An API (Application Programme Interface) within Cadent’s PSR data software, the most up to date PSR data will be available every 24hrs, so that engineer or customer teams can ensure that the welfare provision offered at the property is the most suitable for the customer’s needs.
Tool use will be expanded to accommodate other Cadent processes beyond emergency and repair, such as connections and replacement processes. This will open the tool to a wider audience, benefiting more customers and communities.
Redesigned to capture information and include functionality that is currently captured in the alternative heating and cooking monitoring form. This will remove the need to populate that form going forward. Therefore, reducing duplication, saving time, and benefiting the employees of Cadent.
Benefits
The aim of the project is not necessarily to see financial benefits but to improve the experience of vulnerable customers and potentially the wider public when they are in an off-gas situation. In addition, the project could provide the below benefits:
• By establishing an API (Application Programme Interface) with Cadent’s PSR data software, the most up to date PSR data supplied for that property will be available every 24hrs, so that the engineer or customer team can ensure that the welfare provision offered at the property is the most suitable for the customer’s needs.
• The use of the tool will be expanded to accommodate other Cadent processes beyond emergency and repair, such as connections and replacement processes. This will open the tool to a wider audience of users, benefiting more customers and communities.
• The tool will be redesigned to capture information and include functionality that is currently captured in the alternative heating and cooking monitoring form. This will remove the need to populate that form going forward. Therefore, reducing duplication, saving time, and benefiting the employees of Cadent.
• The e-signature functionality will enable Cadent to evidence provision of items to the customer by the engineer or by logistics 3rd parties. It will allow Cadent to track and monitor performance.
• The tool will send a daily file to third party suppliers of next day products via suitable API, which will remove the need for engineers to navigate from the AWDT to a separate website to make these orders (which is the as-is process), therefore benefiting the employees of Cadent.
• The tool will allow secure access for registered third parties such as the British Red Cross to enable support in the event of an incident, which will benefit the customers and the community.
Learnings
Outcomes
The Additional Welfare Phase 2 project has successfully achieved the deliverables outlined in its scope. Building upon the foundation laid in Phase 1, the project focused on evaluating and implementing new features to provide bespoke support to customers in vulnerable situations. This commitment to enhancing customer welfare is clearly demonstrated by the live production version of the tool, which now includes all the expected Phase 2 features.
The project's success, new functionalities, such as capturing customer signatures, emailing operating instructions, and storing images via forms, have significantly improved the welfare provision process during gas interruptions. Additionally, the ability to order welfare items for next-day delivery directly through the AWDT without navigating between applications has streamlined operations and enhanced efficiency.
Moreover, the development of a logistics portal has empowered the safeguarding and customer teams to track delivery progress for each item, ensuring timely and accurate support for customers. The tool's expanded use beyond emergency and repair processes to include connections and replacement processes further underscores its versatility and impact.
Future projects should aim to build on this bespoke and unified approach, leveraging the successes of Phase 2 to continue enhancing customer support and welfare provision.
Lessons Learnt
Phase 3 deliverable(s) are primarily derived from elements that arose as additions to current deliverables or that were identified independently via feedback and testing which took place throughout Phase 2 Including (but not limited to) ‘Quality of life’ fixes aiding field use via the incorporation of a food voucher ordering service, and API refinements for better on-boarding with Third Party welfare item providers. At a high-level two (2) main deliverables have been identified, that if realised would fully foreseeably deliver the tool’s full potential. Incident (Cadent off gas situation) management and PSR (provision of information).
