go to top scroll for more


Projects: Projects for Investigator
Reference Number NIA2_SGN0031
Title TapSOS – Digitalisation of the emergency number – Phase 1
Status Completed
Energy Categories Other Cross-Cutting Technologies or Research 40%;
Other Cross-Cutting Technologies or Research(Demographics) 50%;
Fossil Fuels: Oil Gas and Coal(Oil and Gas, Other oil and gas) 10%;
Research Types Applied Research and Development 100%
Science and Technology Fields SOCIAL SCIENCES (Sociology) 50%;
PHYSICAL SCIENCES AND MATHEMATICS (Computer Science and Informatics) 50%;
UKERC Cross Cutting Characterisation Sociological economical and environmental impact of energy (Consumer attitudes and behaviour) 100%
Principal Investigator Project Contact
No email address given
Award Type Network Innovation Allowance
Funding Source Ofgem
Start Date 01 August 2022
End Date 30 November 2022
Duration ENA months
Total Grant Value £96,000
Industrial Sectors Energy
Region South East
Programme Network Innovation Allowance
Investigators Principal Investigator Project Contact , SGN (99.998%)
  Other Investigator Project Contact , SGN - Scotland (0.001%)
Project Contact , SGN - Southern England (0.001%)
  Industrial Collaborator Project Contact , SGN (0.000%)
Web Site https://smarter.energynetworks.org/projects/NIA2_SGN0031
Objectives Vulnerable customers are valued highly in our business model. SGN are committed to delivering a best in the class service, tailoring the support we provide for our customers who need extra help when we are working in their homes and their communities. TapSOS share the same ethics in what we believe can evolve the current way we communicate and require help in a life-threatening situation. People are at the heart of this design; Inclutech has spent time understanding our end users needs and challenges continually challenging current methods to make communications better, easier to use and more accessible. TapSOS is the UKs first government accredited digital 999 reporting tool, connecting with all four emergency services: police, ambulance, fire & rescue and coastguard. We aim to establish the Gas Emergency number to be integrated amongst these. This project centres on digitally transforming an emergency reporting solution, GDNs enable even greater inclusivity and give all consumers greater confidence in communicating with the gas supplier and distribution network "Inclutech will work with SGN to design and develop a digital solution with which their customers can use to contact them. Based on current assumptions the key features are: Available for both Android and iOSBuilt within our proven and government accredited TapSOS app platformDigitalisation of 0800 111 999 / 0800 002 001Developed to reflect current operational triage processConcurrent access for all consumersPre-loaded consumer data synced from Gas network databases to the users appA dashboard for reportingDelivery of such a digital platform across all Gas Networks will lead to greater benefits for both consumers and networks. " "Creating and providing an option for a digitalised variation to report a gas emergency to accommodate and include everyone of all ages and vulnerabilities. Straightforward consumer migration App available through iOS and Android platformsAbility to link consumer data reduces time during registration and mitigates anonymous reporting with phone number confirmation to reduce risk of false/improper use Faster consumer response times Users will be able to access the service 24/7 No delays or holding for consumers as unlimited concurrent usageImproves access for vulnerable and non-verbal consumers Faster solutions to consumer problems Faster emergency response solution with information clarity immediately and automatically passed to emergency response centre to dispatch to engineersKeeping data syncd reduces consumer input for clear contactable instructionsQuestion tree structuring will concisely triage problem defining and providing clear description of emergency to triage By the end of the project span of 8 months, TapSOS and SGN will have created and designed a digital platform for reporting emergency gas and Carbon Monoxide leaks. This has the potential to assist 12 million people who are registered Deaf or Hard of Hearing of which 87,000 rely on British Sign Language, 700,000 people whom are on the autism spectrum and 1.25 million non-speaking people living in the UK. "
Abstract Currently, communication with Gas Networks can be difficult, particularly for consumers in vulnerable situations as they may struggle to communicate or understand what is being said due to physical, medical, or situational barriers. These challenges sometimes lead to unnecessary calls and difficult triage, which can cause slow responses, over-deploying of resources in the field, or inaccurate information handling. All of which can cause frustration, anxiety and stress for the consumer and overspend for the provider.
Publications (none)
Final Report (none)
Added to Database 01/11/23