Our ICE (Service Development) Workplan 2021/22 - UK Power ...
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Our ICE (Service Development) Workplan 2021/22
Introduction
I am pleased to share with you our Service
Development Workplan for 2021/22. The new
initiatives were developed following customer
feedback in collaboration with our stakeholders
and colleagues.
Since April 2020 we have successfully completed 36 initiatives
and I look forward to seeing what we can achieve over the next
12 months.
Mark Adolphus This year we will be continuing our focus on improving our customer
Director of Health, Safety, service, connecting new technologies to our network and also the
Sustainability & Connections
changing energy world, which includes the electrification of heat and
mark.adolphus@ukpowernetworks.co.uk
the move to EVs.
07875 118004
Despite the unusual year we have had due to COVID-19, it has been
great to see so many of you still attending our online events and
forums. I hope that it is not too long before we can start meeting
in person once again.
We will keep you updated our progress against the plan through our
forums, email updates and our quarterly reports. As you know, our
plan is always flexible and we appreciate any feedback or comments
you may have.
Thank you for your continued support, I look forward to continuing to
work with over the coming year.
2
Developing our workplan
Our workplan is developed through a robust and This ensures that our plan is inclusive and
transparent process which involves extensive represents what our customers have asked us
stakeholder engagement over a 12 month period to deliver. The process for delivery of our
including customer forums, scrutiny panels, customer workplan is outlined in the diagram.
surgeries and one-to-one meetings.
Service Stakeholder
Development (ICE) feedback gathered
workplan published through the year
Refined plan Service
shared with wider improvement
stakeholder initiatives
community identified
Initiatives and
Plans challenged Draft plan
targets discussed
by scrutiny panels developed with targets
at customer forums
and timescales
3
Service Development Workplan 2021/22
Customer Segments Metered ICPs and IDNOs Highway Services Distributed Energy Resources
Service Development Plan
Market segment
Strategy Area Reference Initiative Measure Target Date
Develop a heat information pack supporting Community Energy
1.21 Publication of the heat information pack by target date September 2021
groups’ transition to low carbon heating
Provide assistance for all approved applications to the Green
2.21 Planned capacity available for customers’ use by target date Ongoing
Recovery Scheme to ensure successful deployment
Determine the viability of part funded reinforcement works
3.21 being undertaken by an ICP by retrospectively testing the Report published by target date March 2022
Changing energy world concept using previously completed projects
Promote our RIIO-ED2 flexibility needs to existing and Deliver proactive communications plan and complete flexibility
4.21 November 2021
new customers tender by target date
Use the standardised ENA Open Networks Common Evaluation
5.21 Methodology in place by target date September 2021
Methodology for network investment decisions
Develop a new flexibility product to enable storage connections
6.21 Publish flexibility product design for consultation by target date November 2021
in demand constrained areas
Develop and test a Site Planning Tool for customers looking
7.21 to electrify their fleets and optimise their electrical power Site Planning Tool available for testing by target date September 2021
requirements
Complete research and segmentation analysis of SMEs to support
Segmentation analysis complete and communication plan
8.21 the development of a communcations plan to enable their July 2021
developed by target date
transition to EVs
Develop and make available a modular 11kV substation solution Modular substation tested and lessons learnt circulated by
9.21 December 2021
to support the roll-out of EV charging hubs target date
Connecting new
technologies Develop and trial an Application Programming Interface (API) to
10.21 allow Charge Point Installers to integrate their software solutions API available to pilot by target date March 2022
with the UK Power Networks online customer portal
Share the learning from the UK Power Networks Charge
11.21 Collective Local Authority EV project with other Local Authorties Workshops held and learning disseminated by target date February 2022
and Supply Chain partners
Complete research project into the accessiblity of public EV
Research project complete and learnings published by
12.21 charging points for disabled customers and share learning with December 2021
target date
stakeholders
4
Service Development Workplan 2021/22
Customer Segments Metered ICPs and IDNOs Highway Services Distributed Energy Resources
Service Development Plan
Market segment
Strategy Area Reference Initiative Measure Target Date
Develop and publish a revised Heat Strategy in collaboration with
13.21 Heat Strategy published by target date February 2022
customers, stakeholders and industry experts.
Develop and launch new Heat and Net Zero webpage to provide
14.21 New webpage launched by target date April 2021
a knowledge library for customers and stakeholders
Connecting new Consult stakeholders on technical documents for connecting Feedback gathered from stakeholders on areas of improvement
15.21 December 2021
technologies heat technology for our technical standards on heat technology
Develop and share knowledge library to support off-gas grid Knowledge library developed and available to customers and
16.21 March 2022
communities transition to low carbon heating solutions wider stakeholders by target date
Publish and share advanced heat decarbonisation and energy Forecasts published to our website, and focus groups held
17.21 July 2021
efficiency forecasts with stakeholders
Hold workshop to consider how co-ordination between separate
18.21 Develop list of recommendations by target date December 2021
connection applications can be improved
Investigate proposed substation design ideas for possible
19.21 deployment in two scenarios; EV charging locations and Investigation completed and findings published February 2022
temporary connections
Adoption of virtual audits/inspections as part of inspection policy
20.21 Process to be adapted to include virtual audits within timeframe September 2021
(HSS 02-004)
Under take process review of HV self-connect Mechanism 3
with the aim of reducing operational activities associated with
Maintain our focus on 21.21 Review complete and findings published by target date December 2021
the re-application of circuit main earths when undertaking
customer service connections work
Review our training application process for ICP & IDNO operatives
22.21 Review complete and findings published by target date November 2021
to identify improvements
Extend the scope of 'small service self-service' to include IDNO
23.21 New scope available and updated documentation published August 2021
3-phase (up to 100A) connections
Roll-out revised queue management connection milestones
24.21 Process rolled out by target date July 2021
process in line with ENA programme
Publish customer journey with SLAs and checklist of key activities
25.21 Customer journey published by target date September 2021
associated with the provision of a generation connection
5Service Development Workplan 2021/22
Customer Segments Metered ICPs and IDNOs Highway Services Distributed Energy Resources
Service Development Plan
Market segment
Strategy Area Reference Initiative Measure Target Date
Review the implementation and effectiveness of the online
26.21 Report published by target date October 2021
Outage Planning Tool
27.21 Agree and implement enhancements to the DG Mapping tool Enhancements implemented by target date March 2022
Publish a guidance document on the Statement of Works (SoW)
28.21 process to include timescales and costs. Further consider if Guidance document published by target date October 2021
visibility of the process/applications can be provided
Maintain our focus on
Agree and implement enhancements to the Street Furniture
customer service 29.21 Enhancements implemented by target date March 2022
online unmetered Faults Form
Agree and implement enhancements to the Street Furniture
30.21 Enhancements implemented by target date March 2022
online unmetered Faults Map
Agree and implement enhancements to the Highway Services
31.21 Enhancements implemented by target date March 2022
Connections online Application Form
Produce a guide to help customers with street furniture
32.21 Guidance document published by target date June 2021
electrical connections
6How 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 and Account 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)
ukpowernetworks.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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