PILLAR: CUSTOMERS
Two-Way Payments
What we will do and why
Introduction of contemporary digital payment methods for inbound and outbound customer transactions.
Key deliverables
- Contemporary payment system.
Target outcomes
- Quicker inbound and outbound payments.
- Reduction in cheque based payments.
- More secure customer transactions.
Measures of success
- Improved cashflow with shorter delays.
- Reduced bank charges.
- Improved customer satisfaction through faster payment.
- Reduction in payment related administration.
Stakeholder Engagement
On a weekly basis we ran project working group meetings with all the key business process owners and fortnightly steering groups with SMTs to update on the progress being made of the deliverables along with clear monitoring of risks, issues and actions across the board. We conducted internal and external customer review of the online payment portal usage prior to rollout and took corrective actions to improve customer journey for their ease of adoption, conducting internal testing before the functionality is launched for UK Power Networks’ customers
Planned start:
15.08.2022
Target completion:
31.03.2024
Key milestones:
- Customer care inbound/outbound payments (Feb 2023)
- Outbound payments user acceptance testing (Apr 2023)
- Inbound functionality testing (Apr 2023)
- Inbound Go Live (Mar 2024) - Delayed
- Outbound go live (Mar 2024) - Delayed
- Outbound payments for WPS (Mar 2024)
Status:
Delayed
| Date of change | Category | Description |
|---|---|---|
| 22.12.2023 | Update |
Target date changed from October 2023 to March 2024. Additional milestones provided with more detail added to existing milestones. More detail about stakeholder engagement was also added. |
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