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PILLAR: ASSETS AND OPERATIONS

Low Code Applications, Operations focused

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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 of 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 and then 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 (was Scheduling) (Dec 2024)

Status:

On track

Date of change Category Description
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.