsandNationalGrid

27.18.1 Complete

ShareproposalwithcustomeradvisorypanelandDERSteeringgroups

27.18.2 Complete

Continuetodevelopproposals 27.18.3 Complete

ShareproposalswithScrutinyPanel 27.18.4 Complete

Finaliseandpublish27.18.5 Complete




Initiative & Measure Publishrevisedprocesswherecustomersareaddingequipmenttoexistinggenerationsites(responsetoconsultationpublishedin2017–18plan19.17)

Revisedprocesspublishedbytargetdate

Background In2017–18westartedtoseeanincreaseinthenumberofrequeststoaddequipmenttoexistinggeneratingsites.Weconsultedin2017–18andstakeholderstoldusthiswasanareawhereclarityandimprovementcouldbeprovided.TheENAOpenNetworksprojectWS2P6isalsolookingtoprovideclarityinthisarea.Thisinitiativewillfollow/alignwiththeoutputofWS2P6

Summary Status WehaveworkedwithDNOcolleaguestodevelopproposalstoforOpenNetworksWS2P6“Goodpractice–PostConnectionchanges”andwhichwaspublishedattheendof2018.RecommendationsfromtheGoodPracticedocumentwillbeintroducedwithUKPowerNetworksbyJuly2019






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



Strategy Area: Enhanced service provision


Initiative & Measure Reviewtheletterofauthorityprocess,whereaconsultantorothercustomerrepresentativeisinstructedtoactonthecustomer’sbehalf

Publishtheoutcomeofthereviewbythetargetdate

Background CustomerstoldusthatsometimestheprocesstoobtainaLetterofAuthority(LoA)canbeonerousanddon’talwaysdeemitentirelynecessary

Thisinitiativeistoreviewtheprocesswithaviewofsimplifyingit

Summary Status TheLoAprocesswasreviewedandeachscenariowhereaLoAisrequiredwasdefined.Thisworkwasdiscussedwith,andcommunicatedtostakeholdersoncompletion




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



Identifyrelevantusers 29.18.1 Complete

Createuseraccounts29.18.2 Complete

Issueloginsanduserguide 29.18.3 Complete




Initiative & Measure EnhanceaccesstonetworkdrawingsforICPsviaNetmapWebview

Accessenabledandloginsissuedbytargetdate

Background ICPscurrentlyaccessnetworkmapsviaoureMAPstool

Under2017–18initiative3.17,weimplementedaLineSearchsolutionforourwidercustomerbase.RecognisingICPs’needformoredetailedinformation,wehavecommittedtoprovidethemwithaccesstoourNetmapWebviewsystem

Summary Status Additionalusercredentialsrolledoutfrom28June2018toallICPsthatrequestedit.TheRDSSupportprocesstransferredtobusinessasusualandadditionaluserrequestprocessestablished(postprojectimplementation).CommunicationssenttoICPstakeholderson29June2018






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






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



Strategy Area: Improve the communication and transparency associated with the delivery of connections activities and the management of outages


Initiative & Measure Improvetheprocessfortherecordingofdisconnectionsonsite(electronic)andtheissuingofadisconnectionscertificate(byemail)fortheworkcompleted

Revisedprocessimplementedbytargetdate

Background Thewaydisconnectionsarerecordedonsite,andthesubsequentaudittrail,isoftenthesourceofchallenge

Thisinitiativewastoreviewtheprocessandimplementimprovements

Summary Status Weengagedwithouroperationalteams,throughaseriesofspecificbriefings,toensuretheyunderstandtheimportanceofcorrectlycompletingthedisconnectioncertificatesandthatthesearecapturedelectronicallyontheirmobiledevicesatthetimeofcompletingthework.Acopyisthenattachedtothejobrecord.Wewillcontinuetoleavetheoriginalcopyofthecertificateonsitewhentheworkiscompletedandanelectronicversionwillbeattachedtothejobrecordandavailableasrequired






