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Projects: Projects for Investigator
Reference Number NIA_UKPN0077
Title Emerge
Status Completed
Energy Categories Other Cross-Cutting Technologies or Research(Demographics) 30%;
Other Power and Storage Technologies(Electricity transmission and distribution) 70%;
Research Types Applied Research and Development 100%
Science and Technology Fields ENGINEERING AND TECHNOLOGY (Electrical and Electronic Engineering) 100%
UKERC Cross Cutting Characterisation Not Cross-cutting 20%;
Sociological economical and environmental impact of energy (Consumer attitudes and behaviour) 80%;
Principal Investigator Project Contact
No email address given
Eastern Power Networks plc
Award Type Network Innovation Allowance
Funding Source Ofgem
Start Date 01 February 2022
End Date 31 August 2023
Duration ENA months
Total Grant Value £730,733
Industrial Sectors Power
Region London
Programme Network Innovation Allowance
Investigators Principal Investigator Project Contact , Eastern Power Networks plc (99.998%)
  Other Investigator Project Contact , South Eastern Power Networks plc (0.001%)
Project Contact , UKPN London Power Networks plc (0.001%)
  Industrial Collaborator Project Contact , UK Power Networks (0.000%)
Web Site https://smarter.energynetworks.org/projects/NIA_UKPN0077
Objectives The Emerge Project, in partnership with Octopus Energy, enhances the customer journey for domestic supply upgrades in response to distress or emergency upgrade events by identifying and testing interventions necessary to reduce supply upgrade delivery time through partnership with third party meter operator organisations, provision of training and a digital product to streamline and automate the customer journeys.To help rapidly reduce delivery times for domestic supply upgrades Emerge will focus on interventions needed to address barriers for low carbon heating upgrades by developing and trialling digital products to automate and streamline the application and approval needed for project partner interventions needed to hasten supply upgrades triggered by the events described. This could accelerate low carbon heating uptake, strengthen DNOs position to facilitate Net Zero, improve customer satisfaction, and develop collaborative relationships between DNOs, meter operators, and suppliers. Phase 1: Focuses on training project partner and conducting first set of network trials by: Investigating the operational and training requirements of the project partner, the barriers, ownership responsibilities, and liabilities. A trial strategy will also be defined during this phase.The creation of a bespoke training program for the project partner ahead of trials.Trialling third party (Meter Operator) interventions at residential properties with approval from UK Power Networks following a robust trial strategy.Phase 2: Scoping, creation, development, and trialling of the digital tool with second set of network trials by: Exploring the customer journeys, user stories, product requirements, barriers, and development strategyInvestigating processes and procedures required for deployment of Emerge as BaUDevelopment of the Emerge digital product and creation of a strategy to integrate the product into trialsTrialling third parties (Meter Operator) interventions using the Emerge digital product to coordinate at domestic propertiesDissemination of the project supported by a detailed engagement planPhase 3: Exploration of a training and accreditation program accessible for eligible third parties to undertake aspects of supply upgrades during BaU and investigation of a supply register to capture rating & equipment information for domestic properties by:Engagement with relevant internal and external stakeholders to explore the creation of a training, certification, and accreditation program to stimulate market growth and increase third party participation post-project completionExploration of user stories, requirements, and customer journey pathways to understand the value of developing a dedicated supply register to capture domestic supply equipment information and ratings of domestic properties Investigation of how the supply register if developed could be trialled as part of the project The objectives of the Emerge project are to:Develop a digital product to automate assessment and approval/rejection of a third-party undertaking aspects of domestic supply upgrades in response to distress boiler breakdown events with bespoke journeys for vulnerable customers to ensure adequate and timely measures could be developed.Understand the experience, training, and certification requirements to partner with DNOs as part of BaU.Explore the requirements of a training program for third parties to complete to be deemed qualified to undertake aspects of domestic supply upgrades.Investigate the value of a supply register to capture domestic supply rating and equipment information and develop the register if the value is proven.Trial the project partner, a meter operator who is a third party, to undertake interventions in the domestic supply upgrade customer journey in UK Power Networks licence areas.Identify processes and procedures required for deployment of Emerge as BaU and opportunities to scale the solution beyond UK Power Networks license areas
Abstract To facilitate the increased uptake of low carbon heating it is critical that Distribution Network Operators (DNOs) improve the customer journey process for domestic supply upgrades. The Emerge Project aims to enhance customer satisfaction for domestic supply upgrades in response to distress or emergency upgrade events by partnering with third party meter operator organisations to streamline the customer journeys, remove bottlenecks, and accelerate the timeframes in which customers could switch to low carbon heating.
Publications (none)
Final Report (none)
Added to Database 14/10/22