PILLAR: ASSETS AND OPERATIONS
Low Code Applications — Operations focused
What we will do and why
Various projects delivered on the Netcall platform for case management across multiple processes.
Key deliverables
- Providing a platform and building applications and processes to ensure that our staff have the tools required to concentrate on delivering a high level of satisfaction for our customers.
Target outcomes
- Improve user experience, reduce time and increase efficiency in interacting with our customers and across departments.
Measures of success
- Increased operational efficiency and improved employee engagement.
Stakeholder Engagement
We have been engaging directly with business teams on their existing processes and exploring methods of transformation, along with engagement with internal and external users for testing of the end products. We hold initial design and requirements workshops for each solution, then engage teams throughout, with a final handover session to deliver the product.
Planned start:
03.05.2021
Target completion:
31.12.2024
Key milestones:
- MiTRaC Connections (ENA Milestones) (Jan 2024)
- MiTRaC DSO (National Grid Contracts) (Jun 2024)
- Welfare Checks (Jun 2024)
- Smart Stores (Dec 2024)
- Smart Delivery (Dec 2024)
Status:
On Track
| Date of change | Category | Description |
|---|---|---|
| 20.12.2024 | Update |
Projected started in March 2021 with the aim to achieve five Milestones. The overall project in on track with only one Milestone pending with a due date of December 2024. Other three Milestones completed. |
| 28.06.2024 | Update |
This was added to the DSAP in June 2024 as it was identified as a new strategic digital initiative since our last publication of the action plan in December 2023. |
View other employees projects
Status: On Track
Target End: 30.04.2025
Smart Stores
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.
Status: On Track
Target End: 30.09.2025
Click and Quote — Major Connections
In the Competitions in Connections (CiC) business, there is a currently a 15% acceptance rate of quotes. This means that 85% of time spent results in wasted effort, and thus higher costs for customers, affecting our competitiveness when compared to the rest of the market. Therefore, UK Power Networks requires a simple, cost-effective way to prevent this duplication of efforts, leading to improved timelines, lower prices, and higher satisfaction for customers.
Status: On Track
Target End: 25.02.2026
Project Evolve
Ensuring our processes and systems deliver cost efficiencies, improved customer services and support our RIIO-ED2 commitments. We are delivering an improved work management solution to support our field staff, ensuring work is delivered more efficiently and data is captured more effectively. Alongside this, we are improving and upgrading our customer and supplier relationship management applications to improve interactions with our customers and our suppliers.