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


Strategy Area: Reduce lead times associated with connections activities


Initiative & Measure MonitorConnectionsworkloadandworkthroughputforQuote,DeliveryandCompletionforthreemonths.Undertakeanalysistounderstandpotentialareasofimprovementandsharefindingswithstakeholders

Analysiscompleteandfindingssharedwithstakeholders

Background Furthertofeedbackinthe2017–18ICEConsultation,andinresponsetofeedbackastakeholdernoted,therecanbeinconsistencesinthelevelofserviceprovidedbydifferentdesignersandengineers.Thisinitiativeistounderstandthisinmoredetail

Summary Status Weconsideredthreemonthsdatahowever,asatleastoneofthesemonthswasanatypicalmonth(December),wehaveusedabroadersetofdatafortheanalysisandthefindingsweresummarisedandcirculatedtostakeholdersbythecompletiondate






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



Initiative & Measure IncreasethefrequencyofDERsurgeriesandinvestigatetheuseofanon-linebookingtool

Background Feedbackfromthe2017–18ICEConsultationandourreviewoftheimplementationofupfrontA&Dsuggestedthatcustomerswantedmorefrequentandtimelypre-applicationsupporttodiscussprojectsbeforecommittingtoaformalapplication.Aspartofourinternalreview/workshopwecarriedoutanassessmentofsurgerybookings,waitinglistsandattendance(forthepreviousthreemonths)anddecidedtoimplementaprocessthatwouldallowcustomerstobookad-hocsurgerieswithamaximumwaitperiodofsevenworkingdays.Wewillalsotrialinoneareaprovidingawrittenresponse.WewillreviewattheendofMarch2019

Summary Status Complete






ReviewAppendixGprovisionbyotherDNOs

34.18.1 Complete

AssesshowinformationcanbeconsistentlygatheredwithinUKPowerNetworks

34.18.2 Complete

Considerhowbestinformationcanbeprovided

34.18.3 Complete

ImplementtrialinoneDNO 34.18.4 Complete


Makechangesifappropriate 34.18.6 Complete

ImplementacrossallDNOs 34.18.7 Complete

Project Manager/Lead: Nuno da Fonseca,InfrastructurePlanningManager



Initiative & Measure MakeAppendixGinformationmorereadilyavailabletocustomers

Background CustomershavenotedthatsomeDNOsareprovidingAppendixGinformationearlierintheprocessthanUKPowerNetworks.WewillreviewwhatotherDNOsaredoingandapplybestpractice

Summary Status Complete–Connectionsnewsbulletinemailedtooverc760DERStakeholdersprovidinglinktoNationalGridonlineheatmap,linkhasbeenalsobeenaddedtoUKPowerNetworkswebsiteDERresourcesandquicklinkspage






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


Project Manager/Lead: Steve Halsey,DERDevelopmentManager



Initiative & Measure ReviewtheUKPowerNetworksDERofferingagainsttheOpenNetworksPre-ApplicationGoodPracticeGuideandpublishfindingsandrecommendations

Background OpenNetworkshasjustpublishedareviewofDNOspre-applicationsupportandhighlightedareasofgoodandbestpractice.UKPowerNetworkswillreviewthisguidanceandimplementbestpracticewherepracticablypossible

Summary Status Complete–Updateprovidedtoc760DERStakeholdersthroughConnectionsNewsBulletin.CommitmenttodevelopingOptioneeringproductin2019–20plantakingintoaccounttwopreviousconsultationsandrecentstakeholdersevents






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



Initiative & Measure Improvetheturnaroundtimeforprovidingoutageinformationtogeneratorsby10%andpublishdata

Background Feedbackfromthe2017–18ICEConsultationhighlightedtheimportanceofprovidingtimelyinformationaboutoutagestogeneratorscurrentlyconnectedtoournetwork.UKPowerNetworksiscommittedtoimproveitsturnaroundtimewhenwereceivearequestforinformation

Summary Status Complete–Targettimeforrespondingtorequestswas30workingdays.BetweenApril2018toearlyMarch2019averageresponsewas10workingdays






