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Projects: Projects for Investigator
Reference Number	NIA_UKPN0087
Title	Our View
Status	Completed
Energy Categories	Other Cross-Cutting Technologies or Research(Demographics) 30%; Other Power and Storage Technologies(Electricity transmission and distribution) 20%; Other Cross-Cutting Technologies or Research(Environmental, social and economic impacts) 50%;
Research Types	Applied Research and Development 100%
Science and Technology Fields	PHYSICAL SCIENCES AND MATHEMATICS (Computer Science and Informatics) 40%; ENGINEERING AND TECHNOLOGY (Electrical and Electronic Engineering) 60%;
UKERC Cross Cutting Characterisation	Sociological economical and environmental impact of energy (Consumer attitudes and behaviour) 100%
Principal Investigator	Project Contact No email address given UK Power Networks
Award Type	Network Innovation Allowance
Funding Source	Ofgem
Start Date	01 October 2022
End Date	31 December 2023
Duration	ENA months
Total Grant Value	£499,000
Industrial Sectors	Power
Region	London
Programme	Network Innovation Allowance
Investigators	Principal Investigator	Project Contact , UK Power Networks (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_UKPN0087
Objectives	"The project is looking to enhance and trial a video-sharing platform that utilises tools such as video/image capturing, AI detection and live markups to improve our existing capabilities. It enables effortless connection between two devices, such as smartphones, laptops or tablets. Additionally, the solution can be used straight through the browser without the need for additional downloads or software installations.The front end of this solution will be tailored for each use case (described below) to optimise the user experience based on their specific needs. Once consent is obtained from the user, visual, audio and text prompts are utilised to deliver the required service from this solution based on each use case. The back end of the solution will pull out the video and audio data and enable further analysis to be done once the activity concludes. The gathered data could be used to understand customer issues and on-site hazard identification and mitigation plans. It would also provide further benefits in recording the location and specifics of cut-outs and asset conditions. Such data can then be used to aid future projects and digitalisation activities.The method of project implementation will be specific to the three uses cases considered:Customer Calls:The proposed method is to introduce a photograph and video-calling-based application to be used in customer support. The solution will allow a call agent to assist customers via a video call. It will also allow them to take photographs in real-time while on the call. The agent will also be able to annotate directly onto the call which can aid customers with following instructions more easily. Those recordings can then be attached to the issue raised. It will provide guidance through one-to-one call interaction to support in resolving a large portion of customer issues without the need for an engineer to attend. This will allow the call agent/site engineer to have visibility of the issue and to provide a quicker resolution to the problem. With this method, we will also be able to be consistent in the information we provide to the customer and avoid dispatching employees to attend customer premises unnecessarily.Network Damage:The proposed method will allow customers to report damages to our network more efficiently and effortlessly whilst on a call with our agents. This will ensure that the agent is able to confirm the clarity of the reported information/pictures and eliminates any human errors such as failure to send the pictures once the call concludes. It will also allow the agents to assess whether or not such damaged assets do in fact belong to UK Power Networks. In areas with limited data coverage, customers will be able to complete the action offline and submit the information once better connectivity is achieved. Safety:The proposed method is to introduce video-based pre-work and point-of-work assessment to replace the current paper-based and Toughpad solutions. The solution will utilise AI in the identification of known hazards, and it can also be trained for new/industry specific hazards using machine learning. The outputs of this solution can be used to support the development of safety behavioural exchanges, information, and training. Together these have the potential to increase our safety awareness and build evidence of any possible gaps in our ability to mitigate against specific risks. This will also enhance our safety culture as we continue striving to be an incident-free workplace.All data used within this project is for the purposes described above, and therefore quality will be measured on this basis. The project will follow all data quality rules, logging, and prioritising issues as they arise in line with the approved methodology set out in our Enterprise Data Management Policy, which forms part of the UK Power Networks Integrated Management System.Data quality will be measured across five dimensions where applicable:AccuracyCompletenessConsistencyValidityUniquenessData quality rules for each of the appropriate data quality dimensions above will be set by the project, measuring them closely on a regular basis to identify quality issues. Data quality issues will be logged in a central location and prioritised using an approved matrix which combines the importance of the issue, and the amount of data affected, this gives an indication of the issues impact on the project and wider business, considering factors such as:The impact on the health and safety of the public and employeesWhether it may result in a breach of our licence conditions or relevant regulationsThe impact on UK Power Networks reputationThe impact on our operations and efficiencyThe financial impact, including project delays and charges from external service providersThe project will then seek support for resolving the issues in priority order. All data and background information will be stored centrally and securely in a project specific Sharepoint folder or in our Enterprise Data Store if required by the wider business in accordance with data protection requirements." "The development of this project will be broken down into two phases. The first phase will focus on proving the concept of the solution to deliver the intended service. Once the first phase is successful, the second phase will investigate the full integration of the solution and a streamlined operational process. Once successful, the project will aim to work with suppliers to achieve full or partial integration based on the outcome of the investigation. Based on that, the project plan is as follows:Phase 1: Solution Testing and detailed Cost Estimation Project planning and setupo Contracts finalisationo Stakeholder engagemento Training and pre-trial workshops Trial Stage 1 o A proof of the solution concept within a controlled environmento Training of the AI hazard detection tool for new hazards Phase 1 Conclusiono Trial closedown and findings collectiono User surveys and engagement activitieso Integration plan finalisedPhase 2: Solution Integration and Business as Usual (BAU) Assessment Project Development and Upgradeso Solution integration into existing workflowso Solution development based on phase 1 findings Trial Stage 2o Assessment of the workflow and integration performanceo Development of feedback loop to supplierso Fine-tuning for BAU transition Project Conclusiono Project closedown reporto Findings and lessons learned disseminationo Once successful, transition to BAU" "In order to identify the role of the proposed solution in enhancing customer service and increasing the safety levels within our networks, the project aims to achieve the following: Assess a new workflow for providing customer service and completing safety assessments Evaluate the benefits of using video-aided technologies in providing customer service Trial the proposed solutions with customers, agents and field staff to ensure the effectiveness Enhance the AI capabilities ofthe solution to detect industry-specific hazards Provide exportable insights and data for auditing and training purposes Investigate the possibility of a fully integrated and automated workflow of the solution throughout the customer journey"
Abstract	To deliver outstanding customer service, UK Power Networks constantly innovates, coming up with new ideas to support customers. This project will investigate the benefits of using video-aided technologies to enhance customer service delivery and the safety of field staff. This will allow customers to initiate video calls with our agents when reporting problems allowing the potential for faster resolution and improving customer satisfaction. It will also allow our task force to benefit from technologies such as artificial intelligence when completing risk assessments which improve the overall process and ensures their safety. Once successful, the solution can be integrated into existing workflows to optimise processes and maximise the benefits to both our customers and the task force.
Publications	(none)
Final Report	(none)
Added to Database	01/11/23