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Projects: Projects for Investigator
Reference Number NIA_CAD0070
Title Connecting with Customers – Intelligent Virtual Surveying Tool for Vulnerable Customers
Status Completed
Energy Categories Other Cross-Cutting Technologies or Research(Demographics) 25%;
Fossil Fuels: Oil Gas and Coal(Oil and Gas, Other oil and gas) 50%;
Other Cross-Cutting Technologies or Research(Other Supporting Data) 25%;
Research Types Applied Research and Development 100%
Science and Technology Fields PHYSICAL SCIENCES AND MATHEMATICS (Computer Science and Informatics) 50%;
ENGINEERING AND TECHNOLOGY (Mechanical, Aeronautical and Manufacturing Engineering) 50%;
UKERC Cross Cutting Characterisation Sociological economical and environmental impact of energy 100%
Principal Investigator Project Contact
No email address given
Cadent Gas
Award Type Network Innovation Allowance
Funding Source Ofgem
Start Date 01 March 2021
End Date 31 October 2021
Duration ENA months
Total Grant Value £122,550
Industrial Sectors Energy
Region London
Programme Network Innovation Allowance
Investigators Principal Investigator Project Contact , Cadent Gas (100.000%)
Web Site https://smarter.energynetworks.org/projects/NIA_CAD0070
Objectives "To develop upon the Vyn solution provided by humanLearning Ltd to provide an Interactive video-based solution allowing for videos to be provided by the customer showing site conditions and site set up. This allows a surveyor to remotely conduct a survey and agree a plan date having liaised with network support and planning. A video function will also be built in for a site engineer to provide a customer with a completion video to further inform customers of works completed and next steps.The solution will be a Secure App-less smart video interface for customers with an Android/IOS app for field operatives. It will have ability to produce custom reports and dashboards with AI-powered analytics. It will also provide an indexed and searchable video library for training and collaboration." "The sanction value is to fund design and development of workflows and storyboards for the connection process utilizing the Vyn solution. The project comprises on an initial set up process where the storyboards are developed followed by a trial period. Preparation/Set Up (3 weeks):- Development workshops- Storyboarding of customer video touchpoints- Intelligent word searching – speech to text Trial (12 weeks):- 3 Video touchpoints- 200/300 customer journeys- Up to 5,000 Vyns included- Period of up to 3 months- Black country region of West Midlands network- All customer connections work types Benefits Review (2 weeks):- Review of data (uses, CSAT, aborted visits)- Review of learnings and next steps" "To deliver a remote surveying solution for connections that will provide customers an easy to use, app free, method of submitting videos for use by Cadent surveyors and planning teams. The solution will:- Be app free for the end customer- Be a standalone application for engineers/surveyors and planning teams- Easy to navigate and be user friendly- Adhere to GDPR legislation In addition to this the trial will:- Identify whether remote surveying is effective and on which job types- Provide feedback from customers on the customer journey- Reduce customer related aborted visits- Reduce lead time for connection requests from acceptance to planned date- Increase productivity of surveyors and reduce cost to survey- Reduce customer waiting for a survey backlog and customer awaiting plan date backlog- Limit contact with customers that are shielding and prefer to limit access of out teams into their homes"
Abstract "Cadent provide a connections service to customers that request a new gas connection or a change to an existing gas connection. As a part of this process Cadent carries out site surveys for any connection request that is received. Surveys are normally carried out in person, on site, by a surveyor. The number of surveys possible in a day are therefore limited due to travel time. In addition to this 5-10% of jobs are aborted once a team arrives on site and the site is not ready to be surveyed.The cost to perform 400 surveys in a month in West Midlands is circa 36k, including the cost of aborted visits. Customers also face a lead time of 6-7 days from acceptance to initial survey, and a further 1-2 weeks for the customer to then receive a planned date.In addition, during COVID, it was identified that many customers who were in lock-down or shielding preferred to limit access of our teams into their homes.The proposed solution is a product called Vyntelligence, which will enable Customers to control the survey process as they will be able to capture the initial survey requirements themselves. This solution will allow surveyors to remotely survey sites, reducing the cost per survey and increasing the number of surveys possible in a day. This also reduces the lead times for customers and provides a better customer journey if the customer can use the proposed solution. In addition to allowing video capture of surveys, Vyn offers further computing intelligence to pick out words and prompt actions, driving “right-first-time” data capture.Notes on Completion: Please refer to the appropriate NIA Governance Document to assist in the completion of this form. The full completed submission should not exceed 6 pages in total."
Publications (none)
Final Report (none)
Added to Database 01/11/23