DevelopJointerOnlyprocess 37.18.1 Complete

ImplementJointerOnlyprocess 37.18.2 Complete

ReviewJointerOnlyprocesswithpilotcustomers

37.18.3 Complete

Project Manager/Lead: Sharon Alexander,CustomerServicesManager(HighwayServices/Disconnections)



Initiative & Measure CreateapilotJointerOnlyprocesstoreconnecttelecommunicationcabinetslocatedonthepublichighwayfollowinganemergencydisconnection

DeveloptheJointerOnlyprocess,implementwithcustomer(Openreach)andreviewbytargetdate

Background OfcomarebringinginnewSLAstoensuretelecomsprovidersreconnecttheirinfrastructureinatimelymanner.UKPowerNetworkswillsupporttheseprovidersbyreconnectingtheelectricitysupplyinatimeframethatalignswiththenewSLAs.OpenreachandUKPowerNetworkshavejointlydevelopedthepilotinitiative

Summary Status Aprocesswasagreedtotrialapilottoelectricallyreconnectbroadbandcabinetsfollowingaroadtrafficcollision(knock-down)usingour‘JointerOnly’serviceoffering.Thisfollowsremedialworkscarriedoutbythecustomertoinstallanewcabinet.Thepilotcommencedon15October2018




The commitment and outturn delivered by UK Power Networks is very much appreciated.

Robert Williams, BT Plc



AssessscenariostoextendcontestabilityincorporatingfeedbackfromICPsandIDNOs

38.18.1 Complete

CollateoutcomesofassessmentandshareproposalswithCiCScrutinypanelforcomment

38.18.2 Complete

Updateproposal/assessmentbasedonfeedbackreceived

38.18.3 Complete

Circulateoutcome/proposalstoICPsandIDNOs

38.18.4 Complete


Strategy Area: Enhanced Service Provision


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




https://g81.ukpowernetworks.co.uk/library/icp/con-08-115-icp-self-connection-operational-activity-procedure

69UK Power Networks – Looking Back & Forward Report May 2019 Section three: Appendix

Section 3: 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



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



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


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


Section 4: Looking Forward 2019–20

• Introduction p74

• Developingourworkplan p75

• Howwedevelopedandsoughtendorsementofourworkplan p76–79

• ServiceDevelopmentWorkplan2019–20 p80–82

• ServiceDevelopmentInitiatives2019–20 p83–114


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

[email protected]

07875 118004


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


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


CiCWORKSHOPATTENDEES58

5 SCRUTINYPANELS2 SCRUTINYPANELS

How we developed our workplan with our ICPs & IDNOs


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


89%OVERALLCUSTOMERSATISFACTION,MEASUREDBYTELEPHONYSURVEY



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



CUSTOMERFORUMS

2

89%OVERALLCUSTOMERSATISFACTIONMEASUREDATCUSTOMERFORUMS

BESPOKETECHNICALWORKSHOPSWITHOVER

20ATTENDEES


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


3SPECIALISTEVWORKSHOPSWITH82ATTENDEESWITHASATISFACTIONSCOREOF 8.8/10


2 DERSCRUTINYPANELS

60 ATTENDEES

2DERFORUMSWITH


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


Service Development Workplan 2019–20 continued...

Highway Services Metered ICPs and IDNOsDistributed Energy ResourcesCustomer SegmentsService Development Plan


Market segment


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


Service Development Workplan 2019–20 continued...

