Intelligent Automation (Phase 1)


What we will do and why

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

Key deliverables

  • Automation of manually intensive workflows and processes.

Target outcomes

  • Increased productivity from existing FTE.
  • Improved customer experience from faster response time.
  • Increased consistency and quality of data.

Measuring success

  • Increase in value-add productivity from front line teams.
  • Improvement in customer satisfaction scores resulting from more efficient and effective service delivery.
  • Increase in data quality, completeness and accuracy.

Stakeholder Engagement

We have held walkthroughs for users to demonstrate the manual effort, process steps and systems as part of a process, assessing the complexity and time to complete as part of a benefits case (e.g. FTE saving, strategic benefits & non-financial benefits) with an outline of the technical approach to automate the task. Stakeholders will then be involved in deeper dives into the process and data flows to build a Business Requirements Document. For larger automations where there was no existing process, or the process needed redesign before automation was possible, we held exploratory workshops working with them to design apps and/or bots to suit the requirement.

Planned start:


Target completion:


Key milestones:

  • Use Case 1a - Allocations of connections work (May 2023)
  • Use Case 1b - Allocations of connections work (LPN & SPN) (Jun 2024)
  • Use Case 2 - HR Onboarding and Change (JML) (May 2024)
  • Use Case 3 - Testing of Small Tools (Aug 2023)
  • Use Case 4 - Safety incident reporting (Cancelled)
  • Use Case 5 - Pre-Arranged Interruptions (NOP) (Dec 2024)
  • Use Case 6a - MPAN (Meter Point Administration Number) Management (Feb 2024)
  • Use Case 6b - MPAN (Meter Point Administration Number) Management II (Aug 2024)


On track

Date of change Category Description
28.06.2024 Update

Milestone (Use case 4) got changed status from parked to cancelled as it is no longer required by the business.

Milestone (User case 5) due date got extended from April 2024 to December 2024 because of increased scope.

Milestone (User Case 6) got split into 2 parts (6a and 6b) as the scope got extended. First part 6a is complete and the second part 6b was added with a due date of August 2024.

The overall project target end date was updated from delayed to on track.

22.12.2023 Update

Connections (Use Case 1a) is live in EPN, with HR Onboarding (Use Case 2) deprioritised, and safety incidents work paused as there is overlap with another recently delivered solution. An additional milestone was added to link meter point numbers (Use Case 6) to jobs and allow the processing of Data flows for these Disconnections. More detail about stakeholder engagement was also added.