PILLAR: CUSTOMERS
Socially Green
What we will do and why
Vulnerable customer segmentation using research and data analysis to better understand future customer vulnerabilities and localised service needs that informs our strategy and plans.
Key deliverables
- A web based social-temporal map exposing the data.
- Proposed services to mitigate future exclusion.
Target outcomes
- Understanding of customer exclusion factors.
- Better supported customers facing exclusion.
Measures of success
- Usage of the socio-temporal map to identify customers in hard to reach areas.
- Procurement of flexibility from customers in hard to reach areas.
Stakeholder Engagement
Held a workshop with a social housing community in September 2023 showing the benefits of energy efficiency upgrades and drive engagement in flexibility.
Public Detailed Docs
Planned start:
01.11.2020
Target completion:
31.12.2023
Key milestones:
- Customer Vulnerability Top up trials (Jul 2023)
- First iteration of the User Interface (UI) deployed for inclusive flexibility (Dec 2023)
Status:
Complete
| Date of change | Category | Description |
|---|---|---|
| 28.06.2024 | Update |
Project successfully completed in 2023. |
| 23.12.2023 | Update |
Fixed a typo in the description of the initiative, as well as adding a milestone for the trial activity being undertaken by December 2023. The overall project end date was changed from July 2023 to December 2023. Stakeholder engagement information and links to more detail were also provided. |
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Status: Complete
Target End: 29.11.2024
PSR external form enhancements
Improved online form to make it easier for vulnerable customers to sign up to our Priority Service Register.
Status: On Track
Target End: 11.11.2026
AImee
The project aims to develop a digital customer experience that uses cutting edge technology such as AI and machine learning to offer tailored advice and support at scale to vulnerable consumers at risk of being left behind in the energy transition. It will be designed with input from service delivery partners through workshops and interviews. The project includes designing, building and testing the tool, and a service trial with consumers to gather feedback and assess the tools' success.
Status: Complete
Target End: 29.03.2024
Vyntelligence Video Survey
This project involves changing the old process of getting photos of customers' electrical installations. Instead, customers' are guided through a remote video survey. Our staff then use these videos to complete the work faster and reduce the number of visits to customers.