Highway Services Metered ICPs and IDNOsDistributed Energy ResourcesCustomer SegmentsService Development Plan


Market segment


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



SeekfeedbacktoSLAthroughtheFlexibilityforuminJuly

1.19.1 30 Jul 2019

PublishSLAs1.19.2 30 Sep 2019


Strategy Area: Changing energy world


Initiative & Measure IntroduceSLAsforresponsetoenquiriesfromflexibilityproviders

SLAinplacebytargetdate

Background CurrentlytheSmartGridTeamengageswithflexibilityprovidersthroughvariousmeans(bilateralmeetings,presentationsinconferences,etc).Theprovidersraisevariousquestionsandtheteamrespondsonanadhocbasis.TheSLAwillensureastandardlevelofservicetotheproviders

Summary Status Thedevelopmentwillinclude:

a)AssessingkeycharacteristicsoftheSLAb)EstablishingkeymetricsoftheSLAc)PublishSLAsafterassessingfeedbackfromstakeholders

Overall Status G



Service Development Plan Initiatives 2019–20



Seekfeedbackaroundusefulness 2.19.1 30 Sep 2019

Publishreportonthefeasibilityofintroducingacurtailmentindex

2.19.2 30 Dec 2019




Initiative & Measure Assessfeasibilityofintroducingacurtailmentindextoreducecurtailmentuncertaintyfornewflexiblecustomers

Feasibilityassessmentcompletedbytargetdate

Background CurrentlyDERchoseforalowercostandfasterflexible(generation)connectionbasedoncostsandexpectedcurtailmentinthefuture

ThedevelopmentofacurtailmentindexwillhelpinformDERinrelationtotheirfuturecurtailmentandinvestmentdecision

Summary Status DuetocommenceinJulyto:

a)EvaluateusefulnessoftypeofcurtailmentinfoforDERbySeptember2019

b)EvaluatethefeasibilityofintroducinganindexbyDecember2019

Overall Status G






EngagewithexistingcustomersanddeploySmartGridTeam’sengagementplanforflexservices

3.19.1 31 Mar 2020




Initiative & Measure Promoteflexibilityrevenueopportunitiestoexistingcustomerswithinflexibilityzones

Proactivecommunicationscampaignforexistingcustomersdeliveredfornexttenderround

Background FlexibleDistributedGenerators(FDG)maybelocatedwithinthedemandconstrainedareasthataretenderedforflexibilitythroughthePicloplatform.Identifyingandfacilitatingtheirparticipationinthetenderscanprovidebenefitstoendconsumersandthegenerators

EngagingwithFDGandPromotingtherevenueopportunitiescanhelpinthatdirection

Summary Status CommencingengagementwithFDGfromJuly2019aheadoffutureflextenderprocesscanhelpunlockthevalueofflexibility

Overall Status G






Publishmarketdesignproposals 4.19.1 01 Oct 2019

Consultwithcustomers 4.19.2 01 Jan 2020

Planfeasibilitystudyincorporatingcustomerinput

4.19.3 31 Mar 2020




Initiative & Measure Developandco-designwithcustomersaninnovativemarket-basedapproachtomanaginggenerationconstraintsonthenetwork

Feasibilitystudyformarketdesignpublishedandtestedwithcustomersbytargetdate

Background UKPowerNetworksdevelopedflexibleconnectionstoenablequickerandcheapercustomerconnectionsinareaswithlimitednetworkcapacity.Thisisnowabusiness-as-usualofferingacrossournetworkwhichhassofarsavedcustomers£70minconnectioncosts.ThenextenhancementwearedevelopingisanoverlayofmarketmechanismstoenablemoreefficientmanagementofnetworkconstraintsbyaccessingalargerpoolofDER

Summary Status Wehavepublishedahighlevelconsultancyreportdetailingpotentialdesignconsiderations.Thiswillbedevelopedfurther

Overall Status G






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



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






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




Initiative & Measure Developacombinedconnection&flexibilityoffer

Productavailabletocustomersbytargetdate

Background OverthelastfewyearswehavesuccessfullydeliveredflexibleDGconnections.Theintroductionofacombinedofferisthenaturalnextstepintheevolutionofourcustomeroffering.Itwillprovidecustomerswithcomparativepricesforbothconstrainedandunconstrainedconnectionsgivingcustomersimmediatevisibilityofassociatedcosts.Thiswillallowthemtooptioneerthebestsolutionfortheirproject

Summary Status Newactivemanagementproductindevelopment

Overall Status G






SetupcentralwebpageforstakeholderstoreferenceexistingsourcesofDNOdataacrossGBnetworks

