go to top scroll for more


Projects: Projects for Investigator
Reference Number NIA_CAD0088
Title Digital Exclusion
Status Completed
Energy Categories Other Cross-Cutting Technologies or Research(Demographics) 90%;
Other Power and Storage Technologies(Electricity transmission and distribution) 10%;
Research Types Applied Research and Development 100%
Science and Technology Fields SOCIAL SCIENCES (Sociology) 50%;
ENGINEERING AND TECHNOLOGY (Electrical and Electronic Engineering) 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
Cadent Gas
Award Type Network Innovation Allowance
Funding Source Ofgem
Start Date 01 February 2023
End Date 30 September 2023
Duration ENA months
Total Grant Value £92,887
Industrial Sectors Power
Region London
Programme Network Innovation Allowance
Investigators Principal Investigator Project Contact , Cadent Gas (99.998%)
  Other Investigator Project Contact , National Grid Electricity Transmission (0.001%)
Project Contact , Northern Gas Network (NGN) North East (0.001%)
  Industrial Collaborator Project Contact , Northern Gas Networks (0.000%)
Project Contact , National Grid Electricity Transmission (0.000%)
Web Site https://smarter.energynetworks.org/projects/NIA_CAD0088
Objectives "We will take a novel approach to this problem using a holistic view and enabling future phases, if commissioned, to co-design potential solutions with consumers and stakeholders.By researching the good practice in communicating with DE consumers, and how other industries have addressed the problem, we will identify the high-level current and future communication requirements of both organisations and consumers.Future phases, through in-depth consumer research, will understand the depth of the problem, the specific reasons behind DE, and identify discrete groups and their communication preferences. This will allow us to create a comprehensive communications framework and help to ensure that future solutions meet the needs and preferences of DE consumers. For example, if the reason that a group dont use the internet is because they dont trust it, providing free internet access is not a solution.Future phases, if commissioned, will use the comprehensive needs-based communication framework as a starting point we will co-design a portfolio of innovative new concepts with consumers and stakeholders that could be realised in a future stage of the project.Data Quality StatementThe project will ensure that necessary data is of sufficient quality and readily available to meet the objectives of the project. This will be achieved by capturing output that has derived from research undertaken with other industries that have addresses similar problems. Measurement Quality StatementThe project will collect data/feedback directly from the other industries that have undertaken similar work in this area. This data will be communicated and reviewed with the wider project team regularly to ensure transparency and consistency. " "This research project will aim to discover a deep understanding of the causes, challenges, and risks of DE amongst energy consumers. The objective of this discovery project is to: Identify good practice in communicating with DE consumers by researching the way leaders in other industries have addressed the problem and identifying energy networks communication requirements.This will be undertaken by reviewing current practices and by: Engage with industry, charities, and other bodies to capture good practice Capture needs of energy networks and high-level consumer needs Create a community to support later activities Report and share" "The objectives of this project are:Identify good practice in communicating with DE consumers by researching the way leaders in other industries have addressed the problem and identifying the current and future energy networks communication requirements."
Abstract "Energy networks need to communicate messages to their residential consumers to inform them of planned outages, unplanned outages (incidents) and local works. Communication is increasingly using digital channels which many consumers prefer. However, c20% of the population are digitally excluded (DE) without easy access to the internet. The wired (PSTN) telephone network will be switched off by 2025 so an important channel for DE will be lost.The transition to NetZero will require increased communication between energy networks and their consumers. Communities and homes will adopt low carbon solutions, hydrogen, heat pumps, DSR, time of day pricing, etc. DE consumers should participate in, and benefit from, these transitions."
Publications (none)
Final Report (none)
Added to Database 01/11/23