Our digital initiatives

This project is to switch on the Gen AI feature of the Wider Call Handler (WCH) virtual agent which helps our WCHs during storm activations. It helps troubleshoot any IT issues (e.g. forgotten passwords) and gives step-by-step instructions on how to perform tasks such as set customers up for SMS updates.

New online form so customers can report voltage issues.

Utilisation of data from smart meters to increase efficiency and accuracy of network operation and control, planning and asset management activities, and delivery of enhanced services to customers.

Development of local and national policy planning functionality to model the impact of policy decisions on investment in network infrastructure. This includes self-service energy planning tool "Your Local Net Zero Hub" to support local authorities in the design and development of local area energy plans (LAEP).

Deployment of bots to manually intensive processes across our business to improve timeliness, efficiency and accuracy of manual processes through automation.

Various projects delivered on the Netcall platform for case management across multiple processes.

Consistent definition and cataloguing of enterprise data assets to facilitate self-serve data discovery, and appropriate and effective use by internal and external consumers.

Definition and implementation of an overarching data governance framework, establishing best-practice discipline in the management and use of enterprise data.

Develop a robust power quality assessment tool that reduces wait times for assessments to be undertaken and can be integrated with customer facing connection tools such as Smart Connect.

Enable customers reporting problems to initiate video calls with our customer service agents to facilitate faster resolution, reduce dispatch of engineers and improve safety.

Exploration of the potential use of contemporary cognitive and generative Artificial Intelligence capabilities, assessing the feasibility of proposed use cases, their value and impact.

The application will allow to book materials out of any Emergency Store directly to your Personal Stock Number or direct to a Job Number (work order number). The application is simple to use and easier than the previous Emergency Stores App.