7.19.1 Apr 2019

DevelopoptionsforGBwideSWRR 7.19.2 Jul 2019

Identifyandagreecodechanges 7.19.3 Dec 2019

FinaliseandimplementsystemimprovementsforDERregister

7.19.4 Dec 2019



Proposed Completion Date: Ongoing

Initiative & Measure UndertakeafeasibilitystudytodevelopsystemwideresourceregisteraspartoftheOpenNetworksProgramme

ReviewcompletebytargetdateinlinewithOpenNetworksProgramme

Background TheOpenNetworksProgrammeidentifiedtheneedlastyearforaSystemWideResourceRegister.ThisyearsplanstodeveloptheideafurtheridentifyingsolutionswitharecommendationtoprogressbytheendofJuly.Theprojectwilllookintoconfidentialityissuesalso

Summary Status

Overall Status G






Holddevelopmentworkshopsthroughout2019

8.19.1 Various dates

Respondtofeedbackandamendasnecessary


Testproductwithstakeholdersasappropriate


LaunchOutagePlanningTool 8.19.4 Mar 2020


Strategy Area: Maintaining our focus on customer service


Initiative & Measure DeliverDERoutageplanningtool

Outageplanningtoolliveandavailabletostakeholdersbythetargetdate

Background Moreandmoreconnectedgeneratorswishtoengagewithustobettermanage/coordinateoutages.Ourexistingtoolsdonotfacilitatethissowehaveagreedtodevelopanewcompanyoutageplanningtool.Workonthishasbeenon-goingforacoupleofyearsandtheprojectwillcometofruitionin2020

Summary Status Developmentworkshopsbeingheld

Overall Status G






ReviseEVtechnicalstandard(EDS085050)

9.19.1 May 2019

Seekcustomerfeedback 9.19.2 Jun 2019

Developmaterialtakingaccountofexternalmarketchanges

9.19.3 Sep 2019

Arrangeworkshops9.19.4 Oct 2019


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







TrainstafftoofferEVadvice 10.19.1 Complete

LaunchService10.19.2 Complete

Monitorfeedbackandrefineapproachasappropriate

10.19.3 Ongoing

Project Manager/Lead: Mark Edwards, TechnicalServicesManager


Proposed Completion Date: April2019

Initiative & Measure Introduceand‘AsktheExpert’serviceforEVcustomersbythetargetdate

Background TheconnectionofEVsisanemergingmarketwheretechnicalstandardsareevolvingandnewcustomergroups,withlittleexperienceofelectricalconnectionsareseekingouradvice

TocomplementourEVSurgeries,ForumsandGuidesweproposetooffercustomersbespokeEVemailadviceviaabespoke‘AsktheExpert’service

Summary Status Complete




Thank you very much for your advice. I really appreciate your help.Project Manager, Honda



Developspecification 11.19.1 Mar 2019

ISdevelopsolution11.19.2 Apr 2019

Launchproduct11.19.3 Jun 2019




Initiative & Measure DevelopandpublishanLVheatmapforelectricvehicles

HeatmapsforEVspublishedbythetargetdate

Background TheEVspaceisrapidlychangingandcustomershavetoldustheywouldliketohavevisibilityofavailablenetworkcapacityfortheconnectionofEVchargepoints

Summary Status EVHeatmaplayerindevelopment

Overall Status G






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




Initiative & Measure RunworkshopwithcustomerstoagreeaprogrammeofworktomakeenhancementstotheDGMappingTool


Background TheDGmappingtoolprovidesstakeholderswithinformationtoallowthemtoself-servebyprovidingvisibilityofkeybusinessdata.Itisimportantthatthetoolremainsfitforpurposeandreflectswherepossiblestakeholdersrequirements

