Incentive on Connections Engagement (ICE) - Quarter 1 Update - April-June 2021 - UK Power Networks
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Incentive on Connections Engagement (ICE) Quarter 1 Update – April-June 2021
Introduction
Welcome to our quarter one update of our Following your feedback we also produced a new street furniture
customer guidance document for our Highway Services customers,
Service Development (ICE) Plan for 2021-22.
to ensure you have all relevant information to help you when
This document gives you an insight into the making an application. As you know, alongside all of our guidance
initiatives we have delivered between April and documents, our team are always on hand if you need our assistance.
June 2021 and also an update of our upcoming Over the next 3 months we will be continuing to support our
initiatives that we will deliver in quarter two. customers move to Net Zero, by producing a communications
plan for SMEs to enable them to transition to EVs. We will also be
Since April we have completed three initiatives to better publishing an interactive map for our heat decarbonisation and
improve our service to you. To support you on the road to energy efficiency forecasts, so that you can better understand the
Net Zero, we have refreshed our website to ensure you have data and what it means to you.
Mark Adolphus everything you need to move to a low carbon future. The pages Our aim is always to continue to improve our service to you and we
Director of Connections include an overview of our plans and also covers specific topics cannot do this without your feedback. If you have any comments
including heat decarbonisation, electric vehicles (EVs) and about our plan for 2021-22, please do not hesitate to contact one of
mark.adolphus@ukpowernetworks.co.uk
renewable energy.
07875 118004 the team.
Our market segments
Distributed Customers want to connect a
Highway Customers who want to connect street Energy
Services lights or street furniture outdoors, which variety of generation technologies
Resources to our network.
is usually in the public highway.
ICPs & Customers who want to use an
Metered Customers who want to connect, move Independent Connections Provider
IDNOs
or upgrade their power supply for their (ICP) or Independent Distribution
business premises or development Network Operator (IDNO) to manage
project. (Domestic customer service and deliver their connections activity.
development is covered as part of the
Broad Measure of Customer Satisfaction).
UK Power Networks – ICE Quarter 1 Update – April-June 2021 Section one: Introduction pg2Service Development Plan Initiatives 2021–22 Overall Status Complete
//ICE Initiative #14.21
Project Manager/Lead: Zain Habib, Innovation Programme Delivery Manager Key Milestones Initiative # RAG This Period Due Date
Strategy Area: Connecting new technologies Collate existing
resources on Net 14.21.1 Complete
Proposed Completion Date: April 2021 Zero
Develop dedicated
Initiative & Measure • Develop and launch new Heat and Net Zero webpage 14.21.2 Complete
Net Zero webpages
to provide a knowledge library for customers and
stakeholders
Review content 14.21.3 Complete
• New webpage launched by target date
Background As our customers are moving to a low carbon future, we Publish pages 14.21.4 Complete
need to ensure they have all of the support and information
they need to make the transition to net zero. The new
webpages will contain all the information they need from
our innovation projects to our DSO dashboard
Summary Status We have launched new webpages dedicated to giving our
customers and stakeholders more information about the
transition to Net Zero emissions by 2050. The pages include
an overview of the key challenges in overall terms and in
different, specific areas of the Net Zero transition: renewable
energy, EVs and heat decarbonisation. We are determined to
make sure those who visit our website can access the
knowledge and information they need to participate in the
low carbon transition
https://innovation.ukpowernetworks.co.uk/facilitating-net-
zero/
and
https://innovation.ukpowernetworks.co.uk/facilitating-net-
zero/heat-decarbonisation/
Status: Target not met At risk On track Completed
pg3Service Development Plan Initiatives 2021–22 Overall Status Complete
//ICE Initiative #24.21
Project Manager/Lead: Steve Halsey, DER Development Manager Key Milestones Initiative # RAG This Period Due Date
Strategy Area: Maintain our focus on customer service Confirm scope of
connection
Proposed Completion Date: July 2021 applications where 24.21.1 Complete
the ENA Milestones
Initiative & Measure • Roll-out revised queue management connection will apply
milestonesprocess in line with ENA programme Confirm customer
• Process rolled-out by target date facing processes
that we will
Background Queue milestones were originally introduced in 2017 under establish to 24.21.2 Complete
the QMEC banner. The Open Networks project has recently monitor projects
reviewed/refreshed these and in line with industry achievement of
requirements, UK Power Networks will implement the the milestones.
