PILLAR: CUSTOMERS
Spotlight
What we will do and why
Spotlight is a project focused on leveraging data modelling and machine learning to identify vulnerable customers belonging to Priority Service, Fuel Poor (FP) and Leaving No-one Behind (LNB) categories at a granular level.
Key deliverables
- Model outputs stored in our enterprise data store.
- Recommended engagement mechanisms for vulnerable customers.
Target outcomes
- Increased priority service register coverage.
- Better supported fuel poor and leaving no-one behind customers.
Measures of success
- Percentage of PSR customer onboarded.
- Number of targeted services provided for FP and LNB categories.
Stakeholder Engagement
Held internal workshops with data engineers and analysts to get the required data inputs.
We will test the effectiveness of the recommendations with customers against traditional stakeholder engagement activities such as leafletting and referrals.
Public Detailed Docs
Planned start:
02.11.2023
Target completion:
31.12.2024
Key milestones:
- Data discovery complete (Dec 2023)
- Data modelling and machine learning development complete (May 2024)
- Engagement recommendations tested with customers (Dec 2024)
Status:
On Track
| Date of change | Category | Description |
|---|---|---|
| 28.06.2024 | Update |
Overall project is on track to be delivered as per target end date. |
| 24.12.2023 | Update |
This was added to the DSAP in December 2023 as it was identified as a new strategic digital initiative since our first publication of the action plan in July 2023. |
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Status: On track
Target End: 31.12.2024
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