Summary Status Customerworkshopheld.Internalreviewofrequirementsunderway

Overall Status G






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



Proposed Completion Date: FromJune2019

Initiative & Measure Holdsubjectspecificworkshops


Background Since2016,wehaveincreasinglyofferedsubjectspecificworkshopsinadditiontoourgeneralforums.Wesoughtstakeholders’viewsastoprioritiesatforumsinearly2019andsubjectspecificworkshopsfeaturedasstakeholderstoppriority

Summary Status WorkshopScheduleindraft.Identifiedworkshopsinplanning

Overall Status G






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




Initiative & Measure Reviewtheprocessforextendingquotevalidity

Processreviewedinconjunctionwithstakeholdersandrecommendationspublishedtostakeholdersbytargetdate

Background FollowingdiscussionandquestionsthataroseataCompetitioninConnectionsWorkshopaboutrequotesandrevalidationrequests,itbecameevidentthatareviewoftheprocesswouldbebeneficial.ThiswasechoedattheConnectionsCustomerForum(MeteredDemandStakeholders)

Summary Status Stakeholderfeedbackunderreviewwithinternaldiscussionsunderwayandexternalengagementworkshoptodiscusstheissueinplanning

Overall Status G






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




Initiative & Measure DevelopandmonitorasetofKPIsforthequotationanddeliveryofdiversionarywork

AsetofKPIsfordiversionaryworkdeveloped,andperformanceagainstKPIspublishedbytargetdate

Background Stakeholdershavetoldusthatwhilegenerallyquotationtimescaleshaveimprovedsteadily,somehaveexperiencedlongerleadtimesforthequotationanddeliveryofdiversionarywork.ThisinitiativewasidentifiedatthespringConnectionsCustomerForumforinclusioninthe2019–20Plan

Summary Status TocommencemidJuly

Overall Status G






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


16.19.5 Jul 2019

Guidepublished16.19.6 Jul 2019

Initiativecomplete16.19.7 Jul 2019




Initiative & Measure DevelopaguideontheprocessforundertakingEHVcablediversions

Guidedevelopedandpublishedtostakeholdersbytargetdate

Background EHVDiversionscanbecostlyandtimeconsuming,oftenimpactingcustomerprojecttimescales.ThisguidewassuggestedtoprovideaninsightintotheprocessthatisfollowedwhenanEHVdiversionisrequiredandkeyconsiderationsforthiswork

Summary Status Stakeholderquestionsandfeedbackforwhattheguideshouldincludereceived.Guideindraft

Overall Status G






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


17.19.5 Jul 2019

Guidepublished17.19.6 Jul 2019





Initiative & Measure Developaguideofhowtoenhancesecurityofsupply

Guidedevelopedandpublishedtostakeholdersbytargetdate

Background Stakeholdersareincreasinglyinterestedinsolutionstoensuresecurityofsupply.Theworkcompletedthroughthisinitiativewillprovideaguidethatwillbepublishedonourwebsite

Summary Status Initialoptionsindraft

Overall Status G






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




Initiative & Measure Developaprocessfortherefund/reuseofplantusedfortemporarybuilderssupplies

Processdevelopedandpublishedtostakeholdersbytargetdate

Background Connections’customersquestionthecurrentmethodologyfordisposingofequipmentthathasbeenusedonatemporarybasis,thatcouldbeconsideredoperationally‘fitforuse’andthatcouldhaveoperationalliferemaining.Oftentheequipmenthasbeenusedforashorttimeasatemporarybuilderssupplyandcustomersbelievethisequipmentshouldbereusedandthattheyshouldbereimbursedfortheresidualvalue(whenarrangingforthemtobedisconnectedandremovedfromsite)

Summary Status Customerfeedbackcollatedandinitiativescopedrafted

Overall Status G






MeetwithUKPowerNetworksstakeholderstoagreetheprocessforaddinga‘QuoteBy’datetothecommunicationsenttocustomersuponallocationofaquotetoaUKPowerNetworksDesigner

19.19.1 Sep 2019

Implementprocess19.19.2 Oct 2019

InitiativeComplete19.19.3 Nov 2019



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






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



Initiative & Measure WidentheSmallServicesSelfServicetool/scopetoenableIDNOconnections