revised milestones in 2021
Issue quotes with
Summary Status We went live with the implementation of revised Queue the new ENA
Milestones on 1st July as planned. The new milestones will Queue Milestones
24.21.3 Complete
be applied to relevant applications form the above date. as part of the
Relevant applications refers to Demand projects involving contracted offer
EHV work and/or generation projects of 1MW and above. (the quote)
Status: Target not met At risk On track Completed
pg4Service Development Plan Initiatives 2021–22 Overall Status Complete
//ICE Initiative #32.21
Project Manager/Lead: Sharon Alexander, Customer Services Manager, Highway Key Milestones Initiative # RAG This Period Due Date
Services/Disconnections
Identify learning
Strategy Area: Maintain our focus on customer service points from
previous street
32.21.1 Complete
Proposed Completion Date: June 2021 furniture customer
survey comments
Initiative & Measure • Produce a guide to help customers with street furniture and scores
electrical connections
Produce an online
• Guidance document published by target date customer guidance 32.21.2 Complete
document
Background When reviewing customer comments from our customer
survey and our own conversations with them it was clear Publish online by
32.21.3 Complete
that new customers and returning, non-regular customers due date
required additional information and guidance to support
them with; our full end-to-end process steps; the
information they need prior to making an application;
their requirements prior to delivery; guidance on what is
included in our costs
Summary Status Street furniture customer feedback identified from Broad
Measure of Customer Service (BMoCS) scores and comments
were reviewed and identified that customers, especially
those that are new or non-regular customers, would
welcome additional information and guidance to support
them with all aspects of their application and the delivery
of our service offerings. Following the production and
internal review of a draft document capture this
information, the street furniture customer guidance
document was completed and published online by the
target date. Download our guidance for street furniture
electrical connections [pdf]
Status: Target not met At risk On track Completed
pg5The next three months
Initiative Initiative Initiative Initiative
1.21 5.21 7.21 8.21
Develop and test a Site Complete research and
Develop a heat information Use the standardised ENA
Planning Tool for customers segmentation analysis of SMEs
pack supporting Community Open Networks Common
looking to electrify their fleets to support the development
Energy groups’ transition to Evaluation Methodology for
and optimise their electrical of a communications plan to
low carbon heating network investment decisions
power requirements enable their transition to EVs
Progress so far Progress so far Progress so far Progress so far
The existing suite of heat information We are adopting the Common Site Planning Tool development SME segmentation completed.
packs have been reviewed in Evaluation Methodology from completed by Hitachi. Tool has been The findings were shared with
line with this intended target our Autumn Flexibility Services demonstrated to UKPN’s Connections stakeholders and a plan is now
audience. We are currently planning tender onwards. It forms an input team and external customers. being drawn up to work with
for wider consultation with relevant to the Revenue Range document, Feedback on the user experience is stakeholders in partnership to
stakeholders to ensure the CEG heat part of our Invitation to Tender being fed back to Hitachi so that they support different SME customer
pack is appropriate. documentation, due to be published can refine the tool ready for launch. segments with tailored LCT advice.
in Jul/Aug 2021.
pg6The next three months
Initiative Initiative Initiative Initiative
17.21 20.21 23.21 25.21
Publish customer journey
Extend the scope of ‘small
Publish and share advanced Adoption of virtual audits/ with SLAs and checklist of
service self-service’ to
heat decarbonisation and inspections as part of key activities associated
include IDNO 3-phase
energy efficiency forecasts inspection policy (HSS 02-004) with the provision of a
(up to 100A) connections
generation connection
Progress so far Progress so far Progress so far Progress so far
Heat decarbonisation and energy Positive feedback on the subject In May we completed the review The existing customer journey for
efficiency forecasts developed of virtual audits during the last of recommendations that were major connection DER customers has
through our Heat Street project 18 months has led to changes to HSS recorded as part of 2020’s 19.20 been mapped out and potential
have been published and promoted. 02-004 being proposed. These aim initiative. Over the last 2 months, improvements discussed with our
They can be found on our project to include virtual audits, this change this has led to changes being DER Scrutiny Panel. A strawman of
page. The project is now building an has been reviewed and the draft proposed to the scope of the process, the new process is being discussed
interactive map so that stakeholders policy is ready for final sign off. which are currently being reviewed internally before being reviewed
can digest the data in a more visual ready for publication. with customers prior to publication.
way. This will be published later in
the summer.
pg7How to contact us – email or call us directly
Name Position Email address Mobile number
Mark Adolphus Director of Connections mark.adolphus@ukpowernetworks.co.uk 07875 118004
Neil Madgwick Head of Service Delivery neil.madgwick@ukpowernetworks.co.uk 07875 119389
Stakeholder Engagement & Customer Relations Manager
Adam Lakey adam.lakey@ukpowernetworks.co.uk 07875 114290
(Metered Demand & Competition in Connections)
Distributed Energy Resources Manager
Steve Halsey steve.halsey@ukpowernetworks.co.uk 07875 116241
(Distributed Generation)
Customer Services Manager
Sharon Alexander sharon.alexander@ukpowernetworks.co.uk 07875 114870
(Highway Services/Disconnections)
pg8ukpowernetworks.co.uk UK Power Networks
UK Power Networks (Operations) Limited
Registered office: Newington House, 237 Southwark Bridge Road, London SE1 6NP
@UKPowerNetworks
Registered number: 3870728 registered in England and Wales
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