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Reference Number NIA_NGN_142
Title Project Concur
Status Completed
Energy Categories FOSSIL FUELS: OIL, GAS and COAL(Oil and Gas, Refining, transport and storage of oil and gas) 100%;
Research Types Applied Research and Development 100%
Science and Technology Fields SOCIAL SCIENCES (Business and Management Studies) 50%;
SOCIAL SCIENCES (Sociology) 50%;
UKERC Cross Cutting Characterisation Sociological economical and environmental impact of energy (Consumer attitudes and behaviour) 25%;
Sociological economical and environmental impact of energy (Other sociological economical and environmental impact of energy) 75%;
Principal Investigator Project Contact
No email address given
Cadent Gas
Award Type Network Innovation Allowance
Funding Source ENA Smarter Networks
Start Date 01 March 2016
End Date 01 June 2016
Duration 3 months
Total Grant Value £206,458
Industrial Sectors Technical Consultancy
Region London
Programme Network Innovation Allowance
 
Investigators Principal Investigator Project Contact , Cadent Gas (99.994%)
  Other Investigator Project Contact , Scottish and Southern Energy plc (0.001%)
Project Contact , SP Energy Networks (0.001%)
Project Contact , UK Power Networks (0.001%)
Project Contact , Northern Powergrid (0.001%)
Project Contact , Wales and West Utilities (0.001%)
Project Contact , Northern Gas Networks (0.001%)
Web Site http://www.smarternetworks.org/project/NIA_NGN_142
Objectives The overall objective of this strategic approach is to investigate the proposition that creating a new industry-wide, customer-centric solution, using combined consumer data, networks will deliver greater benefits to existing and future customers. Phase 1: Preliminary insights around the current and future needs and opportunities around New Consumer Data Scenarios. Provide sufficient stimulus to the network stakeholders and advisory team to complete an exploratory workshop. This phase will be completed off-site by the project partners completing independent research. Phase 2: Complete Stakeholder Research. With guidance from the Advisory Team, the project partners will design and execute a research methodology to address the specific areas of exploration. Phase 3: Define and develop a solution for Customer Data in accordance to the exact needs of the feasibility assessment for the industry which has the necessary dimensions and information to decide whether or not the idea meets the evaluation criteria set during the Project Kick-off. Completed Stage gate: Week 2: Complete an exploratory workshop with relevant stakeholders. Week 6: Complete a Research Debrief & Solutions Workshop with EIC & Project Advisory Team. Week 8: Complete a Solutions Workshop with EIC, Project Advisory Board, Senior Leaders and Major Stakeholders. Week 12: Final determination and rescope of project. Present a compelling vision, value proposition with baseline features and functionality as well as key benefits for customers and other key stakeholders, the industry, and regulators. This vision must consider, and account for, the operational implications of an industry collaboration initiative. Presentation of clear opportunity areas as a result of the phase 1 research containing compelling clarity to assist the Advisory Team to direct phase 2 research. Deliver a high level, but comprehensive, Research Debrief outlining key insights and implications gleaned from detailed stakeholder research. Delivering comprehensive debrief as part of a larger Solutions Development Workshop, which will allow the Project Team to immediately translate the learning from the research into a solution recommendation. Provide an outline of the operational, financial, regulatory, and technological and communication considerations of deploying a collaborative approach to consumer data to a "solutions workshop". Completing an assessment of each solution against the criteria set out at the beginning of the Feasibility Study together with strengths, weaknesses, viability and opportunities. EIC and the Project Advisory Team decision-making facilitated and clear pathway to move forward.
Abstract Customer expectations are changing and will continue to change well into the future. The service networks deliver to customers must not only keep pace but outperform their requirements. Networks need to identify how the industry can collaboratively use consistent Customer data to deliver exceptional outcomes for customers. Currently, Customers often only interact with networks during high stress situations or are passive with their feedback during controlled situations. "Gas and Electricity Networks" is a confusing concept to customers and interaction is seen as difficult. Delivering "Great Customer Service" has always been a key requirement for GB Energy Networks. Meeting this requirement in an ever changing landscape and with rapid development of technology is a challenge all GB Energy Networks face. Each network has a mandate to transform its whole organisation into a more customer-centric environment, which pervades through the whole business. The challenge is how the energy networks can find new ways to collaborate to address these critical issues, build a customer-centric culture and remain competitive. A summit was held across all GB GDN and DNOs with Senior customer and innovation representatives and it was revealed that there is a much stronger case for addressing some key industry challenges and opportunities together, rather than addressing them independently. Sharing customer data is seen as valuable, but return on investment needs to be established and consistent across Network Operators. A key opportunity area arose for a new industry wide solution for customer data that would benefit from solutions that are built on a foundation of collaborative cross-industry resources. This project will aim to achieve new types of initiatives that deliver outstanding value, greater speed and better service to the industry, its regulators, and above all, the stakeholders at the very centre of this entire initiative - energy customers themselves. This three stage feasibility study will focus on four key areas that impact on the Networks relationship with its customers by understanding;-The customer’s relationship with the brand, as energy transportation is a confusing concept to most consumers. Existing company initiatives and the use of existing customer data (data handling, reliability, effectiveness to impact on behaviours)How adjacent industries define customer data, effectively utilise and resolve similar challenges faced by the energy networks. Explore existing and future channels of communication specifically single point, groups or community interactions. Face to Face, digital or historical / conventional channels and how these will change over different consumer architypes?The project partners will undertake exploratory research to uncover the opportunity to develop an innovative approach to a newly defined customer service. The research methodology will involve exploring consumer group’s attitudes, In-depth interviews, expert (1-on-1) consultations, existing stakeholder conversions along with secondary desktop research and analysis. Following this initial feasibility study the networks will use the findings to inform any future stages or project direction which may focus on existing consumers, cultural shift or far horizon customer requirements and technological impact. If this is the case the Energy Innovation Centre (EIC) and the Project Advisory Team will make a determinationwith regards to moving forward with a project change or new redefined project being registered.Note : Project Documents may be available via the ENA Smarter Networks Portal using the Website link above
Publications (none)
Final Report (none)
Added to Database 26/10/18