Background AtaCompetitioninConnectionsworkshopin2018,weaskedattendeesduringabreakoutsessionhowwecouldimprovecommunicationandtransparencyassociatedwiththedeliveryofconnectionsactivities.FeedbackcapturedaskedustoopenuptheSmallServiceSelfServicetooltoenableIDNOconnections

Summary Status

Overall Status G






Conductaninternalreviewforpotentialimprovements

21.19.1 May 2019

Discusspotentialimprovementswithexternalstakeholdervolunteers

21.19.2 Jun 2019

Reviewfindingsandcollatereport 21.19.3 Jun 2019

Publishtheoutcomeofthereview

21.19.4 Jul 2019





Initiative & Measure AssessthefeasibilitytoextendthescopeofECS020067topermitservicetransfersonLVSWAcables

Feasibilitystudydevelopedandpublishedtostakeholdersbytargetdate

Background Aspartofour2017–18CICServiceDevelopmentworkplan,wecommittedtoenableICPstocarryoutlivejointingonSteelWireArmoured(SWA)LVservicecables.Followingthissuccessfulinitiative,twoICPshaveapproachedUKPowerNetworkstoconsiderallowingservicetransferspnLVSWAcables

Summary Status Internalreviewinprogress

Overall Status G






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





Initiative & Measure EnableIDNOstoundertakethebi-lateraltechnicalstatementthemselves


Background AtaCompetitioninConnectionsworkshoplastyear,weaskedattendeesduringabreakoutsessionhowwecouldimproveourpre-applicationsupport.AnICPrespondedwith:

AllowingIDNOstoundertaketheBCAthemselves,otherDNOlicencesallowIDNOstocompleteasitisastandarddocument

Summary Status ReviewworkshopwithIDNOsplannedforendMay2019

Overall Status G






Holdinternalmeetingstoreviewpotentialimprovementopportunitiesintheprocess

23.19.1 May 2019

Discusspotentialimprovementareasidentifiedwithexternalstakeholders

23.19.2 May 2019

Publishtheoutcomeofthereview

23.19.3 Jun 2019

Initiativecomplete23.19.4 Jun 2019




Initiative & Measure ReviewtheprocurementprocessforOperationalLocks

Processreviewedandfindingspublishedbytargetdate

Background DuringanICEScrutinyPanelmeetinginJanuary2019,discussiontookplacearoundvariousaspectsofIDNOconnections.AnICPsaidthatconnectionoffersforHVjobsarestillchargingforoperationallocksandarevisionoftheprocessneedstobeexplored

Summary Status Internalreviewunderway

Overall Status G






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




Initiative & Measure Developanonlineformforreportingofstreetfurniturefaults

Formavailabletocustomersbytargetdate

Background AcustomerrequestedUKPowerNetworkstoprovidethemwiththeabilitytoreporttheirunmeteredstreetfurniture/publiclightingfaultson-line

Summary Status Inprogress

Overall Status G






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




Initiative & Measure ConsultwithcustomersonenhancementstoandincreasingflexibilityoftheRentaJointer(RAJ)serviceoffering

Consultationpublishedtostakeholdersbytargetdate

Background CustomershaveindicatedthattheywouldliketousetheRent-a-Jointer(RAJ)serviceofferingUKPowerNetworksprovidesbuttheywouldlikemoreflexibilityaroundthecurrentminimumservicesperiodduration


Overall Status G






Reviewprioritytransferunderfaultconditionsprocesswithpilotcustomer

26.19.1 Jun 2019

Highlightareaswhereimprovementsoradditionscouldbemade

26.19.2 Aug 2019

PublishBAUprocess26.19.3 Sep 2019




Initiative & Measure ConfirmandpublishtheBAUprocessforcustomerswhosuccessfullycompletedlastyear’spilotforprioritytransfersunderfaultconditions

Processpublishedtostakeholderswhosuccessfullycompletedthepilotbytargetdate

Background Thisinitiativewasderivedfromapreviousinitiativeinthe2018–19ICEplanandweintendtoimplementitasBAUforcustomerswhosuccessfullycompletedthepilot


Overall Status G






ReviewJointerOnlyprocesswithpilotcustomer

27.19.1 Jun 2019

Highlightareas,whereiffeasible,improvementsoradditionscouldbemade

27.19.2 Aug 2019

PublishBAUprocess27.19.3 Sep 2019




Initiative & Measure ConfirmandpublishtheBAUprocessforcustomerswhosuccessfullycompletedlastyear’spilotforthereconnectionoftelecomsonstreetinfrastructurefollowinganemergencydisconnection

Processpublishedtostakeholderswhosuccessfullycompletedthepilotbytargetdate

Background Thisisadevelopmentoflastyear’s(2018–19)ICEinitiativewhereUKPowerNetworkswillmovethisJointerOnlyofferingtoBAU


Overall Status G






Revisitcustomerfeedbackreferencingrequirementforthisinitiative

28.19.1 Jun 2019

Seekfurthercustomerfeedbackifrequired

28.19.2 Jul 2019

Developfactsheetswithbusinessinput 28.19.3 Aug 2019

TestwithScrutinyPanelswhereappropriate


Publishhelp/factsheets 28.19.5 From Sep 2019



Proposed Completion Date: FromSeptember2019

Initiative & Measure DevelopfactsheetstosupportcustomerslookingtousetheUKPowerNetworksheatmaps,DGMappingtoolandPicloflexibilityplatform

Factsheetspublishedbytargetdate

Background (New)customershavetoldusthattheywouldbenefitfromguidanceonhowtouseandinterprettheinformationfrommanyofourISplatforms.Wehavecommittedtodevelophelp/factsheets

Summary Status

Overall Status G






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




Initiative & Measure Introduce“optioneering”product

Optioneeringproductavailabletocustomersbytargetdate

Background LastyearWS2oftheOpenNetworksprojectexploredwhatrepresentsbestpracticeatpre-applicationstage.Oneoftheoutputshighlightedwastheneedforanoptioneeringproduct.WehavecommittedtointroduceanoptioneeringproductbyFebruary2020

Summary Status

Overall Status G






ReviewtrialatScrutinyPanel 30.19.1 May 2019

Providefeedbacktobusinessandreview 30.19.2 Jun 2019

Amendprocessifappropriate 30.19.3 Jun 2019

Communicatetocustomers 30.19.4 Jul 2019




Initiative & Measure Reviewsurgerytrial(initiative33.18from2018–19workplan)andimplementanewprocessasBAU

NewprocessBAUbytargetdate

Background FollowingfeedbackfromcustomerswerevisedourapproachtocustomersurgeriesandcommittedtoreviewthiswithaviewtoputtinginplacenewarrangementsbyJuly2019

Summary Status

Overall Status G






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




Initiative & Measure Reviewouracceptanceandmilestonepaymentprocess

Processreviewedandfindingspublishedbytargetdate

Background Customershavetoldusthatouracceptancepaymentandsubsequentmilestonesforacceptedprojectsshouldbereviewedtotakeaccountofthecurrentmarketplace

Summary Status

Overall Status G






ReviewfeedbackfromOpenNetworkspieceofwork

28.19.1 Apr 2019

Holdinternalworkshop 28.19.2 May 2019

Launchrevisedprocess 28.19.3 Jul 2019




Initiative & Measure Deliverrevisedprocessforcustomersaddingto/alteringanexistingconnection

Revisedprocess,applicationformsandbusinessmethodologyinplacebytargetdate

Background In2018theOpenNetworksProjectproducedagoodpracticeguideregardingpostconnectionchanges.MostDNOsprocessesfocusonnewconnectionsratherthanalteredormodifiedconnections.Wehavecommittedtorevisetheprocessforcustomersseekingtomakechangestoanexistingconnection

Summary Status

Overall Status G





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

incentive on connections engagement (ice)€¦ · stakeholders. we welcome all feedback – good...

Documents